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Amnesia T.D.D Troubleshooting Guide - Look Here Before Posting!!!
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Thomas Offline
Frictional Games

Posts: 2,455
Joined: Apr 2006
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Post: #1
Solved: 7 Months, 1 Day, 20 Hours, 31 Minutes, 57 Seconds ago Exclamation Amnesia T.D.D Troubleshooting Guide - Look Here Before Posting!!!

Problem A: Amnesia won't start

1. Make sure that you have updated graphics card drivers

Because Amnesia uses OpenGL your drivers may be outdated, even though you can run other games which use Direct3D. In order to learn how to update your drivers go HERE and check Question 2.

1.1 Linux Users

The open source drivers may work, but mostly they will simply not support enough features for Amnesia to run. During time of testing, we found that official drivers where pretty much always better.

1.2 Users of Intel graphics cards

Although all Intel graphics cards are not supported by Frictional Games, using the most recent drivers only Intel HD cards are able to run the game at some extent. In order to learn how to update your Intel HD drivers go HERE and check Question 2.

1.3 Users of Laptops with Dual Graphics

--> If you have a laptop with AMD dedicated and Intel HD integrated, in most cases all OpenGL applications will run with the Intel HD card due to an AMD policy. Go HERE to read more.

--> If you have a laptop with Nvidia dedicated and Intel HD integrated, in most cases you should not have any problems. In case you do, go HERE to read more.

2. Install latest update

Amnesia The Dark Descent updates can be found HERE. People who have bought from Steam, use Steam to update the game!

3. Reset settings and reboot

Sometimes changes you have made can cause problems with the game. In order to fix this you need to reset the game's settings. Go to the game's save directory and remove the main_settings.cfg file. Then start the game from the launcher without changing anything. If all works, you can exit the game and carefully change a few settings at a time. The save directories are mentioned below, at Problem X.

4. Background program interferences

It has been reported that sometimes background programs like:

Spoiler below!
ATI Tray Tools
Avast
Camtasia Studio
Comodo
Emsisoft Online Armor
f.lux
Open Broadcasting Software
Origin Overlay
Sandbox
Steam Overlay
Synergy
Teamspeak Overlay
ThreatFire
Xfire
can make the game crash at startup or even randomly. If you have tried all of the above, then it might be worth closing any AntiVirus/Firewalls as well.

5. No sound device found

If no sound device is found, make sure to shut down any music application or similar running and try again. If this fails, try running "Amnesia.exe" directly from the install directory.

For Windows XP users, check the Hardware Acceleration slider in Control Panel->Sounds and Audio Devices->(Speaker Settings) Advanced...->Performance tab and make sure it is set to "Full".

6. Bad file permissions

Sometimes the game might crash because of bad file permissions. To fix this, run as Administrator (Windows Vista, 7 & 8) or set so Amnesia executable has write permission on the install directory.

7. Screen goes black on game launch and computer freezes

Check Problem G and make sure your DPI size is set to 100%.

8. Wrong display settings

Make sure that your display supports the resolution you set at the launcher and that your desktop color depth is set to 32-bit.

Problem B: Amnesia is slow / freezes for a second sometimes

1. Make sure that you have updated graphics card drivers

Check Problem A1.x

2. Disable performance demanding features

Some of the features exposed are extremely demanding and only added because it was fun to do so. Here is a list of the most performance heavy options in the game:

Spoiler below!
- SSAO Quality. Having this to anything but medium is very demanding. High takes 4 times more to render and should not be on unless you have a newer computer.

- SSAO Samples: Keep this at 16 if you want to keep your sanity. Anything else is very demanding. Feel free to try though!

- Edge smoothing: This is basically faked FSAA and comes at a high memory cost. It might make the game run quite slow on most cards. Should give a good boost if disabled.

- World reflection: A few levels have full world reflection which can be quite heavy on some cards. Check first and then disable if needed, although world reflection looks very pretty!

Note: If removing world refection helps a lot, consider first turning down SSAO settings before turning off world reflection.

- Shadow Quality: Put this to Low for a large boost in fps, but less smooth shadows. Medium should almost have as good quality as high, so if you want to give a little boost, setting it from high to medium is a good option.

- SSAO on/off: For older cards, turning off SSAO can increase a bit in performance. Make sure to turn up gamma a bit though as having it off makes the screen brighter. Also note that some older cards might almost freeze if SSAO is on (due to shaders running in software).

- Shadow Resolution: Setting this to medium might speed up older cards.

3. Background program interferences

Check Problem A4

4. Install latest update

Check Problem A2

Problem C: Amnesia has weird/ annoying/ upside-down graphics/ everything is black except the menu

1. Make sure that you have updated graphics card drivers

Check Problem A1.x

Note: This is the proper fix for upside-down graphics as well for the black screen issue that Intel HD cards with old drivers experience(use the Have Disk method only for them).

2. Turn off post effects

Go to Options->Graphics->Advanced and here you can turn on/off all of the different effects in the game. No restart of the game is needed for these changes, so simple go back to game and see if it has been fixed.

3. Reset settings and reboot

Check Problem A3

4. Install latest update

Check Problem A2

Problem D: Fullscreen does not work

You monitor probably does not support the resolution you have chosen to use as fullscreen. Choose some other resolution and then try again. If it still does not work, check Problem A8 and make sure your DPI size is set to 100%.

Problem E: vSync makes the game crash

For some cards, vSync does not work properly and can make the game crash. To sidestep this issue, force vSync to be enabled at the graphics card control panel. It might also help to turn off triple buffering as well.

Problem F: The game crashes/freezes during gameplay

1. Write permission fail

This crash would happen during loading of new map. Make sure Amnesia has full disk read/write permission in the directory it is installed. Normally, Amnesia should not require this, but there might be occasions when cache files become out of date and the game tries to update them. For Windows Vista, 7 & 8 users, also try running as Administrator.

2. Bad cache

It might be that one of the cache files are busted. Uninstall the game, then reinstall and see if that helps. For Steam users, check Problem I to do a file integrity check.

3. Turn off post effects

Check Problem C2

4. Turn off SSAO

Turn off SSAO in the launcher and see if that helps. It is known that some cards can freeze when rendering SSAO, meaning the game would get stuck after the first logos and text (when menu is supposed to show).

5. Background program interferences

Check Problem A4

6. Install latest update

Check Problem A2

7. Users of Intel HD graphics cards

All Intel graphics cards are not supported by Frictional Games and thus problems can arise while playing the game with them. All you can do is make sure you have the latest Intel drivers installed and lower the settings. Other than that, no more support can be given in case of further problems.

Problem G: The screen is cropped and edges are not visible / Black Screen and freeze at intro logos

Make sure your graphics card drivers are updated. If the problem persists, check Problem F4 and make sure your DPI is set to 100%.

Problem H: I cannot change the Gamma (a.k.a Gamma resets to default after changing it)

This is due to certain background programs interfering. Most noticeably software screen gamma/brightness calibrators such as f.lux. Check Problem A4 for known interfering programs.

Problem I: I was told to do a Steam File Integrity Check or Local Content Deletion. How do I do that?

When it comes to Steam, usually most problems can be solved by verifying integrity of game cache (a.k.a. file integrity check) or by deleting local content (a.k.a. game uninstall). To learn how to do that go HERE.

Problem J: Should I trust sites that tell me whether I can run the game or not?

Sort answer, no. You cannot trust any site that offers to scan your computer, detect your hardware and tell you whether the game will run or not. A typical example is the famous site "Can You Run it?. While such sites can be helpful sometimes with other games, that's not the case with Amnesia. The site can usually provide an estimation on whether you can run the game and thus in some cases it either tells you that the game will work when it really doesn't or tell you that your computer is below requirements when you shouldn't have any issues.

Problem K: Alt-tabbing out of the game and back in does not work (a.k.a mouse stuck at top left corner)

This is a known problem of an older version of SDL.dll library. In order to fix the issue go HERE.

Problem L: It is very hard to turn wheels/cranks/valves

Check Problem A2 to update the game and make sure that Mouse Smooth is on. It has been reported that not having it on makes interaction harder.

Problem X: Problem is not covered above!!!

Create a new topic in the correct "Technical Support" forum (MAC and Linux users take extra notice here!). Make sure to name your topic properly, describe your problem with as much detail as possible and include the information below:

1) What operating system do you have? Also 32-bit or 64-bit?
2) Is it a laptop or a desktop?
3) Attach the file HPL.log located at the save folder mentioned below.

Notice: Make sure the HPL.log file is really in the save folder and not in the same folder as Amnesia.exe. The correct HPL.log file location is:

Windows Vista, 7 & 8: "My Documents\Amnesia\Main\"
Linux: ".frictionalgames/Amnesia/Main/"
Mac: "Library/Application Support/Frictional Games/Amnesia/Main/"
(This post was last modified: 07-01-2014 10:17 AM by plutomaniac.)
09-04-2010 12:38 AM
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