If your game is crashing or freezing, please try the following troubleshooting steps.
Troubleshooting Steps
- On the login screen, click the Update button, then select Re-verify the integrity of the downloaded resources and Confirm. Relaunch the game after the verification completes.
- Update your graphics card (GPU) drivers to the latest version. During installation, choose the clean install option or uninstall the old driver completely before installing the new one.
- Please check that your current device meets our minimum specified requirements.
Contact Us
If the issue persists, please contact Customer Support with the following information:
- UID
- Device Model
- Device Specifications
- Screenshots or a video recording of the entire issue.
- Log and dump files, along with the exact time the crash occurred.
File Paths:
- Player.log & Player-prev.log: %USERPROFILE%\AppData\LocalLow\Cognosphere\Star Rail
- .dmp file: %USERPROFILE%\AppData\Local\Temp\Cognosphere\Star Rail
- output_log.txt: C:\Users\XXX\AppData\LocalLow\Cognosphere\Star Rail\output_log.txt
To send the files, create a folder named 'crash' on a cloud service like Google Drive, upload the files, and provide us with the public share link.
Important: Please retrieve the output_log.txt file while the issue is occurring, as the log resets after restarting the game.