Game Update 6.1.4c does not load game

[proxos666]

@Idseva 

If you press the windows key and type reliability you can open the reliability history and look at what errors are getting reported 

also if you attach the Client logs (the ones in : C:\Program Files (x86)\Electronic Arts\BioWare\Star Wars - The Old Republic\swtor\retailclient\swtor\logs) that will help too

[proxos666]

@Idseva 

have you tried to play under a clean boot to see if any change ? https://support.microsoft.com/en-au/help/929135/how-to-perform-a-clean-boot-in-windows

[Idseva · Accepted solution]

There wasn't anything in the Windows 10 logs. Plus the swtor log folder does not existing, I assume that is because I reinstalled the game and I was not able to boot it since.

However, good news, your second post led me to a solution.

The issue appears to be a Crtrix System Inc. service. It is a tool we are using since March. It allows us to connect remotely to our work PCs.

If I disable the service, SWTOR boots.

[proxos666]

@Idseva 

Good to hear you found a cause, i will pass back about the citrix service you found.

Do you know what version of citrix workspace you are using ? i just looked and i have citrix workspace installed here for work too ....

I am using version 20.10.0.20 and i cant find that entryprotect injection service , i do have the other one being the updater service

[Idseva]

I am running version 20.9.6.34. I'll try updating to 20.10.0.20 this week to see if the latest version has the same problem.

[maulkosh]

I am having the same issue.  I tried running it on an older computer using Windows 7 and ended up with the same issue I am having on my newer computer with Windows 10.  Even tried the full uninstall and reinstall but once it finished updating still cannot get past the "Play" button.  I am glad to see this isn't just a me issue.  Hope this gets fixed soon.

[proxos666]

@maulkosh 

Post a dxdiag per https://answers.ea.com/t5/Troubleshooting-Guides-Info/Guide-Posting-a-DxDiag/td-p/4832663/jump-to/fi...

[Leftyleap]

Windows 7 professional 64 bit..  was working fine til the update.... cannot progress after pressing "play".  the software just closes before it opens.   I did a complete uninstall and reinstall with anti virus and protections off.. no good.   PS I don't have anything citrix related running.

[proxos666]

@Leftyleap 

Right mouse click on the game shortcut , select properties and then go to the compatibility tab and tick disable desktop composition and then press ok 

start the launcher and see if the game launches

[Idseva]

@proxos666 

Sorry for the late reply. I was scared to reactivate that Citrix service since I got everything working.

Well, I reactivated that service with the latest Citrix version and the problem reoccurred. The moment I disable that service SWTOR works again.

I hope this information helps the devs.