The Tool Desk
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Start by identifying what is failing: GOG GALAXY itself, one game, account sign-in, or an installation or update. If a GOG game may have damaged files, use Manage installation → Verify / Repair. If you cannot sign in, check the account details, browser state, security software, and—if prompted—your two-step authentication email. For installation and update errors, use the exact error code to find the matching GOG Support instructions rather than treating every failure as the same launch problem.
Identify the problem before changing settings
Note what happens and when: does GALAXY fail to open, does the client open but one game fail to launch, does the game start but show a connection error, or can you not authenticate? Record the full error message or code, and whether the problem began during installation or an update. GOG groups GALAXY issues and error codes separately, so the specific symptom determines which fix is relevant.
- GALAXY will not open: look for an exact startup message. Use the lock-file procedure below only if the message says GALAXY is already running on another account and no GALAXY process is actually running.
- One GOG game will not launch or may have corrupted files: use Verify / Repair on that game.
- You cannot authenticate: follow the account and two-step email checks below.
- An installation or update fails: record its error code and follow the matching GOG Support article.
- A game reports a connection problem: check whether the guidance is specific to that game. The GWENT steps below apply to GWENT’s “NOT CONNECTED” message, not to every connection error.
Keep the symptom and the affected component separate while troubleshooting. A game that fails to start after GALAXY opens is not the same situation as a GALAXY client that never opens. Likewise, an account sign-in failure is not evidence that game files are corrupt. Matching the symptom to the relevant support instructions helps avoid changing unrelated settings or applying a workaround outside its intended scope.
Before trying a fix, capture the exact wording of any error and note whether it appeared during login, game launch, installation, or an update. If no message appears, describe what you see—for example, whether the client opens but the game does not. This information is useful if you need to consult a specific GOG Support entry or submit a support request later.
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Repair a GOG game that will not launch
GOG’s Verify / Repair function compares a GOG game’s local files with the versions hosted on GOG and redownloads files that do not match. It is intended for GOG games; for a game installed through another platform, use that platform’s own repair feature.
- Open GOG GALAXY and select the affected game.
- Open the customization button beside Play.
- Choose Manage installation → Verify / Repair.
- Let GALAXY check the files and redownload discrepancies. When it finishes, try launching the game again.
This check is a sensible first step when a game’s local data may be corrupt. It is not a general fix for account sign-in, a GALAXY client that will not start, or an installation error that needs its own code-specific instructions.
The important distinction is what Verify / Repair checks: the local files for the selected GOG game against the files GOG hosts. If GALAXY finds discrepancies, it redownloads them. The procedure is therefore relevant when the problem concerns that game’s data; it is not an all-purpose repair of the launcher, the account, or an unrelated network issue.
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One free scan finds every outdated or missing driver and matches the right update for your exact hardware.Free scan · exact hardware matchIf the affected title was installed through a different game platform, do not expect GALAXY’s GOG game-file check to repair it. Use the repair option in the platform that installed the game. If the game is from GOG and Verify / Repair completes but the launch problem remains, record that result and the original error. The remaining issue may call for the relevant error-specific guidance or a support request rather than repeating unrelated account steps.
Restore account sign-in
Check which account details you used
Confirm the username or login and password. If GOG reports “User not found,” try other email addresses or aliases you may have used. Search those inboxes for the account-creation confirmation; it can help identify the email address associated with the account.
Do not assume that an unfamiliar or unavailable email address means there is no account. The address used to create the account may differ from the one you normally check, or you may have used an alias. Searching likely inboxes for the account-creation confirmation can help identify which address was used. Once you have found the likely login, retry with those details rather than treating a “User not found” message as a game-launch error.
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Rule out browser and security-software issues
If the credentials seem right but sign-in still fails, GOG recommends clearing the browser cache and cookies, reloading, and trying another browser—ideally one without add-ons. Also check whether your firewall or antivirus software is blocking GOG.COM and allow it if necessary. These checks address browser or connection interference; they do not establish that a password is correct or recover an account by themselves.
Try the browser checks as a short sequence: clear the cache and cookies, reload the sign-in page, and then test in another browser if the problem continues. A browser without add-ons is useful for narrowing down whether an extension is interfering. If the second browser works, that points toward the original browser’s state or add-ons as a relevant difference, but it does not itself identify which item caused the problem.
Firewall and antivirus software are another possible source of interference. GOG advises allowing GOG.COM if security software is blocking it. Treat this as a targeted access check, not a reason to disable security protection generally. If you are unsure whether GOG.COM is blocked, record the software and behavior you observe and describe it when contacting support.
If the two-step authentication email does not arrive
- Check the spam folder for a message titled “Two-step authentication” from one of GOG’s listed sender addresses.
- If the message is filtered, allowlist the sender and request a new code.
- Keep the login window open until you enter the code. GOG says a code is valid only for the login attempt for which it was generated.
- If the message still does not arrive or the code does not work, wait 30 minutes and try again. Contact GOG Support if the issue remains.
The login window matters because a code is tied to the login attempt for which GOG generated it. Closing the window and starting over can leave you with a code for the earlier attempt rather than the one you are now completing. Request a new code if necessary, then enter it in the still-open window for that attempt.
For a missing message, check spam before requesting another code. If the sender has been filtered, allowlist it and request a fresh code. If the code process still fails, GOG’s guidance is to wait 30 minutes and retry, then contact support if the issue persists. These are two-step email troubleshooting steps; they do not replace the account-detail checks if the site instead reports that the user was not found.
Use the error code to choose the next step
GOG’s error index distinguishes several failure categories. The label helps narrow the issue, but it does not prove that every computer showing that code has the same underlying cause.
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| Code | GOG’s category | What to do next |
|---|---|---|
| E1 | Corruption in the local game copy | Use the relevant GOG instructions for the error. If the issue is with a game’s files, GALAXY’s Verify / Repair option checks them against GOG’s hosted versions. |
| E3 | Failure to connect to GOG.com servers | Follow the E3-specific GOG Support guidance; do not assume that a game-file repair will fix a server-connection failure. |
| E4 | Disk access | Use the specific E4 instructions in GOG’s error index or support article. |
| E8 | Insufficient disk space | Use the specific E8 instructions in GOG’s error index or support article. |
| E9 | Unknown server error; an unexpected server response may indicate a client/server communication problem | For “GOG GALAXY Installation failed (E9)” or “Update failed (E9),” follow the E9 support instructions. GOG advises contacting support if the problem persists. |
For installation or update failures, preserve the full error text as well as the code. GOG’s error index covers additional conditions beyond the examples above; use its matching entry rather than applying a workaround for a different code.
Use the code to select the next support path, not to guess at a universal cause. For example, E1 is categorized as local game-copy corruption, while E3 is a failure to connect to GOG.com servers. Those categories point to different kinds of troubleshooting. Repairing a game’s local files may be relevant to a corruption issue, but it should not be substituted for the E3-specific instructions when the failure is server connection.
E4 and E8 are also distinct: the index associates E4 with disk access and E8 with insufficient disk space. The labels tell you which support instructions to look up; they do not provide enough information by themselves to diagnose every machine. Follow the dedicated entry for the exact code rather than trying a fix listed for another category.
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For E9, GOG describes an unknown server error and an unexpected response from the server. That may indicate a communication problem between the client and server, but it is not proof of one single cause. If the E9 error during installation or an update continues after following GOG’s instructions, contact support and include the exact error text. GOG’s error index includes other conditions too, so do not treat this table as an exhaustive list.
Apply special-case fixes only to the matching message
“GOG GALAXY is already running on another account on this computer”
GOG documents a lock-file workaround for this exact message when GALAXY is not running in the background. Do not use it for an unrelated startup failure.
- Confirm that GALAXY is not running in the background.
- Delete
C:ProgramDataGOG.comGalaxylock-filesGalaxyClient.exe.lock. - Restart GALAXY.
The condition is important: this procedure is for the specific “already running on another account” message when the application is not actually running in the background. If GALAXY is running, or if the error text is different, this is not the documented situation for the workaround. Do not delete the lock file just because the client fails to open; first match the exact message and check whether GALAXY is already running.
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GWENT’s “NOT CONNECTED” error in GALAXY
These steps are specifically for GWENT’s “NOT CONNECTED” issue:
- Fully exit GALAXY, then open it again.
- Sign in at
playgwent.com. - Restart GALAXY once more.
- If the error remains, allowlist the GALAXY installation folder and
C:ProgramDataGOG.COMin your antivirus or firewall software.
Keep this sequence tied to GWENT’s stated message. A different game’s connection error may have a different support entry, and the GWENT instructions do not establish a general fix for all games or for GOG account authentication. If you are troubleshooting another title, note its exact wording and look up its relevant GOG Support guidance instead.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Contact GOG Support with useful diagnostics
If the applicable steps do not resolve the problem, open a support request and select the correct operating system. GOG’s troubleshooting guidance asks users with technical issues to provide a system report containing technical specifications for the computer, with instructions for Windows, macOS, and Linux.
Review the report before attaching it: GOG warns that it may contain personal information, such as your computer name. Remove details you do not want to share. Include the exact error message or code and describe whether the failure affects GALAXY, a particular game, sign-in, or an install/update; this keeps the request focused on the problem you encountered.
Choose the operating system that matches the computer with the problem so you can follow the corresponding report instructions. GOG provides report guidance for Windows, macOS, and Linux. The report describes the computer’s technical specifications, which can help support understand the technical context of the issue. It is not necessary to attach a report without reviewing it first: GOG warns it may include personal information, including the computer name.
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Before sending, check the report for details you do not want to share and remove personal information you do not want included. Then make the support request specific: name the component that fails, provide the exact message or error code, say whether the problem began during installation or an update, and note which applicable steps you already tried and what happened. For example, a game-file issue after Verify / Repair is different from an E9 installation failure or a sign-in problem. Clear details help keep the request focused without assuming that one fix applies to every category.
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If the issue remains unresolved, GOG’s Galaxy support section directs users to GOG Support or the community. For account access, installation, updates, and technical problems, use the appropriate support route and include the relevant diagnostic details. Avoid applying a special-case workaround simply because the broader problem is that “GALAXY will not work”; the exact message and the affected component are what determine whether that workaround fits.
Frequently Asked Questions
How do I repair a GOG game that will not launch?
In GOG GALAXY, select the game, open the customization button beside Play, then choose Manage installation → Verify / Repair. GALAXY compares the local files with versions hosted on GOG and redownloads discrepancies. This applies to GOG games; use the installing platform’s repair feature for games from elsewhere.
What should I do if GOG says “User not found”?
Check other email addresses or aliases you may have used for the account. Search their inboxes for the account-creation confirmation to help identify the address associated with the account, then retry with the likely login details.
Why is my GOG two-step authentication email missing?
Check spam for a message titled “Two-step authentication” from one of GOG’s listed sender addresses. If it was filtered, allowlist the sender and request a new code. Keep the login window open because the code is valid only for the attempt that generated it. If needed, wait 30 minutes and try again; contact GOG Support if it still fails.
What do GOG GALAXY error codes E1, E3, E4, E8, and E9 mean?
GOG categorizes E1 as local game-copy corruption, E3 as failure to connect to GOG.com servers, E4 as disk access, E8 as insufficient disk space, and E9 as an unknown server error. Use the support instructions for the exact code; these labels narrow the category but do not prove a single cause for every computer.
Can I delete the GALAXY lock file whenever the client will not start?
No. GOG’s lock-file workaround is for the exact “GOG GALAXY is already running on another account on this computer” message when GALAXY is not running in the background. Delete C:ProgramDataGOG.comGalaxylock-filesGalaxyClient.exe.lock and restart only when those conditions match.
What should I do about GWENT’s “NOT CONNECTED” error in GALAXY?
Fully exit and reopen GALAXY, sign in at playgwent.com, and restart GALAXY again. If the error remains, GOG advises allowlisting the GALAXY installation folder and C:ProgramDataGOG.COM in antivirus or firewall software. These steps are specific to GWENT’s message.
Do these 3 things before closing this tab:
1Clear out junk files and repair common Windows errors2Fix the driver behind crashes, sound loss and screen glitches3Repair Windows errors before they cause bigger problemsWhat should I include when contacting GOG Support?
Select the correct operating system and follow GOG’s system-report instructions for Windows, macOS, or Linux. Review the report first because it may contain personal information such as your computer name. Include the exact error or code and explain whether the issue affects GALAXY, a specific game, sign-in, installation, or an update.
The Bottom Line
Match the symptom to the fix: use Verify / Repair for a GOG game’s potentially corrupted files, account and browser checks for sign-in trouble, and the exact GOG Support entry for an installation or update code. Keep the lock-file and GWENT workarounds limited to their documented messages. If you contact support, include the error and a reviewed system report.
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