Support - Game Issues

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Technical Issues >> Game Issues

Contents

Login Issues

Cannot connect to Login Server

cmd_ping_Login_Server.jpg

In Command Prompt, How to ping the Login Server.



  • Check that the server is not down for maintenance, Shaiya Home.
  • Turn off all Computers and Network devices. Pull out the plug on both your modem and/or router and wait at least 1 minute. Then turn on the modem, followed by the router, then the Computers.
  • A third-party firewall may be blocking your connection. To test make sure you have Windows Firewall enabled, and disable any others. If it turns out to be the cause then usually it would just mean that the third-party firewall needs to be configured to play Shaiya. Make sure that the required applications are added to the program exceptions, and if that doesn't work, try also adding the required forwarded ports.

Pinging the Login Server no longer works, as ICMP response has been disabled.

Add Shaiya Game Ports to your Firewall

  • If after trying after a few hours nothing helps:

Forward the following destination ports on first your software firewalls, and if that doesn't work try adding them to your router firewall.

30800 - TCP
30810 - TCP

See How to do port forwarding on a variety of routers.

If it needs to be assigned to a fixed IP address then you need to assign a Static client IP address.

Account does not exist

  • Your Username should contain alpha-numeric characters and basic symbols only. Other special characters will not work, and a new Account will have to be created.
  • If you have registered your account before Mid November 2007, your account may have not been activated to play Shaiya. You can activate it by resetting your password. Logout from the main site, and click Forgot Password. Reset the password from your e-mail and your account should be now activated.

shaiya_account_not_exist.jpg

The in-game error, Account doesn't exist.



Username/Password Incorrect

  • It is case-sensitive, Make sure that you have typed in your Username, and Password Correctly. Make sure the CAPS LOCK is set to OFF, and that you have used the correct Upper and Lower-case characters.
  • Try and Reset your password.

shaiya_invalid_ID_password.jpg

The in-game error, invalid ID and password.



Game Errors

Game Disconnects/Data Recieving Error

shaiya_server_disconnect.jpg

The in-game error, Connection with Server has been disconnected..


  • If it's generated during the Character Loading Screen, check to see if it can start with other avatars on the same Server. If it only generates the Error for One specific avatar then submit a ticket to Support. Specify your Server, and the avatar name for which you are having issues with, and mention that it's only that character your having issues with.
  • The Aeria download link uses BitTorrent DNA, which can saturate your network, If you downloaded from that, and it's occurring during the game loading screen.

1. Open Task Manager.
2. Select the Processes tab
3. Look for the Image Name: "btDNA.exe".
4. If it's present, Un-install it via Add/Remove Programs/Features.
In Windows:

  1. Start >> Control Panel >> Add/Remove Programs/Features
  2. Look for "dna" in the list.
  3. Uninstall it.

If this worked for you don't forget to sign the petition to Remove BitTorrent DNA Link from the Shaiya download page.

  • One thing that has worked for some people is to wait for a while (3 or 4 mins) at the character selection screen before trying to load a character. If you are on a slow connection it can take a while for the game to update some of the local information. If you try and start the game before the local information has been updated you get the data receiving error. This isn't the only cause of the DRE, but it's worth a try. Once you have receive the DRE you will need to shut down Shaiya & restart it again as the DRE seems to completely nerf the connection.

Some simple things can be done to try and fix this issue.

1. Make sure that your internet connection download/upload limits have not been reached.
2. Windows Start, In Run/Search type ncpa.cpl to get to Network Connections, Click on your active internet connection right-click and select Repair or Diagnose.
3. Turn off all Computers, Turn off and pull the out the power plug on all network devices, wait at least 1 minute, then re-booting from modem, to router, to Computer, in that order.
4. Removing non-system critical Processes from msconfig and configuring Services, Especially those that may be saturating your network.

When Idle or Away from the Keyboard

Some Internet Service Providers (ISPs) are closing off Socket connections when no traffic is running on well known Ports.

Solution


For more information on Disconnects see Network Connection Issues.

Client does not match

  • If you have used some kind of Unofficial patch check that your hosts file is not corrupted.

Windows Hosts file.

  • If you are not using the legitimate game executable it can also be the reason.
  • Un-install, the Re-install from the Shaiya Client Installer.
  • If it's the first time installing, check that you have latest installer from Shaiya Download.

Can't Download Force Data

Seems to occur when attempting to retrieve Character data, such as the Character selection screen.

  • No Known fixes.
  • Restarting Shaiya may help.
  • Server restarts can fix the issue, which occur weekly.

sgraphic not responding

Try re-downloading Shaiya and verify by comparing hashes.

Defrag the hard drive partition, that the Shaiya client is on, and the Operating System is installed on.

  • Do a memory test to verify that your RAM is fine. Run it for at least 8 hours or overnight.

Windows Memory Diagnostic
MemTest86

Data Has been altered.

See Game Crashes.

Game Crashes

  • Try re-installing Shaiya.
  • Uninstall Shaiya, Disk Defragment your Operating System Partition, and the Partition that your have the game installed on.
  • Try to Rebuild the Page File (Very similar for Win XP too).
  • Re-download the client from a different file mirror and re-install. See Shaiya Download.
  • Do a memory test to verify that your RAM is fine. Run it for at least 8 hours or overnight.

Windows Memory Diagnostic
MemTest86

The instruction at X referenced memory at Y. The memory could not be read.

Where X and Y are hex addresses. See Above.

Application not responding

Make sure all firewalls you use have had the "game.exe" and "GameGuard/GameMon.des" added to the Firewall Exceptions/Exclusions list.

Game Restarts Computer

Known Application Issues

Both are conflicts with GameGuard.

Comodo Firewall Pro

Configuring COMODO Firewall Pro

reference: http://forums.comodo.com/empty-t23730.0.html

CA Internet Security

Here is how to temporarily disable the Anti-virus which has been known to cause Crashes.
See here (Login as Guest)

reference: http://homeofficeforum.ca.com/homeofficeforum/showthread.php?t=1585

Recovery Settings

When any program repeatedly shuts down your computer, chances are you’re running Windows XP and Windows is encountering a conflict. In Windows XP, the default setting is for the computer to reboot automatically when a fatal error occurs. (Pretty useless if you're trying to troubleshoot, isn’t it?)

To change the recovery settings and disable automatic rebooting:

  1. Right-click My Computer, and then click Properties.
  2. Click the Advanced tab.
  3. Under Startup and Recovery, click Settings to open the Startup and Recovery dialog box.
  4. Clear the Automatically restart check box, and click OK the necessary number of times.
  5. Restart your computer for the settings to take effect.

Now when a fatal error occurs, you'll at least see it and it won't cause an automatic reboot. You still have to sort out what's causing the problem, but at least you’ll have a starting point.

Computer Crashing or BSOD (Blue Screen Of Death)

  • Make sure that all your hardware drivers in particular your graphics card is the most recent by navigating to your Chipsets manufacturer. Sometimes the latest driver may have a bug with it, you may need update to previous release of the driver if it doesn't work.

Here are some common driver update sites:
ATI Drivers
NVidia Drivers
Intel Drivers

  • Make sure that you have the latest software drivers and firmware from your Mainboard Manufacturer. To find your exact Mainboard consult your Manuals or Download and run CPU-Z.

If it still restarts the issue may be a hardware failure of some sort.

  • If you have overclocked anything like your Video Card, Or your CPU, RAM etc, Reset the clock settings either in your BIOS (Revert to Default Settings), or the tool that you used.
  • Do a memory test to verify that your RAM is fine. Run it for at least 8 hours or overnight.

Windows Memory Diagnostic
MemTest86

  • Then I would stress test my Graphics Card by playing a 3D FPS of some sort like Quake, or Unreal, or OpenArena (it's free), if their are no crashes , then it is probably not a graphics issue. Make sure it does not have FPS Limiting enabled.
  • Download Prime95 (Multi-core version if your CPU has more than one) stress test "small FFTs" with round off checking, overnight (or at least 8 hours) to check that the Computer is stable. Good idea to check your CPU safe temperatures, download Core Temp and check if it's reaching high or past that max safe operating temp which can be found usually at you CPU Manufacturer's Website.

http://www.intel.com/
http://www.amd.com/

Finding out information on Game Crashes

  • When it crashes, write down the computer operating system time (bottom-right).
  • Check in the Windows Event Logs.
    In Windows:
    Start >> Control Panel >> System and Maintenance >> Administrative Tools >> View event logs.
    Navigate through the log folders, and note any errors generated, corresponding to the same time of the crash.
  • In your Shaiya installed folder, check if their is a file called "debug.txt" and see if any error information has been written to it recently.
  • Post that information in your thread for support.

ref: http://support.microsoft.com/kb/308427

win_event_view_app_error_thumb.jpg

Windows Event Viewer.



Game Closes

Their can be a number of reasons for this. Check that your PC meets the minimum requirements, and that your using the latest stable audio and video drivers for your cards. If the graphics is suspected, see Graphics Issues.

Graphics Issues

Graphics are Slow or Jerky, getting Low FPS

New Computers - nine times of ten have old/outdated drivers. This is because the Original Equipment Manufacturer (OEM) uses a common 'image' to install the Operating System (OS) on their product lines. This image isn't updated regularly, so you get a new Computer, with old drivers sometimes 6-12 months old.

The most common latest Drivers can be obtained from:
NVidia Drivers - Download
ATI Drivers - Download
Intel Drivers - Download

When you get a new Computer, check for updates on every component. Check for OS updates as well.

Also See: GFX LAG - How to make the most of your graphics/game speed.

Change Shaiya to run with the lowest graphic settings

If you suspect it's the video card, and you can modify configuration files, create a backup of "CONFIG.INI" and modify the file with the following Video section instead (located in your Shaiya installed folder).

[VIDEO]
SIZE_X=800
SIZE_Y=600
COLOR=16
TEXTURE=LOW
RANGE=LOW
FULLSCREEN=TRUE
WATER=FALSE
GLOW_LEVEL=0
GAMMA=3
SHADOW=FALSE
CLOAK=FALSE
HELMET=FALSE
WEAPONEFF=FALSE

Some graphic options cannot be changed with the Updater, so that's why it may be necessary to manually change them. Otherwise just change the settings in the Updater Options, and the Options in the Character Select Screen or In-game, see right.

shaiya_lowest_graphic_settings.jpg

The lowest graphic settings available in Shaiya.



requires min. DirectX 9.0c version and the latest graphics card driver

  • Try restarting your PC, then re-launch Shaiya, sometimes it does not free up required resources properly.
  • Make sure that you have use DirectX9.0c or higher by looking at your DXDiag.

Download:
DirectX9.0c - Microsoft Website (Validation Required)
DirectX9.0c - The Software Patch

  • Make sure that you have installed the latest Video Driver for your card. Some manufacturer drivers may be out of date, and the nVidia/ATI Catalyst sites might have a more current Version.

NVidia Drivers
ATI Drivers

  • If you have set the game to run in "Full Screen" mode make sure that the Operating System Resolution is same as the Game Resolution.
  • If the Game Resolution is much less, or you have widescreen, then run in Windowed Mode, or create a Custom Resolution.

Graphics Card May be Overheating

Recent Video Cards now can be monitored for there Graphics Processing Unit (GPU) Temperature, as long it has a temperature probe or chip on it.

To check the Temperature on ATI Cards you can check the following Section in Catalyst Control Center.
overdriveel8.jpg

NVidia System Monitor
nvidia_monitor.jpg

Characters appear white

  • Check that you have version Direct 9.0c installed, by typing "dxdiag" in the Run dialog.
  • Make sure that your Video Card supports Pixel Shader 2.0 or higher.

Screenshot Not working

Press F12. What you can do instead is take a shot of the Shaiya window, by pressing ALT+PrtScn instead then just use MS Paint to paste screen shots in which comes pre-installed with windows. tutorial: How to make a screen shot in Windows

Create Custom Monitor Resolutions

Guide to set a custom resolution in Shaiya

In-game issues

Create Character - Character does not show

  • Make sure your select Class, Sex, and Job before your Character will appear on the right side.

shaiya_create_char_show.jpg

All options being set before it shows the Avatar.



Character can't Move, or Jammed, or Stuck

  1. Press Enter to get into the chat text box.
  2. Make sure you delete any symbols, that are used to send your message to a particular channel (ex: "@" - party, "$" - trade, etc).
  3. Type in /town or /return.
  4. A message should come up in the interface:
  5. Wait 10 seconds.
  6. You should re-spawn to the nearest town.
    • If a monster is attacking you it will cancel the teleport.
  7. If you still re-main stuck, contact a [GS], or GM, and await advice.

shaiya_return.jpg

How to enter in the return command into Chat.



Cannot type in Trade Chat

You must be at least level 10 to type in Trade Chat. This was an anti-spam measure.

Characters are deleted after playing

When you create Avatars on one Server they are only saved on that Server. They are not saved on the other Servers. To play on the other Servers a new Avatar will have to be created.

I create an avatar named "Bill" on Server Lailah, then I try to play on Server Teos. I will not be able to select Bill, I will have to create a new Avatar. If I want to play with Bill I have to select Server Lailah where he was originally created.

Character Skipping Around or Moving Fast

Check if you have the Speed Glitch

  • Find someone who is running close to you (that isn't using Sprint/Mounts etc) and run right next to them.
  • If you go way faster than them then you may have Processor issues, if you roughly match there speed then I wouldn't worry about it.

Solutions

Your processor may have issues, check and download the latest Drivers and Utilities.
Intel - Download Software, Drivers and Utilities
AMD - Support & Downloads

  • Early AMD Dual Cores have an issue, The CPU Model has a "00" on the end, the "50" versions should already be fixed. If you have the "00" download and install the AMD Dual Core Optimizer.

Only works on Vista x64 as GameGuard conceals game.exe:

  • Multi-cores may have issues with Shaiya, check if Shaiya is forced to be run on one core solves the issue.

You have to be assigned as part of the Administrator group.

You Must be Administrator, see Check if user belongs to Administrator group
Open up Task Manager, select Process Tab, Look for "game.exe", right-click and select Set Afinity, then set tick only one CPU, and un-tick all others. You have to do this each time you play.
http://articles.techrepublic.com.com/5100-10878_11-6168870.html

For Advanced users only, If you want to be able to permanently assign process to certain cores you can do so with the Microsoft Application Compatibility Toolkit

Everything is in slow Motion

  • Restart your Computer.

Screen Shakes

Click [b]Options[/b]. Look in the top right corner of your screen and click on [b]User Options[/b]. Now you should see towards the bottom of the box that pops up a small check mark next to [b]Screen Shake[/b]. Uncheck this and problem should be solved.

Keyboard/Mouse Issues

Login Page - Keyboard/Mouse Not Responding

  • If your using an Apple Mac, Disable the service Input Re-Mapper.
  • Try download and installing the latest drivers from your Manufacturer.
  • Exit the loaded software, that enables Custom Functionality to your input device.
  • If that doesn't work, try using the default generic Windows Keyboard or Mouse Drivers, and see if that works.

Targeting key not working (Grave accent key)

  • Make sure that your Keyboard has the correct and latest Driver from the Hardware Manufacturer. Also make sure that the correct Keyboard has been selected.
  • If that doesn't work you could try just installing it as a standard Generic PS2/USB Keyboard, and see if it makes any difference.
  • Make sure your Keyboard Input Locale is set to just English "US", not "US International" or anything else.
  • Make sure Hot keys for Input Languages is not Interfering with it.
  1. Start >> Control Panel >> Regional and Language Options
  2. In Regional and Language Options, click Keyboards and Languages Tab, click Change keyboards... Button.
  3. In Text Services and Input Languages, click Advanced Key Settings Tab, In Hot keys for input languages Box:
  4. Select Between input languages, click Change Key Sequence Button,
  5. Set Switch Input Language Radio Button to Not Assigned.
  6. Set Switch Keyboard Layout to Not Assigned
  7. Click OK.

ref: http://forums.aeriagames.com/viewtopic.php?p=2087499

disable_key_sequences_vista_th.jpg

The settings for changing Hot Keys.



Mouse Look Drifting when right-click button is held down

If in Window mode you may receive this bug Simple fix for it is to go full screen or minimize all programs running behind Shaiya (Scrollable objects...for example your browser open with the site: forums.aeiragames.com)

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