the game is not loading

[violet iris]

Unfortunately, I don't have a user ID because the game won't load 😦
The game is not loading SGR>Dragon Heir>Dolby Atmos and after these loading screens it is stuck on the screen you can see on the screenshot

[scenic sapphire]

Hello Traveler,
I'm pleased to be of service to you! Thank you for your patience while waiting.
Regarding being stuck on the loading page, according to your description, 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:
3. Model of the device
4. Country/Region
   Please don't worry, after receiving the information provided by you, we will immediately report it to the R&D team, thank you.

[violet iris]

My network is stable, so I have reinstalled the game, but it is still the same as before.
AMD 5 5500
32GB DDR4 RAM
Geforce 4060

[scenic sapphire]

Thank you very much for letting us know, may you please let us know your region?
Awaiting your reply.

[violet iris]

Germany

[scenic sapphire]

Thank you for your reply, we really appreciate your efforts. Please don't worry, we've reported your feedback to our technical team for further investigation and we'll get back to you as soon as possible.

[violet iris]

❤️

[scenic sapphire]

Dear @violet iris, thank you for your patience.
Could you please confirm with us if the game is installed in a non-English path? If the path is correct, please provide the logs.

How to obtain the log: Go to the directory where the game is installed in the system files, and there should be a 'logs' folder.
[Game Installation Path]:
(For example: Windows(C)/User/Admin/download)

[violet iris]

I could be wrong, but I think it's English like every other game I've installed

but I can't find a logs folder

[scenic sapphire]

Thank you for letting us know, we will check for alternatives with our relative department and get back to you as soon as possible.

[scenic sapphire]

Dear Traveler,
Thank you for your patience while waiting, please install this standard library and check if it works or not and let us know. https://aka.ms/vs/17/release/vc_redist.x64.exe

[violet iris]

it works now thanks

[scenic sapphire]

Hello Traveler,
We're always pleased to help, please try installing this standard library https://aka.ms/vs/17/release/vc_redist.x64.exe and afterwards 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 the issue wasn't resolved please let us know the following information for further confirmation:
1- Model of the device
2- Country/Region
After receiving the information provided by you, we will check with the relevant team to get you a resolution as soon as possible.
Awaiting your reply.