Questions & Answers about Game Start problems!

Question:

I get an error when trying to patch, what should I do?

Answer:

The issues possible are: Your anti-virus program or firewall are blocking the connection to the patch server or the patcher does not have read or write permissions (try moving the client to the Desktop or another directory on your hard drive). Deactivate your anti-virus program or firewall or add the directory as an exception.

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Question:

My game remains at a white screen when launching, what should I do?

Answer:

This issue can be caused by different things. Either you have an old client, the client does not have read or write permissions in its directory or it can't properly load the options. In most cases this can be solved by setting all of the options to 'Low' and set the resolution to '800x600'. You can change it after the game launched successfully. Alternatively, you can delete your Neuz.ini so the game creates a new one with the default settings.

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Question:

My game doesn't launch still, what should I do?

Answer:

Make sure you have Visual C++ Redistributable for Visual Studio 2015 x86-Bit installed. Also, we do not support Windows XP anymore.
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Question:

My anti-virus software keeps deleteing the Neux.exe when patching, what should I do?

Answer:

This is easy to fix, add the Neux.exe or the whole Entropia directory as an Exception to your anti-virus program. Your software is most likely deleting the Neux.exe because it detects it as a "False-Positive". Some software detect this because of our VMProtect encryption.

VMProtect is a software protection against reverse engineering.
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Question: 

Does everyone have to add his game as an exception?

Answer:

No, if the game starts, it does without this exception. Only some of the anti-virus software still detects our encryption as a False-Positive.
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Question:

How do I add an exception to my anti-virus software?

Answer:

We sadly can't give you a general solution to his, because every software has a different way of doing it. The easiest thing to do is to just google "How to add exception XXX" while XXX being the name of your software.
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Question:

I'm getting Ghost DCs in game, what should I do?

Answer: 

If your client keeps on ghost disconnecting or even disconnecting regularly, the best solution to his is to add it as an exception in your firewall. It might be blocking the connection.

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Question: 

My clients are frozen when maximizing or starting another application. What should I do?

Answer:

Try lowering the level of your UAC (User Administration Control) in your system's settings. The screen overlay when confirming to run an Application as administrator causes the game to freeze.

Here's the instruction on how to do it:

Adresse: Microsoft Link!

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Question:

Can I run Entropia on a Mac?

Answer:

Entropia was developed for Windows only and therefore runs on Windows only. If you really want to play, you can use software like Bootcamp or Parallels Software to emulate a windows environment. We do not offer any support on these kinds of software.
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Question:

I can't login when using an emulated Windows!

Answer:

Players who actually do use an emulated version of Windows have to inform our staff via Discord or Ticket and tell us their account-id. We are generally blocking emulated Windows version so we have to unlock you manually.

Userpanel


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