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Pakapi on 05/20/2014, 10:51 AM - view
I'm trying to connect and I can log in but the launcher said it found a update and I dont had enough disk space and I had 777Gb free in my disk

Try restarting the launcher and running TERA as an administrator.

If this doesn't resolve the issue, please contact our Support Team for personalized technical help.
Hello,

For folks who've tried all of the suggestions listed in the first post but haven't had success yet, I really recommend contacting our Support Team with the trace route and diag report.

They will be able to provide personalized technical help with the details included in the reports and we will do our best to respond as quickly as we can. I'm afraid I've run out of troubleshoot ideas with my limited knowledge. :(
A few folks I've been working with who's been having the most trouble seems to be with those stuck in the download loop and something's preventing the correct version's download (the latest patch is 26.04.En8, so if you have anything other than this, we need to get you updated).

If this or any other issue you're experiencing hasn't been resolved after following the suggestions and you've submitted the detailed information (trace route and diag report) along with the Support Ticket, thank you very much! We need those information to figure out exactly at what point an issue is occurring.
If you've already tried all of the suggestions listed, we really need you to contact us with the diag report and trace route so that we can see exactly where it's getting hung up. Anything that's not 26.04.En8 is not the latest version of TERA, so if you are in a loop with 25.xx version, we need the info.

If you've contacted our Support Team, we're doing our best to respond as quickly as possible with personalized technical help. We'd like nothing more than to get everyone in game too, so please hang in there while the team works through folks with technical issues.
Aist on 05/14/2014, 09:04 AM - view
If you dont mind, wanna run us through HOW to get the traceroute and diag report? I think I know, but I dont want to send bad info

I'm going to pull them from our FAQ as Harmonia did a much better job at giving clear steps than I can. ^_^

Diag report http://support.enmasse.com/tera/obtaining-the-developer-logs-and-diag-information-when-contacting-support

Trace route http://support.enmasse.com/tera/how-to-run-a-trace-route
@Prudence and Tealeaf,

Issue: Have you ever edited your hosts file or in a launcher download loop?

1. If you have previously edited your hosts file or see the following in your hosts file:

208.67.49.202 patch.tera.enmasse-game.com

The line above or any currently in the "hosts" file for "patch.tera.enmasse-game.com" needs to be removed as this will cause issues with your connectivity.

Instructions:

1. Click on the Start or Windows icon and type in "Notepad". Do not press enter.
2. Right click on your Notepad icon and click "Run as Admin"
3. Navigate to the HOST file directory: c:\Windows\System32\drivers\etc
4. Open the "hosts" file
5. Remove any lines that are currently in the "hosts" file for "patch.tera.enmasse-game.com".
6. Save this file.
7. Restart the launcher.

(If you do not see this entry or anything related to patch.tera.enmasse-game.com then you do not need to remove anything and your issue is related to something else.)

2. If this doesn't work, please try clearing out the launcher cache.

Steps to clear the launcher cache:

The launcher caches some files in a separate folder. Clearing these files can resolve certain launcher issues.

1. Close the Launcher completely
2. Click on the Start or Windows icon
3. Windows XP users click Run. Windows Vista and 7 users click in the Search programs and files
4. Type the following into the text box: C:\Users\Your user name\AppData\Local\TERA\launcher\live
5. Delete all of the contents in this folder
6. Start the Launcher again

This will clear all of the cache used by the launcher.

If this doesn't resolve the issue, please contact our Support Team with the trace route and diag report.

@Aist, Thanks! The team is much more knowledgeable than I am, so those reports will be very helpful to figure things out. We do have a lot of tickets, but if I remember correctly, right now the turnaround time shouldn't be longer than several days.
This is because we have a very large amount of people logging in at the same time right now. Please be patient and we're also trying to improve this right now.
The free character slot voucher is now being delivered to you when you log into the game.

Please log out of the game then log back in to activate this. (You don't have to exit the launcher.)

You will see the free character slot voucher under the character tab of Item Claim menu in game. The delivery is not immediate though, so please allow some time (from 15 minutes to several hours depending on the volume).

---------------------------------------------------

If you are unable to log in, this is due to a very large amount of people trying to use our system at the same time. Please be patient as more people log in and we're trying to improve this issue.

Possible errors:

- JSON parse error
- Unable to connect to login system
- Bad Gateway
- Sorry, but something went wrong
- The black blank screen to the list you may see while trying to log in.
- Not being able to see the server list.
Edited by: Minea 7 months ago - Reason: The free character slot voucher is now being delivered automatically when you log into the game. Please log out of the game then log back to activate this (no launcher exit is needed). Delivery time is appx. up to several hours.
Added more information on the second post about the issues you're seeing, this is due to the amount of people who are trying to sign in at the same time.
Added:

- The black blank screen to the list you may see while trying to log in.
- Not being able to see the server list.

These are also the issues that we are seeing due to the high volume of users trying to log in at the same time.

@Carly Have you completely exited and restarted the launcher? Try running repair if you can?

@michelvip2 and ImSoSorry, The wolf mounts missing is a known issue (listed in the known issues thread that's being pinned)
Wolf mounts and warrior/lancer resolve bar are game-related issues, which we're updating in the other pinned thread: http://tera-forums.enmasse.com/forums/general-discussion/topics/Reaper-Patch-Known-Issues
Adding:

-------------------------------------------------------------------------------------------------------

Issue: Have you ever edited your hosts file?

If you have previously edited your hosts file or see the following in your hosts file:

208.67.49.202 patch.tera.enmasse-game.com

The line above or any currently in the "hosts" file for "patch.tera.enmasse-game.com" needs to be removed as this will cause issues with your connectivity.

Instructions:

1. Click on the Start or Windows icon and type in "Notepad". Do not press enter.
2. Right click on your Notepad icon and click "Run as Admin"
3. Navigate to the HOST file directory: c:\Windows\System32\drivers\etc
4. Open the "hosts" file
5. Remove any lines that are currently in the "hosts" file for "patch.tera.enmasse-game.com".
6. Save this file.
7. Restart the launcher.

(If you do not see this entry or anything related to patch.tera.enmasse-game.com then you do not need to remove anything and your issue is related to something else.)

-------------------------------------------------------------------------------------------------------
Edited by: Minea 7 months ago - Reason: clarification
Adding:

-------------------------------------------------------------------------------------------------------

Issue: Not seeing any server on the server selection screen?

Is your version (displayed on the server selection screen) the latest version, 26.04.En8?

If not, this means you have an older version of TERA. Please try the following:

1. Try using the "repair" function of the launcher.
2. If this doesn't resolve the issue, try exiting completely out of the launcher and restart.
-------------------------------------------------------------------------------------------------------
Adding hosts file check with not seeing any server on the server selection screen issues:

Is your version (displayed on the server selection screen) the latest version, 26.04.En8?

If not, this means you have an older version of TERA. Please try the following:

1. Try using the "repair" function of the launcher.
2. If this doesn't resolve the issue, try exiting completely out of the launcher and restart.
3. If this doesn't work, please check your hosts file:

Steps to check your hosts file:

1. Click on the Start or Windows icon and type in "Notepad". Do not press enter.
2. Right click on your Notepad icon and click "Run as Admin"
3. Navigate to the HOST file directory: c:\Windows\System32\drivers\etc
4. Open the "hosts" file
5. Remove any lines that are currently in the "hosts" file for "patch.tera.enmasse-game.com".
6. Save this file.
7. Restart the launcher.
Adding the clear launcher cache suggestion for launcher download loop:

If this doesn't work, please try clearing out the launcher cache.

Steps to clear the launcher cache:

The launcher caches some files in a separate folder. Clearing these files can resolve certain launcher issues.

1. Close the Launcher completely
2. Click on the Start or Windows icon
3. Windows XP users click Run. Windows Vista and 7 users click in the Search programs and files
4. Type the following into the text box: C:\Users\Your user name\AppData\Local\TERA\launcher\live
5. Delete all of the contents in this folder
6. Start the Launcher again

This will clear all of the cache used by the launcher.
For the "Unable to download Metafile" error, please try all of the steps located in this FAQ:

http://support.enmasse.com/tera/unable-to-download-retrieve-manifest-or-metafile

If those don't resolve the issue, the last step details how to submit a ticket with the information we will need to assist you further.

Thanks!
Hello,

This is a compilation of technical issues with the reaper patch and the launcher. We will be using this pinned thread to gather information and keep everyone updated for the list of issues and possible solutions for the reaper patch.

Please keep this thread limited to the technical issues. Thanks!

-------------------------------------------------------------------------------------------------------

Issue: Not seeing any server on the server selection screen?

Is your version (displayed on the server selection screen) the latest version, 26.04.En8?

If not, this means you have an older version of TERA. Please try the following:

1. Try using the "repair" function of the launcher.
2. If this doesn't resolve the issue, try exiting completely out of the launcher and restart.
3. If this doesn't work, please check your hosts file:

Steps to check your hosts file:

1. Click on the Start or Windows icon and type in "Notepad". Do not press enter.
2. Right click on your Notepad icon and click "Run as Admin"
3. Navigate to the HOST file directory: c:\Windows\System32\drivers\etc
4. Open the "hosts" file
5. Remove any lines that are currently in the "hosts" file for "patch.tera.enmasse-game.com".
6. Save this file.
7. Restart the launcher.

-------------------------------------------------------------------------------------------------------

Issue: Have you ever edited your hosts file or in a launcher download loop?

1. If you have previously edited your hosts file or see the following in your hosts file:

208.67.49.202 patch.tera.enmasse-game.com

The line above or any currently in the "hosts" file for "patch.tera.enmasse-game.com" needs to be removed as this will cause issues with your connectivity.

Instructions:

1. Click on the Start or Windows icon and type in "Notepad". Do not press enter.
2. Right click on your Notepad icon and click "Run as Admin"
3. Navigate to the HOST file directory: c:\Windows\System32\drivers\etc
4. Open the "hosts" file
5. Remove any lines that are currently in the "hosts" file for "patch.tera.enmasse-game.com".
6. Save this file.
7. Restart the launcher.

(If you do not see this entry or anything related to patch.tera.enmasse-game.com then you do not need to remove anything and your issue is related to something else.)

2. If this doesn't work, please try clearing out the launcher cache.

Steps to clear the launcher cache:

The launcher caches some files in a separate folder. Clearing these files can resolve certain launcher issues.

1. Close the Launcher completely
2. Click on the Start or Windows icon
3. Windows XP users click Run. Windows Vista and 7 users click in the Search programs and files
4. Type the following into the text box: C:\Users\Your user name\AppData\Local\TERA\launcher\live
5. Delete all of the contents in this folder
6. Start the Launcher again

This will clear all of the cache used by the launcher.

-------------------------------------------------------------------------------------------------------

Issue: Launcher repeatedly downloads a very small patch every time I start the launcher.

Suggestions:

• Try removing the 50to52 folder in the TERA directory and restart the launcher

• If this doesn't work, remove the 50to52 folder and run TERA as an administrator. (Alternatively, move the entire TERA folder to the desktop to change the administrator requirements.)

• If this doesn't work and if you have previously edited your host file, please remove the previous edit:

-- How to edit a host file:
1. Click on the Start or Windows icon and type in "Notepad". Do not press enter.
2. Right click on your Notepad icon and click "Run as Admin"
3. Navigate to the HOST file directory: c:\Windows\System32\drivers\etc
4. Open the "hosts" file
5. Remove any previous addition/edit.
6. Save this file.
7. Restart the launcher.

-------------------------------------------------------------------------------------------------------

Issue: Launcher is downloading more than 2 GB / seems like the whole game.

• Let the launcher finish its download and patch.

- If the launcher is redownloading the Game_-1-50 it means there was a file corrupted in your base game after attemping to apply the reaper patch Game_50-52.

Some base files in the game may have been corrupted, but they were not checked when you play the game and no patch had touched it, so it has not affected your game so far. Since Reaper is a big patch and changing a lot of the base files, the corruption is found during applying the patch, and the game now has to fix the base file by redownloading and reinstalling.

If you had modified any of your game files, this will most likely happen. Before you patch, remove all of your mods are recommended. Also sometimes game files get corrupted even when you don't modify your game client.

-------------------------------------------------------------------------------------------------------

Issue: I tried all of these suggestions but I'm still having issues with my launcher/patching.

If you are still experiencing an issue, please contact our Support Team with as much information as you can. Please include the following to help us pinpoint the issue so that we can provide personalized technical help.

Diag report

Trace route

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- For general reaper-related questions including how to claim the free character slot, please view the reaper FAQ page (link to be included tomorrow). The reaper class subforum is a great place for reaper-related feedback.

- For this patch's game content-related feedback, please use the patch notes thread.

- The server maintenance hours for the reaper patch is scheduled for 7 a.m. PDT - 10 a.m. PDT. Please see the announcement here (includes the information on how to claim the free character slot).
Edited by: Minea 7 months ago - Reason: 5/14 9:32 a.m. PDT adding links to diag report and trace route to include when contacting Support
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