
Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Customer Reply
*****

Nice to meet you, *****!
Customer Reply
Processor Model
AMD Ryzen 5 5000 Series
Graphics
AMD Radeon RX 6500 XT
AMD Ryzen 5 5000 Series
Graphics
AMD Radeon RX 6500 XT

Thank you for the provided details.
Customer Reply
Processor Speed (up to)
3.6 gigahertz
If you need more info, just let me know.
3.6 gigahertz
If you need more info, just let me know.

Thank you, *****!
Customer Reply
You're welcome

Could you tell me, if all of the games start lagging?
Customer Reply
Yes. I bought my son Untitled Goose Game last thinking maybe it wouldn't lag and it did too. And he's tried several different games on Roblox too and it does the same thing.

Could you tell me please, if is it a Desktop computer or Laptop series?

Could you tell me please, what troubleshooting have you done so far?
Customer Reply
Oh goodness, I tried updating the graphics driver, but it didn't need one. I've restarted my internet, restarted the computer itself.

Understood.
Did you try to download the games, not from steam?
Did you try to download the games, not from steam?
Customer Reply
The games he plays have to be bought through steam and then you download them.
Now on Roblox you have to download the "app" then you can on the the website and play from there.
*go on the
Now on Roblox you have to download the "app" then you can on the the website and play from there.
*go on the

Understood.
Your Steam games are likely lagging or running slow because of the app's cache and cookies. Therefore, cleaning them should get your games working properly again. You can easily clear your cache and cookies via the app's built-in Settings.
Your Steam games are likely lagging or running slow because of the app's cache and cookies. Therefore, cleaning them should get your games working properly again. You can easily clear your cache and cookies via the app's built-in Settings.
Customer Reply
okay let me try that. Give me just a second, please
sorry, where do I clear them in the settings?
sorry, where do I clear them in the settings?

Could you, please, follow the instructions I am going to send you, and let me know if any of the steps are not quite clear?
I'll be happy to clarify them to you!
I'll be happy to clarify them to you!
Customer Reply
ok

Customer Reply
Ok, give me just a meintue to log back in

6. A confirmation window will open. Click OK on that window to confirm.
7. Select OK on the Settings window.
8. Restart Steam after clearing the downloads cache.
Sure! Take your time, *****.
Keep me posted, thanks
7. Select OK on the Settings window.
8. Restart Steam after clearing the downloads cache.
Sure! Take your time, *****.
Keep me posted, thanks
Customer Reply
Sorry, finally got back in and getting ready to test a game

Great, *****!
Customer Reply
It's still lagging. L

Oh, understood.
Let's try to reinstall the drivers.
I know you told me that you reinstalled the drivers, but deleting your old driver from Windows may not be enough since some settings can still be preserved in your Windows Registry.
So let's clean the drivers again using Display Driver Uninstaller or AMD Cleanup Utility.
Let's try to reinstall the drivers.
I know you told me that you reinstalled the drivers, but deleting your old driver from Windows may not be enough since some settings can still be preserved in your Windows Registry.
So let's clean the drivers again using Display Driver Uninstaller or AMD Cleanup Utility.
Customer Reply
Ok! :-)
I need to know how to do that. I know my way around a computer but not how to do that.
I need to know how to do that. I know my way around a computer but not how to do that.

Understood.
1. Click AMD Cleanup Utility for Windows®
(https://drivers.amd.com/drivers/amdcleanuputility.exe) to download the standalone utility.
2. Go to the save location (Downloads folder, as example) and double-click amdcleanuputility.exe to run. to download the standalone utility.

1. Click AMD Cleanup Utility for Windows®
(https://drivers.amd.com/drivers/amdcleanuputility.exe) to download the standalone utility.
2. Go to the save location (Downloads folder, as example) and double-click amdcleanuputility.exe to run. to download the standalone utility.

Customer Reply
Ok give me just a moment because I am not on that computer but its next to me.

Okay, sure.
Let me know when you are done with that, and we will move to the next step.
Let me know when you are done with that, and we will move to the next step.
Customer Reply
It's having me select the graphics driver. Is that what I'm supposed to to do?

Yes, that is correct.
Did you download the file?
Did you download the file?
Customer Reply
It has a bunch of options Amd software adrenalin editin
I see auto detect and install
I see auto detect and install

Great, select that one please, auto-detect and install.
Customer Reply
It says "not found"

Understood.
Please follow this https://www.amd.com/en/support/kb/faq/gpu-601 and click AMD Cleanup Utility for Windows.
Please follow this https://www.amd.com/en/support/kb/faq/gpu-601 and click AMD Cleanup Utility for Windows.
Customer Reply
ok
put it in safe mode?
put it in safe mode?

It is recommended to run the AMD Cleanup Utility in Windows safe mode for best results. But also is fine without it.
Customer Reply
ok, i did

Do you see this banner?


Customer Reply
clean up has been sucess completed
yes
yes

Great work, *****!
Customer Reply
It needs to reboot

Yes, reboot it, please.
Customer Reply
I guess b/c it's in safe mode the screen is big. lol

Did you select yes, when it asked to do it in safe mode? :)
Customer Reply
yes

Understood.
Now need to install the derivers again.
Now need to install the derivers again.
Customer Reply
ok

Do you need instructions on how to install the drivers?
Customer Reply
Yes please
Does it need to stay in safe mode
Does it need to stay in safe mode

Yes, for now.
Customer Reply
ok

Let's Downloading Radeon Software.
Customer Reply
ok

Please follow this: https://www.amd.com/en/support and find choose your system, and Download Radeon Software.
Customer Reply
ok one moment please

Sure, take your time.
Customer Reply
waiting for it to download

Great work!
Let me know when it is done. Thanks!
Let me know when it is done. Thanks!
Customer Reply
will do
It's installing
about 2 minutes to install
finished now restart
test a game out?
It's installing
about 2 minutes to install
finished now restart
test a game out?

Did you install all recommended drivers by the Radeon Software?
Customer Reply
yes
one more sec
one more sec

Awesome!
Customer Reply
Yay! Roblox is down right now, but we've tested two games on steam and it's working! Thank you soooooooo much!

Great work, *****!
You're welcome!
Is there anything else I can do for you today?
You're welcome!
Is there anything else I can do for you today?
Customer Reply
Thank you!
No, that was it. My son is happy now. Lol
Is there a survey I can complete or sent to my email?
No, that was it. My son is happy now. Lol
Is there a survey I can complete or sent to my email?

I'm so glad to hear it :)
Customer Reply
Trust me, me too. lol

Yes, after we finish the chat on your email will be send a letter, where you can leave a review on our service :)
Customer Reply
That sounds good. I will definitley complete it.

Thank you, *****! :)
Customer Reply
Thanks for your help. Now I have to get to work. Have a wonderful rest of you day!

Please feel free to contact us at any time. We'll be happy to help you. Have a nice one!
Customer Reply
Thank you, will do. :-)
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