Game Log in Troubleshooting Guide

Hi everyone, 

Wanted to put together a short checklist/troubleshooting guide as we’re seeing reports of players being unable to get past the key art loading screen. 

Security programs

• Be sure to add the game AND launcher on the allowlist for any security programs (anti-virus, firewall, etc…) Depending on what programs you are using, you will have to look up how to add SWTOR executables to the allowlists. Adding only one or the other may not allow the game to play correctly. 

Subscriber vs Preferred/F2P accounts being able to log in

• There are reports of some players with Subscriber accounts being unable to log into the game, however, if they create a new account, the new account is able to log in. We recommend that impacted accounts delete the settings folder that is typically found here: C:\Users\%username%\AppData\Local\SWTOR\swtor\settings
• Before doing this, back up your files in case this is not the root cause for this issue. 

Do you meet the system requirements for SWTOR? Please note that if you do not, the game may not run properly on your machine.

• OS: Windows 10 or later - 64-bit
• Processor AM : Athlon 64 X2 Dual-Core 4000+ or better
• Processor Intel:Intel Core 2 Duo 2.0GHz or better
• Memory:6GB RAM
• Graphics Card: Star Wars: The Old Republic requires a video card that has a minimum of 1 GB of on-board RAM as well as support for Shader 3.0 or better. Examples include: Intel HD 3000 or better/ AMD Radeon HD 7450 / Nvidia GeForce 610
• Storage: 75 GB
• Internet connection Required to play.

Will be keeping an eye on reports and add to this list as needed. 
 

Hi all, 

Following up on the above. If deleting the settings folder does not fix the issue, could you please answer the following: 

• What happens if you edit the client_settings_ini file and change  the lines “GraphicsQuality = 1” and “TextureQuality = 1”? (It's fine if you don't see the TextureQuality line).
• What graphics card are you using?

Feel free to answer in this thread. 

Hi everyone, 

I know we’re coming up on the weekend, so I wanted to update this thread with what’s happening regarding this issue. 

First, thanks to everyone who is supplying info for us and answering the questions the team has. It’s helpful in their investigation into this issue. 

Second, a fix has not been determined as of now, however, please know that this is a priority for the team. 

Third, the team has requested that DxDiag files be sent to [email protected]. Please only send in files if you are impacted by the issue of not being able to get past the loading screen. And be sure to include your account name! 

If the team needs additional info, I will update this thread again. 

Lastly, we understand that the players impacted by this problem have not been able to get into the game since 7.4.1 went out, and we are working on plans to compensate those players. This will be executed after a fix has been made and deployed. 

Thanks for your patience everyone! 


Note: Copy and pasting the reply I made from this thread. Just adding this here for more visibility and consolidating info.