As my colleague stated earlier, we are a small support team. We are passionate and dedicated when it comes to the Sim and try to do everything we can to help community solve issues they are having with the Sim.
Investigating crashes is a process of elimination. It would make our job easy if we could create a report that would give us detailed information on what is causing the crash, but like users have already posted, with examples in this thread, this is not the way Windows / Games / Programs work.
There are cases that can be resolved with common troubleshooting and then there are the cases that no matter how many reports are created, they wouldn’t give us the clue to fix the issue, for example:
- Users see exception code 0xc0000005 (this is the most common case we see on the reports) crash on Windows Event Viewer
1st case: After going through all possible troubleshooting, the issue was with memory XMP profile, it was set to 4000Mhz and caused the crash, when memory was dialed back to 3900Mhz, the issue was fixed. And this was found only after running a memory stress test for +25 minutes.
2nd case: User wasn’t able to finish installation on Steam, it got stuck in various files and no matter what we did, the issue wasn’t resolved. Eventually we figured out that the user had Samsung EVO 970 Pro SSD. This drive had some firmware level issues and after updating the firmware on this drive, the installation was successful.
Good guide on how to diagnose crashing and other issues:
1st: Did something change when crashing or other issue started:
- Did you update your Windows?
- Did you update your GPU drivers?
- Did you install a new 3rd party add-on?
- Did you install new peripherals (yoke, throttles, eye-tracker etc.)?
- Did you install new software on Windows (MSI afterburner, Corsair iCue etc.)?
- Did you install new hardware on your computer (CPU, GPU, Memory etc.)?
…and so on
After you have answered those questions and resolved them, if the issue persists, then the next thing to do is to remove all of your 3rd party mods (both in the Community folder and anything you have downloaded from the marketplace)
https://flightsimulator.zendesk.com/hc/en-us/articles/4408886545938-How-to-restore-the-sim-to-its-vanilla-state-to-get-back-in-game
If the crashing still continues, you can create crash reports to diagnose the issue further.
We have a lot of guides on Zendesk how to diagnose CTD’s and other issues. It is recommended to go through those troubleshooting steps before submitting a ticket. If you are not able to resolve the issue, and you need to submit a ticket, remember to include all the steps you have already tried, so we can start the diagnosis correctly and will not ask you to do those steps again.