If you are unable to enter the game because you are stuck on the train loading screen, please try the following troubleshooting steps.
Troubleshooting Steps
- Restart your device and router.
- Check that your internet connection is stable. Try switching networks, such as from Wi-Fi to mobile data.
- Disable any VPN, proxy, or third-party software that may interfere with your connection.
- Ensure your DNS settings are set to automatic.
- Delete Registry Files by opening the Registry Editor (Windows key+R then click regedit) > Open HKEY_Current_User > SOFTWARE > Delete the following 2 folders: Computer\HKEY_CURRENT_USER\Software\miHoYoSDK and Computer\HKEY_CURRENT_USER\Software\Cognosphere\Star Rail > Log into the game again.
- Uninstall the game and then reinstall it.
Contact Us
If the issue persists, please contact our live support team with the following information for further investigation:
- In-game UID
- Platform (PC, iOS, Android, etc)
- Device information (CPU, GPU, RAM, OS Version)
- Region/Country
- Internet Service Provider
- Network Connection (WLAN/Mobile Data/Ethernet)
- Screenshot of autopatchos after all the information has loaded (https://autopatchos.starrails.com/test/StarRail_Network_Diagnostic_Tool.html)
- A screenshot or video recording of the issue
We would suggest uploading all the requested files and information to a website such as Google Drive, setting the folder access to Public and providing us the link.