Article ID: 191660
When you try to start one of the games that are listed in the "Applies to" section, you experience one of the following symptoms:
This issue may occur for any one of the following reasons:
To resolve this issue, use the following methods in the order in which they are presented.
Note Because there are several versions of Microsoft Windows, the following steps may be different on your computer. If they are, see your product documentation to complete these steps.
Method 1: Configure Hardware Acceleration to use the Full settingTo do this, follow these steps:
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If your computer meets the minimum system requirements, use the following methods to work around this issue.
Method 2: Enable DirectDraw or Direct3DTo enable DirectDraw or Direct3D, follow the steps for your version of Windows:
Method 3: Download and install the latest version of DirectX End-User Runtimes Web InstallerTo do this, visit the following Microsoft Web site:
http://www.microsoft.com/downloads/details.aspx?FamilyId=2DA43D38-DB71-4C1B-BC6A-9B6652CD92A3&displaylang=enNote You may receive the following error message during installation:
For more information, click the following article number to view the article in the Microsoft Knowledge Base:
The software you are installing has not passed Windows Logo testing to verify its compatibility with this version of Windows. (Tell me why this testing is important.)
822798If the issue continues to occur, go to the next method.
(https://support.microsoft.com/kb/822798/ )You cannot install some updates or programs
Method 4: Update your video driverTo see whether applicable driver updates are available, visit the following Microsoft Windows Update Web site:
http://update.microsoft.comFor more information about hardware and software vendor contact information, visit the following Microsoft Web site:
http://support.microsoft.com/gp/vendorsMicrosoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.
If the issue continues to occur, go to the next method.
Method 5: Restart the computer by using a clean startup procedureWhen you start Microsoft Windows, typically there are several programs that start automatically and run in the background that may interfere with the game. These programs may include antivirus and system utility programs. When you perform a clean startup procedure, you prevent these programs from starting automatically.
To restart the computer by using a clean startup procedure, click the following article number to view the article in the Microsoft Knowledge Base:
For more information or to view steps for other operating systems, click the following article number to view the article in the Microsoft Knowledge Base:
331796If the issue continues to occur, go to the next method.
(https://support.microsoft.com/kb/331796/ )Perform a Clean Startup to determine whether background programs are interfering with your games or programs
Method 6: Disable NetMeeting's Remote Desktop Sharing and then close NetMeetingMicrosoft Windows NetMeeting disables Direct3D when Remote Desktop Sharing is enabled. To disable NetMeeting's Remote Desktop Sharing feature, follow these steps:
Method 7: Disable the Enable Write Combining feature in Windows XPTo disable the Enable Write Combining feature, follow these steps:
Method 8: Create a new user account in Windows XPTo create a user account on a Windows XP-based computer, follow these steps:
If you need more help, visit the Microsoft Customer Support Services Web site to find other solutions. This Web site provides the following services:
Article ID: 191660 - Last Review: April 15, 2015 - Revision: 28.1