Honkai: Star Rail troubleshooting
This page only follows guidance HoYoverse published itself. No registry tricks, no system-file edits, no third-party tools. Every step links to the original article, and every branch says when to stop and file a ticket.
3 safety rules — read before doing anything
- Only download the launcher and patches from the official site.
- Never share your password or one-time codes with anyone, including people claiming to be support staff.
- If a step asks you to edit the registry or delete system files without an official article backing it — do not do it.
What are you seeing?
Game crashes or freezes
Game exits to desktop mid-play, or hangs and must be force-closed.
Safe steps, in order
- (PC) On the login screen, click the Update button, then select Re-verify the integrity of the downloaded resources and Confirm.
- Update your graphics card (GPU) drivers to the latest version.
- Lower the in-game graphics settings one notch and retry. (This step is NOT in the official documentation for this error — it is a general workaround, not HoYoverse guidance.)
When to STOP: STOP when: all 3 steps done and it still crashes, or it crashes before the menu loads. Collect the logs below and open a ticket.
Official source: HoYoverse article #1 (retrieved 2026-08-11)
PC client stuck on login screen, "Program Not Responding"
Game window blank, Windows reports the program is not responding.
Safe steps, in order
- Update your GPU drivers.
- Perform a clean install, or completely uninstall the old driver and reinstall.
When to STOP: STOP if it is still stuck after the driver reinstall — open a ticket with a screenshot and your specs.
Official source: HoYoverse article #1 (retrieved 2026-08-11)
Login errors 1001 / 400_0 / "Global Distribution Error" / stuck loading
HoYoverse states these usually indicate a network connection issue, not a broken account.
Safe steps, in order
- Switch networks: if on Wi-Fi try mobile data, and vice versa.
- Restart your modem/router and your device.
- Retry after a few minutes — it may coincide with maintenance (see the maintenance section).
When to STOP: STOP when: the same error persists on a completely different network (mobile data). It is no longer your local network.
Official source: HoYoverse article #1 (retrieved 2026-08-11)
Frequent disconnects / lag / high latency
Kicked back to login mid-session, or noticeable input delay.
Safe steps, in order
- Ensure a stable connection: stronger Wi-Fi, a different mobile network, or a cabled connection.
When to STOP: STOP if only HSR is affected while other apps are fine — open a ticket with your server, platform and timestamps.
Official source: HoYoverse article #1 (retrieved 2026-08-11)
HoYoPlay: game will not launch / "Local game not found" / "Current game.exe is illegal"
Play does nothing, or the launcher cannot find the game folder.
Safe steps, in order
- Game does not launch: see the official HoYoPlay troubleshooting article.
- "Local game not found": open HoYoPlay, use the menu to re-associate the game files as described officially.
- "Current game.exe is illegal": download the latest launcher from the official HSR website, then completely uninstall the current launcher.
When to STOP: STOP if your launcher came from anywhere other than the official site — remove it rather than repairing it.
Official source: HoYoverse article #1 · HoYoverse article #2 · HoYoverse article #3 (retrieved 2026-08-11)
Download/install: stuck at 100%, slow download, extraction errors (8002 / 2002)
HoYoverse states: at 100% the launcher verifies resource integrity — please wait.
Safe steps, in order
- Stuck at 100%: wait for the integrity check to finish; do not close the launcher.
- Extraction errors 8002 / 2002: follow the official file-extraction article.
When to STOP: STOP if the error repeats at the same point twice — open a ticket with server, UID (if any) and platform.
Official source: HoYoverse article #1 · HoYoverse article #2 (retrieved 2026-08-11)
Account: forgot password, lost access, changed device and lost progress
HoYoverse: game progress is tied to a HoYoverse account, not the device. Changing device does not delete progress.
Safe steps, in order
- Forgot password: HoYoverse Account Center → login → "Having problems?" → password reset.
- Lost access / suspected compromise: use the official HoYoverse Account Issues Application Form.
- Changed device: log in with the same account and login method (iOS supports Apple/Game Center only; Android supports Google only).
- Enable two-factor authentication once you regain access.
When to STOP: STOP as soon as you see signs of compromise (unfamiliar login notifications or trusted devices) — go straight to the official form.
Official source: HoYoverse article #1 · HoYoverse article #2 · HoYoverse article #3 · HoYoverse article #4 · HoYoverse article #5 · HoYoverse article #6 · HoYoverse article #7 (retrieved 2026-08-11)
Payments: item not received / unauthorized top-up / refunds
Per the Terms of Service, purchases of digital goods are final and not eligible for a refund.
Safe steps, in order
- Purchase not received: follow the official "didn't receive my purchase" article.
- Unauthorized top-up: prepare proof of transaction (receipts, deduction messages, transaction IDs) and follow the official article.
When to STOP: STOP: do not pursue this through third parties. Use official channels only.
Official source: HoYoverse article #1 · HoYoverse article #2 · HoYoverse article #3 (retrieved 2026-08-11)
Can my device even run the game?
HoYoverse confirms: devices meeting only the minimum specs may still see long loading times, low frame rates or freezing.
Safe steps, in order
- Compare your device against the specifications HoYoverse published (PC / Android / iOS).
When to STOP: STOP troubleshooting if your device is below the minimum specs — no tweak fixes that.
Official source: HoYoverse article #1 · HoYoverse article #2 (retrieved 2026-08-11)
Error codes HoYoverse documents for HSR
This table only lists codes HoYoverse documents inside the Honkai: Star Rail article. Codes from other games (e.g. 9908 lives under Genshin Impact) are excluded.
| Code | What HoYoverse says |
|---|---|
2002-0-0 |
Extraction failure. HoYoverse lists two situations, one being 13th/14th Gen Intel i7/i9 or overclocked CPUs. |
2000_0 |
PC: click Update on the login screen to verify file integrity; if it persists, try a different network. |
4214 |
Network connection issue. If on Wi-Fi, switch to mobile data to check. |
1001 / 400_0 |
Login error, usually network. See the login branch above. |
(1,107,x) · (1,5,433) |
General error. Restart the game and try again. |
8002 · (1,2,0) · (1,4,577) · (2,0,1..4) |
Corrupted files. HoYoverse advises uninstalling and reinstalling the game. |
(1,4,2) · (1,5,2) · (1,1,0) |
Missing driver files — antivirus software may be interfering with game files. |
(1,107,126) |
Missing local files. Use the launcher's repair function, or reinstall. |
(1,4,5) |
Antivirus is blocking the game. HoYoverse advises allow-listing HoYoKProtect.sys and StarRail.exe. |
(1,107,0) |
CPU compatibility issue on 13th/14th Gen Intel CPUs. |
(1,4,1084) |
Safe Mode detected. Exit Safe Mode and restart your computer. |
(1,5,8) |
Insufficient memory. Restart your computer to free up memory. |
(1,5,1238) · (3,0,0) |
Multiple instances detected — the game does not support this. |
(5,85001,3500) |
Sandbox environment detected — the game cannot run in a sandbox. |
(5,4,x) |
Virtual machine detected — the game cannot run in a VM. |
600x |
Slow or failed download, "Timeout, resource download failed". |
Official error-code article (retrieved 2026-08-11)
Your code is not in the table? We searched HoYoverse's entire Help Center and found no official article for some commonly mentioned codes (e.g. 4201, 1004, 31-4302). For those: there is no official guidance — we will not guess. Screenshot it and file a ticket below.
What to prepare before filing a ticket
HoYoverse asks for these by name. Missing items mean another round-trip.
- UID and server
- Platform and device model (PC / iOS / Android), device specifications
- Screenshot of the error, with the code visible
- When it happened and the steps to reproduce it
- (PC) Log files — HoYoverse gives the exact paths:
%USERPROFILE%\AppData\LocalLow\Cognosphere\Star Rail → Player.log, Player-prev.log%USERPROFILE%\AppData\Local\Temp\Cognosphere\Star Rail → *.dmp
Important: HoYoverse warns the log resets after restarting the game — retrieve it while the issue is occurring.
crash article (list + log paths) · login errors article · extraction errors article (retrieved 2026-08-11)
Where to file a ticket (official channels only)
- In-game: open the menu, tap Feedback or the Settings gear, then Feedback.
- Support portal: Open HoYoverse Service Hall
- Email (HSR):
[email protected] - Payment-specific email:
[email protected]— two different addresses; sending to the wrong one costs time. - If a closed ticket's issue persists, HoYoverse requires a new ticket. article
- Full Honkai: Star Rail section in the Help Center · HoYoverse Account Center
Is it maintenance?
Before fixing anything, check for maintenance. HoYoverse has no real-time status page — we searched the entire Help Center. The only official channels are the verified HoYoLAB account and in-game notices.
Verified HoYoLAB account ("HonkaiSR Official") · Official news
This page is compiled by GameVika and is not affiliated with HoYoverse. All steps are drawn from HoYoverse-published documentation, retrieved 2026-08-11.