black screen

[echo fable]

When I try to start the game it give me a black screen, it was working properly yesterday, i don't know what happened🥹

[violet marten]

I just donwloaded the game today, and after a few scenes, I get the blank screen as well. The mouse is still there, but the blank screen remains. HELP!

[gentle gorge]

Hello Traveller, we apologize for any inconvenience caused, regarding the issue about black screen, this is usually caused by unstable network or equipment.
We suggest that you try the following two ways to solve the problem:
1、Please switch to a stable network and restart the game.
2、If solution 1 doesn't work, please reinstall the game.
★ If you need to reinstall the game, please make sure that your account has been linked.
If you still can't solve your problem after trying the above two methods, please contact us again and provide the following information for further confirmation:
1、Account ID/Role Name/Server
2、Model of the device
3、Country/Region
After receiving the information you provide, we will help you confirm as soon as possible, I wish you all the best!

[gentle gorge]

Hello Traveller, we apologize for any inconvenience caused, regarding the issue about black screen, this is usually caused by unstable network or equipment.
We suggest that you try the following two ways to solve the problem:
1、Please switch to a stable network and restart the game.
2、If solution 1 doesn't work, please reinstall the game.
★ If you need to reinstall the game, please make sure that your account has been linked.
If you still can't solve your problem after trying the above two methods, please contact us again and provide the following information for further confirmation:
1、Account ID/Role Name/Server
2、Model of the device
3、Country/Region
After receiving the information you provide, we will help you confirm as soon as possible, I wish you all the best!

[echo fable]

I restarted the mobile and it's working now, thank you 💗

[violet marten]

I haven't been ABLE to make an account/ role name/ join a server BECAUSE of the blank screen. I am using my laptop and I live in the USA in Georgia.

[gentle gorge]

Hello Traveller,

Thank you for contacting us.

Have you tried the troubleshooting steps above?

If yes, please provide us with Model of the device.

After receiving the information you provide, we will help you confirm as soon as possible, I wish you all the best!

[hidden cipher]

Hello! Downloaded the game on my phone today(Samsung galaxy s21+). When i'm trying to start it - the game is closing automatically.

[gentle gorge]

Dear traveller, we're glad to serve you. Regarding the issue about black screen, we would like to let you know that the minimum configuration requirements are as below:

Android
CPU/GPU: Qualcomm Snapdragon 625 and above or other brands with the same performance.
Memory: 3GB
Storage: 8GB
OS Version: 64bits - Android 7.0 and above
if your phone meets the above requirements please try the following steps that might help to solve the issue:

1. Try to switch networks (WIFI / 4G / 5G).
2. Clear the game cache and try to log in again.
3. If you still can't log in after using the above methods, remove the game and reinstall it.
   Thank you for your patience.
   If you still can't solve the problem even after trying the above methods
   Please provide us with a video when you're trying open the game.
   please don't worry, after receiving the information you provide, we will assist as soon as possible to confirm, Thank you for your support and understanding.

[hidden cipher]

Всё, что писали выше попробывал, но ничего не изменилось. Отправляю видео.

[gentle gorge]

we would like to let you know that we will check the issue with the relevant team and we will get back to you as soon as possible. Please be patient.

[simple stirrup]

А вы не задумывались над тем, что если люи пришли сюда в поисках ответов на данный вопрос, то они уже проделали все вышеизложенные и примитивные манипуляции, они естественно по несколько раз сравнивали системные требования своего устройства с нужными, конечно же несколько раз переустановили и эта проблемка чёрного экрана у них всё равно имеется, а вы в свою очередь ничего не предлагаете, кроме того как проделать эти манипуляции в очередной раз вместо того чтобы искать и чинить изначальный корень возникновения данной проблемы.

[gentle gorge]

We're sorry if our game has caused any inconvenience to you we definitely want to get our players the best gamin experience, the issue has already been reported we assure you we're going to do our best to get you a resolution ASAP.

[violet marten]

It's a Lenovo ThinkPad

[gentle gorge]

We have confirmed the issue, it has been forwarded our team for review. Please be patient as we investigate the matter further. We'll update you as soon as we have a response.

[vale granite]

try this https://youtu.be/gQSf5xf5DsY

[vale granite]

at least worked for me, I created this tutorial...

[hidden cipher]

Спасибо. Но не помогло))

[vale granite]

?

English ?

[gentle gorge]

Dear traveller, may I ask whether the problem you reported has been resolved now? If not, please provide us with the below

• [log game installation directory file]: (please copy completely and paste)
• Path: Log files in DragonheirSilentGods\Game\logs.
  After we receive your information, we will try our best to help you to confirm.

[gentle gorge]

Dear traveller, may I ask whether the problem you reported has been resolved now? If not, please provide us with the below

• [log game installation directory file]: (please copy completely and paste)
• Path: Log files in DragonheirSilentGods\Game\logs.
  After we receive your information, we will try our best to help you to confirm.

[gentle gorge]

Dear traveller, may I ask whether the problem you reported has been resolved now? If not, please provide us with the below

• [log game installation directory file]: (please copy completely and paste)
• Path: Log files in DragonheirSilentGods\Game\logs.
  After we receive your information, we will try our best to help you to confirm.

[violet marten]

That's odd, the Game file in the path you mentioned was empty??? That doesn't make since though, I downloaded the game from the site. Is that what's wrong? If so, how do I fix it?

[gentle gorge]

Can you please provide a screenshot of the game file?

[vale granite]

Try this

https://www.youtube.com/watch?v=gQSf5xf5DsY

[gentle gorge]

We apologize for any inconvenience caused. Please don't worry, we will report it immediately to the relevant team, and get back to you as soon as possible.

[gentle gorge]

Dear Player, as our player's experience is one of our priority. please confirm with us if the issue was resolved or not? Thank you for your support and understanding.

[violet marten]

Have you made any progress on fixing it by now?

[gentle gorge]

Hello @violet marten, Thank you for your patience. We apologize for inconvenience our game caused to you. Please note that our team is still working on the issue. 🙏

[vale granite]

https://www.youtube.com/watch?v=gQSf5xf5DsY

[gentle gorge]

Dear Traveller,

Thank you for your patience and we sincerely apologize for the inconvenience.

Please note that you are using Windows 7 and unfortunately, the system does not support it.

Please let us know if you need furhter assistance.

[violet marten]

So you mean... I can't EVEN PLAY IT?!?!

[violet marten]

Dude. I'm not trying to play it on my phone.