Game crashing regularly
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Hi all,
I looked through the forums and have been troubleshooting this on and off for about a day now, with no luck. The game will crash randomly and I'm unable to locate the source of the issue. Setup: NVIDIA GeForce RTX 2060 with two monitors using DisplayPort cables OS: Windows 10 Home 64-bit Error message: Faulting application name: PathOfExile_x64Steam.exe, version: 0.0.0.0, time stamp: 0x6032c7a6 Faulting module name: KERNELBASE.dll, version: 10.0.18362.1350, time stamp: 0x9ccf9e81 Exception code: 0xe0000001 Fault offset: 0x0000000000043b29 Faulting process id: 0x205c Faulting application start time: 0x01d70a069d7e058b Faulting application path: C:\Program Files (x86)\Steam\steamapps\common\Path of Exile\PathOfExile_x64Steam.exe Faulting module path: C:\Windows\System32\KERNELBASE.dll Report Id: e8e761e4-9ab5-415b-bfe5-628f454c1c12 Faulting package full name: Faulting package-relative application ID: Troubleshooting steps taken: - Uninstall/reinstall PoE - Attempt to use steam client - Toggle PoE between different displays (#0 and #1) - Toggle between DX11 and Vulkan - Run PoE in Windows 8 compatibility mode - Run PackCheck.exe to verify Content.ggpk - Update to latest version of Windows and restart - Run sfc/scannow via Admin command line - Uninstall all Xbox software via powershell - Disable all overlays (Discord, NVIDIA, etc) for PoE - Uninstall NVIDIA Game Experience - Ran Windows disk check (no errors) - Unregister/register KernelBase.dll (ran into a different error here, could not complete) - DISM /Online /Cleanup-Image /RestoreHealth (no errors) At this point I am out of ideas and cannot find any more various tech forums with new things to try. Any help is greatly appreciated as the game rarely gets past the login screen (steam or standalone) and won't stay up longer than 5-10 minutes. Last bumped on May 23, 2021, 4:26:50 PM
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Hi there, ihatetombrady! I'm sorry to hear that this is happening.
In this situation we will need some additional information about your PC so that we can continue troubleshooting, and the best way to provide this will be for you to provide us a DirectX Diagnostic (DxDiag) report! To generate a DxDiag report, please follow these steps: ~ Press the windows key + r on your keyboard to bring up the Run interface ~ Type dxdiag into the run dialogue box and press enter ~ When the DxDiag application starts up, press the 'Save All Information' button in the bottom right, save the report to your desktop and post here as a pastebin.com link. Need help? Contact Support :)
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Thanks Lisa! Here's the pastebin: https://pastebin.com/ChYEdQTz. Please let me know if I can provide any additional information.
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It's worth noting that I had intentionally installed an older version of the NVIDIA driver as a troubleshooting step. A forum post here indicated that it resolved the issue for another user. The issue was occurring even with the latest driver.
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Hi there, ihatetombrady! Thanks for that information.
It looks like your Windows may still need updating as it looks like you are on version 1909. You should be able to see this if you go to Settings > Update and Security. There should be a 'Feature Update to Windows 10, Version 2004' available to download and install. This is a manual installation, sometimes feature updates do not download and install automatically, instead they need to be accepted manually. I would also suggest rebooting your system after you have installed these updates to ensure these changes are fully in effect. I hope this helps, please let us know if you continue to experience any issues. Need help? Contact Support :)
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I'm upgrading to Windows 10 version 20H2 as we speak. This was the next version available for me to upgrade to. If there's another version after this, I'll upgrade again and let you know if I run into further issues. Are the other items I should check in the meantime?
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Hi there, ihatetombrady! Thank you for getting back to us.
I have had another look at your DxDiag and it looks like you have been receiving multiple LiveKernelEvent 141 errors in your Windows Error Reporting log. This may indicate either a hardware issue, or possibly a driver corruption issue. If it is a driver corruption issue, the most likely culprit would be your graphics processor's driver. Could you please download and re-install the most up-to-date version of your driver here: https://www.nvidia.com/en-us/geforce/drivers Alternatively, you can use the Windows 10 driver re-installation instructions at the bottom of the page here: https://support.microsoft.com/help/4028443/windows-10-update-drivers Please let us know if this doesn't fix the problem! Need help? Contact Support :)
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Hey Lisa, I've updated to the latest version of Windows and the NVIDIA driver. PoE is still crashing consistently upon startup, with the same DLL error in the EventViewer.
Error: Faulting application name: PathOfExile_x64.exe, version: 0.0.0.0, time stamp: 0x6032c7a6 Faulting module name: KERNELBASE.dll, version: 10.0.19041.804, time stamp: 0x0e9c5eae Exception code: 0xe0000001 Fault offset: 0x000000000002d759 Faulting process id: 0x2e98 Faulting application start time: 0x01d70a1f1c420ad5 Faulting application path: C:\Program Files (x86)\Grinding Gear Games\Path of Exile\PathOfExile_x64.exe Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll Report Id: 948db539-4e6e-4cce-ac38-7ce23e9a39e0 Faulting package full name: Faulting package-relative application ID: DxDiag: https://pastebin.com/mTUuBaUF |
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" Have you tried this --> 1. Are you using any kind of 3 party software like MSI afterburner, nVidia Experiance and so on? If yes, then close them so they are not open before starting PoE !! 2. Close the game and do this --> 3. Delete ALL files inside the follwing directory's --> C:\Users\"windows account name"\Documents\My Games\Path of Exile\Countdown C:\Users\"windows account name"\Documents\My Games\Path of Exile\DailyDealCache C:\Users\"windows account name"\Documents\My Games\Path of Exile\Minimap C:\Users\"windows account name"\Documents\My Games\Path of Exile\MOTDCache C:\Users\"windows account name"\Documents\My Games\Path of Exile\ShopImages 4. Are you doing any kind of OC on your CPU, GPU or RAM ?? |
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" 1. Not that I'm aware of, at this point. I had disabled and uninstalled many of the default services including Xbox game bar and NVIDIA game experience. I've removed PoE from Discord as well. 2. All files have been removed. I launched the client and it crashed immediately after logging in. 3. I do not believe there is any OC going on. I haven't configured any, so if any is occurring it is on by default with the hardware that came with the PC. |
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