Card Catalog Freeze and Crash game!

Game Support English Support
1

After the merge, i can’t access the Card Catalog screen. As soon as i click on the Card Catalog shortcut from Roster, Alt + C or from Main Menu (ESC->Card Catalog), its freezes the screen for 1 minute and then game return to Desktop. Already verified all the files integrity and tried it using my main and alt character :(. Also created new character and tries to open the card screen, no use. Freeze and then crashes to Desktop… Seem like i am the only one with this issue… how to escalate with Developers?

Another Finding: Before clicking on Card Catalog, game is using 5GB memory, as soon as i tries to access Card Catalog Screen, the game memory fly to 12 GB with 5 seconds! Something definitely alarming here…

2

Hello and welcome back to the forums!

I’m sorry this is happening. This post might be better in our Game Support section, so I will move your thread over.

3

Thanks for moving it to the right category.

Please let me know what else you need to resolve this issue. Btw, i have brought lots of Slot for Cards and i was reading somewhere on the forum that, they are refunding the crystals for the brought slots, maybe that logic causing the issue in my account… i am really surprised i am the only one getting this issue so happy to share any information you may required.

Thanks.

4

Here are the screen shots of Task manager of memory usage.

Before accessing the Card Catalog. Everything is looking fine.

Before
Before1920×1080 220 KB

When i tries to access the Card Catalog screen, its freezes, check the memory usage.

After
After1920×1080 226 KB

thanks,

5

Hello @EpicFaisal and thank you for moving this over @o-o,

I am sorry to hear you seem to be having a huge increase in memory consumption when checking your card catalog…

Please try the following steps in order to troubleshoot this:

  1. Ensure your video drivers are up to date.
  2. Set Windows power settings to High Performance.
  • Press Windows + R, type “powercfg.cpl” into the Run window, and then press Enter.
  • Select the radio button next to the High performance power plan. You may need to click Show additional plans first.
  1. Adjust your in-game video settings. (sometimes just changing them back and forth will reset the issue)
  2. Clean boot Windows by following these instructions:
    How to perform a clean boot in Windows (to reduce startup applications/Check for Malware).
  3. Reset your video driver software to the default settings.
  4. Check for evidence of overheating.
  5. Please verify the integrity of game with the Steam integrity check
    How To run a Steam Integrity Check

If the issue persists after this, the scenario will require our tech team to look into your logs and follow up directly with other possibly sensitive account information that is best not posted on the forums so it would be best if you could please create a web ticket by going to Contact Us | Amazon Games.

I hope this helps and if not, do not hesitate reaching out to live support.

See you in Arkesia! :wolf:

6

Thanks Fenrirskoll for the response. I have tried all your suggestion (except clean boot Windows) and the problem still the same. I have

  1. Updated Nvidia driver version (517.xx)
  2. Set the Performance to high
  3. Adjust all the setting to LOW
  4. Not done that.
  5. already running it on default.
  6. no overheating.
  7. Already done as a first step before creating this ticket.

I have also created a web ticket to Amazon and they said they will respond in a week time.

As i mentioned earlier, the game was running absolutely fine before merge and i am facing this issue ONLY IN Card Catalog. the rest of the game is running smoothly.

all my characters have NO card set on it as part of merge and i just want to access card screen to assign cards to my character.

thanks,

7

Hello @EpicFaisal,

I am sorry to hear the troubleshooting did not clear it but am glad to see you have an ongoing support contact open. Do not hesitate remaining in touch with support via Email for any additional information they may find.

Good luck! :wolf: