Connection Problem Troubleshooting


TroubleShooting Application

Just download the application and run it then follow the steps. This pretty much sums up the Guide for Troubleshooting with Touch Issues.
Note: For the application to work, you need to download and install Microsoft .NET Framework 4.0 or later.

Video Tutorial
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Connection Problem Troubleshooting
[Tracert Windows/Mac, and other issues]

CONNECTION PROBLEM - TRACERT

After update, some of you having a trouble to login and usually stuck at 54%. Usually we will asked you to follow this “Forever Loading – Guide”. But when you follow that guide and it didn’t work. We will check manually with our Technical Team. It will takes 3-4 Days to check it. This things happened because of the connection problem between your Internet Provider to our Server. We are sorry to all of you who experienced this unpleasant problem. But we will try our best to fix it.

Now, for your information our first diagnose is if there is a connection trouble, for now please follow our instructions to give us more information about your problem.

1. Please Restart Your PC first
2. Turn off all firewall and antivirus for a moment
3. Please tracert to asstnarva.playwebgame.com and please wait until the tracert finish and take the screenshot for the tracert result
4. Please ping to asstnarva.playwebgame.com and please wait for a moment and also take the screenshot
5. Please give us your IP and your location, you can check your IP here https://www.iplocation.net/

Tracert in Windows

1.      Click Windows Button
2.      Type “CMD” and click enter

3.      After that type “Tracert asstnarva.playwebgame.com”
You may have to wait up for a minute or more for the test to complete. It will generate a list of the connections along the way and some information about the speed of the steps.
4.      After you see “Tracert Complete”, Please Take a Screenshot of it and Send it to Touch International Facebook Messenger or Submit Ticket to GM(s).

Tracert in Mac

Double-click the Hard Drive icon and navigate to Applications > Utilities.
Click “Network Utility”
Click the Traceroute tab and type “asstnarva.playwebgame.com”
After that click trace and Wait until it’s complete
After the Tracert is Complete, Please Take a Screenshot of it and Send it to Touch International Facebook Messenger or Submit Ticket to GM(s)

FACEBOOK  LOGIN PROBLEM 

1. Facebook Login loading took too long

a. Open Internet Explorer
b. Login to your Facebook account
c. Minimize your browser
d. Run your Mini Client

2. Failed to Login using Facebook

a. Login to your Facebook account.
b. Click Settings
c. Click Apps 
d. Click Edit Button and then Enable

3. Logged in to game but character is missing/make new character
 There would be 2 cause of this issue :

1. Wrong Facebook account 
a. Open Internet Explorer
b. Login to your Facebook account
c. Minimize your browser
d. Run your Mini Client

2. Wrong Server
Please check again your server one by one.

STUCK OR LOADING (49%, 99%, 100%)
For you guys who experienced stuck 49%, 99% or 100%, we will help you how to solve it.
It depends on where you play it. Are you guys playing on our client or website? Now, let’s check it out how to solve it!

USING CLIENT

If you are playing on client, our system takes data from INTERNET EXPLORER, so all you need to do is clear your internet browser’s cache. How?

1. OPEN Internet Explorer.
2. Depend on your internet browser
- IE 8: From the Tools menu choose Internet Options.
- IE 9 & Above: In the upper right corner, click the small gear icon (to the right of the star icon) and choose Internet Options
3. On the General Tab, under Browsing history, click DELETE


 4. UN-CHECKED the Preserve Favorites website data box.
5. Check the Temporary Internet files, Cookies, and History boxes.
6. The Form data, Passwords, and in Private Filtering data boxes may be left un-checked. You can check them to delete this data if you so choose.
7. Click DELETE

 8. When finished, click OK to return to your Internet Explorer window.
9. Close the Internet Explorer window and reopen.

USING WEBSITE

Here is the step for you guys who are playing on website Touch 3Claws. It depends on what browser you use.

MOZILA FIREFOX

   Click the Three Lines icon in the top right of your browser.
1.      Select History, then select Clear Recent History.
2.      Select the time range to clear (drop-down menu).
       Select the beginning of time to clear all cache.
3.      Click Details to choose what history elements to clear.
4.      Make sure Cache and Offline Website Data is checked and any other elements you want to clear.
5.      Click the Clear Now button.

DISABLE YOUR IDM

What is IDM? IDM is Internet Download Manager and we found out that it makes your games stuck sometimes. You need to disable your IDM :) How? Check this out

In IDM, Click on Downloads > Options > General, and unchecked all the browser.

Credits:
Lυffyツ
Touch 3Claws' Official Egypt Moderator


Touch 3Claws' PH Moderator


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