SUMMARY
- DOWNLOAD/INSTALLATION ISSUES
- GAME NOT LAUNCHING/PERFORMANCE ISSUES
- MISSING DIRECTX FILES (D3DCOMPILER, X3DAUDIO...)
- GAME CONTROLLER NOT DETECTED
- STEAM SUPPORT
DOWNLOAD/INSTALLATION ISSUES
CANNOT DOWNLOAD THE GAME
1. Run Steam and click Steam (upper left) > Settings > Downloads.
2. Click on the CLEAR DOWNLOAD CACHE button and click OK.
3. Steam will restart automatically.
NOTE: This process will not affect your currently installed games, but you will need to log into Steam afterwards.
GAME NOT LAUNCHING/PERFORMANCE ISSUES
MAKE SURE YOU FULFILL THE MINIMUM REQUIREMENTS
Requires a 64-bit processor and operating system
OS: Windows 7/8/10 (64 bits)
Processor: Intel Core i3-2120 (3.3 GHz)/AMD FX-4100 X4 (3.6 GHz)
Memory: 8 GB RAM
Graphics: 2 GB, GeForce GTX 660/Radeon HD 7870
Storage: 50 GB available space
How to find your PC specifications:
1. Enter dxdiag into the search box on the taskbar.
2. Click on dxdiag from the results.
3. System tab: check the Processor and the Memory.
4. Display tab: check the Display Device.
VERIFYING THE INSTALLATION OF GAME FILES
1. Right click on A Plague Tale: Innocence under LIBRARY > Properties.
2. Click on LOCAL FILES > VERIFY INTEGRITY OF GAME FILES.
TURN ON THE VERTICAL SYNCHRONIZATION (VSYNC) FROM THE DISPLAY DRIVER
AMD DISPLAY DEVICE
1. Open Radeon Software.
2. Navigate to Gaming > A Plague Tale: Innocence.
3. Set Wait for Vertical Refresh to Always on.
NVIDIA DISPLAY DEVICE
1. Open NVIDIA Control Panel.
2. Navigate to 3D Settings > Manage 3D settings > Global Settings tab.
3. Set Vertical sync to On.
4. Click on Apply button (bottom right).
CHECK FOR WINDOWS 10 UPDATES
1. Right click on the Windows Start button > Settings.
2. Click on Update & Security.
3. Click on the Check for updates button from Windows Update.
4. If updates are available, install them all.
5. Once the updates are installed, restart the computer.
UPDATE THE DISPLAY DRIVER
It is recommended to perform a clean install of the display driver.
Please use Display Driver Uninstaller application to properly uninstall the display driver.
Display Driver Uninstaller is a driver removal utility that can help you completely uninstall AMD/NVIDIA graphics card drivers and packages from your system, without leaving leftovers behind (including registry keys, folders and files, driver store).
1. Install Display Driver Uninstaller.
2. Run the DDU setup application and extract the DDU folder.
3. Restart your PC in safe mode.
4. Open the Display Driver Uninstaller folder and run the Display Driver Uninstaller.exe application.
5. Select the graphics card (AMD GPU or NVIDIA GPU) and click on the Clean and restart (Highly recommended) button.
6. Install the new display driver:
AMD DISPLAY DEVICE
NVIDIA DISPLAY DEVICE
UPDATE THE AUDIO DRIVER
1. Right click on the Windows Start button > Device Manager.
2. Open Sound, video and game controllers.
3. Right click on the default audio device (e.g., Realtek High Definition Audio) > Update driver.
RUN THE GAME IN ADMINISTRATOR MODE AT STARTUP
1. Right click on A Plague Tale: Innocence under LIBRARY > Manage > Browse local files.
2. Right click on APlagueTaleInnocence_x64.exe application > Properties.
3. Click the Compatibility tab.
4. Check Run this program as an administrator and click OK.
ALLOW THE GAME IN WINDOWS SECURITY
1. Right click on the Windows Start button > Settings.
2. Click Update & Security > Windows Security.
3. Click on Virus & threat protection.
4. Click on Protection history under Current threats.
5. Search the APlagueTaleInnocence_x64.exe application from Protected folder access blocked.
6. Click on Actions > Allow on device.
7. Close Windows Security.
USE THE SYSTEM FILE CHECKER TOOL TO REPAIR MISSING OR CORRUPTED SYSTEM FILES.
WINDOWS 10 INSIDER PREVIEW BUILD
A Plague Tale: Innocence may not be fully compatible with the latest Windows 10 Insider Preview Build version.
Please note that the Windows 10 Insider Builds can be buggy and include unfinished features.
To opt-out of the Windows Insider Program:
1. Right click on the Windows Start button > Settings.
2. Click on Update & Security.
3. Click on Windows Insider Program.
4. Click on the Stop Insider Preview builds button.
PERFORM A SELECTIVE STARTUP
Third-party applications running in the background may interfere with A Plague Tale: Innocence.
A Selective Startup can also help diagnose whether a background application is resulting in your issue.
This can be performed by:
1. Enter msconfig into the search box on the taskbar.
2. Click on System Configuration from the results.
3. Tick Selective Startup under the General tab.
4. Untick Load startup items and click OK.
5. Restart the computer.
6. Run A Plague Tale: Innocence.
If the issue no longer persists after having performed the Selective Startup, you will need to re-enable each of your usual background applications one-by-one until the error reoccurs, to determine which is interfering with A Plague Tale: Innocence.
MISSING DIRECTX FILES (D3DCOMPILER, X3DAUDIO...)
Reinstall or repair Microsoft DirectX:
1. Open File Explorer from the taskbar.
2. Navigate to Steam > steamapps > common > Steamworks Shared > _CommonRedist > DirectX > Jun2010.
3. Run DXSETUP.exe application.
Or use the System File Checker tool to repair missing or corrupted system files.
GAME CONTROLLER NOT DETECTED
1. Right click on A Plague Tale: Innocence under LIBRARY > Properties.
2. Click on CONTROLLER.
3. Click on Controller General Settings.
4. Select the desired game controller.
5. Click the BACK button.
6. Close CONTROLLER window.
STEAM SUPPORT
For any issue related to your Steam account and client, we recommend to check the Steam Support site.
As the publisher only, Focus Home Interactive cannot process refund requests.