Common EPIC ISSUES

Basic Epic Troubleshooting.

Troubleshooting the Epic Games Launcher

If the Epic Games Launcher is crashing, not downloading or launching games, or otherwise not working as expected, here are some troubleshooting steps that often fix common problems:

Check the Epic Games server status

Check for updates

Check to see if there is an update for the Launcher. To do this, click your profile icon in the top right corner of the Launcher and select Settings.

If you see a RESTART AND UPDATE button select it to update the Launcher.

Verify system requirements

System requirements for the Epic Games Launcher

Make sure your computer meets the system requirements to run the Epic Games Launcher. The system requirements for the Epic Games Launcher are:

OS: Windows 7 or higher, macOS 10.11 or higher

The launcher doesn't support beta versions of MacOS.

Processor: Intel Core 2 Duo / AMD Athlon 2x2

Memory: 2GB

Video card: DirectX 9.0c Compatible GPU; NVIDIA Geforce 7800 (512mb)/AMD Radeon HD 4600 (512MB)/Intel HD 4000

Hard drive: 1.5GB

Disable fullscreen optimization

If you're seeing low frames per second (FPS), try disabling fullscreen optimization:

Shut down the Epic Games Launcher completely.
Go into the directory where it is installed, right-click on the launcher .exe file, and click Properties (Epic Games\Launcher\Engine\Binaries\Win64\EpicGamesLauncher.exe).
Go to the Compatibility tab.
Click to check the Disable fullscreen optimizations box.
(Optional) You can also click to check the Run this program as an administrator box.
Click Apply and Ok.

Clear the Epic Games Launcher’s webcache

Clearing the webcache often resolves display issues that may prevent you from using the Launcher. Follow these steps to clear your webcache:

On Windows:

Exit the Epic Games Launcher by right-clicking the system tray icon in the bottom-right corner, and then clicking Exit.
Press Windows key + R, type “%localappdata%”, and then press Enter to open a File Explorer window.
Open the Epic Games Launcher folder.
Open the Saved folder.
Click the webcache folder, and then delete it.
- (Optional) If there is a folder called webcache_4147 and/or webcache_4430, delete that as well.
Restart your computer, and then relaunch the Epic Games Launcher.

On Mac:

Exit the Epic Games Launcher.
Open Finder.
Click on Go then Go to Folder...
Type "~/Library/Caches/com.epicgames.EpicGamesLauncher" and press Enter.
Drag the webcache folder to the Trash.
Press control and click on Trash.
Click on Empty Trash.
Relaunch the Epic Games Launcher.

Run the Epic Games Launcher as an administrator

Running the Launcher as an administrator elevates its permissions to avoid problems with downloading games, for example.

Follow these steps to run the Launcher as an administrator:

Right-click your Epic Games Launcher shortcut.
Click Run as Administrator.

Update graphics card drivers

Reinstall the Epic Games Launcher

Note: The following process will remove all of your installed games.

On Windows:

Follow these steps to run the system file checker then reinstall the Epic Games Launcher:

Close the Epic Games launcher by right-clicking the system tray icon in the bottom right corner and then clicking Exit.
Click Start.
Type "cmd", right-click Command Prompt, and then click Run as administrator.
In the window that opens, type "sfc /scannow", and then press Enter. This may take a little while.
Restart your computer.
Click Start.
Type "Add or Remove Programs", and then press Enter.
Select Epic Games Launcher from the list of programs.
Click Uninstall.

On Mac:

Note: If your Launcher is freezing on macOS 10.15.1 or earlier, reinstalling the Launcher often fixes the issue. Please note that macOS 10.12 and earlier are no longer supported.

Close the Epic Games Launcher.
Verify there are no processes associated with the Epic Games Launcher by checking Activity Monitor.
Open the Applications folder.
Click and drag the Epic Games Launcher application to the Trash.
Verify all the following directories no longer have any Epic Games Launcher folders or files:
- ~/Library/Application Support
- ~/Library/Caches
- ~/Library/Preferences
- ~/Library/Logs
- ~/Library/Cookies

How to troubleshoot connection issues

A connection issue is anything that prevents you from being able to use the Epic Games Launcher or any other Epic Games product. This could happen while attempting to login to the Epic Games Launcher or using any Epic Games product.

Some things that may occur if you're having trouble with your connection:

Unable to login to the Epic Games Launcher
Unable to download or update games in the Epic Games Launcher
Receiving an error code using the Epic Games Launcher

Use a wired connection

Wireless connections are not as stable as a wired connection. This means that the signal can be unreliable and result in packet loss, connection problems, or higher latency or ping. Connect directly to your modem or router with an ethernet cable to eliminate this possibility and have the fastest connection possible.

Disable your firewalls

Often the quickest way to fix connection problems due to firewalls is to temporarily uninstall and/or disable it.

Note: This process is only for troubleshooting. If the connection issue is fixed after removing or disabling your firewall, make sure to manually add our products as exceptions to the firewall and try again.

Disable Windows Firewall

Click on Start.
Click on Control Panel.
Click on System and Security.
Click on Windows Firewall.
Click on Turn Windows Firewall on or off (You might need to provide the Administrator password at this step)
Under each Network location, select the Turn off Windows Firewall option

Uninstall any other firewalls

Using a third party firewall may prevent you from being able to connect to the Epic Games Launcher, Fortnite, or another Epic Games product. We recommend removing any third party firewalls temporarily to see if this resolves your issue. If it does resolve the problem, make sure to add the following executables as exceptions to your firewall:

Epic Games Launcher

C:\Program Files (x86)\Epic Games\Launcher\Engine\Binaries\Win64\EpicGamesLauncher.exe
C:\Program Files (x86)\Epic Games\Launcher\Engine\Binaries\Win32\EpicGamesLauncher.exe

Note: Contact your firewall manufacturer for instructions on how to add these as exceptions to it as this varies between them.

Unblock your network ports

Network ports allow certain types of data to be successfully sent over a network that are used by our services. If you have any of these blocked, it may result in you being unable to connect to our games or use our services properly. To unblock your ports on you router do the following:

Windows

First, you will need to get your default gateway and internal IP address:

Click on Start.
Type cmd and press Enter.
Type ipconfig and press Enter.
Take note of your Default Gateway and IPv4.

Configuring your router to unblock the ports

Open your web browser.
Type your Default Gateway into the address bar and press Enter. (A common Default Gateway is 192.168.1.1)
Locate the Port Forwarding page in the administration tool and click on it.
Make sure you have Port Forwarding selected and not Port Triggering as this is completely different.
On this screen you will need to enter the ports and port ranges below with the correct protocol and local IP of which you took note of above: 80 (TCP/UDP), 433 (TCP), 443 (TCP), 3478 (TCP/UDP), 3479 (TCP/UDP), 5060 (TCP/UDP), 5062 (TCP/UDP), 5222 (TCP), 6250 (TCP/UDP), and 12000-65000 (TCP/UDP).

If you have any trouble doing the above on your router, make sure to check out the router manufacturer's support site for additional instructions as these will vary router to router.

VPN and Proxy Servers

Switch Domain Name Systems (DNS)

Switching your DNS can result in better connectivity and performance for your internet connection. There are two different DNS services we recommend to have you try if you are having issues with your connection. Below are the followings links with instructions on how to change your DNS:

Epic Games Launcher: Edit your Engine.ini file (Windows only)

Edit your Engine.ini file (Windows only)

Editing these settings can result in better download speeds using the Epic Games Launcher:

Click on Start.
Type %localappdata% and press Enter.
Open the EpicGamesLauncher folder.
Open the Saved folder.
Open the Config folder.
Open the Windows folder.
Open Engine.ini and add the following lines to it: [HTTP] HttpTimeout=10 HttpConnectionTimeout=10 HttpReceiveTimeout=10 HttpSendTimeout=10 [Portal.BuildPatch] ChunkDownloads=3 ChunkRetries=20 RetryTime=0.5
Save the file and open the Epic Games Launcher.

How to Contact Epic Games Tech Support

Steps you've already performed to troubleshoot your issue

How to change your Epic Games display name

What is an Epic Games display name?

Your Epic Games display name is the name that appears on your account on the Epic Games Launcher, our official forum, AnswerHub, and when you play any of our games on PC/Mac, Switch, or mobile.

Why is my display name different when playing on a console?

How to change your Epic Games display name

In the box labeled DISPLAY NAME, enter your desired new display name.

How do I change the country on my Epic Games account?

The country on your Epic account can affect certain features and services, so it’s important that it matches the country where you currently reside.

You can update your country once every 6 months, and in order to make any changes, you will need to be logged in and have access to the email registered to your account.

Before starting the country change process you must disable any active VPN or hosting services and if you use an Epic wallet as one of your payment methods then the balance must be under $10 USD (or local currency equivalent). Please note that the Epic Wallet may not be available in the new country you are changing your account to.

Exception for players in South Korea

If you are changing your country to or from South Korea then you are required to use the Real ID system, and will need to contact us by submitting a support request.

Easy Anti-Cheat Game Troubleshooting Guide

Follow these steps to ensure your game runs without issues.

While testing, make sure to always launch the game from the official launcher. A common cause for errors is when the game is launched from custom shortcuts and such.

Game Errors Solution Guide

1. Verify connectivity to Easy Anti-Cheat

Ensure you can access our Content Distribution Network by following these links.

You should see the message: '200 - HTTP OK'

If neither of the links display the expected message, make sure that nothing is blocking your Internet connection. If necessary, add Easy Anti-Cheat and the game folder to your firewall exception list or temporarily disable your firewall. Sometimes connection issues are caused by incorrect network router settings. For further assistance, contact your Internet Service Provider.

2. Update Windows

System files that the game relies on may be missing. First, make sure all the latest updates for your operating system are installed.

Lastly, run the following command with Administrator rights to repair corrupted system files. sfc /scannow

Follow this guide for instructions on running a command with administrative rights. The guide for instructions on running a command with administrative rights is below in this section .

3. Update the game

Errors may also be caused by a corrupted EasyAntiCheat installation. Directions for Installing, Uninstalling, Or Repairing Easy Anti-Cheat follow this guide.

4. Close all unnecessary programs

Some programs on your computer may interfere with the game you're playing or Easy Anti-Cheat. Close all other programs not related to Windows. A 'cold reboot' may be required. Follow the guide for instructions on performing a cold reboot.

5. Manage your anti-virus

A common cause for errors is related to a virus infection on your system. Performing a full-system scan is highly recommended. If you don't have an anti-virus or it has been out of date for a while, you can use the software listed in the below section.

If the scan does not surface any issues, it may be so that the error is related to anti-virus or similar software being corrupted and falsely blocking Easy Anti-Cheat. Simply disabling it may not entirely stop the software from interfering with . Please uninstall any such software temporarily to verify that the game launches without it. If the game otherwise starts without issues, proceed to add its installation folder to the exception list. Instructions on how to do so can usually be found on the software developer's website.

6. Virus And Rootkit Removal

One cause for EasyAntiCheat to fail is incompatibility with certain rootkits and viruses.

First of all, make sure your anti-virus is up-to-date.

If problems persist we recommend to run a full system scan with an anti-malware tool such as any of the following freely available options.

If all else fails... Request Tech Support

Support is only available in English. Please write us in English whenever possible. The general response time may vary from 3 to 14 days.

Before submitting a ticket, we highly recommend to perform all the actions listed in this guide.

Verify The Easy Anti-Cheat Installation

It may be so that an external third-party software has modified the Easy Anti-Cheat service installation, preventing it from functioning properly on . Verify that the Easy Anti-Cheat service on your computer is enabled as following.

Verify The Easy Anti-Cheat Installation

Open the command-line. You may need administrator rights. The guide for instructions on running a command with administrative rights is below in this section .
Type in the following command and press Enter. services.msc
Among the listed services find Easy Anti-Cheat and double-click it.
If the Startup type for the service is 'Disabled' - change it to 'Manual' and Apply the settings.
The menu can now be closed.

Install, Uninstall, Or Repair Easy Anti-Cheat

The Easy Anti-Cheat service is typically installed automatically with each game, and uninstalled automatically when the last game using Easy Anti-Cheat is removed from your system.

You can also install the service manually. To do so navigate to the "EasyAntiCheat" folder inside of the game's installation folder and locate "EasyAntiCheat_Setup.exe". Launch it as administrator and choose 'Install'.

If your Easy Anti-Cheat installation becomes corrupted somehow, you can repair it by following the same steps and choosing 'Repair' at the end.

Easy Anti-Cheat service is uninstalled together with the game. You can also manually remove the service from the system by following the above steps and choosing 'Uninstall' at the end.

Cold reboot

Some of the actions required to troubleshoot and repair your system may require a cold reboot.

Run the following command in the command-line as an administrator. shutdown /s /f /t 0

Update

Administrative rights for commandline

Some of the actions required to troubleshoot and repair your system may require administrative rights.

Should your user account not have administrative priviledges, please contact your system administrator.

Specific Errors

This page details solutions for highly specific error scenarios. Head over to the solution guide should your issue not be listed here.

Corrupted Memory

The in-memory game code was detected to have been corrupted. The error is very rare and can occur if the physically installed RAMs are defective and are actively cause runtime memory corruptions.

Verify the condition of your hardware and game installation.

Follow the Cold Reboot and Update sections to verify that your game installation is up-to-date.

Unknown Game File

An unknown file that is not part of the game installation was found to be loaded from the game directory.

Remove the conflicting file from the game installation directory.

First close the game if is running and then delete the file from inside the game directory. After deleting the file launch again.

Unknown File Version

An unknown version of a file that is part of the game installation has been loaded from the game directory.

This means the file's current contents don't match with what we're expecting. It's recommended to remove the file, followed by validating the game installation through the used distribution platform, e.g. Steam. This results in the file being redownloaded.

Should this not help, doing the same for the catalogue itself helps. The catalogue is stored under <GameRoot>/EasyAntiCheat/Certificates/ for most games. For games which don't follow this convention you should look for the Certificates directory through search. Note that the directory should only contain one game.bin and game.cer file, if multiple files exist remove them, followed by the install validation mentioned above.

If you keep encountering these issues for different files it's recommended to reinstall the game instead of going through the files one by one. Note that when uninstalling a game it's likely that some files will get left behind. Therefore it's recommended to remove the game's directory to ensure problematic files won't be present after the reinstall is complete.

Untrusted System File

The game loaded a system .dll that failed an integrity check. This error indicates a system level corruption.

Repair missing or corrupted system files.

Run the following command with Administrator rights to repair corrupted system files. sfc /scannow

Follow this guide for instructions on running a command with administrative rights. The guide for instructions on running a command with administrative rights is above Install, Uninstall, Or Repair Easy Anti-Cheat Section.

Update Windows.

Make sure that all available Windows updates have been installed.

Resolve virus infections.

This error may possibly indicate a virus infection in the system. If the error persists, we highly recommend running a full anti-virus system scan. Follow this guide for instructions on removing malware from your system.

Debugger detected

This error is triggered when the game launcher is started with a debugger. Easy Anti-Cheat requires that the game launcher is not debugged.

'.local' Redirection Detected

This error is triggered if the game folder has a DotLocal (.local) redirecting file for the game executable. Removing it will fix this.

Driver Signature Enforcement Disabled

Easy Anti-Cheat requires Driver Signature Enforcement to be enabled.

Enable Driver Signature Enforcement

To enable Driver Signature Enforcement run the following commands with administrator rights and restart Windows.

bcdedit -set TESTSIGNING OFF
bcdedit -set NOINTEGRITYCHECKS OFF

Executing the commands didn't work?

If these command do not work for some reason, you can also follow these steps instead to enable DSE.

Select the "Start" button.
Type "Startup".
Select "Change advanced startup settings".
Select "Restart now" under the "advanced startup" area.
Select "Troubleshoot".
Select "Advanced Options".
Select "Startup Options".
Select "Restart".
A menu will appear where you can press "7" on your keyboard to choose "Enable driver signing enforcement".

Kernel Debugging Enabled

Easy Anti-Cheat will not initialize when kernel debugging is enabled.

Disable Kernel Debugging.

To disable Kernel Debugging run the following command with administrator rights and restart Windows. bcdedit -set DEBUG OFF

Kernel Patch Protection Disabled

The Kernel Patch Protection is a security mechanism on 64-bit Windows and it is not possible to manually disable it, so the only cause for this error is a rootkit virus infection. If you encountered this error, we strongly recommend reinstalling Windows.

Windows Safe Mode detected

Easy Anti-Cheat cannot run in Windows Safe Mode. Please use the Standard Windows boot mode.

CSC Validation Failed

To fix this, install all available updates and restart Windows. If the issue persists, ensure that your anti-virus software is up to date.

Manually import the certificates.

If the above instructions didn't help, you may also manually import the GlobalSign "CodeSign" and "EV CodeSign" Root Certificates as a final resort.

Hacking Tool Loaded

A hacking tool has been loaded into the system. Close the program specified in the error message and try launching the game again. If the error persists perform a 'cold reboot' of Windows.

Perform a 'cold reboot'.

The guide for instructions on running a 'cold reboot' is above Install, Uninstall, Or Repair Easy Anti-Cheat Section.

Game Security Violation

The game process or system's integrity has been compromised and the game will exit. This is usually caused by outdated or insecure background third party software. To resolve this, update or disable background third party software and restart your PC.

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Last updated 1 year ago

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