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Notices [Notice] Black Desert - Steam Troubleshooting FAQ
Black Desert 2019-10-07 15:56
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Greetings Adventurers,

 

Encounter a technical issue getting in the way of your Black Desert experience? Take a look at this Troubleshooting FAQ; you may find the solution here or learn how to expedite our assistance by providing us with the information we need.

Q. I downloaded the game from the Steam client, but the launcher won’t patch.

A. Patch issues can be a result of a variety of different causes. First, please check the following.

 

- At least 31GB of free space on the drive where Black Desert is installed
- Ensure your Internet/ISP connection is stable and check your network settings

- Turn off any programs/background processes that may interfere with the download (You can try launching Windows in a Clean Boot Environment)
- Use an Antivirus program to scan your PC for viruses/malware and check your Firewall settings

 

If you’ve checked the above, please follow the steps below:

 

1. Completely close the Black Desert launcher.
2. Navigate to your Black Desert installation folder by going to your Steam Library, right-clicking Black Desert, and selecting Properties in the drop down menu.

 

 

3. After you’ve opened Properties, select the Local Files menu tab, and press the Browse Local Files… button.

 

4. In this file directory, delete the patch_temp folder.

 

5. Restart the Black Desert launcher from the Steam client. If the patch download does not start, press the Scan Files button shown below.

 

6. If you are still unable to patch Black Desert after following the steps provided, you may have to reinstall the game. Otherwise, please provide us the update.log file from the Black Desert installation folder and the StartupLog files from the folder shown below on the official Black Desert website [Support -> Submit a Ticket].

 

 

 

Q. I’m trying to play Black Desert, but I’m getting an Account authentication failed error message.
A. Please try following the steps provided below:


1. Completely close the Black Desert launcher.
2. Navigate to your Black Desert installation folder by going to your Steam Library, right-clicking Black Desert, and selecting Properties in the drop down menu.

 

3. After you’ve opened Properties, select the Local Files menu tab, and press the Browse Local Files… button.

 

4. Delete the cookies and cookies-journal files.

 

5. Restart your Black Desert launcher and try to access the game.

 

If you are still unable to access the game, please contact us on the official Black Desert website [Support -> Submit a Ticket] and provide the console.log and update.log files as shown in the images below.

 

 

 

Q. I’m getting Xigncode errors. Help!
A. Xigncode errors may be due to possible 3rd-party program interactions. Please check the following.

 

- Turn off any programs/background processes that may interfere with the game (You can try launching Windows in a Clean Boot Environment)

- Use an Antivirus program to scan your PC for viruses/malware and check your Firewall settings

 

If the error persists, please follow the steps below to send us the relevant logs to determine the exact cause.

 

1. Completely close the Black Desert launcher.
2. Navigate to your Black Desert installation folder by going to your Steam Library, right-clicking Black Desert, and selecting Properties in the drop down menu.

 

 

3. After you’ve opened Properties, select the Local Files menu tab, and press the Browse Local Files… button.

 

4. Locate the update.log file from the Black Desert installation folder.

 

 

5. Next, in the same Black Desert installation folder, find the bin and bin64 folder.

 

6. Make a copy of the xc folder in both the bin and bin64 folder. Provide copies of the xc folders and the update.log file to us on our official Black Desert by going to [Support -> Submit a Ticket]. We’ll make sure to get you a solution as soon as possible.

 

Q. My game keeps crashing!
A. If you encounter game crashes that do not provide an error message, please ensure the following:

 

- Ensure your Internet/ISP connection is stable and check your network settings

- Turn off any programs/background processes that may interfere with the game (You can try launching Windows in a Clean Boot Environment)
- Use an Antivirus program to scan your PC for viruses/malware and check your Firewall settings
- Hardware settings are not interfering with Black Desert
- Windows and Drivers are updated to the newest version

 

If crashes persist with all the above checked, find the Dump folder in My Documents -> Black Desert, and the update.log file in the Black Desert installation folder. Send us the files in this folder by contacting us on the official Black Desert website [Support -> Submit a Ticket]. The more details you can provide, the better we can assist you!

 

 

Q. When I start Black Desert with a shortcut, I cannot log into the launcher (receive a “check your ID and password” error message even though my ID and password are correct) or I get a “You do not have permission” error.
A. If you encounter such an issue when launching Black Desert from a shortcut. Please delete the shortcut and start Black Desert from the Steam client. Otherwise, you can create a new shortcut by going to your Steam client, right-clicking Black Desert in your Steam library, and selecting “Create Desktop Shortcut” as shown below.

 

 

Also, if the Black Desert launcher ever asks you to “create a shortcut on your desktop”, please do not accept and only create shortcuts through the Steam client as shown above. Due to the nature of the Steam client, any shortcuts not created by the Steam client may not work properly.

 

If your problem persists, please contact us on the official Black Desert website [Support -> Submit a Ticket] with more information.

Encounter an issue or technical problem not listed here? Reach out to us on our official Black Desert website [Support -> Submit a Ticket] and let us know how we can help!

 

Thank you.

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