Known Technical Support Issues


#1

Hail and well met, Heroes!

We’ll be using this forum thread to track crash and performance related issues. 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.

Crashes
Crash - Black Screen Crashes Due to Razer Chroma Software
Crash - Crashing on Systems with AMD Ryzen CPUs
Crash - Intel Drivers, Laptops with Switchable Graphics
Crash - Overclocked Memory
Crash - No Compatible Graphics Hardware Was Found
Crash - Rendering Device Lost

Performance Issues
Performance - Low FPS on Laptops after Windows 10 Spring Creators Update
Performance - TV Displays Cutting Off Borders
Performance - Running Slow While Multitasking (6-core CPUs or lower)
Performance - Long Load Times, High Latency (Proxy/VPN/Network Optimizer)
Performance - I Only Hear Sound Out of One Ear in My Headphones
Performance - Black Screen with only HUD Visible
Performance - Troubleshooting Low Frame Rates


Multiple Crashing
GUIDE: Maximizing System Performance for Overwatch (PC)
Crashing and lagging in loadingscreens
Can't launch ptr overwatch
Overwatch not running well on ROG Gaming Laptop
Game keeps crashing
OW Wont Launch from Launcher, Ironic
Frames suddenly dropped from 200fps to 60 fps
Low FPS after Busan Update
Constant crashing
Blizzard Launcher totally black
Crashing during the game saying graphics card disconnected (Log post)
Loading screen loop
Overwatch crashes
I keep getting dropped frames and don't know why
Overwatch hard crashing computer
Game will Launch then close itself
First crash in 2 years pog
Error crashes game
Crash at Hero Select Screen
Application has been blocked from accessing graphic hardware
Constant crashing and I'm not sure what the cause is
The leaver penalty system is broken
Battle.net app/launcher goes straight to error
Game randomly black screening and crashing
Computer shuts down when loading maps in competitive
Game just shows black screen upon opening
Overwatch Keeps Crashing, Lagging Heavily in a Match
Game completely freezes after a match
My game keeps freezing
Random crashing and disconnects
Game crashes by itself at random
The application encountered an unexpected error
Game crashing again
Stuck in entering game
Crash every few games, every day no matter what
I need to know if i have the choice to appeal a suspension
Black Screen Still
Overwatch crashed in graphic drivers Code:8B8AB110-3E48-4B4A-A247-324E45E18F6A
Random Crashes Mid-game
#2

Crash - Intel Drivers, Laptops with Switchable Graphics

Players with an Intel HD Graphics card may experience a crash when launching Overwatch, even if you have a second video card that is used when playing games (Nvidia or AMD card). Updating your Intel Drivers to the latest version will resolve this issue.

If your laptop manufacturer does not have an updated driver, you can try Intel’s generic driver from their Support Site. If the generic driver is not compatible, please contact your laptop manufacturer for assistance!


#4

Performance - 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.


#5

Performance - Running Slow While Multitasking (6-core CPUs or lower)

Overwatch will utilize up to 6 CPU cores. If your CPU has less than 6 cores available, multitasking (such as broadcasting, streaming web content, or running messaging applications) may cause additional performance degradation. Closing other processes will improve game performance.


#6

Crash - Overclocked Memory

Players who overclock their memory in their BIOS settings will inevitably encounter a crash during the course of the match. To resolve this, players can restore their BIOS settings and memory clock speeds to default.

Note: This issue is only caused by manually changing your clock speeds in your BIOS. If you have not modified your memory clock speeds, check out our other crash causes before posting!


#7

Crash - No Compatible Graphics Hardware Was Found

This error can show if the computer does not meet our Minimum System Requirements, or if you are missing the most recent drivers and Windows Updates. If the issue persists, please create a new forum topic with your Dxdiag.


#8

Performance - Long Load Times, High Latency (Proxy/VPN/Network Optimizer)

The below services are known to cause issues with Overwatch Network Traffic. If you encounter high latency or load times, please try disabling/uninstalling the application to see if it resolves your issue:

• Gigabyte, RealTek, etc. LAN Optimizer
• KillerNIC (killerservice.exe)
• Asus GameFirst III or IV
• Hamachi VPN
• Specific Router Quality of Service options

If you have tried disabling the above programs and continue to experience trouble, please try disabling all background processes and see if the latency issues persist.

If you have a router with Quality of Service (QoS) packet shaping, please see your manufacturer’s website for assistance in disabling QoS services or configuring it for use with Overwatch.


Random Battle.net disconnections
#9

Performance - 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.


#10

Crashes - Unknown error!

Some variations of this crash can be resolved by changing some sound settings in the Settings_v0.ini file in this folder:

C:\Users\myName\Documents\Overwatch\Settings

  1. Make a backup of the Settings_v0.ini file first.
  2. Start up Overwatch, and click on Options, then Sound.
  3. Change the Master Volume to 42.
  4. Exit completely out of Overwatch.
  5. Open the Settings_v0.ini file with Notepad or Wordpad.
    You should see this in the last section:
[Sound.3]
MasterVolume = "42.000000"
  1. Add this line after that, at the end:
PreferXAudio2 = "0"
  1. Save the file.
  2. Go back into Overwatch, and set the Master Volume to what you had it before.

Note:

PreferXAudio2 = "0"

This will force the Sound system to use WASAPI instead of XAudio; setting this to 2 will force it to DirectSound:

PreferXAudio2 = "2"

Delete this line to return back to defaults.


The application encountered an unexpected error
Rendering device has been lost
#11

Crashes - Rendering Device Lost

The “rendering device has been lost” error is an Overwatch message for a TDR (timeout detection and recovery) incident. You can read more about TDR incidents here.

Although only a small percentage of players will encounter this error, it can be frustrating because the root cause is often difficult to diagnose. We are doing some investigation to determine whether it would be possible to safeguard Overwatch more against these kind of system incidents. In the meantime, we want to provide some additional information that should help with troubleshooting this error.

The Rendering Device Lost error may occur due to one of the following reasons:
1. Device timed out (most common)
2. Device lost power or was removed (second most common)
3. Out of video memory (less common)

1. Device timed out
Generally, this seems to be caused by the following:

  • Overclocked/tweaked hardware (CPU, GPU, RAM). This can include factory-overclocked hardware.
  • Conflicting applications or processes.
  • Overheating.

Troubleshooting:

  • Make sure all components are set to default, manufacturer-recommended settings. It may be necessary to underclock the GPU in some cases. Please contact the device manufacturer for assistance checking or making changes to these settings.
  • Make sure all unnecessary background applications are shut down.
  • Check for overheating.

2. Device lost power
Generally, this seems to be caused by the following:

  • Insufficient PSU (power supply unit).
  • Failing PSU.
  • Improperly seated GPU.
  • Overheating.[/ul]

Troubleshooting:

  • Check to make sure the PSU has enough wattage to power the PC, especially when the GPU is under load.
  • Make sure the GPU is properly seated.
  • Check for overheating.

3. Out of video memory
Generally, this seems to be caused by background applications, particularly those that use hardware acceleration.

Troubleshooting:


Game has lost rendering device
RTX 2080 - FPS issues
Has there been a single case of someone solving their "Rendering device lost" issues?
Rendering device lost problem
Crashing due to an Overlay?
Rendering device lost
Your rendering device has been lost! Application Closing!
Rendering Device Lost 2019 Edition
Still getting random crashes, now serving a ban for it
Overwatch freezed without crashing
Complete freezing my cpu
"Rendering Device Lost" caused me to get suspended from competitives, lose SR and my renown level
Rendering Device has been lost - Causing a Exp Penalty
Game crashing randomly at the end of the game
Rendering Device Lost
#12

Performance - Black Screen with only HUD Visible

This issue appears to come up more frequently when video memory is being pushed/overclocked. Otherwise, corrupt driver installations and custom DPI settings have also been reported as causing this anomaly to occur.

Troubleshooting:

  • Lower in-game settings.
  • Make sure all components are set to default, manufacturer-recommended settings. It may be necessary to underclock the GPU in some cases. Please contact the device manufacturer for assistance checking or making changes to these settings.
  • Make sure all unnecessary background applications are shut down. In particular, shut down any software that has video or game “optimization” settings or can be used to overclock hardware.

Additional Troubleshooting:

  • Set DPI Scaling to 100%:
    Right-click on the Desktop
    Choose Display Settings
    Make sure “Change the size of text, apps, and other items” is set to 100%
  • Clean re-installation of the graphics driver:
    Uninstall the current driver (consider using a driver cleaning software like DDU)
    Reinstall the driver directly from the manufacturer’s website (Nvidia - AMD - Intel)

BLACK SCREEN MID GAME - Reiteration due to post restrictions
Black screen with visible HUD in Comp
Overwatch glitching out mid-game
Screen going Black still can see HUD
#13

Performance - Troubleshooting Low Frame Rates

If you have encountered a system performance problem that has led to lower than expected frame rates in Overwatch, please try these troubleshooting steps. Note there are several additional steps listed under Advanced Troubleshooting.

If you have tried those steps and still require assistance, please create your own thread and include the following information:

  • A DxDiag file (please use the code blocks option to post the information inside a scrollable window)
  • Observed CPU and GPU temperatures
  • Any running background applications/processes
  • Any other information you feel may be relevant (time the issue began, any recent changes to the computer, etc.)[/ul]

Huge stuttering and performance lag
Game freezing/stuttering
#16

Crash - 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. Retest the game.
  3. 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? If you do not have this installed, please contact Razer for help or follow the manual installation steps below.
  4. Retest the game

If the above fix doesn’t work, it is possible that some modules were left behind during the uninstallation process. 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.


Black screen then crash on launch
Launch-->Black Screen--Back to Launch. Help!
My Overwatch is not starting. Why?
Blackscreen and general error after startup. (DxDiag included)
My computer can't run overwatch
Game closes with no crash report
Game blackscreen than close by itself
Lots of random crashes - can barely finish a match
Game crashing after 5 minutes of play
Crashing on launch "application stopped working"
Overwatch launches then closes Immidietly
Game prevents me from moving, black screens and map reloads
Overwatch closes after 5 seconds of opening
Overwatch keeps crashing after trying everything and morepl
Crashing from Nvidia Graphics Card
Can't open the game anymore
Game is running, No overwatch :(
Game Won't Stop Crashing
My Overwatch Doesn't Seem to Work
Overwatch constantly crashing
Game crashes when i click Play
20 FPS on a 1070 max q
Mouse stuttering
Randomly Crashes Midgame
Game Doesn't Launch
Game quitting on start
Overwatch not launching without giving me an error code as to why
Press play but game doesn't start
Overwatch Crash
Games is suddenly running at 10 fps
Overwatch will not stop crashing
Chroma App not working correctly
Overwacth don't start
When will this bug be fixed?
My Overwatch keep stuttering I am in dire need of help
Razer Chroma Wierd error
Overwatch Crash on startup
Game Crash and can't launch
My game wont launch
Overwatch keeps crashing without error code
Overwatch will not lauch
Plz help me computer nerds
Mouse & Keyboard has noticeable input delay after PC wakes from sleep
Overwatch crashes on start
Instant Crash When Pressing Play
Getting General Error 0xE0010160 Unplayable!
Getting General Error 0xE0010160 Unplayable!
Getting General Error 0xE0010160 Unplayable!
Game wont open when i click play now
Sound problems with footsteps/ults
Overwatch opens, then immediately closes
Severe Issue When Alt-Tabbing from OW (Fixed)
Overwatch Crashing at launch
Frame Drops/Borderline Freezes
CTD after latest patch
Problem With the new update
"Your rendering device has been lost"
Overwatch Crashes on StartUp
Overwatch won't launch with Razer Synapse Running
Game Launches and then Immediately Closes
Random DC's in Overwatch
Overwatch disconnects before, during, or plays
Screen going black everytime I try to launch
Razer Synapse allowed?
app crash to desktop
Problem launching overwatch
Low FPS on GTX 1070
Overwatch instantly crashes upon launching
Black screen after starting Overwatch
Launch Overwatch
Glitch where screen turns black?
Why can't you keep your game from crashing?
Random freezes, need help
Game Constantly Crashes in QP, Arcade, Training room, etc
*crash* Rendering device has run out of memory, please close some windows or restart your computer and try again?
Camera jumps half a screen to the top left every few seconds
Tracking issues
Instant crash when launching game
Game closes randomly, leaves no error message
WTB Chroma SDK fix
Overwatch crashing
Overwatch Crashing every day
Connection issues
Overwatch Crashing while in queue
Whenever windows updates my overwatch goes pitch black
Overwatch closes immediatly after launching
Game unplayable due to insane FPS drops and lag
Brand new PC build, constant crashing
Black Screen at load up
Black Screen at load up
Rendering Application Lost. Please Help
Big/long fps drop
Keep blue screening and getting errors
Can't launch the game...please help
Computer hard crashing after playing for a few minutes
OW Keeps crashing laptop
Random black screen mid game
Keyboard Randomly Stops
Game crashing as soon as it starts
Overwatch Crashing Immediately After Starting
Overwatch not launching correctly
Unable to launch ow
Overwatch Not Launching
Overwatch not launching
Game wont start
My game launches then black screens and crashes
Overwatch opens but then immediately closes
Game still crashing at launch in 2019
Stuttering/Choppy gameplay
Ow crash black screen pc restart
Overwatch Blackscreen then Crash
Blackscreen While Launching Overwatch )DxDiag + MSInfo Included
Game Crashing on a regular base
Getting very regular crashes, could use some advice
Press play, Game launches, goes black, crashes
Battle.net app/launcher goes straight to error
Getting very regular crashes, could use some advice
Bsod dpc_watchdog_violation
#17

Performance - Low FPS on Laptop after Windows 10 Spring Creators Update

We’ve seen an influx of situations where laptops are using the incorrect graphics card in Overwatch after this most recent Windows update. Follow the steps below to resolve it.

First, you need to set your Power Management settings to the high performance setting. If you don’t have a performance/quality setting already, you can use the left hand side of the power plan window to create one.

Now that this is done:

  1. Right click your desktop and go to Nvidia Control Panel
  2. Select Manage 3d Settings from the left menu
  3. Click the Program Settings tab
  4. Select the Overwatch Application in the list. If it isn’t there, Add it using the option next to the drop down
  5. In the options below, find CUDA - GPUs
  6. Set this to your Nvidia card, then click Apply
  7. Select Configure Surround, PhysX from the left menu
  8. Toggle the PhysX settings dropdown to use your Nvidia card.

Finally, reset the game settings to force it to pick up the changes.

Only do this if the game is being run on a secondary monitor:

  1. Launch the game and go to the video settings
  2. Toggle Target Display setting to use your laptop monitor.
  3. Toggle the windowed/fullscreen setting to Windowed
  4. Restart the game
  5. Move the game to your normal monitor.

FPS Dropping After Recent Updates
Frame rate loss / lag after new LFG/Sym patch
Help huge GPU issue
Ow using wrong graphic card
Unable to launch game since latest Battle Net update
Trying to use a graphics card the doesn't exist
Overwatch will not access discrete GPU
Micro stuttering/freezing
FPS all over the place
No Compatible Graphics Hardware was found (0xE0070160)
Plz help! fps drops since ashe patch
Can't Run Overwatch because it gets extremely laggy
Constantly low FPS and high CPU utilization for unknown reason
GPU Usage, Render Scale, Urgent Graphics Problems
Gaming Laptop Randomly doesn't use GPU
So, when is this performance patch?
Black Screen at load up
Overwatch not running well on ROG Gaming Laptop
Game frozing randomly and I am geting always banned
FPS/Computer problem (pls help)
Game doesnt come up to my screen
Windows Color Scheme Pop-up
Help. Dual monitor setup- when I tab to other monitor main screen becomes fuzzy then game crashes
CrashMailer64 after Much Troubleshooting
Unplayable FPS on GTX 1060 Laptop
Launch-->Black Screen--Back to Launch. Help!
Launch-->Black Screen--Back to Launch. Help!
What happened to my game
Help huge GPU issue
Your Rendering Device Has been lost
No compatible graphics hardware was found. (0xE0070160)
#18

Crash - 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.


Inconsistent FPS
Game Will Not Launch
Multiple Crashes - Different Scenarios
Frame rate drop makes game unplayable
Overwatch refund request
Really Getting Tired of "Rendering Device Lost"
OW crashing on startup from battlenet app
Game crashing with a black screen on start up
Disappearing characters
Amd problems and crashes since 18.2.2
Random game shutdown
Crashing in everygame
Blizz, I will buy ten loot boxes if you fix my issue
Still Crashing, Unknown Reason
Screen does not display anything but flickering
Semi-Frequent Crashes
Overwatch Crash
Lower fps compared to earlier play dates
My Overwatch keep stuttering I am in dire need of help
Chipset Drivers Detected to be Older then Recommended
Lag spike, Input jitter, I HAVE NO IDEA WHAT THIS IS!
Overwatch works fine in the practice range and custom games but not in quick play or comp
"Animation problems?"
Crashes, Freezes and Blue screens OH MY
Graphics card is up to date
Random DC's in Overwatch
[Reposted from EU Forum] Consistent Freezing Upon Death during and after Killcam (With Video)
Rendering Device lost/ran out of memory
FPS Drop since busan
0xC0000005 The thread tried to read from or write to a virtual address for which it does not have the appropriate access
Massive lag after 5-10 minutes of playing
Dropping half a second when fights start/in the middle of them
Something is bottlenecking my computer!
Constant low frame rate
Delayed or flat out ignored inputs
Unplayable lag :( need help