Since Genshin Impact was released, the project team has received a lot of feedback about the problem of downloading and updating the PC version. We’ve sorted and compiled everyone’s questions, and would love to have them answered here.
▌Recommended Devices Recommended
Operating System: Windows 7 SP1 64-bit or Windows 8.1 64-bit or Windows 10 64-bit (Windows 10 dev builds not currently supported)
Processor: Intel Core i7 or equivalent
Graphics card: From NVIDIA GeForce GTX 1060 6GB or higher
DirectX version: 11
Storage space: About 35GB free
Minimum PC configuration
OS: Windows 7 SP1 64-bit or Windows 8.1 64-bit or Windows 10 64-bit (Windows 10 dev builds not currently supported)
Processor: Intel Core i5 or equivalent
Graphics card: From NVIDIA® GeForce® GT 1030 or later
DirectX version: 11
Storage space: approx 35GB free
▌Common problems when installing the PC version, problems related to opening the launcher and automatic updating
Q1: When opening the launcher or starting the game shows: The version of this file is not compatible with the version of windows running.
A1: Please check if the windows system meets the requirements of the game’s device (See the list of recommended configurations at the beginning of the article), if the device has low hardware, it may be statuses like can’t install, can’t start, black screen, lag etc..
PS: Windows7 operating system needs Windows 7 Service Pack 1 (SP1) version to run the game. (Default path: Start -> Control Panel -> System and Security -> System)
Q2: No response when pressing the launcher.
A2: In the game folder try clicking on launcher.exe to see if there is a dump file generated in the launcher folder. If yes, please send the dump file and log file to the official customer service department via the following mailbox: [email protected]; If not, please send the log file to the official customer service department via the above mailbox.
(2) In the launcher installation folder, find “vcredist2013_x64.exe” and double click to install, go to Microsoft homepage to download and install the latest VC_redist.x64.exe, and then restart the game :
If you still can’t solve the problem after completing the above steps, please check if your current device is equipped with both discrete and integrated graphics cards, if so, stop. use the integrated graphics card and run the launcher again. If not, please contact Customer Service via email: [email protected]
Q3: After opening the launcher, the launcher main interface display range is abnormal. (As the launcher interface exceeds the display device range, the display is incomplete)
A3: Right click on the desktop icon of Genshin Impact and select [Compatibility] > [Change high DPI settings] check [Replace] high DPI scaling behavior], select [application] below and restart the launcher to restore normal rendering.
Q4: Launcher check update failed, want to reconnect
A4: Please check network settings: Including vpn, carrier, hosts file etc.. (Can check if VPN is blocking the connection Genshin Impact’s network connection.)
Q5: When updating the launcher, I get a prompt that the file replacement failed
A5: Please restart the computer and try again
▌Problems related to game download and update
Q6: The experimental installation package has not been removed before, can I directly install the technical experimental PC Genshin Impact package?
A6: When installing the PC Genshin Impact technical test pack, please remove the previous beta.
Q7: Game update reminder: Not enough memory space, suggest clearing data and try again.
A7: Please confirm the remaining space of the game installation drive, if it is less than 35G, you should clean up the remaining space then open the launcher again to update the game.
Q8: Prompt during download: File verification error, click retry to solve the problem
A8: Please click try again, if still error message, try restarting/reloading the game.
Q9: During game installation, prompt: Unzip game file failed.
A9: (1) Please confirm the remaining space of the game installation drive, if the memory space is not enough, you should clean up the remaining space then open the bootloader again to update the game.
(2) If the memory capacity is not enough, please confirm whether anti-virus software is installed, and whether the files related to Genshin Impact installation are blocked. If blocked, try unblocking or pressing trust, or exiting anti-virus software and reopening the game.
(3) If the decompression fails in the log with a prompt that 7z.exe is not found, you can try double-clicking launcher.exe in the launcher folder to operate it.
Q10: When downloading the game, the loading progress/loading speed is 0, or stops at a certain point, unable to continue downloading.
A10: (1) Please check network settings: Including vpn, carrier, hosts file etc.. (Can check if VPN is hindering Genshin Impact’s network connection.)
(2) Can try to shutdown reboot or right click open launcher as administrator.
Q11: During game loading, prompt: Hard drive memory is not enough. But the actual amount of memory is still enough.
A11: Try to modify the hard drive format and convert FAT32 to NTFS. (There is a risk when modifying the format of the hard drive. It is recommended that you perform the operation under the guidance of professionals or ensure that you operate when you understand the professional information.)
Q12: During game loading, prompt:
1. The network returned an error.
2. Download error file, press try again to solve the problem
3. Please check network settings and try again
A12: Please check network settings: Including vpn, carrier, hosts file etc.. ( Can check if VPN is hindering Genshin Impact’s network connection.)
Q13: Prompt during download: Installer is not responding.
A13: Try restarting your computer or reloading the launcher.
Q14: During the download and installation of the game, it was blocked by anti-virus software or prompted: Decompression failed.
A14: During the process of downloading, installing and opening the game, if an anti-virus block window appears, please click allow or exit the anti-virus software completely.
Q15: After finishing downloading the game, the game start button is gray.
A15: Please check network settings: Including vpn, carrier, hosts file etc.. (Can check if VPN is hindering Genshin Impact’s network connection.)
▌Problems related to game operation
Q16: After starting the game, the Genshin Impact logo does not appear, the screen is white.
A16: Please check if the file “DXSETUP” exists in the launcher settings. If yes, please double click the “DXSETUP.exe” file to try manual installation then restart the game; If not, download DirectX 11 installation. DirectX 11 download address:
Q17: Game start prompt: Resource load failed or network error, please try again. Please try again code: -9908.
(1) You can try restarting the game several times, in the upper right corner of the launcher press the setup button – Fix Game – Quick fix to try to fix the file error.
(2) If fixing the game cannot solve the current problem, the Traveler should remove the launcher and remove the game installation package, and then reinstall Genshin Impact.
Q18: “Click To Enter” Genshin Impact is white, after a while it is thrown out of the game. No error message, reinstalling is also useless.
A18: After exiting the game, delete mhyprot2.sys and mhyprotect.sys in the temp folder (type %temp% in the Start menu search bar or CTRL + R to bring up and enter %temp%). If you can’t delete them, restart your computer and try again. After deleting the file, exit all anti-virus software and try to enter the game again.
Q19: When I open Genshin Impact, I get the following two messages:
1. The application cannot launch normally (0xc000007b). Please press “Confirm” to close the application.
2. Because MSVCP140.dll could not be found, the code could not be executed. Installing a program will solve this problem.
A19: In launcher settings, find “vcredist2013_x64.exe”, double click to install.
Visit the Microsoft homepage to download and install the latest VC_redist.x64.exe, and then restart the game.
how to restart genshin impact