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Game hangs at Splash screen with rotating icon

STAR WARS: The Old Republic > English > Customer Service
Game hangs at Splash screen with rotating icon
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Ratae's Avatar


Ratae
07.18.2012 , 03:15 PM | #11 Click here to go to the next staff post in this thread. Next  

Hello Rettkar,

Getting stuck on this page, with the spinning cog, usually indicates that there is a connection issue and the client is struggling to contact the server list.

Please take a look at the steps on this page and see if there are any which you havenít yet tried.

Let us know how you get on.
Thank you.
Ratae | BioWare Customer Service - Forum Support

Fols's Avatar


Fols
07.18.2012 , 03:49 PM | #12
Had the same problem just now. Reset my router and it fixed it. However, still can't login to Master Dar'nala...

DotFreelance's Avatar


DotFreelance
07.18.2012 , 04:01 PM | #13
Quote: Originally Posted by Rettkar View Post
Thank you for your response, unfortunately, none of the steps have helped, as I'm still getting the infinately spinning mouse cursor on the splash screen.

I have:
  • Added the whole SWTOR directory to Avast's File System Shield's exclusion list
  • Added the launcher.exe and swtor.exe to Avast's Behavior Shield's exclusion list
  • Removed and re-added launcher.exe and swtor.exe to the Windows Firewall exception list
  • Put my machine in DMZ to ensure every port was open
  • Changed the compatibility modes for both launcher.exe, and swtor.exe to Service Pack 3 compatibiilty (Windows 7 user)
if you are behind a router or gateway, disable windows firewall.
If possible, disable windows firewall and avast and try.
I might even go as far as removing avast temporarily to see if it works. I've seen a number of people have problems with norton, avast and avg on a few game forums.

Don't do anything you're not comfortable with of course. These suggestions are only to help eliminate possibilities.

Rettkar's Avatar


Rettkar
07.19.2012 , 07:13 AM | #14
Quote: Originally Posted by Ratae View Post

Hello Rettkar,

Getting stuck on this page, with the spinning cog, usually indicates that there is a connection issue and the client is struggling to contact the server list.

Please take a look at the steps on this page and see if there are any which you havenít yet tried.

Let us know how you get on.
Thank you.
  • Power cycled the router and modems
  • Killed virtually all non-essential processes (running 40 processes atm)
  • Stopped a bunch of non-essential services
  • Turned off Windows Firewall
  • First shut down, then uninstalled the traffic manager software (Netlimiter)
  • First disabled then uninstalled Avast
  • Flushed DNS cache
  • Hooked the computer directly to the modem, eliminating the router (ensuring the firewall is turned off on the modem, as well)

Still nothing. It is definately a connection issue, though, since if I leave the spinning cog window alone for 30+ mins, it dumps me back to server select screen, so it seems like it's mostly unable to log into any server. I can't think of how I can make my computer more accessible for the game, though.

Ratae's Avatar


Ratae
07.19.2012 , 07:43 AM | #15 This is the last staff post in this thread.  
Hello Rettkar,

I think at this point you need to contact our technical support team who will be able to provide more detailed support that we are equipped to do on the Forum.

Please email them at support@swtor.com Ė please include as much information as possible about the problem and if you could list the steps you have already taken, this will prevent them asking you to repeat troubleshooting.

Also run the launcherDiag utility from your game installation folder. This will create a compressed file containing your MsInfo, Dxdiag and Launcher log files and will be named similarly to this: diag32164694852. Please attach this compressed file to the email.

They will almost certainly ask you for this information, so it will speed things up if you include it now.

Thank you for your cooperation and Iím sorry we havenít yet been able to get you back in the game, but Iím sure technical support will be able to offer you more specialised help.
Ratae | BioWare Customer Service - Forum Support