Hi Mozz78,

I'm truly sorry to hear you're affected by this issue. Unfortunately you're not the only user affected by this issue. The common factor seems to be 10th Gen Intel Laptop CPUs which feature Intel Iris graphics. We've had several reports now from other users which have these CPUs, typically on Microsoft Surface laptops, which suffer the same issue. This is an extremely recent release and we currently have none of these devices ourselves.

At this moment there is no outlook on when we might be able to resolve this issue as it appears to be some deep rooted incompatibility between the Intel Drivers and either the Unity Engine or the third party UI middleware we are using in WFTO. We have currently discovered no workarounds. 

However I have some ideas that I'd like to try with you if that's ok? But first I'd like to get some general troubleshooting data from you. Can I ask you to try the following:

1. Include your Dxdiag output and Launcher.log.  See How to: Submit a Bug Ticket

2. Check event viewer for an Application Error for wftogame.exe when you launch it. Save out a copy of this and upload it to us as follows: 

• 
  Open event viewer and select the event
• In the right hand menu click "Save Selected Events"
• Set a name and ensure the filetype is set to .evtx click ok
• Toggle "Display information for these languages" and "Show all available languages"
• Select English (United Kingdom) from the list

3. Try launching WFTO.exe and WFTOGame.exe seperately in compatibility mode for Windows 7, with administrative privileges
4. Try disabling any Antivirus programs you have running.
5. Try updating the Intel Drivers from Intel's website https://www.intel.co.uk/content/www/uk/en/support/products/80939/graphics-drivers.html

6. Try reinstalling all of WFTO's dependencies:
https://dotnet.microsoft.com/download/dotnet-framework/net452
https://www.microsoft.com/en-gb/download/details.aspx?id=8109
https://www.microsoft.com/en-US/Download/confirmation.aspx?id=14632
https://www.microsoft.com/en-gb/download/details.aspx?id=30679
https://www.microsoft.com/en-gb/download/details.aspx?id=40784
https://www.microsoft.com/en-gb/download/details.aspx?id=48145
7. Update your ticket with a new set of logs so we can see if anything changed
8. Try forcing D3D9 Mode as described here. http://brightrockgames.userecho.com/topics/1096-missing-invisible-or-laggy-ui/

If all the above fails then I'd like to try a few new ideas I've had but not been able to test yet with any affected user:

1. Check your Device Manager program for display adaptors. You should have two adaptors listed, the Intel Iris graphics and Nvidia GTX 1650
2. If this is the case try right clicking on the Intel Iris adaptor and disabling it. Then try launching the game.
3. If there is only the Nvidia graphics or only the Intel Iris graphics send us a screenshot and do not disable your adaptor.

If this doesn't seem to make a difference the only thing I can think of beyond that is poking around in BIOS settings to see if we can disable Intel Iris. 

I'm super interested to know if the above works though as this might be a workaround for players with your setup (a dedicated GPU and the Intel Iris GPU). If not then I know for sure it doesn't work and that helps scope how many users are affected.

Ultimately if nothing works then I would advise seeking a refund for the game if you can. As there's no outlook for a fix in the near future unless an Intel Driver update corrects the issue.

Sorry once more and thanks for your patience,

Lee

Thanks! Yeah these are definitely logs we'll need code to cast their eyes over.

Do you think you'd be able to drop off the map files for the map in question? Might give us a clue where to look. You'll find them in your main steam folder under userdata i.e:

C:\Program Files (x86)\Steam\userdata\<Your user id>\230190\remote

You'll need two files. One which is type "File" and one which is type "Meta"

Make sure they have _edit_ in the title as these are the editor files.

Thanks for the report Ontos. Seems like an odd issue. Does the crash occur each time you try this or was it just a random occurance?

I'll mark this as for our code team to review in the future.

Hi Darelius,

Apologies for the delayed response. We've been incredibly busy lately and I've struggled to find time to get around to these tickets.

I think I've seen this once before though I can't remember what the result was and for the life of me I can't find where it was brought up. Given your description of the issue and when the rollback occurs I'd suspect that for whatever reason steam cloud is rolling back your wfto_progress file to whatever is stored on the cloud.

Some initial thoughts:

1. Can you check you've got the achievements for completing the My Pet Dungeon levels both in-game and on steam.
2. Can you verify that the WFTO_Progress file exists in <Steam Installation Folder>/Userdata/<Your User ID>/230190/Remote
3. Verify the time and date on your machine is correct when you start/restart your PC

Then we can run a test:

1. Complete a level of MPD. Verify the level is completed and the next level is accessible. Do not quit WFTO.
2. Copy the WFTO_Progress file mentioned above to a backup folder elsewhere on your PC
3. Restart the game. If your progress is now missing it's likely due to cloud sync.
4. Exit the game and in the properties for WFTO on steam, under updates disable Steam Cloud synchronization
5. Copy the backup WFTO_Progress file to your remote folder.
6. Launch the game. If your progress is back this confirms our suspicion.
7. Try completing the second level and then closing, relaunching the game while steam cloud sync is disabled.

After that if your progress remains then it's definitely the Steam cloud sync but the reasons for that would be unclear. Steam cloud should automatically sync the file when it's updated but it doesn't. You could simply try playing without Steam cloud to workaround the issue.

Good luck,

Lee

Hi Jirik,

Thanks for the report. As noted prior we've exhausted our troubleshooting options now and beyond actually using remoting onto your PC and seeing if there's any further options we can configure there's not much more we can do at the time. We'll be continuing to monitor the situation and seeing if we can determine the root cause for this issue. But at the moment we believe it's caused by an unsolvable incompatibility between the Intel Drivers for Iris Graphics and the Unity Engine version or some third-party middleware that WFTO uses.

Thank you for including the output_log. I'm unsure as to what the Report.wer file is. Is this the output from Windows Event Viewer? If so can you save it out from Event Viewer as a .evtx file with display information for English (United Kingdom) selected.

Here's how you'd do that:

1. Open event viewer and select the event
2. In the right hand menu click "Save Selected Events"
3. Set a name and ensure the filetype is set to .evtx click ok
4. Toggle "Display information for these languages" and "Show all available languages"
5. Select English (United Kingdom) from the list

Thanks!

Can you also include a DXDiag report as detailed here:How To: Generate a DXDiag Report.

Once you've provided the reports I'll be closing this ticket and continuing with the ticket on the public forum. I plan to merge all related tickets together so we can track affected users and systems together.

Thanks,

Lee

Good to hear! Somehow I missed updating this to complete. So I'm updating it now!

I'll also be updating our knowledgebase soon to include more complete instructions for OS X users.

Hi Heinrichdt,

Sorry to hear you're having issues with the game. I've not heard of a similar experience from other users, typically if the game was to crash it'd be killed completely and not continue running in the background.

Have a read of Crash! and see if any of the steps there helps as a first point of call. Then if nothing works please expand your report with your dxdiag report, and the output_log from the game. How to: Submit a Bug Ticket

Hopefully we can figure something out from those, but the issue you're reporting sounds truly bizzare.

Cheers,

Lee