Technical FAQ

Discussion in 'FAQs and Tutorials' started by DSO Community Admin, Apr 3, 2015.

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  1. DSO Community Admin

    DSO Community Admin S-Moderator Team Drakensang Online

    Common Technical Issues and Solutions
    This Post will discuss issues related to problems playing the game. (Windows PC only)

    1. If you are unable to get into the game to play due to Server Issues:
    • Game screen goes black or white.
    • If loading bars go on briefly, then stop and screen stops loading
    • If loading bars continue for more than a few minutes
    • If you are playing and lose access
    In these cases the suggested solution is as follows:
    1. Wait ten minutes and try to log in again. Servers may be down for updates or still booting up.
    2. Check Official Announcements for news about current issues.
    3. Note all error messages and what exactly is happening and Submit a Support Ticket, ensuring you write at least 140 characters as a description of the problem.
    2. If your gameplay is impaired due to issues with the Game:
    • You receive a Java related Error Message
    • You receive a Nebula 3 error message
    • Skills do not seem to work but immediately go into cooldown
    • You experience display errors
    • Buttons do not work properly
    • You cannot register for ranked PvP
    • Any other issues related to the game interface
    In these cases the suggested solution is to follow all the steps below:
    1. Check System Requirements against your computer specifications
    2. Clean the DSO Client Folder (always do this with any technical problem)
    3. Try Updating your display drivers
    4. Clear Java Cache
    5. Ensure Java is correctly Set up
    6. Use Windows Disk Cleanup (From your windows menu. Click 'Accessories,' then 'System Tools')
    7. Perform Browser cache and Registry cleanup
    8. Flush the DNS
    9. Set your Graphics card to Highest Performance rather than Quality or Balanced
    10. Set your Advanced System Settings to optimization for maximum performance
      In System, go to Advanced System Settings and Performance/Visual Settings and change the option to "optimize for maximum performance"
    11. Defragment your Disk Drives
    12. Reboot your computer and try again
    3. If you are Unable to access the game
    1. Try accessing with your firewall and virus protection programs temporarily turned off. Many of them have a brief interrupt mode. Be sure to turn them on again afterwards. If you can access the game with any of these turned off, you will continue to play even after they are turned back on. You will, though, probably have to disable the offending program thereafter in order to play.
    4. If you are Unable to receive new daily challenges
    1. Try ensuring that the time of machine is set correctly - in the correct Time Zone and in Date and Time, synch your system time with one of the time servers.
    5. If you still have issues, you may try Getting Help on the Forum
    1. Use Search to see if others are having problems similar to yours
    2. Post your situation, including what you have already tried, the exact error message, and what is happening when you try to access the game in Technical Questions, Problems, Bugs, & Content Errors
    3. Please Submit a Support Ticket if you are unable to find your answers on the Forum after waiting a day or two.
     
    Last edited: Apr 3, 2015
    Darwarren likes this.
  2. DSO Community Admin

    DSO Community Admin S-Moderator Team Drakensang Online

    Minimum System Requirements

    The following are minimum system requirements in order to play Drakensang Online:

    The new requirements are as follows:

    Windows

    • CPU: Dual-Core processor running at 1.6 GHz *1
    • RAM: 1.5 GB (Windows XP) or 2 GB (Windows Vista or newer)
    • GPU: 512 MB VRAM, DirectX 10 and Shader Model 3 (Radeon HD 2000 series, GeForce 8000 series or Intel HD Graphics)
    • Sound: DirectX 9 compatible soundcard
    • OS: WinXP or newer
    • Browser: Internet Explorer with Java plug-in enabled
    • HDD space: 2 GB
    • Other: Internet connection (minimum. 6Mbit)
    *1 Can run successfully on some high-end single core systems
    Mac
    • OS X v10.11 (El Capitan) or later
    • 2GB of memory
    • Intel HD Graphics 4000
     
    Last edited by moderator: Mar 9, 2017
  3. DSO Community Admin

    DSO Community Admin S-Moderator Team Drakensang Online

    Thin Client
    The Drakensang Thin Client Installer is a very small and very simple to use client

    1. Go to Drakensang Online Community Download section
    2. Read and Accept the User Agreement
    3. Click on Download
    4. After the client installation program is downloaded, run it and follow its dialog screens.
    Note: make sure you are running the client as an administrator.
     
    Last edited: Dec 19, 2016
  4. DSO Community Admin

    DSO Community Admin S-Moderator Team Drakensang Online

    Firewall and Antivirus settings; Log and Dump Files

    The following settings are recommended to ensure that the game functions normally and you have proper access to game servers.
    Also whenever a problem with your access to the game is investigated from the support, they may request you to provide copy to the game log and any crash dump files.


    Firewall settings
    Make sure these remote addresses and ports are NOT blocked via your Router or PC's Firewall:
    • Ports: 2190, 32303, 30582, 30330, 31886, 30611, 9338, and 80
    • Remote addresses: *.bigpoint.net
    Antivirus settings
    In order to ensure best game performance you may wish to disable scanning of your DSOClient (found in TEMP) and Drakensang Online folders (found in Program Files) via your Antivirus. This might also prevent crashing during your game play and can solve some lag related problems.

    Log files
    Also, it would be VERY helpful if you can provide the client log file.
    1. Press Start button
    2. Select Run/Search
    3. Write
      If you are using Windows XP, the path above should be %temp%\DSOClient\dlcache\logfiles
    4. Press OK button or hit Enter from your keyboard
    5. In this folder, you should see a file named DSOClient.log.
    6. You can open it in a notepad or any other text editor. Only the last ~100 lines are important.
    Dump files
    If you experience a crash, we also need the Dump (*.dmp) file in order to investigate the issue. You can find it in

    If you are using Windows XP this path would be %temp%\DSOClient\

    It will tell us exactly what happened before an exception was thrown and other useful information that will help us investigate the issue.
     
    Last edited: Dec 19, 2016
  5. DSO Community Admin

    DSO Community Admin S-Moderator Team Drakensang Online

    Browser cache and Registry cleanup

    Browser cache
    Every web browser stores a cache of the websites you visit (e.g. HTML pages, images) to reduce bandwidth usage and server load. This is called the browser's cache.

    Clearing it occasionally can free up space on your computers hard drive if it's running low.

    Note that for most browsers you could display the Clear browsing data interface by pressing together Ctrl+Shift+Del buttons from your keyboard.
    From that interface you need to ensure that maximum period possible is selected and that cache is cleared.
    Since every browser is different, the following sections will outline in more details the steps involved in clearing the cache for some popular web browsers.


    Windows Registry
    The windows registry is a really huge database with thousands of entries. This database contains settings of the programs and hardware drivers you are using on your computer.
    If you are encountering unexplained errors or your computer crashes or freezes often then you might need to repair your registry.

    As correcting system settings and tweaking the Windows registry can be a dangerous task, it is recommended that you use specialized software for it.

    A registry cleaner such as Piriform CCleaner or IObit Advanced System Care, both of which are free to download and use from their respective sites is recommended.

    NOTE: it is not recommended that you use CCleaner, or any other non-Windows application, to edit your computer's registry if you are running Windows 10, as this can cause crucial entries to be lost, resulting in frequent system freezing.
     
    Last edited by moderator: Sep 1, 2017
  6. DSO Community Admin

    DSO Community Admin S-Moderator Team Drakensang Online

    Clearing the Java Cache (IE issue)

    Clearing the Java Plug-in cache forces the browser to load the latest versions of web pages and programs.

    To clear the Java Plug-in cache:

    1. Click Start > Control Panel
    2. If you do not see a Java icon, in Control Panel's search area type "Java"
    3. Double-click the Java icon in the Control Panel.
    4. The Java Control Panel appears.
    5. Click Settings under Temporary Internet Files. The Temporary Files Settings dialog box appears.
    6. Click Delete Files. The Delete Temporary Files dialog box appears.
    7. Click OK on Delete Temporary Files window. Note: This deletes all the Downloaded Applications and Applets from the cache.
    8. Click OK on Temporary Files Settings window.
      Note: If you want to delete a specific application and applet from the cache, click on View Application and View Applet options respectively.
     
    Last edited: Dec 19, 2016
  7. DSO Community Admin

    DSO Community Admin S-Moderator Team Drakensang Online

    Clearing the Temp / DSO Cache

    Sometimes game files can become corrupted and prevent you from playing normally.
    One way to address this is to clear your DSOClient folder from time to time to keep the files fresh.

    You can find the DSOCleint folder in path

    User > AppData > Local > Temp > DSOClient

    To clear and refresh the contents of this folder do the following

    1. Press Start button
    2. Select Run/Search
    3. Write
      If you are using Windows XP, the path above should be %temp%\DSOClient
    4. Press OK button or hit Enter from your keyboard
    5. Select all files and delete them
    6. Restart the game

    Note that this operation will make loading slow for the first log in after clearing the files, as all files will have to be redownloaded from the server.

    If it does not allow you to delete the contents of the folder, try restarting your computer and repeating the process.


    For Mac users, please check these paths:
    /Users/<MyUser>/Library/Caches/com.nebula3/DSOClient
    /private/var/folders/x/lhmc2pb16t9f2p2ndjhh1c700000gn/T/DSOClient

    Look for 'DSOClient' and remove the whole content of this folder
     
    Last edited: Dec 19, 2016
  8. DSO Community Admin

    DSO Community Admin S-Moderator Team Drakensang Online

    Setting up and Troubleshooting Java

    Verifying Java Version
    In order to ensure smooth and seamless game experience for you, it is recommended to use the latest Java version.
    Also if you are using 32bit browser, you should be using the 32bit version of Java as well.
    The 64bit version of Java should be used, only if the browser you are using to play the game is 64bit.
    Go to http://java.com/en/download/installed.jsp in the browser you are using to play the game, to verify that you have appropriate Java version installed.


    Setting up Java
    If after verifying your java version you identify that you do not have java installed, or you have an obsolete version, it is recommended to install an up-to-date version.
    To install latest version of Java go to http://java.com/en/download/manual.jsp and follow the instructions.
    In case you have questions related to using and installing Java, you may want to go to Java help center at http://java.com/en/download/help/


    Uninstalling Java
    In some cases when you are experiencing problems with Java, you should try uninstalling it completely first, reboot, and then installing it fresh off the Java website again.
    To uninstall Java at any point, follow the instructions from http://java.com/en/download/faq/remove_olderversions.xml


    Troubleshooting Java
    1. Clear your Java cache
    2. In the Java Control Panel, under General tab, under Temporary Internet Files, click View
    3. Delete DrakensangOnlineWin32_7
    4. Again under Temporary Internet Files, click Settings
    5. Enable the storing of temporary files by ensuring the tickbox is checked
    6. Allow at least 100 MB of storage space via the slider or box
    7. Select the compression level of JAR files should be put to "None".
    8. In the Security tab, ensure "Enable Java content in browser" setting is enabled by checking the tickbox
    9. Also, if the security settings are at the maximum value "Very high", move them to the middle one "High (minimum recommended)"
    You may need to redownload and install the ThinClient (should you use it) after following the above steps.
     
    Last edited: Dec 19, 2016
    _G_R_A_M_P_S_ likes this.
  9. DSO Community Admin

    DSO Community Admin S-Moderator Team Drakensang Online

    Updating Display Drivers

    Determining the type of used graphic card
    If you do not know what type of graphics card you have, do the following
    1. Click on Start > Run (shortcut Windows + R on Windows Vista / 7)
    2. In run dialog, type in
      and press Enter (or click OK button) to bring up the DirectX Diagnostic Tool
    3. In DirectX Diagnostic tool click on the tab with the name "display" and you should see all the information about your graphic card.

    Updating graphic card drivers
    You should visit the manufacturers official site to obtain the latest version drivers for your graphic card:

    After updating your display drivers, it is strongly advised to set your Graphics card to Highest Performance rather than Quality or Balanced.
     
  10. DSO Community Admin

    DSO Community Admin S-Moderator Team Drakensang Online

    Flushing the DNS

    If you are experiencing error 24 or error 36 you may need to flush your DNS as part of the typical steps for troubleshooting.

    To flush the DNS please follow the instructions bellow:

    1. Close all open web browsers and applications on your computer.
    2. Run windows command prompt as an administrator.
      • Open the Windows command prompt by selecting the “Start” menu and entering
        in the search text field box followed by pressing ctrl+shift+enter keys on your keyboard.
      • You may also start command prompt from Start > (All) Programs > Accessories > Command Prompt, right click on the Command Prompt from the Accessories menu and select Run as Administrator from the context menu.
    3. In command prompt window, type
      and press the "enter" key. After a moment, Windows will display a message similar to:
      Once the message is displayed, the DNS will be flushed removing all incorrect entries.
    4. Re-boot your system.

    Note that you need to start command prompt as an administrator in order to be able to flush the DNS.
     
    Last edited: Dec 19, 2016
  11. DSO Community Admin

    DSO Community Admin S-Moderator Team Drakensang Online

    Troubleshooting problems with items disappearing after update

    Sometimes after new release goes live, it may appear that your character looks like it is missing something. This could happen especially if you play on both test and live servers under the same browser.
    The symptoms for this is one of the following or combination of them:

    • some items look like they are gone from inventory
    • coins/andermant/drakens look like they are not the expected amount
    • skills from the hotkey bar are not working

    To troubleshoot issues like these, the following procedure is suggested:

    1. Make sure you are logged out of your character
    2. Close all browsers and the game thin client if you are using it.
    3. Clear your DSO folder
    4. Log into your account
    5. If skills are still not working from your hotkey bar:
      1. remove the skills attached to hotkeys by dragging them out of hotkey bar.
      2. Press S button on your keyboard to open Skills window
      3. Drag the skills from the Skills window to your hotkey bar to reattach them

    If you have any problems afterwards, please contact support for assistance.
     
    Last edited: Dec 19, 2016
  12. DSO Community Admin

    DSO Community Admin S-Moderator Team Drakensang Online

    Clearing browser cache for Internet Explorer 8, 9, 10 and 11

    The following procedure describes how to clear browser cache under IE8, IE9, IE10 and IE11:
    1. Once your browser is open, press Alt button from your keyboard, then click on the Tools menu and select Internet Options.
    2. Make sure that the General tab is selected.
    3. Under Browsing history section, click Delete... button. The "Delete Browsing History" dialog window will appear.
    4. In the new window, be sure the Temporary Internet Files box is checked. You can uncheck everything else you want to preserve for some reason.
      Note: Internet Explorer has a feature which retains some cookies even after you clear your cache if you do not uncheck the "Preserve Favorites Website Data." If you truly need to clear your cache, you will want to make sure this is unchecked.
    5. Click Delete button
    6. Wait several moments, until Internet Explorer finishes deletion of the items you have selected. Once it is finished, a notification bar at the bottom of browser window will appear saying "Internet Explorer has finished deleting the selected browsing history"
    7. Close and reopen your browser.
     
    Last edited: Dec 19, 2016
  13. DSO Community Admin

    DSO Community Admin S-Moderator Team Drakensang Online

    Verifying connection quality
    Whenever you are experiencing lags/connectivity issues with the game it is always worth checking your connection quality by testing your ping and jitter.

    Connection quality
    To check your connection quality
    1. Go to http://www.dslreports.com/tools/pingtest
    2. Allow its Java applet to run
    3. Click "Begin Test" and give the test several moments to run
    4. If you were directed here by support click on "Direct Link" and paste the result image URL in your response to support.

    Game servers ping
    To test your ping to game servers, you can open your Command Prompt:

    Start > Programs > Accessories > Command Prompt

    Then enter your server address:

    • ping heredur.drakensang.com
    • ping grimmag.drakensang.com
    • ping werian.drakensang.com
    • ping agathon.drakensang.com
    • ping tegan.drakensang.com
    • ping balor.drakensang.com
     
    Last edited: Dec 19, 2016
  14. DSO Community Admin

    DSO Community Admin S-Moderator Team Drakensang Online

    Failed to unpack downloaded file

    [​IMG]
    1. Open your Task Manager (Ctrl+Shift+Esc)
    2. Select the Processes tab
    3. Find and select dro_client.exe
    4. End this process
    5. Reopen the game
     
    Last edited: Dec 19, 2016
    Gricko likes this.
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