# Can't load cutscenes and game freezes after I exit to desktop

**URL:** <https://forums.snapshotgames.com/t/cant-load-cutscenes-and-game-freezes-after-i-exit-to-desktop/7779>\
**Category:** Bug Discussion\
**Created:** [December 20, 2019, 11:39am UTC](https://forums.snapshotgames.com/t/cant-load-cutscenes-and-game-freezes-after-i-exit-to-desktop/7779 "2019-12-20T11:39:13Z")\
**Posts on this page:** 4\
**Page:** 1

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**Author:** ![Franz79](https://avatars.discourse-cdn.com/v4/letter/f/5f9b8f/32.png) [@Franz79](https://forums.snapshotgames.com/u/Franz79)\
**Post date:** [December 20, 2019, 11:39am UTC](https://forums.snapshotgames.com/t/cant-load-cutscenes-and-game-freezes-after-i-exit-to-desktop/7779/1 "2019-12-20T11:39:13Z")

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Hello

I am playing PP from around one week now, however I am constantly stuck with two main bugs:

1. can’t load ANY cutscene, no game intro, faction intro or aircraft landing.  
I have a GE force GTX 970 which I updated with the last divrers, but nothing.  
Also i set the Epic game .exe file to run as administrator. I tried also with the PhoenixPoint.exe file but the game was not starting, so I removed the privilege.  
I also dowloaded the latest patch and tried to start a new game, but nothing worked.

2. I am unable to exit the game. If I click “exit to desktop” the screen freezes and, when I go to Task Manager to force the halt, I found out that the whole system is frozen.  
Only way out is to restart the whole system .

Any help?

Thank you

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**Author:** ![UnstableVoltage](https://yyz2.discourse-cdn.com/flex036/user_avatar/forums.snapshotgames.com/unstablevoltage/32/5_2.png) [@UnstableVoltage](https://forums.snapshotgames.com/u/UnstableVoltage)\
**Post date:** [December 22, 2019, 12:37am UTC](https://forums.snapshotgames.com/t/cant-load-cutscenes-and-game-freezes-after-i-exit-to-desktop/7779/2 "2019-12-22T00:37:30Z")

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The lack of cutscenes sounds like a video codec issue. Which version of Windows are you running? Do you have Windows Media Player installed?

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<div class="post-metadata">

**Author:** ![Franz79](https://avatars.discourse-cdn.com/v4/letter/f/5f9b8f/32.png) [@Franz79](https://forums.snapshotgames.com/u/Franz79)\
**Post date:** [January 7, 2020, 10:26am UTC](https://forums.snapshotgames.com/t/cant-load-cutscenes-and-game-freezes-after-i-exit-to-desktop/7779/3 "2020-01-07T10:26:51Z")

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Dear UnstableVoltage

The windows version i have does’t have windows media player and it seems i am unable to download it.

Is there another media player that would work as well?

Thank you

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**Author:** ![Jonny](https://yyz2.discourse-cdn.com/flex036/user_avatar/forums.snapshotgames.com/jonny/32/2715_2.png) [@Jonny](https://forums.snapshotgames.com/u/Jonny)\
**Post date:** [March 15, 2020, 10:57am UTC](https://forums.snapshotgames.com/t/cant-load-cutscenes-and-game-freezes-after-i-exit-to-desktop/7779/4 "2020-03-15T10:57:22Z")

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I had the same problem with Windows 10 Education N. I was able to fix it by installing the [Windows 10 media feature pack.](https://www.microsoft.com/en-us/software-download/mediafeaturepack) Hope this helps.