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Login issues post 1.7.3a: Updated April 10th, 2013

STAR WARS: The Old Republic > English > Customer Service
Login issues post 1.7.3a: Updated April 10th, 2013
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Bronholz
04.02.2013 , 10:08 AM | #1 Click here to go to the next staff post in this thread. Next  
Due to this issue being mainly resolve this thread is now being unstuck.

Thanks
======================
Greetings,

Please be advised that we are investigating issues with game start up since 1.7.3a went live.

These issues include, but may not be limited to:
  1. Crash to desktop on start up
  2. "Only a single instance of this application can run" Error message.
  3. Blank server select screen
UPDATE: 10/04
After the Patch today the majority of Crashing issues should now be resolved. We encourage you to keep posting if you are still experiencing the issues above.

UPDATE: 08/04
We have added updated steps for the 'Crash to desktop on start up' issue.

UPDATE: 03/04
Thank you for continuing to provide the information requested below, it has been great help in our investigations.

We are continuing to work on a solution for these issues and we are making progress. We understand the frustration these issues are creating and we apologise for the inconvenience caused by this.

At the moment we don't have a time frame for when this will be resolved.

Thank you.
Bronholz | BioWare Customer Service Forum Support

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Bronholz
04.02.2013 , 04:38 PM | #2 Click here to go to the next staff post in this thread. Next  


In order to resolve this issue, we ask that you follow the below steps exactly. If they are not followed in this order, the file may not execute correctly
  1. Open your task manager (Ctrl+Shift+Esc) and ensure all SWTOR and Launcher processes have been shut down.
  2. Go to http://cdn-patch.swtor.com/patch/Lau...ityP1.76.2.exe. A window will open asking if you would like to save or run the file. Please select save.
  3. When the file has been downloaded, run it. In the Destination folder field, check that it points to your game install location. The folder is located by default at:
    1. For 32 bit Operating Systems - C:\Program Files\Electronic Arts\BioWare\Star Wars - The Old Republic\
    2. For 64 bit Operating Systems - C:\Program Files (x86)\Electronic Arts\BioWare\Star Wars - The Old Republic\
  4. Choose Install, and let it complete.
  5. Once the installation is complete, please try launching the game again.
If you continue to experience issues, please follow the instructions for your specific error message from our Trouble Shooting guide, found here.


Bronholz | BioWare Customer Service Forum Support

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Bronholz
04.03.2013 , 12:03 PM | #3 Click here to go to the next staff post in this thread. Next  
Crash to desktop on start up

As mentioned previously, it has come to our attention that having different Compatibility Modes set for launcher.exe and retailclient_swtor.exe may prevent you from playing the game. Therefore, we HIGHLY recommend that you have Compatibility Mode OFF on both applications; as its not supported. Alternatively, you could ensure that you have the same Compatibility Mode settings on both applications, though this is not our suggested solution and has worked for far fewer people. While we are aware that turning Compatibility Mode off has been communicated before, it is a step that is resolving the issue for other players experiencing this issue.

We have also discovered that having specific libraries loading into a memory above 2GB may be related to your issue. We have discovered that there is an issue with the interaction between SWTOR and Operating systems in some cases. This appears to be related to what your system loads into memory when it starts up, as well as when other applications are launched. Please be aware that we have not found any commonality between systems affected by this issue and we would appreciate if you could try the following steps:
  1. Restart your computer prior to launching SWTOR.
  2. If you still experience difficulties, please restart your computer once more and then turn off any applications that run in the background at start up prior to launching SWTOR. You can check the Applications tab in Task Manager (press ctrl+alt+delete) to see what programs are currently running and close them from there.
  3. Please disable any of the above applications so they do not run at start up and restart your computer prior to launching SWTOR. Each program will have its own instructions on how to disable it from running at start up.
Please note that we are working to provide a solution that will resolve this for everyone, regardless of the system you are playing on. As we mentioned above, ensuring your Compatibility Mode for launcher.exe and retailclient_swtor.exe is one of the most important steps to follow here as even with the permanent solution were working on, having different modes will disallow you from playing!

Until then, we will work to provide more suggestions for quicker fixes in the hope of getting more players back into the game before then.

We will update this sticky when any new information is available.

Again, we appreciate your patience and understanding while we continue to work on finding a solution for you.
Bronholz | BioWare Customer Service Forum Support

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Bronholz
04.08.2013 , 02:55 PM | #4 This is the last staff post in this thread.  
Updated with further information regarding the 'Crash to desktop on start up' issue.
Bronholz | BioWare Customer Service Forum Support