Known Technical Support Issues - Updated Oct 13, 2021

[Glaxigrav]

Cheers, Heroes!

We’ll be using this forum thread to track known technical support issues, like conflicts which cause performance errors, crashes, and connection problems. Check out the list below, and give these steps a try before creating a new topic! Additionally, more bug-related issues can be found in the Bug Report Forum’s Known Issues List.

Connection

• PVE Event Disconnections on Netgear Routers

Crashes

• Black Screen Crashes Due to Razer Chroma Software
• “Rendering Device Lost!” with RTX Graphics Cards
• Crashing on Systems with AMD Ryzen CPUs
• Crashing on PS4 with error CE-34878
• Crashing on Systems with AMD FX or Phenom chipsets and Avast or AVG Installed

Performance

• Low FPS with Razer Chroma Software Installed
• TV Displays Cutting Off Borders
• Windows 10 Displaying 0% GPU Usage

Sound

• Surround Sound Issue/Logitech Headsets - I Only Hear Sound Out of One Ear in My Headphones

Voice Chat

• Voice chat doesn’t work on University or Business network

If these resources do not help with your technical issue, check our technical troubleshooting sticky for more help.

[Glaxigrav]

TV Displays Cutting Off Borders

Some televisions have unsupported resolutions or aspect ratios that cause Overwatch to display incorrectly. Please try changing your TV’s display resolution and matching it with a supported in-game resolution from the Overwatch Graphic Settings menu. Additionally, you can use your TV’s Auto Adjust feature to try and resolve display issues.

[Glaxigrav]

Surround Sound Issue/Logitech Headsets - I Only Hear Sound Out of One Ear in My Headphones

Dolby Atmos is designed for use stereo headphones, but some modern headsets attempt to simulate surround using their own software which can result in various conflicting behaviors. Try disabling supplementary audio software utilities. If the issue persists, also try updating your drivers for your audio device.

Additionally, G633 Headsets that are running with 8.82 Logitech Gaming Software or older will experience this issue. Please update to the most recent version to resolve this issue.

[Drakuloth]

Black Screen Crashes Due to Razer Chroma Software

We’ve received a number of recent reports of crashes with recent builds of Razer Chroma SDK. Razer has been working on the problem for a while, and it appears to have been fixed with Razer Synapse 3. Below are steps to resolve the issue.

1. Attach your Chroma compatible device and install Razer Synapse 3. If you no longer have your Chroma device, follow the manual installation steps below and Contact Razer if this does not work.
2. If you still have issues, open your Razer Synapse 3 appication, go to the Modules tab, and install Chroma Connect.
3. Restart the Razer App
4. Go to the Connect tab, locate Overwatch.exe and toggle the Enable this App switch to the off position.
5. Retest the game.

If that doesn’t work, uninstall your current build of Razer Chroma SDK Core Components.++ Instructions are under the header for The Chroma SDK supported games and applications aren’t showing any Chroma effects. How do I fix it? Be advised that you need to restart your PC after removing the application. If you do not have this installed, please contact Razer for help or follow the manual installation steps below.

It is possible that some modules were left behind during the uninstallation process for your Razer Synapse. Make sure that these files are no longer on the computer. If they still exist and you are unable to delete them manually, contact Razer for help.

C:\Windows\System32\RzChromaSDK64.dll
C:\Windows\SysWOW64\RzChromaSDK.dll
C:\Windows\SysWOW64\RzAPIChromaSDK.dll

Manual Chroma Installation Steps
If you cannot install Razer Chroma SDK Core Components because you no longer have your device or run into an error, install it from this link. Under step 1, the second hyperlink will download the installer.

If these crashes persist, please create your own thread or contact our support team directly for more help. When doing this, please ensure that you list all steps you’ve tried to troubleshoot your crash, and link this thread if you have followed the steps above.

[Drakuloth]

Crashing on Systems with AMD Ryzen CPUs

We have seen reports of Overwatch crashing on computers with AMD Ryzen CPUs due to a bug with older BIOS versions on certain motherboards. To prevent this crashing on your Ryzen systems, please update the BIOS to the latest version using the files and procedures found on the motherboard manufacture’s website.

Once this is done, you should also update the chipset drivers for the card.

The BIOS and chipset drivers are the links between the hardware and the operating system. Updating to the latest software ensures users have the latest performance and stability enhancements for the platform.

[Drakuloth]

Low FPS with Razer Chroma Software Installed

We have seen reports of dramatically lower than expected FPS with Razer Synapse/Chroma installed. Typically players will see their FPS stuck between 15-30 FPS while experiencing this issue. If you have your Chroma device, enable Chroma effects for Overwatch, or uninstall the Razer Synapse/Chroma software and reinstall the newest version of Synapse 3.

If you no longer have your Razer device, follow the steps for the Razer blackscreen issue.

[Drakuloth]

Windows 10 Displaying 0% GPU Usage

In the latest few builds of Windows 10, there is a display bug which causes Overwatch to display as using 0% of your dedicated GPU. In the majority of cases, the GPU is being used correctly, and this is simply a display issue.

If you are using a desktop PC, ensure that your monitor is plugged into the correct graphics card. For the majority of PCs, your dedicated GPU will be about midway down the tower. The ports near the top of the PC will usually connect to your motherboard/CPU graphics card, and will result in worse performance. If you need help identifying which ports are the correct ones for your PC, look up the model online.

To check to make sure your GPU is being used correctly, we recommend using HWMonitor. If you use this utility while playing, you should see that your dedicated GPU is being used by checking the “Max” column after playing.

If you are having performance issues, crashes, etc, which make you worry your GPU is not working correctly, check out our troubleshooting resources.

[Drakuloth]

“Rendering Device Lost!” with RTX Graphics Cards

There was previously a semi-common problem with RTX graphics cards receiving this error message, however the issue has since been resolved with the latest Nvidia Geforce drivers. Before troubleshooting your individual Rendering Device Lost error, try updating your drivers as mentioned in this post.

If updating the drivers does not fix your issue, then the problem is unrelated to the previous bug between RTX cards and Overwatch. Please feel free to use the rest of the troubleshooting steps on this article for more help. Keep in mind that not all RTX users will have this problem and there are multiple causes for the Rendering Device Lost error.

[Drakuloth]

Crashing on PS4 with error CE-34878

We’re currently investigating causes of this crash. If you are receiving this error, please contribute to this thread. While we investigate the cause, you may also check Sony’s support article on this error.

[Drakuloth]

Voice chat doesn’t work on University or Business network

If you find that you have this problem only on a university or business network, please have the network admin contact support for whitelist information. They’ll need to speak with one of our technical specialists to get this information. We’ve seen situations where some corporate/university routers classify our Voice over IP (VOIP) traffic as Peer to Peer (P2P) over SIP which gets blocked on many networks for various reasons. One of the most common ones is to prevent piracy on the network. (If these acronyms don’t make sense to you, your network admin should be able to make sense of them.)

Please keep in mind that this is only for business/university class routers. You shouldn’t need to do this on a home router (and in many cases you cannot.)

[Caterpepi]

Crashing on Systems with AMD FX or Phenom chipsets and Avast or AVG Installed
There has been a number of reports of where Avast and AVG installed for those with FX series or Phenom processors on the system have been crashing in Overwatch. To workaround the issue, the following has been found to help:

• Uninstalling Avast or AVG using the uninstall tool from Avast or AVG
• Some reports have had success with disabling all Avast Shields.

Note: We have seen that adding exceptions or exclusions for Overwatch does not workaround this issue.

[Drakuloth]

PVE Event Disconnections on Netgear Routers

We’ve received a number of reports of issues connecting to our PVE events from users on Netgear Routers. Note: This post is concerning disconnections which are experienced ONLY in PVE events. If you have disconnections elsewhere, or do not have a Netgear router please start your own thread, as this would not be the same problem.

Please complete the following steps:

1. Update the firmware for your netgear router - this is available on support.netgear.com
2. Update the drivers for all your network cards.
3. Follow the steps outlined in this forum post, transcribed below

@anon25438383

EDIT: Issue solved for wired connections as well! I just tested this on my own, and so far no DCs. You will need to enable your router’s QoS settings. Start by going to routerlogin dot net (these forums will not allow links…). The default username and password are “admin” and “password.” Next, click on the “ADVANCED” tab in the top-left. Click on the “Setup” drop-down menu and you will see an option for “QoS Setup.” On the next page, there will be a checkbox for “Turn Internet Access QoS On.” Check this box. The “Turn Bandwidth Control On” box should be checked now. You can and should uncheck this box. Finally, you will see 4 queues at the bottom of the page: Highest, High, Normal, and Low. In the High column you will see “Warcraft.” Select “Warcraft” and click “Edit.” Change the priority from “High” to “Highest.” Once you see “Warcraft” in the “Highest” column, click “Apply” at the top of the screen. Your router will take a few seconds to reconfigure, and you may lose internet connection for a bit. Once it is all done, close the web browser and load up Overwatch. If I’m right, and I hope I am, you’ll be able to play any of the co-op game modes without DCs.

If you still have issues after this, please create your own forum topic with the details or contact support.