Start with the symptom on your screen
| Symptom | Check | Success looks like |
|---|---|---|
| Network request failed or timeout | Check your connection and official notices, then use the Network section. | The client connects without the same error. |
| Failed to load il2cpp | Follow the official-launcher branch below and inspect protection history. | The game reaches login without the original error. |
| Download at 94% | Allow resource verification to finish before interrupting it. | Verification completes and Start Game becomes available. |
| A different character appears | Use Accounts & servers to compare UID, login method and server. | The expected UID and progress appear. |
Failed to load il2cpp
- Record the full error and confirm whether you installed through the official launcher or a store.
- Check your security software’s protection history for a matching detection. An error string alone does not prove that quarantine is the cause.
- For the official launcher, close the client and run Settings → Quick Repair, then restart and try once more.
- If a detection or the same error remains, provide its exact text to official Support. Do not download replacement DLLs from another site or disable protection as a general fix.
Launcher not responding or download not moving
First distinguish resource verification from a frozen launcher. At 94%, the official FAQ says to allow verification to finish. Do not keep interrupting an active update.
If the launcher is unresponsive or remains at zero progress, restart it or the PC, check free space on the actual installation drive and retry with the current official installer. Use Quick Repair for a file-verification error. Record the exact stage if the same failure returns.
Install the September 23 update first
The September 23 patch fixes red-tinted screens on some devices, rendering blackouts on specific GPUs and an infinite reconnection loop under certain conditions. Install the current update and restart the client before trying the repair steps below.
If the same symptom remains, note your platform, GPU, client version and error message. These fixes do not cover every black screen or connection failure.
The alert Celestis is missing from the tutorial
Players have reported an empty room at ‘try catching the alert Celestis’, including after restarting the tutorial. If that matches your screen, a normal Celestis habitat route will not replace the missing tutorial target. There is no confirmed workaround in those reports.
Keep a screenshot of the objective and empty room, note your platform and client version, and send them to official Support. Check update notices before repeating the tutorial.
Download or update appears stuck
| Symptom | First step | If it continues |
|---|---|---|
| 94% | Wait for resource verification | Restart the launcher |
| No download activity during an update | Allow local-file processing to finish | Avoid repeatedly interrupting the same update |
| 0 progress or launcher not responding | Restart the launcher or PC | Download a fresh official launcher |
| Old test client | Install the current release client | Do not reuse beta update instructions |
File verification errors or black screen
- Close the game client.
- Open Settings at the launcher’s top right, then select Quick Repair.
- After repair, restart the launcher and try again.
- If the same error remains, reinstall the launcher from the official site or contact support.
These Quick Repair steps apply to the official PC launcher. Steam and console menus differ.
Extraction, disk space or folder errors
Check the installation drive’s free space before retrying; the PC client requires 40 GB and an SSD is recommended. An error naming insufficient disk space needs space on that drive, even if another drive has plenty.
For an existing custom installation, select Settings → Choose another folder. For a login error associated with a non-English path, the official FAQ recommends an English-only path and updating the launcher’s folder selection.
Network request failed, network errors or timeouts
Check whether other sites work on the same connection. Review DNS and any proxy settings you intentionally use. Retry after the connection is working; repeated client reinstalls will not fix an unavailable network.
PC and console servers are live. Check official notices for maintenance or login incidents, and keep any error code when contacting support.
Windows, white screen and blocked files
- Incompatible Windows message: the minimum is 64-bit Windows 10; Windows 7, 8 and 32-bit systems are unsupported.
- White screen before the logo: the FAQ points to Microsoft’s DirectX runtime. Use the official Microsoft link in that FAQ.
- Failed to load il2cpp: inspect your security software’s protection history. Confirm the installer came from the official source before handling a quarantined file. If uncertain, send the exact detection and error to support.
- Launcher exceeds the screen: review display scaling; the FAQ suggests no more than 125% at 1080p.
Record the error text, launcher version and steps already tried when requesting help. Avoid repeatedly deleting files or changing security settings without identifying the cause.
Check the result before trying another fix
| After this action | Success check | If the same problem returns |
|---|---|---|
| Wait or restart after 94% verification | The launcher completes verification and offers Start Game | Record whether the percentage changes; use the repair branch for an actual file-verification error. |
| Quick Repair | Restart the launcher, then reach the game login screen without the original error | Record the same error and repair attempt before reinstalling the launcher or contacting Support. |
| Choose another folder | The launcher recognizes your existing installation | Check the selected game directory before downloading a second copy. |
| Network checks | The launcher connects without the previous timeout | Check official notices and report the exact code, time and server. |
Reaching login confirms launch recovery; seeing the wrong character is an account/server issue, not a reason to repair files again.
Send a useful error report
If you can enter the game, use Menu → Support; the launch notice also lists F10 as a PC shortcut. If you cannot reach the menu, use the official Support Center linked below.
Include the exact error or screenshot, PC specs, launcher/store, time and server, and which steps above you tried. Never include a password or verification code. The official team does not require payment or a verification code to issue rewards.