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Common Technical Issues

Discussion in 'Technical Support' started by PM Horizon, Apr 30, 2017.

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  1. PM Horizon

    Project Manager

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    Some technical issues may not require contacting the Customer Support service. This thread serves as a "handbook" of common issues that you may encounter, as well as a way to fix them. If support intervention is required, attaching the logs requested to your ticket will accelerate the process and help us get the issue resolved more quickly. The instructions for these procedures are outlined at the bottom of this post!


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    • Error Code 2001
    An instance of Black Desert Online is already running in the background. The error can be triggered when downloading a new patch.
    Close Black Desert Online from the Windows Tray. If this doesn't fix the issue, force close the Black Desert Online and XIGNCODE3 processes from the Windows Task Manager.

    • Error Code 2002
    There is not enough space on the storage device the game is installed on. This error can occur when downloading the game for the first time or when downloading a new patch.
    Free up space on the HDD/SDD you have installed the game on.

    • Error Code 1200X (X can be any number)
    This could be caused by a series of issues and can happen when downloading the game for the first time or when downloading a new patch.
    The best first step is to Flush DNS & clear TCP/IP. If this doesn't remedy the situation, please make a ticket with an attachment of your WinMTR Log for further inspection.

    • A corrupted file has been detected
    Caused by a faulty download due to network disruptions. Issue is more common on weaker internet connections. Can happen when downloading the game for the first time or when downloading a new patch.
    Restarting the launcher will initiate a repair process that will fix the corrupted file issue & download the new patch simultaneously.

    • Failed to read launcher version
    The launcher is unable to contact the server and can happen when downloading the game for the first time or when downloading a new patch.
    The suggested course of action is to Flush DNS & clear TCP/IP, change your DNS to Google Open DNS and disable your Proxy Settings. In case the issue is not fixed, please make a ticket for further inspection.

    • Black Desert Online Launcher.exe is not responding
    The Launcher is crashing before getting to the login screen. Windows triggers a Black Desert Online Launcher.exe is not responding window.
    This is caused due to improper proxy settings. Disabling your Proxy Settings will allow you to access the Launcher.

    • Only background is visible
    Opening the Launcher will show nothing back the background; no buttons, text boxes, news or announcements.
    The file DGCefBrowser.exe in the installation directory needs to be replaced. Download this file and replace your old DGCefBrowser.exe with the new one (simply move the file to the same directory and when prompted by Windows, choose Replace).

    • Launcher background is black
    The main body of the launcher is black, with the top and bottom stripes properly displaying their background image.
    This issue may be related to improperly configured proxy settings. If disabling your Proxy Settings doesn't resolve the problem, please make a ticket attaching a screenshot of the launcher window and a Technical Support agent will troubleshoot the matter with you.



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    • Black world, overlaying windows and a generally rough UI
    This is a graphics driver issue with AMD cards. UI movements will glitch out, with a high possibility the game textures look corrupted or completely black.
    Downgrade to driver version 16.12.2 from here.

    • Other players' effects are not visible, even with the "Remove other players' effects" option turned off
    While the Remove other players' effects option will indeed turn the effects invisible, this is not the only one with this behavior. Auto Frame Optimizer will also remove other players' effects (and pets!) in order to boost FPS, in case they fall below the user specified borderline.
    Disable Auto Frame Optimizer.

    • Game looks "pixely" even when the "Screen Resolution" has been set to the appropriate monitor resolution specifications.
    This is caused due to the Upscale option being turned on in the Optimization Options, in order to increase performance.
    Turn Upscale option off.



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    • "Connection with the server has been lost" after loading screen reaches 100%
    Although it might look like an actual network issue, this error is highly likely to occur when your graphics card is unable to handle the heavy load of the game during the loading period. Loading to characters stationed in big cities like Calpheon, Heidel and Altinova is known to cause this issue and in most cases, the graphics card in say is an integrated Intel HD Graphics one. This issue is not to be confused with a connection loss when traversing through the world.
    Unfortunately there is no other solution to this issue other than a system upgrade. If you are unsure whether your graphics card can handle the game, please contact the Customer Support service with an attachment of your DxDiag Log.

    • Cannot change channel due to restrictions
    This message is triggered when you make an attempt to connect or switch to a server while in an other one, one of your characters is reading books from a residence bookshelf or using the repair anvil.
    Log back into the exact same server you left your character, or in case you don't recall which one you were on, make a new ticket with the word #channelrestrictions and we will reset them for you.



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    • NPC/Character/Skill sounds are missing
    This issue consists of NPC audio cues, player sounds/voice and skills being inaudible.
    Navigate to C:\Users\<username>\Documents\Black Desert, open GameOption.txt, change AudioResourceType to AudioResourceType = 2. Save the file and restart the game. If this does not solve the issue, delete all the contents of the Black Desert directory except for GameOption.txt file, and perform the previous edit again.

    • File is corrupted

    When a corrupted game asset file is being loaded, this error will trigger and stop any further attempts to load new objects. This will result to your character being "unmovable" shortly after moving.
    In cases of a simple bad download, running a file repair from the launcher will fix the corrupted files. If the error keeps occurring even after repairing your files, it is a solid suggestion that something hardware related might not be functioning properly, strongly hinting towards your RAM. Running a Memtest86+ scan for ~3 hours will give you an accurate health overview on your RAM modules, and in case of errors, a replacement is highly suggested. Keep in mind that a Windows memory test via the Command Prompt will not work.

    • Buttons are not clickable or are misaligned
    The "click trigger" of buttons is misaligned, meaning that to click a button you will have to place your cursor around it. Some times, the buttons may be completely unclickable (no hover or click trigger).
    Navigate to your installation directory (swiftly done by right-clicking on your Black Desert Online Launcher and pressing Open file directory), navigate to the bin64 folder, right-click on Blackdesert64.exe and press Properties. In the window that popped up, move to the Compatibility tab and tick the Disable display scaling on high DPI settings checkbox.

    • Game hangs (crashes) shortly after entering the world
    The game becomes unresponsive and crashes with Event ID: 1002.
    Systems using Windows' Insider builds are prone to this problem, with the hang taking place in exact intervals after logging into the world. As Insider builds tend to be unstable and are meant for previewing only, using them for daily use will cause several issues, and it is highly suggested to roll back to a stable Windows build.

    • Error occurred while reading files. On 32bit environment, it could be memory issue.
    The error occurs at various points of the client, ranging from the loading screens to in-game world.
    This error is related to file corruption with your game files. Running a file repair from the launcher will resolve this issue.



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    • Xigncode Error code ending with the character "A"
    A specific running software or it's behavior is detected by Black Desert Online's anti-cheat program as potentially malicious.
    Perform a Clean Boot and temporarily disable your antivirus software. In case the error still occurs, please make a ticket with an attachment of your xigncode.log file.

    • Xigncode Error code ending with the character "B"
    A specific running, installed or maliciously modified process or file is detected by Black Desert Online's anti-cheat program as malicious.
    Please make a ticket with an attachment of your xigncode.log file and a technical support agent will troubleshoot the issue with you. It is advised to run a system scan, as your system may potentially be infected by a virus. Additionally, a Clean Boot might resolve the issue.



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    • Open your Black Desert Online Launcher.
    • Click the cogwheel located on the top right corner of the Launcher window.
    • Next to Repair Mode, click the Click to start button, and select Yes to initiate a file repair.
    • Delete the UserCache folder in C:\Users\<username>\Documents\Black Desert directory.
    • Delete the Cache folder in your game installation folder.
    • Keep in mind that your UI settings will be lost upon deleting your cache folders. To alleviate this, you can use the Depository function, found on the bottom left of your Settings window.
    • From Start, search for msconfig.
    • Select System Configuration from the search results.
    • IMPORTANT: On the Services tab of the System Configuration dialog box, make sure to tick the Hide all Microsoft services checkbox, and then click Disable all.
    • On the Startup tab of the System Configuration dialog box, click Open Task Manager.
    • On the Startup tab in Task Manager, for each startup item, select the item and then click Disable.
    • Close the Task Manager.
    • On the Startup tab of the System Configuration dialog box, click OK, and then restart your computer.
    • From Start, search for Internet Options.
    • Click the Connections tab.
    • Click LAN Settings and make sure that all options are turned off.
    • From Start, search for cmd.
    • Right click on Command Prompt and click Run as administrator.
    • Type in the following command: ipconfig /flushdns.
    • If the command was successful, you will see the message "Successfully flushed the DNS Resolver Cache".
    • After flushing your DNS, it's time to reset your TCP/IP protocol using the following command: netsh int ip reset c:\resetlog.txt
    • Once the procedure has finished, close the Command Prompt and restart your computer.
    • From Start, search for cmd.
    • Right click on Command Prompt and click Run as administrator.
    • Type in the following command: netsh winsock reset
    • Once the procedure has finished, close the Command Prompt and restart your computer.
    • Go to the Control Panel/Settings.
    • Click Network and Internet > Network and Sharing Center > Change adapter settings.
    • Select the connection for which you want to configure Google Public DNS. For example:
      • To change the settings for an Ethernet connection, right-click Local Area Connection > Properties.
      • To change the settings for a wireless connection, right-click Wireless Network Connection > Properties.
    If you are prompted for an administrator password or confirmation, type the password or provide confirmation.
    • Select the Networking tab. Under This connection uses the following items, select Internet Protocol Version 4 (TCP/IPv4) or Internet Protocol Version 6 (TCP/IPv6) and then click Properties.
    • Click Advanced and select the DNS tab. If there are any DNS server IP addresses listed there, write them down for future reference, and remove them from this window.
    • Click OK.
    • Select Use the following DNS server addresses. If there are any IP addresses listed in the Preferred DNS server or Alternate DNS server, write them down for future reference.
    • Replace those addresses with the IP addresses of the Google DNS servers:
      • For IPv4: 8.8.8.8 and 8.8.4.4.
      • For IPv6: 2001:4860:4860::8888 and/or 2001:4860:4860::8844.
      • For IPv6-only: you can use Google Public DNS64 instead of the IPv6 addresses in the previous point.
    • Restart the connection you selected in step 3.



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    • From Start, search for dxdiag.
    • When the bar finishes loading and disappears, click on the Save All Information button.
    • Save it in a convenient place that you can find and access with ease.
    • Attach this file to the ticket that you create.
    • Download WinMTR from here.
    • FOR EU SERVER PLAYERS) In "Host", input the following IP: 81.171.14.178
    • FOR NA SERVER PLAYERS) In "Host", input the following IP: 209.58.130.81
    • Uncheck the Resolve names setting in the Options menu.
    • Press Start.
    • Log into the game and let WinMTR run until you are disconnected or the game becomes unresponsive (in general, 4-5 minutes should be enough).
    • Stop WinMTR and press Export TEXT. Save to a convenient place that you can find and access with ease.
    • Attach the exported file to the ticket that you create.
    • Navigate to your installation directory. You can do so swiftly by right-clicking on your Black Desert Online Launcher shortcut and pressing Open file location.
    • Right-click on your Log folder and compress it. In case you have WinRAR installed, you can do so by selecting the Add to Log.rar option, if not, press Send to -> Compressed (zipped) folder.
    • If your zipped log folder is bigger than 20MB, feel free to delete some older log files to reduce the total size and repeat the above process. You can sort the files by pressing the Date modified column on your Windows File Explorer. Don't forget to double-check the log dates before deleting or zipping them up!
    • Attach the compressed zip file to the ticket that you create.
    • Launch the game.
    • Once you get the suspicious program detected window, press the LOG button.
    • A window will open, move the xigncode.log file located in this directory to a convenient place that you can find and access with ease.
    • Attach the xigncode.log file to the ticket that you create.



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    Worry not! You can open a ticket here, and while you are waiting, you could check if any other player had similar issues in this sub-forum.

    See you in the unforgiving desert of Valencia!
     
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