Known Technical Issues & Troubleshooting (PC)

ZOS_YigaelK
ZOS_YigaelK
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Thank you for playing The Elder Scrolls Online!

This thread covers technical issues that some users are encountering, and potential solutions. If your problem is not listed, you may want to check the latest patch notes, or try asking on our searchable knowledge base. Our KB covers a wide range of game questions and issues, and can even be accessed in-game by typing /help.

Below, you'll find a list of topics for troubleshooting. Follow the link to be re-directed to the post containing the selected issue or read through this thread to find solutions for technical issues you might encounter during installation, updating and playing the game.


1. Resolving Installation Issues

2. Updating & Downloading.
Includes the following topics:
  • I'm encountering a Patch Manifest error (209/210).
  • My launcher will not start at all, or it gets stuck at “looking for launcher updates.”
  • I’m being told I don’t have enough disc space.
  • Is there anything I can do about slow download speeds?
  • My launcher stopped downloading at XY% giving me the error message: Webget request failed!

3. Unable to Launch Game
Includes the following topics:
  • Pressing the Play button on the launcher and nothing happening ("grey play button")

4. Black Screens & Game Crashes.
Includes the following topics:
  • Black screen
  • Game crashes during cinematic
  • Possible resolution to crashes / lockups / not loading after clicking Play on some laptops

5. Connectivity & Latency Issues (Unknown Error)

6. Computer Crashes & Lock-Ups/Reboots (hardware-sided troubleshooting)


How to...

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  • ZOS_YigaelK
    ZOS_YigaelK
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    Resolving Installation Issues

    1. You need to ensure you have downloaded and installed all optional updates to the .NET Framework and Visual C++, newest Direct X versions, as well as the most up to date video card drivers. A lot of issues with the game can be resolved simply from errors relating to out of date files from any of the above packages.
    • Updates to the .NET Framework are provided by Microsoft and can be acquired on their website in the Download Center. Please search for .NET Framework to acquire the latest version.
    • You can check for the latest version of Visual C++, here.
    • You can find instructions on how to find out what version of DirectX you have currently installed & get the latest version, here.
    • To update your graphic card drivers, please check your graphic card model & version and then go to the respective manufacturer's homepage.


    2. Add exceptions for eso.exe, the launcher and account.elderscrollsonline.com to your Firewall / Anti-Virus-Program. In the event that you use a third party Firewall, make sure the exceptions are added to the Windows Firewall as well.


    3. Run the Installer and/or Launcher as Administrator. Even if you are on an Administrative Profile, you will still need to run the program as Administrator to prevent UAC (User Account Control) from stopping it, if UAC is on.


    4. In the event that you are still having Installation/Updating issues you can try running a clean boot, or selective startup.

    Running selective startup or clean boot isn't necessarily a fix; it's just an attempt to check if the problem exists outside of Windows and the Installer/Game Client. Unfortunately if the problem is due to a corrupt installation, or an issue with Windows’, the error will continue. If the error no longer continues, then a program that starts normally with your computer is to blame.

    If the Launcher/Game installs, updates, and/or runs after a clean boot then we know something on the computer outside of the Operating System and the Game itself is preventing the Game from working properly, narrowing that down may take some time and at this point it may be necessary to submit a copy of your MSInfo file, in txt format, to a Technical Support Agent for assistance.

    If the problem persists after a clean boot, then the issue is either directly related to your installation of Windows or the game installation itself. At this point, you will need to contact a Customer Support Tech Agent; they will need your MSInfo and DxDiag (in .txt format). Normally at this time, we would recommend a Re-Installation as well, as the launcher may be corrupt.
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  • ZOS_YigaelK
    ZOS_YigaelK
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    Updating & Downloading:


    I'm encountering a Patch Manifest error (209/210).
    First, please run the repair tool in your launcher to make sure your installation is up to date and clean.

    If that doesn't help, please follow the steps below to uninstall and reinstall the ESO client (do not uninstall the game from your computer’s Control Panel):

    Uninstall the game client
    1. Select the client on left hand side of the patcher
    2. Go to game options
    3. Select Uninstall

    Install Client
    4. In the launcher Select the client
    5. Click Install


    My launcher will not start at all, or it gets stuck at “looking for launcher updates.”
    Try running the launcher as an administrator. If it still won’t open, try installing the launcher into the default folder, Zenimax Online/Launcher in C:

    If the launcher will open but not update, and you are running as an administrator, you can try disabling your antivirus, firewall, Pop-up blocker, Ad-blocker or webfilter temporarily and try again. Please make sure you re-enable your web protection afterwards!

    We are aware that some players are unable to patch or update the launcher due to their automatic proxy detection.

    • Open Internet Explorer (even if it is not your regular web browser)
    • Open the Tools menu and select Internet Options.
    • Go to Connections tab/LAN settings
    • Uncheck “Automatically detect proxy settings” and hit OK.
    • Press OK again to confirm.

    Alternatively on your Control Panel, click on "Network and Internet" and open Internet Options:

    • Connections Tab: Click on LAN settings. On the LAN settings window, uncheck all the boxes and click on OK.
    • Advanced Tab: Click on Reset and then click on Reset again.

    You may have to restart your computer for the changes to take effect.


    I’m being told I don’t have enough disc space.
    The Elder Scrolls Online client requires 27 GB on the computer's hard drive. At least 60 GB are needed to perform the download and installation operations, and furthermore, a computer needs about 15% of its hard drive space to be empty to run properly. Users whose computers use multiple hard drives or partitions should make sure they select a drive with sufficient space when prompted by the installer.


    Is there anything I can do about slow download speeds?
    If the download and installation process is running slow, there are several temporary solutions:

    First, players should try temporarily disabling the firewall and anti-virus. Default Windows firewalls will come on automatically after others are disabled, so keep in mind that the Windows firewall may need to be disabled, too. Always remember to turn them on again after the download completes.

    Players can also try opening the following ports on their router:
    • TCP / UDP Ports 24100 through 24131
    • TCP / UDP Ports 24300 through 24331
    • TCP / UDP Ports 24500 through 24507
    • TCP / UDP Port 80 and Port 443

    If that doesn't work, they can try bypassing the router and plugging the computer in directly to the internet source to improve download speeds.

    Download speeds are also related to internet connection speed, which can act as a limiting factor. If the overall connection speed seems slow, players can verify it through a third party source like SpeedTest. This site, and many others, will calculate internet connection speed (higher numbers are better). If it turns out that the overall internet connection speed is slow, we recommend the players to contact their Internet Service Provider and have them troubleshoot the connection with them.



    My launcher stopped downloading at XY% giving me the error message: Webget request failed!
    Please let the error sit for about 15 minutes as sometimes the download will resume on its own. Try to close the launcher and run as administrator when re-launching. To run as administrator, go to program files, right-click on launcher.exe and choose: "Run as Administrator".
    If you have a desktop shortcut and try to open the launcher from there, try to run it directly from the program files. Sometimes malware causes the webGet to fail, so running an anti-virus program can fix this issue as well.

    Customers currently using Trend Micro protection software may need to to make sure there is an exception for The Elder Scrolls Online.

    Edited by ZOS_HugoP on August 1, 2014 10:04AM
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  • ZOS_YigaelK
    ZOS_YigaelK
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    Unable to Launch Game


    Pressing the Play button on the launcher and nothing happening ("grey play button").
    There are several factors that could contribute to this issue, so there is not a universal fix. That said, please try the following:
    1. Go to your "My Documents/The Elder Scrolls Online" folder and open the folder in there called "Live."
    2. Check to see if there is a file called "UserSettings.txt" in there.
    3. If there is a file called "UserSettings.txt" do the below.
    4. Open the file "UserSettings.txt" in Notepad, and delete all the content in it.
    5. Copy and paste the text quoted at the bottom of this post.
    6. Save and close the file.
    7. Restart your launcher.
    8. If there is NOT a file called "UserSettings.txt, do the following:
    9. Open the Notepad program and paste in the text quoted at the bottom of this post.
    10. Save the file as "UserSettings.txt" in your My Documents/The Elder Scrolls Online folder.
    11. Restart your launcher.
    SET MouseRawInput "1"
    SET MouseSensitivityFirstPerson "0.50000000"
    SET MouseSensitivityThirdPerson "1.28999996"
    SET MouseSmoothing "0"
    SET InvertMouseWheel "1"
    SET InvertMouseY "1"
    SET InvertMouseX "1"
    SET CachedRLREnabled "1"
    SET CachedReflectionResolution "4"
    SET CachedShadowFiltering "5"
    SET ScreenshotFormat "BMP"
    SET PregameGammaCheckEnabled "0"
    SET HardwareCheckEnabled.2 "0"
    SET SUB_SAMPLING "2"
    SET REFLECTION_QUALITY_v3 "2"
    SET PARTICLE_DENSITY "3"
    SET HIGH_RESOLUTION_SHADOWS "1"
    SET SHADOWS "4"
    SET GAMMA_ADJUSTMENT "112"
    SET VIEW_DISTANCE "1.69000006"
    SET GPUSmoothingFrames "10"
    SET MIP_LOAD_SKIP_LEVELS "0"
    SET RAIN_WETNESS "1"
    SET LENS_FLARE "1"
    SET GOD_RAYS_v2 "1"
    SET ANTI_ALIASING_v2 "1"
    SET AMBIENT_OCCLUSION "1"
    SET COLOR_GRADING_v1 "0"
    SET BLOOM "1"
    SET DEPTH_OF_FIELD "1"
    SET COLOR_CORRECTION "1"
    SET SOFT_ALPHA "1"
    SET DISTORTION "1"
    SET CHARACTER_LIGHTING "1"
    SET DIFFUSE_2_MAPS "1"
    SET DETAIL_MAPS "1"
    SET NORMAL_MAPS "1"
    SET SPECULAR_MAPS "1"
    SET CLUTTER_2D "1"
    SET SIMPLE_SHADERS "0"
    SET WATER_FOAM "1"
    SET VSYNC "0"
    SET MAX_ANISOTROPY "3"
    SET FULLSCREEN_v5 "2"
    SET PreferMaximizedWindow "0"
    SET FullscreenHeight "0"
    SET FullscreenWidth "0"
    SET WindowedHeight "768"
    SET WindowedWidth "1024"
    SET SOUND_ENABLED "1"
    SET FOOTSTEPS_VOLUME "50.00000000"
    SET FOOTSTEPS_ENABLED "1"
    SET SPEAKER_SETUP "0"
    SET BACKGROUND_AUDIO "0"
    SET VO_VOLUME "70.00000000"
    SET VO_ENABLED "1"
    SET UI_VOLUME "70.00000000"
    SET UI_ENABLED "1"
    SET AMBIENT_VOLUME "70.00000000"
    SET AMBIENT_ENABLED "1"
    SET SFX_VOLUME "70.00000000"
    SET SFX_ENABLED "1"
    SET MUSIC_VOLUME "70.00000000"
    SET MUSIC_ENABLED "1"
    SET AUDIO_VOLUME "59.00000000"
    SET AUDIO_ENABLED "1"
    SET TooltipFilter "2"
    SET TooltipNumOptions "2"
    SET EffectsLookupViaBinarySearch "1"
    SET Language.2 "en"
    SET GraphicsDriver.7 "D3D11"
    SET PatchDataPath "game:/GameData/"
    SET CacheDataPath "machine:/Cache/"
    SET GameCameraFirstPerson "0"
    SET AcceptedEULAVersion "2"
    SET DirectionalDamageIndictorVisibleInThirdPerson "0"
    SET CameraFramingTransitionEnabled "1"
    SET SkipPregameVideos "0"
    SET HasPlayedPregameVideo "1"
    SET RangedKillCamera "0"
    SET PlayerKillCamera "1"
    SET LastMonsterKillCamera "1"
    SET MinFrameTime.2 "0.01000000"
    SET ParticlesEnabled "1"
    SET RequestedNumThreads "0"
    SET FreeUnusedGrannyFileSections.2 "0"
    SET IsTrustedMachine "1"
    SET RememberAccountName "1"
    SET AccountName ""
    SET LastRealm "NA Megaserver"
    SET CustomUIScale "1.00000000"
    SET UseCustomUIScale.2 "0"
    SET RollDodgeDoubleTapEnabled "1"
    SET RollDodgeDoubleTapTimeWindow.2 "185"
    SET CameraZoomDistancesSynced "1"
    SET SiegeCameraZoomDistance "6.00000000"
    SET WeaponsOutCameraZoomDistance "2.00000000"
    SET WeaponsSheathedCameraZoomDistance "2.00000000"
    SET MaxNetworkWriteBuffer "10485760"
    SET MaxNetworkReadBuffer "10485760"

    If you're still experiencing any issues, you can try these steps, we request that you send us a diagnostic file using our launcher's Game Consultant feature.

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  • ZOS_YigaelK
    ZOS_YigaelK
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    Black Screens & Game Crashes:


    Black screen
    If you observe a black screen after pressing Play, please refer to the potential fixes detailed below:

    #1. Admin mode
    Right click the ESO launcher icon
    Click Run as Administrator

    #2. Make sure your drivers are up-to-date
    Look at your DxDiag, are your drivers from 2012 or before? Yes? Then they need to be updated.

    To do so:
    • Nvidia Video Cards: http://www.nvidia.com click "Drivers" and choose Option 2: Automatically find drivers for my NVIDIA products.
    • AMD Video Cards: http://www.amd.com click "Drivers & Support" and click the "Find your driver" button.
    • Other Video Cards: You should contact the computers manufacturer for driver updates.
    If after updating your drivers they still appear to be from before 2013, it is possible that the manufacturer stopped producing updates for this model of card

    #4. Make sure that the latest version of DirectX is installed on your system
    You'll find more information here: http://windows.microsoft.com/en-ie/windows/which-version-directx#which-version-directx

    #5. Adjust your video card to run the game at High Performance.

    Nvidia Video Card.
    Open the Nvidia control panel. This can be done usually by clicking the appropriate icon in the bottom right of the computer on the Task Bar. You can also right-click directly on your desktop and you should see Nvidia Control Panel in the list.
    Under 3D settings, select the Manage 3D Settings. The Manage 3D Settings window displays on the right.
    Click the Program Settings tab at the top in the Window on the right.
    Your first step is to select a program to customize. Click the drop down and select eso.exe.
    Your second step shows a list of settings for the program. We need to look for the Feature Power Management Mode and change the option on the right to Prefer maximum performance.
    At the bottom select Apply and close out of the Nvidia Control Panel.
    Now try running the game as administrator

    ATI Video Card.
    Open the Catalyst Control Center. This can usually be done by clicking the appropriate icon in the bottom right of the computer on the Task Bar. You can also right-click directly on your desktop and you should see Catalyst Control Center in the list.
    The Catalyst Control Center will open. In the top right corner is a button that says Preferences. Make sure that Standard View is selected.
    Next, select Gaming, then under Gaming Performance, select Standard 3D settings.
    Move the slider to Optimal Performance.
    Click Apply and close the Catalyst Control Panel.
    Now try running the game as administrator.

    #6. Adjusting the Screen Resolution in the UserSettings File.
    The default location of this file is \Users\*USERNAME*\My Documents\Elder Scrolls Online\live\UserSettings.

    If your native screen resolution is 1080x1920 you need to modify this file as follow:

    From
    SET FullscreenHeight "0"
    SET FullscreenWidth "0"
    to
    SET FullscreenHeight "1080"
    SET FullscreenWidth "1920"

    #7. Try to delete the ShaderCache.cooked file
    The default location for the file is C:\Users\*USERNAME*\My Documents\Elder Scrolls Online\live.

    After that file is deleted, run the game as administrator, and it will recompile that file.

    If the file is missing or empty, it is likely that something is preventing the system from creating that file correctly (which is an issue we are currently investigating).

    Game crashes during cinematic
    Locate the The Elder Scrolls Online game file. This file can normally be found in:

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

    or

    C:\Program Files (x86)\Zenimax Online\The Elder Scrolls Online EU\game\client
    1. Once that file is located, right-click the file and select Properties at the bottom of the list.
    2. Once the Properties window is open, select the Compatibility tab.
    3. Select the option to “Run this program in compatibility mode” and from the drop-down menu select “Windows XP SP3” (it may say Service Pack 3).
    4. Select the option “Always run this program as an Administrator”
    5. For ease of use, right-click the eso.exe file and select “Send To…”
    6. From the subsequent slide-out menu, select “Desktop (Create Shortcut)”.

    This will allow a very easy, quick way of opening a game running in compatibility mode.


    Possible resolution to crashes / lockups / not loading after clicking Play on some laptops:

    Some laptops include Nvidia Optimus Technology, which is basically a GPU switch that starts with an Intel HD4000 and will then switch to another integrated GPU for higher end performance. We are investigating as to whether The Elder Scrolls Online makes the transition or not, and believe that changing Nvidia’s settings may alleviate the issue.

    How to select the preferred graphics processor:

    For the first method, you can right click on the desktop icon for The Elder Scrolls Online and hover over the option "Run with graphics processor." A window will pop up to the right of your cursor. Select the option "High-Performance NVIDIA processor." This option may not be available, as it has to be enabled in the Nvidia Control Panel.
    1. The second method sets up a High Performance profile for The Elder Scrolls Online. This method also works for setting up High Performance profiles on machines with older Nvidia Cards with a minor change; instead of selecting the processor, you select the performance option of High Performance.
    2. Open the NVIDIA Control Panel
    3. Select "Manage 3D Settings"
    4. Select "Program Settings" tab
    5. The first heading is “1. Select a program to Customize:”
    6. a. Click the Add button to the right.
    7. b. Browse to and select the application executable you wish to create a profile for. (It will be “ESO.exe,” located in the directory in which you installed the game.)
    8. The second option is "2. Select the preferred graphics processor for this program:"
    9. a. Click the drop down and select High-performance NVIDIA processor.

    Both of these methods are based on current information posted on Nvidia's support website, and the instructions may be different based on your installed version of the Nvidia Control Panel. We do not guarantee this will fix the graphical errors that are occurring, but believe that it may help.
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  • ZOS_YigaelK
    ZOS_YigaelK
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    The following list is a compilation of several workarounds/fixes that should cover most situations regarding connectivity/latency issues and may be able to help in case of an "Unknown Error":
    • Please make sure that you disable all Add-Ons and remove EsoHead or/and EsoHead mapmarker completely. Restart the client.
    • If you are using a WiFi connection, we recommend that you switch to Ethernet instead - a WiFi connection can be disrupted by many sources, which directly impacts its stability.
    • Make sure the following ports are open in your router settings:
      • TCP / UDP Ports 24100 through 24131
      • TCP / UDP Ports 24300 through 24331
      • TCP / UDP Ports 24500 through 24507
      • TCP / UDP Port 80 and Port 443
      If you don't know how to open ports on your router please refer to the manual included or run a search on Google mentioning your router model. Here's an example for NETGEAR routers.
    • Reset your DNS settings:
      Open the Windows console prompt as an admin ( your console can be found here by default: C:\windows\system32\cmd.exe) and run the following commands:
      • netsh i i r r
      • netsh winsock reset
      • ipconfig /registerdns
      • ipconfig /flushdns
      • ipconfig /release
      • ipconfig /renew
    • Reset your Networks settings:
      • On your Control Panel, click on "Network and Internet" and open Internet Options.
      • Connections Tab: Click on LAN settings. On the LAN settings window, uncheck all the boxes and click OK.
      • Advanced Tab: Click on Reset and then click on Reset again.
      • You may have to restart your computer for the changes to take effect.
    • Make sure to run both the launcher and the game as admin and in compatibility mode for Windows XP-SP3 (the game file is located here: C:\Program Files (x86)\Zenimax Online\The Elder Scrolls Online\game\client\ESO.exe):
      • Right-click the file and select Properties at the bottom of the list.
      • Once the Properties window is open, select the Compatibility tab.
      • Select the option to “Run this program in compatibility mode” and from the drop-down menu, select “Windows XP SP3” (it may say Service Pack 3).
      • Select the option “Always run this program as an Administrator”
      • Confirm these changes by clicking OK and close the window.
      • For ease of use, right-click the eso.exe file and select “Send To…” From the subsequent slide-out menu, select “Desktop (Create Shortcut)”. This will allow you a very easy, quick way of opening a game running in compatibility mode.
    • Include an exception for the ESO.exe file (located here: C:\Program Files (x86)\Zenimax Online\The Elder Scrolls Online\game\client\), the launcher & account.elderscrollsonline.com to your anti-virus software and your firewall.
    Edited by ZOS_HugoP on August 1, 2014 10:03AM
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  • ZOS_YigaelK
    ZOS_YigaelK
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    Crashes & Lock-Ups/Reboots:

    The tips in this article are only recommended for advanced users - Please note the following:
    If you are unfamiliar with PC maintenance, or believe that your warranty may become void for any reason, then please have a trained professional take a look at your PC so that they can complete the following steps:

    1. Make sure that overclocking is turned off for CPU, Graphics Card, and RAM. If you have any hardware that came factory overclocked then return the clock speed to the default setting. Please refer to the manufacturer for the default clock speed.

    2. If your PC was a custom build or built privately please check if the power supply is adequate for your hardware. For information on the power requirements of your graphics card and power supply output please refer to the relevant manufacturers.

    3. If you have noticed that the PC is overheating (using any available temperature monitoring software on your PC ), or the fans are louder on average as they were, then this might be caused by dust. Note that for cooling to occur airflow from the fans should not be blocked.

    4. Please run a memory test to help rule out faulty RAM as a possible cause of the crashing.

    To do a memory test:
    • Go to http://www.memtest.org/
    • Click on "Download (Pre-built & ISOs)"
    • If you want to create a CD or DVD, click on "Download - Pre-Compiled Bootable ISO (.zip)". Make sure that you burn it as a disk image.
    • If you want to put it on a USB flash drive, click on "Download - Auto-installer for USB key (Win 9x/2k/xp/7)", and then open the file and follow the instruction and select your flash drive when prompted.
    • Restart your computer with either the CD/DVD or the flash drive connected.
    • With most systems, you can enter the BIOS by hitting the "Delete" key while the system boots up.
    • In the Boot Device Priority, select your CD/DVD or your flash drive.
    • Memtest should now boot.
    • Once Memtest has completed its scan, note down any errors that occurred. You can stop the scan at any time, but we would advise you run it through at least test number 8.
    • Please let us know if anything else comes up.

    Now you need to boot your computer in selective start-up mode

    To put your computer in selective start-up mode, follow these steps:
    • Click Start, and type msconfig on the search box
    • Right click on the msconfig.exe program and choose Run as administrator
    • To place your computer into selective start up:
    • On the General Tab at the top, click on the Selective startup radio button
    • Uncheck Load startup items
    • Click on the Services tab at the top
    • On the Services tab check the Hide all Microsoft services check box at the bottom
    • Click the Disable all button at the bottom
    • Click Apply, then click OK
    • Restart your computer

    After rebooting your PC in selective start-up mode, please repair your game client
    Edited by ZOS_MichaelM on August 8, 2014 10:10AM
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  • ZOS_YigaelK
    ZOS_YigaelK
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    How to attach a DXDIAG to your post
    DxDiag diagnostic tool which provides detailed information about your computer set up, and this can be extremely useful for troubleshooting technical problems. To obtain a DxDiag, please use the instructions found here.

    These files are very large, often larger than the maximum limit for posts, which will result in them being cut off. So, rather than pasting the contents directly into your post, you should attach the file to your post. You can do this by clicking the “Attach a file” link under where you compose your post.
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  • ZOS_HugoP
    ZOS_HugoP
    ✭✭✭
    We have updated the list of technical issues and their solutions. Please make sure to check it before submitting a ticket or posting on the tech forums, as you may be able to resolve your issue(s) with the information contained here.
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