READ HERE FIRST for Tech Support Issues!

darthpanda16

How do I change my network settings, change port information, router settings and stuff?

Please see the info below to help troubleshoot your connection or networking issues.

There could be local internet hiccups in your area. Please restart your PC and networking gear and try again later. You can check by using the map here: http://www.akamai.com/html/technology/dataviz1.html
Please make sure that you are using a reliable and stable Internet Service Provider with a broadband (fast) internet connection.

To learn more about what a broadband internet connection is, please see here: http://en.wikipedia.org/wiki/Broadband

The game does NOT support a dial-up or slow connection.

For more information about setting up your network connections, please visit the following sites:

Windows XP: http://www.microsoft.com/windowsxp/using/networking/setup/default.mspx

Windows Vista: http://windowshelp.microsoft.com/Windows/en-us/networking.mspx

Windows 7: http://windows.microsoft.com/en-us/windows7/What-you-need-to-set-up-a-home-network

Make sure that your router has port 29000 open for PWI and for the PWI patcher. Your router's manufacturer's website should have the instructions on how to do this.

Most router manufacturers also offer guides and additional information on their websites, in the included documentation, or on the installation CD that came with the router. On most routers, the brand and model number is on or near the serial number shown on the bottom of the device.

If you are located at a university, military installation, hotel or other similar location and are having trouble accessing the internet, contact the IT or System Administrators for that network. Some universities block internet traffic and/or restrict it. Ask them to prioritize the traffic for your internet connection and give them the IP addresses listed below and port 29000.

Below are the IP addresses for the game servers if you need to add them to your network settings, or your System Administrator/IT department needs to add them.


General IP Addresses for the game servers:

Sanctuary (PVE) pwigc2.perfectworld.com
29000:64.74.134.24
29000:64.74.134.25
29000:64.74.134.47
29000:64.74.134.48
29000:64.74.134.49
29000:64.74.134.50
29000:64.74.134.51
29000:64.74.134.52

Lost City (PVP) pwigc3.perfectworld.com
29000:64.74.134.57
29000:64.74.134.58
29000:64.74.134.31
29000:64.74.134.32
29000:64.74.134.53
29000:64.74.134.54
29000:64.74.134.55
29000:64.74.134.56

Heaven's Tear (PVE) pwigc4.perfectworld.com
29000:64.74.134.61
29000:64.74.134.62
29000:64.74.134.63
29000:64.74.134.64
29000:64.74.134.38
29000:64.74.134.39
29000:64.74.134.59
29000:64.74.134.60

Harshlands (PVP) pwieast1.perfectworld.com
29000:74.201.183.20
29000:74.201.183.17
29000:74.201.183.18
29000:74.201.183.19

Dreamweaver (PVE) pwieast2.perfectworld.com
29000:74.201.183.27
29000:74.201.183.24
29000:74.201.183.25
29000:74.201.183.26

Raging Tide (PVE) pwieast3.perfectworld.com
29000:74.201.183.67
29000:74.201.183.68
29000:74.201.183.69
29000:74.201.183.66

Archosaur (PVE) pwiwest4.perfectworld.com
29000:64.74.134.37
29000:64.74.134.26
29000:64.74.134.27
29000:64.74.134.29
29000:64.74.134.30
29000:64.74.134.33
29000:64.74.134.34
29000:64.74.134.36

darthpanda16

I sent in a ticket & haven't gotten a reply, what's going on?

Please check your email SPAM, JUNK or BULK email folders to see if your email client/service filtered our replies.

There are some of you sending us multiple emails/tickets over and over, and we have replied over and over.

Also, please know that some ISPs (like AOL, Comcast) have been known to filter or block our emails.

So if you haven't gotten a reply from Tech Support (or Customer Support) after 3 days or so, consider sending us a ticket with a different email address.

When you send Tech Support (or any department at PWE) a ticket, please do not spam our system by sending it multiple times. We try to get tickets answered the same day we receive them, depending on demand and other duties that we are busy with.

More super involved tickets may take more time to research on tech issues, because that is the nature of the beast. Longest tickets that might stay waiting for a reply are 3-4 days due to weekends (for the Tech Support crew only), or when patches are forthcoming.

When you send multiple tickets about the same thing in the same day over and over, you handicap yourself because you will get put at the back of the queue or our system will flag your emails as SPAM. We may never see it then. When you send multiple tickets like that, the reply you'll get back from us will take much longer to get then what you would have had to wait the first time.

Thanks!

darthpanda16

How do I send you guys dxdiag and hijackthis logs?

When you all submit a ticket to us in Tech Support, if you guys can attach your dxdiag and hijackthis logs, it'll save you and us more time on trying to help you solve your issues. Please see the info below for instructions.

1) You need to tell us whether you are running a 32bit or 64bit version of Windows. You can find out in Windows by going here: Start > Control Panel > System & Maintenance > System. Then look under System > System Type. It will then display 32bit Operating System or 64bit Operating System. Include that info with the logs we ask for below.

2) To create a dxdiag log, go to Start, click on Run, then type in dxdiag and press Enter. Click on Save All Information, then attach the text file to your reply. Please do not copy and then paste the text into your email, as our email system will filter it and make it useless to us. Add it to your email as an Attachment (If you have a 64bit system, please click on the 64bit Dxdiag/DirectX button to get the correct log file).

If in Vista or 7, go to the Start Menu, click in the Search menu and type dxdiag.exe.

3) To create a HijackThis log, go to http://www.download.com/Trend-Micro-HijackThis/3000-8022_4-10227353.html and download and install the program. Click "Do a system scan and save a log file," then attach the text file to your reply.

Or, use this link to download the program if you need to, or use this link: http://www.trendsecure.com/portal/en-US/tools/security_tools/hijackthis

Please do not copy and then paste the text files into your email, as our email system will filter it and make it useless to us. Add it to your email as Attachments.

We'll take a look at those, and give you feedback on our findings.

Thanks! b:pleased

darthpanda16

How do I send you guys dxdiag and hijackthis logs?

When you all submit a ticket to us in Tech Support, if you guys can attach your dxdiag and hijackthis logs, it'll save you and us more time on trying to help you solve your issues. Please see the info below for instructions.

Thanks!

===> 1) If you could please send a DXDiag log, that would help us to diagnose the problem.

To do this, go to Start, click on run, then type in dxdiag and press enter. Click on Save All Information, then attach the text file to your reply. Please do not copy and then paste the text into your email, as our email system will filter it and make it useless to us. Add it to your email as an Attachment.

If in Vista, go to the Start Menu, click in the Search menu and type dxdiag.exe.

==> 2) In addition, a HijackThis log would be a big help.

Go to http://www.download.com/Trend-Micro-HijackThis/3000-8022_4-10227353.html and download and install the program. Click "Do a system scan and save a log file," then attach the text file to your reply.

Or, use this link to download the program if you need to, or use this link: http://www.trendsecure.com/portal/en-US/tools/security_tools/hijackthis

Please do not copy and then paste the text into your email, as our email system will filter it and make it useless to us. Add it to your email as an Attachment.

We'll take a look at those, and give you feedback on our findings.

darthpanda16

Can I Play Perfect World International on a Mac or Linux machine?

With some dedication, and in theory, yes. But you will need to use some virtualization software or dual/triple booting software with which to do so.

Here are some links to programs for Macs that are supposed to let you play Windows games and apps on a Mac (because you're running Windows on the Mac.)

Disclaimer: We do not endorse or officially support running PWI on a Mac. Buying and using any of this software, you do so at your own risk. We're just trying to help Mac users to be able to join in on the community and growing fun of Perfect World International! b:victory

The software listed has mixed reviews across the Internet, so use your best judgment! Performance may vary. Check the system requirements before purchase!!

Parallels Desktop for Mac

VMware Fusion

Boot Camp

You can also use this link for information on running the game on Linux via Wine:
http://appdb.winehq.org/objectManager.php?sClass=version&iId=9923

darthpanda16

I can't login to one specific character, game crashes, help?

First, try logging in a few times on that character that is giving you trouble by holding down "W" while logging in.

If that doesn't work, go to the Launcher screen, go to Settings, and turn ALL of the Settings to the left, to be OFF and un-check (turn off) all of the graphic settings.

Select Windowed mode, and choose a default resolution like 800x600, or 1024x768 (or whatever works for you from the list.)

Then attempt to Start the game, select the character that was giving you the issue (and crashing to the desktop with an error log screen showing up) and see if you can get in game after making those changes.

---

My notes about this issue:
Very FEW users will occasionally have a character that they have when they try to login with it, the game will crash to desktop, with and error log screen displayed (like with A3d stuff with a list of log files). We have tried to reproduce this issue for awhile now, but haven't been able to. GMs have had to personally work to get a user's character out of this "limbo" that some users have gotten stuck in.

Well, once I encountered the issue, and saw what I had done, I went through our list of Tech Support things and had no success.

So when I did what is described above, I had immediate success. Seems there is a glitch if you are using a non-standard resolution and when certain textures are called by the engine, a character can have issues when trying to log back in.

Hopefully that helps some of you!

darthpanda16

Why won't you help me if I am using illegal software?

If you have cracked, ****, or otherwise pirated versions of Windows on your computer, we do not offer support for those systems.

Why? Because it is a liability for us. It is also a liability for you, the user because you are using unknown software from an unknown source, opening your system up to spyware, malware, viruses and more because you do not have the official updates and support of Microsoft's products. Not only is it illegal in many countries on the planet, the possible fines and jail time doesn't make it worth it.

We want to help everyone to get into and play our games. BUT, if we find out that your version of Windows is not genuine (and sometimes other software too), we can not help you further. You can encounter driver conflicts, hardware conflicts, hardware malfunctions, overheating issues, and possibly many other other glitches because using these unknown sources of that kind of software is too unstable.

To find out if your copy of Windows is genuine, please go here:
http://www.microsoft.com/genuine/ProgramInfo.aspx?displaylang=en&sGuid=3eab0248-191e-4dae-a3f8-dbf258cc897a

Thanks! b:victory

darthpanda16

I get a "Client Running unable to proceed with update" message, Help?

This message appears when you attempt to launch or patch the game while it is already running.

First, check the system tray to see if the has been minimized there.

If not, go to the Task Manager by pressing Ctrl+Alt+Del and end any instances you see of patcher.exe, launcher.exe, elementclient.exe, and pwprotector.exe, then try again. If all else fails, reboot your computer.

darthpanda16

Can I use Live chat for Tech Support?

We're sorry, but due to the often complicated nature of tech support issues, we often have to go in-depth with out players, get and review log files and other time consuming actions to try and help our players with their technical issues.

Please only use the Tech Support Zone to post tech issues or send in a ticket if requested by a Mod or Admin.

Official line below...

DO NOT USE Live Chat for Tech Support Issues!

When you try to ask Customer Support, Billing, etc; questions on tech support, THEY CAN NOT ANSWER THEM.

They will refer you to submit a ticket to Tech Support.

Customer Support and Live Chat is to help you with gameplay, billing and in-game issues ONLY.

What you wind up doing is slowing down the reps for the players who need immediate IN-GAME or BILLING help. It makes it 200% more time consuming by you asking for something that takes a considerate amount of time to review and research your issue (like tech support issues), review your log files for your computers and writing back and forth finding out info from you so maybe we can see what is wrong.

Tech support issues will not be answered by LIVE CHAT.
So please don't try to cheat the system, and be patient once you have submitted your ticket.

Thanks,

The PWE CS & TS Teams

darthpanda16

How do I change my password or check my registration date?

Just go here: https://register.perfectworld.com/account

darthpanda16

I need patching help, how do I run a traceroute?

Could you please provide us with a trace route from your computer to our servers?

1) In XP, click on Start > click on Run > type in "cmd"
2) On this screen type in (exactly as it is typed here): tracert pwieast1.perfectworld.com (You can use any of the IP addresses to our servers listed below. Try several.)
Please note there is a space between "tracert" and "pwieast1.perfectworld.com"
3) Wait for the traceroute to complete.
4) Right Click on the window
5) Select the "Select all" option
6) Hit "Enter"
7) You will now be able to paste the text into your reply.


1) In Vista/7, click on the Windows icon/Start > click on Search > type in "cmd"
2) On this screen type in (exactly as it is typed here): tracert pwieast2.perfectworld.com (You can also use any of the IP addresses to our servers listed below. Try several.)
Please note there is a space between "tracert" and "pwieast2.perfectworld.com"
3) Wait for the traceroute to complete.
4) Right Click on the window
5) Select the "Select all" option
6) Hit "Enter"
7) You will now be able to paste the text into your reply.
7) Include in the body of your e-mail what Internet Service Provider you are using and what part of the world you are trying to connect from.



General IP Addresses for the game servers:

Sanctuary (PVE) pwigc2.perfectworld.com
29000:64.74.134.24
29000:64.74.134.25
29000:64.74.134.47
29000:64.74.134.48
29000:64.74.134.49
29000:64.74.134.50
29000:64.74.134.51
29000:64.74.134.52

Lost City (PVP) pwigc3.perfectworld.com
29000:64.74.134.57
29000:64.74.134.58
29000:64.74.134.31
29000:64.74.134.32
29000:64.74.134.53
29000:64.74.134.54
29000:64.74.134.55
29000:64.74.134.56

Heaven's Tear (PVE) pwigc4.perfectworld.com
29000:64.74.134.61
29000:64.74.134.62
29000:64.74.134.63
29000:64.74.134.64
29000:64.74.134.38
29000:64.74.134.39
29000:64.74.134.59
29000:64.74.134.60

Harshlands (PVP) pwieast1.perfectworld.com
29000:74.201.183.20
29000:74.201.183.17
29000:74.201.183.18
29000:74.201.183.19

Dreamweaver (PVE) pwieast2.perfectworld.com
29000:74.201.183.27
29000:74.201.183.24
29000:74.201.183.25
29000:74.201.183.26

Raging Tide (PVE) pwieast3.perfectworld.com
29000:74.201.183.67
29000:74.201.183.68
29000:74.201.183.69
29000:74.201.183.66

Archosaur (PVE) pwiwest4.perfectworld.com
29000:64.74.134.37
29000:64.74.134.26
29000:64.74.134.27
29000:64.74.134.29
29000:64.74.134.30
29000:64.74.134.33
29000:64.74.134.34
29000:64.74.134.36

darthpanda16

How can I keep my Windows PC maintained/running smoothly?

Excellent question, glad you asked! b:pleased

In my advice below, I won't give link examples for everything because some are already in our FAQs here.

Think of this as a guide that you should seriously consider printing out and putting up on the wall next to your PC. If you don't know how to do some of the things suggested, feel free to look them up online and get help from a PC Tech/Repair Professional.

Please use caution downloading and installing third party software because there are companies/groups out there that will make software that seems like it does everything you need, but installs malware/spyware/adware on your PC, which is not acceptable and can damage your data or system.

I recommend that you turn off and reboot your hardware periodically because electromagnetic interference can come from anywhere and cause "bits to flip" in electronics, among other anomalies. Turning them off and depriving them of power for a little while can help things go back to a more normal state.

The following advice applies to ALL types of PCs like: notebooks, laptops, netbooks, desktops, workstations, tablets, nettops, etc.

1) Run frequent antivirus, spyware, and malware security scans on your PC.
Some programs update themselves and run scans on their own, but you should make your own schedule to do so, at least weekly.

2) Completely shut down your PC for an hour at least once a week, if you don't do it daily. Not only does this give your system a chance to cool down, but also gives you a chance to listen and see if any of the fans, or your hard drive sounds weird as it slows down.

3) Unplug from electricity/turn off your networking gear for a few minutes at least once a week. This reboot of sorts helps the hardware to go back to working similar to a fresh unit out of the box.

4) Don't use hibernate or sleep modes all the time on your PC. Vista and 7 handle these features much better then XP on maintaining your data properly with minimal errors, but they can still cause issues with some programs. See number 2, as it is relative to this step.

5) Periodically check to see if there are updates for: your web browser and its plugins, your version of

Windows, BIOS, motherboard, DirectX, video drivers, sound drivers, network drivers, & security software. Checking ever 2-4 weeks should help.

6) Clean up your system by deleting Temp files, and by cleaning out your web browsing history, cache and cookies. Cleaning these off your system at least once a week can free up drive space and help your system run smoother.

7) Try to reduce the amount of SPAM/Junk email that you receive, or delete it if you you use a email client to download POP based emails on your PC instead of web based (like Yahoo, Gmail, Hotmail).

8) Back up your data at every 1-2 weeks. RAID is overrated. Your media (music, movies, games, documents, pictures, projects, schoolwork, game saves, etc) should be copied to an external drive (hard drive or solid state), and kept in a secure location AWAY from where your PC is located. That way, if there is a fire, flood, theft, drive crash, or anything happens to your PC, you'll have a back up of your data, and hopefully only be a week or two behind on your work instead of losing it all.

9) Keep your wallpaper simple. Don't use the programs to change them all the time with pretty pictures or animations. This uses system resources that can be better utilized for something else.

10) Don't try to max out your desktop resolution just because you can. If you can set it a little bit lower and it still looks appealing to you, then do it. The less pixels your system has to push, the faster it is.

11) Don't use super pretty animated screensavers. Especially ones with elaborate animations or videos playing. These can eat up system resources and cause your system to have errors or crash especially if you are running a 3d program like a game.

12) Carefully go through your Add/Remove/Uninstall Programs area of your PC and remove programs that you no longer use, or that have "shown up", and you don't know how they got on your system. Make sure you aren't uninstalling a program that your system needs, or that you need.

13) (Optional) Unless you need the special features that some IM (Instant Messaging) programs provide, get a program that handles multiple IM types (like AIM/AOL, Yahoo, Live/MSN, ICQ) like Diggsby, Trillian, or others, and uninstall all of the other IM programs that you have.

14) Keep the number of programs that start up automatically when Windows boots up to a minimum. Having 1-4 programs that start up with Windows should be ok. Having none is really good. Having 5-15 or more starting up with Windows is PC suicide, as all of those programs are fighting for system resources which slows down your PC.

15) (Optional) Change the settings on your PC to limit animating Windows, and turn off graphic effects like transparencies, shadows and more. This will help speed up going between different Windows when multitasking.

16) Minimize Desktop Shortcuts. Try to keep them to 20-30 or lower. Launching programs through the Quick Launcher or Start Menu is quicker, and your PC can startup quicker. Disabling Desktop Shortcuts being displayed is an option as well.

17) Don't keep open mouth liquids near your PC to help minimize accidents. Have a table or flat space near your desk, or have a drink "area" lower then where your PC is.

18) Give your PC and display room the breathe. Make sure that there is at least 5.1-10.2cm (2-4 inches) on all sides of your display or PC, and anything near them. The air vents and fans need plenty of space to breathe on desktop PCs, or your system can overheat. For laptops and small form factor systems, you have to be careful and not use them on your bed covers, a carpet, jacket, or even your lap directly. Keep a flat hard book or other laptop friendly surface with your system so you can be sure that the laptop's vents and fans can circulate air properly. Having the back two corners or your laptop raised up at a slight angle can help airflow well.

19) A can of air with a straw nozzle attachment is your friend. Unplug your PC from the power supply. Blowing off the fans and vents on your laptop every few weeks is good. For desktops, opening up your case and blowing off everything is really good and should be done at least every 2 months. Blowing off your keyboard can help prevent crumbs from causing typos and stinking

20) If multiple people use your PC, carefully take some PC cleaner (or hand sanitizer) and apply it to a rag or paper towel first, smear it in some, and then clean your keyboard and mouse thoroughly. Depending on the frequency of the PC being used, this should be done every week or two. Keeps your gear from getting grimey, and helps cut down on passing germs and viruses. Keyboards and mice are some of the dirtiest objects in everyday life.

21) Use a surge protector power strip or uninterpretable power supply (UPS) with your PC, and have your networking and power cables hooked up to it. This can help protect your investment, and also help reduce noise and interference in the cables.

22) Don't use or install various search and "helpful" toolbars onto your system or web browser. These use system resources, and can be sniffing data on your PC which can also mess with your network traffic. Many of these are actually installing spyware or adware onto your system. Using Favorites or Bookmarks in your web browser instead will help your system run better. Plus, you won't be sharing your browsing history with a third party!

23) Keep at least 4-10GBs of hard drive space free for your programs and Windows to run properly. You may need to have even more free hard drive space depending on the programs that you install and their requirements.

More info:

http://www.techradar.com/news/software/operating-systems/50-expert-tips-to-make-your-pc-faster-622700

http://www.microsoft.com/protect/

http://www.microsoft.com/atwork/maintenance/speed.aspx

darthpanda16

Nov 19, 2009 4:20pm California Time

Re-did the antivirus help guide here:
http://perfectworld.vanillaforums.com/discussion/comment/4577265/#Comment_4577265

Mod added update:
Please see also Sylen Thunder's update on this here:
http://perfectworld.vanillaforums.com/discussion/comment/6592707/#Comment_6592707

darthpanda16

What kind of Internet connection do I need to play?

You need a fast and stable broadband Internet connection with which to download and play the game with.

Definition of broadband: http://en.wikipedia.org/wiki/Broadband

A good way to gauge how fast your internet is, is to see how fast websites with SD-HD video stream/download for you.

Examples:
www.youtube.com
www.hulu.com
www.gametrailers.com

If the video only has to buffer for 1-3 seconds before it starts to play, then your connection should be more then fast enough for an MMO.

If it instantly starts playing, then that is even better!

If the video takes 5-30 seconds or more to buffer before you can start watching it, chances are your connection isn't ideal for playing online multiplayer games.

darthpanda16

How can I play the game on older hardware or with integrated graphics?

I discovered a little tweak that you can do to the game's systemsettings.ini file to get the game to run better on older hardware, and integrated graphics (because the game keeps getting more content). This should help all integrated video chipset players, and those who have hardware that just meets the minimum and just under minimum system requirements.

The game should also use less system resources overall, especially when you minimize the game.

As this does not affect gameplay, it is NOT considered a cheat. We want people to be able to get into and play the game!

1) Make a copy of your game's systemsettings.ini file BEFORE you copy in the new Video settings.

2) In the \element\userdata folder, open up the systemsettings.ini file with Notepad.

3) Highlight what is in the file under the [Video] part of the text, and delete it.

4) Now Copy and Paste the following into the same place:

[Video]
Level = 0
Sight = 0
WaterEffect = 0
SimpleTerrain = 1
TreeDetail = 0
GrassDetail = 0
CloudDetail = 0
Shadow = 0
MipMapBias = 0
SunFlare = 0
AdvancedWaterUD = 0
TexDetail = 2
SoundQuality = 2
VerticalSync = 0
GammaNew = 83


5) Now Save it.

6) Start the game, and DO NOT TOUCH ANY OF THE GRAPHIC SETTINGS.

7) The game will launch full screen in 800x600 mode. Just relax and notice that the framerate should be higher. (You can test this using FRAPS)

If you change the game to run in windowed mode, and in a higher resolution, we can't promise you the same performance increase. However, it should be a better overall improvement.

If you change any of the other settings, it will put the old higher defaults in as 0 (zero) and you may have problems running the game. So you will then need to copy and paste the [Video] section back into the systemsettings.ini file and Save it again.

Please note the game must NOT be running when editing and saving the systemsettings.ini file.

darthpanda16

How do I change my Safety Lock Settings?


If you have accidentally set the Safety Lock for too long, here are the steps to change it.

1. Go to the Safety Lock window
2. Set the Safety Lock time to 1 minute
3. Confirm the time change
4. Wait three days

You do not have to remain logged in during the three day period, nor will logging in/out affect this wait time. However, if you try to change your Safety Lock settings again during this time, the seventy-two hour waiting period WILL restart, so please be patient.

Currently, the default setting for the Safety Lock is one minute. In other words, after logging in, you will have to wait for one minute before you are able to perform any of the actions mentioned below. The issue that many users are experiencing occurs when they change the Safety Lock duration. For instance, if you change the duration to two hours, then every time you log in, on any character, you will need to wait two hours before performing the aforementioned actions.

The Safety Lock CAN NOT be deactivated before the set time has elapsed, nor are GMs able to turn it off for you.

darthpanda16

My wireless mouse/trackball is not working right, what can I do?

Wireless mice have to be taken care of just like wired mice, except they have batteries to replace or recharge.

If your wireless optical or laser mouse is acting unresponsive to your clicks, movements, or the scroll wheel(s), here are some things that you can do...

Check to make sure that the buttons and wheel(s) on the mouse are clean and free of debris like crumbs, grease, grime build-up, hair, etc.

Check that the optical/laser "eye" lens on the bottom of the mouse is clean and free of debris like crumbs, grease, grime build-up, hair, etc.

Check that the batteries in the mouse have enough power. Real world battery usage time in wireless mice are often lower then what the manufacturer says it is. Your mileage may vary. Swap out the batteries with appropriately charged batteries, or new batteries and see if that helps.

Check the dongle, which is the receiver for the wireless mouse (if plugged into the USB and it isn't using wireless bluetooth), and make sure that it is plugged in. If it was not fully seated into the plug, unplug it for a minute. Turn off the wireless mouse if it has an off or reset button. Plug the dongle back in and turn the mouse on.

Check the mouse drivers for your specific mouse. Reinstall them from the disc or other media that came with the mouse for the driver, or go to the manufacturer's support website and get the latest driver for your version of Windows and model number of mouse.

darthpanda16

NOTICE:

This thread will still be posted here, but the latest Tech Support info that you will be able to find in the future will be here in our Knowledge Base:

https://support.perfectworld.com/ics/support/default.asp?deptID=15058

So please SEARCH for a solution there FIRST before you post, use live chat, or submit a ticket!

Thanks!

darthpanda16

Have a Technical Support issue, and need some help?

If you have an in-depth technical issue, please Search our Knowledge Base FIRST, right here: http://support.perfectworld.com and our Forums.

If you can not get the solution desired, feel free to post your question on the Forums here in the Tech Support Zone, or submit a ticket to Tech Support here: http://support.perfectworld.com

Tech Support tickets are usually answered same day to up to 5 business days (at the most extreme). The usually turn around time is same day to 2 days or less. Tech Support works Monday-Friday, 10am - 7pm California Time. So during these times, if you have a technical issue that you want answered quicker, please send in a ticket to Tech Support so that we can help you better.

Posting on the Forums for a technical issue may get answered by Mods or Admins, but sometimes we (as in the Tech Support Admins) are not able to get on the forums as much as we would like to. If you have a technical question on nights, the weekends, or on USA holidays, it may be best to post on the forums to see if you'll get an answer sooner.

Otherwise, please be patient until we can reply back to your ticket on our workdays. We are working to speed up our response times and track issues better, so contacting Tech Support guarantees* you a reply.

*We can not guarantee a response if your Spam or Junk Mail folders decide to eat our replies. You can check My Support though on the status of your tickets!

darthpanda16

What can I do, my game crashes with only one character every time I try to login?

You can try turning down the graphic settings for the game, and then quickly clicking on "Return to Town", or "Town Portal" as the game logs in before it crashes.

You can try logging with your character. When the loading screen appears, press and hold the W key. (or the A, S, or D keys) When the game loads, your character should be running. The error message will still appear, but continue holding down W until your character has run beyond the spot where your game crashed. Restart the game and you should be able to play as normal. You may need to run the game in windowed mode for this to work. If your character was flying at the time, you will probably need to restart the game and try again after he lands.

If that doesn't work, go to the Launcher screen, go to Settings, and turn ALL of the Settings to the left, to be OFF and un-check (turn off) all of the graphic settings. Try experimenting with the in-game settings with another character.

Select Windowed mode, and choose a default resolution like 800x600, or 1024x768 (or whatever works for you from the list.)

Then attempt to Start the game, select the character that was giving you the issue (and crashing to the desktop with an error log screen showing up) and see if you can get in game after making those changes.

It may take multiple tries to get success.

(much thanks to our player community and Tech Support & QA teams for all of these work arounds!) b:victory

darthpanda16

Multi-Client functionality changed - Here's the fix!

(from ChaoticShelly)

Hello guys, it seems as if the functionality of multi-clienting has been changed and is no longer available by opening a new launcher while already being in game on another client. There is an easy fix for that:

1) Go to the drive you installed Perfect World International on. i.e. C://, // etc
2) Go to the Perfect World Entertainment Folder
3) Go to the Perfect World International Folder
4) Go to the Element folder
5) Double Click elementclient.exe and you are done.

By doing so you will be able to multi-client same as before, without experiencing any problems. That solution is completely valid and legal, and I remind you that the rule against multi-clienting has changed - you can review it here: Multi-Clienting Rule Changes.

Happy gaming!

darthpanda16

I'm having trouble downloading, how do I install with a .rar file?

You can keep trying Retry multiple times if you get the error popup.

Please try the direct download again, the pando link may have been replaced with a .rar zipped up installer. You may need to install WinRAR to extract the game installer. http://www.win-rar.com/download.html (this can apply to the torrent too)

You can go to the folder where you downloaded the rar file, right click on it, select Extract (to the name folder it suggests or inside that same folder) and let it then extract. After it does that (it can take awhile), then double click on the Setup file. The .exe and the bin files must be in the same folder. You should have at least 20GB of free space using the rar installer.

darthpanda16

I see bandwidth and/or system resources are being used to download or run the game via Pando, I get weird error messages after download, what is going on?

This advice is helpful if you used our direct downloader that is using the Pando Media Booster.

Many games use Pando Media Booster to download and install themselves. It is peer to peer software that shares the game with other players.

If you do not want to be sharing the game files with other people from your computer, you can disable it in Windows Task Manager by ending the Task (PMB.exe is the process), or fully uninstall the program from Windows Control Panel > Add or Remove Programs after you have fully installed the game.

If you have some problems downloading with Pando, here are some things that can help:

1) Add PMB.exe to the exceptions list in your antivirus or firewall software.

2) You can use the built in test connection feature, on its Control panel click on Advanced Connection Settings > Test my Connection

3) You can try adding the game folder/files to your exceptions list in your antivirus and firewall software. Please see the help menu or support website for the software that you use if you aren't sure how to do it.

At your own risk, you may have to disable your antivirus, firewall, and other security software temporarily while you download, install, update, login to, and play the game. Sometimes the security software will block it or throttle it, no matter what you try or even if you try to add exceptions for the game files in your security software.

4) If you are using any type of Download Helper/Accelerator type of programs (and/or torrent programs), you may have to shut those down while trying to download with Pando. You might also need to shut down Bitlocker and similar programs.

5) Once installation has completed, you might need to temporarily End Task in Windows Task Manager, Pando's PMB.exe program. You would do this is you get weird errors, some of which can be "Error Code 5", or "File in use"

For additional help with Pando Media Booster itself, please see these resources:

http://pandonetworks.com/pando-media-booster-support-faq
http://www.pandonetworks.com/games/help

If you need further help, please contact technical support:

http://support.perfectworld.com/

darthpanda16

I'm getting a dll file missing error, there are missing NPCs and other graphics, help?

=====> Information to help with the .dll/DirectX error, and having missing characters or NPCs in the game:

1) If you encounter a DirectX error, dll error, or invisible characters, try updating with this on Windows 7, Vista, and XP:

Web Installer
http://www.microsoft.com/download/en/details.aspx?id=35

2) Then restart your computer.

You will need to install this if you get those kinds of errors, even if you have Windows Vista or Windows 7 so that DirectX 9 files can be copied over to the right spot.

--OR--

You can try this method:

We found one source for the dll file, but don't know how genuine it is, so use AT YOUR OWN RISK.

1) You can download d3dx9_42.dll here: http://dllcentral.com/d3dx9_42.dll/9...3001/download/

2) Paste this file into your system32 and system folder. Also put it in your syswow

3) Navigate to your System32(32Bit OS) or SyWOW64(64Bit OS) Folder.
Note: The location of System32 or SyWOW64 is
C:Windows\System32 (If you are using 32Bit Windows)
C:\Windows\SysWOW64 (if you are using 64Bit Windows)

4) Paste the d3dx9_42.dll into this folder.

5) Run the game. It may or may not work now.


Your video chipset hardware needs to support features for DirectX 9.0c level minimum for graphic visuals. DirectX 9 came out in 2002 (10+ years ago), and 9.0c original spec came out in 2004.

Restart your PC and try again.

Your video chipset hardware needs to support features for DirectX 9.0c level minimum for graphic visuals. DirectX 9 came out in 2002 (10+ years ago), and 9.0c original spec came out in 2004.

Thank you all for your dedication, patience, and understanding on this latest major release!