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EA_Nils
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10 years ago

[INFO] Common Issues and Solutions

Welcome to the Common Issues and Solutions sticky thread with the latest troubleshooting steps and tips for the most common issues you may have. If you cannot find what you're looking for over here, ...
EA_Nils's avatar
EA_Nils
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10 years ago

2. Antivirus false positive

As a result of our increase in measures to combat hacking and cheating in our game, occasionally some Anti-Virus programs will red flag swtor.exe or launcher.exe.

This is an unintended consequence of those changes, and we are actively working with the developers of these Anti-Virus programs to ensure that this issue is resolved. In the meantime, please follow the steps below in order to play Star Wars: The Old Republic:

If you are having trouble patching due to this issue please re-add 'swtor.exe' and 'launcher.exe' to your anti-virus exception list.

  • Open up your Anti-virus software menu and check that ‘swtor.exe’ and ‘launcher.exe’ are NOT in a quarantine list or deletion list.
  • Add 'swtor.exe' and 'launcher.exe' to your anti-virus ‘safelist’.

If you are unsure on how to do either of the above steps then you should contact the manufacturer of your anti-virus software. In addition, we recommend use of Microsoft Security Essentials for virus protection. It has been tested for compatibility with the SWTOR launcher. If using other anti-virus software, please make sure you’re running the latest version of it.

After you have edited your antivirus software configuration, please download the Repair Utility as explained in the Launcher Troubleshooting Guide here. This will assist you in repairing your installation.

EA_Nils's avatar
EA_Nils
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10 years ago

3. Black screen issues, and tiny or invisible game window

If you are experiencing a black screen, or a tiny or invisible game window after pressing 'Play' on the launcher, please ensure that you have tried the following troubleshooting steps:

  • First of all, please be advised that the initial loading of the game can take some time depending on your system specifications. For higher end computers it can take anywhere up to 15 minutes for the first load to complete, for machines approaching or below our recommended minimum specifications it may take much longer. In order to allow initial loading to complete successfully, we would request that you refrain from clicking on the screen, or using the keyboard (including alt-tabbing away from the client to do something else on your system), as this can interfere with the process and generate misleading Windows error messages.

  • You may need to play the game in windowed mode. A quick shortcut is to press Alt + Enter to toggle the game between Fullscreen and Windowed mode. This can specifically help those of you experiencing tiny or invisible game windows, or the "Out of Range" or "Input not supported" error messages.

  • Please check the system requirements of Star Wars: The Old Republic, especially if your graphic card supports "Pixel-Shader 3.0" or higher.

  • Ensure that your graphics card drivers are updated. For instructions on how to update your Graphics card please see here. If your drivers are up to date, you may have success installing a previous driver version.

  • You should make sure that you have the latest version of DirectX installed on your system.

  • You should check that you have the latest Service Pack and Windows Updates installed for your operating system, including optional updates such as .NET Framework and Visual C++ features.

  • Run the game as an administrator.

  • Make sure that you have added swtor.exe and launcher.exe as firewall exceptions.

  • Check that you do not have any unnecessary third party software running in the background which may interfere with the running of the game.

  • If the above troubleshooting has not resolved the issue, you may need to adjust your in-game resolution manually to match your monitor. To do so, locate the client_settings.ini file.

    Never modify this file if you are not experiencing this issue. Incorrect modification of this file can create problems with your client installation.

    You can do so as follows:
    1. Press the [Windows] Key + [R] at the same time. (The [Windows] key is the key with the Windows icon on it)
    2. Copy the following in to the text box and press ok: %localappdata%\swtor\swtor\settings
    3. Open the client_settings.ini file and ensure the following are displayed within, or edit/add if so required:
      • FullScreen = false
      • D3DFullScreen = false
      • RefreshRate = 60
      • Width = 1280
      • Height = 720
    4. Save and close the file.
    5. Start the game as normal.
    6. Change graphic settings within the game as desired.

If you are still encountering this issue after checking all of the above, please contact Customer Support.
Please include a DXDiag of your system and a description of the exact error encountered.

  • EA_Nils's avatar
    EA_Nils
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    10 years ago

    4. Disconnection errors


    If you are experiencing issues connecting to the game or are having problems related to connection quality, please check the following:

    1. At the time of writing your message our servers may have been in maintenance mode. Please check the Server Status page for updates.

    2. Restarting your client (or simply logging out and then back in again) could temporarily clear lag for you.

    3. You may need to allow the launcher (launcher.exe) and game client (swtor.exe) to communicate through your firewall. Please see here for further information on how to configure your firewall.

    4. If you are having trouble selecting a server, you may need to open specific ports on your router. The port numbers which are needed by Star Wars: The Old Republic can be found here.

    5. You may try power-cycling your router by turning its power off waiting 30 seconds and then turning it back on again.

    6. If you utilise a VPN for your connection, you would need to ensure that the game is allowed to communicate through the VPN. If you are using a proxy server, please ensure that it is configured correctly in Internet Options.

    7. Are you using a wired or a wireless connection on your computer? If it’s the latter, you could try connecting your computer directly to your router using a wired connection to see if it improves the performance of the game? Wireless network connections can be prone to reduced signal quality when compared to a wired connection on the same network. The reasons for this could be related to:
      • The quality of your wireless device and/or router
      • Interference from other wireless signals
      • Physical obstructions between your devices which reduce the wireless signal quality
    8. Please be aware that simultaneously downloading large amounts of data while trying to play the game may lead to a reduction in the performance of the game. Please try disabling any applications which may be utilizing excessive amounts of your bandwidth.

    9. If you utilize traffic management software, this can sometimes interfere with or block the game from connecting to the servers. If you have this type of issue, and have programs like this running then you can try disabling them to see if it resolves the issue.

    10. You can try closing down any unnecessary applications that may be running in the background. You can check the applications tab and processes tab in Task Manager to see what programs are currently running.
    • EA_Nils's avatar
      EA_Nils
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      10 years ago

      5. Login service unavailable

      You may see this message for several reasons. Here are some troubleshooting steps that might help you logging in the launcher.

      1. Date and Time settings
      2. Safe boot with Networking
      3. Antivirus and firewall settings
      4. Repair Utility
      5. Redownload swtor_setup.exe
      6. Flush your DNS cache

      I) Date and Time settings

      Firstly we would advise you to ensure that your computers and accounts date, time and time zone are set correctly on both your Windows clock settings and BIOS clock.
      If they aren’t, the necessary encryption or authentication may fail.

      II) Safe boot with Networking

      We would like to recommend that you restart your computer in Safe Mode with Networking enabled.

       
      Spoiler
       
      • Press the Windows Key + R
      • Type ‘msconfig’
      • On the system configuration window select the ‘Boot’ tab (If you are using Windows XP, please select the 'Boot.ini' tab)
      • Under the Boot Options section, select the ‘Safe Boot’ and ‘Network’ options. (If you are using Windows XP, please select the ‘/safeboot’ option)
      • Press OK or Apply and restart your computer.
      While your computer is running in Safe Mode with Networking, please start the Launcher again and begin the patching process. This should allow you to complete the patching process successfully. Please note that if you are using a Windows Firewall you do not have to disable it to follow and complete this workaround.

      Once you have tried this workaround, please follow the previously mentioned steps again, taking care to de-select the safe boot options in order to restart your computer once more in the normal way.

      III) Antivirus and firewall settings

      Anti-Virus software can also cause issues launching the game. There are a number of different anti-virus software variations out there, so we’ve included some general steps below that might help:

      1. Open your anti-virus software menu and check that ‘swtor.exe’ and ‘launcher.exe’ are NOT in a quarantine list or deletion list.
      2. Add swtor.exe and launcher.exe to your anti-virus ‘safelist’.

      If you are unsure on how to do either of the above steps then you should contact the manufacturer of your anti-virus software.
      In addition, we recommend use of Microsoft Security Essentials for virus protection. It has been tested for compatibility with the SWTOR launcher. If using other anti-virus software, please make sure you’re running the latest version of it.

      You may need to allow the launcher (launcher.exe) and game client (swtor.exe) to communicate through your firewall. For the Windows firewall you can check the following guide:

      For third-party firewalls, please refer to the software manufacturer for specific instructions on adding exceptions to those firewalls.

      IV) Repair Utility

      The easiest step in order to fix a broken or corrupted launcher is to follow the advice in the Launcher Troubleshooting Guide here. 

      V) Redownload swtor_setup.exe

      If FixLauncher did not help with this issue, please click here.

      A new window will open, asking if you want to run or save a file named “SWTOR_setup.exe”. Click on “Save”. The download will then start.

      Once the file is downloaded, double click on the file to launch it (SWTOR_setup.exe). A security warning may pop up asking if you want to run the file, please click on “Run”.
      Please then follow the instructions to install the game, this will overwrite your launcher files, but should not require a full download of the game client.
      Once the installation is complete, please try launching the game again.

       
      VI) Flush your DNS cache

      If your are still having issues, we would like to recommend you to flush your DNS Cache. (When doing this make sure you run the cmd as administrator.) Please click on the spoiler button below to find out how:

       
      Spoiler
       
      1. First hold the windows key on your keyboard and press the R key.
      2. When the run window appears type CMD into the box and press enter.
      3. When the CMD window opens type ipconfig /flushdns.
      When you have done this correctly, you should see the message "Successfully flushed the DNS resolver cache".
      If the issue still persists after performing all these troubleshooting steps, please create a thread with your most recent launcher log. By default the folder containing these files is located here:
      • For 64 bit Operating Systems - C:\Program Files (x86)\Electronic Arts\BioWare\Star Wars - The Old Republic\logs
      • For 32 bit Operating Systems - C:\Program Files\Electronic Arts\BioWare\Star Wars - The Old Republic\logs

      Log example : launcher_20120501.Log

      • EA_Nils's avatar
        EA_Nils
        Icon for Community Admin rankCommunity Admin
        10 years ago

        6. Unable to retrieve patch data

        This is most likely a connectivity issue. You will find below some troubleshooting steps:

        1. Restart your computer
        2. Router
        3. Try to connect with a cable
        4. Firewall
        5. Update your drivers
        6. VPN
        7. TraceRoute and PathPing

        I) Restart your computer

        "Refreshing" your connection might help with this issue. Restarting your PC is a good way for your connection to establish a fresh connection, especially if it has been active for a prolonged period of time.

        II) Router

        Much like the internet connection, restarting your router or modem is a good way to refresh your computer’s internet connection if it has been running for an extended amount of time.

        If you are having trouble selecting a server, you may need to open specific ports on your router. If these ports are not open this may prevent you from accessing the game successfully.*
        The port numbers that are required to do this are 80, 8995, 12000-12999 and 20000-30000 (TCP).*
        For specific information on how to open these ports on your particular router, please consult the router product manual or the manufacturer’s website directly.

        III) Try to connect with a cable

        Are you using a wired or a wireless connection on your computer? If it’s the latter, you could try connecting your computer directly to your router using a wired connection to see if it improves the performance of the game? Wireless network connections can be prone to reduced signal quality when compared to a wired connection on the same network. The reasons for this could be related to:

        1. The quality of your wireless device and/or router
        2. Interference from other wireless signals
        3. Physical obstructions between your devices which reduce the wireless signal quality

        IV) Firewall

        You may need to allow the launcher (launcher.exe) and game client (swtor.exe) to communicate through your firewall. For the Windows firewall you can check the following guide:

        For other third-party firewalls, please refer to the software manufacturer for specific instructions on adding exceptions to those firewalls.

        V) Update your drivers

        Your connection could also be affected by your hardware drivers (especially those for your network card) being out-dated. It’s also important to be sure that your operating system is fully up to date and has all available service packs installed. Windows updates for Windows XP, Windows Vista and Windows 7 are available at http://windowsupdate.microsoft.com/
        (Please note that we are not responsible for content on external sites)

        You will find more information here.

        VI) VPN

        If you utilise a VPN for your connection, you would need to ensure that the game is allowed to communicate through the VPN. If you are using a proxy server, please ensure that it is configured correctly in Internet Options.

        VII) TraceRoute and PathPing

        If none of the above help you with this issue, we would ask you to create a thread and to provide us with a TraceRoute and a PathPing.
        In order to generate these files, please complete the following:

         
        Spoiler
        Press Windows Key + R, enter ‘cmd’ and press Enter. In the command window, please type in the following command:
        • tracert xxx.xxx.xx.xxx > C:\tracert.txt
        Please replace ‘xxx.xxx.xx.xx’ by the relevant server IP. A file ‘tracert.txt’ will be created on your local drive C:, which will contain the trace route information.
        • If you play on an East Coast server: 159.153.92.28
        • If you play on a European server: 159.153.72.252
        In order to get the pathping information from your connection, in the same command window, please type in the following command:
        • pathping -n xxx.xxx.xx.xxx > C:\pathping.txt

        Paste that information at the bottom of your post using the Spoiler tag. You can find this on your edit bar above, it's the 5th button. 

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