x Unofficial Tech Support FAQ

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ArcheAge Unofficial Tech Support Thread




Due to the large amount of threads and posts on the forums being made Yooma and I are making this thread to help all of you get ArcheAge up and running. Everyone is welcome to contribute so long as you have accurate, correct information.

If you are having issues installing the Alpha version of ArcheAge please check here. If the issue isn’t on our list, please tell us about it and we’ll try to help you the best we can while you wait for Trion’s official support to review your ticket. I’ll try and keep this first post edited with up-to-date information so you don’t have to search through the entire topic to find things. 

In addition, this thread will also be used to discuss/research the interesting technical aspects of the game (how to get the best ping/performance, what the server’s ip address is for testing your ping, how the patcher works). If you find interesting technical information about Glyph and ArcheAge that could be of use to others, feel free to post it here. Please remember that we don’t condone cheating, and if you find vulnerabilities/bugs, you should report them to Trion and not disclose them to the public (unless of course it is a hilarious bug, then we’ll forgive you). Please help make this game great for everyone.

As an example of some of the appropriate technical things to discuss: One thing I’d love to know more about is how Glyph’s torrenting scheme works, if someone with alpha would like to sit down and figure out which ports, servers it uses, etc.. (with something like Wireshark), you would make me very happy.

First off:
The official Trion support page can be found here: https://support.trionworlds.com/
You can also contact customer support by clicking on the “ask a question” link on that page (here: https://support.trionworlds.com/app/ask ).

Additionally you should check the alpha forums “known issues” page first located here: http://forums.archeagegame.com/showt…a-Known-Issues



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Common issues

I’m getting this error after installing, “The program can’t start because d3dx9_42.dll is missing from your computer”?
Your Directx is out of date/not installed. Close Glyph and then download and run the DirectX WebUpdater tool:http://www.microsoft.com/en-us/downl…ils.aspx?id=35


Missing C++ 2010 Dependencies Not Installed
<Unfortunately I don’t remember the exact error that happens. If someone has a screenshot please tell us!>
Fix this issue by installing the 2010 C++ dependencies:
http://www.microsoft.com/en-us/downl…s.aspx?id=5555
http://www.microsoft.com/en-us/downl….aspx?id=14632

I’m getting an error 1034 while trying to patch the game?
Please follow the instructions here; https://support.trionworlds.com/app/…etail/a_id/915
Basically your firewall/anti-virus software is blocking it, you need to disable it until the patching is done. Sometimes your router or ISP may be blocking this.


How big is the ArcheAge Install after Patching?
About 25GB, however keep in mind that the launcher requires that you have 50.66GB of freespace before it’ll let you patch.


Potential Windows XP Incompatibility Issue
Some people have reported issues with being able to get the game running on Windows XP. We have not yet figured out what is causing this, or if it is something else entirely (the user also had hardware that was below the minimum system requirements). The error that appears reads, “ArcheAge Error – Failed to load commands”. Some users were able to correct this issue by running Glyph in administrator mode, others were not. Info about this can be found here in these threads:
http://forums.archeagegame.com/showt…load-commands!
http://forums.archeagegame.com/showt…h-game-running

If you know something that might help with this, please post there. Hopefully we can figure out a proper fix for this. As a note: Trion does not support Windows XP, so you’re kind of on your own if you really want to try running it on XP. (It should be possible, it just isn’t supported).


“1003 Error when patching”
This error usually means that an Anti-Virus software is interfering with the ArcheAge 
patch download. To get around this error, try to add ArcheAge.exe to your Anti-Virus software allowed programs list. If this does not work, disabling the Anti-Virus software completely may solve it. Sometimes this can also occur from a bad internet connection (such as if your wifi signal drops), try to connect with ethernet if this happens frequently.


“Error: Login failed verify username & password”
You get past the Glyph login screen and encounter this error on the ArcheAge login screen. You should log out and exit the game, then login again and the problem should be solved. You may need to restart your machine first if it continues to happen.

“Error 2016″
This means another program on your computer is blocking ArcheAge.

A solution can be found here: https://support.trionworlds.com/app/…6/~/error-2016

“Error 1035″
This error is usually caused by the firewall blocking Glyph access.
How to fix it:
Go to Control Panel -> System & Security -> Windows Firewall -> Allow Programs Through Firewall. Add Glyph to the list of programs being allowed through the Firewall.
Exit and try to run the game. Sometimes this can also occur from a bad internet connection (such as if your wifi signal drops), try to connect with ethernet if this happens frequently.

It can also be caused by DNS issues. Here are some steps (thanks Scapes!) for fixing it:
Flush your DNS cache:
1. Press the Windows key and the “R” key simultaneously to bring up the Run function.
2. In the run box, please type in the letters “cmd” without the quotes.
3. This will bring up the command prompt, where you can type in commands
4. Type the following command: ipconfig /flushdns
5. You should then receive a notification stating that Windows IP Configuration has Successfully flushed the DNS Resolver Cache.


Awesomium.dll is missing from your computer
http://i.imgur.com/3b76j1z.png
Try completely disabling your anti-virus software. If that doesn’t work, temporarily uninstall your anti-virus software and try to run the game.

Sometimes this error actually occurs, because the Glyph Launcher/Installer sometimes misses the file and installs it either incorrectly or not at all. Basically this usually means you are missing the awesomium.dll that should have been installed. You may need to try to reinstall in order to get the dll. 

If you don’t have the bandwidth for that and you’re feeling tech savy you could possibly download and compile the awesomium source code and then copy the compiled dll in its place. (Not recommended as nobody has tested if that will actually work yet).


Error 126
Typically, this is a driver based issue. Check if your drivers are up to date. If they are and you still can’t fix the problem, try rerolling them to the previous version. If that still doesn’t work, you’ll probably want to contact support.


Memory Leak – Weird graphical bugs
Definition: Memory leaks sometime occur when a computer program incorrectly manages memory allocations. In object-oriented programming, a memory leak may happen when an object is stored in memory but cannot be accessed by the running code. The engine tries to load in new textures, it doesn’t have enough space for the high res close-up ones, and reverts to loading the ones supposed to be used for far away because they are smaller and are the only thing that can fit.
I’ve been researching the web regarding this issue and a lot of people said restarting ArcheAge solves it but not indefinitely.
Here’s an example: http://i.imgur.com/EMOfhEi.jpg
To fix this, simply restart your client, and you should be back to high resolution textures again. This will basically free up your computer’s memory and allow you to continue playing as normal. This is likely to happen if you play for extremely long stretches of time.


“The Instruction at 0x7461d73 referenced memory at 0x74616d73. the memory could not be written.”
This error report indicates that something is wrong with your gpu memory, usually it’s drivers.
So let’s check that out
For ATI: AMD Driver Autodetect http://support.amd.com/en-us/download/auto-detect-tool
For Nvidia: Nvidia geforce experience http://www.geforce.com/geforce-experience


“The game is freezing and stuttering very often”
This problem is caused by DX11 and antialiasing.
Some things you can try:
ATI: open Catalyst Control Center -> Gaming -> 3D application settings -> lower your antialiasing start ArcheAge -> Game setting -> Display settings -> DX9 -> Apply -> Restart the game!
Nvidia: Nvidia Control Panel.”Click “Manage 3D Settings.” Click “Antialiasing – Mode” to “Off.” Click “Apply” then “OK.”start ArcheAge -> Game setting -> Display settings -> DX9 -> Apply -> Restart the game!

If this doesn’t work, try running the game in DX9. CryEngine is known to sometimes have issues with certain graphic cards when running DX11.

It is also a possibility that you may not have your swap file set to be big enough, especially if you have more than 4GB of RAM. Try increasing your swap file. Instructions for how to do this on windows machines can be found here: http://windows.microsoft.com/en-us/w…#1TC=windows-7


“Can’t enter Glyph platform”
This usually occurs, if Glyph is already running in the background (it probably failed to terminate correctly, or you have two copies of it trying to run at once). You’ll need to first terminate the Glyph process.
CTRL+ALT+DELETE, start task manager, open processes tab, sort the list alphabetically and find glyph.Select it and on the right bottom corner click end process. If it asks you for confirmation, tell it to terminate it. Make sure you terminate ALL of the Glyph processes (usually there is only one). Then restart Glyph.

If that doesn’t help try this:
Delete the Glyph AppData folder
The Glyph AppData folder contains several files that can get in a stuck state and cause the client to no longer authorize your login. Follow the steps below to delete this folder.
Navigate to C:UsersUSERNAMEAppDataLocal.
Delete the entire Glyph folder.
Attempt to re-run Glyph.


“Problem with texture flickering”
People suggest disabling multi-thread rendering helps, but it’s very advanced stuff so if you don’t know how to do that on your own, please get someone experienced to help you. Alternatively try lowering your texture / resolution settings in game.
This screenshot may also be relevant: http://i.imgur.com/z0SRUKa.jpg


Glyph is “locking” folders/icons
What it looks like: http://oi57.tinypic.com/2n715jk.jpg
How to fix it: Go to Start Menu > Click your User Name > Right Click on the Desktop Folder > select Share with > Nobody > Click Stop Sharing.
-Source GM Orthox


“Error ID 6 Chat Unavailable – Illegal parameter”
This refers to a third party program interfering with the Glyph client. Most of the time the problem is “Razer game booster”. Disable it and try to re-launch the game. If the problem still happens, then disable your antivirus and firewall since they might be blocking some part of the Glyph client. If the issue continues to happen, we suggest trying a few things to narrow down the issue. First check to see if you can play the game on a different Internet Service Provider’s connection (use a VPN or go to a friend’s house to test it). If this is the case, it is probably NOT a computer setting. This means you should first investigate your router/network’s port and firewall settings to make sure it isn’t being blocked from there. If you are able to determine it is definetly not your router, you’ll need to contact your ISP and take it up with them. Most are willing to work with you, but some have certain security measures in place that you won’t be able to do much about. If this is the case it is time to buy some new internet.

“Failed To Load Game Data!”
Example of this error: http://i.imgur.com/U8qXdUM.jpg
Common issue for this error are the Windows privileges. 
For WIN7,WIN8 -> right click – properties – compatibility – run as administrator – apply – ok – re-start the game.
Do the same thing when running the game itself.


“The gods have disconnected you. Check your network status and read any recent alerts”
Sample error: http://i.imgur.com/5Jlnf8t.jpg

This is a result of usually simple connection issues. First try disabling your firewall and any antivirus software in use, these will sometimes intefere with your connection and cause this error. Try restarting your router and your internet connection if that doesn’t work. If you’re playing on a wireless network (not recommended), this may just be happening from an unstable signal – try connecting with ethernet.


“Crash to desktop after Cryengine3 splash/intro screen”
This is a known issue. As a work around several people have reported that spamming escape or spacebar when the game starts will bypass the splash screen and get you to character select. (You’ll probably do this anyway, since it is boring to watch the whole startup screen every time).


“#1032 error, HSUpdate has stopped working”
First disable your antivirus and firewall. Re-start the game. Razor’s Game booster can sometimes also cause this issue, be sure to disable it.

Game keeps crashing to desktop with no explanation or will freeze up if I try to alt tab out of the game.
This can sometimes be a result of the memory leak problems noted above. It could also be a result of not having enough swap space configured for your system.


Help! I disabled my firewall and I’m still getting disconnection errors!
Some firewall/antivirus programs are very stupid. As a result, you may need to completely uninstall it (and then reinstall when your done updating). Sometimes this can also happen by an external firewall (such as a router’s firewall), make sure to check your network settings (or contact your Network Admin) if it doesn’t appear to be your computer. You should make sure that it really isn’t your computer causing this issue. Test this by trying the game on another ISP or while connected through a VPN.

A note about firewalls: Although firewall software is intended to protect your computer from malware, spyware, hackers and so on, some times it is overly protective and acts more like a wall that gets in your way. Walls are only useful if they are protecting, unfortunately sometimes walls can be used to imprison and trap. When it comes to firewalls the same concepts apply. A properly configured firewall should not cause issues with ArcheAge, however, most firewall’s are not properly configured. This is why we have suggested numerous times to just disable/uninstall the firewall when you need to use ArcheAge. However, you should be aware that this may put your computer at risk, especially if are browsing potentially malicious sites while playing ArcheAge. 


Getting bad FPS? Game doesn’t quite look as good as some of the screenshots you’ve seen?
Check out this thread: http://forums.archeagegame.com/showt…8System.CFG%29 Lots of tips about the system.cfg and how to take advantage of CryEngine’s cool features.

Where is the alpha server located?
The Alpha server is located in Dallas, Texas. That server’s IP is: 208.94.25.11
There is also another server farm located in Amsterdam, Netherlands. That server’s IP is: 193.105.173.56


Not sure if you can run ArcheAge? 
Alakuu has a great thread devoted to helping you figure that out. He’s also pretty good with recommending hardware specs to buy if you’re looking to buy a new gaming rig for ArcheAge. Check out the thread here: http://forums.archeagegame.com/showt…Can-you-run-AA!


Which ports are used by ArcheAge?
TCP ports: 80, 1237, 1239, 1250
More info can be found here: https://support.trionworlds.com/app/…tail/a_id/1743

Interesting Tech Notes/Speculation
Glyph appears to use a torrenting scheme to download content. This may affect your download speeds or be blocked by some ISPs.
ArcheAge currently uses an out of date version of CryEngine, as a result there are likely to be some graphical errors / features that the current version of CryEngine that don’t exist at the moment.
ArcheAge uses Akamai Technologies Cloud Services to distribute the alpha package (I haven’t been able to confirm this yet). Some ISP’s may limit/restrict their server’s.


ArcheAge Portable Edition Guide
So you don’t want each computer you install archeage on to have to wait for the ridiculously long download? Have no fear, copying ArcheAge from one computer to another is relatively simple. How to do it:
-Copy the contents of your archeage install to a removable media disk (thumbdrive portable harddrive). This is by default stored here: C:Program Files (x86)GlyphGamesArcheAge
-Install Glyph on the computer you want to play on, try to install it to the same location as your other machine. Instead of pressing update/install, close Glyph.
-press the windows key + r at the same time, a run dialogue box will come up type in “regedit” and press enter
-here’s the tricky part:
1. Locate the HKEY_USERS folder and navigate to > S-1-5-21-…somenumber (this is usually the last folder, if you have multiple users you may need to look around for the correct one) > Software > Trion
2. Right click on the Trion folder and select “export”, save it as registry_aa_usr (name not important)
3. Locate the HKEY_CURRENT_USER folder and navitage to > Software > Trion
4. Right click on the Trion folder and select “export”, save it as reigstry_aa_cur (name not important)
5. Put the two registry files we just saved on the same removable media drive
6. Copy everything from the removable media drive to it’s appropriate location on the new machine (keep the paths the same if possible)
7. rightclick on registry_aa_usr and tell windows to merge, do the same with registry_aa_cur
8. If windows doesn’t allow you to merge one of the registry files, you may need to manually insert the data. To do so:
open regedit, navigate to where the registry data should be located, change all the keys/create keys to have the same values as those in the registry file exports you created.
9. Re-open Glyph, it should now say “play” instead of “install”. Press play and you should be able to play the game.

Note: This does not retain your individualized graphic settings and so forth, you’ll need to also copy the stuff from C:Users<your user name here>DocumentsArcheAge folder as well if you want that.