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Troubleshooting Guide

Discussion in 'Technical Help' started by Matt, Feb 15, 2015.

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  1. Matt
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    Troubleshooting Guide

    Please use this guide to attempt to troubleshoot your issue before posting a thread for assistance on the forum. Click the spoiler below to begin.

    Choose your operating system:
    Are you having trouble downloading MapleRoyals?
    Please ensure that the download is not being blocked or quarantined by any anti-virus software. Sometimes the client gets flagged up as a trojan however this is a false positive.
    Are you having trouble installing MapleRoyals?
    If you receive an error code please select it here:
    Your anti-virus software is preventing you from running the setup/client file. Please disable or add an exception in your anti-virus software and try again.
    Your anti-virus software is preventing you from running the setup/client file. Please disable or add an exception in your anti-virus software and try again.
    The setup file is corrupted. Likely due to your anti-virus software deleting the client. Please try redownloading the setup file while having all anti-virus software disabled.
    Please use the forum search to try and locate your issue. If you cannot find an answer then please seek assistance by posting a thread in Technical Help.
    Can you get to the login screen?
    Can you get past the login screen?
    Can you get to the character selection screen?
    Can you get into the game after selecting your character?
    Is your problem a disconnecting or crashing issue?
    If you receive an error code, please select it here:
    Your MapleRoyals files are outdated. You have two options:

    1) Download and install the newest setup from the MapleRoyals website.

    2) Download all the latest .wz files from http://mapleroyals.com/?page=filelist. After downloading you will need to replace the old .wz files in your MapleRoyals folder by copy and pasting them into the folder, and choosing to overwrite the existing files. The default location of the client should be 'C:\Program Files (x86)\MapleRoyals\' (for 64bit) or 'C:\Program Files\MapleRoyals\' (for 32bit).
    Your MapleRoyals files are outdated. You have two options:

    1) Download and install the newest setup from the MapleRoyals website.

    2) Download all the latest .wz files from http://mapleroyals.com/?page=filelist. After downloading you will need to replace the old .wz files in your MapleRoyals folder by copy and pasting them into the folder, and choosing to overwrite the existing files. The default location of the client should be 'C:\Program Files (x86)\MapleRoyals\' (for 64bit) or 'C:\Program Files\MapleRoyals\' (for 32bit).
    This error seems to occur when you enter certain maps which have an available quest. Commonly occurs in the job instructor maps. There is no known fix for this issue at the moment. Logging back into the game should let you continue as normal.
    Does the issue occur when fighting bosses?
    Please use the graphic changing techniques to avoid issues during boss fights, this usually means changing the in game graphics settings multiple times during the boss fight, usually prior to each stage of the boss fight. For example; Change graphics before the last Zakum arm dies, before 1st body dies, and before the 2nd body dies. For more information it's advisable to ask your fellow party members or other players in the game as it is likely they will know what you need to do.
    Is your internet connection stable?
    Is the game noticably laggy or is there a period of time where other characters are not moving before you get disconnected from the game?
    The MapleRoyals server is experiencing difficulties. Please post information about the lag issue(s) in the Lag Feedback thread.
    Please use the forum search to try and locate your issue. If you cannot find an answer then please seek assistance by posting a thread in Technical Help.
    Consult your ISP for assistance.
    Is your problem regarding part of the game not working as it should? For example; Skills, Party Quests, Items, NPC's, Quests, etc.
    If the issue has caused you to lose items, mesos, NX or RP then please post a thread in Character Issues.

    Additionally, if you believe this is a widespread issue then please use the forum search to see if it has been reported before. If you cannot find an anything about it then please seek assistance by posting a thread in Report Bug and we will investigate and attempt to fix the problem.
    Have you lost items, mesos, NX or RP from your character?
    Please post a thread in Character Issues explaining the problem with as much detail as possible.
    We are unable to diagnose your problem, please use your best judgement and open a thread in either Character Issues, Report Bug or Technical Help and we will do our best to assist you.
    Does your client close after selecting a character?
    There is a ban remaining on your account. Please open a thread in Character Issues using the following format:
    Issue: Cannot get past character selection screen - MAC ban on account.
    Character Name:
    Additional Information:
    Do you receive the error: '-2147287038 (Unknown error 0x8003002)'?
    Your MapleRoyals files are outdated. You have two options:

    1) Download and install the newest setup from the MapleRoyals website.

    2) Download all the latest .wz files from http://mapleroyals.com/?page=filelist. After downloading you will need to replace the old .wz files in your MapleRoyals folder by copy and pasting them into the folder, and choosing to overwrite the existing files. The default location of the client should be 'C:\Program Files (x86)\MapleRoyals\' (for 64bit) or 'C:\Program Files\MapleRoyals\' (for 32bit).
    The MapleRoyals channel server is experiencing problems - Please check the forum shoutbox for updates.
    One of your characters is equipping a bugged item. Please open a thread in Character Issues using the following format:

    Issue: Crash when reaching character selection screen - Likely due to a character equipping a bugged item.
    Character Name:
    Additional Information:
    Do you receive a ban message?
    Your account is currenty banned for the reason shown in the ban message. If other people in your house also play MapleRoyals it could be that they have gotten banned which means that your account is also banned.

    If you are certain that nobody in your household is banned and that there has been a mistake, please open a thread in Ban Appeal and follow this format:

    Character Name:
    Last thing you did:
    Why do you think you got banned?:
    Ban message when attempting to log in:
    What GM banned you (optional):
    Does the login button remain stuck after clicking it?
    Please try disabling unnecessary network adapters. Open Network Connections by clicking the Start button, and then clicking Control Panel. In the search box, type adapter, and then, under Network and Sharing Center, click View network connections. Right click on any unused adapters, for example "Hamachi" and click Disable. Then try logging in again.

    If this does not work, please open a thread in Character Character Issues using the following format:

    Issue: Cannot get past login screen - Possible MAC ban on account.
    Character Name:
    Additional Information:
    Do you get the error message: "ID is already logged in or server is under inspection"?
    Either you are logged into the account from another computer, or your character is stuck logged in. If you believe that your character is stuck logged in, please Click Here make a post following the correct format and a GM will manually unstuck you.
    We are unable to diagnose your problem, please use your best judgement and open a thread in either Character Issues, Report Bug or Technical Help and we will do our best to assist you.
    Do you get an error message?
    Choose your error message:
    Please make sure that your MapleRoyals client is located in the MapleRoyals folder and that you are opening it from there.

    The default location of the client should be 'C:\Program Files (x86)\MapleRoyals\' (for 64bit) or 'C:\Program Files\MapleRoyals\' (for 32bit).

    If you want to open the game from the desktop you can right click the MapleRoyals.exe file, choose create shortcut, then drag this new shortcut file to your desktop. Do not drag the original MapleRoyals.exe file!
    Please make sure that your MapleRoyals client is located in the MapleRoyals folder and that you are opening it from there.

    The default location of the client should be 'C:\Program Files (x86)\MapleRoyals\' (for 64bit) or 'C:\Program Files\MapleRoyals\' (for 32bit).

    If you want to open the game from the desktop you can right click the MapleRoyals.exe file, choose create shortcut, then drag this new shortcut file to your desktop. Do not drag the original MapleRoyals.exe file!
    Your MapleRoyals files are outdated. You have two options:

    1) Download and install the newest setup from the MapleRoyals website.

    2) Download all the latest .wz files from http://mapleroyals.com/?page=filelist. After downloading you will need to replace the old .wz files in your MapleRoyals folder by copy and pasting them into the folder, and choosing to overwrite the existing files. The default location of the client should be 'C:\Program Files (x86)\MapleRoyals\' (for 64bit) or 'C:\Program Files\MapleRoyals\' (for 32bit).
    Please check that the MapleRoyals server is online and not currently down for a server check or other issues. You can check to see if the server is online by checking for any notices on the forum (usually above the forum shoutbox) or on the main MapleRoyals website.

    If there are no server checks in progress then please check that you are connected to the internet. Open your internet browser and try accessing any website. If you cannot access the internet please check your internet connection preferences or contact your ISP.

    If there are no server checks in progress, and you can access the internet, please check your firewall options and ensure that MapleRoyals.exe has permission to access the internet. If you are unsure about this please read the documentation for your firewall software.
    This issue is common on Windows 8 or higher. To fix the issue please go to the MapleRoyals folder, right click 'MapleRoyals.exe', click 'Properties', and click the 'Compatibility' tab. Here you will need to tick the box to 'Run this program in compatibility mode for:' and choose 'Windows 98 / Windows Me' from the dropbdown box. Also tick the boxes for 'Disable display scaling on high DPI settings' and 'Run this program as an administrator'. Then press 'Apply', and 'OK'.

    The default location of the client should be 'C:\Program Files (x86)\MapleRoyals\' (for 64bit) or 'C:\Program Files\MapleRoyals\' (for 32bit).
    Please try rebooting your computer. If the game still does not load, please open a thread in Technical Help.
    Are you having trouble downloading MapleRoyals?
    Please ensure that the download is not being blocked or quarantined by any anti-virus software. Sometimes the client gets flagged up as a trojan however this is a false positive.
    Are you having trouble installing MapleRoyals?
    There is no specific installer for the Mac client, all you need to do is unzip the downloaded Mac client, this will automatically unzip a MapleRoyals.app file to your downloads folder. Then simply drag this file into the Applications folder. Additionally, from the applications folder you can drag the file down to the dock to create a quick shortcut.
    Can you get to the login screen?
    Can you get past the login screen?
    Can you get to the character selection screen?
    Can you get into the game after selecting your character?
    Is your problem a disconnecting or crashing issue?
    If you receive an error code, please select it here:
    Your MapleRoyals files are outdated. You have two options:

    1) Download and install the newest setup from the MapleRoyals website.

    2) Download all the latest .wz files from http://mapleroyals.com/?page=filelist. After downloading you will need to replace the old .wz files in your MapleRoyals folder by copy and pasting them into the folder, and choosing to overwrite the existing files. The default location of the client should be 'C:\Program Files (x86)\MapleRoyals\' (for 64bit) or 'C:\Program Files\MapleRoyals\' (for 32bit).
    Your MapleRoyals files are outdated. You have two options:

    1) Download and install the newest setup from the MapleRoyals website.

    2) Download all the latest .wz files from http://mapleroyals.com/?page=filelist. After downloading you will need to replace the old .wz files in your MapleRoyals folder by copy and pasting them into the folder, and choosing to overwrite the existing files. The default location of the client should be 'C:\Program Files (x86)\MapleRoyals\' (for 64bit) or 'C:\Program Files\MapleRoyals\' (for 32bit).
    This error seems to occur when you enter certain maps which have an available quest. Commonly occurs in the job instructor maps. There is no known fix for this issue at the moment. Logging back into the game should let you continue as normal.
    Does the issue occur when fighting bosses?
    Please use the graphic changing techniques to avoid issues during boss fights, this usually means changing the in game graphics settings multiple times during the boss fight, usually prior to each stage of the boss fight. For example; Change graphics before the last Zakum arm dies, before 1st body dies, and before the 2nd body dies. For more information it's advisable to ask your fellow party members or other players in the game as it is likely they will know what you need to do.
    Is your internet connection stable?
    Is the game noticably laggy or is there a period of time where other characters are not moving before you get disconnected from the game?
    The MapleRoyals server is experiencing difficulties. Please post information about the lag issue(s) in the Lag Feedback thread.
    Please use the forum search to try and locate your issue. If you cannot find an answer then please seek assistance by posting a thread in Technical Help.
    Consult your ISP for assistance.
    Is your problem regarding part of the game not working as it should? For example; Skills, Party Quests, Items, NPC's, Quests, etc.
    If the issue has caused you to lose items, mesos, NX or RP then please post a thread in Character Issues.

    Additionally, if you believe this is a widespread issue then please use the forum search to see if it has been reported before. If you cannot find an anything about it then please seek assistance by posting a thread in Report Bug and we will investigate and attempt to fix the problem.
    Have you lost items, mesos, NX or RP from your character?
    Please post a thread in Character Issues explaining the problem with as much detail as possible.
    We are unable to diagnose your problem, please use your best judgement and open a thread in either Character Issues, Report Bug or Technical Help and we will do our best to assist you.
    Does your client close after selecting a character?
    There is a ban remaining on your account. Please open a thread in Character Issues using the following format:
    Issue: Cannot get past character selection screen - MAC ban on account.
    Character Name:
    Additional Information:
    Do you receive the error: '-2147287038 (Unknown error 0x8003002)'?
    Your MapleRoyals files are outdated. You have two options:

    1) Download and install the newest setup from the MapleRoyals website.

    2) Download all the latest .wz files from http://mapleroyals.com/?page=filelist. After downloading you will need to replace the old .wz files in your MapleRoyals folder by copy and pasting them into the folder, and choosing to overwrite the existing files. The default location of the client should be 'C:\Program Files (x86)\MapleRoyals\' (for 64bit) or 'C:\Program Files\MapleRoyals\' (for 32bit).
    The MapleRoyals channel server is experiencing problems - Please check the forum shoutbox for updates.
    One of your characters is equipping a bugged item. Please open a thread in Character Issues using the following format:

    Issue: Crash when reaching character selection screen - Likely due to a character equipping a bugged item.
    Character Name:
    Additional Information:
    Do you receive a ban message?
    Your account is currenty banned for the reason shown in the ban message. If other people in your house also play MapleRoyals it could be that they have gotten banned which means that your account is also banned.

    If you are certain that nobody in your household is banned and that there has been a mistake, please open a thread in Ban Appeal and follow this format:

    Character Name:
    Last thing you did:
    Why do you think you got banned?:
    Ban message when attempting to log in:
    What GM banned you (optional):
    Does the login button remain stuck after clicking it?
    Please try disabling unnecessary network adapters. Open Network Connections by clicking the Start button, and then clicking Control Panel. In the search box, type adapter, and then, under Network and Sharing Center, click View network connections. Right click on any unused adapters, for example "Hamachi" and click Disable. Then try logging in again.

    If this does not work, please open a thread in Character Character Issues using the following format:

    Issue: Cannot get past login screen - Possible MAC ban on account.
    Character Name:
    Additional Information:
    Do you get the error message: "ID is already logged in or server is under inspection"?
    Either you are logged into the account from another computer, or your character is stuck logged in. If you believe that your character is stuck logged in, please Click Here make a post following the correct format and a GM will manually unstuck you.
    We are unable to diagnose your problem, please use your best judgement and open a thread in either Character Issues, Report Bug or Technical Help and we will do our best to assist you.
    Do you get an error message?
    Choose your error message:
    Please make sure that your MapleRoyals client is located in the MapleRoyals folder and that you are opening it from there.

    The default location of the client should be 'C:\Program Files (x86)\MapleRoyals\' (for 64bit) or 'C:\Program Files\MapleRoyals\' (for 32bit).

    If you want to open the game from the desktop you can right click the MapleRoyals.exe file, choose create shortcut, then drag this new shortcut file to your desktop. Do not drag the original MapleRoyals.exe file!
    Please make sure that your MapleRoyals client is located in the MapleRoyals folder and that you are opening it from there.

    The default location of the client should be 'C:\Program Files (x86)\MapleRoyals\' (for 64bit) or 'C:\Program Files\MapleRoyals\' (for 32bit).

    If you want to open the game from the desktop you can right click the MapleRoyals.exe file, choose create shortcut, then drag this new shortcut file to your desktop. Do not drag the original MapleRoyals.exe file!
    Your MapleRoyals files are outdated. You have two options:

    1) Download and install the newest setup from the MapleRoyals website.

    2) Download all the latest .wz files from http://mapleroyals.com/?page=filelist. After downloading you will need to replace the old .wz files in your MapleRoyals folder by copy and pasting them into the folder, and choosing to overwrite the existing files. The default location of the client should be 'C:\Program Files (x86)\MapleRoyals\' (for 64bit) or 'C:\Program Files\MapleRoyals\' (for 32bit).
    Please check that the MapleRoyals server is online and not currently down for a server check or other issues. You can check to see if the server is online by checking for any notices on the forum (usually above the forum shoutbox) or on the main MapleRoyals website.

    If there are no server checks in progress then please check that you are connected to the internet. Open your internet browser and try accessing any website. If you cannot access the internet please check your internet connection preferences or contact your ISP.

    If there are no server checks in progress, and you can access the internet, please check your firewall options and ensure that MapleRoyals.exe has permission to access the internet. If you are unsure about this please read the documentation for your firewall software.
    This issue is common on Windows 8 or higher. To fix the issue please go to the MapleRoyals folder, right click 'MapleRoyals.exe', click 'Properties', and click the 'Compatibility' tab. Here you will need to tick the box to 'Run this program in compatibility mode for:' and choose 'Windows 98 / Windows Me' from the dropbdown box. Also tick the boxes for 'Disable display scaling on high DPI settings' and 'Run this program as an administrator'. Then press 'Apply', and 'OK'.

    The default location of the client should be 'C:\Program Files (x86)\MapleRoyals\' (for 64bit) or 'C:\Program Files\MapleRoyals\' (for 32bit).
    Hold down the 'Alt' key and open the MapleRoyals application, this should bring up a winskin window, Click 'Quit', and try launching the application again. If this does not work, try rebooting your computer.[/URL].

    If you have suggestions to improve this guide, please click here.
     
    Last edited: Dec 16, 2016
    beelal159, zolene, baba868 and 20 others like this.
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