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Need Help? Check this thread first! (Client/Updater Troubleshooting)


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Greetings, Skylords, Skyladies, and Skyfolks!

In order to best help you out with any issues you may be having with your game, please read this topic and follow its instructions where needed, BEFORE making a thread of your own! This thread will provide you with some troubleshooting and some solutions that might help fix your issue, even without filing a help thread for it.

1. Check if you have both the latest uploaded Updater and the Game Client, and make sure they are local.
You can find instructions for downloading and installing the game here. These files need to be installed locally (not remotely or in/linked to a cloud), and the same goes for all the files BattleForge will create, such as the My Documents\BattleForge folder. Virtual/cloud folders such as OneDrive folders may cause conflicts with our updater and can therefore not be used as an install or documents directory for Skylords Reborn. Make sure the file locations are accessible to programs.

2. Starting installer does nothing
If nothing happens after clicking to run the SRInstaller, please make sure the SRInstaller file is not blocked by right-clicking on it and making sure the Unblock checkbox is not checked, like in this image. If you do not see this option, then it is fine.

3. Install the Game with your antivirus software temporarily disabled
It’s easier to install and run the game while your antivirus is shut down, as antivirus software tends to quarantine (i.e. remove) important files that are needed to run the game. Therefore, install the game yet again while the antivirus is disabled before running SkylordsRebornUpdater.exe.
To prevent your anti-virus software from quarantining game files every time, you may want to Whitelist your BattleForge folder (create an exception for your antivirus software to skip your BF folder in scans), or at the very least make sure to whitelist SkylordsRebornUpdater.exe, pcre3.dll and BattleForge.exe. Don't worry, official updater links will never contain any actual malware.

4. Run the Updater as Administrator
Try running SkylordsRebornUpdater.exe as an Administrator. You can do this by right-clicking the file, and selecting the "Run as Administrator" option at the top of the dropdown list. You can also run BattleForge.exe as an Administrator, but remember that running BattleForge.exe won't make your game work; you need to run the game using the Updater. 

5. Check if your Windows version allows non-Store apps to run
Especially for Windows 10 Educational Version, your computer may block any non-store apps from running. To make sure Skylords Reborn runs properly, please go to the "Apps & Features" system setting (open the Start menu and type "Apps", it should appear in the menu for you). Make sure that under "Installing Apps", the drop-down menu is set to "Allow apps from anywhere", like this.

6. If you are using Windows 10, make sure Controlled Folder Access feature is not blocking the game
On Windows 10 there is a feature called Controlled Folder Access that attempts to prevent apps from changing certain files or folders if Microsoft thinks they are harmful. This can happen even if apps are not harmful. Please confirm that this feature is either disabled, or if you wish to keep it enabled to add an exception to the folder where you installed the game. Please follows the steps explained here. If this feature is enabled and you wish to add an exception to a folder, click on "Allow an app through Controlled folder access" after you have followed the steps explained previously.

7. If the game does not start at all, delete Documents\BattleForge
Find the "BattleForge" folder in your "Documents" folder (default location at C:\Users\<Your Username>\Documents\BattleForge) and completely delete it. Then, run SkylordsRebornUpdater.exe; the updater will then regenerate a BattleForge folder for you, which should fix this startup issue. Does this not fix your issue? Then check if the new BattleForge folder in your documents is NOT set to Read-Only. To do this, right-click on the Battleforge folder, select Properties and at the very bottom left corner of the window untick the box next to Read-Only so that it stays empty. Now apply these changes to the folder and its contents by pressing OK.

8. Check whether you have DirectX 9 and Visual C++ prerequisites/redists installed (2013/2015), OR if you get a MSVCR120.DLL, MSVCP140.DLL or VCRUNTIME1450.DLL error
BattleForge requires you to have DirectX 9 installed. This is not included in the latest version of Windows 7/8/10 and should be downloaded manually! You can download DirectX 9 here.
Once the self-extracting archive has been downloaded, run the .exe and designate a folder for the files to be extracted. Then go to that folder and double-click dxsetup.exe to start the installation process.

BattleForge also requires you to have Visual C++ Redist. installed.
 Download them here and here and follow the Install instructions. Download all .exe files to be sure.

After installing these files, you don't have to restart your computer. If you still encounter problems, please restart your computer anyway, and try running SkylordsRebornUpdater.exe again. If you still encounter issues, continue below.

9. Check if you have a video card driver installed
BattleForge requires a video card driver. It doesn’t have to be up-to-date, but one is required to run the game.
Owners of nVidia cards: either go to the manufacturer’s website to find the corresponding WHQL driver, or download and install the following.
Owners of ATI or AMD cards: either go to the manufacturer’s website to find the corresponding WHQL driver, or download and install the following.
In case you’re unsure of the manufacturer of your video card, hit Win+R on the keyboard to open the Run menu. Type dxdiag in the small window and press Enter. While the system analyser is running, click on the Display tab at the top to see what video card is listed in the top left under Device. Under that you’ll see the card manufacturer’s name. You may need to restart your computer after installing a video card driver.

10. Force BattleForge to run in DX9 Mode
Locate the config.json file under in your Documents\BattleForge folder (Default location: C:\Users\<username>\Documents\Battleforge\) and open it with Notepad (or any other text editor) by right-clicking on the file and selecting Open With > Choose Default Program… from the local menu.
Once the file has opened, find the entry maxshader and change the value after the double point from false to 768.
Before: maxshader: false,
After: maxshader: 768
Save and close config.json, then start the game through the updater by double-clicking on SkylordsRebornUpdater.exe within the folder the client has been extracted to.

11. Turn off Anti-aliasing
Locate the config.json file under in your Documents\BattleForge folder (Default location: C:\Users\<username>\Documents\Battleforge\) and open it with Notepad (or any other text editor) by right-clicking on the file and selecting Open With > Choose Default Program… from the local menu.
Once the file has opened, find the entry screenaasamples and change the value to 0.

Before: screenaasamples: ?,
screenaasamples: 0,
Save and close 
config.json, then start the game through the updater by double-clicking on SkylordsRebornUpdater.exe within the folder the client has been extracted to. Still having issues? Check out the Technical Support forums and continue below.

12. Invisible units
If you manage to start the game but you find your units are invisible, please go to the Options menu, open the Graphics tab and switch the settings. Try changing SSAO or a different textures quality. Also, please do not use Alt + Enter to switch between the fullscreen and windowed mode.

13. Game is black screen and minimizes after clicking on it
If the game starts minimized and every time you click on it, it switches to a black full screen and shortly after BattleForge minimizes itself again, try to change your scaling applied by programs or operating system. For example, players have experienced this when using larger than 100% scaling with Windows scaling. If you do use a scale larger than 100%, try resetting it to 100%.

14. Getting: "You are using the wrong client version. Please update your client to be able to play again. Your game will now be closed automatically." ?
This could be that you don't have the correct Updater Version. It could be proxy related. Disable any kind of proxy when downloading the client and executing the Updater since it can happen, that you don't get the newest files.

15. Check these forums (Technical Support) to see whether your issue has already been posted
You can also use the Search function of our forum boards to find similar problems to what you're currently experiencing. Try looking for topics that describe the issues you're having; perhaps a developer has already responded there and you may be able to fix your issues through their instructions. You can also reply to a thread with your issue described in it if a proposed solution in there does not work. If your issue is not described anywhere, please continue.

16. Create a new Technical Support Topic
If you can't find your issue anywhere and ALL the above steps don't work, you can submit your issue in the Technical Support forums by creating a new topic here. Other Skylords and staff will see to help you with your issue when possible and when they can, and we will try our best to help you with any issues you encounter. Refrain from contacting staff members directly, and please have some patience with your issue; the community or staff board will reply when they can. You can also use Discord.


Hopefully these steps will have helped fix any issues you may be having with the game. Thanks to @Ilsyde for helping with part of this troubleshooting process back in Closed Beta.

Bongladesch and Mak like this
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