October 2015 - last edited November 2017 by EA_Kipling
Welcome to the Common Issues and Solutions sticky thread 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 check out the Help Center.
October 2015 - last edited December 2015
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.
I) 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.
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:
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:
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 guides:
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.
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.
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.
October 2015 - last edited October 2015
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.
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.
After you have edited your antivirus software configuration, please download the Repair Utility as explained in the Launcher Troubleshooting Guide here. This will assist you in repairing your installation.
October 2015 - last edited June 2017 by EA_Kipling
3. Black screen issues, and tiny or invisible game window
If you are experiencing a black screen, or a tiny or invisible game window after pressing 'Play' on the launcher, please ensure that you have tried the following troubleshooting steps:
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.
October 2015 - last edited December 2015
4. Disconnection errors
If you are experiencing issues connecting to the game or are having problems related to connection quality, please check the following:
October 2015 - last edited October 2015
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.
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:
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) 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:
Log example : launcher_20120501.Log
October 2015 - last edited October 2017 by proxos666
6. Unable to retrieve patch data
This is most likely a connectivity issue. You will find below some troubleshooting steps:
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:
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.
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.
October 2015 - last edited December 2015
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.
October 2015 - last edited December 2015
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.
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:
Next, they will also have to proceed with these steps for the emails on their Star Wars: The Old Republic account:
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.
October 2015 - last edited December 2015
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:
You can also find a large amount of further information related to billing and subscriptions by visiting our Help Center.