[2023] Black Screen with new computer

Greetings from Hell! And welcome to our forum.

Thank you for reaching out to us. Have you tried updating your graphics card after you got the new hardware?

If possible, also check windows for the latest updates as well.

We await your reply.

Thank you for the additional information. Can you tell us if you performed a fresh install of the game on the new hardware or if the game was already on a hard drive that was ported to it?

Hello! That’s indeed very odd.

Was the Windows also on a fresh install? Can you also share from what store did you purchase your copy of the game?

Hello again,

Can you please share the MS Info log?

In order to generate an MSInfo file please follow the steps below:
1 - Press Win+R and in the displayed dialog box type “msinfo32”
2 - It should show a new screen called “System information” where underneath it should display “File”, click “File” while “System Summary” is highlighted and then “Export”
3 - Name your file as you see fit and save it to an easy-to-find location
4 - Send that file our way

Additionally, can you provide more details about what happens next after the screen blackens out? Are you still able to leave the game or access the task manager, or does it freeze the system completely?

We await your reply.

Hello,

Have you tried to run the .exe file as an admin?

The following line suggests several different potential issues. Including outdated drivers/OS, corrupt files, or even compatibility with the system.

16.01.2023 13:18	Application Hang	Программа Metal.exe версии 2022.1.0.20877 прекратила взаимодействие с Windows и была закрыта. Чтобы узнать, имеются ли дополнительные сведения о проблеме, просмотрите журнал проблем в разделе "Безопасность и обслуживание" в панели управления.
 Идентификатор процесса: 38b0
 Время запуска: 01d929acdf680e09
 Время завершения: 4294967295
 Путь к приложению: D:\Program Files (x86)\Steam\steamapps\common\Metal Hellsinger\Metal.exe
 Идентификатор отчета: 6e83bc02-350f-4f87-adc6-f9ba4d3bf887
 Полное имя пакета сбоя: 
 Код приложения, связанного со сбойным пакетом: 
 Тип зависания: Top level window is idle
	

Can you confirm the hard drive where the game is installed is also new and freshly installed? If any files were left behind on an old installation this could be the issue.

Also, have you tried to use the “verify game files” on Steam? You can find it by:

• right-clicking the game in your Steam library > Properties > Local files > Verify integrity of game files…

We hope this helps.

Thank you for letting us know.

We just released an update for the game. Before we proceed with this, could you please update your version and check if the issue still persists?

We appreciate your patience and understanding.

Hello again,

Thank you for all the files so far. There’s another one we would like to take a look at:

Press windows key + R > type: dxdiag > press Ok 

Once it finishes running please save the txt file and share it with us.

Thank you once more for your patience while we try to best assist you.

Great to hear! We appreciate the update on the situation.

Have a great week!