Find useful information and answers to Frequently Asked Questions related to starting, logging in and connecting to the Entropia Universe.

I have successfully downloaded the Client Software, but how do I access the Entropia Universe?
There is a button to launch the Entropian Universe in the bottom right hand corner of the Login Window. If you are not able to locate this button, please check your screen resolution setting. The Entropia Universe Client Software requires min. 1024x768 (16 bit or higher).

When I launch the Entropia Universe, I instantly lose connection.
If this is the first time you launch the Entropia Universe, we adivse you to perform the following checks:

1. Does your computer meet our minimum system requirements? Use the links below to review the minimum, recommended and optimal requirements:
   
   
   • Minimum System Requirements
   • Recommended System Requirements
   • Optimal System Requirements
   
   If you are not sure how your computer is configured, you can run 'dxdiag' which is a small Microsoft utility included with 'DirectX'. This utility will enable you to display information concerning your system. You start the utility by choosing 'Run' in the Start menu and type 'dxdiag' in the dialogbox and clicking the 'Ok' button.
   
   
2. Are all lights green in the 'System Check'? The 'System Check' is found under 'Client Status' on the Login Window.
   
   
3. Do you have a firewall?
   Please make sure that your firewall is set up to allow connections on the following Ports:
   • 20, 21 (TCP Outbound) - Additional TCP Port outbound for passive mode FTP
   • 80 (Outbound)
   • 30584 (UDP inbound/outbound)
   • 30583 (TCP Outbound)
   • 554 (TCP Inbound)
   
   
4. Do you have a router?
   Please make sure that the router configuration has Ports 20,21, 30584 and 30583 forwarded to your computer and that the firmware of your router is up-to-date (please turn to the manufacturer of your router for any specific questions regarding this matter).



5. If all requirements are met, the connection problem might be caused by your Internet connection settings. You can change the Internet connection speed on the Login Window under 'Options' (the button is located in the bottom left corner). Even though you have ADSL or an even better connection, try setting the connection speed to 56 kbit to check if that improves your situation. If this resolves your issue, you may try to set it higher step by step, to see which connection speed works best with your specific system.
   
   
6. You could also try disabling the sound under 'Options' in the Entropia Universe Login Window to see whether this improves your situation.

I regularly lose connection to the Entropia Universe.
The Entropia Universe server will disconnect you if your client does not receive data as fast as the setting you have choosen under 'Options' in the Login Window. There can be numerous reasons for this.
Please make sure that:

• your actual bandwidth is high enough. The bandwidth you pay for is not always the same as what you get. To test your actual bandwidth you can use a free tool on the Internet such as: http://www.dslreports.com/stest. Please note that the bandwidth may vary over time.



• you are not running other bandwidth consuming software on your computer, such as file sharing, Windows Update, web server, etc. To ensure a smooth experience, turn these applications off when you are participating.



• the actual bandwidth is still enough per computer, if you have more than one computer sharing the same connection.

The screen freezes and I lose connection regularly.
It is difficult to trace the cause of this problem since it is most likely connected to your computer. The Support Dept. offer technical support for the Entropia Universe only, and we cannot offer information regarding all types of hardware and software combinations compatible with the Entropia Universe. However, we can give you some general advice for hardware related issues:

• Make sure you have the latest released and updated drivers for your graphic card, see information under the 'Download' section of this web site.



• Sometimes issues can be related to the fact that old version of the drivers were at some point not completely uninstalled or something else went wrong during download or installing. It can be worth a try to make a complete uninstallation, and then download and reinstall the drivers again.



• Check the temperature in your system and make sure that the cooling of your system is sufficient.



• Make sure the power supply in your system is sufficient, especially after hardware updates.

When I login I receive the message 'your Entropia Universe folder is badly corrupted and you need to reinstall the client'.
It is probably your anti-virus program, which is too strict and views this file as a virus.

When I login I receive the message 'the Entropia Universe is currently off line for maintenance' and I fail to connect.

1. Verify that the Entropia Universe is not down for upgrades by reading the News section of this website.



2. Please make sure that the Entropia Universe is a non restricted application in your anti-virus software and firewalls (including the Norton firewall if you have Norton AntiVirus software).



3. If the above suggestions are fulfilled you could try removing the Entropia Universe completely from your computer via 'Add/Remove programs' in the 'Control Panel'. Then download the Client Software again from http://www.entropiauniverse.com, and install everything from scratch.

What does the message 'Unidentified Login Information' mean?
Make sure you type your Login and Password exactly as you did when you entered this support section. If you have requested an account re-activation or your account has not yet been approved, your account is set to a pending state. In the pending state, you will be able to login to this support section, but unable to login to the Entropia Universe.

Can I run Entropia Universe on a wireless network?
Running the Entropia Universe on wireless solutions is not recommended. This is due to the many complications this area involves, such as range to station, compatibility standards and loss of duplex capability.

The Entropia Universe is very packet intensive and many WLAN device manufacturers fail to meet the requirements for running such traffic wireless.

Another difficulty in offering WLAN support is the variety of solutions available for WLAN. This makes it near to impossible to par up with knowledge-wise.

Also, wireless solutions themselves are not safe environments. Unless properly encrypted, these solutions can jeopardize your account information amongst other things.

If you are experiencing issues with your wireless LAN, we can only advise you to do an overview and see that certain criteria like bandwidth and latency are met. Also, make sure you have the latest firmware for your wireless station/router.

I cannot remember my Login and Password. How can I access my account?
If you have forgotten your Login and/or Password, you may reactivate your account. Please click here to Reactivate Account.

If you cannot remember the email address, you need to send us a copy of your passport together with the request that you want to reactivate your account. You also need to state a new email address.
Please send this information to:

MindArk PE AB
Jarntorget 8
SE 413 04 Gothenburg
Sweden

As soon as we have changed your email address, you will be able to reactivate your account.