[2020] An unexpected DirectX error occured.

Hey quixadhal,

This issue is known by the dev team and they are investigating it.

Thank you for the report

The team are looking into this issue.

Thanks for your patience!

We have no ETA as of yet, regretfully!

Originally Posted by Keggi80
Hello there.

I have bought a brand new PC for playnign the new Anno, and all I can see after starting the campaign are a lot of white squares over the screen, and then 2 sconds black, and then the same error message .... I tried DX11 and DX12... makes no difference.

Has anybody an idea how to fix it? The patch from the 25th was not helpfull I fear..... Support-Team? Any news?

Hello Keggi80,

I'm sorry that you are experiencing this. The development team are aware of it and are working on a fix!
Any update will be posted on this forum, so please keep an eye out.

Thank you for your patience!

Hey guys! Just to clarify, what GPU do you guys have?

Hey,

Can you make sure that your GPU drivers are up to date?

Hey everyone! There seems to be a few different issues regarding the "An unexpected DirectX error occurred."

1) After restarting the multiplayer game session
2) When the folder "Anno7" is deleted in Documents folder
3) It is just crashing on launch.

Could you all submit a ticket with your MSINFO files, and please specific which of the three is happening to you?

Hello everyone,

We have been investigating the different DirectX crash reports that we have received within this thread, however we have not received enough system files to find anything conclusive.

Would it be possible to submit your system files in a new support case, then place the case number here? This FAQ explains how: https://support.ubi.com/en-GB/faqs/000026442/

I understand this is a very frustrating issue and you are all doing the best you can to help one another. Please focus on providing the system files so we can provide as much information as possible to our dev team.

Thank you all for your time.

Originally Posted by WilderDK
so when we send a crash report, what do we exatly send you? if its not the system, dx and so on??? hmm

Wlder

Hey WilderDK, crash reports are specific to the context of the crashes themselves. Your system files (MSinfo, DxDiag) are documents that must be written by your system and exported manually, and contain much more information about your system specifications, background software, hardware and more. If you are affected by the issues described in this thread, please do create a case on our support site with your MSinfo and DxDiag reports attached, as these will aid us in our investigation!

Originally Posted by Throggor
Thanks for your answer.
I opened a new support case (09510579) directly to the ubisoft french support, with all the files needed.

maybe it could help...

Many thanks for dropping your case number into the thread, Throggor!

We would greatly appreciate it if any others reading this thread who are affected by the issues it describes could do the same, and provide your case numbers here for us to gather together. Any and all provided system files, as well as additional information regarding reproduction of the issue, will be helpful for our devs to look further into these issues. Thank you!

Originally Posted by alexrwlaw
This thread has been going strong for four months and almost a hundred posts.

I feel the honest thing to do would be to admit that this is not something you're not working on.

Hey alexrwlaw, please rest assured that we are committed to investigating this issue, and would like to gather further diagnostic information from affected players to aid us in this. If you are affected, and have not yet submitted a support case with your MSinfo and DxDiag files attached, please do so! Any updates on the issue will always be communicated via these forums first.

Originally Posted by jnieuwerth
Sorry, but by now you must have received thousands and thousands of crash reports by now regarding this issue. Please don't tell me you need this forum thread to relate them to each other.. It is very frustrating but a big factor in this is the poor communication from you guys. And I would still like to know why this is not on the known issues list (anymore).

I'm sorry to hear of your frustration, jnieuwerth. For the devs to investigate the issue described in this thread further to the best of their ability, they are requesting for additional diagnostic files and information to be provided via our support case system. If you have not yet submitted a case, please do so with your MSinfo and DxDiag files attached.

With regard to the known issues list, as several individual issues involving DirectX crashes and also other in-game crashes have been investigated and resolved, the list has been updated to reflect this. Please rest assured that the issue described in this thread remains under investigation, and once the root cause of the issue is identified, the list will be updated to include it.

Originally Posted by jnieuwerth
I took a dive in my email archives and my case number was 09148043 when I reported the issue almost 2 months ago.

Thank you for providing your case reference. Would you be able to reopen your case with fresh system files attached, and also specify any troubleshooting you have done in the meantime for the team to be aware of? Thank you.

Originally Posted by Throggor
I just tried some games like Anno 2070 and FarCry 5 on Uplay, then Anno 1404 on Gog and each time i had a crash within minutes but without any message.
It's weird that with older games like Command&Conquer 3 Tiberium Wars, or Doom2, everything is fine.

So i decided to install older NVIDIA drivers (425.31) and now there is no more problems ! It seems to be an Nvidia driver issue like someone said in page2 :

Do you guys work with them ?

Thank you for letting us know that rolling back to an older NVIDIA driver helped you to continue to play our titles, Throggor. Can you tell me whether you have been experiencing the wider issue described in this thread in ANNO 1800 as well? And which version of DirectX were you using with the older NVIDIA driver, DirectX 11 or DirectX 12?

Hello Annoholics,

Do you have any case number by any chance with diagnostic files, so we can forward these reports to the development team? Much appreciated!

@FOX_1976_FOX, this is a different issue which has been fixed already. Hope it clears things up! If you still having an issue regarding the crash, please submit your diagnostic files, so we can investigate it further. Thank you!

Hey Nulb7,

Sorry to hear that!

Have you tried the steps listed above?

The re-installation of your GPU drivers and supporting software?

Air4lex: Awesome! Thanks, Air4lex! I appreciate you taking the time to update us with what has worked for you!

Hey folks,

Sorry to hear you are all still encountering this issue.

Can you create a ticket on our website and include your MSinfo and DXDiag files, so we can pass these on.

Hey everyone!

As mentioned by my colleague, please do create a ticket on our website and include your MSinfo and DXDiag files. This helps look into this.

Thanks!

As mentioned in the thread here, glad to hear that.

If you run into this issue again now, please let us know.

Hey alterego87,

As far as I am aware, crashes like these were meant to have been fixed in the 7.3 update. Are they still occurring for you? (Please do bear in mind that gaming laptops, though they may be able to run the game if meeting the minimum specifications, are not officially supported - our requirements refer to desktop components only.)

Refund requests must be made to your retailer for the game - if you purchased the game via the Ubisoft Store, you can contact our team using this link.

Thanks for your report, your feedback helps us to improve the game. We are currently investigating the issue, where the game causes unexpected error messages on DirectX12.

In the meantime, please make sure that you run the latest version of your videocard driver and try to run the game in DirectX11 where possible.

Originally Posted by Anuga
How can this crash still be happening? I experienced it at game launch, so I stopped playing.
Now... years later, it's still happening after a new computer and of course, a fresh install.

Hey!

Apologies for us not yet having a resolution for this issue. It has been difficult to reproduce and understand on our side, therefore we've not been able to resolve it as quickly as we would like.

Please try using DirectX 11 for the time being.

Originally Posted by fire5tar
Windows 10 64Bit 2004
G-Sync ON
GTX1080Ti on latest NV driver
Happens only when the game is paused and minimised in the background

Hey, thanks for getting in contact with us.

This issue is still under investigation, however there was a recent Nvidia hotfix that may help: https://nvidia.custhelp.com/app/answ...tail/a_id/5046

In the meantime, we're working to get this resolved.

Originally Posted by sinny1
yea i also received directx error i searched my computer, looked around did some updating but didnt work. so i looked at windows update and there was a up for windows 10, i looked to see what would be installed and there was a update for directx so i installed the update for windows 10...The latest version of Windows 10 is the May 2020 Update, version “2004,” which was released on May 27, 2020. Microsoft.. windows 10 doesnt update this automatically you have to pick it. so check updates often to see whats available.....hope this helps.. for me no more directx problem so far...

I appreciate you taking the time to share what worked for you. Thank you very much!

Hey guys,

This issue is still currently under investigation.

We don't have any further updates at this time, however will let you know as and when we hear more.

Sorry for any inconvenience!

Originally Posted by Daimkrysset
Hey Ubisoft, this has been under "investigation" since open beta afaik. How about either removing DX12 support altogether and optimize DX11 (because it runs like crap) or fix the issues in DX12 renderer. I've stopped playing Anno 1800 altogether since it's completely unplayable either way on my computer in it's current state.

Hey! We are really sorry to hear that you have stopped playing because of this issue. We will pass your feedback on removing DX12 support.

Originally Posted by dpstockholm
I run on DX11 and it crashes/ freezes as often as not. I have seen no fix or patch for this anywhere for over a year of complaints.

Hey there dpstockholm,

Sorry to hear you're experiencing issues.

Have you attempted any further troubleshooting in the meantime since this began?

Originally Posted by D4nTheM4n1221
Just recently purchased this game after watching some youtube play through and it seems really awesome except for this DirectX error that keeps occurring. It happens consistently for me whether it be booting the game, 10-30 mins of playtime, or sometimes it will play up to an hour before experiencing the error. It is very easy to replicate and I've run the advanced debugging while playing is there a way to send those files instead of just the basic crash report?

WIN10 64bit Version 2004
ThreadRipper 1920X
PowerColor Red Devil 5700 XT

After reading through a bunch of the thread comments I have updated every driver I could think of and am still receiving this error.

Hey there,

Have you attempted any of the troubleshooting steps linked above, such as reinstalling supporting software?

Hello dahools and welcome to the Anno 1800 forum.

Thank you for getting in touch and thank you for taking the time to provide us with this helpful report, I appreciate it.
I look forward to you next reply to see what discoveries you have made and if anything changed upon reinstalling DirectX.

It was discovered that the game runs into problems whilst using DirectX 12, for this reason can everyone please try to run the game using DirectX 11?

You can download previous version of Direct X for your older Windows OS here - https://www.microsoft.com/en-us/Down...ils.aspx?id=35

If you need to check which DirectX version you are running on your computer you can check this by reading your DXDIAG files here - https://ubi.li/msrxL

After reinstalling the DirectX version I would recommend verifying your Anno 1800 game file files in your game launcher too so the game is aware of the updated files you have downloaded.

For anyone else experiencing this issue could you answer the following -

- What is it you are doing in the game when it crashes?
- Have you paused the game for a particular when this error appears?
- Are you experiencing hard crashes where you will need to restart you entire computer?
- Which Direct X version and Windows OS are you using?

No problem dahools, I'm glad this has seemingly worked for you for now.

I believe Windows 10 updating again, may try to push a DirectX 12 version to your system, so if you do go ahead and update your Windows version, check to see what extra software it tried to install or check your Dxdiag again after updating as it may try to force a DirectX 12 download.

I know its not ideal for the game to run into problems with the newest DirectX12 version but at least it is a workaround for now, so you do not suffer any more crashes.

Please keep us posted should anything change for you and thank you for getting back to me

Originally Posted by nplvrst
TURKSH

Sevgili Anno mağdurları!
Herkese merhaba, ben bu oyunu ücretini ödeyerek satın aldım aynı sizler gibi. Bir yıldan uzun bir süredir oynadım ve çok seviyordum. Sizlerin başına gelen malesef benin de başıma geldi. Directx hatasıyla karşılaştım. Oyunun satın aldığım dönemde bilgisayarımın donanımı oynamak için yeterliydi fakat şimdi kurallar değişmiş, ödediğim para çöp olmuş gibi görünüyor.
Birçok kez windows versiyonları kurdum. Bir çok kez nvidia sürücülerini kaldırıp yükledim ama boşuna. Drectx hatası bitmiyor. Windows 7 ile de denedim olmadı.
Çok ilginç bir şey söyleyeceğim bilgisayarım çift ekran kartlı ben intel kartımı disble ettiğimde oyun açılıyor. Ama oynanamayacak kadar yavaş oluyor. Yani sorun nerede anlayamadım.

Dear Anno victims!
Hello everyone, I bought this game by paying the price, just like you. I played for over a year and loved it very much. Unfortunately, what happened to you also happened to me. I encountered the Directx error. At the time I bought the game, my computer hardware was enough to play, but now the rules have changed and the money I paid seems to be garbage.
I have installed windows versions many times. Many times I have uninstalled and installed nvidia drivers but to no avail. Drectx error does not end. I tried it with Windows 7, it didn't happen.
I will say something very interesting, my computer has a dual graphics card and the game opens when I disble my intel card. But it is too slow to be played. So I couldn't tell where the problem was.

Hello!

I'm sorry to read you're also experiencing this error, we will of course do everything we can to help you.

I would like to ask you some questions -

- Which operating system do you currently have installed?
- What are your PC specifications?
- Do you experience this issue with both DX11 and DX12, or only DX12?
- What troubleshooting steps have you tried?

We will review everything and do our best to get this resolved!

Originally Posted by nplvrst
Hi!
My operating system is windows 10 64bit (I've tried many versions, including windows 7).
My system features:
Processor Intel core i7 2nd generation.
Video card nVidia GT540m - Intel HD3000 (Anno1800 nVidia preset).
12gb ram
Both dx11 and dx12 have been tried dx crashes.
but;
When I disable the hd3000 graphics card in the device manager, the game opens without error, but it runs too slow to be played.

Hey there nplvrst,

Without knowing your exact CPU model, I'm unable to check that, however both your GT 540M and integrated Intel HD Graphic's cards are way below the minimum system requirements to effectively run the game.

This will be a likely factor of both crashes and the game also running incredibly slow when it is eventually able to run.

Sorry for any inconvenience!

Originally Posted by nplvrst
But I played Anno 1800 with this system for hours. I'm on the 5th level in the game. I played with this system for 443 hours. This system was enough to play at the time I bought the game. Otherwise why should I pay a fee? That's why I wrote that conditions seem to have changed.
My processor is intel core i7 2630qm.

Hey there,

I've checked your CPU too and it is also below minimum requirements.

While I understand you have been able to boot the game in the past, updates and driver updates that have been released over time may contribute to your system eventually becoming unable to keep up and launch the game.

I can advise making sure you are running the latest drivers for your GPUs and setting the game to it's very lowest settings if possible.

Outside of this I'm afraid we cannot support your current system configuration as it doesn't meet the requirements.

Sorry for the inconvenience!

Originally Posted by nplvrst
So shouldn't you give me the version I bought the game for? If the updates are a problem for me, do not I have the right to install the update or not? (Either you have to give me the version of the game at the time I bought it, or you have to refund my fee.) For this reason, I said "Conditions seem to have changed. I see and think that there are many players who suffer from this situation.

It does not suit UBISOFT to pass this out with an apology.

TURKISH
O zaman bana oyunu satın aldığım versiyonu vermeniz gerekmez mi? Güncellemeler benim için sıkıntı olmuşsa güncellemeyi yükleme ya da yüklememe hakkım yok mu? (Ya bana oyunu satın aldığım dönemdeki versiyonu vermelisiniz, ya da ücretimi iade etmelisiniz.) Bu sebeple "Şartlar değişmiş görünüyor dedim zaten." Bu durumdan mağdur pek çok oyuncu olduğunu görüyor ve düşünüyorum.

Bir özürle bunu geçiştirmek UBISOFT yakışmıyor.

Hey there,

Although you have been able to play in the past our minimum requirements for the game have not changed.

Nether the less if you are able to open a case we will be happy to take a deeper look to see if there is anything further we can do to help

Originally Posted by Ashemi_Darkhold
I get this crash randomly when playing. Its important to note the following factors:
1. Have had this error happen for over a year
2. Over many different versions of Anno1800 and video drivers, crash remains.
3 Can happen in 5 minutes or 50...or not at all during a play session last hours.
4. Survives a reboot, and with only minimal programs running.
5. More likely to happen if GPU usage is oddly low (1-4%) where usually its using 40-50%. Yet normal GPU usage doesnt guarantee it wont crash, just happens less likely. Why the game under identical conditions uses GPU and other times uses almost non is puzzling. Keep in mind this low GPU use happens during a whole session until crash. That is to say when I load Anno, I'll either have normal GPU use the while session, or it will be minimal...all while doing the same things. Its strange. Not sure if this is related or a red herring. But Low GPU use certainly = crash, thats for sure.
6. Will 100% do it if I go idle for 5-10 minutes
7. Have no other game that crashes, and I play a lot of games (too many, but pandemics are a btch)
8. Have AIO and temps are always cool
9. Full screen or Full Windowed, it doesnt care.

1080ti / 32gb 3200mhz / 3950x

page file on, system managed, files validated ect
I opened a ticket (12957822), look forward to helping to figure this out.

Hey Ashemi_Darkhold,

I can see we have since responded to your case.

If there is anything else we can help with just let us know

Hey there guys!

Sorry for the delay!

Please give the steps in our guide a try if you're experiencing crashing or performance issues.

May we also please know your system specs to ensure they meet requirements?

Thank you!

Hello everyone!

Apologies for the DirectX crashes you are still experiencing. We have forwarded feedback to our devs regarding this to help with their investigation.

In the meantime, we have found the following steps have helped the majority of players -

- Navigate to this location: %userprofile%\Documents\Anno 1800\config\
- Delete engine.ini or open it and change "Device Type" from DX12 to DX11

This will force the game to use Dx11 instead of Dx12 and hopefully stop the error occurring for you.

All the best!

Originally Posted by SequncePulse
This does not work.
CTD continues.

Hey there SequncePulse,

Sorry to hear you're still having issues!

Could you please open a case on our Support Site and send over your system files.

DxDiag

Msinfo

We'd be more than happy to take a closer look!

Originally Posted by SequncePulse
Guys, I already deleted the game.
I have new hardware in my PC(10700к+1080ti/3070). Latest drivers (I tried 3 versions for videocards).
Started a new game 2 times. And both of them start CTD after 25 hours.
I am very sorry that I bought the game without waiting for the torrent.
Good luck with your inclusivity.

Hello. I'm very sorry you faced this issue, we understand how incredibly frustrating it must be when you'd just like to enjoy the game.

We will continue to work hard to resolve these issues.