Re: [INFO] Common Issues and Solutions

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.

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.

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:

• Windows Vista + XP
• Windows 7
• Windows 8 & 10

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:

• 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

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:

• Windows Vista + XP
• Windows 7
• Windows 8 + 10

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:

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. 

7. Late/missing Cartel Coins

Monthly Coin Grants

Your monthly Complimentary Cartel Coins are granted as close as possible to the start of your billing cycle. Sometimes it may take a few extra days for the coins to appear in your account, but we will make every effort to grant them to you as close as we can to the 30-day mark. However, in case of a delay, please wait for 72 hours before contacting us.

More information on Complementary Cartel Coins can be found here.

Please note that the Cartel Coins for your security key are granted independently of your subscription ones. As a result, they will not arrive at the same time.

Purchased Cartel Coins

Cartel Coins purchased directly should arrive in-game almost instantly. You can check your updated balance by clicking the Coin icon in-game or by visiting your Cartel Coin ledger here.

If it is taking longer than an hour, please contact us by phone to let us know. Please include the approximate time that the purchase went through, whether you received a purchase confirmation mail, and whether the coins have appeared in your ledger.

8. Friends referral issues

The Referral Program has been temporarily disabled.

Outdated content has been stored below for reference for when we re-enable it again in the future.

9. Payment failure

For those of you that are receiving a “failed” or an error message in your account subscription status, please have a look at the information provided below:

1. Recurring subscription payment failed
   Spoiler

   I have been notified that my recurring subscription payment has failed, what should I do?
   
   If you receive a notification to say that your recurring subscription payment has failed please make sure that your payment details are fully up-to-date and correct. In order to check this, please log into your account page and select the Subscription option on the right hand side of the page. This will allow you to view and check any information related to your current recurring subscription plan.
   
   If these details are fully correct and updated, but the issue with the recurring subscription payment remains, we would recommend that you make contact directly with your associated bank or card provider to find out why the transaction might have failed.
   
   If you continue to experience an issue with your recurring subscription after trying these troubleshooting steps, please do not hesitate to contact our Customer Service department for further assistance.
2. No Active Subscription error
   Spoiler

   I get a ’No Active Subscription’ error when I log in to the game!
   
   This error message might appear due to out-dated or incomplete Account information.
   In order to make sure that your Account is up to date we would like you to follow these steps:
   

   1. Double-check your registered contact information and billing information.
      Please note that your billing information must match the information expected by your payment provider.
   2. If you have not already done so, please set up 5 security questions to protect your account
   3. Redeem an official Game Product Registration Code here.
      Please note: Your Product Registration Code is the code included with your copy of the game.
   4. Sign up for a recurring subscription or enter a Game Time Code.

   If you are still having issues after following the steps above, please contact Customer Service.
3. Payment Declined
   Spoiler

   I get an error stating my payment has been declined, what should I do?
   
   If a card has been declined, you will need to speak to your credit card issuer in order to find out why the transaction did not complete.
   
   Please note that you can always use one of the other available payment methods located here to renew your subscription.
4. Error Code NU2001
   Spoiler

   If you have successfully purchased coins before, and are now unable to buy more, this could be because there is a limit to the number of Cartel Coin purchases any player may make per day, if you have passed this limit, you will not be able to make more Cartel Coin purchases for 24 hours.
   
   There may be additional restrictions in terms of transaction numbers or spending limits which are imposed by your payment provider and are beyond our control. We would always suggest that you check with your payment provider in cases where there is no clear reason for a transaction to have failed.
   
   For those of you still experiencing issues after going through the steps above please do not hesitate to contact Customer Service by telephone.

You can also find a large amount of further information related to billing and subscriptions by visiting our Help Center.