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Common issuess

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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

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.