I am using macbook with OSX Yosemite. I have downloaded and installed successfully the Epic Game Launcher to download the unreal engine. In fact the unreal engine 4.7.6 downloaded as well, then it started installing. It is now stuck heavily on this step.
It was installed 87% today morning, then after about 2 hours it was on 90% and stuck heavily there and I had to re-launch the EPIC GAME LAUNCHER to re-install it. When I did it, it stuck again and installed just about 4% in almost 3 hours.
I’m sorry that you are having this issue. There is a known issue that our developers are investigating where if the Launcher is closed during install, it will not resume properly.
Thanks for the quick response. Actually I’m using macOSX, could you please tell me where can I find those files?
By the way, I let my macbook running all the night and it is now again at 87%. I will let it continue and hope to get 100% in 4-5 hours.
Please suggest me where can I find those files? And after deleting those files, will it re-download + re-install or only re-download? As the setup is around 3.5GB and I don’t want to spend hours in downloading again.
Today morning, as I told you installation was 87% completed and after around 4-5 hours it progressed to around 98%. At that time it was displaying “verifying” instead of “installing” when it stepped back to 87% and by now (in around 12 hours) it is at 89%.
To help us investigate the issue further, could you follow the steps in this section of the troubleshooting guide and generate your Debug Logs? Then just post them here.
I’ve deleted the folder (4.7) as per your instructions and relaunched the EPIC GAMES LAUNCHER. It has started re-downloading the unreal engine, but not from scratch. Downloading has been started with 71% already done.
Downloading has been started. I’ve removed the slot and then re-entered it into the launcher. Right now it is around 650MB of download remaining which require about 40 minutes for my internet speed.
I’d like to help you to try and get your log files uploaded, as that is really what we need to help you more.
If you run Epic Games Launcher and log in. Once logged in, click the cog icon in the top right area, and select “Show Launcher Logs”.
This should open finder and highlight a folder called “EpicGamesLauncher”. Inside that you’ll see a bunch of log files, but you can right-click on that folder itself and select “Compress EpicGamesLauncher”.
You should see a new file appear called “EpicGamesLauncher.zip”, and should be able to upload that to this page in a comment using the paperclip button.
Hope that helps! Let us know if you’re still having trouble getting to that and we can try more
You may need to zip you log file up so it’s under the file size limit answerhub has.
Looking into you issue it may be related to a possible Mac issue that we have a fix going out soon. (The tentative date right now for the fix going out is Monday)
So firstly to explain what’s happening, it looks like the Launcher has got into an issue moving downloaded files into the correct location. It tries to copy instead after a move fails, and that appears to work, but the move code has an automatic 0.5 second delay and retry… Because it fails on every file, it means we are only managing to copy over 2 files per second. With nearly 40k files needing to be moved, that’s why it’s getting stuck taking a serious amount of time.
I think we should be able to work through a solution. First I would like you to try the following, to see what happens and whether this simply fixes it already.
Start by making sure the Launcher is not running.
Now in finder, navigate to this folder:-
/Users/Shared/UnrealEngine/4.7
Could you rename the 4.7 folder, as 4.7_backup so you end up with
/Users/Shared/UnrealEngine/4.7_backup
Now if you run the Launcher, and resume the 4.7 install, does it do any better?
Let us know what you see, and if still problems we can try more. If you could repeat the steps to get newer log files after trying this, and closing the Launcher, that would help too.
I’ve performed the renaming of folder “4.7” to “4.7_backup” while making sure the launcher isn’t open.
Then I relaunched the launcher and started the installation. Again I am stuck at 87%.
Please find the latest log files with this message.
I’ve performed the renaming of folder “4.7” to “4.7_backup” while making sure the launcher isn’t open. Then I relaunched the launcher and started the installation. Again I am stuck at 87%.
Please find the latest log files with this message.
Yup ok, so even with no existing installation files, the moves are still failing. Could you check if the following file exists for me
/Users/Shared/UnrealEngine/4.7/$movedMarker
