If you encounter a situation where you create a party to play with your friends, initiate a match search, and then experience a game crash upon reaching the "entering match lobby" screen, with only you being sent back to the play screen, or or infinite loading screen, this issue may be caused by firewall settings or damaged game files. To resolve this, please follow the steps below:
Cleanup and Reinstall: Use the new debug options available in the Launcher to clean up the game files and reinstall the game. This process can help resolve any corrupted or conflicting files that may be causing the crashes.
- Open the Launcher and access the debug options.
- Look for the option to perform a cleanup of the game.
- It will remove all game files, and you can download them again by clicking the update button.
Check Firewall Settings: The issue might be related to your firewall blocking the outbound connection from the game client to the server. Whitelisting the game's binary/executable in your Windows Firewall (and any other firewalls or filtering systems you have) can help resolve this issue.
- Open Windows Firewall settings.
- Look for an option to add an exception or allow an application through the firewall.
- Add the binary/executable file of the game to the list of allowed applications.
- Make sure to allow outbound connections for the game.
Verify Inbound Connection: Ensure that the inbound connection from the game server is already permitted by your firewall. Most firewalls automatically allow inbound connections if you have previously received incoming traffic from the server.
Update Firewall and Security Software: Ensure that your firewall and any security software, such as antivirus or malware protection, are up to date. Outdated software can sometimes cause compatibility issues with game connections.
Temporary Disabling of Firewall: As a troubleshooting step, you can temporarily disable your firewall and security software to see if it resolves the crashing issue. If the game works without any crashes when the firewall is disabled, it confirms that the firewall is the likely cause.
- Please exercise caution and only disable the firewall temporarily for testing purposes.
- Remember to enable the firewall after testing to maintain system security.
Contact Support: If the issue persists after following the above steps, it's recommended to reach out to our support team. Provide them with detailed information about the issue, including the steps you've taken to troubleshoot, so they can assist you further in resolving the problem.