Advanced STO Troubleshooting
Since many players unfortunately have software client issues from time to time (crashes, won't load, poor performance), I thought it might be a good idea to compile the various ad hoc troubleshooting recommendations that are scattered throughout the forums into a one-stop shop. These tips are listed in order from easiest to most complex (and/or drastic).
Warning: wall of technobabble ahead! Follow all instructions exactly, and if you don't see what is described, skip it and go to the next step. If the instructions don't explicitly say to do something, then DON'T DO IT. Proceed at your own risk, abandon all hope ye who enter here, etc.
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FORCE-VERIFY THE STO CLIENT
START IN SAFE MODE & REDUCE FILE STREAMING
BYPASS ARC & LAUNCH STO BY ITSELF
The Arc client is a bandwidth and system resources hog, but the good news is that it's not needed to run the game. In Windows Explorer (Windows Key + E), look for the folder named "Star Trek Online_en" which should be inside your "Program Files (x86)\Arc" folder. You should see "Star Trek Online.exe" in there, so just right-drag a shortcut from that to your desktop, or right-click it and you can pin to either the Windows start menu or the taskbar.
UPDATE YOUR GRAPHICS DRIVERS
Windows Update is fine, but it doesn't always keep up with the latest and greatest from video card manufacturers. Sometimes just updating to the most recent version of the graphics driver will resolve display issues. Here are some driver update links for the three most common graphics display chipsets (use their auto-detect options if you don't know your video card model):
AVG ANTIVIRUS & DIRECTX 11 COMPATIBILITY PROBLEMS
On some systems, AVG Antivirus can cause problems when gaming in Windows 8 or Windows 10 (Win7 usually seems to be OK). Consider disabling it while playing STO or replacing it with a different antivirus program.
DirectX 11 (installed in Win10 by default) is known to bug out the game on some systems. To help prevent random game client crashes, you may need to add the following Command Line in the STO launcher Options to turn off DirectX 11 and force DirectX 9 instead(see Image 4):
-d3d11enable 0 -d3d9
Image 4
http://www.stonewallgaming.net/photos/90895
ARC/STO FULL UNINSTALL & CLEAN REINSTALL
If all else fails, the only thing left to try is a full removal and clean reinstall of the game client.
STILL BROKEN?
Some combination of the above should resolve most game client crashes and other unwanted behavior. If not, then you're probably stuck with putting in a support ticket. Good luck with that.
Warning: wall of technobabble ahead! Follow all instructions exactly, and if you don't see what is described, skip it and go to the next step. If the instructions don't explicitly say to do something, then DON'T DO IT. Proceed at your own risk, abandon all hope ye who enter here, etc.
~~~~~
FORCE-VERIFY THE STO CLIENT
When the launch window pops up, asking you to enter your username and password, hit the options button at the top right corner of the window. Check the 'force verify' button and let it check all of the game files.
START IN SAFE MODE & REDUCE FILE STREAMING
Load the launcher.. plop in your password etc... and before launch, click options..
click safe mode..
Than launch the game.
hopefully when/if the game loads to your character select screen...
click options again...
go onto the graphics tab
make sure "Reduce file streaming" is ticked ON
BYPASS ARC & LAUNCH STO BY ITSELF
The Arc client is a bandwidth and system resources hog, but the good news is that it's not needed to run the game. In Windows Explorer (Windows Key + E), look for the folder named "Star Trek Online_en" which should be inside your "Program Files (x86)\Arc" folder. You should see "Star Trek Online.exe" in there, so just right-drag a shortcut from that to your desktop, or right-click it and you can pin to either the Windows start menu or the taskbar.
UPDATE YOUR GRAPHICS DRIVERS
Windows Update is fine, but it doesn't always keep up with the latest and greatest from video card manufacturers. Sometimes just updating to the most recent version of the graphics driver will resolve display issues. Here are some driver update links for the three most common graphics display chipsets (use their auto-detect options if you don't know your video card model):
- Nvidia driver update (GeForce, Quadro, etc.)
- AMD/ATI driver update (Radeon)
- Intel driver update (graphics integrated with the motherboard)
AVG ANTIVIRUS & DIRECTX 11 COMPATIBILITY PROBLEMS
On some systems, AVG Antivirus can cause problems when gaming in Windows 8 or Windows 10 (Win7 usually seems to be OK). Consider disabling it while playing STO or replacing it with a different antivirus program.
DirectX 11 (installed in Win10 by default) is known to bug out the game on some systems. To help prevent random game client crashes, you may need to add the following Command Line in the STO launcher Options to turn off DirectX 11 and force DirectX 9 instead(see Image 4):
-d3d11enable 0 -d3d9
Image 4
http://www.stonewallgaming.net/photos/90895
ARC/STO FULL UNINSTALL & CLEAN REINSTALL
If all else fails, the only thing left to try is a full removal and clean reinstall of the game client.
- Close all software that may currently be running; also temporarily disable your antivirus program if possible.
- Open the Task Manager with CTL + ALT + DEL and make sure that the Arc stack and CrypticError.exe aren't running (right-click each entry and End Task, see Image 1). Basically, if you see an Arc or Trek icon next to it, kill it.
Image 1
http://www.stonewallgaming.net/photos/90893 - Confirm that Arc & STO are either already uninstalled or not available for uninstall from Control Panel: (Click the magnifying glass search icon on the taskbar, then type Programs and Features in the search box. Click the icon at the top of the results list (see Image 2). Uninstall both Arc and STO if listed; if not listed, go to the next step.
Image 2
http://www.stonewallgaming.net/photos/90889 - Open Windows Explorer (Windows Key + E) and browse to C:\Program Files (x86)\
- Single-click the Arc folder to highlight/select it, press SHIFT + DELETE, then OK to confirm perma-deletion. Do the same for the Star Trek Online_en folder only if you see one there (you probably won't, this is only for a non-default installation).
- Open the Registry Editor from the Windows Run box (Windows Key + R): type REGEDT32.EXE and hit ENTER. Click Yes to allow administrator access (enter Windows password if needed).
WINDOWS REGISTRY EDIT WARNING: FOLLOW THESE INSTRUCTIONS EXACTLY!Per Microsoft: Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall the operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk. - Click the > sign next to HKEY_CURRENT_USER then click > again by SOFTWARE to expand the tree (see Image 3).
- Single-click the Cryptic folder and press DELETE, then confirm.
- Single-click the Perfect World Platform Client folder and press DELETE, then confirm.
Image 3
http://www.stonewallgaming.net/photos/90890 - Close the Registry Editor window, then REBOOT THE PC!
- Download & install Arc/STO from the Play For Free button at this link.
STILL BROKEN?
Some combination of the above should resolve most game client crashes and other unwanted behavior. If not, then you're probably stuck with putting in a support ticket. Good luck with that.
