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[GAME] General - Fix Wifi Problem

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31 May 2018 - 07:12 AM



    Novice Trainer

  • KianEndacott

Okay, it's not the wi-fi exactly but  am getting frustrated at the number of times that the yellow or red wifi symbol occurs. I know  it's a game problem because there is nothing else wrong with my connection because I'm hardwired and using it right now to write this post.


The problem has been in the game for some time and never fixed.  Probably doesn't help that it's happened on two different sessions today and both on games were I finally had a good hand...  Never happens when you've got a bad one!

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31 May 2018 - 06:41 PM




  • Mod_Lyam

Hi KianEndacott,


This is mainly caused by an unstable connection, which can occur on a wired connection as well. I would suggest to reach out to your Internet provider in order to check if they can make your connection more stable.


If you have any other inquiry, do not hesitate to reach out!

Moderator Lyam
Pokémon TCG Online Moderator

Need help from the support team? Visit the support portal and submit a ticket!

02 June 2018 - 12:32 AM



    Novice Trainer

  • KianEndacott

This is mainly caused by an unstable connection


Sorry, but there is nothing wrong with my connection - I'm constantly getting over 100Mbs and don't have a problem with any other service.


Perhaps rather than always dismissing feedback it might be worth actually taking some of it onboard and using it constructively.  All I ever seem to see as a response here is 'it is a user problem'...

Edited by KianEndacott, 02 June 2018 - 12:33 AM.

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02 June 2018 - 07:08 PM



    Veteran Trainer

  • XK920XK

Sorry, but there is nothing wrong with my connection - I'm constantly getting over 100Mbs and don't have a problem with any other service.


Just because you get "100Mbs" doesnt mean you have a stable connection.  You need to check your connection with server and how much packet loss there is.  That is what the moderator is referring to. 



You need to verify that your connection is via hardware and software is stable first.  You can check the continuity yourself or have ISP come check it for you.  Assuming thats perfect then you have to check the any softwares on your device to see if its limiting or blocking any portion of the program, if thats good as well then you can reroute a more direct path to server to limit delays.


That is just an example, there are lots of other reasons as well that can be causing issues.  I just listed the more common issues.

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03 June 2018 - 06:46 PM



    Rookie Trainer

  • WelshPika

Hmm interesting, I beg to differ with both replies to the OP. Whilst in theory they are both somewhat correct, there are issues with the connection status within game. Coming from someone who streams live and keeps a constant eye on data package loss, what looses those packets, how many packets are being lost etc (for somewhat obvious reasons.. just in case you do not know though, those reasons are to limit the amount of buffering, dropped frames etc, data packet loss directly effects those.) I have noticed many times that the issue lays with PTCGO. Simply as it only happens when PTCGO starts or is being played, prior to that, everything is fine.

I also notice that a common answer is "check other software on your device that maybe interfering with PTCGO" . That in itself is passing the blame on to other programs, which would include Antivirus, ad blockers, editing software... one of many... so rather than insist the issue lays within other software blocking connections wouldn't it be wise to make the PTCGO client more compatible with other softwares? 

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05 June 2018 - 09:11 AM



    Novice Trainer

  • KianEndacott

Thank you WelshPika.  My point is the blame is always quickly pointed at the user and not at the game itself.  I shouldn't have to disclose the full setup, but using a business grade connection (I run my own IT business so I know what I'm doing!) I know the problem isn't my end.

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05 June 2018 - 10:03 AM




  • Mod_Rowan

Hello KianEndacott,


I've moved your topic to respectful subforum that fits matter the better.


I do completely understand how disappointedly you could feel when you are trying to raise the problem, and it looks like it's reverted to your side. This is not the case mostly. Any troubleshooting steps are usually felt annoying from the user side. However, this is something any tech would ask to do first to eliminate the possibility of the problem occurred on the device or caused by connection troubles.


Being tech-savvy I'm sure you know that data loss happens all the time despite how good your connection is, the question is only how huge that loss is and what's the impact. You can also know that your connection might be great and stable to most of the servers, but there always will be some servers that are not that easy to access depending on your region, provider and other factors. And you surely know that antivirus, firewall, ad blockers, your PC settings can have a specific impact that we can't foresee in advance just because the amount of hardware and software combinations is almost endless. 


That being said, I've passed your report to the developers for the review and investigation as well. We'll do our best to review the situation on our side and do any possible steps to prevent such issues for all the players.


If the situation will persist and prevent you from normal gameplay, I'd recommend you also to contact support. Please, include the information about your device, region, the connection you use, the client you have installed as well as the game logs as this will help the support team to provide you with proper resolution.


Thanks again for raising this topic!

Moderator Rowan
Pokémon TCG Online Moderator

Need help from the support team? Visit the support portal and submit a ticket!

09 June 2018 - 02:59 PM




  • Mod_Jynthu

Hi Trainers,


I have updated the title of this thread to match the format used by this subforum.



Moderator Jynthu
Pokémon TCG Online Moderator
Need help from the support team? Visit the support portal and submit a ticket!

21 December 2018 - 09:05 AM



    Rookie Trainer

  • vadimatov

I'm travelling with a netbook at the moment and sometimes when I've tried to connect to a wifi signal it says connected but there is no internet access (and a yellow exclamation mark over the wifi symbol). Most times I've noticed other people are connected so I wonder if it something to do with my computer rather than the router? Any ideas how to solve this or what setting I should look at on the computer?

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