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Top 10 Issues and Solutions: Updated June 14th, 2013

STAR WARS: The Old Republic > English > Customer Service
Top 10 Issues and Solutions: Updated June 14th, 2013
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Nehsa
07.05.2012 , 07:43 AM | #1 Click here to go to the next staff post in this thread. Next  
Welcome to the Top 10 Issues and Solutions sticky thread! We're updating this thread regularly to provide you 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, please have a look at our Issues and Solutions database here.

  1. Launcher issues
    I’m having trouble installing/patching the game.

  2. Antivirus false positive
    My antivirus software prevents me from installing/patching/launching the game.

  3. Black screen issues
    When I click on ‘Play’ I get a black screen.

  4. Disconnection errors
    I’m being disconnected from the game on a regular basis (Error 9000, Error 4001, etc.).

  5. Login service unavailable
    Upon logging in the Launcher, I receive a ‘Login service unavailable’ error message.

  6. Unable to retrieve patch data
    When patching the game, I receive an ‘Unable to retrieve patch data’ error message.

  7. Late/missing Cartel Coins
    I’m having issues when attempting to subscribe with PayPal.

  8. Friends referral issues
    I’m having issues referring a friend and/or receive an error ‘You’ve referred the maximum number of friends available at this time’.

  9. Payment failure
    My payment method was rejected.

  10. Security Question and Answer issues
    I can’t remember my Security Questions and/or Answers.

Nehsa | BioWare Customer Service - Forum Support

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Nehsa
07.05.2012 , 07:45 AM | #2 Click here to go to the next staff post in this thread. Next  
1. Launcher issues

Here are some easy to follow steps to help with resolving issues you may have while installing/patching the client or if the launcher is not working as it should.
  1. FixLauncher
  2. Run as Administrator
  3. Check your computer’s time and date
  4. Antivirus and firewall settings
  5. Redownload swtor_setup.exe
  6. .NET Frameworks and Windows Update
  7. Safe boot with Networking
  8. Create a new User Profile
  9. Launcher performance with Google Chrome

I) Fixlauncher

The easiest step in order to fix a broken or corrupted launcher is to use the FixLauncher.exe. This will not affect any game client files you have already downloaded.
To do so, double click on the FixLauncher.exe file located by default in:
  • For 32 bit Operating Systems - C:\Program Files\Electronic Arts\BioWare\Star Wars - The Old Republic\
  • For 64 bit Operating Systems - C:\Program Files (x86)\Electronic Arts\BioWare\Star Wars - The Old Republic\

II) Run as Administrator

In order to launch the game you need to set the launcher to run with Administrative privileges.
To do so, right click on the launcher.exe file located by default in:
    • For 32 bit Operating Systems - C:\Program Files\Electronic Arts\BioWare\Star Wars - The Old Republic\
    • For 64 bit Operating Systems - C:\Program Files (x86)\Electronic Arts\BioWare\Star Wars - The Old Republic\
  • Select 'Properties'
  • Click on the 'Compatibility' tab and check the box at the bottom under 'Privilege Level' where it says 'Run this Program as an administrator'
  • Click Apply and OK.

III) Check your computer's time and date

This step is particularly recommended if you receive the “The login Service is unavailable” error message. Make sure your computer’s time and date are set correctly on both your Windows clock settings and BIOS clock. If they are not, the authentication or the necessary encryption may fail.


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


V) Redownload swtor_setup.exe

If you are having trouble completing the patching process or logging on to your server please visit this page. 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.

If, after this, you are still getting an error while patching you will unfortunately need to fully uninstall the game client and then begin the process anew.


VI) .NET Frameworks and Windows Update

Please ensure that you have the latest Service Pack and Windows Updates installed for your operating system including the optional updates such as .NET Framework and Visual C++ features. This is very important to ensure the stability of the recent games.


VII) Safe boot with Networking

If you are experiencing issues during patching where one of your Main Assets seems to be stuck in a patching loop, preventing you from successfully patching the game we would recommend that you restart your computer in Safe Mode with Networking enabled.

Spoiler

VIII) Create a new User Profile

A number of players have been encountering an issue since the recent 1.3.2. patch where the launcher will close when they attempt to open it. We have identified that some players who are affected by this issue have found that creating a new Windows User Profile will help them to resolve the issue.

Spoiler
If none of the above helped you with your issue, please see the Launcher Troubleshooting Guide for more in-depth troubleshooting steps.


IX) Launcher performance with Google Chrome

It has recently come to our attention that the SWTOR Launcher can be negatively impacted by certain versions of Google Chrome. If you experience the launcher running slowly and have Chrome open, please reduce the number of open tabs or close the browser completely.


Nehsa | BioWare Customer Service - Forum Support

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Nehsa
07.05.2012 , 07:46 AM | #3 Click here to go to the next staff post in this thread. Next  
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 perform either of the above steps or still encountering issues then you should contact the developer of your Anti-Virus software.

After you have edited your antivirus software configuration, please try the following steps in order to repair your installation:
  • Run Launcher.exe and select the repair tool (the cog wheel icon in the bottom left-hand corner), if the file exists in the installation directory. By default those folders would be:
    • For 32 bit Operating Systems - C:\Program Files\Electronic Arts\BioWare\Star Wars - The Old Republic\
    • For 64 bit Operating Systems - C:\Program Files (x86)\Electronic Arts\BioWare\Star Wars - The Old Republic\
  • If you cannot run the launcher.exe, please run the FixLauncher.exe from the aforementioned folder instead and after that completes, run the launcher again.
  • If neither file exists, please download the setup.exe from the website and run it.
  • Please note that if you are using Bitdefender, you may need to restart your computer before running the repair.

Nehsa | BioWare Customer Service - Forum Support

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Nehsa
07.05.2012 , 07:46 AM | #4 Click here to go to the next staff post in this thread. Next  
3. Black screen issues

If you are experiencing a black screen 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.

  • 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. For further details please check here.

  • 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.

  • You may need to play the game in windowed mode, or to adjust your in-game resolution to match your monitor.
    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 "Out of Range" or "Input not supported" error messages.

    Some people may have to modify the default Fullscreen option. 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
    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.

Nehsa | BioWare Customer Service - Forum Support

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Nehsa
07.05.2012 , 07:46 AM | #5 Click here to go to the next staff post in this thread. Next  
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:
    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

  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.

Nehsa | BioWare Customer Service - Forum Support

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Nehsa
07.05.2012 , 07:47 AM | #6 Click here to go to the next staff post in this thread. Next  
5. Login service unavailable

You may see this message for several reasons. Here are some troubleshooting steps that might help you logging in the laucher.
  1. Date and Time settings
  2. Safe boot with Networking
  3. Antivirus and firewall settings
  4. Delete Patch Folder
  5. FixLauncher
  6. Redownload swtor_setup.exe
  7. 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

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) Delete Patch Folder

The "Patch" folder should only appear when the game is running. First close the laucher and go to the game installation folder located by default in:
  • For 32 bit Operating Systems - C:\Program Files\Electronic Arts\BioWare\Star Wars - The Old Republic\
  • For 64 bit Operating Systems - C:\Program Files (x86)\Electronic Arts\BioWare\Star Wars - The Old Republic\
If you see the "Patch" folder when the launcher is closed please delete it.


V) FixLauncher

This issue may also be caused by a missing or corrupted file. The easiest step in order to fix a broken or corrupted launcher is to use the FixLauncher.exe. Please note that this will not affect any game client files you have already downloaded.
To do so, double click on the FixLauncher.exe file located by default in:
  • For 32 bit Operating Systems - C:\Program Files\Electronic Arts\BioWare\Star Wars - The Old Republic\
  • For 64 bit Operating Systems - C:\Program Files (x86)\Electronic Arts\BioWare\Star Wars - The Old Republic\

VI) 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.


VII) 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

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

Nehsa | BioWare Customer Service - Forum Support

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Nehsa
07.05.2012 , 07:47 AM | #7 Click here to go to the next staff post in this thread. Next  
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 and 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

Paste that information at the bottom of your post using the Spoiler or Code Tags.

Nehsa | BioWare Customer Service - Forum Support

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Nehsa
07.05.2012 , 07:47 AM | #8 Click here to go to the next staff post in this thread. Next  
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: http://www.swtor.com/support/helpcenter/7068

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 than an hour, please create a ticket or post on the forums 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.

Nehsa | BioWare Customer Service - Forum Support

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Nehsa
07.05.2012 , 07:48 AM | #9 Click here to go to the next staff post in this thread. Next  
8. Friends referral issues

There was an issue recently with sending out invitations to your friends through the "Friends of Star Wars: The Old Republic" referral program.

If you are trying to send an invitation to your friend and receive the error message "You've referred the maximum number of friends available at this time. Please try again later." even if you have not used all the invitations, please ask the friend you are trying to invite to follow the steps below:
  • Log into www.ea.com with their Origin or EA Account Email address
  • Click on the Username in the upper right corner on the screen
  • Now select “Contact Preferences”
  • Tick the box “Contact me about EA´s products, news, events and promotions”
Once your friend has followed these steps please try to send an invitation again.

You may find more information about the Friends of SWTOR Trial Program in this help center article.

Nehsa | BioWare Customer Service - Forum Support

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Nehsa
07.05.2012 , 07:48 AM | #10 Click here to go to the next staff post in this thread. Next  
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

  2. No Active Subscription error
    Spoiler

  3. Payment Declined
    Spoiler
  4. Error Code NU2001
    Spoiler


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


Nehsa | BioWare Customer Service - Forum Support