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BigNakedBob32

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BigNakedBob32
Joined
17 Apr 2009
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1992
Location
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PostedJan 22, 2012 3:11 pm

Having Tech Problems? READ THIS FIRST

Common Issues and How to post so that we can try to help.
This is an attempt to put all the fixes for Eden Eternal's common problems in one place so that people do not have to try and dig though tons of threads and still not find what they are looking for. This also helps keep the forum a bit cleaner. If your issue is not listed here it maybe be something very specific to your computer or network, try the listed fixes first and if they don't work just ask for help in the Tech forums.

How to post for technical support.
When posting a thread regarding your issue please provide the following information so that when people read your problem they can give better solutions.

  1. Clearly state the problem you are having. Do not just say "it's broken" If there is an error message appearing please be sure to include it, this is an incredible help for people trying to help you. If there are no error messages and it is something you can provide a screenshot of please consider providing one.
  2. If your game is crashing or you are having graphical issues please provide us with a copy of your dxdiag so we can verify system requirements and driver installation.
    Posting a dxdiag
    1. Click Start and then Run or use the Search bar in the start menu on Vista/7
    2. Type "dxdiag" and select OK,
    3. When the DirectX Diagnostic tool opens select "Save All Information" at the bottom of the screen and save the file. Remember where you saved it!
    4. Open the file, copy all the info and paste into a post.

  3. If you have already tried some solutions but they have failed to fix the issue please provide us with the ones you have tried so we don't suggest the same fixes more than once.
  4. Remember to be polite, I know it can be frustrating trying to troubleshoot problems but keep in mind the people that are responding are just trying to help.

Before you post please make sure your problem is not a common issue.

Common Issues

Table of Contents
Connection, Downloading and Patching Issues
  • Cannot Connect to Server
  • Trouble Downloading?
  • Patching Fails "HTTP Can't Connect" Error
  • Lag and Disconnections
  • I Cannot Log In, It Says "invalid username and password" but My Info Is Correct
  • Checksum Error
Crashing or Failure to Run Eden
  • Game Crashes After Clicking "Start Game" On Launcher
  • Render Device Error
  • OpenFile Error for LoadDB
  • Game Crashing After Turning UI Cache Off?
  • C++ Runtime error
Graphical Issues
  • Cannot See Server Selection Screen, Other User Interface Disappearing or Flashing
  • My Screen is Glowing A Bright White
  • My Jelly Effect Doesn't Work
  • How To Update Your Video Drivers
  • Missing Textures, Solid Color Items/Characters or Invisible Items/Characters
In Game Problems
  • Trouble Clicking Buttons
  • Cannot Talk In Game



Connection, Downloading and Patching Issues

Cannot Connect to Server

If you receive a "Cannot Connect to Server" error while trying to log in to the game the first thing you will want to do is check to see if we are in maintenance or not. Generally maintenance is held on Wednesday Evenings (PST). You can check the shoutbox on this forum and ask if it is currently maintenance or if other people are having problems. Players are also able to check the status of the Eden servers on GameServerStatus.com.

If the server is not in maintenance and other users are not having issues then chances are the problem is most likely on your end.

First thing you'll want to do is make sure any firewalls or antivirus you are running allows the _Launcher.exe to pass through. Since there are so many different antivirus programs out there I will simply suggest using Google to do a search for "[Your antivirus name] add exception". This will most likely return some helpful results. You may need to do this for any antimalware programs you have running as well, again simple Google "[Your antimalware] add exception or whitelist" and you should find directions on adding exceptions.

Also remember that Windows has its own built in firewall, you may need to manually add an exception for the _Launcher.exe to this firewall.
Adding an Exception for Windows XP Instructions.
Adding an Exception for Windows Vista Instructions.
Adding an Exception for Windows 7 Instructions.
Remember the default location for the _Launcher.exe is C:\AeriaGames\EdenEternal

If the _Launcher.exe is allowed through your antivirus and firewall the next thing you will want to do is run a tracert to the Eden servers. This will map out the connection between you and the server and show any possible trouble nodes along the way. Follow the directions in this thread to do a tracert. Generally if you start getting readings of 300ms or higher you may experience disconnections or not be able to connect properly. Keep in mind that the Eden servers are located in Montreal, Quebec, Canada. If you are in a country that is relatively far from Eastern Canada it is more likely that you will have higher pings.

If your antivirus and firewall allow the _Launcher.exe and the tracert has low pings go ahead and start a new topic in the Technical Issues section of the forums so it can be looked into more thoroughly. Please include the steps you have already tried as well as a copy of the tracert.

Trouble Downloading?

If you are using the Aeria Downloader to download Eden Eternal you may run into an error that involves the downloader getting stuck on the initializing step this is pretty much due to the Aeria downloader relying on the Akamai NetSession Service running. Please read this guide for a simple fix.

If the guide above doesn't fix the Aeria downloader the next thing you would want to try is downloading the game from a mirror. At the bottom of the Eden Download Page you will see a list of mirror downloads, try using one of these to download the latest installer.

If those mirrors aren't working or are going too slow for your taste you can try a Closed Beta mirror listed in this thread.
These mirrors are from closed beta but they will still update to the latest patch.

In the event those mirrors fail or you prefer a torrent you can also download the Eden Eternal installation using this torrent.
Torrent contains December 5, 2011 installer. If you use the torrent please continue to seed after you complete the download.

Patching Fails "HTTP Can't Connect" Error

The "HTTP Can't Connect" error is caused by two things, either the connection is so slow that it times out or something is blocking your launcher from accessing the patch server.

If you are having trouble patching and are receiving the "HTTP Can't Connect" error pictured above there are a couple things you will want to check.

  • First you will want to follow the directions in this thread. After modifying the Launchermod.ini as stated in the aforementioned link try running the launcher again.

  • Second, If you are still experiencing this error after modifying the LauncherMod.ini you will want to check your Antivirus and Firewall to make sure they are allowing the _Launcher.exe access to the internet.

    Since there are so many different antivirus programs out there I will simply suggest using Google to do a search for "[Your antivirus name] add exception". This will most likely return some helpful results. You may need to do this for any antimalware programs you have running as well, again simple Google "[Your antimalware] add exception or whitelist" and you should find directions on adding exceptions.

    Also remember that Windows has its own built in firewall, you may need to manually add an exception for the _Launcher.exe to this firewall.
    Adding an Exception for Windows XP Instructions.
    Adding an Exception for Windows Vista Instructions.
    Adding an Exception for Windows 7 Instructions.
    Remember the default location for the _Launcher.exe is C:\AeriaGames\EdenEternal

If neither of these suggestions work it is possible the game is down for maintenance and is currently unavailable. Generally maintenance is held on Wednesday Evenings (PST). You can check the shoutbox on this forum and ask if it is currently maintenance or if other people are having problems. Players are also able to check the status of the Eden servers on GameServerStatus.com.

If you are unable to fix this error using these methods and the Eden servers are not down or undergoing maintenance please make a new topic in the Technical Issues section of the forums so it can be looked into more thoroughly.

Lag and Disconnections

If you are experiencing lag there are generally two things to check.
  • First you want to make sure your computer meets the System Requirements.
    If you do not meet the requirements chances are your game will lag and be nearly impossible to play. Most commonly the people that do not meet the system requirements are those that are trying to play Eden on a netbook. Netbooks are just not designed to be able to handle games like Eden.

  • The lag that most people will experience is that of their connection, the connection between them and the server or possibly the server itself.
    • Your Connection - Let's face it, not all of us have the best connections in the world. Sometimes they go down from time to time or our ISP is conducting maintenance in our area. If you have been playing just fine and suddenly start getting lag try a few other sites such as YouTube to see if they are lagging as well, if so it might just be your internet acting up. Some places in the world also have problems during peak hours when everybody is getting home from work and school and decide to go online at the same time. Generally these problems clear up on its own after a couple hours. If you are experiencing lag for more than 24 hours on every site you visit you may want to get in contact with your ISP to see if it is on their end or if the problem is on your end, such as damaged cables. Also it doesn't hurt to unplug your modem and router then plug them back in to see if it clears it up.

    • The Connection Between You and The Eden Servers - This is a common cause of the lag that people experience. When you connect to the Eden Eternal servers you are not magically connected directly to the server. There are series of hops, also known as nodes, along the way. These hops make up the internet. Sometimes there will be congestion or other issues on a certain hop which can result in lag for some people and not for others depending on their location in the world. If you meet the system requirements and are only lagging on Eden Eternal you will want to do a tracert to see where the connection is lagging. Please visit this thread for directions on how to do a tracert. Keep in mind that the Eden servers are located in Montreal, Quebec, Canada. If you are in a country that is relatively far from Eastern Canada it is more likely that you will have higher pings and a greater chance of lagging.

    • The Servers - Sometimes the servers have problems. The best thing for you to do is to check the shoutbox on this forum and ask if others are having connection problems on your server.
      Players are also able to check the status of the Eden servers on GameServerStatus.com.

Players may also experience disconnections from Eden's Anti-bot and anti-spam software. This software runs in the background and can sometimes cause disconnects. It is recommended that you do a full scan for any type of malicious software (viruses, malware, spyware, trojans, etc) and remove them. If you still have issues try disabling your antivirus, antimalware and firewall before launching Eden Eternal.

If you meet the system requirements, your connection, the connection between you and the server and the servers are all fine please make a new topic in the Technical Issues section of the forums so it can be looked into more thoroughly. Please include the steps you have already tried as well as a copy of the tracert.

I Cannot Log In, It Says "invalid username and password" but My Info Is Correct

If you get "invalid username and password" while trying to log in, please log out, then log back in to the main Eden page. Then try to log into the game.

If you have trouble after logging out and back into the Eden site please try resetting your password by going to My Profile in the menu at the top right of the page (mouse over your name). When in your profile click Edit Profile then go to Account. You can change your password here. After changing the password try logging in.

If you still have trouble with this error message send a ticket to the Contact Us.

Checksum Error



Code:
---------------------------
_Launcher
---------------------------
Please e-mail bug %s to bug@\n? file:char\animation\K.kf CRC:3134109788 checksum error (634273285 != 45065480)


Checksum errors occur when the launcher scans the Eden files and they do not come back as expected. Sometimes this is caused by patching too early or problems on the patch server itself.

If you are experiencing checksum errors please try the following;
  1. Try executing a full scan by using the fullcheck.bat file located in the Eden Eternal installation folder (Default C:\AeriaGames\EdenEternal). This will force the launcher to load into full scan, it might possibly find and replace the file causing the checksum error.
  2. Delete the following files from the Eden Eternal installation folder (Default C:\AeriaGames\EdenEternal). Be sure to make a backup copy of them first.
    -GameDataFileList.txt
    -GameDataFileList_old.txt
    -GameDataTranslateFileList.txt
    -GameDataTranslateFileList_old.txt

    And the following folder if present
    -new_gamedata

    Then try starting the game again to see if it progresses.
  3. Reinstall Eden Eternal. If you used a CB installation try using a newer installation file from the Download page.

If you are unable to fix this error with the steps above please make a new topic in the Technical Issues section of the forums so it can be looked into more thoroughly. Please include the steps you have already tried.


Crashing or Failure to Run Eden

Game Crashes After Clicking "Start Game" On Launcher

The three biggest causes of the game just closing after clicking "Start Game" on the launcher are Antivirus, DEP and certain chipsets needing to be run in compatibility mode. Antivirus programs sometimes will block software that they are unfamiliar with from running properly, in this case causing it to just close without any notice. While DEP (Data Execution Prevention) is a security mechanism in Windows that prevents code from being executed from non-executable memory regions. Simply put, it keeps it from doing nasty things. Unfortunately this can sometimes cause problems with legitimate programs.

  • Antivirus - First thing you'll want to do is make sure any antivirus you are running allows the _Launcher.exe to pass through. Since there are so many different antivirus programs out there I will simply suggest using Google to do a search for "[Your antivirus name] add exception". This will most likely return some helpful results. You may need to do this for any antimalware programs you have running as well, again simple Google "[Your antimalware] add exception or whitelist" and you should find directions on adding exceptions.
  • DEP - DEP is available on Windows XP, Vista and 7.
    • Windows XP - Right click on the My Computer icon on your desktop and Open the System Properties > Advanced > Performance Settings > Data Execution Protection. Then Add the _Launcher.exe and launcher.exe located in the Eden installation folder. (Default C:\AeriaGames\EdenEternal)
    • Windows Vista/7 - Right click Computer from the start menu and select Properties on the left side click Advanced System Settings > Performance Settings > Data Execution Protection. Then Add the _Launcher.exe and launcher.exe located in the Eden installation folder. (Default C:\AeriaGames\EdenEternal)
      After changing DEP settings restart your computer and try Eden again.
  • Try running the _Launcher.exe in compatibility mode for Windows XP SP2 or SP3. To do this all you need to do is right click on the Eden Eternal shortcut, select properties, click the Compatibility tab, check the "Run this program in compatibility mode for:" box and then select Windows XP SP2 or SP3. Then click OK and try Eden again. This works on Vista and Windows 7 and usually benefits people with Intel graphics chipsets most.

If these three things do not fix it try reinstalling Eden Eternal.

If you are unable to fix this error with the steps above please make a new topic in the Technical Issues section of the forums so it can be looked into more thoroughly. Please include the steps you have already tried.

Render Device Error


Clicking OK opens the Smarthardware.htm file in your browser


Renderer device create failed!! happens generally for 2 reasons.
  1. You have no video driver installed or it is corrupt/out of date. Follow this guide to update video drivers.
  2. DirectX is not installed, corrupt or out of date. Download DirectX from Microsoft and install it.

If you are unable to fix this error with the steps above please make a new topic in the Technical Issues section of the forums so it can be looked into more thoroughly. Please include the steps you have already tried and a copy of your dxdiag.

OpenFile Error for LoadDB



Code:
---------------------------
OpenFile Error for LoadDB
---------------------------
FILE: d:\work\fr\4pclient\gamedata\BaseQuery.h (111)

} .\data\db\C_Item.ini ˬd(74) o{


Please check this thread for more info but the 3 common fixes are

  1. Reinstall Eden Eternal
  2. Install Chinese language packs for Windows
  3. Install Njstar Communicator from here. Run first, leave running and then start Eden Eternal.

Keep in mind these fixes do not work for everybody but they are the best we have that I am aware of.

If you are unable to fix this error with the steps above please make a new topic in the Technical Issues section of the forums so it can be looked into more thoroughly. Please include the steps you have already tried.

Game Crashing After Turning UI Cache Off?

If you are experiencing crashing after turning off the UI Cache option in the launcher simply try logging into different channel than the one you normally do. You should be able to switch channels once in game without issue. Check this thread for more info.

C++ Runtime error



Common fixes for the C++ Runtime Error include;
  1. Making sure you have the proper C++ Redistributable Packages installed.
    Here are the links to the Microsoft Visual C++ Redistributable Packages (32-bit packages listed, if you use a 64-bit version of Windows you may need the 64-bit packages as well)

  2. Make sure your video drivers are up to date. Follow this guide to update video drivers.
  3. Reinstall Eden Eternal.

If you are unable to fix this error with the steps above please make a new topic in the Technical Issues section of the forums so it can be looked into more thoroughly. Please include the steps you have already tried and a copy of your dxdiag.

Graphical Issues

Cannot See Server Selection Screen, Other User Interface Disappearing or Flashing

If you are having problems seeing the Server Selection Screen or other parts of the user interface try turning the UI Cache in the Launcher Options > Video to Off. Check out this guide for pictures. Then try starting the game.

If the above does not work make sure your video drivers are up to date. Follow this guide to update video drivers.

If you are unable to fix this error with the steps above please make a new topic in the Technical Issues section of the forums so it can be looked into more thoroughly. Please include the steps you have already tried and a copy of your dxdiag.

My Screen is Glowing A Bright White

If your screen is glowing brightly but you can still see parts of the interface and game it is generally due to the glow settings in game. Simply close out of Eden and open the Launcher. Click Options > Video and then adjust the Glow settings. If they are High try them on Low or None. Then start the game and see if it solves your problem. If it fails to do so try updating your video drivers, here.

If you are unable to fix this error with the steps above please make a new topic in the Technical Issues section of the forums so it can be looked into more thoroughly. Please include the steps you have already tried and a copy of your dxdiag.

My Jelly Effect Doesn't Work

Eden has an option called Jelly Effect in the Chr options menu. When this is checked it will make your windows in Eden wiggle like jelly when you move them. However, if you have disabled the UI Cache in the Options > Video menu on the Launcher your windows will no longer wiggle.

How To Update Your Video Drivers

A fair number of graphical errors and crashing are caused by having no video driver installed, corrupt drivers or out of date video drivers installed.
Follow this guide to update video drivers.

Missing Textures, Solid Color Items/Characters or Invisible Items/Characters

If you see characters that appear as a solid color or have an invisible body chances are it is due to a missing or corrupt texture file in Eden.
You can usually fix it by trying the following;
  • Run a Full Scan from the Launcher. Just click the Full Scan button to the left of the Start Game button on the launcher, this will verify and download any missing or corrupt files. Then try the game and see if it is working properly.
  • Run the fullcheck.bat file in the Eden Eternal installation folder (Default C:\AeriaGames\EdenEternal). Sometimes the Full Scan button doesn't work so you need to use the fullcheck.bat. Then try the game and see if it is working properly.
  • Make sure your video driver is up to date. Follow this guide to update video drivers. Then try the game and see if it is working properly.
  • Reinstall Eden Eternal.

If you are unable to fix this error with the steps above please make a new topic in the Technical Issues section of the forums so it can be looked into more thoroughly. Please include the steps you have already tried and a copy of your dxdiag.

In Game Problems

Trouble Clicking Buttons

If you are having issues clicking buttons in game or while trying to log in try turning the UI Cache in the Launcher Options > Video to Off. Check out this guide for pictures. Then try starting the game.

If turning the UI Cache Off does not fix this issue make sure you have the proper drivers installed for your mouse.

Cannot Talk In Game

If you are unable to chat in game via any of the chat channels chances are you have been muted. All you need to do it hunt up a GS or GM so they can go about the process of getting you unmuted. Please read this post for more information.

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