Game Freezes on Launch (Please post information here!)

ZOS_MichaelD · March 2014

Hello Siegfried,

Here are some troubleshooting steps that will help to isolate the issue. Some of these steps, you may have done already. However, for the sake of the process of elimination, lets run through them. Then we can move on:

1.) Check Graphics Drivers.
2.) Check Windows Updates
3.) Disable or make exceptions in Antivirus Software
4.) Disable or make exceptions in Firewalls

If all that's good, then you would want to make sure the UserSettings.txt is healthy and in the right folder. It must be in:

My Documents/The Elder Scrolls Online/Live

*Note: Windows 8, might have it as simply "Documents"

If your not sure, let us know. We can help you repair it.

If issue persists, then you may want to reinstall the game with an Updated Version of the installer. Revisit the accounts page at https://account.elderscrollsonline.com/login and sign in. Once you've signed in, click the Download Game button.

If the issue STILL persists, you may have some background programs, interfering with the Launcher. To test this, try running the game in Selective Startup.

Selective Start Up

This will turn off the startup programs, and most of the services that the computer doesn't need to run. Let's give the following a try:

1) Click Start, and type msconfig on the Search Box
2) Right-click on the msconfig.exe program and choose Run as administrator
3) To place your computer into Selective Start up:
a. On the General Tab at the top, click on the Selective Startup Radio Button
b. Uncheck" Load startup items"
4) Click on the Services Tab at the top
a. On the Services Tab check the Hide all Microsoft Services check box at the bottom
5) Click the Disable all button at the bottom
6) Click Apply, then click OK
7) Restart your computer

When your computer comes up again, you will be in Selective Start Up. Try the game again, and see if you have different results. Once you have tried the game, if everything works fine, then one of the service or startup programs was causing the issues you were seeing.

Once you have finished this troubleshooting, you should turn selective startup back off. This is done by opening the msconfig window again, and selecting the Normal startup radio button. Click Apply, then click OK, and restart your computer again.

If we are not mistaken, you mentioned you have MalwareBytes installed. This would be a good time to scan as well. Also, Malwarebytes is a good spyware / malware scanner. However, its not the best. Very few can match up to a Good Full Version Antivirus. Use a "google" search for one of preference.

If none of this Troubleshooting works, you will need to make a support ticket to investigate the issue further. Please let us know if this is the case.

Siegfried_Greymane · March 2014

All I have is MalwareBytes; I'm still able to run Secret World and every other game via Steam. I bought this directly from ESO so I am guessing it really is something on their end?

hrdndv_ESO · March 2014

The rep is not saying there is a problem with MalwareBytes. I run MalwareBytes myself. I also run Norton Antivirus, np. What they are saying is that something in your computer is blocking installation. Do the steps they recommend.

Siegfried_Greymane · March 2014

@hrdndv_ESO‌ that comment was in response to your prior comment, not the devs. I didn't see the devs until after I posted :-)

Bazeric · March 2014

Day 2 still can't even get past launcher. PR better feel compelled to credit some extra play time or I might be asking for a refund.

host.developer log V

Accept queue size of (4)
Response code set [/images/gold/backgrounds/bg04.png:200:0]
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Response code set [/images/gold/backgrounds/bg-cover.png:200:0]
Unable to extract skin file (locale/en.json)
Unable to extract skin file (locale/us.json)
Extracting skin file (locale/en-us.json)
Extracting skin file (workflow.json)
Extracting skin file (locale/en-us.json)
Loading interop library (/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/libdownloader.dylib)
Loading interop library (/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/libpatcher.dylib)
Loading interop library (/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/libMinSpecDetectionInterop.dylib)
Response code set [/images/single/icons.png:200:0]
Patcher Version: 3.5.2.0
Response code set [/images/gold/plate-games-news.png:200:0]
Downloader Version: 3.5.2.0
Solid Core v0.82 () in use (S11)
Cwd [/] [14:10:9F:D4:8A:6B]
Torrent Agent: -SC0082-
Torrent Agent: -SD3520-
Manager state changing from (Idle) to (Start)
Manager state changing from (Start) to (Process)
Response code set [/images/gold/plate-error.png:200:0]
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Response code set [/images/gold/plate-settings.png:200:0]
http://127.0.0.1:49182/applications.js (1622): ---- Trying to clean first. ----
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Start file [/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/b63dd60290afc53bd751f6e7538d2790b324743e.patchmanifest.partial] [S:0k] [E:0k] [P:0k]
Checking manifest (/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/b63dd60290afc53bd751f6e7538d2790b324743e.patchmanifest) (25 to 25)
http://127.0.0.1:49182/applications.js (1154): ---- The Elder Scrolls Online (NA) changing state: 1 ----
http://127.0.0.1:49182/applications.js (1154): ---- The Elder Scrolls Online (EU) changing state: 1 ----
http://127.0.0.1:49182/applications.js (1154): ---- The Elder Scrolls Online (PTS) changing state: 1 ----
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http://127.0.0.1:49182/main.js (149): -=-US
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http://127.0.0.1:49182/cache.js (28): ---- Cache File Load Start ----
Start file [/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/a9dd6ff070f316b1e0ae1d082da204d7bf300c19.patchmanifest.partial] [S:0k] [E:0k] [P:0k]
http://127.0.0.1:49182/cache.js (34): ---- Cache File Load Success ----
http://127.0.0.1:49182/applications.js (1154): ---- The Elder Scrolls Online (EU) changing state: 0 ----
http://127.0.0.1:49182/applications.js (1154): ---- The Elder Scrolls Online (PTS) changing state: 0 ----
Checking manifest (/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/a9dd6ff070f316b1e0ae1d082da204d7bf300c19.patchmanifest) (28 to 28)
Response code set [/images/patcher/button-normal.png:200:0]
Start file [/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/28d1fa1c05b781b31f974b3b8667b2744e5fbe74.patchmanifest.partial] [S:0k] [E:0k] [P:0k]
Checking manifest (/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/28d1fa1c05b781b31f974b3b8667b2744e5fbe74.patchmanifest) (30 to 30)
Start file [/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/e4ecaf56585d7ba70d2df656be53b873720c7920.patchmanifest.partial] [S:0k] [E:0k] [P:0k]
Checking manifest (/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/e4ecaf56585d7ba70d2df656be53b873720c7920.patchmanifest) (26 to 26)
http://127.0.0.1:49182/applications.js (1154): ---- The Elder Scrolls Online (NA) changing state: 0 ----
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http://127.0.0.1:49182/applications.js (156): ---- deleteing local storage ----
http://127.0.0.1:49182/applications.js (1154): ---- The Elder Scrolls Online (NA) changing state: 1 ----
Start file [/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/a9dd6ff070f316b1e0ae1d082da204d7bf300c19.patchmanifest.partial] [S:0k] [E:0k] [P:0k]
Checking manifest (/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/a9dd6ff070f316b1e0ae1d082da204d7bf300c19.patchmanifest) (28 to 28)
Start file [/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/28d1fa1c05b781b31f974b3b8667b2744e5fbe74.patchmanifest.partial] [S:0k] [E:0k] [P:0k]
Checking manifest (/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/28d1fa1c05b781b31f974b3b8667b2744e5fbe74.patchmanifest) (30 to 30)
Start file [/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/e4ecaf56585d7ba70d2df656be53b873720c7920.patchmanifest.partial] [S:0k] [E:0k] [P:0k]
Checking manifest (/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/e4ecaf56585d7ba70d2df656be53b873720c7920.patchmanifest) (26 to 26)
http://127.0.0.1:49182/applications.js (1154): ---- The Elder Scrolls Online (NA) changing state: 0 ----
http://127.0.0.1:49182/applications.js (156): ---- deleteing local storage ----
http://127.0.0.1:49182/applications.js (1154): ---- The Elder Scrolls Online (NA) changing state: 1 ----
Start file [/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/a9dd6ff070f316b1e0ae1d082da204d7bf300c19.patchmanifest.partial] [S:0k] [E:0k] [P:0k]
Checking manifest (/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/a9dd6ff070f316b1e0ae1d082da204d7bf300c19.patchmanifest) (28 to 28)
Start file [/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/28d1fa1c05b781b31f974b3b8667b2744e5fbe74.patchmanifest.partial] [S:0k] [E:0k] [P:0k]
Checking manifest (/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/28d1fa1c05b781b31f974b3b8667b2744e5fbe74.patchmanifest) (30 to 30)
Start file [/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/e4ecaf56585d7ba70d2df656be53b873720c7920.patchmanifest.partial] [S:0k] [E:0k] [P:0k]
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http://127.0.0.1:49182/applications.js (1154): ---- The Elder Scrolls Online (NA) changing state: 0 ----
http://127.0.0.1:49182/applications.js (1154): ---- The Elder Scrolls Online (NA) changing state: 4 ----
http://127.0.0.1:49182/applications.js (1320): ---- Repair clicked: manual patch start ----
http://127.0.0.1:49182/applications.js (241): ---- clearing patch data ----
Start file [/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/a9dd6ff070f316b1e0ae1d082da204d7bf300c19.patchmanifest.partial] [S:0k] [E:0k] [P:0k]
Checking manifest (/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/a9dd6ff070f316b1e0ae1d082da204d7bf300c19.patchmanifest) (-1 to 28)
Checking manifest (/Applications/ZeniMax Online/Launcher.app/Contents/MacOS/ProgramData/Host.58ed1e82b7551dd15c3b0f1af11902ddb790fc01/a9dd6ff070f316b1e0ae1d082da204d7bf300c19.patchmanifest) (-1 to 28)
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Checking SHA1 f

Bazeric · March 2014

Hmmm.... is there a character limit? The rest of my post seems to have vanished?

Here's the rest sans developer log just in case.

Launcher.Settings V

{"maxFileWriteRate":0,"maxFileReadRate":0,"maxUploadRate":0,"maxDownloadRate":5242880,"webEnabled":true,"p2pEnabled":false,"region":"US","language":"en-us","ESO_DownloadingTime":1393683397124,"minimizeToSystemTray":false,"showPublicTest":false,"ESO_AutoUpdateSetting":"0","ESO_AutoLaunchSetting":false,"zosLastError":"","ESO_Beta_EU_RegionCheckFlag":true,"ESO_Live_AutoUpdateSetting":"1","ESO_Live_AutoLaunchSetting":false}

ZeniMax Online Folder V

The Elder Scrolls Online Folder Info V

Siegfried_Greymane · March 2014

@ZOS_MichaelD‌ Ran all of those steps, still no luck. The only one I didn't do was reinstall, since I've done that 3 times since 10 AM yesterday. I have also had a support ticket logged since about noon yesterday. I have not been contacted.

jacobjones3333ub17_ESO · March 2014

I've had this issue since two beta tests back and after I sent an email with my MsInfo and my DxDiag I never got a response back here at 29 days later

Siegfried_Greymane · April 2014

@jacobjones3333ub17_ESO‌ So you're telling me they aren't going to respond, and if they do, the problem's definitely on my end despite being able to run every other game I own?

madrew55 · April 2014

The launcher doesn't work at all on my PC or my Mac Ive uninstalled and downloaded over and over and none of the launch to download the game??

Siegfried_Greymane · April 2014

SUCCCCCEESSSSSSSS!!!! I ran Razr Game Booster on it and it fixed it! It must have been am issue with my Graphics Card????????

jacobjones3333ub17_ESO · April 2014

Siegfried_Greymane wrote: »

@jacobjones3333ub17_ESO‌ So you're telling me they aren't going to respond, and if they do, the problem's definitely on my end despite being able to run every other game I own?

That's kinda what it seems like right now

Siegfried_Greymane · April 2014

I would give my left nut to whoever made Razr GameBooster, which I got through Iobit AdvancedSystemCare.

hrdndv_ESO · April 2014

LOL... Congratulations!
I felt the same way when I finally got mine fixed.

ZOS_MichaelD · April 2014

Hey Siegfried,

Sorry for the late response! I'm glad Game Booster solved your issue. If it was a Graphics Issue, it most likely updated your Drivers. I believe the troubleshooting steps included that. Whatever the case, we are glad its fixed for you.

However, there may be more serious problems on your computer, if your only using Malwarebytes. We responded to the support ticket you sent. If you wish to troubleshoot further, and be proactive, we may be able to prevent future problems. Please contact us there, if you wish.

Otherwise, enjoy the game!

gregfroadb14_ESO · April 2014

-host.developer.log file attached.
-launcher.settings file type not allowed as an attachment.
-Folders inside "Zenimax Online": "Launcher", "The Elder Scrolls Online", "uninstall"
-"The Elder Scrolls Online" size:30.4GB(32,716,438,074 bytes) contains: 255 files, 8 folders

1) NA
2) NA
3) NA
4) Tried both, at this point it is a new install.

KhemSihr · April 2014

I need help, for some reason its not loading the game when I click play on the launcher after its done downloading the updates. What do I do?

sickboy2808 · April 2014

Nooooo i got the Launcher problem also.I had this with the last Beta and couldnt play at all,now when im supposed to be able to play, the game just crashes on me.. Im on the EU server and it wont even load..What can i do??

Also where the heck is the New Post button on this forum?? It has vanished on me LOL

Moonraker · April 2014

PsilocybirX wrote: »

I need help, for some reason its not loading the game when I click play on the launcher after its done downloading the updates. What do I do?

Try launching the game directly and see if it works that way;

Program\ Files\ \(x86\)/Zenimax\ Online/The\ Elder\ Scrolls\ Online\ EU/game/client/eso.exe

Cidia · April 2014

Game crashes after start-up

Crash Report: ====================================================================
eso has stopped working.
====================================================================

[reporter]
version = 0.01

[extra]
ProductName = eso
Version = eso.live.1.0.0.956792
branch = live
char.account = Cidia-Royale
char.alliance = 0
char.name = LocalPlayer
client.executablebits = 32
client.mode = login
client.renderertype = D3D11
client.session_start_timestamp = 2014-04-01T12:38:16.766Z
client.time_since_load = 0
client.timestamp = 2014-04-01T12:39:21.536Z -frme 5582-
client.uptime = 64.7
computer.name = MCWWANG-PC
computer.user = MCWWang
cpu.arch = 0
cpu.count = 12
cpu.level = 6
cpu.type = 586
data.depotid = 4000
data.dir = G:/The Elder Scrolls - Online/The Elder Scrolls Online/depot/
data.syncm = databuild
data.version = 0.win.0.live.956792
exe.buildnum = 956792
exe.opt = release
exe.reltype = public
exe.type = client
gfx.description = 9.18.13.2078
gfx.deviceid = 4488.156963038.161
gfx.driver = NVIDIA GeForce GTX 690
gfx.vendorid = 4318
globby.address = 198.20.200.23
globby.port = 24504
loc.world = Pregame
loc.worldid = 138
loc.zone = Pregame
login.address = 198.20.200.23
mem.current = 507
mem.peak = 507
mem.physical = 16300
os.osbits = 64
os.platform = windows
os.version = 6.1.7601.Service Pack 1
ptime = 0
realm.depotid = 0
realm.id = 4000
realm.name = NA Megaserver
reportfield.ver = 3
version.major = 1
version.patch = 0
version.subpatch = 0

Btw:

It will not let me upload launcher.settings file.
The total of the folder is 30.4 Gigabytes. Im trying to play on the early release. I bought the Imperial Edition.

You can also help us by providing answers to these four questions:
1. Which environment were you patching when this happened? NA, EU, PTS? I don't know, but im trying to play in NA
2. What region are you actually in geographically? Australia
3. What environment(s) are now showing in your patcher? NA, EU, PTS Im not patching.
4. Is this a brand new install or is it being patched up from a previous version? Brand new Install

michael5 · April 2014

Crazybrandonian wrote: »

Same,keep getting error 302 when trying to install, now onto my 7th install attempt @ 22gig download per try. Starting to get sick and tired now, will be asking for a refund before long because I didn't pay £70 to be ignored and unable to access content I've paid for.

I think we have to wait for months before they fix all the bugs, may be we should have wait for one month after release to buy this game. For most of us who pre purchase and can't play the game, it's the same as throw money out of the window (at least the money for 5 days early access and 1 month access), they would never refund.

I actually have high hope that it will be good game but now I can't even play. I'm disappointed, I think many people would feel the same.

Bazeric · April 2014

Day 3 here on Mac still crashes when I hit the PLAY button in the launcher. I've done all the suggestion.

1.NA
2.NA
3.NA
4. Patched

Since there isn't any meaningful help for this problem on Mac where's PR and my compensation for the time I've missed? I think another free month is do for this. If not then consider yourselves -1 paying customer. I didn't spend $80 for Error Box software.

joaodn · April 2014

madrew55 wrote: »

The launcher doesn't work at all on my PC or my Mac Ive uninstalled and downloaded over and over and none of the launch to download the game??

Same, already turn off my anti virus/fire wall, even changed my anti virus nothing

i look on the internet and watched this video.

http://www.youtube.com/watch?v=sPWStTzCZQY

my problem is the same as this guy, but mine didnt work im using avast anti-virus now

michael5 · April 2014

jacobjones3333ub17_ESO wrote: »

Siegfried_Greymane wrote: »

@jacobjones3333ub17_ESO‌ So you're telling me they aren't going to respond, and if they do, the problem's definitely on my end despite being able to run every other game I own?

That's kinda what it seems like right now

my laptop can run all the games that I install so far include old and new games, big or small games. But ESO is the first game ever that I paid but doesn't run.
ESO must be special don't you think?

DanzibarBrasil · April 2014

I posted here yesterday ... It's easy ..... In ZeniMax folder icon .... Client ... client .... Access sub-folder for the game .... that icon and it will work normal .. ..

vudoo15 · April 2014

ZOS_JordanH wrote: »

While we investigate functionality issues with the launcher, there are a few pieces of information you can provide us with. You can respond in-thread with your information:

Firstly, if you would, attach these 4 files:

1. host.developer log file
Can't find this

2. Launcher.Settings file (located in the \Zenimax Online\Launcher directory)
Can't find this

3. A screenshot of your \Zenimax Online folder or a listing of any subfolders in your \Zenimax Online folder

4. A screenshot of a right click + properties of the The Elder Scrolls Online or The Elder Scrolls Online EU folder to determine the size of the data you currently have.

1. Which environment were you patching when this happened? NA, EU, PTS?
2. What region are you actually in geographically?
3. What environment(s) are now showing in your patcher? NA, EU, PTS
4. Is this a brand new install or is it being patched up from a previous version?

Answers:
1. NA
2. NA
3. NA
4. Brand new install

vudoo15 · April 2014

Every time I hit play on the launcher I would see a crash. Here is my crash report

ï»¿[reporter]
version = 0.01

[extra]
ProductName = eso
Version = eso.live.1.0.0.956792
client.executablebits = 32
client.mode = startup
client.renderertype = OPENGL
client.session_start_timestamp = 2014-04-01T14:41:02.334Z
computer.name = vus-macbook-pro
computer.user = vutrinh
cpu.count = 2
data.dir = /Applications/Zenimax Online/Launcher.app/game_mac/pubplayercli
exe.buildnum = 956792
exe.opt = release
exe.reltype = public
exe.type = client
fe.code = 6
fe.descrip = Client Fatal Error
gfx.description = Intel HD Graphics 4000 OpenGL Engine
gfx.deviceid = 0.0.0
gfx.driver = 2.1 INTEL-8.24.11
gfx.vendorid = 0
mem.physical = 16384
os.platform = mac
os.version = 13C64
reportfield.ver = 3

Moonraker · April 2014

@vudoo
I posted details of how to find the various files request on Mac on here.
You have clicked the actual Launcher.app here for Get Info, not the The Elder Scrolls Online folder they requested.

But from that shot there is something seriously wrong with the Launcher size. It should be 60.6MB not 8GB+!!!!

I suggest to Trash the existing Zenimax Online folder including that Launcher and desktop shortcut. Then redownload the Mac Installer from the Account page link:

http://elderscrolls-a.akamaihd.net/products/BNA_Launcher/Install_ESO.zip

Follow the instructions ensuring you select the correct region. Then the Launcher should auto launch. Quit it and check again the Launcher installed size:

/Applications/ZeniMax Online/Launcher

It should be about 60.6MB.

If it is, then launch again and follow the normal Install process (click under Game Options and see what happens. it takes a while to create the temporary install folders starting in depot then will commence download.

Post here how it goes.

KhemSihr · April 2014

Moonraker wrote: »
PsilocybirX wrote: »

I need help, for some reason its not loading the game when I click play on the launcher after its done downloading the updates. What do I do?

Try launching the game directly and see if it works that way;
Program\ Files\ $x86$/Zenimax\ Online/The\ Elder\ Scrolls\ Online\ EU/game/client/eso.exe

I tried this. But still nothing. I hit Ctrl + Alt + Delete to check out Task Manager if it is firing up. And it is. But it sits at 216,000K and the launcher is at 386,000K. I know when you run the Launcher and click Play the Launcher is supposed to automatically close and the game is suppose to pop up and start playing. But in this case it dose not.. Instead the Launcher stays. But the Game never starts up..
Even doing what you said didn't work. And turning off my Firewall including my Avast Anti Virus does nothing also... Please help?

addappt · April 2014

I had the issue of hard freeze/lock when pressing the play button that meant I had to reset. After checking all drivers and updates and running a game repair. I decided to bite the bullet and do a fresh install of windows. I copy and pasted the zenimax game folder to and from a second drive once I had reinstalled and ran a repair on the game and hit play and it ran perfectly. Just a thought for those having the same issue as me.