Dear HoYoverse Gamers,
Below are some frequently asked questions and answers about HoYoPlay (referred to as the "launcher" below).
If you encounter any issues that cannot be resolved through the following FAQs, please contact our official customer service.
Launcher Customer Service:
Any game page in the launcher > "Contact Customer Service" button at the bottom of the sidebar on the right > Enter Customer Service area
Game Customer Service:
1. Send feedback via the in-game Paimon Menu > Feedback > Send Feedback
2. Contact Customer Service by email at: genshin_cs@hoyoverse.com
▌Intro to HoYoPlay
You can use HoYoPlay to download, update, and launch various HoYoverse games on your PC.
HoYoPlay is intended to be made the integrated launcher for three games — "Honkai Impact 3rd," "Genshin Impact," and "Honkai: Star Rail" — after the grayscale release on each of the existing game launchers has been completed. Going forward, other HoYoverse games that are launched on PC in the future will also be integrated into HoYoPlay.
▌How to Use HoYoPlay
Q: How do I download other HoYoverse games within HoYoPlay?
A: Click the icon in the bottom-left to enter the Game Hub Page.
Click each game card to enter the details page for each game to download/locate resources.
During the grayscale release period, the time when each game goes online in HoYoPlay may vary (please refer to the official announcement for each game for the specific release time). Games that have not yet gone online will still need to be launched using the old launcher. Once the grayscale release has been fully completed, you will be able to launch and play all HoYoverse games via HoYoPlay.
Once you've finished downloading a game, a shortcut for the game will be displayed on the left. You will be able to quickly switch to the details page of the corresponding game by clicking the button.
Q: How do I submit feedback or optimization suggestions about the launcher?
A: Please use the "Contact Customer Service" button at the bottom of the sidebar on the right of any game page within the launcher to provide feedback.
▌Issues Related to Updating Old Launchers
Q: How do I download HoYoPlay?
A: The HoYoPlay update will be released gradually and in batches. If you have already downloaded an old version of any game launcher, when you receive the update push, click "Try Now" or go to "Settings > Version Information > Launcher Update" to download the brand-new HoYoPlay launcher.
In future updates, the old launchers on the various official game websites will also be gradually replaced by HoYoPlay.
Q: After installing HoYoPlay, can I still open the game through the original (old) launcher?
A: Before the old launchers are no longer supported, you will still be able to launch games through the original (old) launchers. Desktop shortcuts for your games will open HoYoPlay directly, so if you wish to use an old launcher instead, please use the search function to find it.
If you encounter the pop-up below, please close the new version (HoYoPlay) if you want to use an old launcher instead.
Q: I play multiple games. Why can I only play some games via HoYoPlay?
A: The time when each game goes online in HoYoPlay may vary, so please refer to the official announcement for each game for the specific release time. Games that have not yet gone online will still need to be launched using the old launcher. Once the grayscale release has been fully completed, you will be able to launch and play all HoYoverse games via HoYoPlay.
Q: When using HoYoPlay, do I need to re-download game resources? Do game resources need to be stored together?
A: If there are already game resources stored locally, you will not need to re-download them. If there are unfinished game updates, you will need to complete the download before entering the game. Game resources can be stored via different file paths.
When upgrading from an old launcher to HoYoPlay, game resources will be automatically linked. Players who install HoYoPlay via other means (such as downloading and installing directly via the official website) can link game resources by automatically scanning for or manually selecting the file paths.
As shown below, click the "Find Games" button below "Get Game"
If local games are not found, you will see the following prompt:
Click "Select Manually" and select the folder where the game is located to successfully link it, as shown below
Game installation directories can be found in the old launcher:
Q: I'm a player on the Epic/Google server. Why can't I link games in HoYoPlay?
A: The official HoYoPlay launcher does not support linking Epic/Google launchers. Also, Epic/Google launchers do not support integrating multiple games.
Q: I'm a player on the official server. Why can't I link games in HoYoPlay?
A: If the automatic scan feature of your HoYoPlay launcher fails to detect local games, please link game resources by manually locating game directories. If you are unable to link them by manually locating the directories, please try manually locating the directories where the game package .exe files are located. Otherwise, please re-download the game resources instead.
Q: I want to uninstall the old launcher or HoYoPlay. Will this affect game resources?
A: On the uninstall page in both the old launchers and HoYoPlay, you can choose not to check "Delete Game Resources," as shown in the image below. If you do not check this option, game resources will be unaffected. If you check it and have already linked game resources, game resources will be deleted from both the old launcher and HoYoPlay.
Q: I am a beta server player (or have been a beta server player). Can I install HoYoPlay directly?
A: To ensure that you have the best possible experience, please uninstall the old launcher that you used in the beta before installing HoYoPlay.
If HoYoPlay is linked to any beta package, please do not select that package in the linking confirmation page. If you accidentally chose that package, you can click "Game Details Page > Option on the right side of the main button > Game Settings > Basic Information > Relocate game" to select again, or uninstall the beta package and re-download the game package.
▌Device Compatibility
Minimum Requirements for Launcher
Operating System: Windows 7 64-bit or above
Processor: Intel Core i3 or equivalent
RAM: 4 GB
Graphics Card: No special requirements
Storage Space: At least 1 GB available
These minimum requirements are for the HoYoPlay app itself. Each game has different minimum requirements as well. If you are unable to launch a game after clicking on it, please check if your device meets the corresponding game's minimum requirements. Refer to relevant information published about each game for details.
▌Common PC Installation Issues
Issues with Opening and Updating the Launcher
Q: 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."
A: Please confirm that your Windows operating system fulfills the system compatibility requirements (see the recommended configuration list at the beginning of the article). If your specifications are too low, you may be unable to install or launch the game. You may also experience black screens and unresponsiveness.
Please note: 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."
Q: Clicking the launcher produces no response.
A: Try opening the launcher again by clicking on "launcher.exe" in the installation folder. If the issue persists, please contact customer service and check if the corresponding folder contains files with a "dump" suffix. Send the files with the "dump" suffix as well as the log files to customer service (log files can be accessed by clicking the Settings button in the top-right corner of HoYoPlay > About > Client Log). If there are no "dump" files, just send the log files.
Q: 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).
A: Try restarting the launcher to restore it to the normal display range.
Q: I can't find the latest launcher or game version. What should I do?
A: Please check if your network settings are normal, including VPN, proxy, hosts files, etc. (You can also check whether your VPN is blocking HoYoPlay's network connection, etc.)
Q: The prompt "Failed to install the necessary plugins for the game (-2145124297)" appeared.
A: Try the following:
1. Firstly, download the Windows6.1-KB3033929-x64 patch from the following address: https://www.microsoft.com/en-us/download/confirmation.aspx?id=46148.
2. Next, change the extension of the file "Windows6.1-KB3033929-x64.msu" to "Windows6.1-KB3033929-x64.cab" and unzip it to a new folder. Please be careful not to unzip it directly into the default folder where it was downloaded.
3. Simultaneously press the "WIN" and "R" keys on your keyboard to open the "Run" window. Enter "cmd" in the input box and click "OK" to open the command prompt.
4. Enter dism /online /add-package /packagepath:"X:\destination\filename.cab" in the command prompt and press "Enter" to install.
※ For example, if you extracted the file to your D drive in the updates folder, you will need to enter: dism /online /add-package /packagepath:"D:\update\Windows6.1-KB3033929-x64.cab"
Issues With Downloading and Updating Games
Q: After a download fails, I get the following error: "Insufficient storage space. Please clear some space and try again. "
A: Please ensure that the hard disk to which you have installed the game has enough space. We recommend that you delete some files or switch directories before re-opening the launcher and updating the game once again.
Q: After a download fails, I get the following error: "Failed to verify downloaded game files. Click the main button below to try downloading again. "
A: Please click "Retry." If the error persists, reboot HoYoPlay or try downloading the game again.
Q: After a download fails, I get the following error: "Failed to unzip files. Click the main button below to try to resolve the problem. If it still can't be installed, please contact Customer Service. "
A: Try the following:
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 HoYoPlay'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. After the unzipping fails, if the client log (see Settings > About > Client 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.
Q: When I download a game, the download progress/speed is 0, or the download process is stuck at a certain point and will not continue.
A: Try the following:
1. Please check if your network settings are normal, including VPN, proxy, hosts files, etc. (You can also check whether your VPN is blocking HoYoPlay's network connection, etc.)
2. You can try rebooting your PC or running the launcher as administrator by right-clicking it.
Q: After a download fails, I get a message saying "Insufficient storage space. Please clear some space and try again. ," but I actually have prepared enough space.
A: Try converting the hard drive's format from FAT32 to NTFS.
Note: Converting the hard drive's format 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.
Q: After a download fails, I get the following error: "Game files download error. Check your network settings, then click the main button below to try downloading again. "
A: Please check if your network settings are normal, including VPN, proxy, hosts files, etc. (You can also check whether your VPN is blocking HoYoPlay's network connection, etc.)
Q: When I run a game, I get the following message: "The program is not responding."
A: Please reboot your PC or install the launcher again.
Q: The installation process is blocked by an anti-virus program.
A: If a virus blocker screen appears during the installation process, please click "Trust," "Permit," or whatever similar term appears, or quit the virus software.
Issues With Running Games
For issues related to running games, please also refer to the information provided by each game.
Q: After launching a game, the game gets stuck on a white screen and no content appears.
A: 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
Q: When I click to start the game, there is no response from the game client and I am unable to enter the game.
A:
1. Please check whether you have an anti-virus program installed, and check if this program is blocking any files related to HoYoPlay'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.
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. Try launching the corresponding .exe file in the game directory.
Q: When launching a game, the following error message appears: "Failed to download resource files or network error. Please try again."
A:
1. Try restarting the game several times. Please click the "Game Details Page > Option on the right side of the main button > Repair Now" to attempt to repair the resources.
2. If repairing the game files does not work, please uninstall the launcher, delete the game installation package, and reinstall the launcher.
Q: When running a game, I get the following message: "The application cannot start correctly (0xc000007b). Click OK to close this application." or "The program can't start because MSVCP140.dll cannot be found. Try reinstalling the program to fix this problem."
A: Please look for "vcredist2013_x64.exe" in your launcher installation directory. Double-click it to begin installing.
Then go to the official Microsoft website to download and install the latest "VC_redist.x64.exe", and restart the game.
https://support.microsoft.com/en-us/help/2977003/the-latest-supported-visual-c-downloads
Q: Entering a game results in a white screen, after which the game crashes. This is followed by no error messages. Reinstalling the game does not work either.
A: 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.
