Guide:Troubleshooting Launcher and Login Issues

This page is a compilation of common Star Citizen Launcher/Login problems that users might face. Search below for your problem, or if you need more help you can chat with other users at the official community helpdesk. This guide was based upon the community document found here.

General Tips/Before You Begin

 * Ensure your Launcher is the latest version. You can do so by checking that the version number in the lower left-hand corner is up to date.
 * If you have already downloaded the game, make sure that your game files have been verified. This is accomplished by clicking the "Settings" cog in the upper right-hand corner and then clicking "Verify."

Forgot Password, But Cannot Reset
This will happen because the RSI site still has the user logged in, and thus, you can not select "you forgot your password" since you are already logged in. To verify, go to https://robertsspaceindustries.com/ and find GREEN “/” slash in the top right next to a MY RSI menu item. Click that, then SIGN OUT. (note: the “/” slash turns RED). After signing out, click the MY RSI menu item again, and there will be a functional “Forgot Password” link that you can use.

Can’t Login to Game: Mismatch Between Header and Cookies.
Begin by exiting all instances of the Game or Launcher. Second, open the folder location where you have installed the game (Example: "C:\Program Files\Cloud Imperium Games\Patcher\config"). Finally, run the CIGPatcher.exe file in the preceding folder as Administrator(Right click CIGPatcher.exe and then select Run as Administrator).

See Also:
 * https://robertsspaceindustries.com/community/issue-council/star-citizen-alpha/SC-25915-Login_Issue___mismatch_between_header_and_session_id_

Can’t Login to Game: Account Not Activated
Ensure you are using the correct login information by going to https://robertsspaceindustries.com/account/security and double checking your Login ID. Alternatively, make sure to activate your account with the email sent by no-reply@robertsspaceindustries.com.

Download Stopping/Slowing
See Guides:Connection Troubleshooting

Download Does Not Start

 * Ensure that CIGpatcher.exe (Under: "C:\Program Files\Cloud Imperium Games\Patcher\config") is whitelisted in any third party AV or Firewall, or webblocker you may have.
 * Change download method from P2P to HTTP in the settings menu in the launcher.

Out of Range Error
This is caused by font size not being set to 100%.

See Also:
 * https://forums.robertsspaceindustries.com/discussion/277347/new-launcher-failing-with-argument-out-of-range-exception

Constant Launcher Crash
Any one of the following may cause the Launcher to Crash. Try each of the following, one at a time.
 * Delete "C:\Users\XXXX\AppData\Local\Star Citizen"
 * Delete the "C:\Program Files\Cloud Imperium Games\StarCitizen\Public\USER" folder.
 * Delete "\Cloud Imperium Games\StarCitizen\Public\Bin64" folder and then use the Launcher’s VERIFY button before you click launch.
 * Verify that you have at least version 4.5 of the Microsoft .Net Framework located at "C:\Windows\Microsoft.NET\Framework64"

See Also:
 * https://forums.robertsspaceindustries.com/discussion/315127/launcher-crashes

No Index File - Cannot Continue
Try reinstalling the launcher into a new folder, such as "C:\StarCitizen\". If that fails to work try to open the file PatcherState with a text editor like Notepad++ and check if the line Public_fileIndex = is missing. If it is missing add manually the url corresponding to the current version of the game (you can ask another community member or the helpdesk for the url). Example for version 2.6.0 build 490789-c the line looks like this (should be all in same line): "Public_fileIndex = http://1.webseed.robertsspaceindustries.com/FileIndex/sc-alpha-2.6.0/490789-c.json" PatcherState file should be in your SC installation folder under the Patcher subfolder (C:\Program Files\Cloud Imperium Games\Patcher)

See Also:
 * https://forums.robertsspaceindustries.com/discussion/330242/launcher-error-error-no-file-index-cannot-continue-solved-by-starlin
 * https://robertsspaceindustries.com/community/issue-council/star-citizen-alpha/SC-22933-2_4_live__Launcher_says_No_file_index_-_cannot_continue__error_-_can_t_download_