Game Crashing when starting

**Nocturne** · 06-19-2012

I've had a problem with my Civ 5 game for awhile now. When I first purchased the game, it worked fine but I had stopped playing the game for a little while and when I tried to play again, I got an error message on Steam saying the game was not installed. I didn't have the time nor the patience to deal with it, so I let it sit for several months until this past weekend when I felt like playing again. I installed the game from scratch and tried to load it up, however I get a windowed screen pop up and it's all black, then the game crashes and I get an runtime error message. I've looked around various support forums and tried the suggestions I found there such as disabling the intro video, reinstalling the DirectX files, reinstalling vcredist_x86, running windowed vs. full screen and nothing has worked so far.

No idea what else to do.

**Nocturne** · 06-19-2012

Here's a copy of the dxdiag I ran on my laptop. For some reason it wouldn't let me put it all in one post.

------------------
System Information
------------------
Time of this report: 6/19/2012, 22:50:55
Machine name:
Operating System: Windows 7 Home Premium 64-bit (6.1, Build 7600)

(7600.win7_gdr.120503-2030)
Language: English (Regional Setting: English)
System Manufacturer: Acer
System Model: Aspire 5742
BIOS: InsydeH2O Version V1.03
Processor: Intel(R) Core(TM) i3 CPU M 370 @ 2.40GHz (4 CPUs), ~2.4GHz
Memory: 4096MB RAM
Available OS Memory: 3766MB RAM
Page File: 3127MB used, 4403MB available
Windows Dir: C:\Windows
DirectX Version: DirectX 11
DX Setup Parameters: Not found
User DPI Setting: Using System DPI
System DPI Setting: 96 DPI (100 percent)
DWM DPI Scaling: Disabled
DxDiag Version: 6.01.7600.16385 64bit Unicode

------------
DxDiag Notes
------------
Display Tab 1: No problems found.
Sound Tab 1: No problems found.
Sound Tab 2: No problems found.
Input Tab: No problems found.

--------------------
DirectX Debug Levels
--------------------
Direct3D: 0/4 (retail)
DirectDraw: 0/4 (retail)
DirectInput: 0/5 (retail)
DirectMusic: 0/5 (retail)
DirectPlay: 0/9 (retail)
DirectSound: 0/5 (retail)
DirectShow: 0/6 (retail)

**Nocturne** · 06-19-2012

Part 2:
---------------
Display Devices
---------------
Card name: Intel(R) HD Graphics
Manufacturer: Intel Corporation
Chip type: Intel(R) HD Graphics (Core i3)
DAC type: Internal
Device Key: Enum\PCI\VEN_8086&DEV_0046&SUBSYS_04871025&REV_02
Display Memory: 1755 MB
Dedicated Memory: 128 MB
Shared Memory: 1627 MB
Current Mode: 1280 x 720 (32 bit) (60Hz)
Monitor Name: Generic PnP Monitor
Monitor Model: unknown
Monitor Id: AUO22EC
Native Mode: 1366 x 768(p) (60.042Hz)
Output Type: Internal
Driver Name: igdumd64.dll,igd10umd64.dll,igdumdx32,igd10umd32
Driver File Version: 8.15.0010.2559 (English)
Driver Version: 8.15.10.2559
DDI Version: 10
Driver Model: WDDM 1.1
Driver Attributes: Final Retail
Driver Date/Size: 10/21/2011 18:30:04, 8313856 bytes
WHQL Logo'd: Yes
WHQL Date Stamp:
Device Identifier: {D7B78E66-4306-11CF-6A7A-8D24A2C2C535}
Vendor ID: 0x8086
Device ID: 0x0046
SubSys ID: 0x04871025
Revision ID: 0x0002
Driver Strong Name: oem24.inf:IntelGfx.NTamd64.6.0:iILKM0:8.15.10.2559

ci

\ven_8086&dev_0046
Rank Of Driver: 00E62001
Video Accel: ModeMPEG2_A ModeMPEG2_C ModeWMV9_B ModeWMV9_C ModeVC1_B ModeVC1_C
Deinterlace Caps: {BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(YUY2,YUY2)

Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YUY2,YUY2)

Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YUY2,YUY2)

Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend
{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(UYVY,YUY2)

Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(UYVY,YUY2)

Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(UYVY,YUY2)

Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend
{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(YV12,YUY2)

Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YV12,YUY2)

Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YV12,YUY2)

Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend
{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(NV12,YUY2)

Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(NV12,YUY2)

Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(NV12,YUY2)

Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend
{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC1,YUY2)

Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC1,YUY2)

Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC1,YUY2)

Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend
{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC2,YUY2)

Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC2,YUY2)

Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC2,YUY2)

Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend
{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC3,YUY2)

Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC3,YUY2)

Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC3,YUY2)

Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend
{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC4,YUY2)

Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC4,YUY2)

Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC4,YUY2)

Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX

VideoProcess_StretchY VideoProcess_AlphaBlend
D3D9 Overlay: Supported
DXVA-HD: Supported
DDraw Status: Enabled
D3D Status: Enabled
AGP Status: Enabled

**Nocturne** · 06-19-2012

Part 3 (Sorry for the multiple posts ~ I've omitted the rest as it doesn't look particularly relevant)

-------------
Sound Devices
-------------
Description: Speakers (Realtek High Definition Audio)
Default Sound Playback: Yes
Default Voice Playback: Yes
Hardware ID: HDAUDIO\FUNC_01&VEN_10EC&DEV_0272&SUBSYS_10250487& REV_1000
Manufacturer ID: 1
Product ID: 100
Type: WDM
Driver Name: RTKVHD64.sys
Driver Version: 6.00.0001.6141 (English)
Driver Attributes: Final Retail
WHQL Logo'd: Yes
Date and Size: 6/22/2010 06:03:10, 2399848 bytes
Other Files:
Driver Provider: Realtek Semiconductor Corp.
HW Accel Level: Basic
Cap Flags: 0xF1F
Min/Max Sample Rate: 100, 200000
Static/Strm HW Mix Bufs: 1, 0
Static/Strm HW 3D Bufs: 0, 0
HW Memory: 0
Voice Management: No
EAX(tm) 2.0 Listen/Src: No, No
I3DL2(tm) Listen/Src: No, No
Sensaura(tm) ZoomFX(tm): No

Description: Speakers (PlayOn Virtual Audio Device)
Default Sound Playback: No
Default Voice Playback: No
Hardware ID: *povadsimple
Manufacturer ID: 1
Product ID: 100
Type: WDM
Driver Name: povrtdev.sys
Driver Version: 5.02.3669.0001 (English)
Driver Attributes: Final Retail
WHQL Logo'd: Yes
Date and Size: 4/29/2010 13:40:54, 28528 bytes
Other Files:
Driver Provider: MediaMall Technologies, Inc.
HW Accel Level: Basic
Cap Flags: 0xF1F
Min/Max Sample Rate: 100, 200000
Static/Strm HW Mix Bufs: 1, 0
Static/Strm HW 3D Bufs: 0, 0
HW Memory: 0
Voice Management: No
EAX(tm) 2.0 Listen/Src: No, No
I3DL2(tm) Listen/Src: No, No
Sensaura(tm) ZoomFX(tm): No

---------------------
Sound Capture Devices
---------------------
Description: Microphone (Realtek High Definition Audio)
Default Sound Capture: Yes
Default Voice Capture: Yes
Driver Name: RTKVHD64.sys
Driver Version: 6.00.0001.6141 (English)
Driver Attributes: Final Retail
Date and Size: 6/22/2010 06:03:10, 2399848 bytes
Cap Flags: 0x1
Format Flags: 0xFFFFF

**QuantumTarantino** · 06-19-2012

You are right on the edge of the minimums

Can you start by updating your windows to Service Pack 1

**Nocturne** · 06-20-2012

I always knew that, and never really had any problems with the game until it mysteriously uninstalled itself. Anyways, I updated windows to Service Pack 1 (no idea why it hadn't done it before since I have automatic updates on), and still no luck. It's a bit different this time though, since when I try to run the game in fullscreen mode, I at least get a black screen before the error message pops up and the game crashes.

**QuantumTarantino** · 06-20-2012

Ok, at least you were able to update, can you post an updated dxdiag please (top section only) and we can move forward from there.

**Nocturne** · 06-21-2012

Here you go:

------------------
System Information
------------------
Time of this report: 6/21/2012, 07:58:57
Machine name:
Operating System: Windows 7 Home Premium 64-bit (6.1, Build 7601) Service Pack 1 (7601.win7sp1_gdr.120503-2030)
Language: English (Regional Setting: English)
System Manufacturer: Acer
System Model: Aspire 5742
BIOS: InsydeH2O Version V1.03
Processor: Intel(R) Core(TM) i3 CPU M 370 @ 2.40GHz (4 CPUs), ~2.4GHz
Memory: 4096MB RAM
Available OS Memory: 3766MB RAM
Page File: 2520MB used, 5010MB available
Windows Dir: C:\Windows
DirectX Version: DirectX 11
DX Setup Parameters: Not found
User DPI Setting: Using System DPI
System DPI Setting: 96 DPI (100 percent)
DWM DPI Scaling: Disabled
DxDiag Version: 6.01.7601.17514 64bit Unicode

**oblio** · 06-21-2012

While your monitor can run 1368 x 766, your integrated graphics is puttng out 1280 x 720 which I think is below game minimums. Can you match your monitor?

With the recent patch, having a minimum capable system seems to now be more important, even though you could run before.

**SirMaru** · 06-21-2012

I know this will NOT help you solve your problem, but I'd be very interested if you clicked on "My Computer" and posted your Windows Experience Index for your five components into this thread:

http://forums.2kgames.com/showthread...perience-Index

I am curious to see how high the WEI for each component can go and still have problems running Civ V.

**Nocturne** · 06-21-2012

While your monitor can run 1368 x 766, your integrated graphics is puttng out 1280 x 720 which I think is below game minimums. Can you match your monitor?

With the recent patch, having a minimum capable system seems to now be more important, even though you could run before.

When I first ran the dxdiag my laptop was connected to my TV via the HDMI port which is why the resolution was off. The latest scan I've made used my laptop's built-in display with the correct native resolution. Attempting to run the game as such didn't yield any more success unfortunately.

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