Common Issues & Solutions

Fri, 10 Jan 2020 13:24:44 -0600

Below you'll find some common issues players may encounter in Ragnarok Online, as well as some possible fixes for them.

If the solutions listed here do not solve your issue, or your problem isn't listed here, please submit a support ticket.

Unable to Double Click Ingame
Problem: Can't double click anything, severely hindering gear, item usage, and just about everything else.
Explanation: None listed as of January 10, 2020.
Solution 1: In your RO folder, right click on heRO.exe and click properties. Click on the compatibility tab, and change high DPI settings. Enable override high DPI scaling behavior. Scaling is set to be performed by Application.

Possible Solution 2: You can check your display settings and see what the scale of "size of text, apps and other items" is Search "display settings". If the "change the size of text, apps and other items" options is at anything other than 100%, change the display scaling to 100%.

Tiny Client Window
Problem: The player has a tiny client window the first time the game is launched.
Explanation: None listed as of January 10, 2020.
Solution: First, go into your RO folder and locate the file setup.exe, if the icon is a grey Ghostring, you need to download this setup. If the icon is an oranged haired girl, skip this step. You have to set 3 files to run as administrator, the files are Setup.exe heRO.exe and heROpatcher.exe to set them right click on each and go into Properties. Under the compatibility tab check the box "Run this program as Administrator". Run Setup.exe and make sure there are options in the first 2 boxes, the first is your graphic card and the second is your game resolution.

"Failed to run the application" for HeRO
Problem: Usually on new PCs, trying to run HeRO will show the above message.
Explanation: None as of January 10, 2020.
Solution: According to this thread, you must download this and HeRO should work completely fine afterward. There have been only a handful of reports of this issue so far, with varied solutions, so this one might not work for everyone.

HeRO causes Avira to detect the malware known as "HEUR/AGEN.1006745"
Problem: Avira removes or quarantines HeRO due to detecting malware known as "HEUR AGEN.1006745.", making the game unplayable.
Solution: According to this thread, it is a false positive. It is recommended to proceed with caution and to perform thorough scans just in case, but if the problem persists and HeRO is not truly infected, you may have to change their antivirus and antimalware programs.

"Cannot Init d3d or grf file has problem"
Problem: Opening hero causes a message like the above one to show.
Explanation: Usually caused after windows updates or graphic card updates, it is unclear what exactly goes wrong at the time of writing this, just that it's related to an update.

Solution #1: Open setup.exe and check graphics card option, if it's blank, try selecting all options and see which one works better. If there's no option see the next possible solution (Solution #2).

Solution #2: Find and right-click on Setup.exe and Hero.exe, choose Properties, in the window choose Compatibility tab, put a check mark on Run this program as administrator, then press OK. If this does not work, see the next possible solution (Solution #3).

Solution #3: Remove or rename dbghelp.dll from your HeRO folder (where the .exe are located), and check that you can see a graphics card option on your setup exe, then try playing the game. If you can open the game and log in, the issue has been solved. Otherwise, see the next possible solution below.

Solution #4: Download and unzip this file to the HeRO folder (where the HeRO exe, GRF are). It should allow the game to be run normally. Please note that this is a player provided fix from RMS. It has so far never caused any issues, but it is still completely at your own risk to use it.

"Side-by-side" configuration Error
Problem: Upon trying to run HeRO, the user receives the following message: "The application has failed to start because its side-by-side configuration is incorrect. Please see the application event log or use the command-line sxstrace.exe tool for more detail."
Explanation: Usually, if not always, the computer is missing Microsoft Visual C++ 2008 Redistributable Packages.
Solution: You must find and download the redistributable packages from the microsoft website. Links that other players have reported to fix the issue are this, or this, but it varies greatly between PCs.

"Entry Point Not Found" or an AMD-related error
Problem: A message named "Entry Point Not Found", or with an error saying "MiniDumpWriteDump could not be located", or a possible mention of AMD somewhere. May also show the "Cannot Init d3d or grf file has problem" error too.
Explanation: None as of January 10 2020.
Solution: Remove or rename dbghelp.dll from your HeRO folder (where the .exe are located), and check that you can see a graphics card option on your setup exe, then try playing the game. If you can open the game and log in, the issue has been solved.

Severely pixelated sprites, and/or small black squares scattered across certain maps
Problem: Sprites look very pixelated, and some maps such as training ground have small black squares in a sort of grid pattern throughout the map.
Explanation: Ragnarok Online is a very old game which uses DirectX from around 2001 or 2002. Nvidia dropped support for old games older than DirectX 9, which causes it to not show up as graphics device on the setup exe.
Solution: Download and unzip this file to the HeRO folder (where the HeRO exe, GRF are) and the issue should be fixed. If it doesn't work, follow the steps listed here.

Solid white minimaps and textures, white overlay on world map, loading screens
Problem: Minimap shows as a solid white color, or textures, loading screens and world maps have a white overlay on top of them.
Explanation: Files included in the August Installer intended to fix Nvidia users graphics issues, may cause graphics issues for a handful of other players.
Solution: Remove or delete D3DImm.dll, DDraw.dll and dgVoodoo.conf from your RO folder. If the issue persists, submit a support ticket for further assistance.

Solid Black Screen upon opening the game, or blank window opens then closes
Problem: The game only shows a black screen and nothing else upon running the heRO exes, or a blank window opens and then closes
Explanation: Files included in the August Installer intended to fix Nvidia users graphics issues, may cause graphics issues for a handful of other players.
Solution: Remove or delete D3DImm.dll, DDraw.dll and dgVoodoo.conf from your RO folder. If the issue persists, submit a support ticket for further assistance.

Gray Distorted Screenshots
Problem: Screenshots show up as a gray, distorted, or slanted mess.
Explanation: Chances are you're playing on an aspect ratio that is "newer" than what Ragnarok Online is used to, which is 4:3.
Solution: Change the client's window resolution on your RO folder's setup.exe to 1024x768, etc. Any resolution with a number divisible by 4 should work.

Erroring/Crashing around Acolytes, Gunslingers and Taekwons
Problem: Sometimes, being around acolyte classes, gunslingers and taekwons (usually low level), causes crashing.
Explanation: This is likely because one of the classes above are using adventurer knife, and the above classes do not use knife sprite.
Solution: This issue was fixed several years ago, but if you somehow still encounter it, it is fixed by un-equipping and no longer using the Adventurer Knife on the above classes.

HeRO Window constantly closes without warning
Problem: HeRO Closes, without any error message, or warning of any kind. Happens often and nothing seems to directly cause it.
Explanation: Likely a registry problem, in which two RO servers share the same registry and overwrite one another.
Solution: Unless you are extremely savvy in editing their registry, the recommended solution is to reinstall HeRO.

@ii doesn't show drop rates
Problem: @ii will randomly say no monster drops the item.
Explanation: This happens when the item or mob database is reloaded but not both, causing them to "un-sync".
Solution: Contact the GM Team via support ticket, as only a Lv 80+ GM can fix this issue by reloading the item database and then the mob database.

Asura Strike doesn't work (Asura Strike bug)
Problem: The skill can simply no longer be used, even after relogging.
Explanation: This is usually caused by changing screen too fast after using asura strike (IE going into a loading screen). The skill's delay is bugged and the player is in a permanent "cooldown" for the skill.
Solution: This issue can supposedly be fixed automatically. However, if it persists, contact a GM who can use "#cddebug reset" while the affected player is online.

I can't learn skills as a knight/crusader (Peco bug)
Problem: Cannot spend skill points as a knight or crusader, and the skill window looks weird as if you do not have 1st class or 2nd class tab. Everything is in one big "other" tab.
Explanation: For some unknown reason, knight and crusader when mounted are no longer recognized as knight or crusader by this client. So it doesn't show any knight/crusader skills (or swordsman/novice for that matter).
Solution: The current workaround for now is you have to dismount, then spend the skill points before you mount again.

Lord Knight Concentration Bug

Sun, 07 Jul 2019 15:15:30 -0500

Thanks to a test/development team member's report, we have discovered that there is a bug regarding the Lord Knight skill Concentration (Spear Dynamo.)

The bug is as follows:

Concentration buff is dispelled when a permanent version of the Endure status starts on the Lord Knight character

Implications:

The Frenzy (Berserk) skill dispels Concentration
Equipping Eddga card dispels Concentration
Being granted permanent Endure via Devotion dispels Concentration
Regular endure does not affect Concentration
Endure via Anodyne does not affect Concentration

Currently, the GM team is looking at ways to resolve this issue, but it has proven to be difficult and is taking some time.

As a workaround for some of the implications:

-Always equip Eddga card first, then use Concentration
-When partying with Crusaders that have Eddga card, be mindful to re-cast Concentrate after said Crusader uses Devotion

Unfortunately, we cannot think of a workaround at the moment regarding Frenzy dispelling the Concentration self-buff, which greatly impacts a Lord Knight's atk power and hit rate. We apologize for this unintended nerf and hope that we can implement a solution soon.

For Lord Knight players: if you recall the time of when you noticed this bug, please post here to assist the GM team with troubleshooting.

We notice that 1 point of MDEF is acting awkward with this concentration fix, but we're going to rule that the 1 point of MDEF is not game breaking compare to the positives of this workaround (for now.)

Account Confirmation Email Problems

Fri, 28 Jul 2017 13:54:11 -0500

Hello heroes.

For some time now, emails from the forum, control panel, or support ticket system have had problems with gmail. At best, they are flagged as spam, and at worst, they never reach their destination.

We're still trying to solve this, but to prevent these kinds of issues, we suggest using non-google emails when creating forum or ingame accounts, or sending support tickets.

Thank you for your patience, and we apologize for the inconvenience this may cause.

Need more help?

Tue, 29 Jun 2010 19:29:52 -0500

Use the ticket system to contact the GM team.

heRO's support ticket

Open a ticket, add as much information as you can. The more we know, the more we can help!

Add in as needed: account name, char name, time, date, screenshots, forum link, RMS link. Again, the more we know, the more we can help!

Once we've received your ticket, we will read it, answer it as fast as possible. We might even reply to you and ask you for more information. To do that you need to reply to the ticket but not reply by email.

How to reply to your ticket walk through:

1. Copy ticket number or remember the email you used to open the ticket.

2. Go to website: http://www.pandoraonline.net/support/

3. Go to the bottom of page to the text "View Status".

4. Enter your email or your ticket number (see step 1).

5. Go to ticket! and reply.

^_^

heRO-Server Forum - Server not working? Read this!

Common Issues & Solutions

Lord Knight Concentration Bug

Account Confirmation Email Problems

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