Should you experience issues with connecting to our service, please try the following troubleshooting steps:
You can test if you are able to establish a connection to our service when IPv6 is disabled:
- Go to the Control Panel.
- Click Network and Internet > Network and Sharing Center > Change adapter settings.
Select the connection for which you need to disable IPv6. For example:
- To change the settings for an Ethernet connection, right-click the Ethernet interface and select Properties.
- To change the settings for a wireless connection, right-click the Wi-Fi interface and select Properties.
In the window that appears, select the Networking tab. Under This connection uses the following items, remove the checkmark next to Internet Protocol Version 6 (TCP/IPv6) and then click OK.
In many cases, this fixes the connection issue. Should you find yourself still being unable to connect, please move on to the next step.
It can happen that an Internet Service Provider's (ISP) Domain Name Service (DNS) is temporarily unable to resolve our URL into an IP. To verify that this might be the case we recommend switching to Google's DNS. To do so, simply go again to the Networking tab in the window from earlier. This time, select Internet Protocol Version 4 (TCP/IPv4) and click Properties. In the new window that appears select Use the following DNS server addresses and fill in these IPs:
For more information, you can refer to this document from Google, which provides further details.
Add Firewall exception
In some cases, the Windows Firewall may be blocking communication with our services. Please follow these steps to prevent the network-traffic from getting blocked:
- Go to the Control Panel.
- Click System and Security > Windows Defender Firewall > Allow an App through Windows Firewall
Click on Change settings and then Allow another app... and then Browse...
Navigate to the game's installation folder, select Dual-launcher.exe and confirm
- Restart your PC
Create a ticket
Should none of these steps fix the issue, please send us a ticket, so we can investigate. You can send us a ticket via this URL:
Please include as much information in your request as possible, specifying which of the above steps you've already performed, as well as attaching two log files and your system information:
The first log file that you need to attach to your ticket is called out.txt and is located in the game's installation folder, the same where Dual-launcher.exe is located (default C:\ProgramData\Dual Universe).
The second log-file needs to be generated manually by you, by downloading this zip-file, extracting it, and executing the nq_test_network batch file in the extraction folder. Windows might present you with a warning, where you need to confirm that you want to execute the file:
This will generate a file called nq_network.log in that same folder. Please attach it to your ticket.
For the dxdiag-file, please to the following:
- Press the Windows-Key + R
- Type dxdiag and press OK
- In the new Window, select Save All Information... and memorize where you saved the file
- Attach that dxdiag.txt file to your ticket