If you are experiencing performance issues such as crashing, lagging, or freezing, please follow the troubleshooting steps below to resolve the problem.
Troubleshooting Steps
- Ensure your device meets the game's recommended system specifications.
- Lower the in-game graphics settings. Navigate to the Paimon Menu > Settings > Graphics and reduce options like Graphics Quality, Shadow Quality, and Special Effects.
- Close any unnecessary applications running in the background to free up system resources.
- Completely close the game and wait for five minutes before restarting it.
- Verify the integrity of your game files. You can do this by clicking the wrench icon on the login screen or by going to the Paimon Menu Settings Resources Check Resource Integrity.
- For PC users: Ensure your graphics card drivers are up to date. If they are current, try a clean reinstallation of the drivers.
Contact Us
If the problem persists after trying these steps, please contact us with the following information to help us investigate.
Information to provide (All Platforms):
- Your Game UID
- A screenshot or video of the issue
- Your device's operating system and specific model information
- Your Internet Service Provider (ISP)
- A detailed description of the problem
Additional information to provide (PC Only):
- Your device's specifications (Processor, Graphics Card, RAM)
- The date and time the issue occurred
- The name and version of any antivirus software installed
- The following log files:
1. `output_log.txt` from `C:\Users\XXX\AppData\LocalLow\miHoYo\Genshin Impact\`
2. The dump folder or files named `mihoyocrash` from `C:\Users\XXX\AppData\Local\Temp\`
3. `driverError.log` from `C:\Program Files\Genshin Impact\Genshin Impact game\`
Please note that the output_log.txt and mihoyocrash files must be saved while the error is happening, as they reset when the game is restarted.