Resolve Technical Issues With The Diagnostic Tool

If a technical issue is blocking you from installing, patching, or playing an En Masse game the first step to troubleshooting is to run the EME Diagnostic tool (EMEDiag.exe). The diagnostic program will perform several checks on your computer and create a comprehensive report that our support team can use to assist you in resolving technical issues.

How Do I Run The Diagnostic Tool?

Running the diagnostic program couldn't be simpler!

  1. Access the launcher's tools and select "Test Computer" or double click on EMEDiag.exe in your game installation folder.
    TERA's default install location is C:\Users\Public\Games\En Masse Entertainment\TERA.
    AVA's default install location is C:\Users\Public\Games\En Masse Entertainment\Launcher.
    Closers default install location is C:\Users\Public\Games\En Masse Entertainment\Launcher.
    Kritika's default install location is C:\Users\Public\Games\En Masse Entertainment\Launcher.
    Steam users can locate the diagnostic by entering their Steam game library. From there, right-click on the game name, click Properties, then click Local Files. This will open the game's installation folder, and the EMEDiag.exe will be found there.
  2. The EME Diagnostic Tool will automatically run when it is opened.
  3. The EME Diagnostic Tool will automatically create a file on your desktop called TERA-Diagnostic.txt or EME-Diagnostic.txt.
  4. Attach this file to your support ticket or chat

What Does The Diagnostic Tool Do?

The EME Diagnostic tool runs tests and provides information on several areas of your computer. These tests are presented in the order that they are run.

 

The Diagnostic Tool Checks Your Internet Connectivity

We look to see if your computer can connect to the following locations:

 

  • Connect to Google on Port 80: Port 80 is the standard port for accessing webpages. We connect to Google because it is one of the most stable websites on the internet. If you fail here it means your internet connection might be down, or in an extremely rare case, Google is down.
  • Connect to Google on port 443: Same reason as above, but port 443 is the standard port for secure webpages.
  • Connect to En Masse on Port 80: If you pass Google but fail here it means our website more than likely is down.
  • Connect to En Masse on Port 443: Similar to the previous test, if you pass all others but fail here our website is likely down.

The Diagnostic Tool Lists Your Network Adapters

We run the ipconfig /all command which provides information on your computer's network adapters, IP address, and helps us troubleshoot network issues you may be experiencing.

The Diagnostic Tool Lists Your Open Network Connections

The netstat command lists all of your open connections at the time the diagnostic tool was run. Too many open connections, browser windows, music/video players, etc. can result in poor performance while playing or game crashes. 

The Diagnostic Tool Lists Your Computer's Hardware

The dxdiag command lists all of your computer's hardware information, and which operating system you use. This includes but not limited to: system memory (RAM), video card, sound card, processor speed, hard drive size, and driver dates. This is crucial in determining whether or not you meet minimum system requirements to play. Additionally, it helps us determine when your drivers were last updated, and which windows update you are on.

Out of date drivers can cause technical issues and game crashes. Update your video drivers to improve performance.

The Diagnostic Tool Lists Your Computer's Running Processes

This gives us a list of each program that was open when you ran the diagnostic tool. This helps us identify any programs that could cause your computer to slow down, or conflict with the game. For example, some antivirus and firewalls will prevent you from connecting. Too many running processes may also slow down your computer to the point where you cannot keep a connection to the game.

Knowing what's running can help us determine which background applications may cause technical issues. You can also close background applications to improve performance.

The Diagnostic Tool Lists Your Public IP Address

This helps us determine where you are connecting from, and whether or not your IP has been blocked. More information can be found here about blocked IP addresses.

The Diagnostic Tool Lists Programs You've Installed Or Downloaded

We dump a list of your registry keys. Let's talk about what it doesn't mean first. It does not mean we list what webpages you've been to. Instead, it lists information about what you have installed or downloaded to your computer. There are software conflicts that can occur between programs you've installed and our game which can lead to poor performance or game crashes. Listing this information helps us determine if you have something on your computer that causes the game to fail. It's worth repeating, none of this information is shared. If you do not want us to know it you can delete it. We don't recommend that as it may prevent us from isolating technical issues, but we respect your right to privacy.