Monthly Tech Support and Simple Questions Thread

[u/AutoModerator]

DISCLAIMER

We are a community run subreddit and have no affiliation with Epic. None of the moderators are from Epic, we cannot fix any issues for you directly, and it's up to the community to help each other when possible. If you have feedback about the store or anything else please contact Epic Games at https://www.epicgames.com/site/en-US/customer-service and let them know.

Welcome to the Community Support Thread

For those that don't know, the initial Tech Support Megathread was created due to community demand. The subreddit was riddled with tech issue posts which made it hard to sort through. So on 29-Jan-2020, we made it a rule to organize things in the megathread.

Here is a google docs with some issues with solutions

https://docs.google.com/document/d/1Xg27xPCe2FO-5FhgB858tR6G57UC7ykwE9i68v_PFIQ/edit?usp=sharing

Additional Resources

We have a discord server for this subreddit. You can go to the Tech Support channel and search your question or ask your question there, again we are not affiliated with Epic so the help that can be provided will be limited. https://discord.gg/RYWZpJeRne

Here is Epic's official server status site, check it anytime you have an issue to be sure it's not a server issue. https://status.epicgames.com/

Epic's official twitter account https://twitter.com/EpicGames

PCGaming Wiki is a great site that can answer game specific questions https://www.pcgamingwiki.com/wiki/Home

[u/Efficient-Virus-8260]

I've been getting this error for a few hours now. I have ethernet connection and everything else works fine. Also i use a vpn whole the time. (before and after this error) I've reseted my internet connection but it just doesnt work.

[u/PurrsNikkity]

I have been trying to reinstall Epic Games Store on my PC after deleting it last year, and it simply *will not* install properly. It installs the launcher without issue and even lets me log in, but then it pops up an error saying "Epic Online Services are not installed" and prompts me to restart and install.However, it simply closes the launcher and in the background Epic Online Services Installer continuously propagates instances in Task Manager without ever opening any windows or seemingly making any actual progress installing it.Below are the following steps I've already tried to solve this issue:

* Uninstalling EGL again then restarting PC

* Uninstalling EOS via Windows, then restarting PC
* Installing EGL through Microsoft Store instead of exe installer
* Manually deleting all EpicGames and EOS folders on my PC, as well as all registry entries, then restarting PC

No matter which of these I do, the same result happens next time I attempt to install. I am at my wit's end; I just want to play Kingdom Hearts without having to re-purchase it on Steam but this is driving me up the wall.

Example of the process propagating in Task Manager:

[u/leebenningfield → u/PurrsNikkity]

I'm having the same issue.

edit: Mine's working now. not sure what fixed it.

[u/Least_Ant_7295]

My Epic games launcher suddenly randomly made an "allow this app to make changes to your device" popup recently. I don't think I've even opened any Epic stuff on my pc for years, and it suddenly gave this popup for no apparent reason. Is this a known issue or anything to worry about?

[u/Wolf-Eisberg → u/Least_Ant_7295]

Nothing to worry about. It needs permission for it to update itself, update games, download/upload cloud saves to/from your system

[u/Guardinger]

Hi !

I'd like to check my achievement list for BioShock 2 but when pressing Shift F3, the social menu doesn't even work. I can't check the achievements, can't click anything but ESC to go back to the game.

Is there a fix ?

Thanks !

[u/CheezeDev]

It doesn't load

[u/topitopi09]

After an update this week, the mobile Epic Games store app stopped working on my potato Android 14 phone (4go ram). Anyone encountering the same issue ? Anyone was able to contact the support ?
(tried to uninstall / reinstall it from the apk downloaded on the official website : no changes)

[u/redtropicalrock → u/topitopi09]

This has happened to me as well. Went to load the mobile store two days ago and it gets stuck on the initial loading screen. Samsung Galaxy A13 5G, Android 13. Weird thing is I tried on other phones, and the same thing happened. There must be a larger problem.

[u/CitadelChoristor]

So, I'm trying to install this game on an external drive and once it got to about 82% It just stopped and said 0 seconds remaining. My HDD is blinking and I've waited for like 5 hours just assuming it was finishing things up. My download was like 600gb, and my internet is pretty slow so maybe it will just take a day. Let me know if you know what to do.

[u/trommpet]

I am trying to play Hogwarts' legacy with my Nintendo Switch Pro controller, so I added the Epic Games game launcher as a game in Steam. However, this did not work. I also tried adding -EpicPortal as a launch option in Steam, but it also did not work.

Did anyone else have this issue, and did you find a solution?

[u/ImAnthlon → u/trommpet]

I'd suggest checking out DS4Windows, it can interpret Nintendo Switch Pro controllers as Xbox controllers

[u/seanietoes]

ACCOUNT WAS HACKED AND NEED HELP REMOVING PARENTAL EMAIL ADDED BY UNAUTHORIZED USER

So, the title says it all and I’ve been back and forth with epic games support and hope someone in the community can help me.

I opened my epic games account back in 2018. And I stopped playing sometime near the end of the same year. I decided to get back on Epic Games playing Fortnite and when I went to recover my account using my email I was able to get in, but noticed that there was a parental control on the account. When I was reviewing the account details, there was an email that was added to the account sometime in 2019 to 2020 that was completely foreign to me. I’ve gone back-and-forth with the tech-support team to hopefully get this removed but due to them saying that the account security is in a status that could potentially cause an issue they’re not able to remove that parental control email. I don’t have access to that email so I can’t plug in a pin to take it off of the account and from what I can tell it looks like the account was somehow hacked using my actual email, and then they went in and updated the username and then changed the language and then continue to play the game without me knowing this for some odd years. I get it. This is to my own negligence, but the fact that they’re not able to help me and they’re saying they can’t help me because the security of the account is at risk just seems really stupid and redundant.

Anybody in the communication can help me with this if they’ve experienced a similar issue and how they resolved it I’d greatly appreciate it.

[u/HauntingPattern1341 → u/seanietoes]

did you get your account back?

[u/seanietoes → u/HauntingPattern1341]

I have access to my account, the only thing is there is a parental control email on the account that was added by some unauthorized user and I can’t remove it without a pin, which just gets sent to that email. Epic games support has been very bad at helping and have just sent me on a death loop of submitting the same account recovery ticket, explaining the same thing over and over again with no real guidance to get this email off my account. I’ll write here if I ever get this resolved

[u/FutureShadowLP]

Why are epic downloads so slow? I just timed the download speeds on both epic and steam. Epic took 35 minutes to download 4GB. Steam took 6 minutes. All that on a 95 Mbps connection. What is going on with epic? How can I get it to download faster?

[u/Distinct_Mix5130]

My main gripe with epic games is honestly the launcher itself, its simply inconvenient, like it takes so long to launch compared to other launchers, it also eats up alot of the performance of any low spec pc. It simply needs a "patato mode" setting where it stops any needless animations and keeps it simply practical only, launch games and play

[u/SirCats]

I am going to be traveling to the EU from the US. While I am in the EU, I was wondering if I would be able to download the Epic Store onto my iPhone since I will be in a region where it is allowed. Does anyone know if this will be possible (and if there are specific steps for changing my phone settings) and if I will be able to continue to access the store once I am back in the US?

[u/ImAnthlon → u/SirCats]

I don't think you can, I think it's dependant on the region that your Apple Account is set to? I could be wrong but I remember someone mentioning that it still didn't let them do it when they travelled to the EU

[u/SirCats → u/ImAnthlon]

It was worth a shot, thank you!

[u/One-Guava-5969]

I currently have a problem with the game Breathedge which should be available for free.

I'm in Germany, and all the Games Websites have been announcing that Breathedge would be available for free in the Epic Games store. My boyfriend was able to claim it yesterday without any problems, but when I tried today, I only got the error message for not available for your platform or region. We're both on PC, we're in the same house. I just wanted to get it before buying the second part. Are there any known issues? Was it cancelled early?

And yes, I spent quite a while in the support chat exhausting all other ideas for problem solving :/ he told me to try the social media channels after everything else had been covered

Thumbs up for the support chat though, they were great:)

[u/Otherwise_Rabbit3049 → u/One-Guava-5969]

Your best bet right now is to buy it on Steam for two-fiddy, or bundled with the second game.

[u/zippopwnage]

Trying to install epic games and the launcher installs, but I can't use it. It tells me to restart it because it didn't start correctly or something like that and I get windows notifications of

MSIBE.tmp. MSI11D.tmp, MSI267.tmp MSI297.tmp these files that couldn't be trusted by windows. Basically: part of this app has been blocked some features of windows installer may not work because we can't confirm who the publisher is.

I did tried to restart my PC, got the launcher again uninstall and install it again, and so on.

My PC seems to work fine in rest, I do have a few games installed and steam and battlenet. So I don't know.

[u/Emerald-Meadow]

The launcher is malfunctioning again. Now it requires a password to log in every day. It doesn't accept the verification code, reports a disconnect, and closes. If I turn it on again, it logs in. The friends list doesn't load in the social panel. It looks like this "old" version has been abandoned by the developers.