Common issuess
Revision as of 09:52, 11 July 2018 Created page with "== 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 web..." | Revision as of 09:53, 11 July 2018 | |||
Line 87: | Line 87: | |||
* crash_dumps (folder) | * crash_dumps (folder) | |||
* preferences.xml | * preferences.xml | |||
? | You can find them at windows: AppData\Roaming\The Creative Assembly\Arena | + | ** 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 | * 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 | * Screenshots with occurred errors/crashes |
Revision as of 09:53, 11 July 2018
Contents
- 1 Common technical issues
- 1.1 Untrusted system file (c:Windows\system32)
- 1.2 Failed to connect to the profile server
- 1.3 Failed to authenticate
- 1.4 In game crash
- 1.5 Game Center Install problems
- 1.6 Error - Unable to: process / run application
- 1.7 Error - Unable to process application / download the update / connect to update server / install
- 1.8 Error - Game files not found or damaged
- 1.9 Error - Game is not registered in Game Center
- 1.10 Error - Unable to process application files
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:
- WGCheck report ( https://eu.wargaming.net/support/kb/articles/596 ) (Choosing TW:A, of course).
- Time at which the crash happens.
- Archived (.zip) 'logs' folder.
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
- Launch Game Center as an Administrator.
- Verify access rights to the folder where Game Center has been installed.
- I tried everything and the issue persists - what now?
- Submit a ticket to Support:
- 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.