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Infogrames Tech Support sucks a nugget. These jokers haven't a clue and basically they use scripted responses. I've been experiencing some issues with XP Pro and I figured i'd post the emails i've sent to Infogrames up here in hopes that someone will get a clue and look into these for the next patch. -Email threads follow:
----*Original Msg*----
Brand: Custom
CPU: Abit BP6 - Dual Celeron 366 MMX
RAM: 384mb
VideoCard: Hercules Geforce2 GTS 64mb
SoundCard: SB Live!
CDDrive: Pioneer DVD-ROM
Modem: US Robotics 56k Voice/Fax
Other: 3Com 905b NIC
OS: WXP
GameName: CIV 3
desc: Misc Problem
Problem: I seem to be having a speed problem. The game functions properly,
and I have had no problems with lockups at all. I've tried to run the game
in both 98 compat. mode, and in default xp mode. I have forced the game to
run in High priority as well. - My issue seems to be that the game runs
rather slowly...Also, I have a problem with scrolling around the map using
the mouse. That too moves slowly...almost not at all. I wish I could be more
elaborate...but it is hard to explain this.
----*Response*----
Try setting WinXP to start the game in Win98/Me compatibility mode.
Jon
Infogrames Technical Support
Here's another message I sent in:
----*Original Msg*----
Problem: I am running XP Pro. I have two accounts - one admin and the other
a power user. the admin account is the one i used to install the game. it
installed the icon under the all users profile making it automatically
available to all users. civ3 works aside from a few speed issues under the
admin account. however, under the power user account it fails to load and
acts as if it is not installed properly. when looking at the current running
processes i notice that there is a 4mb process called civilization3.exe
running. i attempted to install the app under the power user account which
succeeded, but still failed to load.
-also it should be noted that under that admin account where the game works
it leaves that civ3.exe process running even after closing the game.
----*Response*----
Check with your computer manufacturer and make sure that the driver your
monitor is using is the most current one available. This driver is known as
an "INF File", and is usually a free download from the Internet.
Also make sure you have less than 256 fonts installed on your computer. If
you are unsure about how many fonts are installed, or are unsure of how to
uninstall them, contact your computer manufacturer for help reducing your
fonts to below 256.
If neither of those fixes work, try the two other tips below:
--Third Party Applications--
Here's how to disable all third-party applications running in the
background:
Hold down the CTRL+ALT+DEL keys, all at the same time. This will bring up
the Close Program dialog box. In here, you will see a number of items. The
only ones that Windows needs to run are Systray and Explorer. All other
programs here are extraneous, and are not necessary for Windows to function.
Since they may be causing conflicts or memory problems, you will want to
turn them off. Don't worry - nothing we do here is permanent; everything
here will return when you restart the computer. Select a program (besides
Explorer and Systray), and then click the End Task button at the bottom of
this window. If another window pops up saying that the program is not
responding, click End Task on this window as well. This will drop you out
to the desktop. Press CTRL+ALT+DEL again, and repeat as necessary until
only Explorer and Systray are left.
Once this process is complete, try running the program again, and see how it
works. If you're still having problems, see the section on Direct X, below.
--Direct X--
DirectX is an enhancement for Windows which greatly improves the overall
performance of games, which will in turn increases the gaming experience.
If you go to My Computer-->C: Drive-->Program Files-->DirectX-->Setup and
run the file DXSETUP, you should get a listing of your current DirectX
drivers. (You can also run DXINFO or DXDIAG for more detailed information.)
If any of these drivers are listed as "No Hardware Support", are blank, or
not certified, those drivers will need to be updated.
Even if there are no obvious problems detected, we still highly suggest
updating your sound and video drivers. New drivers can be obtained by
contacting your computer manufacturer directly. We usually recommend
updating system drivers every 2 or 3 months. These updates ensure that you
are running the latest and most compatible drivers your manufacturer has
available for your system, and keeps games running smoothly.
You should also make sure that you have the latest version of DirectX
installed. You can obtain this directly from Microsoft at
If you've tried all the suggestions above and are still having troubles,
we'll need more detailed information from your system. To gather this
information, follow these steps.
First, go to the Start menu, and click on Run. In the Open box, enter the
word, 'dxdiag'. Once you've typed it in, click on Ok. That will bring up
the DirectX Diagnostic Tool.
If this doesn't appear, you may not have typed in dxdiag correctly, or you
might have an older copy of DirectX. Doublecheck your previous steps, and
make sure you're running the latest version of DirectX by downloading it
from http://www.microsoft.com/directx/
Once the DirectX Diagnostic Tool is open, click on the button 'Save All
Information'. It will prompt you to save a file. Name the file
'dxdiag.txt' and make sure that the File of Type setting is set to Text
Files (.TXT). Once saved, email that file back to us, so we can use it to
ascertain more detailed information about your computer.
Jon
Infogrames Technical Support
----*Original Msg*----
Brand: Custom
CPU: Abit BP6 - Dual Celeron 366 MMX
RAM: 384mb
VideoCard: Hercules Geforce2 GTS 64mb
SoundCard: SB Live!
CDDrive: Pioneer DVD-ROM
Modem: US Robotics 56k Voice/Fax
Other: 3Com 905b NIC
OS: WXP
GameName: CIV 3
desc: Misc Problem
Problem: I seem to be having a speed problem. The game functions properly,
and I have had no problems with lockups at all. I've tried to run the game
in both 98 compat. mode, and in default xp mode. I have forced the game to
run in High priority as well. - My issue seems to be that the game runs
rather slowly...Also, I have a problem with scrolling around the map using
the mouse. That too moves slowly...almost not at all. I wish I could be more
elaborate...but it is hard to explain this.
----*Response*----
Try setting WinXP to start the game in Win98/Me compatibility mode.
Jon
Infogrames Technical Support
Here's another message I sent in:
----*Original Msg*----
Problem: I am running XP Pro. I have two accounts - one admin and the other
a power user. the admin account is the one i used to install the game. it
installed the icon under the all users profile making it automatically
available to all users. civ3 works aside from a few speed issues under the
admin account. however, under the power user account it fails to load and
acts as if it is not installed properly. when looking at the current running
processes i notice that there is a 4mb process called civilization3.exe
running. i attempted to install the app under the power user account which
succeeded, but still failed to load.
-also it should be noted that under that admin account where the game works
it leaves that civ3.exe process running even after closing the game.
----*Response*----
Check with your computer manufacturer and make sure that the driver your
monitor is using is the most current one available. This driver is known as
an "INF File", and is usually a free download from the Internet.
Also make sure you have less than 256 fonts installed on your computer. If
you are unsure about how many fonts are installed, or are unsure of how to
uninstall them, contact your computer manufacturer for help reducing your
fonts to below 256.
If neither of those fixes work, try the two other tips below:
--Third Party Applications--
Here's how to disable all third-party applications running in the
background:
Hold down the CTRL+ALT+DEL keys, all at the same time. This will bring up
the Close Program dialog box. In here, you will see a number of items. The
only ones that Windows needs to run are Systray and Explorer. All other
programs here are extraneous, and are not necessary for Windows to function.
Since they may be causing conflicts or memory problems, you will want to
turn them off. Don't worry - nothing we do here is permanent; everything
here will return when you restart the computer. Select a program (besides
Explorer and Systray), and then click the End Task button at the bottom of
this window. If another window pops up saying that the program is not
responding, click End Task on this window as well. This will drop you out
to the desktop. Press CTRL+ALT+DEL again, and repeat as necessary until
only Explorer and Systray are left.
Once this process is complete, try running the program again, and see how it
works. If you're still having problems, see the section on Direct X, below.
--Direct X--
DirectX is an enhancement for Windows which greatly improves the overall
performance of games, which will in turn increases the gaming experience.
If you go to My Computer-->C: Drive-->Program Files-->DirectX-->Setup and
run the file DXSETUP, you should get a listing of your current DirectX
drivers. (You can also run DXINFO or DXDIAG for more detailed information.)
If any of these drivers are listed as "No Hardware Support", are blank, or
not certified, those drivers will need to be updated.
Even if there are no obvious problems detected, we still highly suggest
updating your sound and video drivers. New drivers can be obtained by
contacting your computer manufacturer directly. We usually recommend
updating system drivers every 2 or 3 months. These updates ensure that you
are running the latest and most compatible drivers your manufacturer has
available for your system, and keeps games running smoothly.
You should also make sure that you have the latest version of DirectX
installed. You can obtain this directly from Microsoft at
If you've tried all the suggestions above and are still having troubles,
we'll need more detailed information from your system. To gather this
information, follow these steps.
First, go to the Start menu, and click on Run. In the Open box, enter the
word, 'dxdiag'. Once you've typed it in, click on Ok. That will bring up
the DirectX Diagnostic Tool.
If this doesn't appear, you may not have typed in dxdiag correctly, or you
might have an older copy of DirectX. Doublecheck your previous steps, and
make sure you're running the latest version of DirectX by downloading it
from http://www.microsoft.com/directx/
Once the DirectX Diagnostic Tool is open, click on the button 'Save All
Information'. It will prompt you to save a file. Name the file
'dxdiag.txt' and make sure that the File of Type setting is set to Text
Files (.TXT). Once saved, email that file back to us, so we can use it to
ascertain more detailed information about your computer.
Jon
Infogrames Technical Support
It's a riot that they claim xp compat. on the box but it just doesn't work the way it should in the real world. then when you call them on it - they claim it hasn't been tested.
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