• Announcements

    • 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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