Game crashing instantly on startup, already did all steps in the help article

Technical Support
1

Game has been crashing on startup for a few days now. I press “Play”, the game window appears, but it’s still black, and it crashes in less than a second.

Already did all the steps on the Overwatch 2 Crashing at Startup help article, and even reinstalled the game, to no avail.

I didn’t try to reinstall Battle.net itself because that seems pointless and other games I play work fine. This is also not happening with any other game I play, outside of Battle.net.

What else can I do to make the game work again?

2

need DxDiag + MSInfo for more help

:arrow_lower_right:

you can upload these files on Pastebin and reply here with the Pastebin link using the preformatted text option (</>).

3

I didn’t really understand what you meant by using the preformatted text option to reply with the link. Here are the two files:

DxDiag
MSInfo

Thanks for helping!

4

hi.

it seems to me that both reports are incomplete
maybe you should repeat them
sure you copypasted everything?

from WHAT I can see, no OW-specific error messages are visible

it only shows problems with ASUS ROG Live Service. phps you check / renew / deinstall that

---------------
Diagnostics
---------------
 
Windows Error Reporting:
+++ WER0 +++:
Fault bucket 1799490943745167318, type 5
Event Name: BEX64
Response: Not available
Cab Id: 0
 
Problem signature:
-P1: ROGLiveService.exe
P2: 1.5.11.0
P3: 62f9b0ba
P4: DeviceHalDetect.dll_unloaded
P5: 0.0.9.40
P6: 629ee751
P7: 0000000000011daa
P8: c0000005
P9: 0000000000000008
P10: 
 
 
+++ WER1 +++:
Fault bucket , type 0
Event Name: BEX64
Response: Not available
Cab Id: 0
 
Problem signature:
-P1: ROGLiveService.exe
P2: 1.5.11.0
P3: 62f9b0ba
P4: DeviceHalDetect.dll_unloaded
P5: 0.0.9.40
P6: 629ee751
P7: 0000000000011daa
P8: c0000005
P9: 0000000000000008
P10: 
 
 
+++ WER2 +++:
No Data
+++ WER3 +++:
No Data
+++ WER4 +++:
No Data
+++ WER5 +++:
No Data
+++ WER6 +++:
No Data
+++ WER7 +++:
No Data
+++ WER8 +++:
No Data
+++ WER9 +++:
No Data

i discovered leftovers of razer chroma 64 on your system too:

c:\users\utilizador\appdata\local\programs\opera gx\93.0.4585.84\cuesdk.x64_2017.dll	
sdk_legacy_led_x64	9.2.4016.0	3.86 MB (4,047,104 bytes)	31/1/2023 2:09 AM	Logitech, Inc.	c:\program files\lghub\sdks\sdk_legacy_led_x64.dll	
-RzChromaSDK64	2.9.0.12	126.63 KB (129,672 bytes)	24/7/2019 4:37 AM	Razer Inc.	c:\windows\system32\rzchromasdk64.dll	
wtdsensor	10.0.22621.900	40.00 KB (40,960 bytes)	31/1/2023 8:12 PM	Microsoft Corporation	c:\windows\system32\wtdsensor.dll	
bitsproxy	7.8.22621.1	84.00 KB (86,016 bytes)	7/5/2022 4:19 AM	Microsoft Corporation	c:\windows\system32\bitsproxy.dll

this can lead to incompatibilities and crashes

try uninstalling razer chroma

look for “RzChromaSDK64.dll” in the “system32” directory and delete it

Could be outdated version installed or bad install of synapse/chroma. Try updating to the latest version of synapse 3 and if that doesn’t work, uninstall the chroma module, then synapse 3 itself. (don’t skip updating to synapse 3 and if you previously uninstalled your old synapse still install synapse 3 with the chroma modules selected during install)

Reach out to Razer support if you continue to see this error after doing the above


another thing I noticed: your autostart is VERY crowded
maybe you should uninstall / deactivate some apps here to relieve your system as a test check
please check also whether you really need the marked ones
btw: “salad.exe” is suspected of being a malicious program. do you really need it?

it has already been reported that “RtkAudUService” & “CORSAIR iCUE 4” & “Discord” caused incompatibilities. are you using the latest versions?

[Startup Programs]
 
Program	Command	User Name	Location	

-Playnite	playnite.lnk	(REDACTED)\Utilizador	Startup	
-ShareX	sharex.lnk	(REDACTED)\Utilizador	Startup	
-startup	startup.bat	(REDACTED)\Utilizador	Startup	
-Voicemeeter (VB-Audio)	voicemeeter (vb-audio).lnk	(REDACTED)\Utilizador	Startup	
-f.lux	"c:\users\utilizador\appdata\local\fluxsoftware\flux\flux.exe" /noshow	(REDACTED)\Utilizador	HKU\S-1-5-21-2904535634-3745729953-4044446492-1001\SOFTWARE\Microsoft\Windows\CurrentVersion\Run	
-Gaijin.Net Updater	"c:\users\utilizador\appdata\local\gaijin\program files (x86)\netagent\gjagent.exe"	(REDACTED)\Utilizador	HKU\S-1-5-21-2904535634-3745729953-4044446492-1001\SOFTWARE\Microsoft\Windows\CurrentVersion\Run	
-Discord	c:\users\utilizador\appdata\local\discord\update.exe --processstart discord.exe --process-start-args --start-minimized	(REDACTED)\Utilizador	HKU\S-1-5-21-2904535634-3745729953-4044446492-1001\SOFTWARE\Microsoft\Windows\CurrentVersion\Run	
-Salad	"c:\program files\salad\salad.exe"	(REDACTED)\Utilizador	HKU\S-1-5-21-2904535634-3745729953-4044446492-1001\SOFTWARE\Microsoft\Windows\CurrentVersion\Run	
-DisplayFusion	"c:\program files (x86)\displayfusion\displayfusion.exe"	(REDACTED)\Utilizador	HKU\S-1-5-21-2904535634-3745729953-4044446492-1001\SOFTWARE\Microsoft\Windows\CurrentVersion\Run	
-GameplayTimeTracker	"c:\programdata\gameplay time tracker\gameplaytimetracker.exe"	(REDACTED)\Utilizador	HKU\S-1-5-21-2904535634-3745729953-4044446492-1001\SOFTWARE\Microsoft\Windows\CurrentVersion\Run	
-com.blitz.app	c:\users\utilizador\appdata\local\programs\blitz\blitz.exe --autostart	(REDACTED)\Utilizador	HKU\S-1-5-21-2904535634-3745729953-4044446492-1001\SOFTWARE\Microsoft\Windows\CurrentVersion\Run	
-GlassWire	"c:\program files (x86)\glasswire\glasswire.exe" -hide	(REDACTED)\Utilizador	HKU\S-1-5-21-2904535634-3745729953-4044446492-1001\SOFTWARE\Microsoft\Windows\CurrentVersion\Run	
-GogGalaxy	e:\games\gog galaxy\galaxyclient.exe /launchviaautostart	(REDACTED)\Utilizador	HKU\S-1-5-21-2904535634-3745729953-4044446492-1001\SOFTWARE\Microsoft\Windows\CurrentVersion\Run	
-Mantle	c:\users\utilizador\appdata\local\programs\mantle\mantle.exe startup	(REDACTED)\Utilizador	HKU\S-1-5-21-2904535634-3745729953-4044446492-1001\SOFTWARE\Microsoft\Windows\CurrentVersion\Run	
-elevenClock	"c:\users\utilizador\appdata\local\programs\elevenclock\elevenclock.exe"	(REDACTED)\Utilizador	HKU\S-1-5-21-2904535634-3745729953-4044446492-1001\SOFTWARE\Microsoft\Windows\CurrentVersion\Run	
-Opera GX Browser Assistant	c:\users\utilizador\appdata\local\programs\opera gx\assistant\browser_assistant.exe	(REDACTED)\Utilizador	HKU\S-1-5-21-2904535634-3745729953-4044446492-1001\SOFTWARE\Microsoft\Windows\CurrentVersion\Run	
-Agent Tray	c:\program files\agent\agenttray.exe	(REDACTED)\Utilizador	HKU\S-1-5-21-2904535634-3745729953-4044446492-1001\SOFTWARE\Microsoft\Windows\CurrentVersion\Run	
-LGHUB	"c:\program files\lghub\lghub.exe" --background	(REDACTED)\Utilizador	HKU\S-1-5-21-2904535634-3745729953-4044446492-1001\SOFTWARE\Microsoft\Windows\CurrentVersion\Run	
-Achievement Watcher	c:\progra~1\achiev~1\nw\nw.exe -config watchdog.json	Public	Common Startup	
SecurityHealth	%windir%\system32\securityhealthsystray.exe	Public	HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Run	
RtkAudUService	"c:\windows\system32\driverstore\filerepository\realtekservice.inf_amd64_31a20374e0a7b123\rtkauduservice64.exe" -background	Public	HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Run	
CORSAIR iCUE 4 Software	"c:\program files\corsair\corsair icue 4 software\icue launcher.exe" --autorun	Public	HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Run

please try, test and then report back with new reports

meanwhile:

:arrow_lower_right:

+

+

5

Thanks for the answer, Marjin.

The reports are complete, I selected the entire text files on Notepad++ and pasted the contents onto pastebin.

I’m not quite sure what that ASUS ROG Live Service is, all ASUS related software I have was installed together with drivers for my motherboard, iirc.

As soon as you mentioned a Razer Chroma file in the System32 folder, I knew that had to be the problem, since Overwatch always had that option to sync the game’s colours to your Razer peripherals, and I’ve stopped using Razer and uninstalled all Razer software from my computer over 2 years ago. The problem wasn’t the fact that the Razer DLL was there, it was that it was very outdated.

I have no idea why would that file even still exist there, so I deleted it and the game is starting up fine now.

Really weird that I’ve been able to play for the last 2 years with no problems, and out of nowhere a Razer software leftover DLL starts causing issues… But when the Razer software was uninstalled that file should’ve been removed, I think.

My startup programs may be crowded, but I’ve only got a few enabled (NGenuity2, lghub, glasswire, GameplayTimeTracker, iCUE Launcher, RtkAudUService64, nw), and even if I enabled all those programs, they certainly would not impact a system to a point that a game couldn’t start. (and only one specific game, for that matter)

Salad is not a malicious program at all, I have no idea where you could’ve gotten that information. Check their website.

I had also already checked the support articles you linked, most of them were steps on the Overwatch 2 Crashing at Startup article, which I had already completed.

I hope this problem gets more well-known, since many people could have it happen to them, (anyone who stopped using Razer products and got that outdated DLL on their system) and the fix is really, really simple, and doesn’t require doing any system checks/updates, or any of that non-sense. I now have to re-enable the overlays I was using, and I’ve lost many hours with memory checks, game repairs and re-installations, when the problem would take around 30 seconds to solve.

Thank you so, so much for your help! I would’ve never known to check System32 for outdated DLLs.

EDIT:
Summary on how to solve the issue, for anyone who may encounter it:
If you no longer use Razer software, delete outdated “RzChromaSDK64.dll” located in Windows/System32.
If you use Razer software, update the software and it should fix the problem.

1 Like
6

many thanks for your report and your praise

glad i could help

you’re welcome