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Epic games launcher doesn't login with Web Anti-Virus turned on

  • 1 July 2020
  • 7 replies
  • 146 views

Hello,

I have rather curious compatibility problem. When I launch Epic Games Launcher with Web Anti-Virus turned on, EGL won’t login, it will stay “offline” and will corrupt cache too, because then even if I do disable the Web Anti-Virus it still won’t login. I have to turn it off and delete %LocalAppData%\EpicGamesLauncher\Saved\webcache. Then it works fine.

I’ve tried setting the Web Anti-Virus to low, tried disabling all checkboxes for it, but neither ha ve helped. I’ve even tried reinstalling Windows and ended up with same results.

In EGL log all I can see different are these 4 lines.

LogWebView: Failed to query Graphql %s
LogWebView: Error: Network Error
LogWebView: Failed to fetch latest timestamp
LogWebView: Error: Network Error

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Best answer by Xeevis 16 July 2020, 14:08

Issue was resolved by factory reset of VDSL2 modem, not sure why or how, but it was doing even as a bridge something to certain packets causing rare and obscure issues such as this in the network.

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7 replies

Userlevel 7
Badge +8

Hello @Xeevis,

Welcome!

  1. Have you raised the “Epic Games Launcher won’t log in unless %LocalAppData%\EpicGamesLauncher\Saved\webcache is deletedissue with Epic Games Player Support team ?
  2. When you say “even if I do disable the Web Anti-Virus it still won’t login. I have to turn it off and delete %LocalAppData%\EpicGamesLauncher\Saved\webcache. Then it works fine”, does that mean pausing and exiting KTS ? 
  3. If “%LocalAppData%\EpicGamesLauncher\Saved\webcache “ is deleted without pausing/exiting KTS is Epic Games Launcher login successful? 
  4. Has Epic Games Launcher ever worked correctly? 
  • Contact Kaspersky Technical Support, follow the template below, include a GSI & Windows logs, images, detailed history, KTS Detailed Report → open KTS, select More Tools, select Reports, select Detailed Reports, select All Events, select 24hrs or 7days (a time frame that covers EGL login issue), select Export, save the Report as a .txt file, attach:paperclip: the request, ask them to assist.  

 

 

  • After submitting the case, you’ll receive an automated email with a INC+12digit reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will communicate with you, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.
  • Please let us know the outcome when it’s available? 

Thank you:pray_tone3:

Flood:whale:

Hello @FLOOD 

I’ll get in touch with Epic support too. Just haven’t yet hoping there might be some setting in Kaspersky that would help me better pinpoint exact cause. EGL did work correctly a month ago.

I don’t even have to clear webcache it seems. When Web Anti-Virus is disabled I’m correctly signed in, when it’s enabled I end up offline. I’ve recorded video of the behavior: https://vimeo.com/434727765

Userlevel 7
Badge +8

Hello @Xeevis,

You’re welcome!

Thank you for the update and the video:ok_hand_tone3:

Re:  “hoping there might be some setting in Kaspersky”,  it’s possible to create exclusions etc, however, we need to know the RC first: check KTS Detailed Report → open KTS, select More Tools, select Reports, select Detailed Reports, select All Events, select 24hrs or 7days (a time frame that covers EGL login issue), select Exportsave the Report, post it here and also share it with Kaspersky Technical Support. 

Thank you:pray_tone3:

Flood:whale:

​Thanks for the reply. I’ve contacted Epic and they think Kaspersky is to blame.

I’ve looked into detailed reports, but there’s nothing relevant there. Only that Web Anti-Virus was turned on/off.

 

And from yesterday during installation that Epic binaries were added to trusted group

 

I’ve also tried to add all Epic urls as trusted in Web anti-virus, didn’t help.

Userlevel 7
Badge +8

Hello @Xeevis,

Thank you for the update and the images.

  • :arrow_right: Please export the KTS All events 30 day Report, save as a .txt file, attach:paperclip:  to your topic:arrow_left:

Thank you:pray_tone3:

Flood:whale:

Issue was resolved by factory reset of VDSL2 modem, not sure why or how, but it was doing even as a bridge something to certain packets causing rare and obscure issues such as this in the network.

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