Disconnections while playing on Windows

If your connection is only poor on our site or has been a long-term recurring connection issue, it is possible it is revealing a connection stability issue that may not be evident on other sites and applications. To assist you in trying to isolate and resolve this issue and will require some 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 i.e. the company name that provides your internet service)
  • Router/Modem (i.e D-Link DI-624, Linksys WRTG54GS, etc.)

We will also require 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 accomplish 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 will be saved 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 NetworkStatusReport.log, NetworkStatusReport or NetworkStatus.txt then copy and paste it to your desktop.

Next, go to the lobby again, then:

Help → Log Files → ZIP & SAVE

Save the file to your desktop (you may have to navigate to the desktop as the default location for this file is our software's settings folder).

Select the NSR and ZIP file located on your desktop and send them to us via our software, mobile app, or website.

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


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