Help: Stuck in Character Selection

Game Support English Support
1

Hi!

I am unable to log into the game. The game boots up correctly, and I can select my server, however the game will not load me into Character Selection.

Region: NA West
Server: Akkan
Class: Soulfist
Name: Monstrata

I have tried uninstalling and reinstalling the game and it hasn’t helped.

Any help would be great thanks.

2

Hello @Monstrata,

Welcome to the forums. :bouquet:

Hope you are doing well.

Since you have already tried the possible troubleshooting including re-installation and you still have the problem, I request you to submit a web-ticket or contact live support so that we can further investigate.

To pull Dxdiag logs please:

  1. Press Windows Key + R and type: dxdiag and hit ‘Enter’ key
  2. Click “Save All Information”
  3. Select the file location and save it.

Hope this helps! :magic_wand:

3

Thanks. I will reach out.

I have also heard this issue was due to characters being loaded into areas they are not supposed to be in. I remember exiting the game while halfway through an Adventure Island dungeon. If you are able to, could you try moving my character?

1 Like
4

Hello @Monstrata,

Thank you for your reply.

Sure thing, just allow me sometime to re-locate your character.

5

Hello @Monstrata,

This is to let you know that I have relocated your character to Prideholme. :european_castle:

Kindly check the Steam files before opening the game and let me know if it works or not.

Hope this helps. :magic_wand:

6

Thank you for trying. It didn’t work. I tried selecting other servers as well and am getting the same result.

Is there anything else I can try while waiting for web-ticket? I am unsure where to contact live support.

Thanks.

UPDATE: Fixed, thanks support!

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