Patch 4.3.2 Common Issues and Solutions

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Support Forum Agent
Below you will find a compilation of the most common issues and solutions to those issues that we've seen with the release of Patch 4.3.2.

Index:

1. Things to avoid before attempting to patch - http://tinyurl.com/7b4yoxt
2. "Your game installation is damaged. Please run Repair." - http://tinyurl.com/7bruhpn
3. "Connection timed out" message once optimization starts - http://tinyurl.com/7ss5cm6
4. Constantly downloading data in-game, but launcher said game is up to date - http://tinyurl.com/799jm46
5. "Internal Error" during tools patch - http://tinyurl.com/725d944
6. Launcher seems stuck at "Connecting to patch services" - http://tinyurl.com/7slsg53
7. Error 1 while attempting to patch - http://tinyurl.com/88pm6pe

***This thread will be updated as new information is becomes available***
Edited by Dankorii on 2/2/2012 5:10 PM PST
Support Forum Agent
1. Things to Avoid before attempting to patch

I. Do not start World of Warcraft via WoW.exe.

Bypassing the Launcher by use of WoW.exe before the Optimization process is complete will result in corrupted data and a lengthy download. WoW.exe is not meant for regular use, and should only be utilized in specific troubleshooting circumstances.

II. Only launch World of Warcraft with the "Launcher.exe" until you are fully patched and playable.

Most of the errors and anomalies that some users are experiencing are caused by not starting World of Warcraft with the "Launcher.exe" that is found inside the World of Warcraft folder. Using the Launcher is required for proper patching. Renaming/deleting the launcher or using alternative means of starting World of Warcraft may result in corrupted data and large additional downloads of data. If you suspect that your Launcher.exe is modified or deleted, please run the repair tool that is found in your World of Warcraft folder to repair it.

III. Do not manually run the Background Downloader

Running the Background Downloader before the Optimization process is complete will require you to redownload all of the World of Warcraft data, which is a very large download. Manual use of the Background Downloader should be limited to very specific troubleshooting circumstances.

IV. Addon Manager programs (Curse Client, WoW Matrix, etc.) can block the Optimization process

Having an addon manager program installed can cause the optimization process to stall or error out as programs of this type often block access to some of your WoW files. Try temporarily uninstalling any addon managers until you are fully patched and playable. Please note that these symptoms are the same as those that can be caused by improperly configured security software

Edited by Dankorii on 2/2/2012 5:09 PM PST
Support Forum Agent
2. "Your game installation is damaged. Please run Repair."

If you are not running any addon manager programs (Curse Client, WoW Matrix), please try the following procedure:

1. Go into the World of Warcraft folder
2. Delete the contents of the "Temp" and "Updates" folders
3. Delete the Launcher.exe
4. Run the Repair.exe and allow the process to complete
5. Run the Background Downloader, but cancel it after about 30 seconds
6. Run the new Launcher.exe (If on Vista or 7, please right-click the Launcher and select "Run as administrator")
7. Allow everything to patch normally
Edited by Dankorii on 2/2/2012 4:11 PM PST
Support Forum Agent
3. "Connection timed out" message once optimization process starts at the launcher

The first thing to try if you come across this error is to power cycle the connection and flush the DNS Cache.

Here's how to power cycle:

1. Turn off all computers on the network
2. Unplug the power from the modem and the router (if applicable)
3. Wait about 1-2 minutes
4. Plug in the modem first and wait for it to completely boot up
5. If there was a router, plug the power back in and wait for it to completely boot up
6. Turn on the computers and try the game out

Here's how to flush the DNS Cache: http://us.blizzard.com/support/article.xml?locale=en_US&articleId=21226

If power cycling and flushing the DNS Cache does not resolve this issue, then there is a good chance that the permissions on your Windows admin account are corrupted. Creating a new admin account bypasses this issue. Try the steps below.

1. Create a new admin user account

Here's how:

Windows 7 or Vista

To create an administrator account for a Windows 7 or Vista computer that is not a member of a domain:

From the Start menu, select Control Panel.

Double-click User Accounts, and then click Manage User Accounts.

Click Create new account. Enter a name for the account, and then click Next.

Click Computer administrator, and then click Create Account.

Windows XP

To create an administrator account on a Windows XP computer that is not a member of a domain:

From the Start menu, select Settings, and then Control Panel.

Double-click User Accounts.

Click Create new account. Enter a name for the account, and then click Next.

Click Computer administrator, and then click Create Account.

2. Log off of the current Windows user account
3. Log onto the newly created account
4. Launch WoW (If you are on Windows Vista or 7, remember to launch the launcher as admin by right clicking on the WoW account and selecting "Run as admin".
Edited by Dankorii on 2/2/2012 4:18 PM PST
Support Forum Agent
4. Constantly downloading data in-game, even though launcher said game is up to date

1. Go into the World of Warcraft > WTF folder
2. Delete Launcher.wtf
3. Run game with Launcher (If you are on Windows Vista or 7, remember to run the launcher as admin by right clicking on the launcher and selecting "Run as admin")

Edited by Dankorii on 2/2/2012 4:26 PM PST
Support Forum Agent
5. "Internal Error" during tools patch

I. Try running the repair tool

1. Navigate to the World of Warcraft folder
2. Locate and double click on the Repair.exe
3. Click on "Repair"
4. Once the repair process is complete, try the launcher again

II. Make sure that you are running the game as an admin

Windows XP:

Check that the Windows user account you are logged into is an Admin account.

Windows Vista/7

Right click on the launcher and select "Run as admin"

III. Security programs may be interfering

1. You can try temporarily disabling your security software and/or firewalls
2. If necessary, we recommend temporarily uninstalling your security software. If you are not willing to do so, you can contact your security software's tech support for assistance in rectifying the block.

***Please note that simply "disabling" most security programs will not prevent them from interfering with the patching process.***

IV. If all else fails, uninstalling and reinstalling the WoW client should resolve this issue.

Edited by Dankorii on 2/2/2012 4:58 PM PST
Support Forum Agent
6. Launcher seems stuck at "Connecting to patch services"

Although it may seem stuck, the Launcher is actually downloading a very large file at this point in the process. Please be patient and avoid closing the Launcher as it downloads the data; failure to do so may result in corrupted data and a large additional download.
Edited by Dankorii on 2/2/2012 4:28 PM PST
Support Forum Agent
7. Error 1 while attempting to patch

We've seen two different situations with Error 1s with patch 4.3.2. Some of them are specifically caused by a security program called "Net Nanny", and can be resolved with the temporary removal of this third-party software.

Another program that seems to be causing an error 1 is PC Tools. You may want to try temporarily disabling the PC Tools software to work around this error. If the error still occurs, you can try temporarily uninstalling it as long as you are willing to try. If not, you'll want to contact the PC Tools manufacture for assistance.

Unfortunately, for cases not caused by "Net Nanny" or "PC Tools", the only solution we have at this time is a full uninstall and reinstall of the game client.
Edited by Dankorii on 2/2/2012 6:20 PM PST
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