Troubleshooting Common Problems / 常见问题解决方案

[GameScience]

If clicked play on Steam but nothing happened

1. Please browse local files and try starting game by clicking gslauncher.exe to launch the game.
   
2. If problem still exists, please temporarily disable your anti-virus program.
   
3. Uninstall the game, and delete the red tides folder.
   
4. If the problem still exists, please try upgrade your update your graphics driver.

If launched game and then goes black screen

1. Please open your Steam library, right click Art of War: Red Tides, and then Propriety > verify files > launch game
   
2. If problem still exists, please try uninstalling the game and delete the red tides folder and then reinstall the game.
   
3. If the problem still not fixed, please try upgrade your update your graphics driver.

Error code 21009

If you encountered this error code after June 10, please grab screenshot and sent it to us by email ([e-mail]). We will fix it as soon as possible.

In order to faster identify bugs, errors, etc., please specify the following in your feedback:

1. When it occurred.
   
2. Where you were when you were playing the game (eg. New York, US).
   
3. Which internet service provider you were using.
   
4. What kind of internet connection you were using, wired or wireless.
   
5. The full page screenshot of the launcher.

Error code 21010 / 21011

1. If it is code 21010, please try release, renew and flush dns. Battle net support[us.battle.net] has a detailed guide for that.
   
2. Switch to a wired connection. Wireless connections tend to be difficult to troubleshoot due to potential interference from the environment and other radio signals.
   
3. Configure your network to make sure your connection is not being blocked by a firewall or router.
   
4. This problem is because that you failed to connect to our server. please tell us which country/city are you in and idealy also your internet operator by sending email to [e-mail]. We will try to solve the connection problem.
   
5. Before the problem is solved, you could try using VPN.

Error code 21012

1. Restart your computer and see whether the problem is solved.
   
2. If the problem still exists, you could open your Steam library, right click Art of War: Red Tides, and then Propriety > verify files > launch game again
   
3. If problem still exists, please try uninstalling the game and delete the red tides folder and then reinstall the game.
   
4. If you tried the methods above and the problem was still not solved，please contact us（[e-mail]）and help us identify the problem.
   
5. The Intel Graphics Driver causes failure in starting the game and the error code 21012. Please visit Intel‘s website[downloadcenter.intel.com] to download and upgrade your graphics driver.

In Chinese

如果在Steam上点击开始游戏但什么反应也没有

1. 请尝试浏览游戏的本地文件，并点击gslauncher.exe来启动游戏。
   
2. 如果仍不能解决，请尝试关闭杀毒软件
   
3. 如果问题依旧存在，请尝试卸载游戏并且把整个游戏目录删除，然后再次下载重装。
   
4. 如果问题还不能解决，请尝试升级显卡驱动

如果启动游戏后直接黑屏了

1. 可以试着进入steam游戏库，右键点击art of war: red tides，然后点击属性，点击本地文件，然后点击验证本地文件完整性来解决这个问题
   
2. 如果问题没有解决，请浏览本地目录，删除所有文件，然后卸载游戏并重新安装
   
3. 问题依旧存在的话，请升级你的显卡驱动

登录器错误码21009

如果您在6月10日之后仍然出现21009的错误码，请您截图并发送邮件告知我们（[e-mail]），我们将及时处���。

为了更快定位问题，请在反馈邮件中注明以下信息：

1. 问题发生的时间
   
2. 您所在的国家及地区，（如：美国，纽约）
   
3. 您的网络服务运营商名称。
   
4. 您所使用的宽带类型：有限网络或无线网络
   
5. 完整的报错截图

登录器错误码21010/21011

1. 如果错误码是21010，请尝试手动修复DNS，暴雪战网支持[us.battle.net]中有详细的方法指南。
   
2. 如果您是使用无线网络，那么建议尝试使用有线网络登入游戏。无线网络稳定性较弱，可能会受到各类干扰，从而导致连接失败。
   
3. 检查一下自己的网络连接状态，确保网络没有被防火墙或者路由器屏蔽。
   
4. 问题的原因是未能您的网络无法连接至我们的服务器所致，如以上方法均不见效，请通过邮件（[e-mail]）告知我们您所在 国家/城市 和 网络运营商，我们将尝试优化连接问题。
   
5. 在问题得到解决之前，可以尝试使用管理员权限运行游戏，或者使用vpn连接

登录器错误码21012

1. 请您尝试重启电脑之后再试试能否解决问题。
   
2. 如果问题没有得到解决，可以试着进入steam游戏库，右键点击art of war: red tides，然后点击属性，点击本地文件，然后点击验证本地文件完整性来解决这个问题
   
3. 如果问题仍然存在，请浏览本地目录，删除所有文件，然后卸载游戏并重新安装
   
4. 如已尝试上述方法但问题依旧没有解决，请发送邮件协助我们（[e-mail]）定位问题，进而解决问题。
   
5. Intel显卡驱动与steam的程序冲突会导致21012问题出现。请点击驱动下载[downloadcenter.intel.com]，前往英特尔官方网站，下载并更新显卡驱动。

[76561198107666382]

I can't click the "Login with Steam" I get stuck on that. please help

[Selferis]

How can u even manage to release more bugged game then in beta?????? I play whole beta time and im playin~~ now. Resolution screen don't work properly, units stucks before each other and cant move more often, i cant disable rookie advice (which display on units specjal abilities so u cant see them if available) even if there and option to take it off (it doesnt work), why i have rookie advice on 20 commander lvl wtf mates. After few hours of playing i think that the 6 months from beta over u work on in game shop and skins for passive money earning

[GameScience]

Originally posted by 2B:

How can u even manage to release more bugged game then in beta?????? I play whole beta time and im playin~~ now. Resolution screen don't work properly, units stucks before each other and cant move more often, i cant disable rookie advice (which display on units specjal abilities so u cant see them if available) even if there and option to take it off (it doesnt work), why i have rookie advice on 20 commander lvl wtf mates. After few hours of playing i think that the 6 months from beta over u work on in game shop and skins for passive money earning

Sorry for the current bugs, we are improving the game as the game just being released. Trust us those would be fixed soon.

Those bugs emerged because in past 6 months we reworked UI, improved the battle mechanics, improved the AI of units, redesigned some units (not simply the difference of attributes but designing new mechanics), etc. We would like this game could be more fun in the long term. We are already fixing the problems.

[76561198107666382]

:( i've try whole day to play this game. but still i got stuck on login screen and cannot click the "Login with Steam".

[Commander Tom]

I played the game and it was much buggier than the beta.

Pls make a bugthread cause they're already are a lot reports on the steam forums left unattended.

Game sometimes gives cash to the wrong team. It says wrong things like x annihilated y, while it's the other way around..Giving the losing team extra money..

Commander skills are still untested like in the beta. False rally for instance. Bla bla bla within the same screen... No , within 3/4 'th of the screen.

Unlocked a quest for 40 gems didn't get any of them.

friend invites are not coming through...

Lot's of cosmetics and units reworked visually which i personally don't se the time and use from.. I don't think there was anything wrong with the original models.

EVEN the freaking chat is bugged: When i type "Are making us lose on purpose" I SEE ALL HEARTS as if u would censor that..... Apparantly making and purpose are bad words..
How about you just quit it with the annoying censorship and let us READ what our teammate writes....

And this is just a small pick I made of some things that bothered me terribly.

What happened guys?

[Blank]

Hey, quick question.

Are we meant to start fresh? I thought we'd be able to continue from out BETA accounts. I saved quite a lot of gems and coins just for the whole release and i'm a bit sad I didn't get to use all of them.

If we are meant to start fresh, then something's wrong with me. I do not have my old account from BETA, wondering if that's a common problem? If so how do I gain my old account back? :3

Kind regards.

[Korvin]

hi. i play ranked battle with 1 guy. I'm totally destroy his army.. next game i should play with this guy again. And you know what happend? He dont bun any skills and units, and start wait. The game is not started after time is over. I was leave in main menu with error code. Its not OK, he see me again and dont wont to play, just wait and game not starter. Its legal leave? Pls chande this bug.

kind regards :)

[Baguette Bot]

Originally posted by MrTonTonSan:

Hey, quick question.

Are we meant to start fresh? I thought we'd be able to continue from out BETA accounts. I saved quite a lot of gems and coins just for the whole release and i'm a bit sad I didn't get to use all of them.

If we are meant to start fresh, then something's wrong with me. I do not have my old account from BETA, wondering if that's a common problem? If so how do I gain my old account back? :3

Kind regards.

It was always planned that there would be a wipe after the beta. It was also announced before the beta and at the end of it. The only reason why you managed to save up lots of gems is because Game Science offered to boost the daily win bonus by A LOT so we could all try every units in the beta.

[Mumbotron]

I can't Log in. I click on "Login with Steam" I get "Connecting, please wait" then it goes to "Failed to connect to login server. Please check your network connection. (Error 101)"

Are the servers down?

[♥DarkSailent♥]

I never got word back, but I can't used my name, "Sailent" "DarkSailent" or any versions of my pre-historic name XD I would like to know why. It just says it's an illegal name, which I had in Beta. I'm sitting with the name "Why" because I was testing if it was due to character issue.

I don't know if any other people having name issues, but yea.

[CZ3CHMATE]

Uhm... fix for error code 21008 pls?

[GameScience]

Originally posted by Vehemence:

:( i've try whole day to play this game. but still i got stuck on login screen and cannot click the "Login with Steam".

after clicking login with steam, could you wait for a moment, like 1 minute?

[GameScience]

Originally posted by Gatekeeper:

I played the game and it was much buggier than the beta.

Pls make a bugthread cause they're already are a lot reports on the steam forums left unattended.

Game sometimes gives cash to the wrong team. It says wrong things like x annihilated y, while it's the other way around..Giving the losing team extra money..

Commander skills are still untested like in the beta. False rally for instance. Bla bla bla within the same screen... No , within 3/4 'th of the screen.

Unlocked a quest for 40 gems didn't get any of them.

friend invites are not coming through...

Lot's of cosmetics and units reworked visually which i personally don't se the time and use from.. I don't think there was anything wrong with the original models.

EVEN the freaking chat is bugged: When i type "Are making us lose on purpose" I SEE ALL HEARTS as if u would censor that..... Apparantly making and purpose are bad words..
How about you just quit it with the annoying censorship and let us READ what our teammate writes....

And this is just a small pick I made of some things that bothered me terribly.

What happened guys?

I totally understand your points. actually the beta version wasn't that stable at the very first when we released on Dec. 22

We will try to respond quickly to those bugs, and improve the version in a short time.

[GameScience]

Originally posted by Lex Ri4ard:

hi. i play ranked battle with 1 guy. I'm totally destroy his army.. next game i should play with this guy again. And you know what happend? He dont bun any skills and units, and start wait. The game is not started after time is over. I was leave in main menu with error code. Its not OK, he see me again and dont wont to play, just wait and game not starter. Its legal leave? Pls chande this bug.

kind regards :)

If he left the game like that, he should be banned from queuing for minutes. Did you meet this guy in two consecutive games?

[GameScience]

Originally posted by Apache Attack Helicopter²:

Uhm... fix for error code 21008 pls?

Could you check whether the hard disk is full and try run the game with administrative privileges?