Troubleshooting

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This is the method of trying to solve bugs.

A lot of these can be found at http://robocraftgame.com/robopedia/troubleshooting/ the tech issue list.

Contents

Reinstallation[edit | edit source]

  1. Uninstall the game.
  2. Delete your assets folder (If you have steam, it's here: C:\Program Files (x86)\Steam\steamapps\common\Robocraft\(Default File Tree)
  3. Re-download the game

Troubleshooting[edit | edit source]

Registration Issues[edit | edit source]

Supported Operating Systems[edit | edit source]

Robocraft supports the following operating systems (OS): Windows XP (x86 only), Windows Vista, Windows 7, Windows 8, Mac OSX, Ubuntu.

During registration I’m given the error “an error occurred while creating your account”[edit | edit source]

Please refresh the page and try again in 5 minutes. If this does not solve the issue, then try using a different browser.

During registration I’m given the error “Your sum answer is incorrect”[edit | edit source]

Please try using CTRL-F5 to refresh the page. If refreshing the page doesn’t work, try registering using another browser.

After registration, the game tells me my account doesn’t exist, but when I try to register a new account it says my username/email is taken[edit | edit source]

Usually accounts are created immediately upon registration, but in some cases it can take up to several hours after completing the registration form.

If you’re suffering from this problem, all you can do is wait and periodically try to log in.

After registration, I didn’t receive an authorization email and/or I don’t have a forum account[edit | edit source]

Please check your spam/junk folders as emails can be there. Older accounts may not have had forum accounts. Until the system is changed, you will have to create a new account to access the forums.

Installation Issues[edit | edit source]

During installation, my game fails to install[edit | edit source]

To resolve this issue, you will first need to add an exception to your anti-virus software. Once this is done, please uninstall Robocraft the install it again.

During installation my anti-virus software detects Robocraft as a threat and stops the installation[edit | edit source]

Although our anti-hack solutions known as Roboshield(powered by Easy Anti-Cheat) is known by a lot of major anti-virus company’s as being safe, there are still some company’s unaware of it. Neither the installation of Robocraft nor Roboshield will introduce viruses onto your computer. This is considered a false-positive, or in simple terms, a misunderstanding on the part of the anti-virus.

You can find instructions for white-listing Robocraft for a number of anti-virus software Here.

During installation of the launcher version, I receive launcher errors[edit | edit source]

This is an issue which typically occurs for users with weak or inconsistent internet connections. The files are downloaded incorrectly causing files to be mismatched.

The best fix for this problem would be to use the Steam version of the game.

Login Issues[edit | edit source]

When starting Robocraft, I get the error “CreateService failed” from the Roboshield[edit | edit source]

This error is occurring because there is already an instance of Robocraft running.

Open task manager and close any of these processes: Robocraft.exe / RobocraftClient.exe / EasyAntiCheat.exe

Alternatively, restarting your computer will also resolve this issue.

When starting Robocraft, I get the error “memory.c – !IsBadReadPtr(InPtr, InSize)”[edit | edit source]

This is a known issue with Overwolf which we’re trying to fix.

We believe it occurs to players who have additional overlay programs active.

Please check you don’t have any overlay programs other than Overwolf active.

In a worst case scenario, closing Overwolf should fix this issue.

During login, I get the error “Could not load EasyAntiCheat library”[edit | edit source]

To resolve this issue, you will first need to add an exception to your anti-virus software

Once this is done, please uninstall Robocraft the install it again.

You should now be able to log-in.

During login, I get the error “This User is Already Logged In”[edit | edit source]

This is an issue that has been resolved for the majority of players, but may still occur occasionally.

In some rare cases, this can take up to a few days.

Unfortunately all you can currently do is wait for it to resolve itself. Sorry for the inconvenience.

During login, I get the error “WaitingForSingleObjectFailed”[edit | edit source]

This is an issue we’re aware of an actively working to fix.

We’re aiming to implement the fix as soon as possible.

Thank you for your patience.

During Login, I get the error “Loading Error: Start Service Failed”[edit | edit source]

This is an issue with some anti-virus software falsely detecting Robocraft as malicious software.

We’re in contact with several anti-virus companies who have already whitelisted Robocraft, but if yours hasn’t, you can find ways to add Robocraft as an exception here.

During login, I get the error “Login Failure. Could not enable the Roboshield. Reason: Timed out.”[edit | edit source]

This is a known issue which is a priority we expect to be fixed very soon.

During login, I get the error “Loading Error: EasyAntiCheat cannot run under Windows Test Signing Mode.”[edit | edit source]

Easy Anti-Cheat, Robocraft’s anti-cheating solution does not work while Windows is in Windows Test Signing Mode.

This is an intentional decision to improve Robocraft’s security.

During login, it tells me my password is invalid even though I know it’s correct[edit | edit source]

Please use the “forgotten password” button on the login screen to try and reset your password.

During login, it gets stuck on “Connecting to server”[edit | edit source]

  • Firstly, please be aware that you may not be able to play Robocraft through a proxy. So playing at a school or at work may be impossible on some occasions.
  • Secondly, please make sure your firewall is fully updated and not blocking Robocraft. You may need to add Robocraft as an exception in your firewall software.

When logging into the launcher, I get an error saying “Outdated Version”[edit | edit source]

If you think you may have closed the launcher in the middle of an update, you may need to re-install it. In doing this, the launcher will re-download the full game and you will be able to continue playing Robocraft.

If you are a long time user and used an old version of the Launcher, please check the location of your Robocraft folder. It should be located in C:\Games\Robocraft\ however the old version was located in C:\Program Files (x86)\Robocraft\. To fix this, delete Robocraft and re-install the new version.

Please note: Deleting Robocraft will not cause you to lose your robots, inventory or account. That’s all stored server-side.

After login, I get the error: “General error, cannot connect to the host”[edit | edit source]

This usually means that your DNS cannot solve the address api.playerio.com. However some users reported that antivirus/firewall is the cause of this problem. We may suggest to change your DNS address to a google DNS (e.g.: 8.8.8.8) after you checked your antivirus/firewall.

After login, I get stuck on “loading assets…”[edit | edit source]

Users that have had this issue have reported having two network cards in their PC and disabling one of them has fixed the issue. Other users reported the software Hamachi to be the cause of the problem, since it creates a second virtual network card.

To solve this problem there are only 3 options:

  • 1) Wait for our steam release and try to download the game through Steam
  • 2) Use another internet connection, it’s very likely your internet connection to cause the problem
  • 3) Wait for when our launcher will implement the torrent protocol. This, unfortunately, will not happen any time soon.

Game Play Issues[edit | edit source]

I’m missing cubes which I haven’t sold or used[edit | edit source]

We will need you to provide proof of exactly what you lost and when you noticed they were missing.

Proof includes screenshots showing your old inventory, an old robot using the cubes or active expenditures of GC to purchase the cubes in the past.

Then please contact us and we’ll investigate the issue.

When in-game, I can’t see my friends online or I can’t add them to a platoon[edit | edit source]

This is a known bug that we are currently hard at work on. Just know that for the time being it is not an issue related to any specific accounts but to the whole friends/platoon system.

You may often find that logging out and in again, or having your friends log out and in again may resolve the issue and allow you to join a platoon together.

When in-game, alt-tabbing out of Robocraft causes it to crash[edit | edit source]

If you’re using Steam, please activate borderless mode.

Otherwise, please open the Robocraft folder and make a shortcut of the Robocraft.exe file. Once this is done right click and go to properties on the shortcut. Where it says Target, please copy and paste this C:\Games\Robocraft\Robocraft.exe -popupwindow

When in-game, certain cubes or parts of the terrain appear pink[edit | edit source]

Robocraft requires your graphics card to support Shader Model 3.0.

We also know that some old cards that are supposed to support Shader Model 3.0 have issues with Robocraft.

When queueing for a battle, the tier I’m in seems to have far more players waiting than other tiers and I’m not entering a battle[edit | edit source]

Tiers can occasionally lock, meaning battles for that tier won’t begin as quickly as they need to leading to a huge number of queueing players.

Although there isn’t a straight fix, tiers will eventually unlock themselves allowing for battles at that tier to continue again.


When entering a battle, the countdown gets stuck on “?” and the battle never begins[edit | edit source]

Please check that the following ports are forwarded on your router: 2500-2520

Information on how to forward ports can be found here and a video demonstration can be found here.

During a battle, my game keeps freezing/disconnecting[edit | edit source]

Unity network system is not reliable as it should be. While we are investigating for solutions, you can try to change the MTU value in your router to 1492 if it’s set to a lower number. However users reported success using different numbers, so it’s totally subject to experimentation.

During a battle, my robot moves or turns on its own[edit | edit source]

Users who have gamepads or joysticks installed and attached to their computer have reported this issue. Some users have fixed the issue by unplugging the gamepad or joystick, others have fixed it by disabling the device driver for the gamepad or joystick. VJoy driver is usually the source of this problem and it must be uninstalled because it conflicts with Unity engine.

Payment / GC Issues[edit | edit source]

When trying to purchase galaxy cash, I get stuck on “CONNECTING TO SERVER…”[edit | edit source]

Purchasing Galaxy Cash requires the Steam overlay to be enabled.

Please open Steam, go into Settings, click on the In-Game tab and make sure the box titled “Enable the Steam Overlay while in-game” is ticked.

I purchased some galaxy cash but my balance did not update[edit | edit source]

It can often take up to a few minutes for your galaxy cash balance to update. Restarting your game may also lead to the balance being updated.

On rare occasions, the service we use for these transactions can take up to a few hours to update the balance and report it to our servers.

If after a few hours you still haven’t received your galaxy cash, please contact us and include a screenshot of your receipt with your email address visible in the same screenshot.


Adding Exceptions to Anti-Virus Software[edit | edit source]

Although many anti-virus companies have been informed of Easy Anti-Cheat and have already added it as an exception, there are still some which haven’t.

If your anti-virus is flagging Robocraft as a virus, please look for your anti-virus below and follow the instructions provided.

Thanks for Robocraft user QueWhat for compiling this list.

How to Exclude Robocraft for Avast[edit | edit source]

  • To exclude a file or folder from scanning:
  • Open Avast (Double Click on the Avast icon in the system tray )
  • Select the Real-Time Shields tab
  • In the right pane click on the “Expert Settings” button
  • In the dialog that opens up select the “Exclusions” tab.
  • In the right pane, (on an empty line) click on the Browse button and select the folder C:\Program Files (x86)\Steam\SteamApps\common\Robocraft.
  • Finally click on the “Add”” button .

How to Exclude Robocraft for F-Secure[edit | edit source]

  • To exclude a file or folder from scanning:
  • Open Computer Security.
  • On the main page of Computer Security, click Settings.
  • Select Computer Security > Virus and spyware scanning.
  • Select Other settings > Manual scanning.
  • Click the Exclude files from the scan link. The Exclude from scanning dialog is displayed.
  • Select the Objects tab.
  • Select the Exclude objects (files, folders…) check box.
  • Click Add.
  • Select the file, drive, or folder that you want to exclude from virus scanning: C:\Program Files (x86)\Steam\SteamApps\common\Robocraft.
  • Click OK to close the Exclude from scanning dialog.


How to Exclude Robocraft for BitDefender[edit | edit source]

  • Open the Bitdefender window and go to Protection.
  • In there select Antivirus.
  • In the Antivirus window select the Exclusions tab.
  • Make sure Exclusions for files is turned on by clicking the switch.
  • Click the Excluded files and folders link.
  • Click the Add button, located at the top of the exclusions table.
  • Click Browse, select the folder that you want to be excluded from scanning (C:\Program Files (x86)\Steam\SteamApps\common\Robocraft). Make sure it’s excluded for both “on-access and “on-demand” scanning and then click OK.
  • Click Add and then click OK to save the changes and close the window.
  • Then click on “Excluded processes”, add the .exe file of the application and make sure it is “Allowed” > click “Add” and then on Close. (this will exclude them from being monitorized by the AVC and IDS)

How to Exclude Robocraft for GData[edit | edit source]

  • By clicking on the Exceptions button you can exclude specific drives, directories and files from the scan and so significantly accelerate parts of the virus detection process.
  • To do this, proceed as follows:
  • Click the Exceptions button.
  • Click on New in the Exceptions for on-demand scan window.
  • Now, select whether you want to exclude a drive, a directory or a file or a file type.
  • Underneath this, select the directory or drive you want to protect (C:\Program Files (x86)\Steam\SteamApps\common\Robocraft\EasyAntiCheat). *In order to protect files, enter the complete file name in the entry field under File mask.