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Customer Service >> Tech Help

I am using Windows Vista, why can't I install play.net software?

In some instances the Windows Vista security feature called User Account Control (UAC) will cause play.net installs and updates to fail. To fix this problem follow the steps outlined below.

  1. Goto Control Panel > User Accounts > Turn User Account Control On Off
  2. Uncheck "Use User Account Control (UAC) to help protect your computer"
  3. Click OK
  4. Reboot
  5. Install and update all play.net software
  6. Turn the User Account Control (UAC) back on
    • Goto Control Panel > User Accounts > Turn User Account Control On Off
    • Check "Use User Account Control (UAC) to help protect your computer"
    • Click OK
    • Reboot

Why is there lag? What causes it?

Game lag is generally caused by your connection to our service. There are many places where lag can happen...in your connection to your ISP, in the connection between the ISP and our service, or even in the game itself. In the first two instances, there's really nothing that we can do, and in the last, you can be assured that we'll likely know about it and be trying to fix it by the time you notice.

How come I can't get into the game?

If you're unable to get into the game, the screen is blank, or something similar, it's likely that the game is down. Just try again in a little while. Also make sure we aren't experiencing a scheduled downtime, which can occur due to maintenance. Scheduled or emergency downtimes are usually announced on the front page of GemStone IV or the home page of play.net.

Please note that writing Customer Service about the game being down it isn't going to do much...we know the game is down, and one of our crew of 24 hour maintenance technicians are working to fix it.

Does more stuff on the ground really make more lag?

It doesn't help system speed to have a lot of extra items on the ground. However, it doesn't necessarily hurt system speed, either. The best thing to do is to let the room clear out, and let the items be taken by our system resource recovery (or janitor).

I died because of lag! Will you resurrect me?

Sometimes, we will resurrect people when a lag is caused by GemStone IV itself, or if a major lag from outside the game that we can verify happens. However, this is not something to count on. We cannot replace anything lost to a lag (including your life), so the best thing to do is to look for a rescue.

I lost my character because I died without deeds in a lag! Can it be restored?

A lag cannot cause the loss of your character. In fact, nothing can, except one thing...a lack of deeds. It is important that your character always have at least two deeds, to prevent permanent death. We cannot restore a character lost to death without deeds, no matter what caused the death.

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