Overview
:Black screen:If you observe a black screen after pressing Play, please refer to the potential fixes detailed below:#1. Admin modeRight click the ESO launcher iconClick Run as Administrator#2. Make sure your drivers are up-to-dateLook at your DxDiag, are your drivers from 2012 or before? Yes? Then they need to be updated.To do so:• Nvidia Video Cards: http://www.nvidia.com click “Drivers” and choose Option 2: Automatically find drivers for my NVIDIA products.• AMD Video Cards: http://www.amd.com click “Drivers & Support” and click the “Find your driver” button.• Other Video Cards: You should contact the computers manufacturer for driver updates.If after updating your drivers they still appear to be from before 2013, it is possible that the manufacturer stopped producing updates for this model of card#4. Make sure that the latest version of DirectX is installed on your systemYou’ll find more information here: http://windows.microsoft.com/en-ie/windows/which-version-directx#which-version-directx#5. Adjust your video card to run the game at High Performance.Nvidia Video Card.Open the Nvidia control panel. This can be done usually by clicking the appropriate icon in the bottom right of the computer on the Task Bar. You can also right-click directly on your desktop and you should see Nvidia Control Panel in the list.Under 3D settings, select the Manage 3D Settings. The Manage 3D Settings window displays on the right.Click the Program Settings tab at the top in the Window on the right.Your first step is to select a program to customize. Click the drop down and select eso.exe.Your second step shows a list of settings for the program. We need to look for the Feature Power Management Mode and change the option on the right to Prefer maximum performance.At the bottom select Apply and close out of the Nvidia Control Panel.Now try running the game as administratorATI Video Card.Open the Catalyst Control Center. This can usually be done by clicking the appropriate icon in the bottom right of the computer on the Task Bar. You can also right-click directly on your desktop and you should see Catalyst Control Center in the list.The Catalyst Control Center will open. In the top right corner is a button that says Preferences. Make sure that Standard View is selected.Next, select Gaming, then under Gaming Performance, select Standard 3D settings.Move the slider to Optimal Performance.Click Apply and close the Catalyst Control Panel.Now try running the game as administrator.#6. Adjusting the Screen Resolution in the UserSettings File.The default location of this file is Users*USERNAME*My DocumentsElder Scrolls OnlineliveUserSettings.If your native screen resolution is 1080×1920 you need to modify this file as follow:FromSET FullscreenHeight “0”SET FullscreenWidth “0”toSET FullscreenHeight “1080”SET FullscreenWidth “1920”#7. Try to delete the ShaderCache.cooked fileThe default location for the file is C:Users*USERNAME*My DocumentsElder Scrolls Onlinelive.After that file is deleted, run the game as administrator, and it will recompile that file.If the file is missing or empty, it is likely that something is preventing the system from creating that file correctly (which is an issue we are currently investigating).Unable to Launch GamePressing the Play button on the launcher and nothing happening (“grey play button”). There are several factors that could contribute to this issue, so there is not a universal fix. That said, please try the following:Go to your “My Documents/The Elder Scrolls Online” folder and open the folder in there called “Live.”Check to see if there is a file called “UserSettings.txt” in there.If there is a file called “UserSettings.txt” do the below.Open the file “UserSettings.txt” in Notepad, and delete all the content in it.Copy and paste the text quoted at the bottom of this post.Save and close the file.Restart your launcher.If there is NOT a file called “UserSettings.txt, do the following:Open the Notepad program and paste in the text quoted at the bottom of this post.Save the file as “UserSettings.txt” in your My Documents/The Elder Scrolls Online folder.Restart your launcher.If the download and installation process is running slow, there are several temporary solutions:First, players should try temporarily disabling the firewall and anti-virus. Default Windows firewalls will come on automatically after others are disabled, so keep in mind that the Windows firewall may need to be disabled, too. Always remember to turn them on again after the download completes.Players can also try opening the following ports on their router:TCP / UDP Ports 24100 through 24131TCP / UDP Ports 24300 through 24331TCP / UDP Ports 24500 through 24507TCP / UDP Port 80 and Port 443If that doesn’t work, they can try bypassing the router and plugging the computer in directly to the internet source to improve download speeds.Download speeds are also related to internet connection speed, which can act as a limiting factor. If the overall connection speed seems slow, players can verify it through a third party source like SpeedTest. This site, and many others, will calculate internet connection speed (higher numbers are better). If it turns out that the overall internet connection speed is slow, we recommend the players to contact their Internet Service Provider and have them troubleshoot the connection with them.Resolving Installation Issues1. You need to ensure you have downloaded and installed all optional updates to the .NET Framework and Visual C++, newest Direct X versions, as well as the most up to date video card drivers. A lot of issues with the game can be resolved simply from errors relating to out of date files from any of the above packages.Updates to the .NET Framework are provided by Microsoft and can be acquired on their website in the Download Center. Please search for .NET Framework to acquire the latest version.You can check for the latest version of Visual C++, here.You can find instructions on how to find out what version of DirectX you have currently installed & get the latest version, here.To update your graphic card drivers, please check your graphic card model & version and then go to the respective manufacturer’s homepage.The following list is a compilation of several workarounds/fixes that should cover most situations regarding connectivity/latency issues and may be able to help in case of an “Unknown Error”:Please make sure that you disable all Add-Ons and remove EsoHead or/and EsoHead mapmarker completely. Restart the client.If you are using a WiFi connection, we recommend that you switch to Ethernet instead – a WiFi connection can be disrupted by many sources, which directly impacts its stability.
