EVE Launcher Issues and Workarounds

Contents

Intro

After the release of the EVE Launcher players have noticed that there have been a few problems with it due to various issues. Here we'll try list all known issues and their workarounds one by one.

Whilst trying to resolve issues with the EVE Launcher, it is recommended to disable your firewall and/or antivirus during the download process, to determine if they are affecting the operation of the EVE Launcher. If you find your problem is resolved in this manner, please take a moment to file a Bug Report with your results.

If none of these workarounds help solve your problem please send all relevant information in a Bug Report with the subject beginning with "Launcher" ( for ease of filtering ) as well as filing a petition under the Technical queue and the Installation and patching category with the same information attached. All information we need is included in the #Collecting Information section below

Information

General information for the EVE Launcher can be found in the EVE Launcher wiki article

Collecting Information

The information required in Bug Reports as well as in petitions is the following.

  • EVE Launcher log file
    • On Windows the log file(s) can be found in the EVE installation folder, i.e. "C:\Program Files\CCP\EVE\launcher\cache\" and will be named in the format launcher.year-month-day.log for example: launcher.2014-01-08.log
    • On OS X it can be located doing the following,
      • Right click on the EVE Online Application in Finder and select "Show package contents" there navigate into \Contents\Resources\cache\ there you'll find the log file.
  • If the EVE Repair Tool fails it'll tell you where the error log is placed for you look it up, do not close the information window before searching for it *since that deletes the log
Additional Information
Anti-virus program name and version
Software Firewall name and version
Connection type ( DSL, Cable, Broadband, Mobile etc etc, also include information on if you are using WiFi or connecting directly to router/modem )
Any other additional information you can think of, that is other programs that might be interfering with the download or the use of the Launcher in any way.

After gathering the information please compress it all into a .zip file and attach to the Bug Report and/or petition.
Here you can file a Bug Report: https://bugs.eveonline.com/newbugreport.asp
Here you can create a petition out of game: https://support.eveonline.com/Pages/Petitions/MyPetitions.aspx

Download Issues

The most common cause of download issues with the EVE Launcher or EVE Repair Tool, is that they are receiving corrupted or incomplete data from the content servers. There are many reasons for this, the most common being proxies, transparent proxies on ISP's and third party programs to name a few. A more comprehensive list is available on the Steam Support forums, here. If any application present on the user's computer is listed, it should be closed and/or disabled when attempting to diagnose or debug download issues.

The EVE Launcher and EVE Repair Tool both employ features of the HTTP/1.1 specification, namely range requests, and as such support for HTTP/1.1 must be present in the local network configuration.

Testing Connectivity

If is often straight forward to test the connectivity between the user's computer and the endpoints used by the EVE Launcher, by simply visiting the following URL's in a webbrowser:

EVE Launcher does not start EVE Client

If the EVE Launcher does not start EVE Client, please file a Bug Report so the developers can investigate the issue in full detail. Running the EVE Repair Tool can discover and fix some issues, and if the issue persists filing a Bug Report is necessary.

Bypassing the EVE Launcher

If your EVE Client has been updated, but the EVE Launcher is failing to start it, then it is possible to bypass the EVE Launcher. This is accomplished by navigating to the EVE Client application, and starting it.

On Windows the EVE Client application can be found at \CCP\EVE\bin\exefile.exe
On Mac OS X the EVE Client application can be found at Contents/Resources/Eve Online.app inside the primary EVE Online application.

NOTE: this is not a supported use case, and is only to be used in extreme circumstances.

EVE Launcher links do not work

This is a known problem, please file a Bug Report on the issue with all relevant information. Please include what is your default browser

Update
It seems that having Internet Explorer 9 as your default browser is causing this, changing another browsers to be your default browser should thus fix this for you.

EVE Launcher Freezes

Try removing Launcher\Cache in your game installation directory and restarting launcher.

EVE Launcher Crashes When Attempting to Run

If the EVE Launcher application crashes, then it is possible that a crash dump is generated. Crash dumps can be found within the Windows folder %localappdata%/CrashDumps and are named launcher.exe.$PID.dmp (where $PID is a 4 digit number). If you encounter a crash, then please file a Bug Report and attach the crash dump to allow the developers to investigate.

Known Programs causing problems

Lightspark Flash Alternative

The Lightspark Flash player plugin has been the cause of several crashes of the embedded webbrowser within the EVE Launcher.

ESET Smart Security/ESET NOD32 Antivirus

If you have either or both of these installed the issue is that a security feature in this software which is called “application protocol content filtering” is blocking the EVE Launcher and EVE Repair Tool from downloading data from our content servers.

The workaround is to disable the “application protocol content filtering” while the update is running and then re-enable it. The how-to has been posted in full here: http://community.eveonline.com/news.asp?a=single&nid=4930&tid=1

Astaro Firewall

Currently only known with version 8.3

If the EVE Launcher needs to download anything to patch you need to disable web filtering in the firewall first for it to work.

OS X specific issues

The following are a list of specific issues for OS X 10.6 and 10.7

Corrupt installation/patching

In the case of a corrupt installation or patch the EVE Launcher sometimes will not start or will fail to start the EVE Client
You can work around this in two different ways.

1. Open the Terminal Application or use Finder to work your way to this path:
EVE Online.app/Contents/Resources/EVE Online.app/Contents/Resources/transgaming/c_drive/Program Files/CCP/EVE

In there delete the "common.ini" file and start the client again. It will start the EVE Launcher and repair the client for you automatically.

2. Uninstall the client, delete the EVE Online Preferences folder for it from /Users/username/Library/Application support/
Then download the latest full version of the client from: http://community.eveonline.com/download/ and install. This is a bit more severe fix for the issue but hopefully will only be needed under severe client corruption circumstances.