Skip to main content

How can we help you?

Search

  1. Eleventh Hour Games Support Sandbox
  2. Technical Support
  3. Performance

Troubleshooting a lost connection and server issues

  • Updated

Table of Contents

  1. General Workarounds
    1. Steam Maintenance
    2. Using a VPN
    3. Contacting your local ISP
    4. Adjust DNS Settings
    5. PC Clock Drift
    6. SG TCP Optimizer
  2. Lost Connection on Zone change
  3. German Players - DC on Zone Traversal
  4. LE52, LE77, and other Login issues

 

General Workaround

We apologize that you are experiencing this issue. It is something our team is aware of and is currently doing their best to resolve it as quickly as possible. In the meantime, we do have a few connection troubleshooting options we can offer that may help until a more permanent solution is found:

Steam Maintenance 

Check to make sure there is not currently a Steam maintenance period. 

Steam's routine maintenance happens every Tuesday, usually starting in the afternoon around 3:00PM - 6:00PM Pacific Time. This maintenance generally lasts under an hour, though it can vary from minutes to longer periods, disrupting online features but aiming for minimal impact during peak hours. You can check the current status of steam at steamstat.us.

Using a VPN

Using a VPN has proved helpful for many players. If you do not have the ability to purchase a VPN, Cloudflare Warp is a free VPN that has been tested by the community. If Cloudflare Warp fails to work, some players a have reported success using Proton VPN instead.

Contacting your local ISP

Contacting your ISP may also be a useful option as it has been found many providers have a block on certain items.

Please use https://gcping.com/ to see if your IP is being affected by Google Cloud

Adjust your DNS settings

  1. Login to your routers configuration page.
    • To do this you open your web browser, type the router's IP address into the address bar, and then enter the username and password (often admin/password or a sticker on the router itself).
      • To find your router's IP address you can check the sticker on the back of your router or type ipconfig in the Windows Command Prompt.
  2. Locate the DNS settings.
  3. Updated the primary DNS to 1.1.1.1 and alternative to 1.0.0.1
  4. Save the settings.
  5. Go to https://www.dnsleaktest.com/ on any device connected to your network and start the test
  6. The site will explain your results to see if adjusting your DNS settings was successful.

PC Clock Drift

Ensure your system time in synced and that you are not experiencing PC Clock Drift

  • Reddit User Groovy_Decoy explains in detail here

SG TCP Optimizer

SG TCP Optimizer is a free program that many players have also found helpful when experiencing these issues. 

If none of the above prove helpful, please know that the team is working on solutions. To keep tabs on this information, please visit our Forums, as this will be the first place such information will be posted.
It will also be helpful to submit an In Game Bug Report when you notice any issues - including your ISP and server choice on Login - or reach out to our Support Team with your log file and system information attached to the ticket.

 

Lost Connection on Zone change

We apologize that you are experiencing this issue. It is something our team is aware of and is currently doing their best to resolve it as quickly as possible. In the meantime, we do have a few connection troubleshooting options we can offer that may help until a more permanent solution is found:

  • Changing your Server on the Log-in screen
  • Using a VPN has proved helpful for many players. If you do not have the ability to purchase a VPN, Cloudflare Warp is a free VPN that has been tested by the community.
  • SG TCP Optimizer is a program that many players have also found helpful when experiencing these issues
  • Contacting your ISP may also be a useful option as it has been found many providers have a block on certain items.
  • Adjust your DNS settings

If none of the above prove helpful, please know that the team is working on a solution. To keep tabs on this information, please visit our Forums, as this will be the first place such information will be posted.

 

German Players - DC on Zone traversal

SG TCP Optimizer - Using this 3rd party program, changing the setting to ‘Optimal’, several players have been able to play without issues. 


image.png

 

LE52, LE77, and other Login issues

To check you are on the correct build in Steam: Right click on LE, Properties → Updates Build ID: 20404505

If you are continuing to experience log-in issues, please submit an in game bug report from the character select screen using the term 'Steam Update' in the explanation along with the error number if you have one. 

For players unable to get passed the Log-in Screen, please reach out to our Support Team with your Player.log files.

If you do not have the correct build number - Please try reloading Steam fully, by closing it from the System Tray or killing it in Task Manager before relaunching. This should force Steam to update correctly. Please be aware that sometimes it can take Steam some time to distribute the update to all locations.