[GUIDE] Troubleshooting Guide

Status
Not open for further replies.

Elyx

Administrator
Staff member
Jul 12, 2018
382
62
28
Hi there!
Having some issues with the game? Refer below for the one that most suits your situation.

Current Version: 207.1

Official Links
AriesMS Website
Nexon Launcher

Elluel Client
AIO Folder [NOT AN INSTALLATION METHOD]

Required Programs
.NET Framework 4.6.1
Microsoft Visual C++ Redistributable 2015 x86 / x64 (64-bit users will need both x86 and x64)

Graphics Card Drivers
(Please ensure that your drivers are up-to-date)
Nvidia
AMD

Intel

_____________________________________________________________________


Technical Support
Identify the issue that you're encountering and follow the instructions closely.

Redirected to Nexon website after launching Aries client / Accessed GMS after launching Aries client
NEW / RETURNING PLAYER ↴:
You are using an old Aries.exe client.

Re-download the updated client via our website under Download and try again.

EXISTING PLAYER ↴:
Terminate all Nexon/MS-related processes (verify this in Task Manager) and re-launch the Aries client.
--
Aries.exe getting deleted
Ensure that the following exclusions have been set:
  • Firewall: Aries.exe & MapleStory.exe
  • Windows Defender (for players on Windows 10): MS folder
  • Antivirus (if any): MS folder
Restart your PC after setting the above exclusions to apply the changes.

If issue persists, open msconfig.exe (click Start and type 'msconfig') then disable your antivirus under both Services and Startup tabs. Restart your PC after that and run the Aries.exe client as Administrator.
--
You cannot access the game for one of the following reasons (checked that server is online)
NEW / RETURNING PLAYER ↴
Ensure that the following exclusions have been set:
  • Firewall: Aries.exe & MapleStory.exe
  • Windows Defender (for players on Windows 10): MS folder
  • Antivirus (if any): MS folder
Restart your PC after setting the above exclusions to apply the changes.

If issue persists, open msconfig.exe (click Start and type 'msconfig') then disable your antivirus under both Services and Startup tabs. Restart your PC after that and run the Aries.exe client as Administrator.

EXISTING PLAYER ↴
Terminate the client completely and re-launch it.
--
Nothing happens after launching Aries client / Nexon Game Security
Ensure that the following exclusions have been set:
  • Firewall: Aries.exe & MapleStory.exe
  • Windows Defender (for players on Windows 10): MS folder
  • Antivirus (if any): MS folder
Restart your PC after setting the above exclusions to apply the changes.

If you have a decent understanding of computers, you may try the following method:

  1. Open msconfig.exe (click Start and type 'msconfig')
  2. Enable the 'Hide Microsoft services' option
  3. Disable all options under 'Services' (and 'Startup' tab for Windows 7 & 8) including your antivirus.
  4. Restart your PC after that and run the Aries.exe client as Administrator.
  5. Should the game work; you may then enable the services one by one to identify which application(s) is blocking the game.
--
You are using outdated game version / Outdated client
Check the version of your files, then check the version Aries is currently at. (refer to the Current Version at the top).

To check the versions:

  • Your files:
  • Right-click MapleStory.exe, select Properties then Details tab under Version.
  • Aries: Refer to the top of this post, or click the ONLINE/OFFLINE status of the server at the top of the website.
If your version is behind Aries:
Update your files either by using the Nexon Launcher (from the website) and/or wait until Aries updates to the latest version (if it is behind GMS' version).

If your version is ahead of Aries by +1:
You need to wait for Aries to update to that version.

If your version is ahead of Aries by +0.1/0.2:
Download the MapleStory.exe file from the AIO Folder (found in the 'OFFICIAL LINKS' spoiler) and replace it with your MapleStory.exe file.

To prevent Nexon Launcher from automatically updating your game file versions: go to Game Settings for Nexon Launcher and disable Auto-Update.
--
Game launches, but does not load into game (screen setting issues)
You may wish to change the game window mode where your PC may not support either full screen or windowed.

You may do so by holding the Alt key then hitting the Enter key (Alt + Enter) whilst the game window is the active program. Should it not work, ensure that you've tried interchanging the modes for each login process (e.g. channel/character selection).

If you have decent understanding of computers, you may try the following method:

  1. Open regedit and navigate to the following path:
    'Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Wizet\MapleStory'
  2. Look for the item 'SoScreenMode', right-click and select to Modify.
  3. Change the value from whatever it is now to '3'. You may also try to change the value to '1' if '3' does not work.
--
Blank error prompt
Rename the folder containing MapleStory.exe to something else.

If the issue persists, watch this video to permanently resolve it.
--
You may not have the appropriate permissions to access the item / Access is denied
Check if your antivirus (if any) has quarantined the client, if so, add the relevant exclusions for the MS folder to your antivirus.

Should the error persist, you may refer HERE for more information.
--
api-ms-win-crt-runtime-l1-1-0.dll is missing
Refer to this link HERE to resolve the issue.
--
Please make sure that your connected to the internet & that Aries website is up
Select OK. Your game window should launch in a few seconds to minutes.

If it does not, restart your PC and/or modem.
--
Runtime error / Abnormal program termination
NEW / RETURNING PLAYER ↴
Ensure that you have the following Microsoft Visual C++ 2015 Redistributable components installed depending whether you are running on 32 or 64-bit.
(To check if you are on 32 or 64-bit, go to Control Panel under Start menu and select 'System' from the 'System and Security' option then look under 'System type')

For players on 32-bit systems:

  • vc_redist.x86.exe
For players on 64-bit systems (download both):
  • vc_redist.x64.exe
  • vc_redist.x86.exe
The above .exe files can be found after clicking Download on the page (linked in the Microsoft Visual C++ 2015 Redistributable text above).

If the issue persists, ensure that Windows and your graphic drivers are up-to-date. To verify if your graphic drivers are up-to-date, click on the following links depending on the type of graphic driver you are using:

Download the relevant updates (if any) and install them. Restart your PC after you've updated them.

EXISTING PLAYER ↴
It's a common and/or temporary issue, close the client completely (verify in Task Manager) and re-launch.
--
NGS Initialization error / NGS Reset Error
Look for the All-in-One (AIO) Folder link in the OFFICIAL LINKS spoiler, click it to open a new page and locate the BlackCipher folder.

Right-click the BlackCipher folder, move your cursor to the Download option then select Download as ZIP. Once downloaded, extract the download in the folder where your original BlackCipher folder is -- select option to Replace when prompted.
--
Unable to connect to game server & constant disconnections
Disconnections are mostly user-based; which means it's down to the user's device.

You may disable IPv6 that may help resolve this issue:
Go to Control Panel > Network > Network and Sharing Center > Local Area Connection > Properties and disable Internet Protocol Version 6 (ensure that Protocol Version 4 is enabled). Select Apply and restart your PC.

Alternatively, you may try running both Aries.exe and MapleStory.exe in Compatibility mode for either Windows 7, Vista or XP.
--
Unable to load GMS keys
Head to the AIO Folder link (in the OFFICIAL LINKS spoiler) and download the 'cached_keys.txt' file, then place it in your folder.
// End of Technical Issues

This ID is still logged in
Login on the website, scroll down and select 'Character Unstuck' then select 'Unstuck Me!'.

Once you've seen the green message, you may proceed to login.
--
Having trouble logging in? Try logging in at maplestory.nexon.net
Try clicking OK; if you're unable to dismiss the message from clicking OK, check if there is a blue prompt hiding behind the error message. If there is a blue window behind the message, click the side and drag it outwards so that the text can be read.

If the text states that your password is too old, close the client completely and log in on the website. Change your password on the website, then try logging in.

If the text states to restart the client or if there is no blue prompt, close it completely and re-launch.
--
Your PIC is too old, please update your PIC before you log in
Close the client completely (otherwise the new PIC will not take effect/precedence over the old), then log in on the website and reset your PIC via the Settings menu. A new PIC should be sent to your email address (check Spam/Junk folders if not in Inbox).

Once you've received your new PIC, log in as per normal and enter your character (NOTE: Do not select the 'Change PIC' option yet). When prompted if you would like to change your PIC, select Yes. Enter your new PIC from the email then enter a new combination of your own TWICE; then log in as per normal.


DO NOT select the Change PIC or Reset PIC option(s) until you have accessed your character at least once otherwise, an error will occur.
--
Your PIC is too old, would you like to change it now?
Select Yes, enter your current PIC then your new PIC twice.

Players are strongly advised against selecting No; doing so may cause unprecedented crashes in character selection screen.
--
You have been detected with bad WZ files, please download clean WZ files to fix it
Perform a full reinstallation of files either via the Nexon Launcher method or Elluel Client method and ensure that the necessary folder exclusions have been added to avoid any unintentional modification of files.

You may refer below for adding of exclusions.
--
Aries.exe/MapleStory.exe has stopped working
First, ensure that you have at least .NET Framework 4.6.1 and above. If the issue persists, keep launching it and it should work.

This is a common issue caused by loss of connection, simply re-launching the game/client should resolve it.

If the issue persists, restart the PC. If it doesn't work, check that your internet connection is functioning.
--
Losing HP constantly while in-game without doing anything
If this is happening to you and if anything you say in chat turns into "I have been banned.. But I Love AriesMS <3!", then there's a high chance that you have associations with a ban.

Bans from such cases will not be lifted.
--
Game freezes after entering
If you're using a Corsair keyboard/mouse, this may be causing freezes/FPS loss in-game. Try running the game with the Corsair devices unplugged.

Should it persist, ensure that Windows and your graphics drivers are updated (click Start and type 'windows update' to check for Windows updates). Otherwise, hold the Esc key when you're entering the game after entering PIC.
--
Error 38
Re-launch the game/client and select a different channel than you were before.

If the issue persists, seek direct help from a GM on Discord.
// End of Game Issues

_____________________________________________________________________

Account Support
Identify the issue that you're encountering and follow the instructions closely.

Too many attempts, you have been blocked
This occurs when you try to log in on the website with incorrect information too many times.

There is no need to make an appeal for this. The block is temporary and you will need to wait approximately 10 to 15 minutes before it is lifted.

If you forgot your password, you may reset it on the website or refer to the spoiler below.
--
Forgot password / password reset link does not work
You may reset your password HERE.
--
Invalid Key 1
This error occurs when you request more than ONE reset link, where clicking the earlier one shows the error. Look for the latest link that's been sent to your email.

If it persists, refresh the page or request another link.
--
Forgotten account information
For players with a forgotten password, you may reset it HERE.

For players with a forgotten username, you may log in on the website and/or in-game by entering the email into the Username field.

For players with a forgotten email (and is unable to log in) OR forgotten 2 out of 3 of the following information (Email / Username / Password), you will not be able to recover account unless you recall the email used and/or recall any 2 out of 3 of the information listed.

Should you wish to change your email, you will need to be able to login to your account on the website, before submitting a request HERE.
// End of Account Support

Please do not contact any of the Staff directly for issues already listed here.


_____________________________________________________________________

Miscellaneous
Please note that adding exclusions IS NOT THE SAME AS disabling the respective security programs. Exclusions are added so that you can keep your security programs enabled for your PC's security.

Windows Firewall
Add both 'Aries.exe' and 'MapleStory.exe' files under the Exception List.
5222 5223

Windows Defender and/or antivirus(es)
Add folder path as an exclusion.
5224

NOTE: Folder path should be the direct folder containing the game files. For players that installed with Nexon Launcher, the direct folder is 'appdata'.
5226

ESET Internet Security
Add an exclusion for 'Win32/Packed.VMProtect.ABD' as a Detection Name.


McAfee
After a specific update, it no longer allows users to add folder exclusions. Either uninstall it, or you won't be able to play.
P.S. You're better off without it.


  1. Select the 'Start' option (bottom left) and search 'allow firewall' then select the 'Allow an app through Windows Firewall' option.

  2. Select 'Change Settings' option, then select 'Allow another app'.

  3. Select 'Browse' then navigate to the location where the 'Aries.exe' file is stored in, select 'Open' then select 'Add'.

  4. Repeat Step 3 and add the 'MapleStory.exe' file.

  5. Once both have been added, select 'OK' to close the window.

(Credits to @PlatRedditAccount)

  1. Open the 'Avast Antivirus' program window either through the 'Start' option or the hidden icons tray.

  2. Select 'Menu' > 'Settings'.

  3. Select 'Exceptions' then select 'ADD EXCEPTION'.

  4. Select 'Browse' then open up the directory till the direct folder in which the game files are located in.

  5. Then tick the box for the direct folder as shown (in this case the 'Aries' folder):


  6. Make sure the 'Selected paths' is as shown:
    5225


  7. Once done, select 'OK'.

  1. Add a folder/path exclusion with a guide here for the direct folder containing the game files (with the direct folder shown above).
  2. Once done, add 'Win32/Packed.VMProtect.ABD' as an exclusion under Detection/Threat Name as shown here.
(Credits to @Omni_K)

  1. Add a folder/path exclusion with a guide here for the direct folder containing the game files (with the direct folder shown above).
// End of Exclusions

  1. Locate the 'nexon_launcher' file (known as 'nexon_launcher.exe' for some), and double-click it to launch Nexon Launcher. [NOTE: The file is commonly found in your selected disk drive, under Program Files > Nexon Launcher]

  2. When Nexon Launcher is fully open, select the arrow-looking option on the top-right corner of the window to reveal a dropdown menu.

  3. Select 'Launcher Settings'.

  4. Select 'Game Configure'.

  5. If the box beside the text 'Enable automatic updates' is enabled/ticked, select the box to disable/untick it. Then select the 'OK' button at the bottom right.
If you are unable to understand with the text guide above, you may refer to a guide with images HERE.
// End of Disabling Automatic Updates

_____________________________________________________________________


Still having issues?
For further queries, if your issues persist, or if you have an issue that is not listed here, feel free to you may wish to post a support thread under Technical with the format HERE. Simply stating that your game is crashing, or you can't run the game, will not help us understand your issue. Explain what you did and if there were any error messages.
 
Last edited by a moderator:
Status
Not open for further replies.