AoC FAQ and Troubleshooting

AoC Apocalypse FAQ & Troubleshooting

Last updated – April 12th 2019
All data was compiled with the approval and assistance of the Ashes of Creation moderator team.

Have questions about Apocalypse, Download problems, Crashes, Annoying Bugs, Errors, Troubleshooting Help and more? Look no further.
The first section of this article is a compiled spreadsheet of errors, crashes, bugs and data. Followed by Frequently Asked Questions and the third section covers Troubleshooting.

(Spreadsheet too large? Use this direct link to view the spreadsheet in full)

Frequently Asked Questions

Q: Apocalypse ‘Corrupted Index in PaK file’ error fix:
You have leftover game files from an older version of the game. You need to perform the following steps to manually delete residue folders and then clean re-install the game.

  • Uninstall Intrepid studios launcher through your control panel.
  • Delete the APOC folder located in %LocalAppData%\ (Can be found by typing it %localappdata% into the run box)
  • Delete the APOC_Update folder located in %LocalAppData%\
  • Delete the Intrepid-launcher folder located in  %LocalAppData%\Programs\intrepid-launcher
  • Delete %APPDATA%\intrepid-launcher
  • Delete %ProgramFiles%\Intrepid Studios
  • Delete %ProgramData%\Intrepid Studios Launcher
  • Delete the folder where you installed the game (Main AoC Game folder)
  • Download and install the launcher from the website here
  • Install the new game client.

Q: What does ‘Authentication Failed Beta Credentials not active yet’ mean?
Error: Authentication Failed Beta Credentials not active yet – This is a message generated by the game launcher. It means everything on your end is working perfectly fine, however the game servers are down for maintenance. You can check the server status page to see if servers are online. Source

Q: What time does the open/beta start?
At this moment, it is unknown what time it will begin. Keep an eye on the #news channel on the AoC Discord for future announcements. All announcements by Intrepid operate on PST. Convert as needed. Delays are possible.

Q: Where can I download the game client?
You can download the game here. Testers, please read through your testing email thoroughly to understand the testing process.

Q: Can I pre-download the client?
Yes, here.

Q: Do I have to register for the beta?
If you want to play Apocalypse, you have already registered in the beta test when you created your accounts (registered on the main site). Apocalypse will exist separately alongside the MMORPG and helps with testing.

Q: How long will Apocalypse be up for?
The Apocalypse portion of Ashes of Creation is permanent, and will be playable alongside the main MMO.
NOTE The current game modes you have seen in the alpha so far, is not representative of the final product that will be released in late 2019.

Q: I bought an Alpha/Beta package, when can I play the game?
Depending on the pack you purchased, you’ll be able to join different stages of the MMORPG testing. The Apocalypse mode (Battle Royale, Castle Sieges, Horde Mode) is open to the general public and begins its first phase on December 18th 2018. More information on the updated release schedule can be found here

Q: I bought a package that includes Alpha 1/Alpha 2 but I did not receive an Email with access.
If you recently purchased an account, you need to contact support to receive your access as quickly as possible.

  • Alternatively, check the spam folder within your Email.
  • Ensure you are using the correct email tied to your ashes of creation account.
  • If you are a kickstarter backer, check your AoC account to ensure the kickstarter pack is applied to your account.
  • Submit a support ticket on the main site or follow these instructions to get your account access sorted.

Q: Why cant I log in on the launcher?
The server is most likely down. Please check the #server-status channel on the AoC Discord. The status.ashesofcreation.com website does not work as intended.

Q: How do I know when the server is live?
Intrepid posts regular updates regarding the server, including crashes, restarts, bugs and more in the #server-status channel on the official Ashes of Creation Discord.

Q: How do I gain access to the hidden NDA stress-test channels on discord?
In order for you to gain access to the NDA channels you must do the following:

  • First you must click the link provided in your email which should say something like: “Review our NDA at this time
  • All you have to do is download the word document included within your email. Downloading it is enough to let the devs know and start the process.
  • After you have done that you will be processed to receive the stress test tag in the forums
  • Once you have received the forum perms you will be able to see this link . Without the forum perms you can NOT see the page.
  • Follow the instructions on this forum thread to receive your Discord perms.
  • If you have already done the steps above and have not yet received your NDA forum perms DM @Belle-bot.exe♡ and provide your forum profile url.

Ashes of Creation 2019 Roadmap

 

Troubleshooting

Q: Test account registration website Error 502 (Bad gateway)
This is due to high load or the devs updating the account system. Using incognito/private mode or a different browser/device usually gets you through. (Alternatively try clearing your browser cache or simply press CTRL+F5 on your keyboard to refresh with your cache cleared). Do not take a screenshot of the Error 502 page and share it publicly as it contains your IP address at the bottom.

Q: Patching progress bar stops near the end of patching (ie: patch progress is showing something similar to 97.48%, and does not increment from there)
The files are being unpacked and processed, please wait until the process completes. Intrepid are adding better user feedback experience for this stage.

Q: “Access to the path is denied” which lists EasyAntiCheat_x64.dll or EasyAntiCheat_x86.dll
Open Windows File Explorer in the directory specified in the error message and delete EasyAntiCheat_x64.dll and EasyAntiCheat_x86.dll. Restart launcher.

Q: When starting the launcher, if you get a “Patcher System Error” message:
Open the Task Manager, click on Details and kill all tasks matching “Intrepid Studios Launcher.exe”, “APOC-Win64-Shipping.exe”, and “Patcher.exe”. Restart launcher.

Q: If you are not running the Launcher version 1.0.102 (bottom right corner of the screen):
Reinstall the launcher from here. You do not need to remove old versions.

Q: “Error Code: 20006 (Cannot create service (StartService failed: 2))”
Open Windows File Explorer in the directory where the EasyAntiCheat installer is. For example C:\Program Files (x86)\Intrepid Studios, Inc\Ashes of Creation Apocalypse\EasyAntiCheat. Run EasyAntiCheat_Setup.exe, select “Ashes of Creation” and click “Repair Service.” Once completed, restart your launcher.

Q: Invalid Email / Email address unavailable when attempting to register for a test account
Ensure you are using the same email connected to your ashes of creation account which can be found here . The field is case sensitive so include capital letters.

Q: Unable to click on Install or other options within the launcher/installer
This is a resolution error, click inside the launcher and press TAB  a few times to select/highlight the install button and press enter.
Alternatively: Go into your display and make sure your scale and layout is set to 100% then restart.

Q: I get ‘Incorrect Password’ when trying to log into the launcher
This is shown when the servers are down or if the servers crash. Check #server-status channel on the Ashes of Creation discord for direct updates from Intrepid. Wait for the servers to come back on and try again

Q: My download is stuck at 0%
Common 0% download problem solving – quit launcher, restart launcher as admin – make sure firewall/antivirus aren’t stopping DL
If you can’t click ‘View NDA’ in launcher it’s usually a resolution issue – can be fixed by adjusting resolution or tabbing until button is highlighted and pressing enter

Q: Game download jumped DOWN from 80% to 50% (Or any other downward jump in download progress)
Intrepid developers have recommended restarting your download. Exit the client and re-launch it. It should continue the download from the correct point.

Q: My download is stuck at 100%
Dont touch it. While it may seem stuck, the patcher is actually verifying the files that have been downloaded. Once done verifying, the launch button will light up.

Q: ‘Failed to start the game: Game exited with code: 3, signal: null)
Code 3 errors can be caused by a variety of issues, but seem to most often be a ‘corrupt data’ issue.

  • Ensure you are running the AoC client as an administrator. These might also occur if the launcher is interrupted partway through downloading.
  • Running old versions of the launcher / attempting to install with an old version of the client installed / installing with old App data folder (APOC) can cause Code 3 errors.
  • Restart your computer / restart launcher / attempt to start client as administrator – This might trigger launcher into performing a successful repair.
  • Another possible fix for some people is to install the epic game launcher and then download Unreal Engine 4
  • If none of the above work, perform a clean uninstall of both the client and the launcher. Ensure you download the newest version of launcher.
  • If setup doesn’t ask you for the install location, your uninstall wasn’t ‘clean’. Install into a folder, not a root directory, preferably in \Program Files (x86).

Q: ‘Failed to start the game: Game exited with code: XXXXXXXXXX, signal: null)
Restart your launcher. Might require multiple restarts to sort itself out.

Q: ‘A JavaScript error occured in the main process’
This is a node.js error that could be any number of possible issues. Recommend a clean install to fix this. No proper solution available currently.

Q: How do I perform a clean uninstall/re-install?
Follow the following steps without skipping any:

  • Uninstall Intrepid studios launcher through your control panel.
  • Delete the APOC folder located in %LocalAppData%\APOC (Can be found by typing it %localappdata% into the run box)
  • Delete the Intrepid-launcher folder located in  %LocalAppData%\Programs\intrepid-launcher
  • Delete %APPDATA%\intrepid-launcher
  • Delete %ProgramFiles%\Intrepid Studios
  • Delete %ProgramData%\Intrepid Studios Launcher
  • Delete the folder where you installed the game (Main AoC Game folder)
  • Download and install the launcher from the latest email.
  • Use the new testing credentials to login.
  • Read/Accept NDA and install the new Game client.

Q: ‘Patching failed: Code patcher xdelta…\patcher\xdelta3.exe’
Your antivirus or windows defender has deleted the ‘xdelta3.exe’ file during installation. This is due to some files being flagged as a false positive. Completely disable your anti-virus (Some anti virus continue to run even after being disabled, or add the Intrepid/Apoc folder to the exclusions list of your antivirus). Another option is to ask a friend for the ‘xdelta3.exe’ file and copy it over (Be cautious of who you accept files from). After this you need to create an exception in your antivirus for this file to keep it from deleting/quarantining the xdelta file again.

Q: ‘DirectX11 feature level 10.0 is required to run the game’
Update your graphic card drivers and restart your pc. (Known issue with Nvidia driver version: 416.16, update or rollback). If this doesnt work, re-install directX using the end-user runtime provided by microsoft which you can find here

24 Comments

  • Hi,
    I cannot launch the game. When I press launch, a message appears in the right top corner, saying “launching”. After a while it disappears and nothing happens.
    I also tried to launch the game without the launcher, but that way I am not logged in.

    duckerdik
    Posted December 19, 2018
    • Got the same problem. any fixes?

      Woolihoo
      Posted December 20, 2018
      • The server is currently down. Please check the #server-status channel on Discord for updates from Intrepid.

        Posted December 20, 2018
  • i cant install it error 2 allways even if i install the dx setup myself

    peradore
    Posted December 19, 2018
    • Alternatively consider updating your graphic driver software and checking if your GPU supports DX10

      Posted December 20, 2018
      • i have the same problem :/
        i updated my driver software and my GPU supported DX12 .. so i guess its supports also DX10

        Navik
        Posted December 21, 2018
  • can’t get pass through “Patcher System Error.” I already killed the tasks mentioned above and all application being used. what to do?

    renz
    Posted December 20, 2018
    • Most likely caused by leftover files. Follow the steps to perform a clean install while your anti-virus is disabled.

      Posted December 20, 2018
      • Same error to me. I have no anti-virus and i tried install many times

        Zarroth
        Posted December 21, 2018
    • I have similar problem. nothing in articles don’t helped me.

      for owners:
      in first – fix you game, only after that – make Beta test….
      to hiring more QA.

      thanks isn’t necessary.

      Brabyz
      Posted January 26, 2019
  • already did a clean install as I’m new. Even did the clean uninstall steps w/o any antivirus or apps running but still the same issue.

    renz
    Posted December 21, 2018
    • What CPU do you have?

      Zarroth
      Posted December 21, 2018
      • Intel G4560
        gt1030
        8gb
        win7 64bit

        renz
        Posted December 22, 2018
    • I have AMD Phenom II X6 1100T
      GTX 960
      8 GB
      Win 7 64bit

      Maybe the problem is the Windows version?

      Zarroth
      Posted December 24, 2018
  • i cant install it error 2 allways even if i install the dx setup myself

    Graphic card is rx 480

    Graphic drivers, windows 10 and also DX is up to date

    Zap
    Posted December 21, 2018
  • I can’t install it. I log in correctly and it start to download/install, but then, suddenly, the launcher log out and I have to log in again. After I finish, logging in every few minutes, it finish to intall but it don’t open. I suppose that it’s a problem with the launcher, because of the log in-log out thing, please, help

    DanielLykos
    Posted January 25, 2019
    • Sounds like your anti-virus is preventing you from staying logged in and downloading. Try disabling your AV and allowing the game through your firewall etc.

      Posted January 25, 2019
      • I ‘ve just tried it and the same hapens, it’s a pitty

        DanielLykos
        Posted January 25, 2019
  • When entering correct login details into Launcher nothing happens. No error but password field just clears. Confirmed login details correct through website but still unable to login via launcher

    Jason Pritchard
    Posted September 28, 2019
    • This is a known issue for some countries on steam. Use the website installer instead.

      Posted September 28, 2019
  • I cant log in to my account because i made it before december 18th 2018. i need to migrate but i dont remember my old password

    Mikkel sonne
    Posted November 2, 2019
    • Head here: https://accounts.ashesofcreation.com/login

      1. Click on forgot password and recover your password via email.
      2. Go back to the link above and then click on ‘Account Migration’ and login to migrate your account.

      You should be able to login normally now.

      Posted November 3, 2019
  • When I try and hit the “Play” button in the game it won’t let me. Same thing is happening with the settings button.

    James French
    Posted November 13, 2019
    • Your resolution is most likely incorrect. Try pressing ALT+Enter to force windowed mode in order to change the settings.

      Posted November 20, 2019

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