If the answers listed below don't solve your issue, please contact the CSGMs using one of the methods listed on the Support Page for further assistance. Make sure that you give as much detail as possible when describing your issue as well as any possible fixes you have tried.
Download and Installation Issues
The Alganon Downloader is not downloading quickly enough or not downloading at all.
If this is the case, you can try downloading the client using the Direct Download link found on this page http://www.myalganon.../index/download .
I'm experiencing issues during installation of Alganon after downloading the client.
If you're receiving errors during installation, it is most likely caused by a corrupt download. Delete what you downloaded before and then re-download from http://www.myalganon.../index/download using either the Alganon Downloader or the Direct Client Download link. During download, make sure that your internet connection isn't interrupted or that you don't pause and then restart the download. Once downloaded, try the install process again with any anti-virus programs disabled to ensure that they aren't interfering with the install process.
If you're still experiencing issues, make sure that you have the latest Microsoft.NET Framework installed. This can be found here.
Issues Running the Alganon Client or Launcher
The Alganon Launcher is not opening and produces a Microsoft.net framework error message.
Navigate to the main Alganon install folder (C:\Program Files (x86)\Quest Online\Alganon is the default for Windows 7) and find the Launcher.exe.config file. Delete Launcher.exe.config and attempt to run the Alganon Launcher again.
When attempting to run the Alganon client it says that I am running an old client... what do I do?
The easiest way to patch your Alganon client is to run the Alganon Launcher. This will automatically download and prompt for you to install any patches necessary to run Alganon. You can also download patches manually at http://www.myalganon.../index/download under the Manual Patch Downloads drop down list at the right of the page.
Alganon Client crashes after pressing "Play" on the launcher.
This is usually accompanied by an entry in the Alganon.log file (located in C:\Users\"Windows Username"\Documents\Alganon) like this "ERROR: Could not load Mouse Cursors." The normal fix for this is downloading and reinstalling the Arial.tff font file. Some system software can install an arial.tff file on your computer that is not standard, is limited and does not have what our game launcher needs. Replacing it with a standard arial.tff file fixes the problem right up.
It is also possible that your overall install somehow became corrupt. At this point we would recommend uninstalling Alganon via the Windows Add/Remove Programs feature. Once you've uninstalled Alganon, delete the Alganon folder located in C:\Users\"Windows Username"\Documents. Then go to http://www.myalganon.../index/download to download the client and re-install. *Note: You may also want to defragment your hard drive after uninstalling, but before redownloading the client. It is also recommended that you do not interrupt the download of the client or any subsequent patches to help ensure the files overall integrity.
Login and Connection Issues
I keep getting the "Failed to connect to server." error message upon entering my username and password.
This could be due to a couple of issues. The first thing you want to check on is the server status. This can be viewed at http://www.alganon.com/index/news, or in the bottom right corner of the Alganon Launcher. Green = Server Up and available and Red = Down and unavailable. *Note the two servers should be Adrios and Hokk*
There will be short periods of time during the patching process where the servers will appear to be online, but you are unable to log into the servers. If this is the case there will be a message stating so at the bottom of the login screen. If you are unable to connect to the server, the status shows as green, and there is no status message stating that we are currently patching it's possible that there is an issue with our Authentication Servers which will prevent players from logging in.
It is also possible that there is something on your end preventing you from connecting properly to our servers. Anti-virus programs, anti-spyware programs, firewalls programs (Windows and/or 3rd party), etc can all be a factor when connecting to the servers. We recommend temporarily disabling any of the above software programs in an attempt to troubleshoot any possible issues with connecting to our servers. If you are able to connect with any of the above programs turned off, but not when one of them is running then there is something in that program preventing a proper connection.
Router firmware can also play a role in not being able to connect to our servers. Please make sure that your router firmware is up-to-date. You may also need to manually open up port 3845 (the default port our client uses to connect to the server) in both your firewall and router settings. Each router is different, so reference the manufacturers website for info about port forwarding. If you're just running Windows Firewall, then the necessary ports should be automatically opened upon install if you prompted to allow Alganon as an exception. You can also change this manually by going into your Windows Firewall Allowed Programs list and allowing both the Alganon Client and Alganon Launcher through your firewall. You will also need to allow the Alganon Client and Alganon Launcher through any third party firewalls that you run.
I keep getting an error message stating "That is not a valid user." when attempting to log into the game.
Make sure that you are using the same username (not your alias) you use to log into MyAlganon. Also, make sure that you went to the link sent to you in the account confirmation e-mail that you received upon creating a new account. This link is the final step in activating your account for use at http://www.myalganon.com as well as logging into Alganon.
Also, you should check to make sure that you are able to type any special characters into the username field in the game client (such as @). On occasion players with non-US Standard keyboards are unable to type these in to the game client. If this is the case, you can get around this one of two ways:
- Type your full username into Windows Notepad then copy and paste it into the Alganon client.
- Change your username so that it does not contain any special characters. You can do this from the MyHome > My Account section of MyAlganon after you log in.
Navigate to C:\Users\"Windows Username"\Documents\Alganon (Default location for Vista and Windows 7) and delete or rename the Data folder. Once you have deleted, or renamed, this folder you can start up Alganon again and see if the issue persists. If this only occurs for certain characters, make sure that you let us know which character when contacting us.