To address some issues, we may need specific files from your device.

If you cannot gather diagnostic files automatically (as described in the article), please follow the recommendation below to gather the necessary information:

DxDiag

1. Click on "Start" ⇒ "Run" (or press Win+R).
2. Type the following in the opened window: dxdiag.
3. Click "OK" or press Enter on your keyboard.
4. In the "DirectX Diagnostic Tool" window select "Save All Information" and save the file.

Msinfo32

1. Click on "Start" ⇒ "Run" (or press Win+R).
2. Type the following (without quotes) in the opened window: "Msinfo32" and click "OK" or press Enter on your keyboard.
3. A window opens, go to "File" ⇒ "Save" from the menu.

Connection Diagnostic

1. Click on "Start" ⇒ "Run" (or press Win+R).
2. Type the following (without quotes) in the opened window: "cmd".
3. Click "OK" or press Enter on your keyboard.
4. A command prompt window will appear. In this window, enter the appropriate command based on the region you are playing from:
   • Amsterdam: ping amsterdam.ping.d1.gmru.net -l 1440 -t > desktop/png_l1440.txt
   • Washington: ping washington.ping.d1.gmru.net -l 1440 -t > desktop/png_l1440.txt
   • Dallas: ping dallas.ping.d1.gmru.net -l 1440 -t > desktop/png_l1440.txt
   • São Paulo: ping saopaulo.ping.d1.gmru.net -l 1440 -t > desktop/png_l1440.txt
   • San Jose: ping sanhose.ping.d1.gmru.net -l 1440 -t > desktop/png_l1440.txt
   • Hong Kong: ping hongkong.ping.d1.gmru.net -l 1440 -t > desktop/png_l1440.txt
   • UAE: ping uae.ping.d1.gmru.net -l 1440 -t > desktop/png_l1440.txt(Note: Leave one space before the "-" in the command.)

After entering the command, launch the game client and continue playing until the initial issue re-occurs. Once it does, immediately close the window where you entered the ping command.

If the instructions are followed correctly, a file named "png_l1440.txt" will appear on your desktop after closing the command prompt window (this can take a moment).

Routing Connection Diagnostic

1. Click on "Start" ⇒ "Run" (or press Win+R).
2. Type the following (without quotes) in the opened window: "cmd".
3. Click "OK" or press Enter on your keyboard.
4. A command prompt window will appear. In this window, enter the appropriate command based on the region you are playing from:
   • Amsterdam: tracert amsterdam.ping.d1.gmru.net > desktop/tracert.txt
   • Washington: tracert washington.ping.d1.gmru.net > desktop/tracert.txt
   • Dallas: tracert dallas.ping.d1.gmru.net > desktop/tracert.txt
   • São Paulo: tracert saopaulo.ping.d1.gmru.net > desktop/tracert.txt
   • San Jose: tracert sanhose.ping.d1.gmru.net > desktop/tracert.txt
   • Hong Kong: tracert hongkong.ping.d1.gmru.net > desktop/tracert.txt
   • UAE: tracert uae.ping.d1.gmru.net > desktop/tracert.txt

After entering the command, wait for some time, as the execution may take several minutes.

If the instructions are executed correctly, a file named "tracert.txt" will appear on your desktop. If the file ends with the message "Tracing complete," it has been created correctly. If this message is not present, you did not wait for the information collection. In this case, repeat all the steps.