Troubleshooting Connection Issues

If you're experiencing connection issues while playing Amazon Game Studios games, here are some solutions that may help.

Common Symptoms of Connection Issues

  • Character(s) moving randomly or sporadically around the map, also known as rubber banding or warping.
  • Attacks appear to land, but the damage or effects aren’t registering.
  • You and/or other players appear to be stuck or running in place.
  • Sudden, frequent disconnects from the game.
  • Frequent lag or lag spikes.

    Note: In online gaming, lag is a noticeable delay between the action of players and the reaction of the server in a video game.

Quick Fixes

  • Ensure that your computer isn't downloading Windows updates, other games, etc. Performing tasks that involve downloading updates can drastically decrease your computer's available bandwidth.
  • Identify if others in your household are running high bandwidth applications like video streaming, or online gaming. Closing high bandwidth applications or turning off high bandwidth devices may relieve your Internet connection, improving your gameplay.

Troubleshooting for Connection Issues

Close other applications that may be taking up your bandwidth

Closing applications that take up high amounts of bandwidth, or experience bandwidth spikes, may reduce the total bandwidth available on your computer.

  1. Press CTRL+Alt+Del on your keyboard, then select Task Manager.
  2. Under the Processes tab click Network to filter applications by their network usage.
  3. End any applications or tasks taking up high amounts of bandwidth.

Switch to a wired connection

Switching to a wired connection ensures that lag isn’t being caused by wireless interference, weak wireless signal, etc. Connect your computer directly to your router or modem and then disable your computer’s wireless adapter to ensure it’s not being used. To disable your wireless adapter:

  1. Press Windows + R, type "ncpa.cpl" into the Run window, and then press Enter.
  2. Select your wireless adapter. It may be labeled "Wireless Network Connection" or something similar, and could also have a wireless signal strength indicator under it.
  3. Click Disable this network device or Disable. Your computer is no longer able to connect to wireless networks, ensuring that your connection is wired only.

    Note: You can enable your wireless network device by following the steps above, and then clicking Enable this network device or Enable.

Restart your router and modem

Closing applications that take up high amounts of bandwidth, or experience bandwidth spikes, may reduce the total bandwidth available on your computer.

  1. Unplug the power cable from your router and modem. If your router or modem has a battery, remove it.
  2. Wait for 30 seconds and then plug the power cable back into your modem. If you removed a battery from your modem, put it back now. Wait another 30 seconds for your modem to boot.
  3. Plug the power cable into your router. If you removed a battery from your router, put it back now.

Troubleshoot your firewall

Try adding Windows firewall exceptions manually:

  1. Press Windows + R, type "firewall.cpl" into the Run window, and then press Enter.
  2. Click Allow an app or feature through Windows Firewall and then click Change settings.
  3. Look for the game in the list of allowed apps and features. If it’s present, make sure it’s checked, and that both the Private and Public columns have a check mark. If this app is missing from the list, you must add it:
    1. Click Allow another app..., locate and select the app, then click Add.
    2. Once you've done that, you must ensure that the app is checked, and that it has check marks under both the Private and Public columns.

Updating your firewall software may help resolve connectivity issues. For instructions on how to update third party firewall software, we recommend checking the support pages provided by your firewall software publisher. If possible, you should also add an exception within your firewall software.

If you’re still having trouble, the next step is to disable or uninstall your firewall temporarily. We do not recommend leaving your firewall disabled long term. It should be enabled or reinstalled as soon as you’ve confirmed that it’s not causing your issues.

Steps for disabling third party firewalls vary, so we recommend checking the manufacturer’s support pages before uninstalling your firewall entirely.

To uninstall a third party firewall:

  • Windows 10
    1. From the Start menu, select Settings.
    2. Select System > Apps & features.
    3. Select the program, and then select Uninstall. Some apps built in to Windows can't be uninstalled.
    4. Follow the on-screen instructions.
  • Windows 7 or 8.1
    1. Open Programs and Features by clicking the Start button. Click Control Panel, Programs, and then Programs and Features.
    2. Select System > Apps & features.
    3. Select a program, and then click Uninstall. Some programs include the option to change or repair the program in addition to uninstalling. To change a program click Change or Repair. If you're prompted for an administrator password or confirmation, type the password or provide confirmation.

Test your connection for packet loss or buffering

You can use various debugging tools to do this, including the Netalyzr. Go to http://netalyzr.icsi.berkeley.edu/ and click the big Start Analysis link to start the test. Once the test is complete, the results are displayed. More info on how to use the results and the tool itself can be found at http://netalyzr.icsi.berkeley.edu/faq.html.

Disable VPN or proxy services

Ensure that you're not using a VPN or Proxy while playing, they can cause connectivity issues such as high latency. We recommend disabling them temporarily while you play, to see if that resolves the issue.

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