Lagging or slow connection while playing (desktop)

If the software appears to be lagging while you are playing, it is possible it is revealing a connection stability issue. This might not necessarily be evident on other websites or applications that you use. We can assist you in trying to isolate and resolve this issue, but we will require some information about your system and connection.

  • Username
  • Operating System (e.g. Windows 7, Mac OS X 10.10, etc.)
  • Computer Processor (e.g. Intel Core i3, 2.6 GHz, etc.)
  • System RAM (e.g. 2 GB, 4 GB, 8 GB, etc.)
  • Connection Type (e.g. Cable, DSL, Satellite, etc.)
  • ISP (Internet Service Provider, i.e. the company name that provides your Internet service.)
  • Router/Modem (e.g. D-Link DI-624, Linksys WRTG54GS, etc.)

We will also require an NSR (Network Status Report) from our software. It is best to run this report at a time when your connection is unstable.

Windows users can follow these steps:

  1. If our software is open, close it. After you have closed it, right-click on our software's shortcut and select Run as Administrator.
  2. Go to Help → Show Network Status → Report
  3. Wait until all the data is collected (around 30 seconds). After the confirmation is received, close that window. This report is saved to our software's settings folder which you will need to locate and send to us for review. Again, from the lobby go to Help → Open My Settings Folder

If you are using a Mac:

  1. Open our software and in the lobby, go to Help → Show Network Status → Report
  2. Once the report has finished, a pop-up window will ask you to select a location to save your report.

The report will be named NetworkStatusReport.log (Windows) or NetworkStatus.txt (Mac) and it can be forwarded to us via our software, mobile app, or website.

Once we have received the above information we will have one of our Technical Specialists take a more in-depth review and provide a response.


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