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Random freezes, missing sound and display glitches usually trace back to one bad driver. Find and replace yours safely.Free scan · under a minuteStart by identifying what is failing: GOG GALAXY itself, one GOG game, your account sign-in, or an installation or update. The right fix depends on that distinction. If a GOG game may have damaged files, use Manage installation → Verify / Repair; for sign-in, check account details, browser state, security software, and two-step authentication. For an error code, follow the guidance for that exact code rather than treating every failure as the same launch problem.
Keep the exact error message visible or write it down before changing anything. A game that fails to start, a launcher that cannot connect to GOG.com, and a sign-in page that rejects an account can look like one broad “GOG Galaxy not working” problem, but they call for different checks. Start with the symptom, use the narrowest matching official fix, and escalate with the code and system report if it remains unresolved.
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First, identify where the failure occurs
Before changing settings, note the exact message on screen and when it appears. Did GALAXY fail to open, did it open but fail to start a particular game, did a game report a connection problem, or did the account login stop you before you reached the library? Also note whether the problem began during installation or an update. GOG groups GALAXY issues and error codes separately, so the symptom and message are useful clues, not interchangeable diagnoses.
- GALAXY will not open: Check whether the message names a specific condition, such as GALAXY already running under another account. Use that message’s narrowly scoped instructions only if it matches.
- GALAXY opens, but a GOG game will not launch: If file corruption is plausible, run Verify / Repair for that game.
- You cannot sign in: Work through the account, browser, security-software, and two-step-email checks below.
- An install or update shows an error code: Record the code and use the corresponding entry in GOG’s GALAXY error guidance.
- A game reports a connection error: Check whether the advice is specific to that game. A fix documented for GWENT, for example, is not general guidance for every game.
These categories help you choose a sensible next step; they do not establish the underlying cause on every computer. The point in the process where a failure occurs matters as much as the broad symptom. An error during an update should be tracked as an update error, while a prompt that appears before account access belongs to the sign-in path. If the message includes a code, keep it together with the full wording rather than relying on memory of the code alone.
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There is no single fix that safely covers every case. Verify / Repair checks game files, not account credentials. Browser cache and cookie checks address web sign-in behavior, not a damaged local game copy. And the GWENT connection steps below address a particular GWENT message, not all games that appear offline. Matching the remedy to the scope of the problem helps avoid unnecessary changes and makes a later support request more useful.
Repair a GOG game that may have corrupted files
GOG’s Verify / Repair function checks a GOG game’s local files against the versions hosted by GOG and redownloads discrepancies it finds. This documented procedure applies to GOG games. For a game installed through another platform, use that platform’s own repair feature instead.
- Open GOG GALAXY and select the affected game.
- Open the customization button beside Play.
- Choose Manage installation → Verify / Repair.
- Let the check complete. If GALAXY identifies discrepancies, it will redownload the affected files.
- Try launching the game again after the repair finishes.
The feature compares the local copy with GOG’s hosted files; it is not a general repair for GALAXY, your GOG account, or another storefront’s installation. Use it when the affected title is a GOG game and corrupted or inconsistent local files are plausible. If the game came from another platform, that platform’s launcher is the appropriate place to look for its own verification or repair option.
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If the repair does not resolve the problem, keep the original error message and check whether the game or GALAXY reports a more specific code or condition. Do not assume that a failed launch means the files are corrupt; the error may point to a different issue. In particular, an error that names server connectivity, disk access, or insufficient space should be followed through its own error guidance rather than answered by repeating file repair without a reason.
Restore access when you cannot sign in
GOG’s sign-in guidance covers incorrect or forgotten credentials, using a different email address or alias than expected, browser data or add-ons, security software blocking access, and delayed two-step authentication messages. Work through the checks in order so you can distinguish an account-detail problem from a browser or verification issue. If the sign-in process does not reach the two-step stage, first focus on the login name, password, and browser path rather than troubleshooting a code that was never requested.
Check the account name and password
- Confirm that you are entering the login name or email address and password associated with the account.
- If the site says “User not found,” try other email addresses or aliases you may have used.
- Look in those inboxes for the account-creation confirmation. It can help identify which address was used.
- If you have forgotten the password, use GOG’s account recovery process rather than repeatedly guessing.
A “User not found” message is a reason to verify which address or alias was used, not proof that the account or game library has disappeared. Think through addresses you may have used when creating the account, and check the corresponding inboxes for the confirmation message. Once you identify the account details, try the appropriate recovery route if the password is the remaining obstacle.
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Rule out browser and security-software issues
If the credentials appear correct but sign-in still fails, GOG advises clearing the browser cache and cookies, then reloading the page. Try another browser, ideally one without add-ons enabled. Also check whether your firewall or antivirus software is blocking GOG.COM, and allow it if appropriate for your setup.
Change one relevant condition at a time where practical: clear the browser data and reload, then try a second browser without add-ons if needed. This makes it easier to tell whether the change affected the sign-in attempt. Security software is another possible block, but allow GOG.COM only when appropriate for your configuration and through the controls provided by that software. These are targeted checks, not a reason to turn off firewall or antivirus protection wholesale.
These are checks for access through the website’s sign-in flow. They do not repair game files or explain a GALAXY installation error code. If the issue is in the desktop client rather than the website, record exactly where the client stops and any text it displays so support can distinguish it from a website login failure.
Handle a missing two-step authentication email
- Check the spam folder for a message titled “Two-step authentication” from a GOG sender address.
- If you find the message there, mark it as legitimate or allowlist the sender address shown in GOG’s guidance so future codes are less likely to be filtered.
- Request a new code if the original has not arrived.
- Keep the login window open while retrieving the message and enter the code for that login attempt. GOG says each code applies only to the attempt for which it was generated.
- If the code still does not arrive, wait 30 minutes and try again. Contact GOG Support if the problem remains.
Closing the login window and then trying to use its code on a later attempt will not work, because the code is tied to the original attempt. Keep the page for that login attempt open while checking email; if you restart the login flow, request and use a code for the new attempt instead. Check the sender and subject specified in GOG’s guidance rather than assuming that a missing code means the account itself is inaccessible.
If codes repeatedly land in spam, the allowlist step may help future messages reach the inbox. If no message arrives, GOG’s documented next steps are to request a new code, wait 30 minutes, and retry; if it is still unresolved, contact support rather than treating an old code as reusable.
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Use a GALAXY error code to choose the next step
GOG’s error index separates several failure categories. The code can direct you to relevant guidance, but its label is not proof that every computer showing it has the same root cause. Use the exact code as a branch to the matching instructions, and retain the surrounding error text and context.
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| Code | Category identified by GOG | How to proceed |
|---|---|---|
| E1 | Corruption in the local game copy | Use the error-specific guidance and consider Verify / Repair for the affected GOG game. |
| E3 | Failure to connect to GOG.com servers | Follow the E3 guidance rather than treating it as a local game-file error. |
| E4 | Disk access | Use the instructions for the disk-access error shown by GALAXY. |
| E8 | Insufficient disk space | Follow the error-specific instructions for the space condition. |
| E9 | Unknown server error | See the E9 guidance below; contact support if the problem persists. |
The categories are useful for sorting the next action: E1 concerns the local game copy, E3 concerns connecting to GOG.com servers, E4 concerns disk access, and E8 concerns insufficient disk space. They are not interchangeable. For example, a connection category calls for the connection-specific instructions, while a disk-space category is not evidence that Verify / Repair is the solution. Use the support index entry for the code you actually see, since the index distinguishes more than one kind of failure.
Installation failed (E9) or update failed (E9)
GOG describes E9 as an unexpected server response. That can indicate a communication problem between the client and server, but the code alone does not establish a single cause. Follow GOG’s E9-specific instructions. If the error continues, contact GOG Support with the code and the circumstances in which it appears.
For other codes, use the matching entry in GOG’s error index. A code such as E4 or E8 points to a different category from E1; applying a file-repair step to every error can waste time or miss the relevant issue. If an install or update failed, tell support whether the code appeared during installation or while updating. This small detail keeps the report tied to the operation that failed.
Apply special-case fixes only when the message matches
“GOG GALAXY is already running on another account on this computer”
Use this workaround only if GALAXY displays that exact message and the application is not actually running in the background. GOG’s instructions are to delete the lock file below and restart GALAXY:
C:ProgramDataGOG.comGalaxylock-filesGalaxyClient.exe.lockDo not delete this file as a general remedy for unrelated startup failures. If GALAXY is running, the condition described by the message may be real; the workaround is for the case where the client is not running but the message still appears. First verify that the exact message is present and that the client is not running in the background. If either condition is different, this specific lock-file instruction does not match the reported problem.
GWENT “NOT CONNECTED” in GALAXY
GOG’s connection steps are specific to GWENT’s “NOT CONNECTED” error. Try them in sequence:
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- Fully exit GOG GALAXY and reopen it.
- Sign in at playgwent.com.
- Restart GALAXY.
- If the error remains, allowlist the GALAXY installation folder and
C:ProgramDataGOG.COMin your firewall or antivirus software, following the software’s own instructions.
Do not treat these game-specific connection steps as a universal fix for other games or for account sign-in problems. The sequence is relevant when GWENT itself shows the named connection error in GALAXY; a different game’s connection message should be matched against its own guidance. The allowlisting step also names two specific locations for this GWENT case, so it should not be generalized into adding arbitrary folders for unrelated issues.
Contact GOG Support with useful diagnostics
If the applicable steps do not resolve the issue, open a support request and select the correct operating system. GOG’s technical troubleshooting guidance asks for a system report describing the computer’s technical specifications and provides separate instructions for Windows, macOS, and Linux. Use the operating-system-specific instructions rather than assuming one report procedure applies to every computer.
- Record the exact error text or code, the affected game or GALAXY function, and whether the failure occurs during launch, sign-in, installation, or update.
- Follow GOG’s system-report instructions for your operating system.
- Review the report before attaching it. GOG warns that it may contain personal information, including the computer’s name; remove details you do not want to share.
- Attach the reviewed report to your support request. GOG’s GALAXY support section also points users to its community if they need help.
Providing the actual message and the point at which it appears helps keep an account problem, a game-file issue, and a server or disk error from being conflated. Include what you already tried—such as Verify / Repair, the relevant sign-in checks, or the matching error-code guidance—so the next step can build on the troubleshooting already completed.
Reviewing the system report is important even when you are seeking technical help. GOG says the report describes technical specifications but may also include personal information, such as the computer name. Inspect it and remove personal details you do not want to share before attaching it. If you need help after the official steps, GOG directs users to Support or its community; for a technical support case, include the report only after checking it.
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Use this short recap to return to the right branch without repeating every step:
- One GOG game will not launch and corruption is plausible: Select the game in GALAXY and run Manage installation → Verify / Repair.
- The sign-in page says “User not found”: Check other email addresses or aliases and their account-creation confirmation messages.
- Credentials seem correct but website sign-in fails: Clear browser cache and cookies, reload, try another browser without add-ons, and check whether security software blocks GOG.COM.
- The two-step email is missing: Check spam for the specified subject and sender, request a new code, keep the login window open, and wait 30 minutes before retrying if needed.
- An installation or update gives a code: Use the entry for that code; E1, E3, E4, E8, and E9 refer to distinct categories.
- The exact “already running on another account” message appears, but GALAXY is not running: Use the lock-file workaround only for that condition.
- GWENT shows “NOT CONNECTED” in GALAXY: Follow the GWENT-specific exit, website sign-in, restart, and allowlisting sequence.
If none of these branches fits, avoid borrowing a fix from a superficially similar symptom. Preserve the exact message and send a support request with a reviewed system report. That is more useful than applying an unrelated workaround or changing several unrelated settings at once.
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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, and choose Manage installation → Verify / Repair. GALAXY compares local files with the versions hosted by GOG and redownloads discrepancies. This applies to GOG games; use the repair feature of another platform for games installed there.
What should I do if GOG says “User not found”?
Check other email addresses or aliases you may have used for the account and look for the account-creation confirmation in those inboxes. If the password is forgotten, use GOG’s account recovery process.
Why did my GOG two-step authentication code not arrive?
Check spam for a message titled “Two-step authentication” from a GOG sender address. Request a new code if needed, keep the login window open, and enter the code for that specific attempt. GOG advises waiting 30 minutes and retrying if necessary, then contacting support if the problem remains.
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1Clear out junk files and repair common Windows errors2Fix the driver behind crashes, sound loss and screen glitches3Repair Windows errors before they cause bigger problemsCan I use the lock-file workaround for any GALAXY startup error?
No. It is for the exact message “GOG GALAXY is already running on another account on this computer” when GALAXY is not actually running in the background. For that condition, GOG instructs users to delete the specified lock file and restart the app.
What does GOG GALAXY error E9 mean?
GOG describes E9 as an unknown server error involving an unexpected server response, which can suggest a client/server communication problem. Follow GOG’s E9-specific guidance and contact support if the error persists.
What should I send GOG Support for a technical problem?
Select the right operating system and follow GOG’s instructions to create a system report. Review it before attaching it because it may include personal information such as the computer name. Include the exact error text or code and where it occurs.
The Bottom Line
Match the failure to its actual symptom before choosing a fix: repair GOG game files with Verify / Repair, troubleshoot account and two-step access through GOG’s sign-in steps, and use the guidance for the exact GALAXY error code. Reserve the lock-file and GWENT connection procedures for their precise messages. If the issue persists, contact GOG Support with the error details and a system report you have reviewed for personal information.
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