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Disconnections while playing on Windows

Connection issues to our servers can point to a connection stability issue. This can be the case, even if you do not experience the same on other sites and applications. To investigate further, we need information about your system and connection.

  • Operating System (i.e. Windows Vista, 10, etc.)
  • Computer Processor (i.e. Pentium 4, 2.4 GHz, etc.)
  • System RAM (i.e. 512 MB, 1 GB, 2 GB, etc.)
  • Connection Type (i.e. dial-up, Cable, DSL, Satellite, etc.)
  • ISP (Internet Service Provider)
  • Router/Modem (i.e D-Link DI-624, Linksys WRTG54GS, etc.)

We will also need log files and a Network Status Report (NSR) from our software. It is best to run the NSR when you lose connectivity to the site.

To save and send this report to us, please elevate our program to the Administrator level. To do this, you will need to right-click on our software's shortcut and select Run as Administrator. If you do not see this option it means that your windows account is not an Administrator account. In this case, you will need to get the Administrator to log into the computer for you.

Once the program has loaded go to: Help → Show Network Status → Report

The report saves to our software's settings folder.

To send this report and your log files from our software's lobby, go to Help → Open My Settings Folder

Locate the file then copy and paste it to your desktop. The file name will be NetworkStatusReport.log, NetworkStatusReport, or NetworkStatus.txt.

Next, go to the lobby again, then:

Help → Log Files → ZIP & SAVE

Save the file to your desktop. The default location for this file is our software's settings folder, so change it to the desktop.

Select the NSR and ZIP file located on your desktop and send them to us via our software, mobile app, or website. The log files will be overwritten after 48 hours, so please send them as soon as you can.

You can also watch this video for step by step instructions.


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