Dear Travelers,
Since Genshin Impact's open beta, our team has received a great deal of feedback about downloading and updating the launcher. We have carefully reviewed and summarized everyone's questions and now, we would like to address them one by one.
System Compatibility
PC Recommended Specifications
Operating Systems: Windows 7 SP1 64-bit, Windows 8.1 64-bit, or Windows 10 64-bit (Windows 10 dev builds are not currently supported)
Processor: Intel Core i7 or equivalent
RAM: 16 GB
Graphics Card: NVIDIA® GeForce® GTX 1060 6GB or better
DirectX Version: 11
Storage Space: 35 GB of available storage space
PC Minimum Specifications
Operating Systems: Windows 7 SP1 64-bit, Windows 8.1 64-bit, or Windows 10 64-bit (Windows 10 dev builds are not currently supported)
Processor: Intel Core i5 or equivalent
RAM: 8 GB
Graphics Card: NVIDIA® GeForce® GT 1030 or better
DirectX Version: 11
Storage Space: 35 GB of available storage space
Common Issues With Installing, Opening, and Updating the Launcher
Q1: When I open the launcher or launch the game, I get the following error: "The version of this file is not compatible with the version of Windows you're running."
A1: Please confirm that your Windows operating system fulfills the system compatibility requirements. If your specifications are too low, you may be unable to install or launch the game. You may also experience black screens and unresponsiveness.
PS: If you are using Windows 7, you must at least be running the Windows 7 Service Pack 1 version to play the game. You can check it in: "Start" > "Control Panel" > "System and Security" > "System."
Q2: Clicking the launcher produces no response.
A2: (1) You can try to run it by clicking the "launcher.exe" file in the game directory. Check if a dump file has been created in the launcher directory. If so, send the dump file and log file to our customer service at: genshin_cs@mihoyo.com. If the dump file has not been created, send the log file to the aforementioned email address.
(2) Search for the "vcredist2013_x64.exe" file in the launcher directory and double-click it to install. Then go to the Microsoft official website to download and install the latest "VC_redist.x64.exe," and restart the game.
https://support.microsoft.com/en-us/topic/the-latest-supported-visual-c-downloads-2647da03-1eea-4433-9aff-95f26a218cc0
If you have followed the above instructions but are still unable to solve the issues you have, please check if you are using a discrete graphics card and an integrated graphics card simultaneously. If you are, disable your integrated graphics card before restarting the launcher. If not, please contact our customer service at: genshin_cs@mihoyo.com.
Q3: After opening the launcher, the launcher's main menu displays incorrectly. (e.g. the launcher page exceeds the display area and does not display fully)
A3: Right click Genshin Impact's desktop icon and select "Properties" > "Compatibility" > "Change High DPI Settings", and tick "Replace high DPI scaling behavior", select "Application" below, and after applying your settings, restart the launcher to restore normal display function.
Q4: I get the following message: "Failed to check for updates. Reconnect?"
A4: Please check your network settings, including VPN, proxy, and hosts files. You can also check whether your VPN is blocking Genshin Impact's network connection.
Q5: When I update the launcher, I get a message about a failed file replacement.
A5: Please try again after rebooting your PC.
Issues With Downloading and Updating the Game
Q6: I have yet to uninstall previous beta test files. Can I directly install the open beta PC version of Genshin Impact?
A6: Please uninstall all previous beta test files before installing the open beta PC version of Genshin Impact.
Q7: When I update the game, I get the following message: "Insufficient disc space. Please clear some storage space and try again."
A7: Please ensure that the hard disk to which you have installed the game has enough space. If the space remaining does not exceed 35 GB, we recommend that you delete some files before re-opening the launcher and updating the game once again.
Q8: When I download the game, I get the following message: "Game files verification error. Select "Retry" to try again."
A8: Please click "Retry." If the error persists, reboot the launcher and try downloading again.
Q9: When I install the game, I get the following message: "Failed to unzip game files."
A9: (1) Please ensure that the hard disk to which you have installed the game has enough space. If the space remaining is insufficient, we recommend that you delete some files before re-opening the launcher and updating the game once again.
(2) If the space remaining is sufficient, please check whether you have an anti-virus program installed, and check if this program is blocking any files related to Genshin Impact's installation. If it is, please remove said blockage, set the relevant files to "trusted," or close the anti-virus software before re-opening the game.
(3) If the unzipping log informs you about the inability to find the "7z.exe" file, you can try to run "launcher.exe" by double-clicking it in the launcher directory.
Q10: When I download the game, the download progress/speed is 0, or the download process is stuck at a certain point and will not continue.
A10: (1) Please check your network settings, including VPN, proxy, and hosts files. You can also check whether your VPN is blocking Genshin Impact's network connection.
(2) You can try rebooting your PC or running the launcher as administrator by right-clicking it.
Q11: When I download the game, I get a message saying that my disc space is insufficient, while I actually have prepared enough space.
A11: Please try to change your hard drive's format from FAT32 to NTFS. (This modification entails a risk. It is advised that you attempt it under professional guidance or after making sure that you are sufficiently familiar with this procedure.)
Q12: When I download the game, I get the following message:
1. "Network return error."
2. "Game files download error. Check your network settings and try again."
3. "Check your network settings and try again."
A12: Please check your network settings, including VPN, proxy, and hosts files. You can also check whether your VPN is blocking Genshin Impact's network connection.
Q13: When I download the game, I get the following message: "Program not responding."
A13: Please reboot your PC or download the launcher again.
Q14: The installation process is blocked by an anti-virus program or I get the following message: "Failed to unzip."
A14: If a virus blocker screen appears during the installation process, please click "Trust," "Permit," or whatever similar term appears, or quit the virus software.
Q15: When the game download is complete, the "Launch" button is gray.
A15: Please check your network settings, including VPN, proxy, and hosts files. You can also check whether your VPN is blocking Genshin Impact's network connection.
Issues With Running the Game
Q16: After launching the game, the game is stuck on a white screen before the Genshin Impact logo can appear.
A16: Please check if a folder named "DXSETUP" exists within your installation directory. If so, please double-click on the "DXSETUP.exe" executable within the folder to manually install DirectX 11 before restarting the game. If not please download and install DirectX 11. Download link: https://autopatchhk.yuanshen.com/client_app/plugins/DXSETUP.zip
Q17: When launching the game, the following error message appears: "Failed to download resource files or network error. Please try again. Code: -9908."
A17:
(1) Try restarting the game several times. Please click the "Settings" button in the top-right corner of the launcher and select "Repair Game Files" > "Repair Now" to attempt repairing the resources.
(2) If repairing the game files does not work, please uninstall the launcher, delete the game installation package, and reinstall Genshin Impact.
Q18: Entering Genshin Impact results in a white screen, after which the game crashes. This is followed by no error messages. Reinstalling the game does not work either.
A18: Quit the game and delete the "mhyprot2.sys" and "mhyprotect.sys" files from the temp directory (search for "%temp%" in the "Start" menu's search bar or enter "%temp%" in the "Run" command window opened via pressing Ctrl+R). If you are not able to delete them, try again after rebooting your PC. Once the files are deleted, exit all anti-virus programs and try entering the game again.
Q19: When launching Genshin, I receive the following alerts:
1. The application cannot start correctly (0xc000007b). Click "OK" to close this application.
2. The program can't start because "MSVCP140.dll" cannot be found. Try reinstalling the program to fix this problem.
A19: Please look for "vcredist2013_x64.exe" in your launcher installation directory. Double-click it to begin installing.
Then go to the Microsoft official website to download and install the latest "VC_redist.x64.exe", and restart the game.
https://support.microsoft.com/en-us/topic/the-latest-supported-visual-c-downloads-2647da03-1eea-4433-9aff-95f26a218cc0
Q20: When I click to start the game, there is no response from the game client and I am unable to enter the game.
A20:
1. Please confirm whether or not you have antivirus software installed, and check to see if any of Genshin Impact's files are being blocked by it. If any files are being blocked, you may try canceling the block, adding Genshin Impact as trusted software, or closing the antivirus software completely and restarting the game.
2. After exiting the game, please delete "mhyprot2.sys" and "mhyprotect.sys" from the "temp" directory (you may find this directory by entering "%temp%" in the Windows search bar, or by using the Windows key + R shortcut to call up the Run command dialog box and entering "%temp%"). If you are unable to delete these files, then please restart the computer and try again. After successfully deleting the aforementioned files, please close any antivirus software, and restart the game.
3. You may also try running the "GenshinImpact.exe" program directly from the game's directory. (The default directory path is Genshin Impact > Genshin Impact game > GenshinImpact.exe)