Error Message - Zwift encountered the following error

Bugs and Support
1

Hi All,

Trying to install Zwift for the first time but I am receiving the following error message;

"Zwift encountered the following error: The underlying connection was closed: An unexpected error occurred on a receive. Object reference not set to an instance of an object. If the problem persists please contact Zwift Support.”

I have raised this with Zwift support but not yet received a response. Anyone had this issue before or know a fix?

Thanks

2

What is the device you are trying to install Zwift on?

Is the a work computer?

4

It’s my personal desktop PC running Windows 10.

Thanks

5

Are you running any kind of anti-virus program on your PC?

What is the version of Win10 you are running?

Is it fully up-to-date?

6

I had basic free anti-virus software that I have now turned off and I updated windows yesterday.

Thanks

7

There could be some type of connection issue with your ISP.

When is the last time you tried to install Zwift?

You are downloading from here: https://zwift.com/download/win

8

I have tried the link and still the same error. My internet seems stable and ok.

Thanks

9

Further information that may help;

[22:17:36 2020-01-16] Launcher: Checking for VerCur Override
[22:17:36 2020-01-16] Launcher: prefs.xml file not found.
[22:17:36 2020-01-16] Launcher: Startup Registry Key Found.
[22:17:36 2020-01-16] Launcher: Auto Startup is Enabled.
[22:17:36 2020-01-16] Launcher: Starting with Admin Privilages
[22:17:36 2020-01-16] Launcher: Launcher Version Number 1.0.50
[22:17:36 2020-01-16] Launcher: Checking for 64-bit OS
[22:17:36 2020-01-16] Launcher: Setting Sleep Callback
[22:17:36 2020-01-16] Launcher: Initializing UI Components
[22:17:36 2020-01-16] Launcher: Setting Browser Events
[22:17:36 2020-01-16] Launcher: Initializing Tray Components
[22:17:36 2020-01-16] Launcher: Initializing Patcher
[22:17:36 2020-01-16] Launcher: Setting Login URL
[22:17:36 2020-01-16] Launcher: prefs.xml file not found.

10

For anyone with this error in the future, I did a full Windows Reset which has worked. Zwift support have still not got back to me and I don’t expect them to.

11

I know that this is an old thread, but this error just happened to me. I downloaded the latest release and reinstalled. This corrected the problem. I didnt uninstall the older version, and the new version installed very quickly.

12

Thanks Dan. Same here. Starting the fall season after the summer outside. Just downloaded the app again and run the executable and problem/error message went away.

Happy fall/winter zwifting!

13

People are seeing this because they pulled the old launcher a few weeks ago.

Beyond me why they haven’t updated the error message to something more intuitive, like, I dunno:

‘To continue using Zwift you need to update your launcher. Please download the setup file from Download Zwift on iOS, MAC, PC, or Android Devices | Zwift and run it. There’s no requirement to reinstall the entire game.’

Rocket science. :rofl:

4 Likes
14

This is literally all I needed! Thank you. How they haven’t done this is, as you say, beyond me.

1 Like