Re: [Old Report] Mass Effect Andromeda wont open after new patch

@Maedhros09

You did answered your own question. 🙂

You can't install 2015 if 2017 is already installed.

• Make sure Origin and any other unnecessary background program is closed.
• Uninstall VC++ 2017 from the Windows control panel.
• Reboot.
• install VC++ 2015 (x86 & x64) > reboot > install VC++ 2017 (x86 & x64) > reboot > Repair the game inside Origin > test.

If that don't helps:

Please create a DxDiag in text file format and post it with your next reply.

If you use Windows 7 also go to your Reliability monitor > Press the Windows key and "R" at the same time and copy and paste or type "perfmon /rel exe" (without the quotes) in the new Window > hit “ENTER” and look if it has entries for the game exe.

If yes double click at the last entry for the game executable, copy the info to the clipboard, and save it to a text file.

You can attach the DxDiag text file you created (and the “Reliability monitor” text file as well) to your post in the “Reply” window with the “Choose File” button. 

Hey Holger! Thanks for the reply!!!

I followed your instructions, exactly, and it still didn't work. I was able to successfully install the 2015 redistributables and reboot, but as soon as I installed the 2017 versions and rebooted, the 2015 versions disappeared from my All Programs list in the control panel again. I did make sure that I did full system reboots in between every uninstall and every reinstall of the packages.

What it looks like is happening now, is that the specific version of 2017 I'm installing is auto-removing the 2015 versions during its installation process, which definitely shouldn't be happening. I'm wondering if there is a very specific version of 2015 and 2017 that can only run together side-by-side??? Here are my versions listed below (latest versions I could find online) and the DxDiag file you requested is attached. I also posted a systeminfo render just in case that might give you some helpful info as well. I am on Windows 10 Home Premium x64, fully updated.

Microsoft Visual C++ 2015 Redistributable Packages (x86 and x64) Versions: 14.0.24123
Microsoft Visual C++ 2017 Redistributable Packages (x86 and x64) Versions: 14.16.27012

I haven't been able to test the game yet, because the Repair in the last step is just hanging at the final "preparing" stage and not doing anything. This is actually the very first time that this has happened during my long string of troubleshooting. All previous repairs have finished without a hitch so I'm not sure why this is just hanging or if I should disturb it or not???

Hey @holger1405! Thanks for the reply!!!

I followed your steps exactly as instructed, and I was careful to make sure I rebooted my system after every uninstall and every reinstall of the C++ packages, and I don't think it worked. I got to the last step of running a Repair on the game from Origin, and now it is just stuck on the last stage of "preparing", and has been for over fifteen minutes... Not sure if I should cancel at all, or just wait and see if it completes??? Also, as soon as I finished installing the 2017 versions again, the 2015 versions disappeared from my All Programs list in the control panel again.

What it looks like is happening now, is that for some reason the 2017 versions I am installing are auto-removing the 2015 packages during the installation process without prompting or anything. Is there a very specific version of 2015 and 2017 that I have to use in order for them to run side-by-side? Below I've listed out the full names and versions of the 2015 and 2017 packages I installed, and I've attached a DxDiag.txt and a systeminfo.txt for you to look at.

Microsoft Visual C++ 2015 Redistributable (x86 and x64) version: 14.0.124123
Microsoft Visual C++ 2017 Redistributable (x86 and x64) version: 14.16.27012

Any other ideas?

Hey @holger1405! Thanks for the reply!!!

I followed your steps exactly as instructed, and I was careful to make sure I rebooted my system after every uninstall and every reinstall of the C++ packages, and I don't think it worked. I got to the last step of running a Repair on the game from Origin, and now it is just stuck on the last stage of "preparing", and has been for over fifteen minutes... Not sure if I should cancel at all, or just wait and see if it completes??? Also, as soon as I finished installing the 2017 versions again, the 2015 versions disappeared from my All Programs list in the control panel again.

What it looks like is happening now, is that for some reason the 2017 versions I am installing are auto-removing the 2015 packages during the installation process without prompting or anything. Is there a very specific version of 2015 and 2017 that I have to use in order for them to run side-by-side? Below I've listed out the full names and versions of the 2015 and 2017 packages I installed, and I've attached a DxDiag.txt for you to look at.

Microsoft Visual C++ 2015 Redistributable (x86 and x64) version: 14.0.124123
Microsoft Visual C++ 2017 Redistributable (x86 and x64) version: 14.16.27012

Any other ideas?

@Maedhros09

Did the repair finished?

And no, it is normal that 2015 is vanishing, it was just to get the right install order to make sure. The Game should have been working with 2017 as well.

No, it never finished, and I left it for hours. I ended up canceling it and trying to launch the game after a reboot, to no avail.

Though, somehow Origin is working without 2017 at the moment. I do not have 2017 installed anymore. Do I need it or can I leave it off until it needs to be installed again?

@Maedhros09

You wroth in the other thread that you deleted all data directories, that did included the files under "Documents\Bioware\Mass Effect Andromeda"?

I know you already did that, but please do it again in this order:

• Press the Windows key and "X" at the same time.
• Choose "PowerShell" (Adminisrator)" or "Command prompt (Administrator)" (Depends on the OS)
• Inside the "PowerShell" or "CMD" window, at the prompt, type or copy and paste "DISM.exe /Online /Cleanup-image /Restorehealth" (Without the quotes) > ENTER. 
• The validation process should start after a short while:
  
  
  After it reached 100%: (If you get a error message, please inform us)
• Press the Windows key and "X" at the same time.
• Choose "PowerShell" (Adminisrator)" or "Command prompt (Administrator)"
• Inside the "PowerShell" or "CMD" window, at the prompt, type or copy and paste "sfc /scannow" (Without the quotes) > ENTER. 
• Post the concluding message.

Then: (If there is no error reported, or if the errors could be repaired.)

Please clear your Windows temp files:

• Press the Windows key and "R" at the same time
• Into the new window, type or copy & paste:  "%temp%"   (Without the quotes.) > hit "ENTER"
• Now your Windows Explorer should have brought you to the "C:\Users\>your user name<\AppData\Local\Temp" folder. > Delete all files and folders in it.
  (If some files or folders can't be deleted, reboot and try again.)

And also clear your Origin cache again.
All settings in Origin (only in Origin not in the games) are back to default settings after this.)

• Close Origin completely.
  (right click on the Origin symbol in the task bar > close)
• Press the Windows key and "R" at the same time.
• Type or copy and paste "%ProgramData%/Origin" (without quotes) into the new window > hit ENTER
• Delete all the files and folders in the Origin folder, except for the "LocalContent" folder.
  (The "LocalContent" folder must remain untouched.)
• Press the Windows key and "R" at the same time.
• Type or copy and paste "%AppData%" (without quotes) into the new window > hit ENTER
• Now your Windows explorer should have brought you to your "C:\Users\>your user name<\AppData\Roaming" folder.
• Delete the "Origin"  folder inside the "Roaming" folder.
• In the address bar of your Windows explorer click on "AppData".
• Open the "Local" folder.
• Delete the "Origin"  folder inside the  "Local" folder.
• Restart your PC. > test

Now reinstall origin:

look at this guide. to preform a clean uninstall of Origin.

• Scroll down to "How to uninstall the Origin client the hard way"
• Follow the instructions to the letter. 
• reboot.
• Download this version of the "OriginSetup.exe"
• Run the installer as Administrator (Right click the "OriginSetup.exe" > Run as an Administrator) repair Andromeda again > Test.

@holger1405

Done, still no dice. Andromeda is still the only Origin game that refuses to launch. Did you find anything from my DxDiag.txt that I had sent you? Anything weird popup in there? I am still getting the same application errors. It seems as if Windows doesn't actually see the game there, according to what I can make sense of in the logs. A bunch of unknown this and that. I've already uninstalled and re-installed, but should I try it again after all the last steps I tried??? You think it would make a difference???

Oh, and the DISM and sfc operations came back clean, they didn't find any corruptions or errors. I also run those two commands as well as chkdsk /r c: on a weekly basis to make sure my Windows install stays healthy. Well as much as it can be anyway.

Log Name: Application

Source: Application Error

Event ID: 1000

Level: Error

User: N/A

OpCode: 

Logged: 12/02/2018 3:11:35 PM

Task Category: 100

Keywords: Classic

Computer: Kody-PC

Faulting application name: MassEffectAndromeda.exe, version: 1.0.0.0, time stamp: 0x596f82f1
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x0000000144baa2e0
Faulting process id: 0x2e48
Faulting application start time: 0x01d48a839ac7bcea
Faulting application path: E:\Program Files (x86)\Origin Games\Mass Effect Andromeda\MassEffectAndromeda.exe
Faulting module path: unknown
Report Id: 535c709e-45eb-47db-92d2-7352266b01a0
Faulting package full name:
Faulting package-relative application ID:

@Maedhros09

Please preform a clean boot and test the Game in clean boot mode. (Disable the real time scanner of your anti virus software as well, even if it is the Windows defender.)

If that don't helps, install the game to your D: drive.

• Make sure Origin is completely closed.
• Crate a "OriginGames2" folder in the root of your D: drive..
• Move the "Mass Effect Andromeda" folder from your E: drive to the "OriginGames2" folder.
• Start Origin > Set the "Game library location" to the "OriginGames2" > Install the game.
  (Your other game won't be affected, Origin should only download a few files.
• Test.

If that also don't works we need a crash dump for the game.

Do you know how to get one?

One thing I did see, was you have Razor products listed in your DxDiag.  Razor background program has an issue with frostbite games, and I think it was the online reporting part has to be disabled or the entire program removed/disabled to get MEA and DAI to run.  I know @holger1405 is doing a very good job here, but wanted to point this out just in case this was it.  Holger is better than me at the detailed nitty gritty stuff of in depth diagnostics. 

@holger1405 @mcsupersport

Hey guys sorry for the late response, it's been a crazy busy week and took a break from gaming to spend a little more time with the wifey.

Anyway, Holger, I tried what you suggested and it still didn't work but I'm not sure if it worked as it was supposed to. I successfully copied the Mass Effect Andromeda folder into the OriginGames2 folder I created in the root of the D drive, changed the origins games location to that new location, and then went to install the game but there wasn't an option to install it; just an option to play it, in which it still failed.

mcsupersport the clean boot I had tried for the third time, which included disabling all razor stuff. Should I try uninstalling the Razor Synapse program? Is that one known to cause issues? I have multiple frostbite games installed and they are not having any issues.

Holger, would you like me to get some dump files made? What program do you suggest for me to do that with?

@Maedhros09

If you copied the folder over, you need to rename the original folder.

• Make sure Origin is closed.
• Rename the "Mass Effect Andromeda" folder under the old location to "OLD_Mass Effect Andromeda"
• Start Origin > Now it should say install.
• Test.

If that don't works:

• Press the Windows key and "X" at the same time.
• Left click on "PowerShell (Administrator)" or "Command Prompt (Administrator)" 
• In the PowerShell or Command prompt window, at the prompt, copy and paste "reg add "HKLM\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps\devenv.exe" /v DumpType /d 2 /t REG_DWORD" (Without the quotes).
• Hit "ENTER" (The success of the action should be displayed)
• Start the game, if any error messages display, let them finish.
  
• Press the Windows key and "R" at the same time.
• Into the new windows, copy and paste: "%LOCALAPPDATA%\CrashDumps" (Without the quotes) > Hit "ENTER"
• Load the Mass Effect Anfromeda dump (*.dmp) up to a free file hosting website. ("Dropbox" or "OneDrive" for example) and post the link here.
  
  You can revert the automatic crash dump creation by running this command: "reg delete "HKLM\Software\Microsoft\Windows\Windows Error Reporting\LocalDumps" /f" (Without the quotes) in an elevated PowerShell or Command Prompt session.

@holger1405

I redid the hard drive location move again successfully but it didn't work, so I moved on to your crashdump suggestion. The file has been uploaded to Google Drive, here is the link.

Thanks so much for your help!

@Maedhros09

What the Dump shows is an access violation error. (FAILURE_BUCKET_ID:  SOFTWARE_NX_FAULT_c0000005_MassEffectAndromeda.exe!Unknown)

An "NX_FAULT" (NX = no execute) means that code in the memory that should not be executed is attempted to be execute.

Windows DEP (Data Execution Prevention) catches this unauthorized process and shuts the program down.

The "BUCKET_ID" says  "APPLICATION_FAULT_SOFTWARE_NX_FAULT_INVALID_POINTER_EXECUTE_BAD_IP_masseffectandromeda+4c200b1"

The problem is that I couldn't find a documentation of "APPLICATION_FAULT_SOFTWARE_NX_FAULT_INVALID_POINTER_EXECUTE_BAD_IP"

So, what I know is that "BAD_IP" refers to "Bad Instruction Pointer" and that's points to a stack or heap corruption. (stack, heap = part of the memory)

But the problem is that this doesn't really bring us any closer to the solution.

It is imho unlikely that this is a bug in Andromeda's programing, much more people would have this specific problem if this would be the case, but a problem with the game files could still be a problem, even it all the steps you preformed before makes it unlikely.

Please run the game repair again, it needs to finish so we can rule that out.

(What other Origin games do you play)

Furthermore, did you moved all directories under "Documents\Bioware\Mass Effect Andromeda" out of the Mass Effect Andromeda folder at some point? (If not please do)

If all this fails, create a new user account (Administrator) (Use only ascii table characters for the username) > Reboot > log on to the new account > Test.

@holger1405 Thanks for the insight! I successfully performed the repair again and no dice, so I created a new admin user account. My Users and Groups module in computer management isn't there in the snap-in, so I did it through command prompt using the following commands. I'm just not sure if it created the account ascii characters or not. The new user account didn't work, but, if doing it through cmd doesn't work, I need to find out how to get the snap-in added for Users and Groups on my PC. Anyway, here are the commands I did from elevated cmd:

net user "username" "password" /add (minus quotations, insert actual account info)

net localgroup Administrators username /add

shutdown.exe /r /t 01

Tested with new account, no dice.

Also, I went and verified that the data under /Documents/Bioware/Mass Effect Andromeda is gone entirely. Actually, I had already deleted the MEA root folder a long time ago and turned off cloud sync so the game would try to launch with fresh user settings. It is currently still empty as I have not turned cloud sync back on.

Other EA game I have installed and am able to successfully play through Origin are Battlefield V, Dragon Age Inquisition, Mass Effect 3 N7 Edition, and Titanfall 2. I know that DA:I and BFV use the same Frostbite engine, so I'm not sure if it is an engine issue in the game files but I could be wrong. Any other ideas?

Lastly, I successfully ran a repair op and tried again to no avail.

Thank you for your help!

@Maedhros09

That your users and groups module in computer management isn't there is strange.

Run > Netplwiz > should bring you to the overview of user accounts. You could create a new user there and add him to the Administrator group afterwards.

Run > MMC > will allow you to create a user specified computer management console. (Saving it to "C:\Windows\System32" with a specific name will allow you to access it over "Run"

However, the commands you did run should be sufficient.

This is a very complicated problem. All what we did and what you did before, should have brought us to a solution.

The only real way forward I see is to rule out one possible error source after another.

You have sufficient space on your D: and E: drive to create a 30GB partition for a second Windows 10 installation.

A second installation could tell us if the error is within Windows (Registry ecetera.)  You only would (and should) need to install Windows (and all updates), the most important drivers and Origin.

You can access the already existing Andromeda installation from the new Windows installation, so you wouldn't have to download the game again.

@holger1405 Hey friend! Just wanted to let you know that a huge windows update has released and it happened to fix my Andromeda issue. Haha it's launching and running perfectly fine now! This helps show this was definitely something in Windows. Thanks for all your help!

@Maedhros09

Good to hear! Have fun gaming.