---
# System prepended metadata

title: Launcher Issues Cheatsheet

---

# PatchKitLauncher Issues Cheatsheet

Revision 1.0
Last updated: 2023-09-01

## Before you begin

### Always ask them to collect and send over the log files. Canned response:

```
Could you please send me the log files? You can find them by pressing Ctrl + Shift + D in the launcher. It would be best if you could try to reproduce the issue first and then press Ctrl + Shift + D. This will create a zip file with the log files. Please send me that zip file.
```

## Common blocking issues

### The user is unable to download the launcher.

#### Steps

1. Verify you can download the launcher from the website.
2. Inquire if the user can download other files from the website.
3. Determine if the user is behind a firewall or proxy.
4. Check if the user is using a VPN. If yes, ask them to try without it. If no, suggest using one if possible.
5. Request the user to attempt downloading the launcher using a different network.

#### Reasoning

Most often, this is a network issue. The user might be behind a firewall or proxy that's blocking the download, using a VPN that's preventing the download, or on a network that's blocking the download. Sometimes, users either aren't aware that their network is the problem or may be hesitant to admit it, especially if they're on a company or school network. Asking them to use a different network can help ascertain if the problem is network-related.

Remember to remain polite and understanding. Such issues can be frustrating for users, and they may feel the problem lies with us. They are not being difficult; they simply want to play the game.

### The user is unable to install the launcher.

#### Steps

1. Ask for a screenshot of the error message.
2. Ask if the user is able to install other programs.
3. Ask if this is their own computer or if they're using a computer from their school or company.

#### Reasoning

Most of the time, this is a permission issue. The user is not allowed to install programs on the computer they're using. This is often the case when the user is using a computer from their school or company.

If the user is able to install other programs, then it's probably a corrupted download. Ask them to try downloading the launcher again.

If the user is not able to install other programs, then it's probably a permission issue. Ask them to try installing the launcher on a different computer.

In most cases, a screenshot of the error message is enough to identify the issue.

### The user is unable to launch the launcher.

#### Steps

1. Ask for a screenshot of the error message.
2. Ask if the user is able to launch other programs.
3. Ask if the user is able to launch the game directly from the game folder.

#### Reasoning
    
Most of the time, this is a permission issue. The user is not allowed to launch programs on the computer they're using. This is often the case when the user is using a computer from their school or company.

If the user is able to launch other programs, then it's probably a corrupted download. Ask them to try downloading the launcher again.

If the user is not able to launch other programs, then it's probably a permission issue. Ask them to try launching the launcher on a different computer or to start the launcher as an administrator.

In most cases, a screenshot of the error message is enough to identify the issue.

### The user is unable to login to the launcher.

#### Steps

1. Check the status of the login servers.
2. Request a screenshot of the error message.
3. Confirm if the user can login to the website (if applicable).

#### Reasoning

If the login servers are down, then there's nothing we can do but ask the user to try again later. Most issues of this nature are network-related. Sometimes, users aren't aware of network restrictions, especially if they're on a company's or school's network. Encouraging them to try a different network can help pinpoint if the problem is network-related.

Remember to be polite and understanding. These types of issues are frustrating for users, and they might feel it's our fault. Always remember they are just trying to enjoy the game.

### The user is unable to install the game.

#### Steps

1. Ask for a screenshot of the error message.
2. Ask the user to collect the log files by pressing Ctrl + Shift + D inside the launcher right after the error happens and send them over.
3. Ask if the user is able to install other programs.
4. Ask if this is their own computer or if they're using a computer from their school or company.

#### Reasoning
    
Most of the time, this is a permission issue. The user is not allowed to install programs on the computer they're using. This is often the case when the user is using a computer from their school or company.

If the user is not able to install other programs, then it's probably a permission issue. Ask them to try installing the launcher on a different computer or to start the launcher as an administrator.

In most cases, a screenshot of the error message is enough to identify the issue. If not, send over the log files to support@patchkit.net.

### The user is unable to launch the game.

#### Steps

1. Have the latest version of the launcher installed and try to launch the game.
2. Ask for a screenshot of the error message.
3. Ask the user to collect the log files by pressing Ctrl + Shift + D inside the launcher right after the error happens and send them over.
4. Ask if the user is able to launch other programs.
5. Ask if the user is able to launch the game directly from the game folder.

#### Reasoning

If the game is not launching for you, then it's probably a game issue or launcher configuration issue. Consult with the developer.

Most of the time, this is a permission issue. The user is not allowed to launch some programs on the computer they're using. This is often the case when the user is using a computer from their school or company. You might want to ask them to try starting the launcher as an administrator.

If the user is not able to launch other programs, ask them to initiate the repair process by pressing on the repair button. The steps vary depending on the user interface.

In most cases, a screenshot of the error message is enough to identify the issue. If not, send over the log files to support@patchkit.net.

### The user is unnable to update the game.

#### Steps

1. Ask for a screenshot of the error message.
2. Ask the user to collect the log files by pressing Ctrl + Shift + D inside the launcher right after the error happens and send them over.

#### Reasoning

Update game issues are the most uncommon issues and usually don't have a common cause. The best way to identify the issue is to ask the user to collect the log files and send them over.

## Common Performance Issues

### The launcher is slow to start.

#### Steps

1. Ask the user to collect the log files by pressing Ctrl + Shift + D inside the launcher when it starts and send them over.
2. Ask the user to check a different network connection if possible.
3. Ask if the user is using a VPN if yes, ask them to try without it. If no, ask them to try with one if possible.

#### Reasoning
    
Most of the time, this is a network issue. The user is behind a firewall or proxy that is blocking or limiting the connection.

Ofen, users are not aware that their network is blocking the launcher or won't admit it (e.g. they're in a company's or school's network). Asking them to try with a different network is a good way to identify if the issue is network-related or not.

Sometimes, this could be a ISP (Internet Service Provider) issue or issue with the connection between the ISP and Amazon Web Services (where PatchKit servers are hosted). This is difficult to diagnose, diffucult to fix, and usually not worth the effort.  Ask the user to try again later. ISP issues are quite common in some parts of the world.


### The launcher is slow to login.

#### Steps

1. Check the status of login servers.
2. Ask the user to collect the log files by pressing Ctrl + Shift + D inside the launcher when it starts and send them over.
3. Ask the user to check a different network connection if possible.
4. Ask if the user is using a VPN if yes, ask them to try without it. If no, ask them to try with one if possible.

#### Reasoning

If the login servers are down or if the performance is degraded, then there's nothing you can do. Ask the user to try again later.

Most of the time, this is a network issue. The user is behind a firewall or proxy that is blocking or limiting the connection.

Ofen, users are not aware that their network is blocking the launcher or won't admit it (e.g. they're in a company's or school's network). Asking them to try with a different network is a good way to identify if the issue is network-related or not.

Sometimes, this could be a ISP (Internet Service Provider) issue or issue with the connection between the ISP and Amazon Web Services (where PatchKit servers are hosted). This is difficult to diagnose, diffucult to fix, and usually not worth the effort.  Ask the user to try again later. ISP issues are quite common in some parts of the world.

### The launcher is slow to install the game.

#### Steps

1. Ask the user to collect the log files by pressing Ctrl + Shift + D inside the launcher after the instllation finishes or at least after 5 minutes and send them over.
2. Ask the user to check a different network connection if possible.
3. Ask if the user is using a VPN if yes, ask them to try without it. If no, ask them to try with one if possible.

#### Reasoning

Most of the time, this is a network issue. The user is behind a firewall or proxy that is blocking or limiting the connection.

Ofen, users are not aware that their network is blocking the launcher or won't admit it (e.g. they're in a company's or school's network). Asking them to try with a different network is a good way to identify if the issue is network-related or not.

Sometimes, this could be a ISP (Internet Service Provider) issue or issue with the connection between the ISP and Amazon Web Services (where PatchKit servers are hosted). This is difficult to diagnose, diffucult to fix, and usually not worth the effort.  Ask the user to try again later. ISP issues are quite common in some parts of the world.

### The launcher is slow to launch the game.

#### Steps

1. Contact the game development team if there was a recent update to the game that could cause this issue.
2. Ask the user to collect the log files by pressing Ctrl + Shift + D inside the launcher after the game launches and send them over.
3. Ask the user to check a different network connection if possible.

#### Reasoning

The game should be started immediatelly on a button press, but sometimes the start button implementation may do something in between. You should contact the launcher development team to be sure if there's any additional logic to that. If yes, that might be the cause of the issue.

Other than that, it could be a game issue, which is slow to start. You should contact the game development team to be sure if there was a recent update that could cause this issue.

### The launcher is slow to update the game.

#### Steps

1. Ask the user to collect the log files by pressing Ctrl + Shift + D inside the launcher after the update finishes.
2. Ask the user to check a different network connection if possible.

#### Reasoning

Most of the time, this is a network issue. The user is behind a firewall or proxy that is blocking or limiting the connection.

Ofen, users are not aware that their network is blocking the launcher or won't admit it (e.g. they're in a company's or school's network). Asking them to try with a different network is a good way to identify if the issue is network-related or not.

Sometimes, this could be a ISP (Internet Service Provider) issue or issue with the connection between the ISP and Amazon Web Services (where PatchKit servers are hosted). This is difficult to diagnose, diffucult to fix, and usually not worth the effort.  Ask the user to try again later. ISP issues are quite common in some parts of the world.

Sometimes the issue could be caused by the launcher update algorithm. If you're receiving repeared reports, you please send the logs over to support@patchkit.net. If this is only a single report, then it's probably a network issue or hardware issue which cannot be easily fixed.

