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Launcher Troubleshooting Guide (OUTDATED)

STAR WARS: The Old Republic > English > Customer Service
Launcher Troubleshooting Guide (OUTDATED)
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Nehsa's Avatar


Nehsa
12.13.2011 , 06:13 AM | #1 Click here to go to the next staff post in this thread. Next  

*** Update ***

Please note that the information in this thread is outdated, please have a look at the updated launcher troubleshooting guide instead.


Hello all,

Here we have included common troubleshooting steps for issues encountered with the launcher. If you are having an issue that prevents the game from patching or launching, please attempt the following. If you are still experiencing difficulty after doing all that is provided here, please create a post detailing your issue. Please use the guidelines here, when requesting assistance.

Things to Check
Other Issues
General Troubleshooting
Further Troubleshooting

Things to Check

Repair

If you are receiving an “Error occurred updating” message, followed by a “Repair” link, please click the Repair link.

Repair Does Not Work

If Repair does not work and you consistently receive ‘corrupt source’ or ‘unknown file’ errors in your Launcher logs, please try the following:
  • First of all please download the setup file then run it.

    If this has not helped with your situation, please follow on with:
  1. Run chkdsk
  2. Run Windows Memory Diagnostics
  3. Disable overclocking of CPU and/or memory
  4. Confirm the CAS Latency setting of your memory in BIOS is correct
  5. Confirm the voltage setting of your memory in BIOS is correct
  6. Update your Ethernet drivers
  7. Set your computer’s sleep setting to ‘Never’
  8. Disable any screensavers
  9. Flush your DNS cache
While some applications are tolerant of minor file corruption, the SWTOR Launcher is not. Its incremental patching process requires that the source file be pristine in order to apply a patch. Some of you are having consistent issues with corrupted or unrecognized files.

Some users have found that when downloading patch files outside of the Launcher, the files are corrupted on their hard drive. This indicates potential file system issues, which is why we recommend running chkdsk.

Some users have discovered they had hard drive corruption issues or faulty memory and after repairing/replacing the defective components they were able to successfully patch. Others found that removing RAM that tested good has allowed them to patch. We believe this may be due to subtle interactions between their motherboard and RAM, possible voltage under specifications when multiple RAM slots are in use. We do not recommend that you try this unless you are experienced in dealing with computer hardware. Incorrectly handling computer components can cause irreparable damage or can possibly void certain manufacturers warranties.

Still others were able to patch after altering their virus scanner settings, overclocking settings, or power options.

In the case of the flushing of DNS cache, this is simply to rule out the possibility that you are connecting to a CDN (content delivery network) server that has bad data. You are having this issue only if you see this error in your Launcher logs: "ERROR Reliable source serving corrupt data".

To run chkdsk via the Windows Command Prompt:
• Open the Windows Start Menu
• Type ‘cmd’ in the ‘Search programs and files’ field and press enter
• Type ‘chkdsk <drive >:’ where the drive is the letter of the drive you are installing to, e.g. ‘chkdsk c:’, and press enter
• If errors are detected you can repair using the ‘/r’ option, e.g. ‘chkdsk c: /r’
To run chkdsk via the Windows GUI (Windows 7):
• Select ‘Computer’ from the Windows Start Menu
• Right-click on the drive you are installing to and select ‘Properties’
• Select the ‘Tools’ tab
• Under ‘Error Checking’ select ‘Check now…’
• If errors are detected, you will be promted if you wish to repair
To run Windows Memory Diagnostics:
• Download the Windows Memory Diagnostic tool from http://oca.microsoft.com/en/windiag.asp
• Run the tool according to Microsoft’s directions
• If errors are detected, please remove/replace the affected memory
To disable CPU/memory overclocking, refer to the instructions for your motherboard or overclocking utility.

To set your sleep/display settings (Windows 7):
• Open the Windows Start Menu
• Select ‘Control Panel
• Select ‘Power Options’
• Set your plan to ‘High Performance’ or if you have a custom plan, change the ‘Put the computer to sleep:’ to ‘Never’
To flush your DNS cache:
• Open the Windows Start Menu
• Type ‘cmd’ in the ‘Search programs and files’ field and press enter
• Type ‘ipconfig /flushdns’ and press enter

Other Issues

If you did not receive an error in the launcher and/or were not given the option to Repair, please check the following as they are known to resolve a number of issues:

• Please ensure that the date on your computer is correct (date, time and timezone)
• Run 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:
o For 32 bit Operating Systems - C:\Program Files\Electronic Arts\BioWare\Star Wars - The Old Republic\
o For 64 bit Operating Systems - C:\Program Files (x86)\Electronic Arts\BioWare\Star Wars - The Old Republic\
• Set the launcher to run with Administrative privileges. To do so, right click on the launcher.exe file located by default in the locations above.
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', then click Apply and OK.
• Restart the launcher


General Troubleshooting Steps
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: http://windows.microsoft.com/en-US/w...ndows-Firewall. For other third-party firewalls, please refer to the software manufacturer for specific instructions on adding exceptions to those firewalls.

Anti-virus software

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 up 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 virus scanning software, please make sure you’re running the latest version.

Router Settings

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 fixes downloading errors with the launcher. 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

Occasionally you might find that your router set-up might be affecting your ability to access the game. You may need to open specific ports which are needed by Star Wars: The Old Republic. The port numbers which are needed can be found here. If you are unsure on how to do this then please refer to the guide/manual of your specific brand of router.

Administrator Settings

Depending on the set up of your operating system you may need to be the administrator of the PC that you are running the game from. Please check these settings by doing the following:

• Windows XP Administrator Settings
1. Open up your desktop Start menu then click on the ‘Control Panel’ to open it.
2. Click ‘User Accounts’
3. Click on your username.
• Windows 7 Administrator Settings
1. Open up your desktop Start menu then click on the ‘Control Panel’ option to open it.
2. Click ‘User Accounts’ (you may need to click on the ‘User Accounts and Family Safety’ option first).
3. Click on ‘Manage User Accounts’.
If you are set as the administrator of the PC you will see ‘Administrator’ by your username. If you are not the administrator, please try the following:
• Edit your user account and set yourself up as the Administrator for it.
• Contact the Administrator User of the PC (this may be the case with shared or office computers).
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.

Proxy Settings

If you are working from a LAN(Local Area Network) for example on a College Campus, please check with the provider to make sure the connection will allow communication between the client and servers.

If you have recently been connected to a LAN network using a Proxy Server and are now no longer working from this you will need to disable the proxy settings:

1. Open the Control Panel
2. Click on Network and Internet
3. Select Internet Options
4. Select the Connections Tab
5. Click the LAN settings button
6. Tick the box to Automatically detect settings
7. Click ok to accept your changes

Third-party Applications

Close 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 and close them from there.


Further Troubleshooting

Hopefully the above troubleshooting information has helped to resolve your issue. If there is still an issue with your launcher that is preventing patching or gameplay, please create a post detailing your issue. You can also send an email to our friendly Customer Support Droids at support@swtor.com.



Nehsa | BioWare Customer Service - Forum Support

Conveeyor's Avatar


Conveeyor
01.12.2012 , 06:02 PM | #2 Click here to go to the next staff post in this thread. Next  
*** UPDATE January 13th ***

Quote: Originally Posted by JovethGonzalez View Post
Hi everyone,

It appears that some of you who are still experiencing slow download speeds may have altered your hosts files (if you have not altered anything, and are still experiencing slow downloading issues, please respond to this post).

To all users who have altered their hosts files to point cdn-patch.swtor.com to a specific IP address,


PLEASE REMOVE this line from your hosts file!


This undermines the load balancing done by the Content Delivery Networks (CDNs) and results in individual download servers being overloaded.

As reported previously, the corrupt content which had been present on the CDNs last week has been removed.

The symptoms being reported on this thread after 12/27 DO NOT indicate corrupt data on the CDN, but instead corruption on the local disk. You can tell bad data on CDN from bad data on your local disk by examining your Launcher log.


If you see this error in your logs, you have received bad data from the CDN:

“ERROR Reliable source serving corrupt data”

The Launcher uses checksums to validate data on the CDN. If it detects bad data, it will retry multiple times until it connects to a CDN server with good data. There is no way the Launcher will ever retrieve bad data from CDN. If you find yourself with this error, please perform a ‘ping cdn-patch.swtor.com’ (please see details on how in this post) and report the resulting IP and post your Launcher log in this thread with the message “I received the ERROR Reliable source serving corrupt data message and here is my information” and we’ll investigate immediately. You can flush your DNS to force your PC to resolve this address again to get a new source server by typing ‘ipconfig /flushdns’ in a command window (click the Windows start button and type CMD).


If you see these errors in your log, you’ve had file write corruption on your local disk:

“ERROR Corrupt Source detected in…”
“ERROR File info: Missing…”


Most users when they receive this error are able to successfully use the Repair feature, but we are aware that some users are encountering repeated corruption and cannot successfully repair. We are continuing to investigate this issue, but we have still found no common thread to users receiving these errors except for those which determined that they had bad memory or hard disks and replaced/removed/fixed the bad hardware.

Other users have reported removing RAM and having success patching, leading to reports on this board that the Launcher cannot run successfully with more that 3.5GB of RAM on 64-bit versions of Windows. This is not the case; the vast majority of players using 64-bit Windows are actually running with 4GB of RAM or greater (in some cases 12-16GB of RAM) without issue. We believe the actual issue here are very subtle hardware issues which are not being turned up by memtest86 or other diagnostic tools.

As an example, we have had one reproducible case of the corrupt source error internally. In that instance, the user’s CAS Latency (memory) setting in their BIOS was incorrect. We’ll be adding that to the list of things to check. We also encourage users to make sure their memory voltage is set properly in BIOS (some recent motherboards under-volt memory).

We’ve also seen users report success after disabling various programs, but we’ve tested the top 20 or so virus protection programs (commercial and non-commercial) as well as every application that users reported having disabled on the forums and have been unable to reproduce source corruption with any of them.

We may reach out to some of you individually for more detailed information about your systems in the coming days and whenever we find verifiable fixes, we will message them to the forums.

In the meantime, again, please remove any hosts file settings pointing to specific CDN servers, as we cannot guarantee the validity of those servers going forward.

Thank you

Conveeyor | BioWare Customer Service - Forum Support

Naugor's Avatar


Naugor
01.22.2012 , 11:27 AM | #3 This is the last staff post in this thread.  
*** Update January 22nd ***

A message from the development team:


BioWare is actively monitoring the forums regarding patching issues and investigating problem reports whenever we find actionable information or can request that information from a user.

Our recommendation to check memory and hard drive integrity is based on previous user and internal reports where this has been confirmed to be the cause. We do not expect this will solve everyone’s problems, but so far it has been the most frequent cause of issues leading to recurrent patching. Validating hardware can be a time-consuming process, but we recommend taking this step first.

As we’ve messaged previously, the SWTOR Launcher uses a differential patching method which requires 100% data integrity. This differs from other patching solutions which update pieces of files with new data. The advantage is smaller patches but it can exacerbate existing hardware issues which may not be evident in other games or in daily use of your PC.

Based on our internal testing so far, we’d like to clear up some misinformation:
  • The “ERROR Corrupt Source detected” error (found in your Launcher logs) indicates that the Launcher has detected a corruption in a file on the hard drive. This error indicates that the data was downloaded and patched correctly, but then was corrupted either when writing or reading the file on the hard drive. The reproducible cases of this error have, as noted above, been traced back to either bad RAM, incorrect RAM or unstable overclocking BIOS settings, or bad hard drives. But we continue to investigate other potential causes, including interactions with other software on user PCs.

  • “Corrupt Source” errors are only reported at the point that a file is being patched. It is possible to have a file that has been corrupt for days or weeks, but it will not be reported as corrupt until we release a patch that patches the data in that file. You can manually verify the integrity of your files at any time by pressing the “Repair” button in the settings menu of the launcher. Repair performs a byte-by-byte scan of every file and verifies their integrity.

  • Larger patches contain more data and thus are more likely to cause problems for users already experiencing “Corrupt Source” problems. The fact that different files are corrupted at different times – and that file corruption has been observed by users even when downloading through alternate means – indicates corruption issues are outside of the Launcher. Note also that file copies are far less intensive than what the Launcher does. That’s why some users can copy files from a PC which does patch successfully and play the game.

  • We do not recommend copying the installed and patched files from other PCs. However, if you do use the copy method, you should always copy the following directories and files in their entirety: “Assets” directory, “swtor” directory, and all .version files in your “Star Wars – The Old Republic” directory. If all the necessary files are not copied, you will likely experience game instability. The “Corrupt Source” errors will likely recur when a new patch is released and require a Repair. Prior to using this copy method we strongly urge users to test their PCs first to eliminate hardware errors as a source of problems.

  • The “Unknown File” error some users have seen is a less common issue. We believe the cause is another application holding a lock on the indicated file. We’ve been unable to reproduce this behavior with any combination of software, including all major antivirus software, which is the most likely cause. We’re adding additional retry logic to attempt to address this issue, but if you see this error in your logs, we do recommend updating your antivirus software to the latest version. Other users have seen success after a restart (which might result in an offending application being shutdown).

  • Some users have reported that removing Java or installing a different version of Java has cleared up their patching issues. While Java may be causing other issues with the OS, Java is not a component of the Launcher and should not affect the behavior of the Launcher itself, regardless of the version installed or whether it is installed at all. Users who find that removing Java or clearing their Java temporary files folder allows them to Patch may also want to run a malware or anti-virus scanner on their system as the Java temporary file storage is a well-known vector for attack.

  • Some users have indicated that the Launcher will not work with a 64-bit OS or more than 4GB of memory. Game telemetry shows that a sizable portion of our player population is running a 64-bit OS with more than 4GB of memory successfully (and all of our developers internally run with this configuration). If removing memory sticks from a machine resolves issues with patching, then the most likely cause is bad memory, a bad motherboard connector, or memory configuration (such as incorrect RAM voltages) in BIOS.

  • The “ERROR Reliable source serving corrupt data” error in your Launcher logs indicates that the CDN (Content Delivery Network) node that you connected to has corrupt data. The issue with bad data on CDNs on 12/25-12/26 was resolved and we are actively looking for any recurrences. Note that the Launcher will attempt to re-download that file from the CDN server multiple times; it will NOT attempt to apply patch data that has been detected as corrupt during download. As we use multiple CDNs, you should switch to a different/good node and can force that using the ‘ipconfig /flushdns’ workaround listed in the Troubleshooting Guide.

  • Repair does work for most users based on our telemetry as well as reports on the forums. That said, 1) you may have to run Repair more than once, especially if you have system issues, and 2) a small percentage of users are not helped by Repair and those users have taken to copying files from friends/other PCs to get going. Again, we encourage anyone for whom Repair does not work to run memory and hard disk tests on their PC.

We understand the frustration and that users would rather be playing than patching, but please be assured that engineers are reading these forum threads and working with Customer Service and users to collect logs and other information to research potential causes for patching failures. Thank you for your patience.
Naugor | BioWare Customer Service - Forum Support