Launcher works but exe can't connect to server

swampfoxib · February 2015

I'm posting here since the escalations team hasn't been able to help me figure this one out and I'd like to see if more eyes on the problem will help me find an answer.

My launcher will connect to the server and can download and install ESO with no problems. It can download any and all news feeds from Zenimax, and it will download and install patches and updates.

<img src="https://us.v-cdn.net/5020507/uploads/FileUpload/c8/e03044e444b69f0dad4dcb522ecebb.png" />

When I run the game the exe loads and goes through the introduction sequence (which is downloaded and stored locally) until it comes to the login screen. At this point the program can't connect to the server, the location where news normally displays on the login screen states that it cannot load the news and when I try to log in the exe throws the 201 error immediately upon my entering my username and password.

<img src="https://us.v-cdn.net/5020507/uploads/FileUpload/3c/8205c1dfd925d5504047fd9354de83.png" />

There have been connectivity issues with the Internet I was on when this first started happening, and had been for a week before this started happening, but ever since it started it no longer matters where I am or how I connect to the Internet, or how good or bad the connection is, this problem persists.

Also, I have had this computer and another computer side by side trying to connect over the same wifi connection, this one failed while the other had no issues. I have also had this computer run other online games with no issues, so the problem is only with ESO.

I have gone through every solution the customer support team has on file, ranging from adjusting my antivirus software to turning it off, modifying the launcher to operate in or out of compatibility mode, deleting or modifying some log files... and the problem persists.

I've also uninstalled and deleted all files related to the game and Zenimax then downloaded and reinstalled everything multiple times and from multiple locations in multiple states (Colorado and Texas) with no success. It also does not matter if I download and install the North America server exe, the European exe, or the PTS. All fail equally.

Between what I have done already, and what I have compared alongside my computer I know the issue resides somewhere within this laptop and not in the internet connection nor within my ESO account. But I haven't had any luck in tracking down this bug.

Now I bring this issue to the community in hopes that someone among you might have a fresh perspective that can help me get back in-game (As I've been unable to connect except the one time I used a friend's computer about two weeks ago).

System Details:
Computer: Laptop: ASUS Republic of Gamers GL551JM
OS: Windows 8.1, 64bit
Ram: 16GB
Procesor: Intel i7 2.5GHz

Thanks all! May the sun warm your scales until I may join you once again in the fields of Tamriel.

ZOS_GaryA · February 2015

Hey there @swampfoxib,

Thanks for posting all of the background information, it helps a lot!

Working from the point that two computers side by side are not having the same issue, we can rule out an issue with the network itself. Based on that, we have a few steps that may be helpful to this issue!

First, the issue may be with the host file on the computer that is experiencing an issue. If the host file contains a certain line, it may actually block you from connecting to the lobby based on some of the changes that have been made to the servers. Here's how to edit that document:

. Open the Run menu by pressing the Windows key and R.
2. Type in the following command to the runbox: notepad c:\windows\system32\drivers\etc\hosts.
3. Once Notepad has opened the file, search for the line that contains the following information: ##.##.##.## launcher.bethesda.net.

Please note that the # represents the numbers of the direct IP Address.
4. Delete that entire line from the Hosts file.
5. Save the changes but do NOT use "Save As" because this will change the Hosts file's extension.

Second, we've had an issue in the past where the Windows user profile had an issue that prevented connections at various points in the game. As this is the case, we'd like you to try creating a new windows user profile to see if this resolves the issue. Here are the steps for that:

create a new user profile account on Windows 7.
1.To open User Accounts, click theStartbutton, click "Control Panel", click "User Accounts and Family Safety", and then click "User Accounts".
2.Click Manage another account. If you're prompted for an administrator password or confirmation, type the password or provide confirmation.
3.Click "Create a new account".
4.Type the name you want to give the user account, click an account type, and then click "Create Account".

Once you have created the new profile, press Start, click the arrow next to Shut Down, and choose Log Off. Then log in to the new administrator account you've created. From there, try launching the game and let us know if it works!

swampfoxib · February 2015

Thanks for responding @ZOS_GaryA,

The first suggestion you gave me didn't work because I couldn't find the file. There was a file in that location, by that name, but when I opened it (And I had to search it out through Finder) it revealed itself as an example file. It explained what that file was and how to modify it.

<img src="https://us.v-cdn.net/5020507/uploads/FileUpload/45/87e68688d433c3c945dee4d50aaf2c.png" />

As far as I can tell that file doesn't exist (I do have hidden files shown)

The second suggestion likewise did not work. First, I am running Windows 8.1, not Windows 7 so I don't know if that would change things. But I did create the new acount anyways, and found the program and ran it. The same issue existed on the new account with a clean install that existed before.

swampfoxib · March 2015

For anyone else who comes across this issue, I have finally found the solution myself.

In Windows 8.1 you can go into your settings and re-install Windows 8.1 without losing your files, and with maybe a loss of 50% of your apps. The programs can be re-installed of course but whatever went wrong to create the issue gets reset by the re-install and the process generates an HTML file on the desktop that lists all of the apps that were removed so you can reinstall them.

apantoliani · March 2015

ZOS_GaryA wrote: »

Hey there @swampfoxib,

Thanks for posting all of the background information, it helps a lot!

Working from the point that two computers side by side are not having the same issue, we can rule out an issue with the network itself. Based on that, we have a few steps that may be helpful to this issue!

First, the issue may be with the host file on the computer that is experiencing an issue. If the host file contains a certain line, it may actually block you from connecting to the lobby based on some of the changes that have been made to the servers. Here's how to edit that document:

. Open the Run menu by pressing the Windows key and R.
2. Type in the following command to the runbox: notepad c:\windows\system32\drivers\etc\hosts.
3. Once Notepad has opened the file, search for the line that contains the following information: ##.##.##.## launcher.bethesda.net.

Please note that the # represents the numbers of the direct IP Address.
4. Delete that entire line from the Hosts file.
5. Save the changes but do NOT use "Save As" because this will change the Hosts file's extension.

Second, we've had an issue in the past where the Windows user profile had an issue that prevented connections at various points in the game. As this is the case, we'd like you to try creating a new windows user profile to see if this resolves the issue. Here are the steps for that:

create a new user profile account on Windows 7.
1.To open User Accounts, click theStartbutton, click "Control Panel", click "User Accounts and Family Safety", and then click "User Accounts".
2.Click Manage another account. If you're prompted for an administrator password or confirmation, type the password or provide confirmation.
3.Click "Create a new account".
4.Type the name you want to give the user account, click an account type, and then click "Create Account".

Once you have created the new profile, press Start, click the arrow next to Shut Down, and choose Log Off. Then log in to the new administrator account you've created. From there, try launching the game and let us know if it works!

You had me at hosts and I love you forever, sir.