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An error has occurred. Restart the updater and contact Support if the problem continues.

By ThatValGuy December 03, 2019, 13:50:44

When I try to run Krosmaga, I get the message above.
Support only seems to be involved with Login issues, and not this, so here I am in the Technical Forum seeking help and reporting my issue.

It has been working fine all month (November) then *Poof!* All shut down in December!

Of note: I am NOT on Steam in any way, and am running the Stand Alone Installer.

Please help!


Pasted log as follows:

Error : U04020081
An error has occurred. Restart the updater and contact Support if the problem continues.
The file can not be read, because its format is not supported
--------------------
[WARN   ] Can't load translations qt en C:/Users/Val/AppData/Local/Ankama/Krosmaga/transition/translations;C:/Users/Val/AppData/Local/Ankama/Krosmaga/transition/translations
[INFO   ] Loading plugin steam
[ERROR  ] Can not init the steam api
[ERROR  ] Plugin initialization failed
[WARN   ] Plugin steam not loaded
[INFO   ] Loading plugin uniqueinstance
[CONFIG ] Zaap is *NOT* installed
[INFO   ] Loading plugin network_proxy
[CONFIG ] Reloading proxy config
[TRACE  ] Uncrypting net.proxy.credentials
[TRACE  ] Uncrypting net.http.auth
[INFO   ] Loading plugin diagnostic_tool
[INFO   ] Loading plugin eggsshelf
[INFO   ] Loading plugin notifications
[INFO   ] Loading plugin opengl_diagnostic
[INFO   ] Loading plugin licenses
[INFO   ] Loading plugin optionsdialog
[INFO   ] Loading plugin windowstaskbar
[INFO   ] Loading plugin eula
[CONFIG ] Reloading eulas data
[INFO   ] Loading plugin about
[INFO   ] Loading plugin ankama_account
[TRACE  ] attempt to restore session of user TLoATDaE
[TRACE  ] Uncrypting ankama_accounts.32353536383430333139.users.104493030.ApiKey
[CONFIG ] Adding account for endPoint https://haapi.ankama.com/json/Ankama/v2
[INFO   ] Loading plugin zaap_common_ui
[INFO   ] Loading plugin app_options_ui
[INFO   ] Loading plugin application_launcher
[INFO   ] Loading plugin apps_provider
[TRACE  ] Opening settings store C:/Users/Val/AppData/Local/Ankama/USERDATA/Krosmaga/82a7eaf336802c7f9029cfda1d8ba220/1/settings/settings.ini
[INFO   ] Loading plugin localserver
[INFO   ] Starting tcp connection on port 60462
[INFO   ] Loading plugin update
[INFO   ] Project 'transition-qt5-win32-beta' marked for update /Tue Dec 3 07:38:18 2019
[INFO   ] Project 'krosmaga' marked for update /Tue Dec 3 07:38:18 2019
[INFO   ] Starting request GET http://dl.ak.ankama.com/updates/uc1/repositories.json
[INFO   ] Exploring C:/Users/Val/AppData/Local/Ankama/Krosmaga/transition
[INFO   ] Starting request GET http://dl.ak.ankama.com/updates/uc1/projects/transition-qt5-win32-beta/updates/state.ici
[INFO   ] Exploring C:/Users/Val/AppData/Local/Ankama/Krosmaga/transition - Done
[INFO   ] Starting request GET http://dl.ak.ankama.com/updates/uc1/repositories.json
[INFO   ] Loading plugin monogame_ui
[INFO   ] Starting request GET http://dl.ak.ankama.com/updates/uc1/projects/krosmaga/updates/state.ici
[INFO   ] Exploring C:/Users/Val/AppData/Local/Ankama/Krosmaga/game
[INFO   ] Exploring C:/Users/Val/AppData/Local/Ankama/Krosmaga/game - Done
[INFO   ] Loading plugin sound_engine
[INFO   ] Request GET http://dl.ak.ankama.com/updates/uc1/repositories.json Finished (status : 301)
[INFO   ] Starting request GET http://launcher.cdn.ankama.com/404
[INFO   ] Request GET http://dl.ak.ankama.com/updates/uc1/projects/krosmaga/updates/state.ici Finished (status : 301)
[ERROR  ] The file can not be read, because its format is not supported
[INFO   ] Request GET http://dl.ak.ankama.com/updates/uc1/projects/transition-qt5-win32-beta/updates/state.ici Finished (status : 301)
[INFO   ] Request GET http://dl.ak.ankama.com/updates/uc1/repositories.json Finished (status : 301)
[ERROR  ] The file can not be read, because its format is not supported
[INFO   ] Starting request GET http://launcher.cdn.ankama.com/404
[ERROR  ] Request GET http://launcher.cdn.ankama.com/404 Failed (status : 403; Error transferring http://launcher.cdn.ankama.com/404 - server replied: Forbidden)
[ERROR  ] Request GET http://launcher.cdn.ankama.com/404 Failed (status : 403; Error transferring http://launcher.cdn.ankama.com/404 - server replied: Forbidden)
[INFO   ] Loading plugin systemconfiguration
[INFO   ] Loading plugin zapp_installer_controller
[TRACE  ] Opening settings store C:/Users/Val/AppData/Local/Ankama/USERDATA/transition/8cd52111fa9c4c49454697ee2085016f/1/settings/backup.ini
[TRACE  ] ankama_accounts.32353536383430333139.users.104493030.ApiKey Uncrypted
[INFO   ] Starting request POST https://haapi.ankama.com/json/Ankama/v2/Account/SignOnWithApiKey
[WARN   ] QQmlExpression: Expression qrc:///monogame_ui/qml/Monogame.qml:96:26 depends on non-NOTIFYable properties:
[WARN   ]     akm::updater::ApplicationInfo::settingsDirectory
[TRACE  ] Carousel : parsing json data
[TRACE  ] Image file:///C:/Users/Val/AppData/Local/Ankama/Krosmaga/game/updater_data/icons/img_background_updater.png is already cached as C:/Users/Val/AppData/Local/Ankama/Krosmaga/game/updater_data/icons/img_background_updater.png
[WARN   ] libpng warning: iCCP: known incorrect sRGB profile
[WARN   ] libpng warning: iCCP: known incorrect sRGB profile
[CONFIG ] Queuing transition-qt5-win32-beta
[CONFIG ] Queuing krosmaga
[INFO   ] Checking and installing 'transition-qt5-win32-beta'' updates...
[INFO   ] Starting request GET http://dl.ak.ankama.com/updates/uc1/repositories.json
[INFO   ] Request GET http://dl.ak.ankama.com/updates/uc1/repositories.json Finished (status : 301)
[INFO   ] Starting request GET http://launcher.cdn.ankama.com/404
[ERROR  ] Request GET http://launcher.cdn.ankama.com/404 Failed (status : 403; Error transferring http://launcher.cdn.ankama.com/404 - server replied: Forbidden)
[INFO   ] Exploring C:/Users/Val/AppData/Local/Ankama/Krosmaga/transition
[INFO   ] Starting request GET http://dl.ak.ankama.com/updates/uc1/projects/transition-qt5-win32-beta/updates/state.ici
[INFO   ] Exploring C:/Users/Val/AppData/Local/Ankama/Krosmaga/transition - Done
[INFO   ] Request GET http://dl.ak.ankama.com/updates/uc1/projects/transition-qt5-win32-beta/updates/state.ici Finished (status : 301)
[ERROR  ] The file can not be read, because its format is not supported
[INFO   ] Update finished transition-qt5-win32-beta
[TRACE  ] Transition stopped
[INFO   ] Checking and installing 'krosmaga'' updates...
[INFO   ] Starting request GET http://dl.ak.ankama.com/updates/uc1/repositories.json
[WARN   ] QThread: Destroyed while thread is still running
[INFO   ] Request GET http://dl.ak.ankama.com/updates/uc1/repositories.json Finished (status : 301)
[INFO   ] Starting request GET http://launcher.cdn.ankama.com/404
[ERROR  ] Request GET http://launcher.cdn.ankama.com/404 Failed (status : 403; Error transferring http://launcher.cdn.ankama.com/404 - server replied: Forbidden)
[INFO   ] Exploring C:/Users/Val/AppData/Local/Ankama/Krosmaga/game
[INFO   ] Starting request GET http://dl.ak.ankama.com/updates/uc1/projects/krosmaga/updates/state.ici
[INFO   ] Exploring C:/Users/Val/AppData/Local/Ankama/Krosmaga/game - Done
[INFO   ] Request GET http://dl.ak.ankama.com/updates/uc1/projects/krosmaga/updates/state.ici Finished (status : 301)
[ERROR  ] The file can not be read, because its format is not supported
[INFO   ] Update finished krosmaga
[ERROR  ] Update failed
[TRACE  ] Transition stopped
[WARN   ] QThread: Destroyed while thread is still running
[INFO   ] Request POST https://haapi.ankama.com/json/Ankama/v2/Account/SignOnWithApiKey Finished (status : 200)
[TRACE  ] Crypting ankama_accounts.32353536383430333139.users.104493030.ApiKey
[TRACE  ] ankama_accounts.32353536383430333139.users.104493030.ApiKey Sucessfully crypted


SystemInfo: OpenGLVersion = 2.0
SystemInfo: OpenGLDriver = OpenGL ES 2.0 (ANGLE 2.1.0.8613f4946861)
SystemInfo: OpenGLRenderer = ANGLE (NVIDIA Quadro FX 3700 Direct3D11 vs_4_0 ps_4_0)
SystemInfo: OpenGLExtensions = GL_OES_element_index_uint;GL_OES_packed_depth_stencil;GL_OES_get_program_binary;GL_OES_rgb8_rgba8;GL_EXT_texture_format_BGRA8888;GL_EXT_read_format_bgra;GL_NV_pixel_buffer_object;GL_OES_mapbuffer;GL_EXT_map_buffer_range;GL_EXT_color_buffer_half_float;GL_OES_texture_half_float;GL_OES_texture_half_float_linear;GL_OES_texture_float;GL_OES_texture_float_linear;GL_EXT_texture_rg;GL_EXT_texture_compression_dxt1;GL_ANGLE_texture_compression_dxt3;GL_ANGLE_texture_compression_dxt5;GL_OES_compressed_ETC1_RGB8_texture;GL_EXT_sRGB;GL_ANGLE_depth_texture;GL_OES_depth32;GL_EXT_texture_storage;GL_OES_texture_npot;GL_EXT_draw_buffers;GL_EXT_texture_filter_anisotropic;GL_EXT_occlusion_query_boolean;GL_NV_fence;GL_EXT_disjoint_timer_query;GL_EXT_robustness;GL_EXT_blend_minmax;GL_ANGLE_framebuffer_blit;GL_ANGLE_framebuffer_multisample;GL_ANGLE_instanced_arrays;GL_ANGLE_pack_reverse_row_order;GL_OES_standard_derivatives;GL_EXT_shader_texture_lod;GL_EXT_frag_depth;GL_ANGLE_texture_usage;GL_ANGLE_translated_shader_source;GL_EXT_discard_framebuffer;GL_EXT_debug_marker;GL_OES_EGL_image;GL_EXT_unpack_subimage;GL_NV_pack_subimage;GL_OES_vertex_array_object;GL_KHR_debug;GL_ANGLE_lossy_etc_decode;
SystemInfo: UserLanguage = en
SystemInfo: UserCountry = CA
SystemInfo: UserTimezone = -5
SystemInfo: DefaultJavaVersion = 1.8.0.101
SystemInfo: OsName = Windows
SystemInfo: OsVersion = 10.0.18362
SystemInfo: OsExtra =
SystemInfo: OsArch = amd64
SystemInfo: TotalSystemMemory = 8589238272
SystemInfo: FreeSystemMemory = 4712988672
SystemInfo: CPUVendor = GenuineIntel
SystemInfo: CPUName = Intel(R) Xeon(R) CPU E5430 @ 2.66GHz
SystemInfo: CPUId = 10-6-7
SystemInfo: CPUFeatures = SSE;SSE2;SSE3;SSE4.1;HyperThreading
SystemInfo: CPUCachesSize = 32;6144;0
SystemInfo: CPUCores = 4
SystemInfo: CPUFrequencies = 2667
SystemInfo: CPUNominalFrequencies = 2667
SystemInfo: VideoCardVendorId = 4318
SystemInfo: VideoCardVendorName = Nvidia
SystemInfo: VideoCardDeviceName = NVIDIA Quadro FX 3700
SystemInfo: VideoCardDeviceId = 1562
SystemInfo: VideoCardDedicatedMemory = 536870912
SystemInfo: VideoCardDriverInstallationDate = Mon Nov 14 2016
SystemInfo: VideoCardDriverVersion = 21.21.13.4201
SystemInfo: VideoCardDriverName = nvd3dumx.dll,nvwgf2umx.dll,nvwgf2umx.dll
SystemInfo: DNSServers = 192.168.73.1
SystemInfo: Laptop = false
SystemInfo: ScreenSize = 1920x1080
SystemInfo: ScreenLogicalDpi = 96x96
SystemInfo: ComputerManufacturer = Hewlett-Packard
SystemInfo: ComputerModel =
SystemInfo: ComputerInstallationDate = Mon Jul 15 2019
SystemInfo: DirectXVersion = 10.0
SystemInfo: WindowsSATScore = 5.900000095367432
SystemInfo: WindowsSATCPU = 8.600000381469727
SystemInfo: WindowsSATMemory = 8.600000381469727
SystemInfo: WindowsSATDisk = 5.900000095367432
SystemInfo: WindowsSATGraphics = 8
SystemInfo: WindowsSATD3D = 9.899999618530273
SystemInfo: WindowsFullVersion = 10.0.18362
SystemInfo: WindowsCodeSet = 1252
SystemInfo: WindowsSafeMode = false
SystemInfo: SteamInstalled = false
 

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Score : 65

Hello,

Since the last update (1.14), you can't use the standalone installer.
You must Download the Ankama Launcher and install Krosmaga with the Launcher.
https://www.krosmaga.com/en/game/download

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Score : 94

Thanks for the heads' up, FR-Guiver! I'll try that and get back here with the results.

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