Start by separating download errors, lack of storage and in-game performance. They need different checks. Use HoYoPlay on PC or your platform's official store/update tool; avoid deleting game data as the first step.
Start by separating download errors, lack of storage and in-game performance. They need different checks. Use HoYoPlay on PC or your platform's official store/update tool; avoid deleting game data as the first step.
Download or update fails
- Note the error code and available storage. Make room for the update and installation process; the amount needed varies with device and version, so check the current prompt.
- Try a stable connection or another network and restart the download. If the launcher reaches 100%, allow time for file verification; contact support if it stays there unusually long.
- On PC, use HoYoPlay's Repair Now or file verification option if available. On mobile or console, use the official store or platform update tools and restart the device.
- If reinstalling becomes necessary, first confirm you can sign into the correct account and server, and record your UID. Reinstall through the official source; downloaded files may need to be fetched again.
If HoYoPlay cannot find an existing PC installation, use Find Game near the download button and select the actual game folder containing the .exe. The launcher should then offer Launch or Update; contact support if it still cannot locate it. (source)
The game runs but stutters
Close unused applications, reduce graphics settings and test the same area again. On mobile, watch device temperature and pause if it becomes hot; on PC, check operating-system and graphics-driver updates. On console, close other apps and check game and system updates. Compare a repeatable scene before changing another setting.
If the issue persists, send official support your device model, OS version, error code or screenshot, time and region. Storage requirements and supported devices can change; check the current official listing for your device rather than relying on a fixed number here.
Sources: HoYoverse download troubleshooting · Update and download failures · Download and update checks.