This article provides a series of troubleshooting tips that can help to resolve issues that may occur when playing game software on a system with an AMD processor and / or graphics card installed
Issue Description:
The user experiences one of the following scenarios when playing game software:
- The system freezes and a reboot is required
- The game crashes and displays an error message detailing the crash
- The game crashes and abnormally exits to the desktop
- The system reboots unexpectedly
- The game screen freezes and the audio goes into a continuous loop
Recommendations
There are several reasons that may cause a system to experiences a crash, hang, freeze or reboot during a system's Power On Self Test (POST), after the operating system loads or while using a specific game software. Troubleshooting these issues will involve a process of elimination for both the software and hardware components of the system in order to determine the cause. All the key components that could be the cause should have drivers updated, and if applicable, tested for defects (including hardware such as the sound card, graphics card, motherboard, TV tuner/capture device, system memory, power supply, processor, etc.)
Troubleshoot the problem using the following steps:
Table of Contents
- Minimum System Requirements
Game Patches
Graphics Card Driver Version
Error Message
Microsoft DirectX® Versions
Background Applications
System, Game and AMD Catalyst™ Control Center Settings
System Drivers and Operating System Updates
System Hardware
Heat and Ventilation Issues
System Changes
Compatibility Mode
Additional Troubleshooting
Minimum System Requirements
To determine if a game can run on a system, verify that the minimum system requirements for the game are met. The requirements for each game are typically printed on the box and the game developer’s website. In addition, there are third party tools available on the web that can assist you in determining whether a game can run on your system
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Game Patches
AMD recommends that you install the latest patches available from the game developer’s website. In the case of outstanding known game issues for which a patch is not available, please consult with the game manufacturer.
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Graphics Card Driver Version
AMD recommends installing the latest AMD Catalyst driver for the graphics card when experiencing a game software freeze, abnormally exit from the game to the desktop, system reboot during game-play or a driver related error message during game-play. AMD updates its AMD Catalyst drivers frequently to address known issues. Check the release notes on the AMD Catalyst driver download page for further information regarding resolved, known and potential new issues. Although the driver updates will resolve known issues, they may also introduce new issues. However, if the game was running fine before the driver update and undesirable effects and issues arise from the updates, you may consider going back to the previous driver version.
AMD Catalyst drivers can be downloaded from the AMD Graphics Drivers & Software page.
For detailed instructions on how to install the latest graphics drivers, refer to:
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Error Messages
Pursue the prior suggested troubleshooting steps first, and if the problem persists contact the game developer to see if they are aware of the issue. Perhaps they can provide a solution. Another suggestion would be to simply reinstall the program to try to clear the issue. Examples of game error messages include:
- “Game Error: The file d3dx9_xx.DLL was not found”: – Microsoft Article ID: 910813 suggests to download and install the latest version of DirectX.
- “Failed to initialize the physics system”: This may be resolved by installing the latest PhysX driver or SDK.
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Microsoft® DirectX® Versions
DirectX® is a component of Windows used in tasks related to game, multimedia and video software. Most game software will install a version of DirectX on the DVD-ROM which is required to run the game. Microsoft releases the latest version of DirectX on a regular basis. Install the latest DirectX runtime. Game software often have an option to run in different DirectX modes, for example DirectX 11 (DX11). When one DirectX game mode works over the other, update DirectX, graphics card drivers and install any patches available from the game developer. Contact the game developer if the problem persists.
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Background Applications
A game may crash due to other software applications running in the background while the game is running. Background applications such as anti-virus, security software, remote desktop, messenger programs, etc. can interfere with the game in progress. Try ruling out the possibility that these background applications can affect the stability of games by disabling them or uninstall the program before running the game. AMD does not recommend or advise disabling or uninstalling anti-virus software. If it’s confirmed that a background application is the cause of the issue, please contact the software developer.
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System, Game and AMD Catalyst Control Center settings
Adjusting the system, game and / or AMD Catalyst Control Center settings can affect how a game performs. This usually is done to enhance the graphics quality and performance of the game for a more enjoyable gaming experience. However, a game software crash, hang, freeze or reboot can occur when these settings are changed. AMD recommends restoring the settings of the system, game or AMD Catalyst Control Center back to their default settings if possible when these issues occur. System settings such as the BIOS settings can be reverted back to default (refer to your motherboard manual). Most games should have a default setting the user can apply if adverse effects occur (refer to the game’s help and/or readme).
To set factory default settings for the AMD Catalyst Control Center:
- Click on the Option drop down menu
- Select the Preferences drop down menu
- Select Restore Factory Settings
- Click on yes to continue
- Click on Apply to complete the procedure
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System Drivers and Operating System Updates
Motherboard and BIOS manufacturers will often offer BIOS updates for specific motherboards. These BIOS updates can:
- Provide enhancements
- Provide support for the latest technology
- Resolve issues which existed in earlier BIOS releases
Consider updating the motherboard's BIOS when experiencing a system or game software crash or hang which may occur due to a hardware related problem. To determine whether a BIOS update is available for the system, please contact the system or motherboard's manufacturer.
The motherboard’s chipset controls the communication between the processor and other component hardware. The role it plays is vital in determining system stability and performance. Update to the latest chipset driver when experiencing system problems. Refer to your motherboard manual or visit the system manufacturer’s website for more information.
Install the latest service packs and updates for the operating system. These updates provide patches / fixes that can help improve the stability, reliability and compatibility of the operating system in order to enable the system to run as intended without experiencing major problems.
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System Hardware
Faulty hardware can cause a system or game software to crash, hang or freeze. Problems can arise when a new hardware component such as a graphics card, power supply, memory, etc. have been installed. In circumstances where no new hardware components have been installed, the user will need to go through a process of elimination to determine the faulty hardware.
- This can be done by, for example, testing the graphics card in another system if it’s suspected to be faulty.
- If the graphics card works in another system, then the hardware is good and therefore other system hardware should be examined for the cause of the issue.
- If the issue is reproducible in another system then the graphics card is most likely the issue and the component will need to be replaced.
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Heat and Ventilation Issues
An excess amount of heat in a system can reduce the lifespan of its hardware components. A heating issue can contribute to a system freeze, hang, fan blowing at maximum speed, sluggish performance or a random restart. Please ensure the system has maximum airflow, cooling and proper ventilation to prevent hardware components from overheating. For example, rearrange any cables or don’t install a card that may block the airflow to the graphics card. Over-clocking the system to increase the performance can extremely stress the hardware components which may result in overheating and failure. We recommend reverting to default settings when system instability becomes an issue.
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System Changes
Although AMD recommends that drivers and system patches be kept current, certain changes in the system can cause a crash, hang, freeze, display artifacts, etc. in game software. Often, problems start happening after a system change such as installation of patches, driver updates, changes to user settings, BIOS settings, etc. Typically, the best approach to diagnose the issue is to trace back to when a change was made and revert back to the how the system was configured before the change to determine if the change is the cause of the issue.
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Compatibility Mode
Sometimes the game software could crash or end abruptly and exit to the desktop without any warnings or error messages. Running a game in compatibility mode allows older software to run properly, but it can also address issues with newer software. Try to run the game software in compatibility mode when experiencing crash or abrupt exit to the desktop.
For Windows XP, Windows Vista and Windows 7 users:
- Right-click on the application icon
- Select properties
- Click on the compatibility tab
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Additional Troubleshooting
If after trying all the recommendations and you cannot resolve the issue(s) using this knowledge base article, you can contact AMD Customer Care. If the graphics card is determined to be faulty or defective, refer to the AMD Warranty Services page.
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