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[GH-ISSUE #989] [Game Support]: ヘブンバーンズレッド (Heaven Burns Red) fails at startup #506

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opened 2026-03-03 18:58:26 +03:00 by kerem · 6 comments

kerem commented

2026-03-03 18:58:26 +03:00

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Originally created by @fro0116 on GitHub (Jun 8, 2023).
Original GitHub issue: https://github.com/PlayCover/PlayCover/issues/989

App Store link

https://apps.apple.com/jp/app/%E3%83%98%E3%83%96%E3%83%B3%E3%83%90%E3%83%BC%E3%83%B3%E3%82%BA%E3%83%AC%E3%83%83%E3%83%89/id1576831351?l=en&uo=4

Current issues

Game fails to install
Game fails to open
Game crashes randomly during gameplay
Game does not work with keymapping
Game experiences graphical issues or broken UI
Game fails to connect to servers or complete download

More details

Hi there! I tried Heaven Burns Red on the latest PlayCover nightly (Version 3.0.0 (381)), and have not been able to get past this screen at startup:
Screenshot 2023-06-07 at 2 00 39 PM
It roughly translates to:

Failed to authenticate. Please contact customer support.

Here's a list of things I've tried so far:

Following instructions here to disable SIP and change nvram settings.
Enable PlayChain and Jailbreak Bypass
Remove PlayTools

None of them have had any effect so far.

Let me know how I could help debug and provide more information. Thanks!

Crash log

N/A. Not crashing, just not able to successfully load the game.

Issue Language

Yes my issue is written in English

Originally created by @fro0116 on GitHub (Jun 8, 2023). Original GitHub issue: https://github.com/PlayCover/PlayCover/issues/989 ### App Store link https://apps.apple.com/jp/app/%E3%83%98%E3%83%96%E3%83%B3%E3%83%90%E3%83%BC%E3%83%B3%E3%82%BA%E3%83%AC%E3%83%83%E3%83%89/id1576831351?l=en&uo=4 ### Current issues - [ ] Game fails to install - [X] Game fails to open - [ ] Game crashes randomly during gameplay - [ ] Game does not work with keymapping - [ ] Game experiences graphical issues or broken UI - [X] Game fails to connect to servers or complete download ### More details Hi there! I tried Heaven Burns Red on the latest PlayCover nightly (Version 3.0.0 (381)), and have not been able to get past this screen at startup: <img width="1452" alt="Screenshot 2023-06-07 at 2 00 39 PM" src="https://github.com/PlayCover/PlayCover/assets/18626656/bfab88e2-2d82-47c5-a909-e6f68f8350a9"> It roughly translates to: > Failed to authenticate. Please contact customer support. Here's a list of things I've tried so far: - Following instructions [here](https://docs.playcover.io/getting_started/troubleshoot_login) to disable SIP and change nvram settings. - Enable PlayChain and Jailbreak Bypass - Remove PlayTools None of them have had any effect so far. Let me know how I could help debug and provide more information. Thanks! ### Crash log ```shell N/A. Not crashing, just not able to successfully load the game. ``` ### Issue Language - [X] Yes my issue is written in English

kerem added the

game-support

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2026-03-03 18:58:26 +03:00

kerem commented

2026-03-03 18:58:27 +03:00

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@TWT233 commented on GitHub (Aug 30, 2023):

reproduced here, PlayCover Version 2.0.5 (291)

@TWT233 commented on GitHub (Aug 30, 2023): reproduced here, PlayCover Version 2.0.5 (291)

kerem commented

2026-03-03 18:58:27 +03:00

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@porea commented on GitHub (Sep 2, 2023):

same issue on 3.0.0 beta

@porea commented on GitHub (Sep 2, 2023): same issue on 3.0.0 beta

kerem commented

2026-03-03 18:58:27 +03:00

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@hcy1251 commented on GitHub (Sep 8, 2023):

Still having the same issue here, version: 3.7.0

@hcy1251 commented on GitHub (Sep 8, 2023): Still having the same issue here, version: 3.7.0

kerem commented

2026-03-03 18:58:27 +03:00

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@metcalsr28 commented on GitHub (Mar 22, 2024):

Still an issue on the latest nightly build.
Bit of translation:

At launch a screen appears informing you that they would like to start collecting tracking data, but that you will still be able to play normally should you refuse.
Next you're taken to a screen where you are asked to agree to their terms of service
After you click on the big pink 'agree' button, a message appears (the one in the image above) informing you that 'verification has failed' and to 'contact customer support with any questions.'

Hope this helps if only a little.

@metcalsr28 commented on GitHub (Mar 22, 2024): Still an issue on the latest nightly build. Bit of translation: - At launch a screen appears informing you that they would like to start collecting tracking data, but that you will still be able to play normally should you refuse. - Next you're taken to a screen where you are asked to agree to their terms of service - After you click on the big pink 'agree' button, a message appears (the one in the image above) informing you that 'verification has failed' and to 'contact customer support with any questions.' Hope this helps if only a little.

kerem commented

2026-03-03 18:58:27 +03:00

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@metcalsr28 commented on GitHub (Mar 27, 2024):

Here's some Taiwanese players discussing being able to play the game with SIP and AMFI turned off. I'll experiment around a bit more with it tomorrow.

@metcalsr28 commented on GitHub (Mar 27, 2024): [Here's some Taiwanese players discussing being able to play the game with SIP and AMFI turned off.](https://forum.gamer.com.tw/C.php?bsn=37697&snA=822) I'll experiment around a bit more with it tomorrow.

kerem commented

2026-03-03 18:58:28 +03:00

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@KadokawaJP commented on GitHub (Apr 5, 2024):

I have SIP turned off and no playtools installed, it runs but has problems with display and touch.

@KadokawaJP commented on GitHub (Apr 5, 2024): I have SIP turned off and no playtools installed, it runs but has problems with display and touch.