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READ ME: First Troubleshooting Steps

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Hi Players,

 

The steps below list the most common fixes with known errors, bugs, and general weirdness.  Before trying any of these please check for any announcements regarding ongoing issues on the PUBG Support Twitter and take a look at the Known Issues List

 

 


 

1.    Try turning it off and back on again 
Restarting your computer, or “power cycling” as it is known in tech support, can solve a whole range of issues, you should always try this first.

 

  1. Press the Windows Icon
  2. Click on the power icon
  3. Select Restart

 


 

2.    Remove all launch options
When we were in early access, players recommended all types of Steam launch commands to improve performance. We recommend removing all of these to ensure they are not the cause of any issues.

 

  1. Go to your Steam library
  2. Right Click on PLAYERUNKNOWN'S BATTLEGROUNDS and select Properties
  3. Click on the Set Launch Options
  4. Remove all text from the input box and press OK

 


 

3.    Verify the integrity of the game files
Files can become corrupt, accidentally deleted, or just magically disappear, this will check the files and replace them if necessary.

 

  1. Go to your Steam library
  2. Right Click on PLAYERUNKNOWN'S BATTLEGROUNDS and select Properties
  3. Click on the Local Files tab and then Verify Integrity of Game Files

 


 

4.     Manually remove configuration settings
Sometimes things can go a bit wrong with the user settings - removing them completely is the easiest way to remedy some of these problems.
REMOVING THIS FILES WILL REMOVE ALL CUSTOM KEYBINDS, GRAPHICAL SETTINGS, AND SENSITIVITY SETTINGS.

 

  1. Press Windows Key+R
  2. Type in %localappdata% and then press Enter or OK
  3. Navigate to TslGame\Saved\Config\
  4. Delete the folder WindowsNoEditor
  5. Follow the instructions in step 3 to replace the files

 



5.    Update Windows
Windows updates includes a whole host of backend services which PUBG requires to be in place for it to run correctly.  Keeping your Windows up to date also keep you protected from any security issues found in previous version, so in general it’s just a good idea.

 

  1. Press Windows Key+R
  2. Type in ms-settings:windowsupdate for Windows 10 users or wuapp.exe for older Windows installs and press Enter or OK
  3. Click on Check for updates
  4. Allow updates to complete and restart your computer

 



6.    Update your graphics card drivers
When graphics drivers become corrupt or outdated they can cause all types of issues - make sure your drivers are on the latest version.

 

NVIDIA: If installed GeForce Experience can be used to check and update the drivers automatically or you can visit http://www.geforce.com/drivers to do it manually.


AMD: Go to the AMD website and autodetect or manually select your driver. https://support.amd.com/en-us/download

 

It is also worth noting that sometimes a complete uninstall and clean reinstall of your drivers can be beneficial to eliminating the drivers as being the cause of an issue.  For this I recommend using Display Driver Uninstaller, head to their website for instructions and the application

 



7.    Run Steam as Admin
When updating to Windows 10, or reinstalling Windows with multiple disc drives on a system, permission issues can occur where Steam cannot write files to the system it is installed on. A common fix for this to run Steam with Admin privileges. To test if this is causing the issue you’re experiencing please follow these instructions.

 

  1. Go to your Steam installation folder, usually C:\Program Files (x86)\Steam
  2. Right-Click on Steam.exe and select Run as Administrator

 



8.    Launch the game from Steam
If you installed the game from the Steam platform please make sure you are launching it directly from Steam and not from any shortcuts or directly from the game application.  For some users this has resolved their issues immediately. 
 


 

9.    Check that BattlEye is running correctly
BattlEye needs to be running in the background for the game to launch and function correctly.

 

Check that the BattlEye service is on your system

 

  1. Press Windows Key+R
  2. Type in services.msc and then press Enter or OK
  3. Look through the list for BattlEye Service
    1. This should be set Manual under Startup Type. If it isn’t please do the following
      1. Right-Click on it and select Properties
      2. Click on the drop-down box next to Startup Type and select Manual and press OK to apply and close the dialogue box.
  4. If this is missing please navigate to C:\Program Files (x86)\Common Files\BattlEye
  5. Delete BEService_pubg.exe and BEService.exe
  6. Start PUBG and check for BattlEye Service by following steps 1-3

 


 

10.    Add exception rules to your anti-virus and firewalls
Some anti-virus and firewalls can be over protective and see PUBG, associated executables, and files as potentially harmful, blocking them from running correctly or at all.

 

As the range of anti-virus and firewall applications is so large we are unable to give instructions for your specific software. Please use Google to find out how to add exceptions for the following files

 

TslGame.exe
TslGame_BE.exe

 

If PUBG installed in the same directory as Steam then these files can be found, here: C:\Program Files (x86)\Steam\steamapps\common\PUBG\TslGame\Binaries\Win64

 



11.    Connect directly to your router/modem
Connection timeouts, network lag input detection, and disconnected from host issues can be caused by a poor connection to your router.

 

We have found that despite positive ping and speed tests that the overall connection quality over an extended period of time can be less than impressive with some player’s WiFi connections. It is worth directly connecting to your router/modem with an ethernet cable to ensure the best connection possible.

 


 

12.    Enable Port Forwarding for PUBG
Routers will sometimes block incoming traffic which is required for programs and games to work correctly.

 

Aside from disabling the firewall on your router completely, which is not recommended, you can add exceptions for the specific ports which the game uses.  This allows the game to send and receive data without interruption from your router.

 

portforward.com is a resource I have used for many years and has a page specifically for PUBG and guides for a wide range or routers. 

 


 

13.    Attempt tethering to a mobile device
Although not recommended for playing the game, tethering to a mobile device and using the mobile data connection can determine if a game loading issue is being caused by your router or ISP.

 

Due to the large number of ways this can be done please search Google for the best method of tethering/creating a mobile hotspot.

 


 

14.    Uninstall/reinstall PUBG 
Sometimes issues occur where files are corrupted, permissions aren’t set correctly, or certain aspects of the game aren’t installed correctly.  To fix this we need to completely uninstall PUBG and associated files. 

 

  1. Uninstall PUBG
    1. Go to your Steam library
    2. Right Click on PLAYERUNKNOWN'S BATTLEGROUNDS and select Uninstall
    3. A windows will pop up asking for confirmation, click on Delete
  2. Remove associated files
    1. Press Windows Key+R
    2. Type in %localappdata% and then press Enter or OK
    3. Delete the folder TslGame
    4. Navigate to Program Files (x86)\Common Files\BattlEye and delete the file BEService_pubg.exe
    5. Navigate to Program Files (x86)\Steam\steamapps\common and delete the folder PUBG
    6. In Steam go to Settings>Downloads and click on CLEAR DOWNLOAD CACHE
    7. Restart Steam
  3. Reinstall PUBG

 


 

 

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Template for troubleshooting posts

Please use the template below for making new posts and sharing information regarding your issues. It will speed up the process and give us the relevant information we need to get started. 

 

Date Seen:
(approximately at what date this this start)

Server: 
(Live server or test server)

System Specifications:
(You must supply all of this information)
Operating System: 
Graphics Card: (include the amount of VRAM)
CPU: (Full name, not just i5, i7)
RAM:

Full explanation of issue:
(Be as specific with this information as you can. Not being specific or exact with your information can prolong the troubleshooting)
Error message details:
(if you receive an error message please let us know what it says) 
Troubleshooting attempted:
(What have you done so far)
Other Information:
(Any relevant information that you think would be helpful)

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