Logo

Connection Issues: NTP (Infinite Loading), RakNet, gRPC Errors

Below is a non-exhaustive list of the most prevalent connection issues currently encountered in-game.

Before trying to following steps, there are a few generic things to try which may resolve your issue.

  • Check your connection: Are you having problems with any other websites or games? Are things slower than normal? There could be a temporary issue with your local network or ISP.
  • Check your firewall and antivirus: Are either blocking the game? Try temporarily disabling them and seeing if you can connect. Don't forget to re-enable them again after!
  • Clear your network cache:
    • Click the Windows Start button.
    • Type "cmd" in the Start Search text box, right click the "cmd" item in the results and select "Run as administrator". Click Continue to allow elevation.
    • Type "netsh winsock reset" in the Command Prompt, and then press the Enter key.
    • Type "netsh int ipv4 reset" in the Command Prompt, and then press the Enter key.
    • If you use ipv6, type "netsh int ipv6 reset" in the Command Prompt, and then press the Enter key.

      Note: you may need to run Network Diagnostics afterwards - right click the internet connection icon in the system tray and select "Troubleshoot problems".

If you are still having problems after these steps, please read on.

Infinite Loading screen / UnityClient@Windows.exe stopped responding

This error could be caused by a number of issues, only one of which is connection-related. To check if you have a connection error causing this, you will need to find your output log:

  • Right-click the game in your Steam Library
  • Select Properties
  • Navigate to the Local Files tab
  • Select Browse Local Files...
  • Go to the UnityClient@Windows_Data folder
  • Inside you'll find a .txt file called 'output_log'

Open your output_log.txt file, and search for Daemaged.NTP.NtpException: Request timed out - no answer in 10000 ms. If you have this (it'll be one of the last lines of the log), then you are having problems connecting to the Google Cloud Platform services, which is where our servers are hosted.

If this is your issue, please go to http://www.gcping.com/ and find the result for Iowa, USA. If you do not have a result for Iowa, USA, something in your connection is blocking access. This could be a number of things - the first step to try is temporarily disabling antivirus and firewall and testing again (remember to re-enable them again after!). If that doesn't make any changes and you are on a public network (such as a work or university network) you may need to contact your network administrator. If you are still having problems after this, or those solutions don't apply, please scroll down to submitting your ticket below.

 

RakNet Connection Lost / RakNet Never Connected

RakNet Connection Lost and RakNet Never Connected are generally caused by poor internet connection. If this is a recent error for you, it may first be worth checking your connection and make sure nothing is using a lot of traffic (for example other users on your connection streaming video or downloading/uploading a lot of content).

You can run a speed test to check your current connection speed. We recommend speedtest.net but most reputable sites should be fine, and Google also offer a test if you just search "speed test".

There are a lot of variables in play for what would be considered "adequate speed", but generally you want at least 15Mb down, and 3Mb up. Please be aware that these are very rough guidelines and your ping to our server may play a big role as well (you can check ping to our server by going to http://www.gcping.com/ and finding the result for Iowa, USA) Pings above 150ms will almost certainly cause issues with gameplay stability.

If your speed is too slow (or ping too high), then you will experience these errors. Unfortunately, these are often beyond our control - if it is a temporary problem you may need to contact your ISP.

 

gRPC Errors

There are a number of different types of gRPC errors.

  • gRPC error DEADLINE_EXCEEDED
    Unfortunately this is quite a vauge error which has a number of different causes. For us to help, please scroll down to "Submitting your ticket" and follow the steps.
  • gRPC error UNAVAILABLE: Connect failed
    If you are playing from certain countries your ISP may have blocked access to services we use, and unfortunately in that situation the only option is to use a VPN. However, it's also worth checking if something else may be blocking your access; please try temporarily disabling antivirus and firewall (don't forget to re-enable them after), or if you are on a public network such as a place of work or university, please check with your network administrator.
  • Listing deployments failed: gRPC Error
    Generally this issue indicates a problem with our server itself and isn't a problem on your end. Please check whether there is current unscheduled maintenance (usually announced on our Support Twitter and Official Discord). If there is no indication of current maintenance, please contact us to check.

 

Submitting your ticket

If you were unable to resolve the issue yourself, you will need to contact us. In order for us to help you as fast as possible, please try and include all of the following information in your ticket:

  • Internet Speed Test
    We recommend speedtest.net but any reputable site is fine. We will need to know your ping/latency to your local (default) server, download speed, and upload speed. 
  • GCP Ping
    Please go to http://www.gcping.com/ and find the result for Iowa, USA. Tell us what result you get in your ticket. If there are no results available for Iowa, USA then please follow the steps in Infinite Loading Screen above, and if you are unable to resolve it please tell us that you are unable to get a result for Iowa.
  • NDT Test
    This is a more detailed connection test. Please run the test, then go to the "Advanced" tab. Copy the output text and save it to a file, then attach this file to your ticket.
  • NMAP Results
    This is a slightly more technical test. Please see the instructions below on how to run this test.
  • Output Log:
    • Right-click the game in your Steam Library
    • Select Properties
    • Navigate to the Local Files tab
    • Select Browse Local Files...Go to the UnityClient@Windows_Data folder
    • Inside you'll find a .txt file called 'output_log' - attach this to your ticket. 
  • Dxdiag
    • Press the Windows key and R together
    • Type 'dxdiag
    • Click the 'Save All Information...' box
    • This will create a .txt file - attach this to your ticket

Please include or attach all the files listed to a new support ticket.

 

Running the NMAP Test

Firstly, go to https://nmap.org/download.html and download the Latest stable command-line zipfile:

Unzip the downloaded .zip file, then open the folder. Shift-rightclick in the folder, and click "Open PowerShell Window Here", then run the following commands:

.\nmap time.google.com --traceroute -p 123

.\nmap time.google.com --traceroute -p 123 -sU

Please copy the output into a text file, and send us a result.

Tip: You can copy and paste with PowerShell. To paste, either just right-click or press Clrl+V. To copy, make a selection with your mouse then Ctrl+C.

 

My issue isn't listed here

It's possible you have a different issue. Please contact us, including the following files and we will do our best to help you out:

  • Output Log:
    • Right-click the game in your Steam Library
    • Select Properties
    • Navigate to the Local Files tab
    • Select Browse Local Files...Go to the UnityClient@Windows_Data folder
    • Inside you'll find a .txt file called 'output_log' - attach this to your ticket. 
  • Dxdiag
    • Press the Windows key and R together
    • Type 'dxdiag
    • Click the 'Save All Information...' box
    • This will create a .txt file - attach this to your ticket.

 

 

 

 

 

 

 

 

 

 

 

 

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request