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Basic Troubleshooting Tips

Last Updated: Aug 29, 2017 04:44PM PDT
This guide are steps support may ask while troubleshooting issue with the Twitch App with you. These may not resolve your issues, but can provide information support needs in resolving your issue.

Basic Troubleshooting Tips

This article provides troubleshooting for common issues in the Twitch App.

Notice an error or have feedback for this article? Let us know!

These steps may not resolve your issue, but are steps you may be asked to try, by support, while they are assisting you with troubleshooting issues you may be experiencing with the Twitch App.

If you try these without guidance from support please keep in mind it could make your issue worse.

Toggle Hidden Files

Windows hides important files and folders so that users won't accidentally delete or edit them resulting in possible issues with the OS or other programs. However, sometimes the user needs to get into these hidden files or folders

Making these files and folders visible will not damage anything, however, any deleting or editing of files or folders that are outside what may be requested to troubleshoot can result in issues with your OS or other programs. So please do not alter or delete anything unless asked.

After you complete troubleshooting, and if you share your computer, it is best to undo these options and hide these folders and files again.

Windows 7

Go to the Start menu > Control Panel

Click on the Appearance and Personalization link.

Go to the Folder Options > Show Hidden files and folders.

Click on the View tab in the Folder Options window. In the Advance Settings go into the Files and Folders > Hidden files and folders > and check Show hidden files, folders, and drives.

Press the Apply button and then the OK button.

Windows 8

From the Windows 8 Start Screen, select the Control Panel app.

When the window opens scroll to the very bottom and select the More Settings option.

Click on the Appearance and Personalization link.

Go to the Folder Options > Show Hidden files and folders.

Click on the View tab in the Folder Options window. In the Advance Settings go into the Files and Folders > Hidden files and folders > and check Show hidden files, folders, and drives.

Press the Apply button and then the OK button.

Windows 10

In the search at the bottom by the Start menu type in Folder. This should bring up some options. Locate under Best Match the Show hidden files and folders, and click on it.

Make sure in the window that pops up you are in the View tab and locate the Hidden files and folders option. Make sure the Show hidden files, folders, or drives is marked.

Press the Apply button and then the OK button.

Launch in Safe Mode

With some issues we may need you to boot your computer into Safe Mode. This will prevent a lot of your programs from running when you start your computer, and this will let us know if there is anything on your computer causing the issues.

HELPFUL HINT

This is not a solution. This is a troubleshooting step that you may be asked by support to try. Please be aware this is a troubleshooting step for specific issues only, and may not help with your issue.

Click Start and in the search type msconfig then hit Enter.

Then go to the Boot tab and click Safe Boot (also tick Network).

Now reboot.

Once you have rebooted try running/installing the Twitch App. If it still doesn't work let us know. If it does work then there is something on your computer that is preventing the Twitch App from working properly. Things like malware, viruses, or even your security software can cause this.

To boot back into Normal Mode; go back into you msconfig and untick Safe Boot to return to normal mode for future booting. Then reboot again.

Toggle Software Rending

Software rendering refers to a rendering process that is not dependent upon graphics hardware ASICs, such as a graphics card. The rendering takes place entirely in the CPU. By default, Software Rendering is not turned on. There are some circumstances where you may want to enable this, however.

Some reasons to turn this one are:

  • The Twitch App loads as a white/blank window
  • The Twitch App loads transparent.
  • The Twitch App is showing graphic issues.
  • May fix some issues with the Twitch App lagging.

In the App

In the Twitch App click on the icon; then select File from the options in the menu.

Next, click on the Settings option.

This will open up your Settings options. Click on the General option.

Scroll to the very bottom and locate the SOFTWARE RENDERING MODE, and toggle it on (purple).

Restart the Twitch App.

Manually

If you can't launch the Twitch App or it's not displaying so you can get to the setting; don't worry, you can also change the settings manually. First close the Twitch App completely.

Now you will need to locate the LocalStorage file. This can be found in the Twitch folder. The direct path is:

C:\Users\{USERNAME}\AppData\Roaming\Twitch

HELPFUL HINT

Your AppData folder is hidden by default so make sure you have Hidden Files and Folders set to being visual. Need help with that? Check out our guide on how to do this.

Once you have located the LocalStorage file you will want to right-click on it and edit it in a notepad type program.

Use one of the following programs:

  • NotePad
  • NotePad++
  • Sublime Text

Do NOT use one of the following programs:

  • Word
  • Wordpad
  • Word Perfect
  • AbiWord
  • OpenOffice

Now locate "softwareRenderingMode"; false, (located around line 36), and change false to true.

Save the file and close it. Now try restarting the Twitch App.

Run as Administrator

For security reasons Windows has it that if an application that is not running as Administrator is not the focus application it cannot talk with each other. This can cause parts of the Twitch App not to work as it should, such as the Push to Talk (PTT) and the in-game Overlay.

If you are having issues you may be running your game as Admin, but not the Twitch App. The Twitch App needs to be running as Administrator for these features to work properly. Correcting this is fairly easy to do.

HELPFUL HINT

It is best to run the Twitch App on an Administrator Windows account.

In the Twitch App click on the icon; then select File from the options in the menu.

Next, click on the Settings option.

This will open up your Settings options. Click on the General option.

Scroll down to the RUN TWITCH AS ADMINISTRATOR and make sure to toggle it on (purple). Then reboot the Twitch App.

Please be aware that not all games will have overlays. Only currently supported games will. This list is ever growing. So though the game may not be supported right now, it may be in the future. You can find a list of our supported games here.

Complete Reinstall

Sometimes a basic simple uninstall and reinstall does not get everything or the parts that might be acting up. So we request users do a complete reinstall.

Start by uninstalling the Twitch App and any Twitch and Curse programs you may see. If you need help in uninstall the Twitch App please check out our guide: Uninstalling the Twitch App.

Make sure you have Toggle Hidden Files/Folders so you can view your hidden files and folders.

In your search type in:

%appdata%

Select your AppData folder, and make sure you are in the Roaming Folder.

You can also press the Windows Key + R to open the Run Command and type: AppData. Then select the Roaming folder.

Delete any Twitch, Curse and/or Curse Client folders you find in your Roaming folder.

Next, you will want to type in your search:

%programdata%\Twitch

Delete everything in this Twitch folder.

Delete Twitch and Curse items from your ProgramData and AppData folders only. Deleting Curse or Twitch folders from other areas may result in saved data like Minecraft Worlds being deleted.

Restart your computer and download and install using our alternative launcher as Administrator:

Alternative Launcher Download: TwitchSetup_alternate.zip