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### Troubleshooting

The following covers some of the more common problems you may encounter when playing online. Note that fan sites or the official message boards are a good source of help for online play problems. You can also contact tech support for assistance.

#### I get an error whenever I try to join a game.

You probably are behind some sort of Internet Security that is blocking outgoing connections and will need to open ports or reduce the security before you can play. You can check the Options Tab to see if Internet Security is present.

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#### When I try to host a game, I get a warning stating that connections to my machine could not be verified.

You probably are behind some sort of Internet Security and will need to open ports or reduce the security before you can host. You can check the Options Tab to see if Internet Security is present.

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#### When I join a game, I experience a lot of lag, game play pauses, or I get disconnected.

Your latency to the game host is probably too high. Generally you want to choose games with good pings to join. When selecting a game on the Game Browser, try to choose games with more bars in the ping column. If all games have low bars, your ISP may be experiencing difficulty.

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#### Another user is being annoying or offensive to me.

You can add the user to your ignore list using the ignore chat command.

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#### The user I ignored just created a new account and is still harassing me.

You can add the user's installed game to your block list using the block chat command.

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#### When I try to log on or play direct connection games, I get an Invalid CDKey error.

Your CDKey is not valid. You may have mstyped iyt during the installation of the game. You will need to re-install and be very sure to enter the CDKey correctly. If all else fails, you may contact technical support for assistance.

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#### Sometimes when I try to log on or play direct connection games, I get a CDKey in use error.

Someone else is playing online using your CDKey. Only 1 person may play online with a given CDKey at a time. If you beleive your CDKey has been stolen, contact technical support.

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#### When I try to log on to Sierra Online, I get an unknown user name error.

You need to create an account. Choose the Create Account button on the login screen. See the help on the login screen (select the Help for more information).

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#### I have forgotten my password for my Sierra Online account.

Select Lost Password on the login screen to have your password emailed to you. (You did provide a valid email when you created yoiur account, didn't you?) See the help on the login screen (select the Help for more information).

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#### I have forgotten my username for my Sierra Online account.

Select Lost username on the login screen to have your account(s) emailed to you. (You did provide a valid email when you created your accounts, didn't you?) See the help on the login screen (select the Help for more information).

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