Posted March 15, 2019
This thread was created with the intent to help you figure out what's wrong with the game and fix the problem. I'll be adding new information here as we figure out more and more so you may find a fix for your current problem in here soon.
If you experience an issue that is not described here, please write - the more we know, the faster it's going to be fixed. We apologize for all the problems caused by our game shipping with some faults.
IMPORTANT NOTE: If your game crashed, then a window popped up asking you to send the crash report and you have sent us the crash data - then we know all we need to and you do not need to take any further action, we will be fixing all those issues out in the coming days. You should however try the common solutions - some thins are out of our control.
IMPORTANT NOTE 2: I am often asking for DxDiags if a case proves to be tougher than regular - this is a *.txt file with all the information on your PC configuration - hardware and drivers. This requires no additional software to create, it's quick and simple process:
1. Click on, "Start Button".
2. Click on, "Run".
3. In the pop-up window enter DxDiag and hit ok.
4. The DirectX Diagnostic Tool pop-up window should appear.
5. Click on "Save all information".
Common crash solutions:
1. Please make sure you have a 64 bit system. We do not support 32 bit systems as per store page minimum requirements section.
2. If you are using Razer Synapse, Razer SDK or Razer Cortex software, please make sure to update it to the latest revision. Our game has custom lighting profiles, the update is required in order for the game to work. If you do not use this software (even if you do have a Razer hardware) - you do not need to install it.
3. If you are using Razer Cortex software and none of the other options work, try uninstalling Cortex.
4. If you are using Riva Tuner or MSI Afterburner software, please try running the game while those are completely disabled.
5. Add an exception for Ancestors Legacy in your anti-virus software. Some people have reported our exe being flagged as false positive.
6. Please verify integrity of local files (I know this is repeated over and over again, but this seriously happens to work for people).
7. Try running the game as an administrator - navigate to the game folder and find the *.exe file.
8. Make sure your video drivers and system is up to date. If you are using Windows 7 make really sure you do have Service Pack 1 installed, the game won't run well without it.
9. Disable any 3rd party applications that are involved with rendering (screen captures, recording / streaming software, etc.)
10. Our game communicates through internet with GOG servers while in main menu, please make sure that no antivirus or firewall software is blocking the game from doing so. Alternatively, please navigate into Options -> Gameplay -> Interface and disable online features.
Specific issues:
Missing executable file
Some antivirus software detects our game *.exe file as a false positive. Some software quarantines it, some delete. Please add an exception for our game to your antivirus software for this to be fixed.
No Write Access popup
There is an issue for Windows 10 with regards to saving into "My Documents" folder (which is where we store the save games). Try the solutions explained here. It may also happen due to Bitdefender software blocking write access to that folder. Please verify that this is not the case.
Alternative issues include Controlled Folder Access flagging files as potentially harmful, game folders set to "Read Only" (for example by antivirus or Windows Defender) and 3rd party software responsible for synchronizing folders (DropBox, OneDrive).
The game crashes during the first loading screen
You most probably have Razer Synapse, Razer Cortex or Razer SDK installed. Please read about issues involving that software in the "Common crash solutions" section.
The game does not launch at all
If none of the common solutions work, most often it's either corrupted files (run verify files) or Antivirus software (disable or add an exception for DCConfig.exe and Anc-Win64-Shipping.exe)
The game crashes with "Unreal Engine is exiting due to D3D device being lost"
Your videocard is probaly running an OC. Set it back to standard and you can play. Alternatively, set the frame limit in video options to 60 frames. This should also help.
I cannot see the drawn cut-scenes I have a white screen instead
This means you most probably do not have Windows Media Foundation components installed. Speaking in English - you do not have Windows Media Player on your system. This usually happens due to your Windows version being the 'N' version - which is stripped out of those on purpose. In order to see the movies, you will need to install those components.
Laptops only - game crashes right at startup
If your laptop has double GPU setup - integrated Intel GPU and a dedicated one from AMD or NVidia - you not only need to update the dedicated GPU drivers, but also the integrated GPU ones. Those do not self update, sometimes Windows Update does it, sometimes not. Here are links for downloading Intel Integrated GPU Drivers:
Link 1
Link 2
The game does not launch and I see this error:
"Ancestor Legacy is attempting to launch with the optional parameters, shown below"
-usebeaconnetdriverthreadchecker -nothreadtimeout
"If you did not request this launch or do not understand these option, select cancel"
Ancestor Legacy is saving user savegame files, config & logs in the user Documents folder which is monitored and synced with Windows 10 One Drive online/in the cloud (default settings). Unfortunately, sometimes those do not sync (for example when on a "metered" connection) and the game won't be allowed to launch. Removing our game from using Windows 10 One Drive solves the issue. Alternative fix is to move the game installation folder onto non-system drive (usually C is a system drive, so install the game to D or E etc.)
Alternative fix is to run the game as a regular user instead of administrator.
The game launches but nothing can be done in Main Menu (buttons do not work)
Properly set up antivirus software, firewall, Windows Defender, BitDefender or other malware protection software and similar. Please add exceptions for Ancestors Legacy. This issue occurs when the game cannot contact GoG servers and blocks. The game may also be blocked by a router firewall. Alternatively, you may try to run in offline mode, but this will prevent you from playing with other players (navigate into Options -> Gameplay -> Interface and disable online features)
Cursor is a black square
Please set your monitor color palette to 32 bit. 16bit is currently not supported. This can be changed through the system or in the driver settings.
If you experience an issue that is not described here, please write - the more we know, the faster it's going to be fixed. We apologize for all the problems caused by our game shipping with some faults.
IMPORTANT NOTE: If your game crashed, then a window popped up asking you to send the crash report and you have sent us the crash data - then we know all we need to and you do not need to take any further action, we will be fixing all those issues out in the coming days. You should however try the common solutions - some thins are out of our control.
IMPORTANT NOTE 2: I am often asking for DxDiags if a case proves to be tougher than regular - this is a *.txt file with all the information on your PC configuration - hardware and drivers. This requires no additional software to create, it's quick and simple process:
1. Click on, "Start Button".
2. Click on, "Run".
3. In the pop-up window enter DxDiag and hit ok.
4. The DirectX Diagnostic Tool pop-up window should appear.
5. Click on "Save all information".
Common crash solutions:
1. Please make sure you have a 64 bit system. We do not support 32 bit systems as per store page minimum requirements section.
2. If you are using Razer Synapse, Razer SDK or Razer Cortex software, please make sure to update it to the latest revision. Our game has custom lighting profiles, the update is required in order for the game to work. If you do not use this software (even if you do have a Razer hardware) - you do not need to install it.
3. If you are using Razer Cortex software and none of the other options work, try uninstalling Cortex.
4. If you are using Riva Tuner or MSI Afterburner software, please try running the game while those are completely disabled.
5. Add an exception for Ancestors Legacy in your anti-virus software. Some people have reported our exe being flagged as false positive.
6. Please verify integrity of local files (I know this is repeated over and over again, but this seriously happens to work for people).
7. Try running the game as an administrator - navigate to the game folder and find the *.exe file.
8. Make sure your video drivers and system is up to date. If you are using Windows 7 make really sure you do have Service Pack 1 installed, the game won't run well without it.
9. Disable any 3rd party applications that are involved with rendering (screen captures, recording / streaming software, etc.)
10. Our game communicates through internet with GOG servers while in main menu, please make sure that no antivirus or firewall software is blocking the game from doing so. Alternatively, please navigate into Options -> Gameplay -> Interface and disable online features.
Specific issues:
Missing executable file
Some antivirus software detects our game *.exe file as a false positive. Some software quarantines it, some delete. Please add an exception for our game to your antivirus software for this to be fixed.
No Write Access popup
There is an issue for Windows 10 with regards to saving into "My Documents" folder (which is where we store the save games). Try the solutions explained here. It may also happen due to Bitdefender software blocking write access to that folder. Please verify that this is not the case.
Alternative issues include Controlled Folder Access flagging files as potentially harmful, game folders set to "Read Only" (for example by antivirus or Windows Defender) and 3rd party software responsible for synchronizing folders (DropBox, OneDrive).
The game crashes during the first loading screen
You most probably have Razer Synapse, Razer Cortex or Razer SDK installed. Please read about issues involving that software in the "Common crash solutions" section.
The game does not launch at all
If none of the common solutions work, most often it's either corrupted files (run verify files) or Antivirus software (disable or add an exception for DCConfig.exe and Anc-Win64-Shipping.exe)
The game crashes with "Unreal Engine is exiting due to D3D device being lost"
Your videocard is probaly running an OC. Set it back to standard and you can play. Alternatively, set the frame limit in video options to 60 frames. This should also help.
I cannot see the drawn cut-scenes I have a white screen instead
This means you most probably do not have Windows Media Foundation components installed. Speaking in English - you do not have Windows Media Player on your system. This usually happens due to your Windows version being the 'N' version - which is stripped out of those on purpose. In order to see the movies, you will need to install those components.
Laptops only - game crashes right at startup
If your laptop has double GPU setup - integrated Intel GPU and a dedicated one from AMD or NVidia - you not only need to update the dedicated GPU drivers, but also the integrated GPU ones. Those do not self update, sometimes Windows Update does it, sometimes not. Here are links for downloading Intel Integrated GPU Drivers:
Link 1
Link 2
The game does not launch and I see this error:
"Ancestor Legacy is attempting to launch with the optional parameters, shown below"
-usebeaconnetdriverthreadchecker -nothreadtimeout
"If you did not request this launch or do not understand these option, select cancel"
Ancestor Legacy is saving user savegame files, config & logs in the user Documents folder which is monitored and synced with Windows 10 One Drive online/in the cloud (default settings). Unfortunately, sometimes those do not sync (for example when on a "metered" connection) and the game won't be allowed to launch. Removing our game from using Windows 10 One Drive solves the issue. Alternative fix is to move the game installation folder onto non-system drive (usually C is a system drive, so install the game to D or E etc.)
Alternative fix is to run the game as a regular user instead of administrator.
The game launches but nothing can be done in Main Menu (buttons do not work)
Properly set up antivirus software, firewall, Windows Defender, BitDefender or other malware protection software and similar. Please add exceptions for Ancestors Legacy. This issue occurs when the game cannot contact GoG servers and blocks. The game may also be blocked by a router firewall. Alternatively, you may try to run in offline mode, but this will prevent you from playing with other players (navigate into Options -> Gameplay -> Interface and disable online features)
Cursor is a black square
Please set your monitor color palette to 32 bit. 16bit is currently not supported. This can be changed through the system or in the driver settings.
Post edited March 27, 2019 by DC_vipeout