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Erik Rutins -> Tech Support FAQ (Updated for Distant Worlds: Universe) (3/25/2010 9:39:36 PM)
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Please download and apply the latest update using the "Check for Updates" option in your game menu.
Hi everyone,
This is for the post-release period. In general, we find DW to be stable and trouble-free on the vast majority of systems. However, if you run into issues these are the first steps to follow.
If you are experiencing issues running Distant Worlds Universe, please follow the steps below. After each step, please run the game and check if the issue persists. Should you try each of these and you still have issues, please contact us at the Matrix Games Help Desk http://www.matrixgames.com/support/ or e-mail Support@slitherine.co.uk, or open a thread in the official Distant Worlds forum at http://www.matrixgames.com/forums/tt.asp?forumid=792. Please note that the forum is the least reliable way to get official support, but can give a quicker response in terms of community support.
1. Please update your video and sound drivers.
2. Please ensure that you have Windows Media Player installed and enabled. You can check these at:
Control Panel > Programs and Features > Windows Features > Media Features > Windows Media Player
3. Please ensure that you have Internet Explorer installed and enabled. You can check these at: Control Panel > Programs and Features > Windows Features > Internet Explorer 11
4. Please also check that Windows Management Instrumentation Service is running. To check this open:
Control Panel >Administrative Tools > Services.
In the list of services you should look for one named "Windows Management Instrumentation". The status column should say "Started".
If this is present in the list but not started, please click the "Start" link to the left of the services list.
If the game still will not start and you receive the same error, then you may have a broken installation of WMI. You can use the tool at this link to fix it: http://windowsxp.mvps.org/repairwmi.htm
If "Windows Management Instrumentation" does not exist in the services list then you will need to enable it in Windows.
5. Please ensure that no game files have been quarantined by your Internet Security package software (Anti-Virus).
6. Please run DirectX 9.0c. This can be found in:
C:\Program Files (x86)\Steam\SteamApps\common\Distant Worlds Universe\redist\DxSetup.exe
7. Please run XNA Framework 4.0. This can be found in:
C:\Program Files (x86)\Steam\SteamApps\common\Distant Worlds Universe\redist\xnafx40_redist.msi
(Steps 8-11 are also described in this guide: http://blogs.msdn.com/b/astebner/archive/2008/03/07/8108332.aspx).
8. Go to the Control Panel then Programs and Features and attempt to repair .NET Framework 4.0.
9. If a repair does not help, then try to download and run the .NET Framework Repair Tool to see if it can find and fix any issues with the .NET Framework on your computer. You can download the tool from the below link:
http://www.microsoft.com/en-us/download/details.aspx?id=30135
10. If the repair tool does not help, then go to the Add/Remove Programs control panel and attempt to uninstall .NET Framework 4.0. Then reinstall .NET Framework 4.0 from the link below:
http://www.microsoft.com/en-us/download/details.aspx?id=17718
11. If uninstall still fails from Add/Remove Programs, download the .NET Framework cleanup tool and choose to remove .NET Framework 4.0. Then reinstall again .NET Framework 4.0 (using the file downloaded in the previous step). The cleanup tool can be found at the below link:
http://blogs.msdn.com/cfs-file.ashx/__key/CommunityServer-Components-PostAttachments/00-08-90-44-93/dotnetfx_5F00_cleanup_5F00_tool.zip
12. Please run msconfig and disable all background programs and then run the game. If the issue is resolved, then you can re-enable each program until you find the interfering program. You can see a tutorial of how to use msconfig below:
https://us.battle.net/support/en/article/shutting-down-background-applications
13. Install and run the game with your Internet Security package software (Anti-Virus) temporarily disabled.
14. Please check that you have Microsoft User Account Control disabled, then reinstall and run the game. A tutorial on how to do this can be found below:
http://www.howtogeek.com/howto/windows-vista/disable-user-account-control-uac-the-easy-way-on-windows-vista/
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If you are running Windows XP and your Distant Worlds is crashing please follow these steps to troubleshoot and remedy the problem.
Step 1. Locate tou Redist folder. This is most commonly located at C:\Matrix Games\ Distant Worlds Universe\Redist. This path may be different based on the instilation path you chose during instilation.
Step 2. Locate the file named "dotnetfx35.exe" and run the exe. If it asks you to restart your system please do so.
Step 3. Locate the file named "dotNetFx40_Full_x86_x64.exe" and run the exe. If it asks you to restart your system please do so.
Step 4. Locate the file named "DXSETUP.exe" and run the exe. If it asks you to restart your system please do so.
Step 5. Locate the file named "xnafx40_redist.msi" and run the exe. If it asks you to restart your system please do so.
Step 6. Restart your coputer.
Step 7. Run Distant Worlds Universe. If you continue to have probles continue to step 8.
Step 8. Locate the Distant worlds crash log. This is commonly located by:
Windows XP: got to start menu. Click "Run". Type %appdata% and click ok. Double Click "Code Force Limited". Double Click "Distant Worlds" Double Click "1.9.5.0". Post the DW_CrashDump.txt to the Distant Worlds Support Forums at http://www.matrixgames.com/forums/tt.asp?forumid=792
Windows vista and 7. Open Start Menu. Type %appdata% and press enter(or return). Double Click "Code Force Limited". Double Click "Distant Worlds" Double Click "1.9.5.0". Post the DW_CrashDump.txt to the Distant Worlds Support Forums at http://www.matrixgames.com/forums/tt.asp?forumid=792
Windows 8 and 8.1 Open a explorer window. In the address bar type %appdata% and press enter Double Click "Code Force Limited". Double Click "Distant Worlds" Double Click "1.9.5.0". Post the DW_CrashDump.txt to the Distant Worlds Support Forums at http://www.matrixgames.com/forums/tt.asp?forumid=792
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