Crashes? Performance Issues? Known Issues Here!

Technical Support
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!
Crash - I click Play, but Nothing Happens!

Crashes can be caused by several conflicting softwares, but most often Malware and Viruses. The below points should help resolve these issues:

  • Malware - Try running a scan for malicious programs using Malwarebytes, or other options in our Running a Virus Scan article.
  • Antivirus - Make sure your antivirus programs are up to date (see your specific antivirus program's support site for instructions). You can also test to see if your Antivirus Program is causing an issue by temporarily disabling the software. If the game launches when antivirus is disabled, please contact your provider's service team for assistance.
  • Background Programs/Overlays - Some background processes like Curse Voice, Discord, Overwolf, etc. may prevent the game from launching. Try disabling these applications. If the issue persists, a full Selective Startup should resolve this issue as well.
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.
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.
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!
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.
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.
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.
Crash - Mei's Left Click Causes a Crash In-Game and in Kill Cams

The particle effect emitted can cause issues on certain graphics cards if they are not using the most up-to-date drivers. Try updating your drivers the the latest version.
Crashes - D3DGear Causes Overwatch to Crash

We have confirmed that D3DGear can cause crashes to occur. Disabling or uninstalling the application resolves the crash. We hope to provide a more permanent solution in a future update.
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"

6) Add this line after that, at the end:
PreferXAudio2 = "0"
7) Save the file.
8) 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.
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.

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:
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)
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.)

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