General Troubleshooting Instructions (read before posting)

Post here to ask for technical support with your game client, patcher, kRO/Sakray Setup
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Before opening a new support request or replying to an existing one, please make sure you read the General Troubleshooting Instructions.
Only if the instructions described there don't resolve - or don't apply to - your issue, please open a new thread, stating what you did so far.

Any requests that clearly don't follow these instructions may be ignored, locked, or deleted.

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General Troubleshooting Instructions (read before posting)

Postby Mathy » 2020-05-22 13:42 (Friday)

OriginsRO has been around for a while, and we have figured out by now what are the most common issues that players face.
This topic is meant to reduce the amount of duplicate support threads.
Please read it carefully, and do so before you post any new topic here, for it may already contain the solution to your newfound problem.
From now on, please state in your support request that you have read this, or you risk having your thread ignored, closed, or simply linked here instead.

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↓↓↓↓ READ BELOW OR YOUR REQUEST WILL BE IGNORED ↓↓↓↓
Whenever you post a topic, or otherwise request support, you must also include the report generated by the launcher.
To obtain it, open the launcher, click the "Detailed Patch Info" tab next to "Status", then click "Generate a Report File".

↑↑↑↑ READ ABOVE OR YOUR REQUEST WILL BE IGNORED ↑↑↑↑

NEVER UPDATE kRO UNLESS OUR LAUNCHER TELLS YOU TO.
Don't fiddle with the files in the folder, always run patchers and other executables from the launcher.
If you messed up, extract the zip file again and reinstall in a clean folder.


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macOS / OSX

  • If you are running macOS 10.15 Catalina, you won't be able to run RO yet.

  • If you are running Mac OSX 10.10 Yosemite or older, make sure you have read the included Instructions.pdf file. If you are running Mac OSX 10.11 El Capitan or newer, you should, instead, use the installation tool, included in the Mac client download.

  • There might be a corrupted file in the Runtime component. You can identify that by the icon, a LEGO brick with the OriginsRO logo in it (it should be called OriginsroRuntime.bundle). Please delete it, then start the launcher again. It'll offer to download a new fresh copy. If you see a LEGO brick with no OriginsRO logo, then it definitely needs to be deleted.

  • If you can't patch and/or download the Runtime bundle, you might have chosen to skip it (a very bad move, why would you not want to update your software?). In this case, it won't update automatically anymore, so please do the following:

    Code: Select all
    defaults delete org.originsro.runtime SUSkippedVersion

    This resets your decision to skip a version of the runtime.
    If you skipped a version of the launcher as well, run this command:
    Code: Select all
    defaults delete org.originsro.launcher SUSkippedVersion


  • If the runtime bundle isn't your issue, use the problem detector. Note: this only tests your connection and some app sandboxing settings, it does NOT replace the need for a a launcher report to be attached to your support request

    1. Download the following:
      https://cl.ly/f714d0b50433/download/ori ... ommand.zip
    2. Once downloaded, extract the file, and run the tool. Note that macOS might block execution of files downloaded from the internet, so you'll have to right-click and choose Open (instead of double-clicking).
    3. Once the check is complete, you'll see a Terminal window with a lot of text between the lines:

      ========================= [Begin here] ============================
      (text here)
      ========================== [End here] =============================

    4. You can post that text into a new thread. It may contain your username in a few lines, so make sure you edit them out if you're uncomfortable sharing that information.

  • If you want Cmd+Q and Cmd+W shortcuts to stop closing your client window, follow these instructions:
    Open your System Preferences, and click "Keyboard". Go on the "Shortcuts" tab, and open "App Shortcuts". Click the Plus (+) sign to add a new app to that list. Now launch Finder, go to where OriginsroApp folder is (preferably Applications), open said folder, right-click OriginsroRuntime.bundle (the LEGO brick), and choose "Show Packaged Contents". Now you should see "OriginsRO.app". Drag that to the Keyboard Shortcuts window, right where it says "Application:" on the popup. For Menu Title, you want both "Quit" and "Close", but you have to add one at a time. Assign "Quit" to anything other than Cmd+Q, and "Close" to anything other than "Cmd+W".
    Please note, however, that this may vary if your system language isn't set to English.

  • If you are having trouble with the default hotkeys, you can try using this config, made for Mac users:
    https://cl.ly/0C182a1Z3Y0x/download/UserKeys.lua
    Just replace /Applications/OriginsroApp/OriginsRO/SaveData/UserKeys.lua with this. Then in the game, open BM|Shortcut Settings to check out what does what and replace any that you dislike.

================================


Windows

  • Careful where you install the files! Directly in C: or in Program Files will not work very well, and will require permissions to write to the files. Install it in your user's space, such as in your Documents or Desktop, or equivalent folders.

  • Check out this thread on DEP and also this thread on File Permissions. These are very common settings on Windows that can cause issues to run the launcher and client properly, so make sure you read the instructions carefully if you have any problems playing OriginsRO on Windows.

  • If you are on Windows 10, and want to play in full-screen mode (NOT recommended) try this: viewtopic.php?f=25&t=958

  • Some Antivirus falseflags our patcher as a potential treat, thus you will see "N/A" in the launcher when checking for patcher's status. To fix this problem, you will have to either deactivate your antivirus or make RO's folder an exception after retrieving the patcher from your antivirus' quarantine or reinstalling OriginsRO.

  • If you don't have either speakers or headphones plugged-in, you will have to set "No Sound" in RO's setup, otherwise your client will crash.

  • If RO's resolution is set to be bigger than 1920x1440 (including full screen mode), your client will crash upon launching.

  • If you are on an Nvidia video card, disable Nvidia overlay.

  • If you are using a Japanese system locale, files are very likely to become corrupted when patching, and your client will crash.

    1. Change your system locale to English:
      Image
    2. Then extract the files to a clean folder, and patch normally.
    3. If you still want to use applications (like Visual Novels) with correct displaying of Japanese, use this tool: https://github.com/xupefei/Locale-Emulator

  • If you are Brazilian, there is a chance that you have a bank plugin called "Warsaw" installed. It's a very intrusive program that changes how Windows works, and does a lot of nasty stuff, including blocking oRO from starting more than once per boot. We recommend completely uninstalling it, and using your phone for internet banking instead, but if that's not an option, temporarily disable it to play OriginsRO.

  • In case you are running Windows 7 and you are getting an error informing you of a missing DLL (for example api-ms-win-crt-runtime-l1-1-0.dll), please update Windows. That missing DLL is present in Windows 7 SP1. If your system is older than that, then you should truly update it, since you are making yourself vulnerable to a lot of threats online. Windows 7 is no longer supported by Microsoft, and you should update it as soon as possible.

  • In case you are running Windows XP, you can try placing the files from our compatibility pack into the game folder: https://cl.ly/1L092S3N042W. Please note that this is a temporary solution. It may stop working at any moment. Windows XP is no longer supported by Microsoft, and you should ditch it as soon as possible.

  • If you see graphical glitches, use ctrl-alt-del and then go back to the client to fix the window. This method is best done from the character selection screen. Performing it after you have entered a map may not be as effective. This may take more than one attempt. This is related to the RO client version that we currently use.
================================


Linux

  • Follow acampbell's guide (requires Lutris):
    - https://bbs.originsro.org/viewtopic.php?f=25&t=2431

  • Make sure your Wine is at least on version 1.4. Prefer a stable release.
    If you are failing to connect, run the following commands in a terminal, and post their output in a new thread:
    Code: Select all
    nc -z -v -w 5 game.originsro.org 80
    nc -z -v -w 5 game.originsro.org 443
    nc -z -v -w 5 game.originsro.org 6120
    nc -z -v -w 5 game.originsro.org 6121
    nc -z -v -w 5 game.originsro.org 6122
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I can't patch kRO

  • Nor should you! Make sure you have downloaded the latest version of the full client. The version of kRO we provide is recent enough to be used with oRO, and will show the status as yellow "Patch". Worry not, for if it is yellow or green, then it's good enough. Only worry about updating kRO if it's shown in red.
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I have a different issue!

  • Maybe your download corrupted a file. My advice is that you redownload it, and run the checksums. Prefer downloading via torrent, since the BitTorrent clients are capable of performing checksums themselves.

  • If you can't visit Archer Village (pay_arche), that's because your kRO files are too far ahead from our server's. kRO replaced the old Archer Village with a different map, incompatible with ours. NEVER UPDATE kRO UNLESS OUR LAUNCHER TELLS YOU TO. Just extract the files for the full client again (you'll have to download it if you deleted the zip), and play from the fresh folder. If you still have the Lite client, ditch it, it's unsupported.
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