Hope you are fine today. Thank you for letting us know the issue you currently have with the connectivity to the game. Im sorry for it.
I would let you know that we reply back with steps to try to solve the issue. Some players are posting the questions and the answers are on the posts, thats why we need to copy it and provide it again. All the steps we provided are valid for different issues.
If you cannot get access to the game after complete those steps, its going to be needed and investigation about why you cannot get access. Not all the players are getting the same issue, and thats why we need to discard if that is a software issue, a hardware issue or a New World issue.
I play the game as well, and sometimes I got a screen with an error, or a miscommunication with servers, or something, I troubleshoot the game and then I can play it again, however it happens not only with New World, but with most of the MMOs I play. Im playing other games sometimes and I got kicked, or lag, or an error. It happens with all games. Thats why we need to know if there is an internet issue, or something else.
The real solution is to follow the steps provided by the team. We cant advise to check your hardware as its your computer, so we can try with standard protocols.
If you cannot access the game, my advise will be to check your internet connection settings and your software as follows:
Check the EAC: Locate the game directory, and then select the “EasyAntiCheat” subfolder. Click EasyAntiCheat_Setup.exe to run the installer as an administrator, fix it if necessary.
Note: The Steam Games installation directory will generally be in: C:\Program Files\ Steam (x86)\ SteamApps\ Common
Avoid using VPN, and you should remove other programs such as bots to mine or fish or to avoid being AFK. (if installed for any reason) Even overlays to get unofficial maps for the game.
Shut down the computer completely. Turn it on, then run the Steam client as administrator and try the game again.
If after everything checked and all the settings are all right and your system requirements are the right ones as well and you cannot connect the game, please go to Contact Us | Amazon Games and create a web ticket for further investigation.
Make sure to
At minimum, provide the most recent log, but preferably provide 3 logs from: Users<username>\AppData\Local\AGS\New World\LogBackups
If applicable, provide a single log file from: \Users\USERNAME\AppData\Local\AGS\New World\CrashDB\reports\
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.
Tip: If AppData is set as a hidden folder, you need to enable hidden folders to see the logs.
It’s not a real solution what you gives because it doesn’t resolve the issue for me and for all those players who raise the issue last 3 months and ASG doesn’t help them.
Let me summarize, why I am asking you to give us a real solution instead of useless troubleshooting template:
I playe other MMO games - No connection issue never
I have a stable good itnernet connection
I’ve made all troubleshooting you gave twice as I contacted ASG and I have another topic on forum to get help. I gave all those files - No help, no answer.
Looking at number of people having that issue - it’s logical it’s a problem with NW servers, isn’t it?
I asked also admin of my internet provider to trace the connection route with all those failed log ins. It’s not stuck anywhere - it’s going to NW server in United States, but WHY NW IS CONNECTING TO US LOGIN SERVER WHEN I LOG IN EUROPE ON EUROPE SERVER? Maybe here you need to investigate? You don’t have European servers actually?
You said you contacted our team for assistance, please provide your character name, world/server so I can find your communications with the team and investigate the issue you have.
Please let me know what country are you trying to connect from and if you are using or not a VPN connector.
Just to understand: You statement is: You cannot connect the game, its giving you and error statement unable to connect to the server? Please also provide a screenshot of the issue from your computer-
Please provide your computer specifications:
CPU:
GPU:
RAM:
HDD: (game installed to primary OS storage, or secondary drive?)
MOBO Model:
Mobo BIOS Version:
Windows System Version and Build Number:
Server (Region):
Physical Location/Region (i.e. Rome, Italy):
Internet Service Provider:
Error messages you are getting:
What is happening?:
Where are you in the process when you run into the trouble? (e.g. When I leave tutorial and enter the world, launching the game, teleporting to an outpost in Weaver’s Fen, etc.)
@Standor Any update? Now I;'m clicking those errors for 40 minutes and still couldn;'t get in the game. I missed now lazaurs group because of that. Who will wait 1h or more for someone to log in?
It’s insane that the issue is being reported by different players to you since September and nothing done?
I’m here wasting coins since even that i finally logged into the game (after almost an hour trying to get through the character selection page), few mins into the game then it would crashed. I have died over and over in game due to crash and spent unnecessary money due to the need to repair my broken gears and stuff.
For those who are still having issues please reply with this info,
Character Name
Where are you located (physically)?
What world/region are you attempting to log into? (if you are attempting to log into a world/region that’s far away from where you are located, you may receive this error sometimes)
What ISP do you have? (would be good to know if there’s a pattern)
Are you using wifi or a wired connection? (please try a wired connection if you are using wifi)
Do you ever have internet connection issues with other games/in general? (if yes, this is an internet issue)
Will wait for your response and may have a Happy New Year
-Malaysia (many malaysian are affect by this)
-AP server Delos
-TM net (pretty sure its your server, because i dont have any issue with other game)
-Wired connection
-no issue on other internet activities. 300mbps download speed
Character Name: Hazzell
Where are you located (physically)? Malaysia
What world/region are you attempting to log into? (if you are attempting to log into a world/region that’s far away from where you are located, you may receive this error sometimes): AP Southeast
What ISP do you have? (would be good to know if there’s a pattern): Unifi TM
Are you using wifi or a wired connection? (please try a wired connection if you are using wifi): Wired connection. I have no issue accessing streaming sites, YT, anything.
Do you ever have internet connection issues with other games/in general? (if yes, this is an internet issue): Never. Me and my fiance are gamers and we intentionally using a high internet package only.
Thank you for your response and yes please post updates. Your representative replying to other threads with same issue not doing such a good job saying things such as “It’s normal to have lag issues in MMO” or “check the known issues list”. Such responses are not professional especially from a representative and obviously not helpful. Please take a deeper review in your team especially those that need to response to threads related to report of bugs and issues.
