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Graphics issues? Graphics card's self-diagnostic!

This is a (want to be simple) walkthrough to help you troubleshooting your graphics card issues.

It works as a simple questionnaire where each response leads to another part of the troubleshooting which in turn does the same thing until one of two possible outcomes are reached:

  • Your issue has been resolved, enjoy the game!
  • Your issue was not resolved, meaning your issue might be more complicated and needs our intervention. - This may take time but if you feel you have waited too long, do not hesitate to contact me via PM with a small description of your issue in the title and a link towards your thread.

Please go to the next post to start this questionnaire (or go to point #1).

1. You first need to know what type of computer you have:

  • a).Is it a laptop? (if yes go to point #2)
  • b).Is it a desktop? (if yes go to point #10)

2. If your computer is a laptop:

  • a).Scroll down to "Display Devices" in your txt.
  • b).Is the graphics card that you expect/want the game to use listed in this section?
  • c).It should be the first and only device in this “Display Devices” section.
  • d).If it is please go to point #3.
  • e).If another graphics card is listed here, that you do not want the game to use, (for example an on-board GPU, in a system that should also contain a separate, more powerful, discrete GPU) then please go to point #8. 

3. If you have the right displayed device:

  • a).In the “Display Devices” section of txt, where your graphics card is listed, scroll down to “Driver Date/Size”.
  • b).A graphics card driver is the software on your pc that ensures that your graphics card works correctly with modern games.
  • c).Is the driver date listed what you expect?
  • d).If the graphics card driver is more than a few months old please go to point #4.
  • e).If your graphics card driver has a date within the last few months please go directly to point #6.

4. If the graphics card driver is more than a few months old:

5. If you need to update your graphics drivers:

  • a).Please update your graphics card drivers.
  • b).Once you have updated your drivers, please restart your computer and run dxdiag 
  • c).Ensure that your graphics card drivers are now up to date.
  • d).If they are not, please read our FAQ on how to update your graphic drivers
  • e).If your graphics card drivers are now up to date, please run Rome 2.
  • f).If the game is still not running as you expect please go to point #6. 
  • g).If the game is now running as you expect, please go to point #19.

6. It is possible that your directx runtime software is out of date. Rome 2 uses directx to display 2D and 3D graphics to your screen. 

  • a).Please go to the following Microsoft webpage and download and install “DirectX End-User Runtimes (February 2010)”: http://www.microsoft.com/en-gb/download/details.aspx?id=9033
  • b).You may need to reboot your machine once this software has installed.
  • c).Now please go to the following Microsoft webpage and download and install “DirectX End-User Runtimes (June 2010)”: http://www.microsoft.com/en-gb/download/details.aspx?id=8109
  • d).You may need to reboot your machine once this software has installed.
  • e).Now run Rome 2.
  • f).If the game is running as you would expect, please go to point #19.
  • g).If the game is not running as you would expect, please go to point #7. 

7. We are sorry that your game is not running as you would expect. 

  • a).Please post a message on the Graphics Forum with a full description of your graphics problem(s) and a full description of the steps that you took to diagnose and fix your graphics problem(s).
  • b).Please also include a full complete copy of your latest txt.
  • c).You may need to use multiple forum posts to add the complete text from your txt.
  • d).We will try to help you as soon as we can. In the meantime, other forum users may be able to offer advice that may assist you.

8. Wrong Graphics card shown in the Display Devices:

  • a).Please scroll down until you find the “System Devices” section in your DxDiag.
  • b).Is your graphics card listed in this section?
  • c).If it is, please go to point #9. 
  • d).If it is not, please go to point #17. 

9. It seems that you have a switchable graphics laptop computer:

  • a).This is a laptop that has both an on-board GPU and a separate, potentially more powerful, discrete GPU.
  • b).In order for Rome 2 to use your second discrete GPU, Rome 2 needs to be added to your discrete graphics card driver’s list of applications.
  • c).Please follow the detailed instructions given here to do this:

(1). If you have an AMD graphics card, please follow instructions here: https://support.sega.co.uk/hc/en-us/articles/202556102-Setting-a-preferred-Graphics-processor-for-Rome-II-with-AMD

(2). If you have an Nvidia graphics card, please follow instructions here: https://support.sega.co.uk/hc/en-us/articles/202628871-Setting-a-preferred-Graphics-processor-for-Rome-II-with-Nvidia

  • d).Also please connect your AC power cable to your laptop.
  • e).Some laptop computers will not run with the second more powerful discrete graphics card unless connected to the mains AC.
  • f).Now run Rome 2.
  • g).Check that the game is running with your second discrete graphics card (GPU).
  • h).If it is, go to point #19.
  • i).If it is not, go to point #4. 

10. You have a Desktop Computer:

  • a).If you have a desktop computer with only one monitor, go to point #11. 
  • b).If you have a computer with multiple monitors, please go to point #18. 

11. You have a Desktop computer with only one monitor:

  • a).Open your txt and scroll down to “Display Devices”.
  • b).If you see one display device please go to point #12. 
  • c).If you see more than one display device listed, then this means that you are probably using GPU virtualisation software: 

(1). If you fully intend to use GPU virtualization software and you know what you are doing then please go to point #16. 
(2). If you don’t know what GPU virtualization software is, or don’t know how to use this software, then it is likely that your monitor is directly connected to your motherboard’s video out rather than your graphics card’s video out. Please go to point #15. 

12. Is the graphics card device that you see listed what you expect? Is it the graphics card that you want the game to use?

  • a).If it is, please go to point #6. 
  • b).If the graphics card listed is not what you expect or want the game to use please go to point #13. 

13. It seems you don't have the right graphics card registered in the "Display Devices" part of yourDxDiag.txt:

  • a).In your txt, scroll down to the “System Devices” section.
  • b).Scroll through this section to see if you can find the graphics card that was missing from the “Display Devices” section.
  • c).If you find it here please go to point #14.
  • d).If you cannot find your missing graphics card in this section please go to point #17.

14. You have managed to find your missing graphics card.

  • a).The reason that it is in “System Devices” is because it is currently not in use.
  • b).The most obvious reason for this is that your monitor is not directly connected to your graphics card, but is instead connected to your motherboard’s video out, or another graphics card’s video out.
  • c).If this is the case, and is simply an accident, then please go to point #15. 
  • d).If this is not an accident, then you must be using GPU virtualization software to route your discrete GPU through your motherboard.
  • e).If you are not absolutely sure about this go to point #15.
  • f).If you are sure that you are using GPU virtualization software and you are sure that you know what you are doing then please go to point #16.

15. Your monitor should be connected to the wrong plug:

  • a).Please close down all open applications, save any work that you need to, and then shutdown your pc.
  • b).Please now connect your monitor to the actual graphics card that you wish to use with Rome 2.
  • c).Now turn your pc back on.
  • d).When windows boots up you may need to adjust the desktop screen resolution.
  • e).Please google instructions for this if you are unsure how to do this.
  • f).Please run dxdiag again and save out a new txt.
  • g).Now run Rome 2.
  • h).If the game is running as you would expect, please go to point #19.
  • i).If the game is still not running as you would expect, leave us your new txt in place of your old dxdiag.txt and please go back to point #1 and follow the instructions.

16. If using the GPU virtualization software:

  • a).Please open up your GPU virtualization software.
  • b).If you have already added Rome.exe to your GPU virtualization software then please go to point #4.
  • c).If you need to add Rome.exe to your virtualization software then please add it.
  • d).exe should be in your Steam installation directory.
  • e).If you can’t find it please query on the forums.
  • f).After adding Rome2.exe to your GPU virtualization software, please run Rome II.
  • g).If the game is now running as you would expect, please go to point #19.
  • h).If the game is not running as you would expect, please go to point #4. 

17. It seems that windows cannot find your graphics on the system.

  • a).Either it is not installed correctly or it has developed a fault.
  • b).Please ensure that it is properly installed and working correctly.
  • c).If you are unsure please ask on the forums.
  • d).Once you have your graphics card correctly installed and working correctly, it will be shown in DxDiag.txt.
  • e).If after this you still are experiencing graphics issues you may need to run dxdiag again to get a new txt file and then start again at the beginning of this questionnaire to point #1.

18. You have a desktop computer connected to multiple monitors.

  • a).Please carefully determine which graphics cards connect to which monitors.
  • b).Run Rome 2, open the graphics options and put the game into windowed mode.
  • c).Move the window onto the monitor that is connected to the graphics card that you wish to use.
  • d).Ensure that the upper left of the Rome 2 window is on the correct monitor.
  • e).Now close the Rome 2 game – Exit to desktop.
  • f).Now reload Rome 2.
  • g).Keep the game window on the monitor that is connected to the graphics card that you wish the game to use.
  • h).You can put the game into full screen if you wish.
  • i).If you keep the window on the correct monitor the game should go full screen on the correct graphics card and you should be able to play the game correctly and go to point #19. 
  • j).If you cannot please go to point #7.

19. Congratulations. Your game is running fine.

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