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Common issuess

Common issuess

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Common technical issues

Untrusted system file (c:Windows\system32)

This issue is related to Easy Anti-Cheat to learn more about this issue you can visit this website https://www.easy.ac/en-us/support/twa/issues/guide/


Failed to connect to the profile server

To fix this issue you need to check if you can correctly connect to the game: Verify the following ports are open in your firewall, anti-virus or router:

  • 80 TCP and UDP.
  • 443 TCP and UDP.
  • 5222 TCP and UDP.
  • 55563 UDP.
  • 55511 TCP.

If you have issues with checking this alone you can always contact wargaming’s support team here: https://eu.wargaming.net/support/en/products/twa/help/

Failed to authenticate

The errors you are receiving are indicative of the fact that the server thinks the account is already online. This is a known and ongoing issue, which is under investigation by Creative Assembly.

Wargaming has now initiated a process to 'kick' the account from the servers on their end. Theoretically, this means on your next login attempt (after at least 2 hours from now) you should be able to connect normally.

This is also something you might be able to enforce on your end in the future, by deleting two files: 1) use WIN+R key combination, then type: %APPDATA%\The Creative Assembly\Arena\auth There's a single file inside this folder, delete it. 2) use WIN+R key combination, then type: %appdata%\Wargaming.net\GameCenter There's a single file inside this folder, delete it.


In game crash

If you encounter a game crash after a new patch, please send Wargaming’s support team the following information to help them investigate it:

The logs folder can be found by pressing the WIN+R keys at the same time and pasting the following line into the Run windows: AppData\Roaming\The Creative Assembly\Arena

When you will collect all files that are needed to help in removing this issue please contact wargaming’s support here: https://eu.wargaming.net/support/pl/products/twa/help/


Game Center Install problems

Error - Unable to create: folder, file, shortcut

  • Launch Game Center as an Administrator.
  • Verify there's more than 300MB free space in your Hard Drive.
  • Verify availability and access rights to the folder where Game Center is installed.
  • Check antivirus restrictions for Game Center.
  • Restart your computer to clear the temporary files and active processes.


Error - Unable to: process / run application

  • Launch Game Center as an Administrator.
  • Verify availability and access rights to the folder where Game Center has been installed.
  • Check antivirus restrictions for Game Center.
  • Restart your computer to clear the temporary files and active processes.
  • Remove all Game Center files from your Computer and reinstall.

Error - Unable to process application / download the update / connect to update server / install

  • Launch Game Center as an Administrator.
  • Verify availability and access rights to the folder where Game Center has been installed.
  • Check antivirus restrictions.
  • Check the Internet connection.
  • Restart your computer to clear the temporary files and active processes.
  • Remove the game files from your system and reinstall.

Error - Game files not found or damaged

  • Go to Game tab > Settings > Check and Repair the game
  • With the installation and upgrade to the Game Center, there are two main types of problems: local and network.

Error - Game is not registered in Game Center

  • Game files are probably damaged. Import the game.
  • Error - Game files are used by another process.
  • The game process may be open. Close the game and try again later.

Error - Unable to process application files

  1. Launch Game Center as an Administrator.
  2. Verify access rights to the folder where Game Center has been installed.
  3. I tried everything and the issue persists - what now?
  4. Submit a ticket to Support:
  1. Include the following information:
  • Short and easy to understand problem description
  • Game Center logs, crash dumps, preferences.xml (default path: C:\ProgramData\Wargaming.net\GameCenter):
  • logs (folder)
  • crash_dumps (folder)
  • preferences.xml
    • You can find them at windows: AppData\Roaming\The Creative Assembly\Arena
  • Run the Game Center installer through the command line with the following parameter: wargaming_game_center_install_eu.exe /LOG=./installerlog.txt installerlog.txt will be created in the same folder as file wargaming_game_center_install_eu.exe
  • Screenshots with occurred errors/crashes
  • Dxdiag.txt (Start –> Command line -> dxdiag -> save as username_dxdiag.txt)
  • In the case when firewall/antivirus blocks Game Center, information about firewall/antivirus version has to be attached.
  • In case of download/connection speed issues:
  • Launch cmd.exe as administrator.
    • Execute the following command:
    • NETSTAT.EXE -able >> C:\netstat.log
    • Wait 1-5 seconds and press Clrt+C.
    • Repeat steps 2 and 3 several times to gather mo data
    • Bulleted list item
    • Attach C:\ netstat.log file.

Common game issues

Aside from the first "bug", the following list will be updated with each patch.

Seeing an enemy with the same colour as you

This is not a bug, but an ability: Arminius' T5 ability, Infiltration, allow his units to disguise themselves as the enemy.