No product information... =dont know what to do

Game Support English Support
1

well cant log in the PTR for some reason,

reinstalled it, first time im getting this error been on the PTR many times

‘’ no product information found, cannot initialize Game. Please contact Customer service for this product’’

What can i do to get on ?

2

Hello @Kerenar,

I’m sorry to read about the issue you’re having with the game access, some players were successful resolving the issue by toggling IPv6 by following this steps:

  1. From the Start/Windows Menu, select Settings.
  2. Select Network and Internet.
  3. In the Status section, under Change your network settings, select Change adapter options.
  4. When the Network Connections window opens, right-click your network connection.
  5. Select Properties.6. Scroll to Internet Protocol version 6.
  6. Uncheck the Internet Protocol Version 6 (TCP/IPv6) box.
  7. Select OK to save your changes for the selected network adapter.
  8. Try launching the game again. A PC restart may be necessary.

If that doesn’t work I can recommend you to reach us via player support using the following link: Contact Us | Amazon Games to create a support ticket and review your case in more depth.

Please make sure to add the DxDiag and Gamelogs through a sharing link from a Cloud Storage like Google Drive to the support report, you can pull it following this steps:

DxDiag report:

  • Go to Windows Start search bar and type dxdiag.
  • Click on dxdiag.exe.
  • When green progress bar goes away, select Save All Information and save the file to their desktop.

GameLogs:

  • Game logs can be found on: \Users\USERNAME\AppData\Local\AGS\New World\CrashDB\reports\

If you need further assistance in any other issue please don’t hesitate in reaching us again!

Cheers!

3

tried the above. its not doing it. got the DX and the Log handy dont know how to attach it to the ticket i opened

Thanks

4

Hello @Kerenar,

Please see below as stated on my previous post:

If you need further assistance in any other issue please don’t hesitate in reaching us again!

Cheers!

5

Same problem for me. It’s really frustrating after a working day go home and can’t relax on my favorite game. This happened after today update.

6

Hello @StuntmanMix,

I am sorry to hear you are experiencing an issue similar to the one on this thread but I heavily suggest against replying on top of older posts in order to avoid having yours overlooked.

Thank you for providing feedback relevant to the Public Test Realms. Please note this is best addressed in the PTR section of the forums as we do not provide support or gather feedback on these scenarios through regular contact methods.

Good luck and see you in Aeternum! :wolf:

7

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