Tuesday, December 13, 2011

SWTOR: Things to check before contacting Support!

Bioware is experiencing a very high volume of phone calls and emails and this post will allow you to better determine if you need to contact support or can solve the problem using their online support documents!


Welcome to the Customer Service Forum for Star Wars: The Old Republic

This section is designed for you to post customer service questions and queries related to your game experience as well as to share any advice and information that might help members of the community.
  • If you require assistance with an in-game issue, please submit an Issue Report through the in-game Customer Service Portal.
  • If you are experiencing issues with your Security Questions and Answers, please see this FAQ.

For updates on server status and alerts, please view the Server Status page and any announcements in the forums.

The most common solution to technical problems is making sure everything is up to date. Before you request help, please ensure that you have checked the following:
  • Make sure that you have all of the latest driver updates for your video card. For instructions on how to update your Graphics card please see here.
  • You should check that you have the latest Service Pack and Windows Updates installed for your operating system, including optional updates such as .NET Framework and Visual C++ features.
  • You should make sure that you have the latest version of DirectX installed on your system. For further details please check here

If you are having problems getting Star Wars™: The Old Republic™ to work then please follow these instructions when posting a thread or reply. Please give as much information as possible when describing your issue. Try and include as much of the following information as you can, where relevant:
  • Time of Incident (please include your timezone)
  • Character name, class, level and server (if applicable)
  • Area this occurred (for in-game issues)
  • A detailed description of your issue. Please include any error messages you received (either from Windows or from the launcher/client)
  • Operating System (and specify whether it is 32 or 64bit)
  • Graphics Card (and the currently installed driver version)
  • Any troubleshooting steps attempted.
For troubleshooting technical issues, please post your DXDiag report and the relevant logs (at the end of your post in [code] or [spoiler] tags).

To get your DXDiag report, follow these instructions:
  1. Press the [Windows] Key + [R] at the same time. (The [Windows] key is the key with the Windows icon on it)
  2. Type in ‘DxDiag’ and press ‘OK’.
  3. This will open the DirectX Diagnostic Tool box.
  4. At the bottom of the box is a ‘Save All information’ button. Press it.
  5. This will open a ‘Save As’ box. Please ensure the text file is named ‘DxDiag’.
  6. Save this to your desktop.
  7. Open the saved file, hit Ctrl+A (select all), and then Ctrl+C (copy).
  8. Paste that information at the bottom of your post. Please use code or spoiler tags. If you don’t use these then your DXDiag will fill up the page making it hard to navigate your thread.

Please include the logs relevant to the type of issue you are experiencing.
  • Installation Logs. These logs track the installation of the SWTOR_setup.exe file you would have downloaded from. www.swtor.com/download . If you are experiencing issues running the installation of this application please include the contents of this file. If you have been able to install the Launcher, then this log is not required. The log is located at:
    • \Users\%Username%\Documents
    Example file name: Install Star Wars The Old Republic.log
  • Launcher Logs. These logs are useful if you are having issues with the launcher/patcher. We can use these logs for analysis if your issue occurs after clicking on the Launcher shortcut, and before you click ‘Play’ on the Launcher to enter the game. In a default installation these files can be found here:
    • C:\Program Files (x86)\Electronic Arts\BioWare\Star Wars - The Old Republic\logs
    • C:\Program Files\Electronic Arts\BioWare\Star Wars - The Old Republic\logs
  • Example file name: launcher_20111122.Log
  • Clients Logs. These logs are useful if you are experiencing issues after you have clicked ‘Play’ on the launcher and for in-game technical issues. In a default installation these files can be found here:
    • C:\Program Files (x86)\Electronic Arts\BioWare\Star Wars - The Old Republic\swtor\retailclient\swtor\logs
  • Example file name: Client_20111116T155258_901721.log
  • Crash Logs. These logs are useful if the game shuts down on you unexpectedly. These logs can be found here:
    • \Users\%USERNAME%\AppData\Local\SWTOR\CrashDump
  • xample file names: crash.dmp, crash.json
  • Please use code or spoiler tags around your individual DXDiag and log contents.

If you cannot resolve your issue through the forum, we recommend contacting our Customer Service team via email at support@swtor.com. Please include as much information as possible, including your DXDiag and any relevant logs.

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