Help and updates

Troubleshooting

Find the next step for account, installation, client, and update problems.6 min read

Start with the section that matches your problem. For the normal setup procedure, read Getting started.

If these steps do not solve the problem, contact support.

Settings disappeared after an upgrade

Version 0.3.4 starts a new Origins launcher profile. An upgrade from an earlier version does not copy your old sign-in or preferences.

Sign in again.
Select your current client folder.
Set your custom launcher preferences again.
On Linux, select a Steam-installed Proton.

The launcher prepares a new managed Proton prefix on Linux. Your game files remain usable, but the first client check hashes them again.

Previous launcher data remains on disk. Version 0.3.5 uses the Origins profile from 0.3.4.

Windows SmartScreen blocks the launcher

The Windows binary has no code signature. SmartScreen can block the first start.

Open the SmartScreen dialog.
Select More info.
Select Run anyway.

See Install on Windows for the archive check and setup procedure.

Linux launcher does not open

The Linux launcher needs webkit2gtk-4.1, gtk3, and X11 libraries. A missing library makes the dynamic loader exit before the interface opens.

Start ./aaemu-launcher from a terminal.
Read the missing library name in the terminal output.
Install the matching package from your Linux distribution.
Start the launcher again.

Linux webview is blank or Wayland crashes

WebKit accelerated compositing can crash the NVIDIA Wayland connection. The launcher disables it by default.

If you used the override below, remove it and start the launcher with its default settings.

WEBKIT_DISABLE_COMPOSITING_MODE=0 ./aaemu-launcher

Use that command only when you need to enable accelerated compositing.

Linux shader or DirectX files are missing

Steamworks Common Redistributables supplies the DirectX June 2010 CAB files that the launcher needs for shader support.

Install or repair Steamworks Common Redistributables through Steam.
Make sure that Steam installed a Proton version.
Make sure that Steam installed Steam Linux Runtime 4.
Open Settings > Linux compatibility and select a detected Steam Proton.
Select Use Proton to save the choice.

The launcher rejects standalone Wine and Proton installations outside Steam.

It prefers Proton Experimental, then Proton Hotfix.

In your Steam Library, enable Tools to find Proton and Steam Linux Runtime 4.

A retained session needs an active Secret Service named org.freedesktop.secrets.

Use GNOME Keyring, KWallet with ksecretd, or KeePassXC. Make sure that the provider runs and is unlocked in your desktop session.

An absent, locked, or unavailable provider prevents session retention. The launcher can show Maintenance instead of a saved session.

My account or password does not work

The launcher’s Create an account button opens website registration in your default browser. A wrong password gives a generic error and does not retain credentials.

If the launcher shows Reset your password, select Open website. Sign in on the website with your current password. You must choose and confirm a different password before you can play. Then sign in to the launcher with your new password.

If you do not have an account, open Create account.
Confirm your email address through the email from [email protected].
Sign in through the launcher with your username and password.
If you forgot the password, use Forgot password.

Website login accepts your email address or username. The launcher uses your username. See the account setup procedure.

The verification email did not arrive

Check your spam folder for mail from [email protected].
Use Resend verification if you need another email.
Open the new link within about 30 minutes.

The website limits email sends to about 1 per 30 seconds. Hourly and daily limits also apply.

If registration is paused, current accounts can still log in. Ask on Discord when registration will open.

Maintenance or disabled Play

Maintenance means a Login API or signed manifest check failed. Play and Update stay disabled until the launcher can trust the response.

For a short Login or network outage, the launcher checks status about every 15 seconds.

Wait for the launcher to check status again.
Make sure that your connection can reach launcher.archeageorigins.com.
Read the error text if the launcher does not recover.

Protocol, trust, credential-store, and local-client failures do not use the same automatic status checks. Correct the named problem before you try again.

Another launcher is already open

A second instance exits with an already-running message.

Use the first window. If you need a new instance, close the first launcher before you start it again.

No client selected or rejected folder

Select Select game folder in the launcher.
Choose the client root that contains bin32/archeage.exe.

To change a saved folder, open Settings > Client installation and select Browse.

Select the root folder, rather than bin32. If you cancel, the old selection stays the same. A rejected folder also leaves the old saved root unchanged.

Unsupported client layouts keep the primary actions disabled. Choose a valid supported client root before you try again.

If you need the client archive, use the link in the launcher. See Get the client files.

Unsupported client

Unsupported client means the launcher cannot recognize your client files or safely repair them. Play, Update, and Repair stay unavailable.

This can happen with a different client version, changed or damaged files, or a missing repair archive. Origins needs the supported r208022 client.

Check the selected folder

Select Select game folder in the launcher.
Choose the root folder that contains bin32/archeage.exe, rather than the bin32 folder itself.
Wait for the launcher to check the files again.

If you selected a different client version, use Download r208022 client to get the supported files. Extract them into a separate folder. Select that folder in the launcher.

See Get the client files for the download and installation steps.

If this client worked before

Keep your current game folder and any old launcher profiles. Do not delete them to clear this status.

An upgrade from a launcher before 0.3.4 creates a new profile. The old profile can contain the repair archive for later client updates.

If that archive is missing, Verify all files cannot recreate it from an already changed client. Contact support for help to restore the archive or select a supported client.

See Keep your game files after an upgrade for the profile change.

Include your launcher version, the selected folder, and the exact error text in your support request.

Update or Repair seems to stop

Large archives can take time to process. Read the progress for the complete operation, from 0 to 100.

Verify all files forces a full archive hash. This can take longer than the usual check on a large installation.

A launcher update did not appear

The first updater-capable baseline, v0.3.0, needs a manual installation. Later versions can use Update and restart after a signed update check.

Open Settings > Launcher update and select Check now. Read Update the launcher for the normal procedure.

The signed manifest checks application trust. It does not provide an operating-system code signature.

Contact support

Ask on Discord for community help and announcements. You can also email [email protected].

Include these details in your support request:

Your operating system.
Your launcher version.
The action that failed.
The exact error text or a screenshot.

Do not include passwords or sign-in tokens.