General Galactic Civilizations III Troubleshooting
System Requirements
Game loading issues
Errors \ Crashes (please click here 1st)
Self Support
General Galactic Civilizations IV Troubleshooting
Below is a list of things to try if you are having technical issues with installing or running Galactic Civilizations IV. Another resource for seeing if your issue is being addressed can be found in the GalCiv4 forum:
https://forums.galciv4.com/
Please also see the GalCiv4 Wiki for additional help with gameplay and other important details:
wiki.galciv.com/index.php
NOTE: If you are having crashes of any kind with the game, when the pop-up shows, please submit details about the issue and provide a valid email address in their respective fields. These are very valuable to us and we may reach out to you for help in diagnosing an issue. Any data submitted is only ever used for this effort.
GC4 System Requirements
Minimum
OS, Windows 10 64-bit
Processor, Quad-Core Processor
Memory, 8GB RAM
Storage, 14 GB
Direct X 11
Graphics, 1 GB Video Card
Resolution, 1920x1080
Recommended
OS, Windows 10 64-bit
Processor, Quad-Core Processor
Memory, 16GB RAM
Storage, 14 GB
Direct X 11
Graphics, 1 GB Video Card
GC4 Game Loading Issues
Verifying Game Files
Steam
If the game was delivered via Steam, please see the follow link for verifying your Steam files:
https://help.steampowered.com/en/faqs/view/0c48-fcbd-da71-93eb
Epic
If the game was delivered via Epic, please see the follow link for verifying your Epic files:
https://www.epicgames.com/help/en-US/technical-support-c5719357686683/general-support-c5719341627163/how-do-i-verify-game-files-in-the-epic-games-launcher-a5720337301659
Update Video Drivers
Please make sure your video drivers are up-to-date. Even if they are current, a full remove, and reinstall, would be prudent; especially if you have recently installed Windows 10.
Nvidia
https://www.nvidia.com/Download/index.aspx?lang=en-us
For Nvidia driver uninstalling/clean installing. The below screenshots will help with how to do that:
http://screencast.com/t/Zxuoznqdg8LN http://screencast.com/t/upWIXNbcW9
ATI \ AMD
https://support.amd.com/us/gpudownload/Pages/index.aspx
For ATI \ AMD driver uninstalling:
https://support.amd.com/en-us/kb-articles/Pages/GPU57RemoveOldGraphicsDrivers.aspx
Intel
https://www.intel.com/content/www/us/en/support/detect.html
Reinstall VCRedist and DXSetup
Steam
In the following location:
C:\Program Files (x86)\Steam\steamapps\common\Steamworks Shared_CommonRedist\vcredist\2019
Run: vcredist_x64.exe ('Repair' option when prompted)
In the following location:
C:\Program Files (x86)\Steam\steamapps\common\Steamworks Shared\_CommonRedist\DirectX\Jun2010
Run: DXSetup.exe
Reboot and try to run the game again.
Epic
Naviate to the installation directory for the game. Example:
Run the RedistInstall file and allow it to finish.
Reboot and try to run the game again.
Renaming Stardock Local Files
For almost all Stardock games, there are user-specific files saved (settings, saves, etc) in your Documents folder. This is an example of one of our games, Star Control:
\Documents\My Games\Star Control
Rename that game directory to Game_OLD (using the example above it would be Star Control_OLD)
Try to run the game again. If the game then runs, there is a setting, MOD, or an issue with the save (if loading from one prior). You can copy the save from Game_OLD\Saves to the newly created directory Game\Saves and load try loading it. If it runs as expected, then its a settings issue. If not, there might be something wrong that we need to look at. Please go to the Stardock forums, find the game location, an create a new thread for it.
Check for Windows Updates
At times it is important to make sure your Windows environment is up to date. Please run Windows Update to make sure you have the most recent version of your OS and additional updates that Microsoft may send through Windows Update.
Create New Windows Administrator Account
As a test, create a new Windows Administrator (<--important) account and try to run the game again:
https://support.microsoft.com/en-us/windows/create-a-local-user-or-administrator-account-in-windows-20de74e0-ac7f-3502-a866-32915af2a34d
If that works, for some, we have seen that permissions for the 'My Games' directory have changed after a Windows 10\11 upgrade. If you have recently upgraded to Windows 10\11 and the game will not load \ save \ save your settings changes, please see:
https://support.microsoft.com/en-us/windows/allow-an-app-to-access-controlled-folders-b5b6627a-b008-2ca2-7931-7e51e912b034#:~:text=Select%20Start%20%3E%20Settings%20%3E%20Update%20%26%20Security,Controlled%20folder%20access%20setting%20to%20On%20or%20Off.
Virtual Memory
Please turn on the following Virtual Memory option (See picture below):
Control Panel -> Advanced System Settings -> Advanced -> Settings -> Advanced -> Change -> Automatically manage paging file size for all drives -> System Managed -> Ok
Example: https://sd.stardock.com/acole/Images/Jing/2016-04-06_1119.png
Crashes When Games is Fullscreen
If you are experiencing crashes playing the game in full-screen mode, please go to your game options, select "video", and set "mode" to either "borderless windowed" or "windowed" to improve stability.
If you are having trouble running the game at all, you can edit the settings for the game manually.
3rd Party products:
Of primary concern are programs that inject themselves into the video process, like video capture programs and overclockers, that can cause DirectX (both 11 and 12) programs to crash. In addition to the ones mentioned below, look in your system tray and disable programs that might inject themselves into the game process. Some common examples are:
Disable UPlay
Open Task Manager and make sure no entries for UPlay are present or running in the Applications/Processes tab.
Disable ATIs 'Gaming Evolved (Raptr)
http://support.raptr.com/support/solutions/articles/5000541598-how-do-i-uninstall-raptr-amd-gaming-evolved-
Disable PrecisionX
If you run EVGA's PrecisionX, please disable it making sure to set your video card for factory specs prior.
Disable RivaTuner
If you run RivaTuner software, please disable or close it completely before running Ashes.
Broadcasting \ Recording Software
Turn off any game broadcasting \ recording software. Some common examples are:
NVidia ShadowPlay (Now NVidia Share)
https://sd.stardock.com/acole/Images/Jing/2016-04-06_1145.png
XSplit Gamecaster
https://sd.stardock.com/acole/Images/Jing/2016-04-06_1211.png
Open Broadcast Software (OBS)
https://sd.stardock.com/acole/Images/Jing/2016-04-06_1230.png
Overclocking & Power Consumption
Overclocking a CPU \ GPU increases the temperature and power consumption of a PC. With that, it's possible your PC will lack the power or cooling to properly run the game.
Signs that this is the case are if the PC itself totally shuts down or fails after a consistent allotment of time, rather than a specific event, while playing the game. If you are overclocking your CPU \ GPU, please return them to factory specs for testing purposes.
Also, if you have added a high-end video card, the requirements of the game may expose an inadequate power supply. When testing to ensure that the power supply is adequate, there are 3rd party products that will allow you to restrict the amount of power the video card uses. If when you cap the power, the game runs as expected, it would be prudent to consider investigating power consumption or the power supply itself.
Apps that can help return factory overclocked cards to stock speeds and report on power consumption:
EVGA PrecisionX:
https://sd.stardock.com/brad.ather/Jingimages/2016-08-30_1602.png
MSI Afterburner:
https://sd.stardock.com/acole/Images/Jing/2016-04-04_0951.png
Nvidia Control Panel
Debug Mode will reset your card to stock speeds:
http://sd.stardock.com/brad.ather/Jingimages/2017-04-20_1439.png
Perhaps try turning the power to 100% or lower to expose any power consumption issues. If you need to verify stock speeds, you will need to check with your manufacturer.
Example:
Nvidia: http://www.geforce.com/hardware/10series/geforce-gtx-1080 (Click Specs)
AMD: http://www.amd.com/en-us/products/graphics/desktop/r9 (Scroll down for Specs)
Black screen on loading game
If you run the game for the 1st time and get a black screen, try running the following VC_redist
https://aka.ms/vs/17/release/vc_redist.x86.exe
Reboot and try to run the game again post-install.
Delete Prefs.ini
To see if any graphical issue is a result of a setting change (conscious or otherwise), try deleting the prefs.ini.
In this location:
\Documents\My Games\GalCiv4
Delete the prefs.ini file and try to run the game again (a new one will be created).
Low Prefs
For clients with low-end video cards (especially Intel PC's with only integrated Video), try running the game with some lower base settings to see if that resolves some of your issues.
Please download the following Prefs.ini file and unzip it in the location following:
https://cdn.stardock.us/support/uploads/GC4_LowPrefs.zip
Directory:
\Documents\My Games\GalCiv4
GC4 Game Loading Issues
Verifying Game Files
Steam
If the game was delivered via Steam, please see the follow link for verifying your Steam files:
https://help.steampowered.com/en/faqs/view/0c48-fcbd-da71-93eb
Epic
If the game was delivered via Epic, please see the follow link for verifying your Epic files:
https://www.epicgames.com/help/en-US/technical-support-c5719357686683/general-support-c5719341627163/how-do-i-verify-game-files-in-the-epic-games-launcher-a5720337301659
Update Video Drivers
Please make sure your video drivers are up-to-date. Even if they are current, a full remove, and reinstall, would be prudent; especially if you have recently installed Windows 10.
Nvidia
https://www.nvidia.com/Download/index.aspx?lang=en-us
For Nvidia driver uninstalling/clean installing. The below screenshots will help with how to do that:
http://screencast.com/t/Zxuoznqdg8LN http://screencast.com/t/upWIXNbcW9
ATI \ AMD
https://support.amd.com/us/gpudownload/Pages/index.aspx
For ATI \ AMD driver uninstalling:
https://support.amd.com/en-us/kb-articles/Pages/GPU57RemoveOldGraphicsDrivers.aspx
Intel
https://www.intel.com/content/www/us/en/support/detect.html
Reinstall VCRedist and DXSetup
Steam
In the following location:
C:\Program Files (x86)\Steam\steamapps\common\Steamworks Shared_CommonRedist\vcredist\2019
Run: vcredist_x64.exe ('Repair' option when prompted)
In the following location:
C:\Program Files (x86)\Steam\steamapps\common\Steamworks Shared\_CommonRedist\DirectX\Jun2010
Run: DXSetup.exe
Reboot and try to run the game again.
Epic
Naviate to the installation directory for the game. Example:
Run the RedistInstall file and allow it to finish.
Reboot and try to run the game again.
Renaming Stardock Local Files
For almost all Stardock games, there are user-specific files saved (settings, saves, etc) in your Documents folder. This is an example of one of our games, Star Control:
\Documents\My Games\Star Control
Rename that game directory to Game_OLD (using the example above it would be Star Control_OLD)
Try to run the game again. If the game then runs, there is a setting, MOD, or an issue with the save (if loading from one prior). You can copy the save from Game_OLD\Saves to the newly created directory Game\Saves and load try loading it. If it runs as expected, then its a settings issue. If not, there might be something wrong that we need to look at. Please go to the Stardock forums, find the game location, an create a new thread for it.
Check for Windows Updates
At times it is important to make sure your Windows environment is up to date. Please run Windows Update to make sure you have the most recent version of your OS and additional updates that Microsoft may send through Windows Update.
Create New Windows Administrator Account
As a test, create a new Windows Administrator (<--important) account and try to run the game again:
https://support.microsoft.com/en-us/windows/create-a-local-user-or-administrator-account-in-windows-20de74e0-ac7f-3502-a866-32915af2a34d
If that works, for some, we have seen that permissions for the 'My Games' directory have changed after a Windows 10\11 upgrade. If you have recently upgraded to Windows 10\11 and the game will not load \ save \ save your settings changes, please see:
https://support.microsoft.com/en-us/windows/allow-an-app-to-access-controlled-folders-b5b6627a-b008-2ca2-7931-7e51e912b034#:~:text=Select%20Start%20%3E%20Settings%20%3E%20Update%20%26%20Security,Controlled%20folder%20access%20setting%20to%20On%20or%20Off.
Virtual Memory
Please turn on the following Virtual Memory option (See picture below):
Control Panel -> Advanced System Settings -> Advanced -> Settings -> Advanced -> Change -> Automatically manage paging file size for all drives -> System Managed -> Ok
Example: https://sd.stardock.com/acole/Images/Jing/2016-04-06_1119.png
Crashes When Games is Fullscreen
If you are experiencing crashes playing the game in full-screen mode, please go to your game options, select "video", and set "mode" to either "borderless windowed" or "windowed" to improve stability.
If you are having trouble running the game at all, you can edit the settings for the game manually.
3rd Party products:
Of primary concern are programs that inject themselves into the video process, like video capture programs and overclockers, that can cause DirectX (both 11 and 12) programs to crash. In addition to the ones mentioned below, look in your system tray and disable programs that might inject themselves into the game process. Some common examples are:
Disable UPlay
Open Task Manager and make sure no entries for UPlay are present or running in the Applications/Processes tab.
Disable ATIs 'Gaming Evolved (Raptr)
http://support.raptr.com/support/solutions/articles/5000541598-how-do-i-uninstall-raptr-amd-gaming-evolved-
Disable PrecisionX
If you run EVGA's PrecisionX, please disable it making sure to set your video card for factory specs prior.
Disable RivaTuner
If you run RivaTuner software, please disable or close it completely before running Ashes.
Broadcasting \ Recording Software
Turn off any game broadcasting \ recording software. Some common examples are:
NVidia ShadowPlay (Now NVidia Share)
https://sd.stardock.com/acole/Images/Jing/2016-04-06_1145.png
XSplit Gamecaster
https://sd.stardock.com/acole/Images/Jing/2016-04-06_1211.png
Open Broadcast Software (OBS)
https://sd.stardock.com/acole/Images/Jing/2016-04-06_1230.png
Overclocking & Power Consumption
Overclocking a CPU \ GPU increases the temperature and power consumption of a PC. With that, it's possible your PC will lack the power or cooling to properly run the game.
Signs that this is the case are if the PC itself totally shuts down or fails after a consistent allotment of time, rather than a specific event, while playing the game. If you are overclocking your CPU \ GPU, please return them to factory specs for testing purposes.
Also, if you have added a high-end video card, the requirements of the game may expose an inadequate power supply. When testing to ensure that the power supply is adequate, there are 3rd party products that will allow you to restrict the amount of power the video card uses. If when you cap the power, the game runs as expected, it would be prudent to consider investigating power consumption or the power supply itself.
Apps that can help return factory overclocked cards to stock speeds and report on power consumption:
EVGA PrecisionX:
https://sd.stardock.com/brad.ather/Jingimages/2016-08-30_1602.png
MSI Afterburner:
https://sd.stardock.com/acole/Images/Jing/2016-04-04_0951.png
Nvidia Control Panel
Debug Mode will reset your card to stock speeds:
http://sd.stardock.com/brad.ather/Jingimages/2017-04-20_1439.png
Perhaps try turning the power to 100% or lower to expose any power consumption issues. If you need to verify stock speeds, you will need to check with your manufacturer.
Example:
Nvidia: http://www.geforce.com/hardware/10series/geforce-gtx-1080 (Click Specs)
AMD: http://www.amd.com/en-us/products/graphics/desktop/r9 (Scroll down for Specs)
Black screen on loading game
If you run the game for the 1st time and get a black screen, try running the following VC_redist
https://aka.ms/vs/17/release/vc_redist.x86.exe
Reboot and try to run the game again post-install.
Delete Prefs.ini
To see if any graphical issue is a result of a setting change (conscious or otherwise), try deleting the prefs.ini.
In this location:
\Documents\My Games\GalCiv4
Delete the prefs.ini file and try to run the game again (a new one will be created).
Low Prefs
For clients with low-end video cards (especially Intel PC's with only integrated Video), try running the game with some lower base settings to see if that resolves some of your issues.
Please download the following Prefs.ini file and unzip it in the location following:
https://cdn.stardock.us/support/uploads/GC4_LowPrefs.zip
Directory:
\Documents\My Games\GalCiv4
Self Support
GC4 Full Uninstall and Reinstall
After GC4 has been uninstalled, please press the Windows key and "R" at the same time. In the window that appears, paste the path below and hit enter:
%userprofile%\Documents\My Games
In the "My Games" folder, rename any folders related to 'Galciv4' to 'Galciv4_OLD'. Upon reinstall (if that is the goal), a new folder will be created.
Once again, press the Windows key and "R" at the same time, and use the path below:
You should see a folder named "Galactic Civilizations IV", please rename this likewise as well.
Lastly, please navigate to the location where you installed the game - typically that is:
C:\Program Files\Epic Games
If a GCIV folder exists, delete it.
Restart your computer and reinstall GC4 using Epic Client. After it has completed the installation, please create a new game to see if your issues persist.