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When I click Play I get a Black Screen, The Game Does Not Launch or The PC app says "Shutting Down"

Author: Kyle Kanser Reference Number: AA-02113 Views: 17324 Created: 2010-11-05 21:34 Last Updated: 2011-12-16 18:34 0 Rating/ Voters

Some games need the latest hardware updates (also called "Drivers") to work and/or to have the best performance. You need to ensure you have the latest updates for your Video or Sound card drivers. 

We can help you Update your Video and Sound card drivers.  Please follow these instructions for your Video Card (Click HERE for instructions on how to update your Sound Card Driver):

1. Go to Start > Run > type "DXDIAG" (without the quotes) in the dialogue box and click OK

  • NOTE: If you have Windows Vista or Windows 7 then you still need to go to Start > type "DXDIAG" (without the quotes) in the Search box and hit Enter

2. You may be asked to "Check if your Drivers are Digitally Signed".  Simply click "Yes" to this box.

3. When the DXDIAG program starts, look in the Operating System section and make note of your Operating System and whether it is 32-bit or 64-bit.

  • NOTE: If you have Windows XP then it will be 32-bit.

4. Click the "Display" tab at the top of the DXDIAG window.

5. Under the "Device" section, check what name is listed under "Name".  This is the name of your Video Card.

6. Go to the site of your Video Card manufacturer:

7. Choose the correct Driver to download according to your Operating System (remember to choose whether it is 32-bit or 64-bit)

8. Install the Video Card Driver according to the manufacturer's instructions

9. Restart your Computer when prompted.

10. Attempt to launch the Game again.

Please follow these instructions to update your Sound Card Drivers:

1. Go to Start > Run > type "DXDIAG" (without the quotes) in the dialogue box and click OK

  • NOTE: If you have Windows Vista or Windows 7 then you still need to go to Start > type "DXDIAG" (without the quotes) in the Search box and hit Enter

2. You may be asked to "Check if your Drivers are Digitally Signed".  Simply click "Yes" to this box.

3. When the DXDIAG program starts, look in the Operating System section and make note of your Operating System and whether it is 32-bit or 64-bit.

  • NOTE: If you have Windows XP then it will be 32-bit.

4. Click the 'Sound" tab at the top of the DXDIAG window.

5. Under the "Device" section, check what name is listed under "Name".  This is the name of your Sound Card.

6. Go to the site of your Sound Card manufacturer:

7. Choose the correct Driver to download according to your Operating System (remember to choose whether it is 32-bit or 64-bit)

8. Install the Driver according to the manufacturer's instructions.

9. Restart your Computer

10. Launch the Game again.

NOTE: If you have a Laptop Computer you may only be able to update your Video/Sound Card Drivers by contacting your computer manufacturer:

 

Please contact our Support Team if you have any questions or require any additional assistance.
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