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Lagging or slow connection while playing

If our software appears to be lagging while you are playing, it is possible it is revealing a connection stability issue that will not manifest itself on most other Internet sites and applications. Please provide us with the following information so we may help:

  • Operating system (i.e. Windows XP, Vista, Mac OSX, etc.)
  • Computer processor (i.e. Pentium 4, 2.4 GHz, etc.)
  • System RAM (i.e. 512 MB, 1 GB, 2 GB, etc.)
  • Connection type (i.e. Dial-Up, Cable, DSL, Satellite, etc.)
  • ISP (Internet Service Provider)(company name that provides your internet service)
  • Router/Modem (i.e Dlink DI-624, Linksys WRTG54GS, etc.)

It would also be helpful if you provided us with the Network Status Report from our desktop software (it is best to run this report when you lose connectivity to the site):

  1. Open the software, click on Help.
  2. Select Show Network Status.
  3. When this dialog opens click on the Report button.

This report is saved to your settings folder, which you will need to locate and send to us for review along with the information requested above. You can quickly locate this report by going to the lobby and click on:

  1. Help
  2. Open My Settings Folder

The file name will be NetworkStatusReport.log and it can be forwarded to us via our Contact Support Form. A link to the form can be found in the Help menu of our desktop software, under Contact Us on our website or in our mobile app, go to Settings & Tools then Support.

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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