HitokiriAkins Posted October 24, 2020 Share Posted October 24, 2020 Since I can't find the Customer Service thread, I'm posting it here. I recently bought a brand new, Windows 10 computer. And ever since the first install, the game won't load. It will go to the initial load screen, and it won't load into the character select screen. I've left it on for up to an hour, and it won't load. Here's my DXDiag. ----------------- System Information ------------------ Time of this report: 10/24/2020, 10:28:39 Machine name: LAPTOP-RH5PKFLL Machine Id: {4D0D5A3F-E2C9-4BCE-985D-48A2A8743CF6} Operating System: Windows 10 Home 64-bit (10.0, Build 19041) (19041.vb_release.191206-1406) Language: English (Regional Setting: English) System Manufacturer: HP System Model: HP Laptop 17-by3xxx BIOS: F.09 (type: UEFI) Processor: Intel® Core i5-1035G1 CPU @ 1.00GHz (8 CPUs), ~1.2GHz Memory: 8192MB RAM Available OS Memory: 7880MB RAM Page File: 5632MB used, 6589MB available Windows Dir: C:\WINDOWS DirectX Version: DirectX 12 DX Setup Parameters: Not found User DPI Setting: 96 DPI (100 percent) System DPI Setting: 96 DPI (100 percent) DWM DPI Scaling: Disabled Miracast: Available, with HDCP Microsoft Graphics Hybrid: Not Supported DirectX Database Version: 1.0.8 DxDiag Version: 10.00.19041.0546 64bit Unicode ------------ DxDiag Notes ------------ Display Tab 1: No problems found. Sound Tab 1: 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: Intel® UHD Graphics Manufacturer: Intel Corporation Chip type: Intel® UHD Graphics Family DAC type: Internal Device Type: Full Device (POST) Device Key: Enum\PCI\VEN_8086&DEV_8A56&SUBSYS_868E103C&REV_07 Device Status: 0180200A [DN_DRIVER_LOADED|DN_STARTED|DN_DISABLEABLE|DN_NT_ENUMERATOR|DN_NT_DRIVER] Device Problem Code: No Problem Driver Problem Code: Unknown Display Memory: 4068 MB Dedicated Memory: 128 MB Shared Memory: 3940 MB Current Mode: 1600 x 900 (32 bit) (60Hz) HDR Support: Not Supported Display Topology: Internal Display Color Space: DXGI_COLOR_SPACE_RGB_FULL_G22_NONE_P709 Color Primaries: Red(0.622070,0.352539), Green(0.336914,0.609375), Blue(0.155273,0.100586), White Point(0.312500,0.328125) Display Luminance: Min Luminance = 0.500000, Max Luminance = 270.000000, MaxFullFrameLuminance = 270.000000 Monitor Name: Generic PnP Monitor Monitor Model: unknown Monitor Id: BOE069B Native Mode: 1600 x 900(p) (60.015Hz) Output Type: Internal Monitor Capabilities: HDR Not Supported Display Pixel Format: DISPLAYCONFIG_PIXELFORMAT_32BPP Advanced Color: Not Supported Driver Name: C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_e1aaecdb3ba3d568\igdumdim64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_e1aaecdb3ba3d568\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_e1aaecdb3ba3d568\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_e1aaecdb3ba3d568\igd12umd64.dll Driver File Version: 27.20.0100.8280 (English) Driver Version: 27.20.100.8280 DDI Version: 12 Feature Levels: 12_1,12_0,11_1,11_0,10_1,10_0,9_3,9_2,9_1 Driver Model: WDDM 2.7 Hardware Scheduling: Supported:False Enabled:False Graphics Preemption: Triangle Compute Preemption: Thread Miracast: Not Supported by Graphics driver Detachable GPU: No Hybrid Graphics GPU: Integrated Power P-states: Not Supported Virtualization: Paravirtualization Block List: DISABLE_HWSCH Catalog Attributes: Universal:False Declarative:True Driver Attributes: Final Retail Driver Date/Size: 5/18/2020 8:00:00 PM, 1433352 bytes WHQL Logo'd: Yes WHQL Date Stamp: Unknown Device Identifier: {D7B78E66-C916-11CF-D453-EAA6BCC2D635} Vendor ID: 0x8086 Device ID: 0x8A56 SubSys ID: 0x868E103C Revision ID: 0x0007 Link to comment Share on other sites More sharing options...
Kaveat Posted October 24, 2020 Share Posted October 24, 2020 try support@swtor.com Link to comment Share on other sites More sharing options...
HitokiriAkins Posted October 24, 2020 Author Share Posted October 24, 2020 Okay, thanks. Link to comment Share on other sites More sharing options...
JediQuaker Posted October 24, 2020 Share Posted October 24, 2020 (edited) A couple of things: Are you running SWTOR launcher "as administrator"? Are you actually trying to run SWTOR on Intel Integrated Graphics? 😮 You should be running "as administrator", and I don't know if the IIG could be the problem, but you really should get a "real" graphics card. Also, of course, make sure your anti-virus isn't blocking the Launcher and/or swtor.exe EDIT - I just noticed it's a laptop. A basic bottom end laptop with no discrete graphics. If it runs at all, it won't run well. 🤔 Edited October 25, 2020 by JediQuaker Link to comment Share on other sites More sharing options...
Tsillah Posted October 24, 2020 Share Posted October 24, 2020 (edited) You're using a resolution of 1600 x900. Are you really telling me this is a new computer? Edited October 24, 2020 by Tsillah Link to comment Share on other sites More sharing options...
Rion_Starkiller Posted October 24, 2020 Share Posted October 24, 2020 TBH, this machine looks like it’s under the minimum system requirements. I am surprised it ran even once. Link to comment Share on other sites More sharing options...
lukeisjedi Posted October 24, 2020 Share Posted October 24, 2020 This system doesn't meet the minimum requirements. You need at least a 2.0ghz cpu. Link to comment Share on other sites More sharing options...
Tsillah Posted October 24, 2020 Share Posted October 24, 2020 (edited) This system doesn't meet the minimum requirements. You need at least a 2.0ghz cpu. Current day CPUs in laptops tend to have a lower base but as it requires more scale up with the requirements of the CPU. This particular CPU is 1Ghz base but boosts till 3.6 Ghz. So it may not be the CPU. The resolution however points to another matter entirely. It seems to have onboard graphics but not sure which one. Onboard graphics cards are not really meant for gaming so that's more likely to be the issue in my view. It looks like he basically bought a laptop that is meant for general use like browsing and playing videos and tried to play games on it. Edited October 24, 2020 by Tsillah Link to comment Share on other sites More sharing options...
Ramalina Posted October 24, 2020 Share Posted October 24, 2020 In theory the integrated graphics on recent Intel chips should be sufficient to run SWTOR. By recent, if you go by the specs, this means 2013 or later if you believe that HD 5000 or better can run SWTOR. In practice, integrated graphics, especially mobile integrated graphics, tend to have more than their fair share of problems (even given that SWTOR is not at all a demanding game). On a laptop after anti-malware, my first suspect would be video settings or drivers. Check settings for power use and 3D acceleration. These may be default set for battery life, and if that's the case you may have to change them to allow the onboard chip to use its full power, which games may need. Then try driver updates. First back up any important data. Then back up any software that you can't easily download. Then back up your current driver version. Then check the OEM, I think your post mentions HP, for their most up to date driver. Update and see if that helps. If not, try the latest Intel graphics driver for your CPU. Laptops can be sort of a pain in the rear to deal with. The hardware is optimized for battery life and low weight and they tend to have custom board designs instead of more standardized designs. It leads to more compatibility and driver issues than you typically see for desktops. I spent almost 6 years with my main gaming machine a mid range laptop. Laptop only problems just comes with the territory. On the other hand, I'd hate to try carrying my desktop around all day in my backpack. Link to comment Share on other sites More sharing options...
Kaveat Posted October 24, 2020 Share Posted October 24, 2020 Intel® Core™ i5-1035G1 Processor The CPU and integrated GPU are technically "OK" (see plenty of people still playing SWTOR on worse), but between Win10 driver issues and recent game patch, could be any number of things. Link to comment Share on other sites More sharing options...
SteveTheCynic Posted October 25, 2020 Share Posted October 25, 2020 Current day CPUs in laptops tend to have a lower base but as it requires more scale up with the requirements of the CPU. This particular CPU is 1Ghz base but boosts till 3.6 Ghz. So it may not be the CPU. The resolution however points to another matter entirely. It seems to have onboard graphics but not sure which one. Onboard graphics cards are not really meant for gaming so that's more likely to be the issue in my view. It looks like he basically bought a laptop that is meant for general use like browsing and playing videos and tried to play games on it. On the other hand, the machine *doesn't* meet the sysreqs, because of this line about the graphics: >>> Dedicated Memory: 128 MB The sysreqs say 1GB minimum of dedicated graphics memory. Link to comment Share on other sites More sharing options...
Kaveat Posted October 25, 2020 Share Posted October 25, 2020 (edited) On the other hand, the machine *doesn't* meet the sysreqs, because of this line about the graphics: >>> Dedicated Memory: 128 MB The sysreqs say 1GB minimum of dedicated graphics memory. Display Memory: 4068 MB guess you missed the line right above the one you snipped to poke at Edited October 25, 2020 by Kaveat Link to comment Share on other sites More sharing options...
Rion_Starkiller Posted October 25, 2020 Share Posted October 25, 2020 (edited) Unfortunately, since there is no graphics card, then there is no actual dedicated graphics memory. The 4 gb listed is system RAM that can be used for graphics memory. Since the system only has 8gb RAM to begin with, it’s unlikely this laptop can allocate even that much. As for the 128 mb dedicated, I’m not sure what that is... I guess it’s what Windows dedicates to the CPU/UHD graphics? Or perhaps it’s part of the CPU cache? Lastly, this type of processor with built-in graphics is doing double workload. With the amount of single/dual core processing power needed to run SWTOR, this machine simply won’t run this game well at all. And the 3.6 ghz turbo: there’s no way the laptop can sustain that, particularly given the limited cooling most laptops have. tl;dr Dedicated graphics memory requirements for video games historically means actual graphics RAM on the graphics card Edited October 25, 2020 by Rion_Starkiller Link to comment Share on other sites More sharing options...
Kaveat Posted October 26, 2020 Share Posted October 26, 2020 (edited) SW:TOR - System Requirements Star Wars: The Old Republic requires a video card that has a minimum of 1GB of on-board RAM as well as support for Shader 3.0 or better. Examples include: Intel HD 3000 or betterAMD Radeon HD 7450Nvidia GeForce 610 Dedicated graphics memory requirements for video games historically means actual graphics RAM on the graphics card The entire Intel HD line is CPU integrated graphics, all of which use a portion of system memory to function. Which according to their own minimum requirements as of August 2017, the OP's setup exceeds. Edited October 26, 2020 by Kaveat Link to comment Share on other sites More sharing options...
SteveTheCynic Posted October 27, 2020 Share Posted October 27, 2020 SW:TOR - System Requirements The entire Intel HD line is CPU integrated graphics, all of which use a portion of system memory to function. Which according to their own minimum requirements as of August 2017, the OP's setup exceeds. According to https://help.ea.com/en-us/help/star-wars/star-wars-the-old-republic/swtor-system-requirements/ the system requirements are: "Star Wars: The Old Republic requires a video card that has a minimum of 1GB of on-board RAM as well as support for Shader 3.0 or better." That slightly slippery wording "on-board RAM" usually means "dedicated". OP's graphics "card" doesn't have 1GB of that. Link to comment Share on other sites More sharing options...
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