Connection problems? Try this!

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  • Connection problems? Try this!

    If you've been experiencing connection problems while attempting to access the game, here's some of the common things you can try to resolve this. Connection problems can come from a wide variety of sources, so it's not always easy to pinpoint where the problem is. At any point along the line between your device and our systems, packets can get lost, a gateway could go down, or any number of things, none of which is really anyone's fault, but could cause the connection to sever. The more gateways you need to traverse to get to our servers, the higher the risk is of a connection problem.

    Installation Problems
    If you've just downloaded the game from the store, either for the first time, after a client update, or after a reinstallation, there's a large download that must occur to retrieve all the assets. This happens after you have already installed the game and have launched it for the first time - you'll get the loading screen, and then something around 390-410 MB to download.

    Because of this large download, it is imperative that your connection be stable and secure - that's a lot to download at once and we strongly recommend doing so on a secure WiFi connection, like your home network, to reduce the risk of bandwidth restrictions. Public WiFi may have restrictions in place preventing any single person from downloading large files, so even though your connection may be stable, there could be a throttle on it.

    You can try the following to help clear things up:

    1. Reboot your home network. This typically involves shutting down your router, then your provider box (cable, DSL, etc), waiting a few seconds, and then starting it all back up again. Home networks can get sluggish if you've had multiple devices connecting that aren't necessarily always there and always on, and clearing out the DHCP table from time to time through a network reboot can often help clear up any disruptions and make things work more quickly again.

    2. Reboot your device. Sometimes just rebooting your device can help clear up any lingering cache issues and get rid of unneeded temporary files, allowing for the space required to collect all the assets of this first installation download.

    3. Force-close and restart the application. If you've been disrupted while performing the large download, it's possible to force close the application on your device and then just launch it again. This will allow the download to resume where it left off, allowing you to eventually get through.

    4. Clean re-install. If you've attempted multiple installations of the game by downloading from the app store before the game was able to complete the full install, you may have some overlapping cache issues from each attempt. To clear this out, completely uninstall the game, power down your device, wait about 30 seconds, boot up your device, and then download the app again from the store. This will ensure any conflicts are resolved, allowing for a totally clean installation of the game.


    General Connection Problems
    If you've already successfully entered the game and are now experiencing general connection problems, check for the following:

    1. Make sure you're allowing enough time for animations to properly complete. There is an anti-cheat code in place that will kick a player out if they're going too fast through battles. Take an extra second to allow animations to fully complete before mashing on the "Next" button, and this should reduce any disruptions you're experiencing. This is particularly true in the Gauntlet: Civil War, as players are tempted to rush through due to the time restriction of the map.

    2. Ensure your device time is set to 'automatically', has the correct time zone, and is not set ahead or behind the actual time. If your device is out of sync with general network settings, it can cause confusion within the game, as our servers attempt to verify that it's OK to perform the requested action. If these are out of sync, you will be dropped.

    3. Ensure you are not running the game simultaneously or in the background across different platforms, which will cause the following error message "Your session has timed out. Either another device has logged into this account, or it has been 24 hours since you last logged in.".

    4. Force-close the game and restart it. If you're not sure how to force-quit apps on your device, check the appropriate link for your device:5. If you have a weak or unstable network connection, this will keep the game from connecting. Try waiting until you have a better connection and then restart the game as described above.

    6. Disconnect and then re-connect to the network that you're trying to use. This can sometimes reset and clean up your connection.

    7. Make sure that your device is not in Airplane mode. You can access this from your device Settings menu.

    8. If you are connecting from school or work (or a similar location), there can be restrictions in place when connecting to certain sites and servers. In some cases, this can prevent the game from connecting when using that network. This can also be true if your device was issued through school or work. In either case, follow up with your IT Department to confirm.

    9. Likewise, if you are connecting at home, check the status of your home network to ensure that it's working as it should. You may wish to reboot your home network to clear up any issues.

    10. If you are set up to connect via proxies/VPN, disable this option and connect without them. The proxy connection could be causing the problem.

    11. If available on your device, disable the network connection that you aren't using - WiFi or data (3G, 4G, etc.) - from your Settings menu. This may improve performance on the active network connection.

    12. Please note that Jailbroken and Rooted devices are not fully supported, so we're limited in supporting them. If your problem persists after the above steps on such a device, please remove the customization or play on an unmodified device.

    13. If the issue persists, you may wish to perform a clean installation of the game. See above for instructions on this.


    If you've tried all of the above and the issue persists, check the forums to see if other users are also experiencing a problem. Please limit posting about connection issues to a single thread per occurrence - that is, once someone has posted they are having a problem, and it is less than 24 hours since that post, please post within the same thread, and include your device OS (Android/iOS) and country. This can help us narrow down whether it's affecting a particular region or platform, which will make it much easier for us to correct it if it is within our power to do so. If you are the first to post about a connection issue after having tried all of the above steps, please be sure to make a note in your post that you've already tried all of the recommended troubleshooting procedures as outlined here.

    The Community Manager will acknowledge when a problem is widespread, and once it has been resolved, the associated thread will be closed. Moderators will be on hand to merge multiple reports into the current active thread, and to act as liaisons with information and updates about a particular occurrence.

    Keep in mind that connection issues can come from a variety of sources, so if you've tried everything above and we have verified that we aren't reporting any current issues with our servers, you may need to simply wait and try again later, as the likely culprit is somewhere between your device and our servers, where none of us have any control over what's happening.

    Hopefully one of these suggestions clears up the issue for you and gets you back in the game!

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