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[Klazgon]

Below is a list of common questions and issues followed by answers and possible solutions. Please look through this list and try all possible solutions which pertain to the problem you're having before making a new thread.

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.

I keep getting stuck at "Fetching character list..." upon logging in OR the client stops responding and closes out automatically upon clicking "Play Alganon" from the character select screen.

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.

[Padreic]

Game Performance Issues

The game is very "laggy" and NPC's are taking a long time to load or won't load at all.

First off, you will want to make sure that you meet our minimum system requirements found at http://www.myalganon.../index/download under the Requirements dropdown box at the right of the page. Remember that these are just basic guidelines and not all systems at or near the minimum system requirements will run the game to your satisfaction. It is very important to have the latest hardware drivers to ensure that the game runs as smoothly as possible with whatever hardware setup you have. The main hardware drivers that you need to make sure are up-to-date include your Video Card, Network, and Motherboard drivers.

Some tips that may help the game run a little more smoothly include:

• Reduce the resolution in which you play the game, attempt this in both windowed and full screen mode.
• Have Occlusion Culling turned ON.
• Turn Post-Processing (Bloom) OFF.
• Turning Vertical Sync and Triple Buffering ON may help keep a more constant frame rate for players near the minimum system requirements.
• Turning all Rendering Options to LOW and turning OFF the Terrain Extras.
• Close down any superfluous computer programs such as instant message services, internet browsers, other games, media players, etc to free up system resources while playing Alganon.

My latency is erratic or very high making the game difficult to play.

The most common latency issue will be due to your physical location with regards to the servers. Our servers are located in the Western United States and anyone outside the US will see noticeably higher latency than those people located closer to the servers. We are currently looking into expanding the locations of our servers in order to allow people outside the US to have a more consistent gaming experience when it comes to latency.

If location isn't the problem, then latency could also be caused by a few things such as firewalls (both personal and ones setup by your ISP), internet usage by other programs during play time, drivers, and anti-virus programs.

• Firewalls: Firewalls are another thing that can cause latency issues. If you're running Windows Firewall or other third party firewalls, you will want to make sure that the Alganon Client and Alganon Launcher are on the exception list for those firewalls to allow a clear line of communication between our servers and your computer. You may even want to attempt running Alganon with your firewalls disabled to see if there is any change in your latency. You can also contact your ISP to check on whether any of their firewalls are interfering with your connection to our servers.
• Internet Usage: Any other internet usage during your time playing Alganon will also affect your latency to different degrees depending on your internet bandwidth. Downloading/streaming music or videos during play or running any other programs that use up any of your internet bandwidth can, and will, affect your in-game latency. If you're experiencing latency issues, try reducing the amount of other open programs that use internet bandwidth during your time playing Alganon.
• Programs: It's also possible that any anti-virus programs that you're running are negatively impacting the way your computer is communicating with our servers. You can try disabling your anti-virus temporarily to see if your latency is any better without it on.

If you have checked the above factors and are still experiencing lag problems, there are a few general things you can check. Make sure that all of your hardware drivers are up-to-date as outdated drivers can greatly impact the performance of you computer. You will want to visit your computer manufacturer's website or the website of the computer hardware component that you want to update the driver for. If you're using a router, you will want to make sure that it's firmware is up-to-date. You may even want to connect directly to your modem if possible to see if your router is a factor in your latency problems.

Miscellaneous

I tried to purchase Tribute, but the Tribute Market or website gave me an error.

This could be due to a few factors - a denied card, a website error, incorrect billing details, etc. Please use one of the methods listed on the Support Page to contact a CSGM for specific help on your issue.

What forms of payment are accepted for purchasing Tribute?

We currently accept UltimatePay and Zeevex for the purchase of Tribute. For players looking to purchase with a major credit/debit card (Visa, Mastercard, Discover Card, American Express, Diners Club) you can use the UltimatePay service to purchase through with your card.

How do I change my username/password?

Log into MyAlganon and go to MyHome > My Account. Here you can change various things such as account passwords, username, alias, contact info, profile info, which notifications you receive, as well as your billing info.

How do I perform a server transfer?

First you must purchase the Server Transfer service from the Tribute Market. Once you've purchased this, you can log into MyAlganon and go to MyHome > My Stuff > My Transfers. From here you can select the world and character from that world that you want to transfer and then select the destination server that you want that character transferred to.

How do I report a bug or issue in the game?

On the system bar inside the game is a yellow "?" that you can click on to open up the in-game support ticket system (or type "/ticket" and hit enter). From here, you can click on "Add Ticket" to enter information about a bug or issue within the game. When finished entering all the details, you can click on "Add" at the bottom of the ticket to submit it. You can also view your open tickets, comment on those open tickets, or view resolved tickets and the comments attached to them from the front page of the support ticket browser.