• Announcements

    • Forum Rules   04/24/2016

      1. Inappropriate or infringing content Kakao Games Europe does not vouch for or warrant the accuracy, completeness or usefulness of any message, article, link or comment posted by other users in the Services, and shall not be responsible for the contents of any such message, article or comment.The messages express the views of the author of the message, not necessarily the views of Kakao Games Europe. The User can report any violation of the services policies by clicking on the report icon on the Forums.The User shall not use the Service(s) to post any material which is knowingly false and/or defamatory, inaccurate, abusive, vulgar, hateful, harassing, obscene, profane, sexually offensive, threatening, invasive of a person's privacy, or otherwise violating of any applicable law.The User shall not use the Service(s) to post any advertisement, link or information regarding content which infringes the Agreement.The User shall not post any copyrighted material unless the copyright is owned or licensed by the User or by Kakao Games Europe.The user shall not promote illegal or illicit activities including cheating and the use of exploits.  2. Naming policy The User shall not use on the Website, the Forums and in the Game character names, family names, guild names, clan names and/or nicknames that are:Vulgar, abusive, hateful, racist, defamatory, threatening, pornographic or sexually orientated;Referring to inappropriate parts of the human body or bodily functions;Referring to drugs or illegal activities;Related to the Nazi regime;Referring to figures or activities of religious relevanceRelated to political regimes or personalities involved or suspected of violation of human rights;Promoting violence, ethnically or national hatred;Impersonating an existing person, including Kakao Games Europe officials Violating the intellectual or industrial rights of a third party, including trademarks.The use of alternate spelling, for instance by replacing letter with number, in order to violate the above mentioned rules shall be considered a violation of the naming policy.The user will not create additional forum accounts in order to bypass any warning, suspension, ban or purport themselves as someone else.  3. Threats to the provision of the Services The User shall not make threats or attempt to disturb the provision of the Services in any way including spamming, denial of service attacks, performing actions whether alone or as a group, on the Service(s), that would affect the performances of the Service(s) or the experience of other end-users of the Services.Kakao Games Europe reserves the right to take any actions necessary deemed necessary to maintain the integrity of the Service(s).  4. Account sharing The User is not allowed to share the credentials of the User’s Account with anyone.Notwithstanding the above, Kakao Games Europe may request from you the name of your Account for events or in order to provide you customer support. However, Kakao Games Europe will never ask you for your Account password.  5. Violation of law The User undertakes to respect the legislation of the country from which the User launches the Game and accesses the Services.  6. Behavioral rules and guidelines 6.1. Thread bumping The User shall not bump own threads. Replies to own threads with the sole purpose of moving said thread to the top of the forum can lead to a warning with the possible consequence of losing writing permissions on http://forum.blackdesertonline.comIf the User wants to add more information to a post, the “EDIT” function can be used. It is permitted to reply to own posts once every 48h as long as the follow up post adds new and meaningful information related to the topic.Replies to other users posts with the sole purpose of increasing it's visibility are also considered thread bumping as well as spam and will be actioned accordingly.Normal replies to other users are not affected by the above mentioned rules.6.2. Posting Etiquette The user shall not post in all capital letters, use excessive punctuation, flamboyant fonts etc. to draw attention to its posts.Using the words Kakao, Kakao Games, Pearl Abyss or any Kakao Games Europe member’s name in a topic title is frowned on.The user shall not use misspelled versions of inappropriate words to circumvent the swear word filter. Doing so shows the User was fully aware of the nature of the word and it will be reflected in any potential penalties.6.3. Interacting with other users Post made with the sole purpose of upsetting or angering other users are not allowed. All posts have to be made in the spirit of mutual respect. The User shall not attack or insult other users for having different opinions or for making statements the User disagrees with. Challenging the opinions or statements of other users is permitted, attacking the person holding them is not. If the User finds the actions of other users in breach of the forum rules, the Report Function should be used in order to bring the case to the attention of the moderator team. The case will then be reviewed and appropriate actions will be taken. The user shall not "name and shame" other users. If a user is suspected to have broken Terms of Service / Terms of Use or taken part in fraudulent activities it should be reported directly to Kakao Games Europe by submit a support ticket.6.4. Quoting The User shall not quote posts who break the forum rules. The User is instead encouraged to use the Report Function in order to bring inappropriate content to the attention of the moderator team. Reported content will then be reviewed and appropriate actions will be taken.6.5. Abuse of Report Function The user shall not abuse the report function. The report function is intended to be used to make the moderation team aware of potential breaches of the forum rules not to get revenge on other users. If the User finds another user behaving inappropriate several times in a short time span, the Report Function can be used, highlighting one relevant post and indicating in the notes that other threads are affected too. If the User feels a thread is out of control, one post should be reported indicating in the notes the whole thread needs attention.  7. RP Forum Rules The RP Forums follow a more strict rule set. Any user wishing to participate on the RP forums is advised to review the specific rules before posting.  8. Appeal Forum Moderations Threads deemed inappropriate to a particular forum will be moved to a more appropriate forum or even removed completely. Threads that have been removed or closed are not to be re-posted. The User shall not discuss specific cases of moderated posts or disciplinary actions against users on the forum. If the User disagrees with an action taken by the moderator team, an e-mail should be send to forumdisputes@blackdesertonline.com. An uninvolved Community Manager will then review the case. 
    • IMPORTANT - REACH US IN THE NEW FORUM   05/04/2017

      Ladies and gentlemen ATTENTION please:
      It's time to move into a new house!
        As previously announced, from now on IT WON'T BE POSSIBLE TO CREATE THREADS OR REPLY in the old forums. From now on the old forums will be readable only. If you need to move/copy/migrate any post/material from here, feel free to contact the staff in the new home. We’ll be waiting for you in the NEW Forums!

      https://community.blackdesertonline.com/index.php

      *New features and amazing tools are waiting for you, even more is yet to come in the future.. just like world exploration in BDO leads to new possibilities.
      So don't be afraid about changes, click the link above and follow us!
      Enjoy and see you on the other side!  
    • WICHTIG: Das Forum ist umgezogen!   05/04/2017

      Damen und Herren, wir bitten um Eure Aufmerksamkeit, es ist an der Zeit umzuziehen!
        Wie wir bereits angekündigt hatten, ist es ab sofort nicht mehr möglich, neue Diskussionen in diesem Forum zu starten. Um Euch Zeit zu geben, laufende Diskussionen abzuschließen, könnt Ihr noch für zwei Wochen in offenen Diskussionen antworten. Danach geht dieses Forum hier in den Ruhestand und das NEUE FORUM übernimmt vollständig.
      Das Forum hier bleibt allerdings erhalten und lesbar.   Neue und verbesserte Funktionen warten auf Euch im neuen Forum und wir arbeiten bereits an weiteren Erweiterungen.
      Wir sehen uns auf der anderen Seite!

      https://community.blackdesertonline.com/index.php Update:
      Wie angekündigt könen ab sofort in diesem Forum auch keine neuen Beiträge mehr veröffentlicht werden.
    • IMPORTANT: Le nouveau forum   05/04/2017

      Aventurières, aventuriers, votre attention s'il vous plaît, il est grand temps de déménager!
      Comme nous vous l'avons déjà annoncé précédemment, il n'est désormais plus possible de créer de nouveau sujet ni de répondre aux anciens sur ce bon vieux forum.
      Venez visiter le nouveau forum!
      https://community.blackdesertonline.com
      De nouvelles fonctionnalités ainsi que de nouveaux outils vous attendent dès à présent et d'autres arriveront prochainement! N'ayez pas peur du changement et rejoignez-nous! Amusez-vous bien et a bientôt dans notre nouveau chez nous
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Tech Support FAQ


1 post in this topic

Posted

Greetings Adventurers,
 

We've decided to go ahead and consolidate the threads related to commonissues and their current solutions into a single thread to assist users in resolving any potential issues in a timely fashion. Below you will find information on resolved issues and the steps to solve them.

 

Please note that if you ever encounter an issue that is not listed here you are most welcome to create a post in the technical support section of the forums, however the most expedited method for resolving any particular problems you may encounter would be to contact our support team at this URL: https://blackdesert.zendesk.com/hc/en-us/requests/new

* Please be sure to use the category that is most applicable to your particular issue.

 

Common Technical Questions

[ Repair ]

Many issues can typically be resolved by using our repair function, while it may not resolve all issues, it’s certainly a good place to start while deciding on the next step.

 

To repair your game client simply follow these steps:

  1. Open the game launcher and navigate to the gear icon in the upper right of the window.

  2. Open the options menu (gear icon) and then click on the ‘Click to Start’ button in the repair mode section
    * If this button is grayed out, it is likely you are still downloading a patch.

  3. That’s it! Just let it run and download / repair any damaged files and see if this resolves your issue.
    * Please note this may take some time for this process to run.

[ Clear User Cache ]

Another common fix for a variety of graphical and character issues users experience, is the clearing of the user cache.

 

This is a fairly quick and easy process:

  1. Navigate to your Documents / Black Desert folder.
    (Typically located in C:\Users\*Your Computer Name*\Documents\Black Desert)
    * The part in red is the name of your actual computer or directory in which the folder is stored in.

  2. Delete the folder named UserCache in this directory.

  3. That’s it, just load up the game again and see if this resolved your issue.
     

 

Account Related Issues

[ Ban or Account Access ]

Been up to no good have you? If you believe you’ve been wrongfully banned or have lost access to your account please contact us at the following URL: https://blackdesert.zendesk.com/hc/en-us/requests/new

 

Be prepared to provide the following:

  • A valid photo ID (Government Issued) infront of a recent newspaper or other date verification object.

  • Contact support on the email associated with the account.
    * If you’ve lost access to this email we may still be able to help.

  • Provide verifiable proof of account ownership.

 

Payment Issues

[ Missing Pearls ]

While trying to purchase Pearls you may occasionally experience a payment error, resulting in Daum Cash being deducted from your account while not receiving the Pearl Box.

 

Hang tight, your purchase hasn’t been lost:

  • In most cases this error is resolved within 24 hours by our automated system crediting the Daum Cash back to your account.

  • We recommend you do not attempt to make additional purchases during this time.

  • If 24 hours have passed since your attempted purchase of Pearls and the Daum Cash has not been credited to your account, please contact our support team here: https://blackdesert.zendesk.com/hc/en-us/requests/new
     

[ Other Pearl / Daum Cash Issues ]

While we’ve thoroughly vetted our delivery system, sometimes things may despite these efforts still break. If you’ve encountered an issue with your Daum Cash or Pearls follow the below steps.

 

Be prepared when opening a support ticket, it helps expedite the process:

  • In most cases we can address these issues fairly quickly if you provide the following information:

    • Date of purchase
    • Region played on
    • A brief description of the steps taken prior to the issue.

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