"You have been dropped" - discuss - Page 9

Greetings,

To help determine what is causing the conflict and resolve the issue, please try the following steps. Each one has the potential of solving your issue, so feel free to try the game again after each step.

1. Be sure you have the latest video, sound, network card and motherboard drivers. More information on identifying your video and sound driver versions can be found at:
http://us.blizzard.com/support/article/21137

Drivers should be available from the manufacturer's website for each individual component. Motherboard drivers will be available on your motherboard or system manufacturer's site. It is important that you follow all precautions given by your motherboard manufacturer when updating drivers or firmware. Links to manufacturers' web sites can be found at:
http://us.blizzard.com/support/article/21124

2. Be sure you have all the available updates from: http://windowsupdate.microsoft.com/

3. A program running on your machine could be causing issues. Please try closing all background applications as explained on our support site: http://us.blizzard.com/support/article/21052

4. Check your hard disk for errors by following the instructions on our ScanDisk/Defrag page: http://us.blizzard.com/support/article/21144

Also, note that some customers have reported that hard drives larger than 127 gigabytes in size can have issues if you do not have the latest Windows Updates from the Microsoft site: http://windowsupdate.microsoft.com/

We recommend that you read all the documentation that came with your hard drive and/or system. Many manufacturers have special instructions necessary for proper use of 48-bit Logical Block Addressing on hard drives larger than 127 gigabytes.

5. StarCraft II attempts to use your hardware to its fullest. If you overclock your hardware in any way, even if other applications on your computer are stable, it may cause problems with StarCraft II. Please set all your components to their factory default speeds while playing StarCraft II.

6. If your system is becoming too hot, it may cause the game to freeze or crash. You can test this by removing the side of your case from the computer for troubleshooting purposes. If the issue goes away or prolongs it, then we suggest making sure there isn't a lot of dust in your computer case and adding a fan to your system to help distribute heat.

Please consult your CPU and Motherboard documentation regarding proper heat ranges and monitoring or contact the manufacturers for further questions regarding heat.

7. Try uninstalling the game, and then deleting the entire install folder from the hard drive. Then, reinstall the game and try it again. Sometimes fully and simply re-establishing the data files this way can resolve general game issues.

8. Doing a scan of the computer's physical memory can help you identify RAM problems which could cause this issue. We are tentatively recommending users try memory scan utilities such as the Windows Memory Diagnostic, available directly from Microsoft:
http://oca.microsoft.com/en/windiag.asp

We recommend the extended test suite, which takes the longest time to run but is the most thorough test suite available with this tool.

If you have Windows Vista, this already has a Memory (RAM) Diagnostic Tool that you can use. Using this tool will require a reboot so please save any documents you have open.

- Click Start.
- In the Start Search field type in Memory and hit Enter.
- The first option you see should say Memory Diagnostic Tool.
- Run the Memory Diagnostic Tool - A window will pop up asking you if you want to reboot and check for problems not or check for problems the next time you restart.
- If you choose to restart now, Vista will reboot into the memory diagnostic utility.

If the memory test comes back with no errors, In order to troubleshoot this issue further for you, we will need to collect some diagnostic information about your computer and your game error and log files.

9. If your issue continues, please email me back with a detailed description of which steps above you tried and your results. Please attach any text files in the "StarCraft II/Logs" and "StarCraft II/Errors" folders to your email along with two files, your dxdiag.txt and msinfo.txt for further analysis:

For Windows Vista/7:

Important! - Please reboot your system prior to creating the dxdiag and msinfo files.

To obtain the DXDIAG file:

1. Press the Windows Key (the key with the Windows logo on your keyboard) + R (at the same time).
2. Type in DXDIAG and press Enter or click 'OK', this will open the DirectX diagnostic tool.
3. Click on the 'Save All Information' Button (save this file to your Windows desktop and name it dxdiag).

To obtain the MSINFO file:

1. Press the Windows Key (the key with the Windows logo on your keyboard) + R (at the same time).
2. Type in MSINFO32 and press Enter or click 'OK'. This will open the MSINFO diagnostic panel.
3. Click "File" in the top left, then click "Export" - this will prompt you to choose a location to save the file.
4. When the "Export As" window appears, choose the Desktop to save your file.
5. Click "Save"

For Windows XP/2000:

Important Note: Please reboot your system prior to creating the dxdiag and msinfo files.

1. Click on Start.
2. Click on Run.
3. Type in DXDIAG and press Enter or click OK, this will open the DirectX diagnostic tool. Run the DirectDraw, Direct3D and DirectSound tests found under the Display and Sound tabs before creating the dxdiag.txt file.
4. Click on the Save All Information Button (save this file to your windows desktop and name it dxdiag).
5. Click on the More Help tab and open the Microsoft system information tool (MSInfo).
6. Click on File and choose Export (save this file to your windows desktop as a text file and name it MSInfo). Please make sure to save this file as a .txt file and NOT as a .nfo file.
7. Attach the dxdiag.txt and msinfo.txt files to your email.

Special MSinfo Instructions for Windows 2000 users:

Please note that due to increased system requirements, and the lack of available software updates for general hardware, Windows 2000 is no longer a supported operating system to play World of Warcraft. We will still do our best to provide basic troubleshooting advice, but if these suggestions do not work, we will be unable to provide further assistance.

1. Create your dxdiag.txt file as explained above.
2. Now choose the More Help tab.
3. Click the MSInfo button.
4. Important! - Be sure to highlight the System Information in the top left.
5. Go to the Action menu, choose All Tasks, Save As Text File.
6. Save the file to your Desktop and name the file msinfo.txt.
7. Attach this msinfo.txt file and the dxdiag.txt file to your email.

Some email programs limit the amount of attachments you can send. If possible please archive the files you are sending in Zip format. This will compile all of the files into a single archive which can make it easier to email.




Regards,