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I cannot connect to the game (e.g. login failure, launcher or server inaccessible)!

Being unable to access a game can be caused by various different issues, so it may be difficult to pinpoint an exact cause in any given case. Here are a few of the most frequent causes:

  • The game server(s) may be offline. Please make sure to check the Service Status forum to check whether the game is in maintenance. Please note: There may be unscheduled outages outside of WEBZEN’s control that will prevent customers from accessing WEBZEN’s services. In such cases, WEBZEN will strive to communicate on the issue as soon as possible and by any means possible (e.g. website, social media, forum, etc.). We ask for your patience and understanding while we work on resolving the issue.
  • You may need to launch the game as an administrator (in Windows, by right-clicking the .exe file and selecting Run as Administrator)
  • The ports used by the game may be blocked by your router/modem/software. This will require you to add an exception for these specific ports.
  • Your firewall or anti-virus software may be preventing you from accessing the game. Generally, your security software will prompt you before blocking/quarantining a file or preventing access. However, the highest security settings might simply block everything but manual exceptions. You should be able to tell if your security software is blocking your game via the history, exception/block or quarantine options/list in the program.
    Avira, Norton, McAfee, and ZoneAlarm are some of the most commonly used solutions. While their configuration steps vary greatly, the basic concept is as follows:
  1. In the Windows task bar, double-click the icon for your firewall software.
  2. Locate the list of internet applications the firewall is permitting/blocking.
  3. Add the game to the permitted list and/or remove the game from the blocked list.
  4. Save & close the menu.
  • You may need to consult your security software's manual/support team for the preferred method on configuring the product.
  • Please note that deactivating a security solution usually has no effect, as any blocked software will continue to be blocked despite the "activation" or "deactivation".
  • It’s also possible you have expired security software installed that came as part of another program, this software however can remain active even when expired. You will have to uninstall any expired software followed by a reboot. It is recommended to have only one firewall and one anti-virus tool installed.
Submit a Ticket If the issue is still not resolved, please submit a ticket.
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