• Un-installing Beta –  If you were a participant in the EQ 2 beta, then please make sure you uninstall the complete beta, and delete any folders that may have been created by the game.  The only folder you will want to save is the saved_customizations folder.  This folder will need to be saved to another location if you took advantage of the Character Creation Tool.

  • Character Creation Tool – If you have used the CCT, then please make sure you uninstall this prior to installing the retail version of the game.  If you would like to export your character you created over, then you need to copy your Saved_Customizations folder.  This folder can be found at the location you installed the CCT to.  To export your character to the live server, copy over the Saved_Customizations folder to the directory you install EQ2 into. (ex. C: Program Files / EverQuest 2)

  • Invalid Pre-Order keys – When trying to register your account key for the Pre-Order JBoots, you need to first setup your EverQuest 2 account and activate billing.  Once this is done, click on “Account” from the EQ2 LaunchPad, then “Edit Billing” for EQ2.  You will then have a “Add JBoots” button you can click on to register your key.  The link you may have been given to register the JBoots, will no longer work.

  • Invalid Account key issues – Your account key may come up as being invalid.  If this is the case, then please make sure you try swapping 1’s or L’s and O’ or Zero’s.

  • Installation Issues – If you are having problems installing the game, make sure you are using a DVD ROM drive to install the DVD version, and a CD Rom drive to install the CD version.  Using a DVD drive on the CD version may cause issues.

  • Disconnection Issues – You may encounter disconnection issues at any point in the game.  If you are running a firewall or router, then please refer to our Firewall and Proxy Info page, Router Support page, and our Dial Up and Broadband troubleshooting pages.

  • Graphical glitches with shadows if enabled – You may experience some graphical glitches if you have shadows enabled.  There is currently no fix to this issue, and you would need to turn off the shadows in the options menu.

  • Unsupported Geforce cards - The following Geforce cards will not work with EverQuest II MX100/200/400/420/440/460.  The game requires a video card that is Vertex and Pixel Shader capable, and these cards do not have those features.

  • DirectX 9.0c – If you do not have Direct X 9.0c then you the following error “EverQuest II requires Direct X 9.0c”.  You can download this at www.microsoft.com/directx

  • Launchpad Crashes - Game will close between LaunchPad and entering into game if you do not have a supported card.  There will be no error messages, so please make sure that you view our Supported Video Card page and have a supported card with EverQuest 2.

  • Texture tearing on 6xxx nVidia based cards – Due to improper drivers.  Check the Supported Video Card page for the latest available supported driver.

  • Refresh rate problems - The game may list higher refresh rates than your video card/monitor will allow.  This is due to having Plug and Play drivers for your monitor installed. You can resolve this by installing the proper drivers for your monitor through the device manager.  For further instruction on this, please refer to your monitor manufacturer.

  • Color Depth - Having your desktop at one color depth and the game another will not allow the game to run.  Both the desktop and the game must be set to 32bit. Critical Error EverQuest2 requires 32bit color depth.  Please change the color the color depth in your display settings to 32bit. For further instruction on this, please refer to your monitor manufacturer.

  • Hanging while loading to character select - If your computer hangs or pauses while attempting to go to character select this could possibly be due that you have a software firewall and there is warning window from your firewall software waiting for an acceptance or denial.  You can ALT + TAB out, to see if this has popped up, and then accept the game on your firewall.

If you are still unable to find a solution to your issue, please utilize one of the following support options. Phone Support is available Monday to Friday, 9am-9pm Pacific Time at the following number: (858) 537-0898. Or you can visit Live Chat Monday to Friday, 9am-9pm Pacific Time. You can also e-mail us at eq2support@soe.sony.com. Please be sure to include as much detail about your issue as possible.