Why do I get disconnected all the time?
I keep dropping out of my game.
Why am I losing my connection to the game?
I can't connect to the server.
Launcher won't start.
Launcher times out.
The following steps may help increase your computers performance and reduce graphics issues. Sometimes lag, connectivity and graphics card issues can look quite similar, so make sure your check out our other troubleshooting guides if these steps don't resolve your issues.
If you're having difficulties with your connection on PlayStation or Xbox, we have a few troubleshooting suggestions. PlayStation and Xbox also have detailed troubleshooting guides to help you:
Restart your modem and router
Your modem and router allow you to access the Internet. If you are disconnecting from game you may want to restart your modem and router (if you have one). If you don't know how to restart your modem you may want to contact your Internet Service Provider for the official way to reset it.
Restart your computer
Restarting cleans out your computer's memory and restarts its drivers. This often fixes problems.
Check your anti-virus software
Anti-virus software scans use the same resources that our games need to play smoothly. Schedule your antivirus scans for when you're not using your computer to avoid a potential conflict between the scan and you enjoying your games.
Check your wireless connection
If you use a wireless connection check your strength or consider using a wired Ethernet connection. Your Wireless signal loses strength as you get farther away from the source, especially indoors, where walls get in the way. Moving your computer closer to the router (or vice versa) might improve your signal.
Adjust your firewall and router settings
Your router's TCP ports 80 and 443 need to be open for your computer communicate with any of our game servers. They are open by default on most computers.
Check our port configuration page for what other ports your game needs to have open.
If you need help configuring a firewall or router, contact your software or equipment manufacturer, or your internet service provider.
Run the En Masse Entertainment diagnostic tool
Flushing your DNS or updating your firmware can also help with connectivity issues. We explore a few other options in our Advanced Troubleshooting: Connectivity and Lag issues.
Take notes and contact us
Troubleshooting random disconnections can be difficult. If you continue to have problems, keep track of what was going on when you got disconnected. If you're repeatedly disconnected when you do the same thing in game (sell an item, complete a quest, and so on) or out of game ([Alt-Tab] to a different program, etc), please take notes and screenshots where possible, and contact us.
Information that can be useful includes:
- What you've already tried (checked for connection settings, restarted etc).
- What character, class and race does it happen to?
- Does this issue happen in the open world or in a dungeon (and if so, what dungeons does it occur it?).
- Does it happen with specific bosses?
- Does it happen at a specific time of day?
- Does it happen when you use a specific skill?
- How many people are in your party when this happens?