Need support or game crashing problems - Read this first! | Forums

[dlaurence75254]

Yeah, I've been through this a couple of times with other games. I always make it a habit to update (if available) card drivers, sound drivers, even chip set and BIOS before even installing a game.

So what does support say when i get the crash upon launch error (and they've supposedly looked over my DxDiag report)? "Oh your drivers need to be updated!"

B.S. You want to know whether Ubi is going to support this game? Look at the main Forums section - see From Dust there ... anywhere? Didn't think so.

Unless they patch in the next few days, I consider this a ripoff and will get a refund.

A real shame. I was so excited about this game.

[rodion.zissou]

i am also upset about not being able to play this game, why aren't windows HD graphics cards compatible? is that even really true? anyone out there have some positive feedback?

[rodion.zissou]

there are a lot of us here looking for a refund... wtf ubi?

[shop741C97251]

It would be nice if someone bothered to reply to my bug report date 7 Nov

Originally posted by JJ_from_support:
If you are experiencing a crash as soon as the game starts, first please make sure that you meet the minimum requirements for the game:

Minimum Configuration:
# SUPPORTED OS: Windows XP SP3 / Vista SP2 / Windows 7 SP1
# Processor: Intel Core 2 Duo 1.8Ghz / AMD Athlon64 X2 4400+ 2.3 Ghz
# RAM: 1 GB (XP) / 2GB (Vista/Windows7)
# Video Card: 256 mb / shader 3.0 GeForce 8800 GT or ATI Radeon HD 3000+
# Sound Card: DirectX 9.0 –compliant sound card
# DirectX Version: DirectX 9.0 c
# Hard Drive Space: 4 GB
# Peripherals Supported: Keyboard, mouse, optional controller
* This product does not support Windows® 98/ME/2000/NT

Recommended Configuration:
# OS: Windows XP SP3 / Vista SP2 / Windows 7 SP1
# Processor: Intel Core i7 920 2.66 Ghz or AMD Phenom II X4 3.00 Ghz
# RAM: 3 GB DDR3
# Video Card: 512 MB / GeForce 9 or ATI Radeon HD 4000 series
# Sound Card: DirectX 9.0 -compliant sound card
# DirectX Version: DirectX 9.0 c
# Hard Drive Space: 4 GB
# Peripherals Supported: Keyboard, Mouse, joystick optional (Xbox 360® Controller for Windows recommended)

Many of the users that have contacted us so far have computers that do not meet one or more of these requirements, and the game simply will not work on a computer that is not up to snuff; especially regarding the video card requirement. Intel video cards of any kind are not going to be capable of rendering the graphics in the game, and the only option available to customers with those cards will be to upgrade their systems.

If you do meet all of the hardware requirements and the game is still crashing, the next hurdle to cross is that of updating drivers. This game is extremely sensitive about video card drivers, and even one revision back will cause the game to become unstable and even crash. You can find the latest drivers for your video card from the hardware manufacturer's website ( http://support.amd.com/us/Pages/AMDSupportHub.aspx OR http://www.nvidia.com/Download/index.aspx?lang=en-us ). As always, if you are not sure about how to update drivers, contacting your system or hardware manufacturer directly is strongly recommended.

If you aren't sure what hardware you have in your computer, you can use the dxdiag tool to find out:

1. From Windows, click Start->Run (or "Search" in Windows 7/Vista)
2. In the box, Type DXDIAG

The window that appears will have all of the relevant hardware and driver information listed on the appropriate tabs at the top of the tool.


Still having problems? Contact us directly at http://support.ubisoft.com/

[not-so-stealthy edit] If you are going to contact us, and if you are having a problem we hope that you do, please include a text readout of your dxdiag file. Without some detailed information about your system, we will only be able to give you general troubleshooting tips.

To create this diagnostic file:

1. From Windows, click Start->Run / Search
2. In the box, Type DXDIAG
3. Once the DXDIAG file is open, click on the "save all information...” button.
4. Click the save button to save the file as a text file in your Desktop.
5. Using your ubi.com login name, login to our database and add the file as an attachment to your incident on the support website.

[davh0e]

You know I've been waiting for this title for a good while now, and it wasn't until recent that I acquired a good enough laptop for gaming.

Shortly there after I downloaded Steam and started downloading all I could. What I noticed however, was many of the games I play I can run in full spec with little to no problems at all (slight hiccup here and there during HEAVY action scenes when I play Borderlands on full everything with shadowing and all the other goodies on just for an example).

Today I noticed that From Dust was on sale on Steam and decided that now would be a good time to go ahead and buy it.

After waiting for it to download and patch up, the moment finally arrives where I can finally play it.

It crashes. Instantly.
Load up again.
Crash.

I thought "Well **** maybe I did something wrong?"

Then I discovered this forum, and upon reading I found that I met every system requirement or equal except for one thing:

Many of the users that have contacted us so far have computers that do not meet one or more of these requirements, and the game simply will not work on a computer that is not up to snuff; especially regarding the video card requirement. Intel video cards of any kind are not going to be capable of rendering the graphics in the game, and the only option available to customers with those cards will be to upgrade their systems.

I notice that MANY people are having this issue.

Wow, way to go guys. You left a great portion of gamers out in the rain. And upgrading is my only option? Well you made that pretty clear with the lack of any sort of custom setting menu to at least give Intel computers a chance.

I'm only out 5 bucks and I really don't care about the money, but I feel for the people who actually paid full price for this game. This is ********.

I have a Intel HD graphics card that has ran games that require more than what you require for From Dust.

Oh and PS: Your site is just as buggy as the game. It took me almost 7 tries to get logged on just so I could post this.

[micro26]

I bought ac2 and ac3(from steam) and i installed ac2 first. The game worked for 1 week and suddenly it stopped .
After the play button in ubisoft launcher nothing happens but the proccess seems to run in task manager. Didnt do anything to cause that
I tryied to unstall and reinstall ubisoft launcher and the game itself but nothing happens .

I then bought From Dust and i still have the same issue ,after the play button from launcher it doesnt work.
I didnt see the ubi sign when i bought From Dust otherwise i wouldnt buy it :P
I now have 3 games that dont work

I have vista 64 NOT CRACKED updated, 8 gigs ram, 8800 GT with latest driver on (version 8.17.12.7533)
my anivirus (bit defender is in game mode and i have NO problems with all other games ,including online games.

Does anyone know what to do and fix it???
Thx

[Cadottemc]

System Information
------------------
Time of this report: 2/21/2012, 19:59:37
Machine name: USER-PC
Operating System: Windows Vista™ Home Premium (6.0, Build 6002) Service Pack 2 (6002.vistasp2_gdr.110617-0336)
Language: English (Regional Setting: English)
System Manufacturer: Hewlett-Packard
System Model: HP Pavilion dv7 Notebook PC
BIOS: Default System BIOS
Processor: Intel(R) Core(TM)2 Duo CPU P7350 @ 2.00GHz (2 CPUs), ~2.0GHz
Memory: 4094MB RAM
Page File: 3064MB used, 5322MB available
Windows Dir: C:\Windows
DirectX Version: DirectX 11
DX Setup Parameters: Not found
DxDiag Version: 7.00.6002.18107 32bit Unicode

------------
DxDiag Notes
------------
Display Tab 1: No problems found.
Sound Tab 1: No problems found.
Sound Tab 2: No problems found.
Sound Tab 3: No problems found.
Sound Tab 4: 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)

---------------
Display Devices
---------------
Card name: NVIDIA GeForce 9600M GT
Manufacturer: NVIDIA
Chip type: GeForce 9600M GT
DAC type: Integrated RAMDAC
Device Key: Enum\PCI\VEN_10DE&DEV_0649&SUBSYS_30F4103C&REV_A1
Display Memory: 2284 MB
Dedicated Memory: 493 MB
Shared Memory: 1791 MB
Current Mode: 1440 x 900 (32 bit) (60Hz)
Monitor: Generic PnP Monitor
Driver Name: nvd3dum,nvd3dumx.dll,nvwgf2um, nvwgf2umx.dll
Driver Version: 7.15.0011.7553 (English)
DDI Version: 10
BGRA Supported: Yes
Driver Attributes: Final Retail
Driver Date/Size: 5/13/2008 21:09:00, 5545984 bytes
WHQL Logo'd: Yes
WHQL Date Stamp:
Device Identifier: {D7B71E3E-4509-11CF-0D6E-FF1001C2CA35}
Vendor ID: 0x10DE
Device ID: 0x0649
SubSys ID: 0x30F4103C
Revision ID: 0x00A1
Revision ID: 0x00A1
Video Accel: ModeMPEG2_A ModeMPEG2_C ModeVC1_C ModeWMV9_C ModeVC1_B ModeWMV9_B ModeVC1_A ModeWMV9_A
Deinterlace Caps: {6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
{B338D50D-A64A-4790-AC01-475B64252A78}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
{6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
{B338D50D-A64A-4790-AC01-475B64252A78}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
{6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(YV12,0x32315659) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YV12,0x32315659) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YV12,0x32315659) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
{B338D50D-A64A-4790-AC01-475B64252A78}: Format(In/Out)=(YV12,0x32315659) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
{6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
{B338D50D-A64A-4790-AC01-475B64252A78}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
{6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(IMC1,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC1,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC1,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{B338D50D-A64A-4790-AC01-475B64252A78}: Format(In/Out)=(IMC1,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(IMC2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{B338D50D-A64A-4790-AC01-475B64252A78}: Format(In/Out)=(IMC2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(IMC3,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC3,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC3,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
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{B338D50D-A64A-4790-AC01-475B64252A78}: Format(In/Out)=(IMC4,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(S340,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(S340,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(S340,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{B338D50D-A64A-4790-AC01-475B64252A78}: Format(In/Out)=(S340,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(S342,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(S342,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
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{B338D50D-A64A-4790-AC01-475B64252A78}: Format(In/Out)=(S342,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
DDraw Status: Enabled
D3D Status: Enabled
AGP Status: Enabled

[Mr_Shade]

Hi There,


If you require support - you should contact them directly, since sometimes it's quicker than waiting on the forum.


Links to support are in my signature.

[dlaurence75254]

Don't waste you time or energy on "support" (the use of the term for these people is an insult to those who actually do support their games). My problem is very similar to most others: galileosimulatorwater.dll page faults. It has be over a year and Ubisoft has refused to do the honest thing and fix the problem. Now we are all wiser to the ripoff. Warn your friends, as well.

[boxware]

Hello, I found the reason why the game does not load. there is a graphics driver incompatibility for intel Hd graphics and other graphics card. My graphics card is intel Hd graphics and I solved the problem with Intel HD graphics by placing a file named d3d9.dll into the 'From Dust' installation directory. Hope this helps. I found This solution from member artbot345.

Download it here: http://www.mediafire.com/?th5wm1p5cjnru

1. unzip the RAR file.
2. move the DLL to your From Dust folder ( for standard installation on windows 7 the directory is>>>> C:\Program Files (x86)\Ubisoft\from dust