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OlenkaAdmin
Jul 12, 2023, 13:5907/12/23
10/31/22
453

Loading Issues

Plarium Play and Game Loading Issues

This topic is dedicated to game loading issues discussions and offers you the basic troubleshooting steps, as well as links to useful guides and articles. Our moderators and Community Managers can also help you in solving some game loading issues. Besides, please check the solutions posted by other players in this thread. They might be helpful in resolving the issue without waiting for a response from the staff.  

There are three main reasons why you may experience login issues:

  1. The server does not respond. The game/ launcher client is unable to connect to the server. It means the request from your PC is delivered to the game server, but cannot be processed.  
  2. Network problems. The request from the game client cannot be passed to the game server due to Internet connection issues.  
  3. Device-related issues. For example, a player needs to update or reinstall some drivers, components, OS on his/ her PC, etc.

In the first case, the issue must be resolved by the game server/launcher developers.

If the issue is related to some network problems, the developers can rarely affect the resolution from their side. When the request is sent from the game client/ launcher to the server, it goes through a long way before reaching the target. If the connection is lost at some stage, the signal won’t be delivered and will return to the sender (i.e. your game client).

To make the process of solving the issue easier and faster, we have collected all known solutions in one article for you.

Ultimate Loading Troubleshoot

The game does not load/ Error upon login/ The loading screen got stuck at 99%/ Black or White screen.

  1. Clear cache in Plarium Play. To reset the cache, open Plarium Play -> Settings -> System Preferences -> Press the button "Reset cache". Note: After the cache is reset, you will need to log in to Plarium Play, that's why it's always important to remember your credentials before doing this step.                                                                                                                      
  2. Uninstall Plarium Play from your PC/Mac. Note: If you're a macOS user, you'll also need to clean out the "/Users/USERNAME/Public/PlariumPlay"  folder manually. USERNAME refers to your macOS user name.
  3. Download the latest version of Plarium Play here.
  4. Change DNS settings.
  5. For Windows users, please install all the Windows updates that are available in "Windows Update" on your PC. Or upgrade your Windows version to the higher one.
  6. For Windows users, check if the newest version of NET. Framework is installed on your PC. You can find it here.
  7. If you have problems installing the application, please temporarily disable the antivirus protection on your PC.
  8. Sometimes installing and enabling a VPN on your PC may also help to enter the game.
  9. If the issue persists, please find the "pp_log.txt" file and send it to our Support team. You should find that file at this address:

For Microsoft Windows:

C:\Users\~Your username~\AppData\Local\Plarium\PlariumPlay\pp_log.txt

For Mac OS X:

/Users/~Your username~/Documents/PlariumPlay/pp_log.txt

Note: Windows users can also access the folder containing the log file by going to the Plarium Play Settings -> System Preferences section and clicking “Show log file”.

The game elements are not displayed/ are displayed incorrectly/ longtime response to actions in the game / the game is lagging.  

This issue can be related to the DNS settings or to the restrictions of your regional network provider. Solution:

  1. Clear cache in Plarium Play (Settings -> System Preferences ->Reset cache).
  2. Change DNS settings.
  3. Installing and enabling a VPN on your PC may also help.

If the troubleshoots given above dіd not help, please submit a request to our Technical Support Team by using this link

Views
207
Comments
53
Comments
Aug 15, 2023, 00:5408/15/23
05/06/16
2

I have a Mac.  Followed all the instructions to the T but it still stops loading at 99%.

Something is still not right.  

Other playeres report the same issue.

Aug 15, 2023, 02:3308/15/23
02/28/15
1

since this morning, stuck at 99% mac with M2 processor, also on a win 11 box.

reinstalled followed all instructions including removing the /app folder.

How about we get a status update?

Sep 3, 2023, 06:1609/03/23
04/26/16
11

Приложение загрузилось,но не устанавливаются ИГРЫ! 

Sep 3, 2023, 14:4409/03/23
01/25/16
14

My Game is not downloading. The Plarium App is dowloaded and when I try to install Stormfall the downloading starts but it stucks at some random points like sometimes it stops at 71% sometimes 90% and so on. Idk why??

Please tell me the solution only stormfall is not downloading while other games on plarium app are downloading successfully.

Sep 24, 2023, 17:2709/24/23
01/06/18
22

loading issues again :(

Sep 25, 2023, 12:3709/25/23
02/22/16
1846
Raodme

loading issues again :(

Are  you still having  trouble  game seems fine  from here ?


Sep 28, 2023, 23:5909/28/23
04/26/16
11

Да,проблема остаётся....

Oct 19, 2023, 23:2410/19/23
04/26/16
11

Объясните---на  Windows 7 игра ВОЙНЫ ПРЕСТОЛОВ не будет загружаться? Лаунчер загружен, при открытии игры загрузка до 78%.

OlenkaAdmin
Oct 20, 2023, 10:0610/20/23
10/31/22
453
Мэрион

Объясните---на  Windows 7 игра ВОЙНЫ ПРЕСТОЛОВ не будет загружаться? Лаунчер загружен, при открытии игры загрузка до 78%.

Гра підтримується даною ОС. Будь ласка, зверніться до нашої служби технічної підтримки надавши усі необхідні деталі, щоб команда могла дослідити причину невдалої загрузки гри. 

Nov 13, 2023, 11:2811/13/23
10/19/19
1

I reinstalled, but now now its a completely new game with none of my castle, friends, etc!

Dec 6, 2023, 09:4012/06/23
12/15/20
3

hello..i have  been dealing a couple a days now with a loading problem..the game doesnt open and the only thing i can see is a black screen..does somebody nows whats wrong?
















Dec 6, 2023, 14:2212/06/23
02/22/16
1846
Vaios Hassiotis

hello..i have  been dealing a couple a days now with a loading problem..the game doesnt open and the only thing i can see is a black screen..does somebody nows whats wrong?
















The  game has a problem that seems to effect some accounts and  not  others  Plarium is  looking into it Pleas e let me  know what is  your operating system what are  your internet speeds. 

This  is  a speed test I use  when ever I need to know https://empireaccess.speedtestcustom.com/

Dec 6, 2023, 14:3112/06/23
12/15/20
3
Wesley Pringle

The  game has a problem that seems to effect some accounts and  not  others  Plarium is  looking into it Pleas e let me  know what is  your operating system what are  your internet speeds. 

This  is  a speed test I use  when ever I need to know https://empireaccess.speedtestcustom.com/

thank you using windows 10 pro and downoad 10.2 mbps upload  0.7 mbps

Dec 6, 2023, 15:4112/06/23
02/22/16
1846

Unforunately Your  upload speed is  pretty slow  What  did the  test say  your Jitter and Ping numbers  were Please ?


Dec 6, 2023, 15:4312/06/23
02/22/16
1846

I  would  contact your ISP


Dec 6, 2023, 17:5612/06/23
12/15/20
3

hello ping 27 jitter 2


Jan 23, 2024, 18:2601/23/24
02/22/16
1846
Vaios Hassiotis

hello ping 27 jitter 2


ping  would  be  better  if in  single  numbers but  your  upload  speed  is pretty bad  at .07 Mbps

May 13, 2024, 17:3105/13/24
01/28/16
4

Здравствуйте, подскажи в чём причина хочу сменить почту но при смене вылетает ошибка 500. 

MicModerator
May 14, 2024, 10:1305/14/24
02/22/19
1473
Мерлин

Здравствуйте, подскажи в чём причина хочу сменить почту но при смене вылетает ошибка 500. 

For the security of your account you must have an active email address

May 14, 2024, 10:3605/14/24
01/28/16
4
Mic

For the security of your account you must have an active email address

Здравствуйте, в том то и дело что почта активная