Lack of Customer Support for Dark Avatar

from GalCiv2 Forums
I sent in request for customer support last weekend (Ticket #KYK-179111). It is now Thursday night and I have heard no response from Stardock other than an automated email saying that I should wait 48 hours for a response. That was over 4 days ago and I have heard nothing else from Stardock. I have sent 2 follow-ups requesting the status of my ticket and I have had no response.

Perhaps someone else can help me with my problem, since Stardock won't respond to my help requests. This is the email I sent to Stardock:

Hi,

I am trying to play Dark Avatar and the program crashes right away when I start it up.

This is my setup:
Operating System : Windows XP Service Pack 2 - (2600.xpsp_sp2_gdr.050301-1519)
Video Card : Radeon X1300
Sound Card : Realtek AC97 Audio
DirectX version : 4.09.00.0904
Processor: AMD Athlon 64 X2 Dual Core 3800+

I tried running SmartException to catch the system crash, but when I restart Windows, SmartException shows no log.

Attached is my debug.err file

This is what happens:
1) I start Dark Avatar
2) I goto New Game
3) I try moving the cursor in the Galaxy Setup page and the screen freezes and I can't do anything. I have to shut the power off

I have also tried going into the Options screen and the same thing happens.

I have downloaded and install the latest Radeon X1300 drivers (7-2_xp_dd_ccc_wdm_enu_41238) and it still does not work.

Please help

This is my debug.err file
Debug Message: Version v1.50 Dark Avatar last updated on: Fri Feb 9 14:05:57 2007
Debug Message: Checking DX Version.
Debug Message: *********DXDiag info follows.*********
System Info
Time: 2/25/2007, 11:03:28
DirectX Version: DirectX 9.0c (4.09.0000.0904)
Machine Name: MEDIAPC
Operating System: Windows XP Professional (5.1, Build 2600) Service Pack 2 (2600.xpsp_sp2_gdr.050301-1519)
Languages: English (Regional Setting: English)
System Manufacturer: System manufacturer
System Model: System Product Name
BIOS: Phoenix - Award BIOS v6.00PG
Processor: AMD Athlon(tm) 64 X2 Dual Core Processor 3800+, MMX, 3DNow (2 CPUs), ~2.0GHz
Physical Memory: 2048MB RAM
Page File: 491MB used, 3449MB available
Windows Dir: E:\WINDOWS


Display Info
Display device 1:
Device Name: \\.\DISPLAY1
Card Name: Radeon X1300/X1550 Series
Manufacturer: ATI Technologies Inc.
Chip Type: Radeon X1300 / X1550 Series (0x7146)
DAC Type: Internal DAC(400MHz)
Key Device: Enum\PCI\VEN_1002&DEV_7146&SUBSYS_0840174B&REV_00
Display Memory: 512.0 MB
Current Display Mode: 1024 x 768 (32 bit) (60Hz)
Monitor Name: Dell 1401FP
Monitor Max Resolution: 1024,768
Driver Name: ati2dvag.dll
Driver Version: 6.14.0010.6666
Driver Date: 2/2/2007 12:03:43
DirectX Acceleration Enabled: Yes



Sound info
Sound device 1:
Description: Realtek AC97 Audio
Default Sound Playback: Yes
Default Voice Playback: Yes
Hardware ID: PCI\VEN_10DE&DEV_0059&SUBSYS_812A1043&REV_A2
Manufacturer ID: 1
Product ID: 100
Driver Name: ALCXWDM.SYS
Provider: Realtek Semiconductor Corp.
Driver Version: 5.10.0000.5750
Driver Date: 11/17/2004 03:05:38
Type: WDM
Other Drivers:
Acceleration Level: 3
Cap Flags: 0
Min/Max Sample Rate: 0, 0



Debug Message: *********END dxdiag info.*********
Debug Message: Entering WinMain
Debug Message: ******* Starting Game Shell *******
Debug Message: Going Fullscreen
Debug Message: Preparing to change display settings.
Debug Message: Using multilsample setting: D3DMULTISAMPLE_4_SAMPLES
Debug Message: Game Resolution: 1024 x 768
Debug Message: Running fullscreen.
Debug Message: HAL (hw vp): Radeon X1300/X1550 Series
Debug Message: D3DPRESENT_INTERVAL_DEFAULT
Debug Message: Refresh rate: 60
Debug Message: Bit Depth: 32 bit.
Debug Message: *********Checking D3DDevice Caps***********************
Debug Message: A full-color cursor is supported in hardware at high resolution modes.
Debug Message: RGB in format 6:6:6, Masks reported as ff0000:ff00:ff
Debug Message: Now Fullscreen
Debug Message: Shell initialization complete
Debug Message: GalCiv2 is activated.
Debug Message: ***** Initializing Game *****
Debug Message: Timer Frequency is 0 77d3cfd0
Debug Message: Initializing sound card.
Debug Message: initailizing bink
Debug Message: No files found matching mask Movies\techs\*.bik
Debug Message: No files found matching mask E:\Documents and Settings\Wing\My Documents\My Games\GC2DarkAvatar\Gfx\Movies\*.bik
Debug Message: Create setup screens.
Debug Message: Clear galaxy settings.
Debug Message: Clear influence.
Debug Message: Clear up laws.
Debug Message: Clear first time events.
Debug Message: Clear wonders and trade goods.
Debug Message: Clear sector mapper.
Debug Message: Set mouse.
Debug Message: Set update timer.
Debug Message: Clear data definitions.
Debug Message: Killing ship styles:
Debug Message: No files found matching mask E:\Documents and Settings\Wing\My Documents\My Games\GC2DarkAvatar\ships\*.xml
Debug Message: No files found matching mask E:\Documents and Settings\Wing\My Documents\My Games\GC2DarkAvatar\shiptemplates\*.xml
Debug Message: No files found matching mask E:\Documents and Settings\Wing\My Documents\My Games\GC2DarkAvatar\ShipStyles\*.xml
Debug Message: No files found matching mask ./Data/\FleetFormations\*.fleet
Debug Message: No files found matching mask E:\Program Files\Stardock\TotalGaming\GalCiv2Gfx\Planets\C0*.png
Debug Message: No files found matching mask Gfx\Planets\C0*.png
Debug Message: No files found matching mask gfx/Terrain/1SideN*.png
Debug Message: No files found matching mask gfx/Terrain/1SideE*.png
Debug Message: No files found matching mask gfx/Terrain/1SideS*.png
Debug Message: No files found matching mask gfx/Terrain/1SideW*.png
Debug Message: No files found matching mask gfx/Terrain/2SideN*.png
Debug Message: No files found matching mask gfx/Terrain/2SideE*.png
Debug Message: No files found matching mask gfx/Terrain/2SideS*.png
Debug Message: No files found matching mask gfx/Terrain/2SideW*.png
Debug Message: No files found matching mask gfx/Terrain/3SideN*.png
Debug Message: No files found matching mask gfx/Terrain/3SideE*.png
Debug Message: No files found matching mask gfx/Terrain/3SideS*.png
Debug Message: No files found matching mask gfx/Terrain/3SideW*.png
Debug Message: No files found matching mask gfx/Terrain/4SideN*.png
Debug Message: No files found matching mask gfx/Terrain/4SideE*.png
Debug Message: No files found matching mask gfx/Terrain/4SideS*.png
Debug Message: No files found matching mask gfx/Terrain/4SideW*.png
Debug Message: No files found matching mask E:\Documents and Settings\Wing\My Documents\My Games\GC2DarkAvatar\ships\*.shipcfg
Debug Message: Reading Star Names
Debug Message: Reading Star Names... Done
Debug Message: No files found matching mask ./Data/English/Tutorials/*.xml
Debug Message: Popup Manager Update: Updating window with ID=1
2,749 views 10 replies
Reply #1 from GalCiv2 Forums Top
Stardock says that if you keep submitting requests, your new requests overwrite your old ones, and you get bumped to the back of the line. Just be patient, wait, and they'll respond.

Your sound drivers are a bit old. I don't know if they're the culprit, but you may want to try updating them.

-HM
Reply #2 from GalCiv2 Forums Top
hmm, do you have your latest AMD dual core update? I know there are some issues with the AMD dual core X2 processors, but not sure if it applies in your case.

As far as customer support, the ticket thing tends to be somewhat slow, so you'll get help sooner by posting on the forums or asking around in Stardock central (IRC chat).
Fences - Organize your desktop icons today!
Reply #3 from GalCiv2 Forums Top
Thank you for your reply.

Yes. I have loaded the new AMD dual core drivers and I have the same problem.

thanks anyway
Reply #4 from GalCiv2 Forums Top
well ok, didn't hurt to try though.

I wonder what is going on with all those no files matching mask thing.
Reply #5 from GalCiv2 Forums Top
Try going to My Documents\My Games\GalCiv2, open the file prefs.ini, and changesthe line that says Fullscreen=1 to Fullscreen=0. Then save the file and start the game.

Sorry for any lag in support responses--they've been really buried lately, so for issues not related to downloading or activating, it's a good idea to hit the forum first.
Reply #6 from GalCiv2 Forums Top

Everything looks good from what I can see.

Does Dread Lords play for you?

Reply #7 from GalCiv2 Forums Top
I tried Fullscreen=0 and Dark Avatar still crashes when I move the mouse on the Galaxy Setup Screen.

I also tried starting up regular GalCiv II and it has the same problem.
Reply #8 from GalCiv2 Forums Top

wclee00: Sorry to hear about your trouble with GalCiv2/DA and the lack of a response from support. As Kryo said, we're unfortunately a little behind with all the Dark Avatar email that's started coming in.

With the game now in windowed mode, does it still freeze up the entire system? Try hitting Alt+Space if the game freezes, and press the 'N' key. Does this minimize the game?

There are a couple other settings you can make in the prefs.ini file:

HardwareMouseCursor=1
Multisample=0

Keep in mind that there is a separate prefs.ini for GalCiv2 and DA. Does this help any?

-Mike
[Stardock Support]

Reply #9 from GalCiv2 Forums Top
I tried FullScreen=0, HardwareMouseCursor=1, Multisample=0 and the Game still freezes when I move the mouse in the Galaxy Setup Screen. The Game does not start in a window because my monitor can only display up to 1024 x 768, which is the lowest resolution that GalCiv 2 plays in. When the Game freezes, I cannot hit ALT+SPACE or any other key, I have to turn power off and restart the computer.

I also tried FullScreen=0, HardwareMouseCursor=0, Multisample=0 and I get a little farther. I can move the mouse in Galaxy Setup but when I click on a button nothing happens. If I continue moving the mouse and trying to click, I eventually get bounced back to the startup screen. When I click New Game again, I move the mouse a little and the system crashes (not just a freeze).

In both of the above cases, SmartException does not catch anything.

thanks for your help. I am willing to try anything to make this work.
Reply #10 from GalCiv2 Forums Top

wclee00:

I am sorry to hear that the problem persists. Have you had any kind of issues with other fullscreen (exclusive mode) games? Though SmartException unfortunately doesn't catch anything, is anything recorded in the Event logs?

Start->Run
Eventvwr.msc
Check the 'System' and 'Application' logs

Even if the game's resolution matches the resolution of your desktop, setting the game to start in windowed mode requires a different call to Direct3D and will thereby exhibit a different behavior than if set to full screen whether you actually see the titlebar or not. Most games use an overlapped window style so you get the titlebar and the minimize,maximize,close buttons. GalCiv2 and DA allow you to enjoy what appears to be a full screen experience, but while having better compatibility of windowed mode.

-Mike
[Stardock Support]