On your WebIG home it is the 
Support icon
You can try to navigate to "unpack" sub-directory of your client installation, delete all files inside and try to patch again. However not sure if it will work while it does not ask for patch and just crash on character screen. Another option is to try clean installation again and if patch fails, then you can remove unpack files and try re-patch.
But better consult the problem with support.
Support iconYou can try to navigate to "unpack" sub-directory of your client installation, delete all files inside and try to patch again. However not sure if it will work while it does not ask for patch and just crash on character screen. Another option is to try clean installation again and if patch fails, then you can remove unpack files and try re-patch.
But better consult the problem with support.