Spent 3 fucking hours "fixing some issues" with tera online support

Live Chat
Status: Connected
GM Voidwalker (Listening)
GM Voidwalker: Hi, my name is GM Voidwalker. How may I help you?
Cakeasaurus .: hi
Cakeasaurus .: im having issues installing tera client
Cakeasaurus .: i just preordered
Cakeasaurus .: well
Cakeasaurus .: some hours ago
Cakeasaurus .: but
GM Voidwalker: where did you preorder from?
Cakeasaurus .:  when i try to launch the client
Cakeasaurus .: it will refuse to launch
Cakeasaurus .: from the enmasse website
GM Voidwalker: one moment, let me look up your order
Cakeasaurus .: sometimes it will say things like invalid win32 application
Cakeasaurus .: or that the specified exe file doesnt exists
Cakeasaurus .: and when i look at the launcher folder
Cakeasaurus .: there is no exes
Cakeasaurus .: tried to reinstall numerous times
Cakeasaurus .: nothing works
GM Voidwalker: can you check the size of your tera folder for me?
Cakeasaurus .: 39.2MB
GM Voidwalker: should be larger
Cakeasaurus .: yeah
Cakeasaurus .: so what do i do?
Cakeasaurus .: i readed some troubleshooting
Cakeasaurus .: about updating windows
Cakeasaurus .: i just did
Cakeasaurus .: and i isntalled service pack 1
GM Voidwalker: ok, let me look something up real quick
Cakeasaurus .: ok
Cakeasaurus .: and did the security certificates thing
Cakeasaurus .: and disabled my second network card
Cakeasaurus .: still
Cakeasaurus .: nothing works
GM Voidwalker: and you tried running it as administrator?
Cakeasaurus .: yep
Cakeasaurus .: Windows 7 ultimate
Cakeasaurus .: x64 version
GM Voidwalker: are you installing to the default path?
Cakeasaurus .: nope
Cakeasaurus .: trying to install to my Games Hard drive
Cakeasaurus .: tried different paths
GM Voidwalker: is it internal?
Cakeasaurus .: yep
Cakeasaurus .: sata 2
Cakeasaurus .: 1TB
GM Voidwalker: have you tried the default path?
Cakeasaurus .: some friends have HDD's for games only
Cakeasaurus .: and they installed the game there
Cakeasaurus .: and it worked for them
Cakeasaurus .: about the default install
Cakeasaurus .: i will try it now
GM Voidwalker: ok
GM Voidwalker: let me know what happens
Cakeasaurus .: almost done
GM Voidwalker: also can you run this for me https://tera-support.enmasse.com/app/answers/detail/a_id/216/kw/diag?
Cakeasaurus .: its testing
GM Voidwalker: ok
Cakeasaurus .: and i have some bizzare news
GM Voidwalker: whats that?
Cakeasaurus .: as soon tera launcher ended installing
Cakeasaurus .: the tera folder was 100MB
Cakeasaurus .: but when i launched it
Cakeasaurus .: the size got reduced to 39.2MB
Cakeasaurus .: the tera folder
Cakeasaurus .: and the exes that were there are now missing
Cakeasaurus .: also
GM Voidwalker: ok, send me the results of the diagnostics as soon as its done
Cakeasaurus .: installed as administrator
Cakeasaurus .: do i paste it?
GM Voidwalker: no, you can save it to your desktop and attach it
GM Voidwalker: on here
File attachment upload has started.
The file TERA-Diagnostic.txt (209.09KB) was received.
Cakeasaurus .: here you go
GM Voidwalker: i got it
GM Voidwalker: give me a moment to look over it
Cakeasaurus .: ok
GM Voidwalker: who is your ISP?
Cakeasaurus .: Instituto de electricidad costaricence
Cakeasaurus .: i live on Costa Rica
Cakeasaurus .: ICE is the name of the isp
Cakeasaurus .: and my connection is of 10Mbps
Cakeasaurus .: 10Mbps download
Cakeasaurus .: 1Mbps upload
Cakeasaurus .: why?
GM Voidwalker: im not seeing  a 1tb drive. i looked at your connections and there was a ton of waits
Cakeasaurus .: windows regognizes it as 930GB
Cakeasaurus .: and i installed the game where you told me to
Cakeasaurus .: the 1TB HDD drive letter is g:\
GM Voidwalker: i only see 86.3gb free space
Cakeasaurus .: thats my c:\ drive
Cakeasaurus .: and you asked me to install tera on the default folder
Cakeasaurus .: and thats what i did
Cakeasaurus .: same issues as the other drive
Cakeasaurus .: maybe thats why you are unable to see the 1tb drive
GM Voidwalker: ok, completely uninstall all tera information and try the download again
Cakeasaurus .: hmm
Cakeasaurus .: i have done that how many times
Cakeasaurus .: 5 today
Cakeasaurus .: completly uninstalled tera
Cakeasaurus .: using the installer
Cakeasaurus .: which has uninstaller function
Cakeasaurus .: unless
Cakeasaurus .: you mean
GM Voidwalker: from the uninstall programs?
Cakeasaurus .: the registry values
Cakeasaurus .: no sir
Cakeasaurus .: from the 90MB file i downloaded
GM Voidwalker: do it that way
Cakeasaurus .: ok
Cakeasaurus .: will do
Cakeasaurus .: shall i reinstall o nthe 1TB drive
Cakeasaurus .: ?
GM Voidwalker: no try on the default path
Cakeasaurus .: ok
Cakeasaurus .: do you want me to redownload the installer?
Cakeasaurus .: the 90MB download
GM Voidwalker: yes
GM Voidwalker: but first
GM Voidwalker: make sure all tera files are gone
Cakeasaurus .: 50% done
Cakeasaurus .: and completly eliminated the tera files
Cakeasaurus .: uninstalled and deleted left overs
Cakeasaurus .: 60%
Cakeasaurus .: 95%
GM Voidwalker: ok
Cakeasaurus .: download error
GM Voidwalker: whats the error message?
Cakeasaurus .: c:\users\cakeasaurus\downloads\TERA-Setup.exe could not be saved, because you cannot change the contents of that folder. change the folder properties and try again, or try saving in a different location.
GM Voidwalker: are you trying to rename it?
Cakeasaurus .: uhh no
GM Voidwalker: ok, let me look at something real quick
Cakeasaurus .: ok
Cakeasaurus .: let me try to redownload
GM Voidwalker: ok, try on the 1TB drive
GM Voidwalker: what was the default path when you tried to sownload?
GM Voidwalker: download
Cakeasaurus .: c:\users\cakeasaurus\downloads
GM Voidwalker: ok
Cakeasaurus .: ok installing again with fresh copy of the download
Cakeasaurus .: ugh
GM Voidwalker: oh you got the download now?
Cakeasaurus .: same error again
Cakeasaurus .: now its not even letting me download
Cakeasaurus .: and my windows account has administrator privileges
GM Voidwalker: even when you have full rights you may need to run as administrator
Cakeasaurus .: i know
Cakeasaurus .: but i cant even run as administrator something
Cakeasaurus .: when its not even downloaded
Cakeasaurus .: as soon the download finishes
Cakeasaurus .: it says i cannot change the contents
Cakeasaurus .: of the folder
Cakeasaurus .: and the exe disapears
GM Voidwalker: check your size of the c:/ drive on your "my computer"
Cakeasaurus .: 85.6GB free of 148GB
GM Voidwalker: give me just a moment
GM Voidwalker: go into c:\users\cakeasaurus\downloads
GM Voidwalker: tell me if you see the TERA-Setup.exe
Cakeasaurus .: yes
Cakeasaurus .: its 0 bytes
GM Voidwalker: that's why you couldn't download
GM Voidwalker: delete that
Cakeasaurus .: ok
GM Voidwalker: you should be able to download now
Cakeasaurus .: it says i dont have the permition to delete it
Cakeasaurus .: ill just try choosing a diferent download folder
GM Voidwalker: well now that that's gone you should have no problems
Cakeasaurus .: now let me see if im successful installing tera
GM Voidwalker: ok
Cakeasaurus .: the windows installer service could not be accessed.this can occur if the windows installer is not correctly installer. contact your support personnel for assistance
Cakeasaurus .: tera installed though
GM Voidwalker: sweet
Cakeasaurus .: what failed was the DXinstall
GM Voidwalker: ah
Cakeasaurus .: now tera patched
Cakeasaurus .: still waiting
Cakeasaurus .: the tera exe has no icon
Cakeasaurus .: tera-launcher.exe
GM Voidwalker: did you install to the default path?
Cakeasaurus .: no
Cakeasaurus .: you told me to install it to my 1TB drive
Cakeasaurus .: also
Cakeasaurus .: its saying again
Cakeasaurus .: that i dont have enough authorization
Cakeasaurus .: did run as admin
GM Voidwalker: it has to be basically in a path like C:\users\public\games\TERA
GM Voidwalker: whats your tera folders path?
Cakeasaurus .: my tera default install path is g:\TERA
GM Voidwalker: and how big is the tera folder?
Cakeasaurus .: the default path for me is c:\program files (x86)\TERA
GM Voidwalker: that's where you should have installed
Cakeasaurus .: 39.2MB
Cakeasaurus .: and you told me to install it to the other drive
GM Voidwalker: i told you that thinking you had an issue on your c:\ drive
Cakeasaurus .: i can't aford to waste space on my system drive and as we tested before
Cakeasaurus .: yeah since we both though i had an issue on my c drive
Cakeasaurus .: i installed tera on the other drive
Cakeasaurus .: yet
Cakeasaurus .: same thing happens
GM Voidwalker: the only issue that was on the c:\ drive was your tera-setup was still on it
Cakeasaurus .: yeah
Cakeasaurus .: but i solved that by changing the download folder
Cakeasaurus .: then i installed on c drive
Cakeasaurus .: same issue, the launcher folder would shrink to 39mb
GM Voidwalker: try on the default path please. if it doesn't work then we will work on it a different way
Cakeasaurus .: i already tried the default path
Cakeasaurus .: you told me to try it some time ago
Cakeasaurus .: so i did that
Cakeasaurus .: and the same installer shrinked issue happened
GM Voidwalker: you tried to download the installer
Cakeasaurus .: Yep
Cakeasaurus .: 3 times
GM Voidwalker: the installer installs the other files
Cakeasaurus .: yeah
Cakeasaurus .: but when i run the installed files
Cakeasaurus .: they update
Cakeasaurus .: then
Cakeasaurus .: they dissapear
Cakeasaurus .: and the launcher never works again
GM Voidwalker: after you install to the default path you can move all the files to your desired location
Cakeasaurus .: fine
Cakeasaurus .: i will try one more time on the default path
Cakeasaurus .: even though this is the 4th time i do it
GM Voidwalker: the installer is trying to read the registries and they arent being created because you wont let them
Cakeasaurus .: how am i not letting the registries install?
GM Voidwalker: by changing the download path
Cakeasaurus .: the download path i changed
Cakeasaurus .: was the installer path
GM Voidwalker: i know
Cakeasaurus .: not the Tera launcher
Cakeasaurus .: and i cant delete the 0bytes file
Cakeasaurus .: it says access denied
GM Voidwalker: go to your add remove programs
GM Voidwalker: see if tera is in there
Cakeasaurus .: yes
Cakeasaurus .: i just uninstalled it
GM Voidwalker: ok
Cakeasaurus .: im gonna install it yet again
Cakeasaurus .: on the default folder
GM Voidwalker: ok
GM Voidwalker: please understand its hard for me to troubleshoot with out seeing it
Cakeasaurus .: its ok
Cakeasaurus .: more errors friend
GM Voidwalker: and i do understand your frustration
GM Voidwalker: did you delete the TERA-setup folder?
Cakeasaurus .: the following error occured on the file c:\users\cakeasaurus\appdata\local\tera\data1.hdr access is denied (0x5)
GM Voidwalker: search your computer for anything tera related
Cakeasaurus .: you know what would be great to have implemented to the chat system?
Cakeasaurus .: if there was some kind of remote support
GM Voidwalker: go to the top folder of that string and delete it
Cakeasaurus .: im gonna delete everything that is related to tera
GM Voidwalker: yes
Cakeasaurus .: and redownload the installer
Cakeasaurus .: again
Cakeasaurus .: on a different download folder
GM Voidwalker: you downloaded it again on a different path?
Cakeasaurus .: i havent done that
Cakeasaurus .: i will
Cakeasaurus .: but
GM Voidwalker: as in not the default path
Cakeasaurus .: no no
Cakeasaurus .: im talking about
Cakeasaurus .: the exe
Cakeasaurus .: you download
Cakeasaurus .: from the tera.enmasse acount website
GM Voidwalker: i know what your talking about
Cakeasaurus .: no the .exe you double click that asks you for a install path
Cakeasaurus .: i cant download to the default path
Cakeasaurus .: because
Cakeasaurus .: there is another file
Cakeasaurus .: with the same name
Cakeasaurus .: but its size is 0 bytes
Cakeasaurus .: and it wont let me delete it
GM Voidwalker: delete it
Cakeasaurus .: it says access denied
GM Voidwalker: do you have the folder open
GM Voidwalker: ?
Cakeasaurus .: yes
GM Voidwalker: close it then you should be able to delete it
GM Voidwalker: did it work?
Cakeasaurus .: yes
GM Voidwalker: ok, now you can install to the default path
Cakeasaurus .: downloading the installer
Cakeasaurus .: the one from  https://account.enmasse.com/users/account
GM Voidwalker: after it is fully installed you can move it to your g:\ hdd
GM Voidwalker: any errors?
Cakeasaurus .: almost done downloading
Cakeasaurus .: thank god i download at 1mb/s
Cakeasaurus .: or else
Cakeasaurus .: it would take alot of time
GM Voidwalker: yeah it would
Cakeasaurus .: installing
GM Voidwalker: ok
GM Voidwalker: on the default path?
GM Voidwalker: any issues so far?
Cakeasaurus .: on the default path
Cakeasaurus .: gonna run now
GM Voidwalker: let me know when you start patching
Cakeasaurus .: it finished patching
Cakeasaurus .: now what?
Cakeasaurus .: wait?
GM Voidwalker: do you have the launcher open?
Cakeasaurus .: it closed after it patched
GM Voidwalker: take a screen cap of your desktop
GM Voidwalker: make sure your task bar is visible
GM Voidwalker: save it in paint or something like that and send it to me please
File attachment upload has started.
The file desk.PNG (3406.32KB) was received.
Cakeasaurus .: done
Cakeasaurus .: this is the current size of the tera folder
Cakeasaurus .: 43.7 MB (45,872,382 bytes)
GM Voidwalker: on your desktop there is the TERA-Launcher, run that
Cakeasaurus .: missing shortcut
GM Voidwalker: ok, go to your instaqll location
Cakeasaurus .: windows is searching for tera-launcher.exe to locate the file yourself, click browse
Cakeasaurus .: ok
Cakeasaurus .: im at install location
Cakeasaurus .: C:\Program Files (x86)\TERA
GM Voidwalker: do you see the TERA-Launcher in that folder?
Cakeasaurus .: nope
Cakeasaurus .: its not there
GM Voidwalker: how big is that folder?
GM Voidwalker: the entire TERA folder
Cakeasaurus .: 39.2 MB (41,151,982 bytes)
Cakeasaurus .: so?
GM Voidwalker: what all is in that folder?
Cakeasaurus .: these are the folders inside that folder
Cakeasaurus .: ill just screenshot
GM Voidwalker: ok
File attachment upload has started.
The file desks.PNG (191.39KB) was received.
GM Voidwalker: one sec
Cakeasaurus .: are you allowed to use team viewer?
GM Voidwalker: no
GM Voidwalker: ok, do this. use your search to find TERA-Launcher.exe
Cakeasaurus .: no items match your search
Cakeasaurus .: i think its the launcher deleting some of its files by itself
GM Voidwalker: no, it just hiccups over them
GM Voidwalker: try this https://tera-support.enmasse.com/app/answers/detail/a_id/334/kw/download
Cakeasaurus .: on it
GM Voidwalker: ok
Cakeasaurus .: i will let you know when im done
GM Voidwalker: ok
Cakeasaurus .: its a 20GB download
GM Voidwalker: There we go
Cakeasaurus .: im not done downloading
GM Voidwalker: that's what we were looking for
Cakeasaurus .: that one will take a while
GM Voidwalker: i know
Cakeasaurus .: i downloaded jdownloader
Cakeasaurus .: to download the 20GB file
GM Voidwalker: ok
GM Voidwalker: how long does it say on the download?
GM Voidwalker: are you still there?
Cakeasaurus .: i mstill here
Cakeasaurus .: give me a second
Cakeasaurus .: having problems with jdownloader
GM Voidwalker: what problems?
Cakeasaurus .: nvm
Cakeasaurus .: jdownloader is working now
GM Voidwalker: whats the progress?
Cakeasaurus .: 0.16%
Cakeasaurus .: says it will take 5 hours
Cakeasaurus .: at 1.07MB/s
GM Voidwalker: after that's done and if you still have an issue contact us again. I can't wait 5 hours on the chat
Cakeasaurus .: yeah
Cakeasaurus .: i can understand that
Cakeasaurus .: if i have issues
Cakeasaurus .: i will contact you guys again
Cakeasaurus .: also
Cakeasaurus .: will i get some kind of case number?
Cakeasaurus .: or something?
GM Voidwalker: yes you will get a transcript sent in your email
Cakeasaurus .: so that i wont have to re explain what the problem was
Cakeasaurus .: ok
GM Voidwalker: and we can access this when you contact us again
GM Voidwalker: hopefully that jdownloader fixes the issue
Cakeasaurus .: ok
Cakeasaurus .: so do i disconnect from chat now?
GM Voidwalker: yes and if you still have the issue contact us again
Cakeasaurus .: ok
Cakeasaurus .: see you later