To run the Utherverse game client it is essential to have a stable broadband connection to the Utherverse servers located in Toronto.
This page has information to diagnose your connection and take steps to resolve problems you might encounter. Please follow this guide to see what type of connection issue you might have.
Diagnoses[]
| Question | Yes | No |
|---|---|---|
| 1. I get an error when trying to login to Utherverse. | Go to question 2 | Go to question 5 |
| 2. The error I get is XML failed to Load. | See XML | Go to question 3 |
| 3. The error I get is No product to patch. | See XML | Go to question 4 |
| 4. The error I get is Software out of Date. | See Swood | Go to question 5 |
| 5. When I launch the game I get to enter username and password. | Go to question 7 | Go to question 6 |
| 6. Do I have any antivirus software installed? | Anti-Malware | Go to question 7 |
| 7. The blue progress bar is stuck. | Wan/Lan Issue | Go to question 8 |
| 8. I get a message that I am disconnected from the server. Or no server found. | Server Issue | Go to question 9 |
| 9. My connection feels slow and I am unable to teleport to places. | Broadband | Contact tech support |
Possible solutions[]
SWOOD[]
- To fix your Software out of Date (Swood), download the following tool: http://www.redlightcenter.com/downloads/Support%20Tools/noproduct2.exe
- Right-click noproduct2.exe and choose Run as Administrator
- If you see an Unhandled execption error, click Continue.
- Select the Game client you are fixing in the left panel. If you cannot see your game client, click Scan
- If this did not help, download and run the following tool: http://www.redlightcenter.com/downloads/Support%20Tools/swood.zip and run this on your computer.
- If this did not help, reinstall your game client.
- If you experience further issues contact tech support.
WAN/LAN issue[]
- Hold down your Windows key and tap the R key. Type CMD and press <Enter>. This opens a command prompt in a new window.
- Type ipconfig /flushdns into the black command window.
- Run the Utherverse game client and check If you can connect. If you can, you do not need to take any further action.
- If you still cannot connect, download and run the following tool: http://www.utherverse.com/downloads/Support%20Tools/trace.zip
Attach these results to a ticket to tech support.
Server issue[]
- Check the Support forums for messages regarding server issues.
- If there are no messages, Post a question in the forum to see if the server is down here.
- If this persist for longer then 20 minutes send a Support Ticket or contact Live Support as detailed here.
Anti-malware[]
- If you have any anti-virus software running disable this and see if you can connect after.
- If you can connect with your antivirus software turned off, add an exception for Utherverse.exe to allow connection, then turn your anti-virus software back on. If you still cannot connect then contact tech support.
- If turning off your virus software made no difference, go to WAN/LAN Issue above.
Broadband issue[]
- Run a speed test to a server in Toronto using http://www.speedtest.net/
- If the results are lower then 5 mb/s contact your internet server provider for assistance.
- If the results are higher then 5 mb/s contact tech support.
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| Support Divisions | ||
|---|---|---|
| World Operations - Customer Support - Technical Support | ||
| Tech Support Pages | ||
|
AMD Driver Issues - Utherverse Cache - Firewall - Installation - Minimum Requirements - Patch Notes - Permissions - Resetting Avatar - Settings - Startpoints |