I can't install the game.

Grouuu · April 2018

Hello, i'm doing this post because I bought the game yesterday and I can't install it...

Well, firstly I downloaded the game here : https://account.elderscrollsonline.com/users/account
I got the setup file

and when i'm using it, my computer is freezing and then it crashes always at the same %.

I bought the game on this website and didn't got it by Steam, so I don't know what to do, hope someone's gonna help me

Ashtaris · April 2018

I’m sure someone from ESO’s customer service will be around to help you, but it might help if you posted some details about your system. For example, what version of Windows are you using? Processor? Memory? etc. Did you make sure the drive has enough HD space to install ESO? Did you try running the installer in Administrator mode? (Right click on installer icon, and then select “Run As Administrator”)?

Grouuu · April 2018

Yes, sorry here it is
[img][/img]

I've enough space to install it, and I already tried to run the setup as administrator but nothing changed..

Grouuu · April 2018

no one ?

Ashtaris · April 2018

Well it certainly seems by looking at your system specs that it should be able to support the game. How long did you wait at the point it seemed to be hanging before you gave up? I think at this point, your best bet is to open a ticket through their web support page:

https://help.elderscrollsonline.com/app/home

I’ll also flag someone from the ESO support staff to see if they can give you a hand. @ZOS_BillE , can you help?

Grouuu · April 2018

I've already sent a message to the support, they said that i could get some help on the forum..

ZOS_Bill · April 2018

@Grouuu

There are a few more steps you can take here that may help resolve your installation issue.

Power cycle and then test your network

Turn off your network's modem or router for 10 minutes before rebooting.

Add ESO as an exception to your antivirus software

Each antivirus program is different, and we recommend you view your antivirus developer's website for full instructions on how to add exceptions.

The application files that may require exceptions are:

ESO_launcher: C:\Program Files (x86)\ZenimaxOnline\Launcher
ESO.exe: C:\Program Files (x86)\ZenimaxOnline\The Elder Scrolls Online\game\client\eso.exe (by default)

Some antivirus programs require entire folders to be selected instead of a single file.When this is the case, the file paths below are what players should use. If required by the antivirus program, include all subfolders since every file is critical to run the game.

C:\Program Files (x86)\Zenimax Online\The Elder Scrolls Online\

Forward the game ports

To best access The Elder Scrolls Online you should configure you routers to open the following outbound ports:

All Platforms

TCP / UDP Ports 24100 through 24131
TCP / UDP Ports 24500 through 24507
TCP / UDP Ports 24300 through 24331
TCP Port 80
TCP Port 433

If you are playing the game through Steam, we also recommend that you open the following ports:

TCP / UDP Ports 27000 through 27015
TCP / UDP Ports 27015 through 27030
TCP / UDP Ports 27014 through 27050
TCP / UDP Ports 27031 through 27036
TCP / UDP Ports 27036 through 27037
TCP / UDP Ports 4380

Give ESO and Steam access to Mac

If playing ESO on Mac, you should ensure that both Steam and ESO have access to your machine by navigating to the Security & Privacy menu, selecting Privacy, then clicking on Accessibility and adding them to the list.

Reset the ProgramData folder

If playing on PC, you can also try resetting the ProgramData folder:

Close both ESO and the ESO Launcher.
Open the game's installation directory.
Open the folder named Launcher.
Inside the "Launcher" folder, there is a folder named "ProgramData".
Rename the "ProgramData" folder to "ProgramDataBackup".
Open the launcher and download update.
Click Play.

Ashtaris · April 2018

There you go. I knew that @ZOS_BillE would respond if summoned for help. Thanks!

Grouuu · April 2018

Hello, thanks for the help but it's still crashing... I have not even seen the game's launcher yet, I'm stuck when I start the setup and nothing works

ZOS_Bill · April 2018

@Grouuu

There is one more thing we'd like you to try to get the launcher installed. Please reboot into a selective startup and then try running the installer again. There could be a third party program preventing the installer from finishing.

Grouuu · April 2018

Well thank you, I just tried it but I'm still crashing, the installer is freezing and the setup stop.... I don't know what to do

ZOS_Bill · April 2018

@Grouuu

Please go ahead and get a ticket start with customer support. You will want to include a game consultant report to help investigate what else could be causing the installer to crash.