Problem with install button on launcher

Development Programming & Scripting UI
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1

I’ve been having a bit of trouble getting going. I’ve had to change my DNS to the Google Public DNS setup in order to download the installer which seems to be working fine now but could be the cause for my current problem.

I’m able to sign into the launcher fine and view the market place, however when I push the install button it seems unresponsive. Occasionally when I click it, it will sit on “please wait…” for a second before returning to the install button.

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I’ve tried clicking the “Download error. Retry?” button a couple of times but that hasn’t seemed to help either. I’ve also tried reinstalling but that hasn’t helped.

2

Hi Hoffination,

Sorry to hear that you are experiencing this issue. It may be able to help us if we could take a look at your logs for the Launcher. Please close the Launcher, and follow these steps.

  • Go here: C:\Program Files\Unreal Engine\Launcher\Engine\Programs\NoRedist\UnrealEngineLauncher\Config\
  • Open DefaultEngine.ini
  • Add the following to the end of it (without the double-spacing):

[Core.Log]

LogHttp=log

LogOnline=verbose

  • Save and close the file.
  • Reopen the Launcher, get the problem to occur (let it run for a while, preferably until it errors out)
  • Close the Launcher
  • Provide us with the logs found here: C:\Users\USER.NAME\AppData\Local\UnrealEngineLauncher\Saved\Logs

Thanks!

3

Thanks for your quick reply, here’s the file. I clicked the button a couple of times before exiting out of the app. Unfortunately no crashes.

link text

4

Here’s another log file that I let run for longer. Hopefully it helps
link text

5

Hi Hoffination,

Only that last log showed the extra HTTP info, so I can only go by that single one. However, from that one log, I was able to see that the manifest files are failing with a very specific error.

HTTP_STATUS_SERVICE_UNAVAIL
503
The service is temporarily overloaded.

Manifest files are the data files that contain installation info.

I don’t suppose you have tried again now and had any more luck? It could have just been a bad time, perhaps the server that the google DNS points you to is getting hit hard.

Either way, I will inform our networking experts of your problem so that they can investigate or suggest more options to help and debug.

In the meantime, if you could try a few more times and then upload the whole log folder zipped up if you still have no luck, that will help a lot!

By trying a few more times, I mean, run the launcher, login, wait for the “Download error. Retry?” link to appear and click it. Then if it appears again, close the launcher, and repeat. This process will provide a few more log files so that we can be certain that the same issue reproduces consistently, and not a mix of different things to look in to :).

Thanks for your patience and sorry you are having problems!
Leigh

6

Could you also open up a command prompt (Win+R, type “cmd” press enter) and run the following:-

nslookup download.epicgames.com

And paste the result,
Thanks!

7

Hello, I have the same issue on MAC, marketplace works fine but can’t install or download scenes. Button pops back to install after click. Please help!

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8

Hi Muts,

While the root issue might be the same as what Hoffination is experiencing, the fact that you are on a Mac may make the troubleshooting and potential solution for your issue different. Can you please make a new post specifically for your Mac issue? We will work with you there to troubleshoot the issue.

Thanks

9

Ah, I see you already have!

Thanks

10

Hi Leigh,

The issue seems to have resolved itself. Launching it a couple of days ago, everything seemed to work smoothly and I was even able to download some files from the marketplace. I tried to attach the log files but they seem to be too big to post. I’ve also included my results from the command prompt.

7819-nslookup.png

Thanks for your help!
Ben

11

One reason for this is because you’re behind a firewall or piece of internet content blocking hardware such as a Barracuda Filter. This is the issue I am facing. It appears that the downloads come from epicgames.com, which the Barracuda filter where I work has blocked. I can access unrealengine.com, however, which provides other accessible content in the Launcher.

Check to make sure your network isn’t blocking access to epicgames.com. My guess is that’s your problem.