Common Problems: A CABAL Online Technical Support Guide

Greetings!

The following compendium of information offers solutions to the most common problematic technical issues plaguing users of CABAL Online. Please refer to this guide as a first step in solving any CABAL-related technical issue.
If you continue to experience problems, please feel free to submit a ticket regarding your issue to the help desk. Please include a screenshot of the issue along with your ticket; this will make your problem easier to identify, and it will save a step in communication, allowing us to assist you more efficiently.

Graphical glitches

(When asking for assistance with a graphics error, please attach a copy of the DxDiag file to your help desk ticket:

Start -> Run... ->"DxDiag" -> Save)

Common problems:

• Incorrectly displayed interface

This issue occurs when your graphics card’s drivers are out of date and/or in-game files are damaged or incomplete.

• Please visit your graphics card manufacturer’s website and download the latest drivers.
• Uninstall CABAL Online along with the folder and registry keys associated.
• Reinstall and ensure successful updating. If you’re not sure if it was updated correctly, click ‘check files’ on your launcher.

• Incorrectly displayed interactional features (mobs/NPCs)

Note: This is an uncommon issue.

• Please visit your graphics card manufacturer’s website and download the latest drivers.
• Uninstall CABAL Online and delete the installation folder and all associated registry entries. This should be in conjunction with cleaning your registry with a program such as CCleaner.
• Reinstall and ensure successful updating. If you’re not sure it was updated correctly, click ‘check files’ on your launcher.

• Missing textures and/or animations

If you are experiencing missing textures on game objects such as Items, NPCs, or environments; or if you’re experiencing incorrect or missing animation sets on skills or enemies; you may have outdated graphics card drivers, or a malfunctioning graphics card. A corrupt and/or incomplete installation of CABAL Online is also a common source of these issues.

• Please visit your graphics card manufacturer’s website and download the latest drivers.
• From there, if your problem persists, uninstall CABAL Online and delete the installation folder and all associated registry entries. This should be in conjunction with cleaning your registry with a program such as CCleaner.
• Reinstall and ensure successful updating. If you’re not sure it was updated correctly, click ‘check files’ on your launcher.

• Incorrectly displayed skills

This issue is prevalent with faulty graphics cards and outdated graphics card drivers.

• Please visit your graphics card manufacturer’s website and download the latest drivers.
• Afterwards, if your problem persists, uninstall CABAL Online and delete the installation folder and all associated registry entries. This should be in conjunction with cleaning your registry with a program such as CCleaner.
• Reinstall and ensure successful updating. If you’re not sure it was updated correctly, click ‘check files’ on your launcher.

• Colored streaks across the screen

This issue frequently occurs with many PC games as a result of graphics card issues. It could be an overclocked video card, overheating, or as simple as outdated drivers.

• First make sure that your graphics card is properly vented, and that your fan works smoothly.
• If the problem persists, please visit your graphics card manufacturer’s website and download the latest drivers.
• Uninstall CABAL Online along with the folder and registry keys associated. This should be in conjunction with cleaning your registry with a program such as CCleaner.
• Reinstall and ensure successful updating. If you’re not sure it was updated correctly, click ‘check files’ on your launcher.

Updating issues:

Common problems:

• Failed to download server information. Please restart Launcher.

• Delete cookies & temp files, then restart PC.
• Disable any firewall/AV software you have running.
• Allow update.exe and Cabal.exe in firewall/AV exceptions list.
• Allow torrents through your router.
• Make sure to close out of any processes that could conflict with CABAL Online.

• The game will be closed to receive the update.

• Delete update files completely along with your CABAL Online folder and registry keys. Let it update from scratch.
• If your problem persists, re-download a fresh, pre-updated copy.
• Re-install current copy by right clicking setup and running it as administrator. Then, let it auto-update by clicking ‘check files’ on your launcher.
• Re-install current copy and manually update.

• The game crashes to desktop without any clear error message being displayed.

• Uninstall CABAL Online along with deleting your CABAL Online folder and registry keys.
• Reinstall game client and ensure successful updating, your client most likely has corrupted files essential for start-up

Restarting PC:

Common problems:

• Graphical glitches followed by black screen
• Graphical glitches followed by PC restart
• Any combination of the above

• Check the following steps to make sure they’re in working order:
  
  • PSU or UPS (Power Supply Unit or Uninterruptable Power Supply)
  • Network Card or Network Cable
  • Graphics Card and temperature
  • Motherboard
  
  
• Remove any hardware/software you may have installed in-between the last successful playing and first reboot. Your hardware should be regularly cleaned and dusted to ensure proper working ventilation.
• Remove all non-essential hardware connected and attempt to run CABAL Online. This also includes any processes that you feel could conflict with CABAL Online.
• Remove all hardware and peripheral device drivers and install them one at a time (check to see if CABAL Online runs after each installation)
• Make sure you have disabled all software that you're not using at the moment; some software might conflict with GameGuard and cause a PC restart.

Lockups and hangs in the operating system can be attributed to out-of-date or missing chipset drivers for the motherboard, missing Windows updates, or corrupted/outdated video card drivers. In most cases, loading updated chipset drivers, updating video card drivers, and installing available Windows updates will resolve these issues.

In rare cases, these types of issues can be related to underpowered or poor quality power supplies in the computer. Please make sure that the power supply in your computer meets the requirements of the graphics card you have installed. If you are adding a new video card to your system, sometimes it is necessary to upgrade the power supply for your computer as well.

Account-related issues:

Common problems:

• Account is banned.

• Submit a support ticket - account related cases are not for the Technical Support Forum!
• A few likely causes are, however:
  
  • Your account has been blocked for using automated programs (botting).
  • Your account has been blocked for using offensive language towards another individual.
  • You failed to update correctly and were caught in the ban script using a "speedhack".
  • You were caught due to RMT services. I.e. purchasing characters/accounts/ALZ with real money currency.
  
  

• Wrong ID and Pass.

• Ensure the correct password is being used via the correct part of the site, I.e. forum password in the User CP and the game password on the main page.
• Also make sure to check if your caps lock is on or off because passwords are case-sensitive.
  
  • Someone has gained access to your account or you have forgotten your details.
    
    • If you still have access to your account, immediately change your passwords and pin. Please visit the “Account Management” page at www.cabal.com
    • If you’re unable to access your account, send in a ticket to our helpdesk with details. A screenshot would always be preferable to ensure proper support.
    
    
  
  

GameGuard Issues:

Common problems:

• An error has been detected by the hacking system (erl error)

• Disable any and all non-vital running software and restart the client
• Run a full anti-virus and malware scan - if GameGuard identifies any spyware, it will automatically show this error message
• Disable any antivirus software currently running

• Cannot connect to the game server

• Add CABAL to your antivirus software’s exception list
• Disable any antivirus software currently running
• Disable any software that could be consuming large amounts of bandwidth (downloads, uploads, streaming, etc.)

• GameGuard does not update correctly

• Delete your GameGuard folder (located inside your CABAL Online installation folder) and allow the launcher to re-download GameGuard

Disconnections and Connection Issues:

Common problems:

• Disconnecting at login

• Make sure your connection isn’t experiencing any slower traffic. Be sure to periodically power cycle your modem to ensure a stable connection.
• Include Cabal.exe and CabalMain.exe through your firewall and anti-virus exception list.

• Disconnecting entering dungeons

• This issue occurs when players are missing essential files or have corrupt dungeon files. The simple fix to this issue is to click the ‘check files’ on your launcher and let it automatically download the needed files. If you’re still experiencing issues with dungeon disconnects and errors, make sure your graphics card is up to date with its drivers and to have any processes that could conflict with CABAL Online closed.

• Disconnecting changing map

• Reinstall the game client completely by deleting the folders and registry keys left behind. Sometimes during an installation some of the non-essential files are corrupted and not detected. If you experience a DC every time you do something specific, then you most likely have a corrupt file in your game folder.

• Disconnecting at random intervals

• Please ensure a stable internet connection; re-check cables in and out of router/modem and PC. Sometimes, periodically performing a power cycle on your modem / router can work wonders. This is the process of disconnecting your modem/router power outlet and letting it settle for a couple minutes before re-plugging.
• Kill all processes that could be using any bandwidth and re-check CABAL Online's connection stability.

• Disconnecting after leaving shop open

• This usually occurs when player’s connections go through a random irregular spike in their connectivity. To confirm this, you can ask your ISP to monitor a certain time frame if it’s a fixed issue. If it’s a random interval disconnect that only occurs in CABAL Online, make sure CABAL Online’s memory usage isn’t increasing too much after a given time. If this is the case, please restart your CABAL Online game client.

• If you're using a PPPoE connection type:
• Use a "keep-alive" program. (Keep-alive software stops your ISP shutting down your session through inactivity - though has no effect on packets sent/received).

Uncommon System Issues:

• Microsoft Visual C++ Runtime Library Error

• Ensure you have all needed Microsoft Visual C++ Runtime Libraries installed. Download the Redistributable packages at Microsoft Download.
• Update your system with Windows Update to ensure that your operating system supports all dependencies needed to run CABAL Online.

• NSIS Error

• Clear your browser's cache.
• Disable any download accelerators or managers and download the installer again.
• Rename the installer so it is a simple one-word name with no special characters (without removing the .exe suffix; example: install.exe)
• Download the installer from another source approved by the software developer or publisher.
• It might be corrupted on the server, or the connection to the server is unreliable from your location.
• Update your anti-virus software (if installed) and download the installer again.
• Disable your anti-virus software and download the installer again.
• Download the installer using another computer and copy it to the original computer.
• If you have the nVidia firewall installed, uninstall the program and download the installer again.
• Scan for, and remove malware and viruses on your system.
• Scan the hard drive using scandisk, chkdsk, or any other hard drive repair tool.

• Cabalmain.exe has encountered a problem and needs to close (As you click ‘start’ not in-game)

• Uninstall CABAL Online completely and delete the folder along with any registry keys associated.
• Perform a driver scan to ensure you have all your latest graphics drivers.
• Perform an anti-virus / mal-ware scan.
• Add Cabalmain.exe and update.exe to your firewall / anti-virus exception list.
• When running CABAL Online, please close out of any processes that aren’t needed when running CABAL Online.

• Cabalmain.exe has encountered a problem and needs to close (In-game)

• Uninstall CABAL Online completely and delete the folder along with any registry keys associated.
• Perform a driver scan to ensure you have all your latest graphics drivers.
• When installing CABAL Online, make sure to a download manager or other such tool to ensure the complete client file is downloaded.
• After installation, perform a quick ‘check files’ on your launcher to ensure that you’re not missing nor have any corrupt files.

• My computer shuts down or restarts while running CABAL Online
  
  • Completely turn off your computer and disconnect all wires.
  • Check to see if your fan for your mother board CPU / graphics card fan and tower fan has any dust / debris clogging it. Clean this out completely before re-plugging and restarting your computer.
  • Once your computer is on, ensure that no non-essential processes are running.
  
  

• Dungeon Error, missing or corrupt ‘file’
• Uninstall CABAL Online, then manually delete the CABAL Online folder and associated registry keys.
• Download and Install a fresh copy of CABAL Online.
• Click on ‘check files’ on your launcher to re-download any essential files missing or corrupt.
• Open CABAL Online and close out of any processes that could conflict.

• Connection Failure due to Incorrect Client Version / Region Locking

• Please be advised that certain countries are restricted from accessing CABAL NA-Global. For more information, we strongly recommend visiting www.cabalonline.net. This website contains information regarding which areas are permitted in CABAL NA-Global, CABAL BR and CABAL EU.