Game crashing on launch

Hello, whenever I launch my game the screen goes black for a couple of seconds and then the game closes by itself. I’ve encountered this same problem last year and managed to fix it by deleting my antivirus. I’ve tried to fix it this time by doing the same thing but to no avail, what should I do?

Hello GreenNecro,

Please try all the steps in this guide here and see if you can sort the problem.

If the issue persists please provide your System Files and a WinMTR trace which checks your ISP connection path. You can upload these files on Pastebin and reply here with the Pastebin link using the preformatted text option (</>).

Hello,
I’ve tried all the steps in the guide you posted put my game still doesn’t work. Here’s my MSInfo: https://pastebin.com/10TzNWVD
My DxDiag: https://pastebin.com/P9WdfGH0
And the WinMTR: https://pastebin.com/wx839GQN

I’ve been having this same problem since I updated to 1.44.0.0 and so far have been unable to resolve it as well.

@GreenNecro
Your MsInfo is cut and doesn’t shows any of the most relevant informations, if the MsInfo generated is too big divide it in two parts and upload both on Pastebin again. Also check if you have any Razer software which is usually the cause of this issue, if you do please uninstall or disable that software. Your WinMTR shows you have a severe packet loss at the 5th and 6th hop:

5| 80.84.23.40 - 84 | 6 | 1 | 10 | 10 | 10 | 10 |

6|10.246.114.19 - 67 | 6 | 2 | 17 | 17 | 18 | 18 |

Those are respectively 84% and 67% packet loss which is huge and can well be the cause of the issue, in which case you need to sort with your ISP that is responsible for the routing of your connection to the Overwatch servers. If you provide a full MSInfo we can also check any other possible cause.

@Jackal
Check if you have any Razer software as explained above. If the issue persists please provide your System Files and a WinMTR trace. You can upload these files on Pastebin and reply here with the Pastebin link using the preformatted text option (</>).

I had Razer software installed but I already uninstalled it when I tried to solve the issue by miself. I’ve double checked and I can confirm that all my Razer software has been deleted. Here’s my MSInfo in 4 parts (in order of course): https://pastebin.com/10TzNWVD https://pastebin.com/KFcC19yF https://pastebin.com/MxSQxHmm https://pastebin.com/y8zhp5PX

Uninstalling Razer software has seemingly fixed the problem for the time being, thanks for the help!

@GreenNecro good luck, hope you’re back into the game soon!

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Hey GreenNecro,

From the MsInfo file you kindly provided it looks like you still have Razer software on your machine. Specifically:

Razer Chroma SDK Server Razer Software Development Kit
Razer Chroma SDK Service Razer Software Development Kit
Razer Game Manager
Razer Synapse Service
Razer Central Service
RzKLService Razer Cortex Game Booster

(c:\program files (x86)\razer)

So I would doublecheck again as that seems to be the other very possible cause in your case. Also remove Nvidia Share as well which is an overlay of Nvidia that may cause crashes.

Hello,
I’ve deleted Nvidia Share and scanned my computer for any Razer files but I didn’t find anything. I think they might appear in my MSInfo because when I provided it I still had Razer software installed. Is there anything else I should delete?

Hello GreenNecro,
For us to see if you have anything else from Razer left on your system, we will need to check your system files which you can upload into this thread via Pastebin.
With those files we can have a look and try to assist you further with the issue. :slight_smile:

Sorry for the late response! Here’s the MSInfo: https://pastebin.com/R1XmdUtQ
and the DxDiag: https://pastebin.com/59SWECCL

Hi, same here, today it started dropping to the windows screen just after launcing in full screen.

Hey GreenNecro,

The last MsInfo still shows Razer services and the software Razer check your c:\program files (x86)\razer\
including Synapse Beta which can cause crashes

Since this is the most common cause of the problem we won’t be able to offer more solutions if we can see you are still having those programs active/installed. Also keep in mind my first response which mentions your huge packet loss in the connection as well that needs to be sorted with your ISP.

@halibut please provide your System Files and a WinMTR trace which checks your ISP connection path. You can upload these files on Pastebin and reply here with the Pastebin link using the preformatted text option (</>).

Hello,

I’ve rechecked my c:/program files(x86) and I couldn’t find any razer folder or files (here’s a screenshot https://imgur.com/a/gjIN7Rq). You’re right about the MSInfo showing Razer files and I don’t really know why that happened. I’ll look into that packet loss you wrote about

Heya GreenNecro,

Checking your files, it does seem that some of the chroma components aren’t fully removed. We have some additional work around steps which may resolve the issue here.

You will want to start off with the reinstall of Synapse Beta 3. If the issue persists, reinstalling the Razer Chroma module is likely to help. Hopefully this see’s you back in game soon!

Thanks for the help! I’ve reinstalled Razer Synapse 3 and my game launched perfectly! Thanks again and have a nice day

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https://pastebin.com/ZZeh1Z5e WinMTR.TXT
MSInfo.txt - Pastebin.com MSInfo.txt

Overwatch Keeps Crashing on launch… Please HELP!!!

DxDiag.txt - Pastebin.com DxDiag.txt