Some of our games may require an online connection for updates, multiplayer/online features.
If you encounter connection issues, latency or similar struggles, here is a guide to help you out.
Game Client Server Status
Check the server status of your client. You can do so by visiting the following links:
System updates and time
As always, it is best practice to keep your system drivers up to date. This also includes graphic drivers.
Outdated drivers can potentially lead to higher processing times and therefore block the connection.
You might also want to check your system clock. It should be set to synchronise automatically.
Game Client updates
Ensure that your game client has all necessary updates installed. This also applies to the game itself.
Modem or Router
Restarting your modem or router can refresh and improve the online connection.
Generally these steps do the trick:
- Unplug your modem/router power cable.
- After 5 minutes, plug the cable in again to turn the device back on.
- Wait for all lights on the Modem/router to normalize.
Wi-Fi connections
Wireless connections are typically influenced by different outside factors, like other Wi-Fi connections, electrical devices and channels.
To rule out your wireless connection as potential cause, please try to connect your device through an ethernet cable (if possible) and check if the situation improves.
VPN and Proxy settings
Depending on the settings, VPN or Proxy settings could prevent the online connection from being established.
It is best to turn these connections off and restart your game client.
General Network settings
Like with a VPN or Proxy connection, a network can have specific settings. For example limited download connections, Port and IP address settings.
Should you have made any changes to your network, please reverse these and check if the online features are accessible to you.
Antivirus
Sometimes antivirus settings can prevent the game to go online. Most commonly this happens after an update to the game or the antivirus itself.
It is best to make sure that both your game client and the game are set as exclusion. For detailed steps, please contact the support of your antivirus provider.
For Windows 11, please find the steps below:
- Click on Start and open the Settings
- Select Privacy & Security and go to Windows Security
- Click on Virus & threat protection
- Under Virus & threat protection settings, click on Manage Settings
- Scroll down to Exclusions and click on Add or remove exclusions
- Then click on Add an exclusion
Firewalls
Similar to your antivirus program, a firewall might interfere with online connections. If you have additional firewall programs installed, it is recommend to check the settings and make sure that both your game client and game are allowed through.
Please note: If you are using restricted networks such as those commonly found in companies, schools, or universities, you may need to contact the network administrator for help.
In addition to the firewall settings on your PC, you might want to check the settings of your modem or router.
We would recommend to contact your ISP for the specific steps on how to add exclusions.
For Windows 11, please find the steps below:
- Click on Start and search for Windows Defender Firewall and open it
- Go to the Advanced Settings in the menu on the left
- The following steps should be applied to both Inbound Rules and Outbound Rules
- Click on Inbound/ Outbound Rules on the left, then select New Rule on the right
- Under Rule Type, choose Custom
- Next to Services, click Customize