Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.


 Subject
HirezlauncerUI.exe has stopped working

 Discussion Thread
 Response Via Email (HiRezJulien)	12/22/2015 05:10 AM
Hello abdulzz,

I have forwarded your information to the appropriate contact for further investigation.

Your reference number for this ticket is 151216-000758.

Thank you for your patience.

HiRezJulien
Hi-Rez Studios Customer Support
 Customer By Email (jacob steentoft)	12/18/2015 09:31 AM
Still no luck fixing the issue. Tried to reinstall the game after trying
out the different fixes, but it still crashes.

Attached the log file that the .NET repair tool created and another event
from the launcher crashing.

On Fri, Dec 18, 2015 at 1:53 PM Hi-Rez Studios Support <
hirezsupport@hirezstudios.com> wrote:

>
>
>
>

==================== application File Attachment ====================
FixDotNet20151218142005020.cab, 1295817 bytes, Added to incident

==================== text File Attachment ====================
event 2.txt, 829 bytes, Added to incident
 Response Via Email (HiRezJulien)	12/18/2015 07:53 AM
Hello abdulzz,

If you are getting the CLR20r3 error, please open the command prompt as an administrator and type in the following: sfc /scannow then hit Enter.

If running this command does not solve your issue, please reinstall your Microsoft .NET framework from http://www.microsoft.com/net .

If this is still not working, please go to the following page and download this tool from Microsoft. http://www.microsoft.com/en-us/download/details.aspx?id=30135. It's a repair tool from MS to fix .Net framework.

Thank you,

HiRezJulien
Hi-Rez Studios Customer Support
 Customer By Email (jacob steentoft)	12/18/2015 07:32 AM
No launch log file is created. The smite folder under My Games hasn't been
generated as the launcher crashes when run.

On Fri, Dec 18, 2015 at 6:02 AM Hi-Rez Studios Support <
hirezsupport@hirezstudios.com> wrote:

>
>
>
>

==================== text File Attachment ====================
DxDiag.txt, 98041 bytes, Added to incident

==================== text File Attachment ====================
Events.txt, 3393 bytes, Added to incident
 Response Via Email (HiRezJulien)	12/18/2015 12:02 AM
Hello abdulzz,

Please provide us with the following to help troubleshoot your issue

1. Launch.Log file -- this should be in the directory C:\Users\USERNAME\Documents\My Games\Smite\BattleGame\Logs

2. Screenshots of any errors.

3. DXDIAG report -- Select "Start | Run" from the Windows start menu and run "dxdiag". This should load the DirectX Diagnostic Tool. Then choose "Save All Information", save the file to a location on your harddrive and then attach that with your reply

Please also do the following right after your issue occurs:

1. Open your Windows event viewer (go to the start menu and type "Event Viewer" in the search box).
2. Once in the event viewer, click "Windows Logs" and then select "Application."
3. Please copy and paste the last few logs (errors & warnings) into a text document and send it to us as an attachment. The details of each log can be copied from the box in the middle of the event viewer.

For a more in-depth guide please navigate here:

http://hi-rez.custhelp.com/app/answers/detail/a_id/507

Thank you.
HiRezJulien
Hi-Rez Studios Customer Support
 Customer By Email (jacob steentoft)	12/17/2015 09:17 AM
As I wrote earlier, I have already uninstalled Avast, and no services or
processes are running in the background. I've also tried reinstalling the
HiRez launcher after Avast was removed from my computer, which didn't do
anything.

I deleted the config and tried to run the launcher again. Still crashing.

On Thu, Dec 17, 2015 at 2:57 PM Hi-Rez Studios Support <
hirezsupport@hirezstudios.com> wrote:

>
>
>
>
 Response Via Email (HiRezJulien)	12/17/2015 08:57 AM
Hello abdulzz,

Please use the following tool: https://www.avast.com/uninstall-utility

If that does not work, please confirm that you have tried running the client in safe mode. You can do this by starting the launcher and opening the options (gear icon on the bottom right corner) and then select safe mode.

If that worked, please restart the game normally and change your video settings as desired.

If not, please proceed as follows:

1) Close Smite
2) Using windows explorer, go to: C:\Users\USERNAME\Documents\My Games\Smite\BattleGame\Config
3) Delete all the files in here
4) Relaunch the game as administrator (right-click / run as admin)

Thank you.
HiRezJulien
Hi-Rez Studios Customer Support
 Customer By Email (jacob steentoft)	12/17/2015 08:46 AM
Hi Hi-Rez Support,

The issue is still there after trying your fixes, including uninstalling
Avast.

Both the diagnostics and the launcher crashes when trying to run them, and
the clean boot changed nothing.

I've attached my system information to this email.

Best regards, Jacob Steentoft.

On Thu, Dec 17, 2015 at 7:44 AM Hi-Rez Studios Support <
hirezsupport@hirezstudios.com> wrote:

>
>
>
>

==================== application File Attachment ====================
My PC.nfo, 4703338 bytes, Added to incident
 Response Via Email (HiRezJulien)	12/17/2015 01:44 AM
Hello abdulzz,

Please check if you have the following program(s) installed:

- AVAST! (antivirus software)
- Adobe Creative Cloud (Installed with any Adobe software such as Photoshop, Illustrator, etc...)

If they are present on your system, please try uninstalling them.

If you do not have the above listed programs, please try running the client in safe mode. You can do this by starting the launcher and opening the options (gear icon on the bottom right corner) and then select safe mode.

If that worked, please restart the game normally and change your video settings as desired.

If that does not work, please start your PC in a clean boot as outlined in this article: http://support.microsoft.com/en-us/kb/929135

NOTE***: You will need to keep the "HiRez Studios Authenticate and Update Service" enabled or else Smite will not start in clean boot.

Running in clean boot starts Windows with the minimal amount of drivers and startup programs required by the PC to function. This helps eliminate any software conflicts that may be causing this issue.

If that still does not work, please send me an msinfo32 report, which displays information about your computer to help us troubleshoot this issue.

1) Go to Start -> Run

2) Type in "msinfo32" and press OK

3) In the System Information dialogue select "File" and then "Save"

4) Give the file a basic name and keep the .NFO extension. Save it somewhere such as your desktop and send it to us in your next reply.

Thank you,

HiRezJulien
Hi-Rez Studios Customer Support
 Auto-Response	12/16/2015 02:15 PM
The following answers might help you immediately. (Answers open in a separate window.)
Answer Link: Hi-Rez Patcher Troubleshooting
Answer Link: Updating your drivers
Answer Link: SMITE Spectator Instructions
Answer Link: How to secure your Hi-Rez Studios Account
Answer Link: Boosters


 Question Reference #151216-000758
Product Level 1: 	Smite for PC
Category Level 1: 	Technical Issues
Date Created: 	12/16/2015 02:15 PM
Last Updated: 	12/22/2015 05:10 AM
Status: 	Updated

[---001:006065:06659---]