[GENERAL] Log in - The Network Connection To The Server Was Lost?

[Skyldvariant]

I have just downloaded the game again for the first time in a while since i bought a booster box and wanted to put in the code cards.  However I am completely unable to login.  Before anyone says "this game was built for a robust connection" I am currently sitting with 98MBPS and if the game needs more than that it is extremely poorly optimized.  I have tried uninstalling and reinstalling the game as well as restarting my laptop and nothing has worked, are the servers just borked?

[Chasista]

Hi

 

Are you connected through wire or WiFi?

 

Download speed is 98Mbps. Is it Upload too?

 

What else are you running on your device?

 

I'm on now, on a 100Mb symmetrical connection in a laptop with wire, game and browser opened and no problems. When I use the WiFi don't tend to fail but can be slow if something is downloading or a videoplayer is on or something else.

Edited March 18, 2019 by Chasista

[RobRatt]

It's not your Internet speed.  That's fine.  When they talk about "robust connections," they usually mean wi-fi in bad motels, or (mostly) guys using the mobile hotspot off their phones.
 
This sounds more like a firewall problem, and your Antivirus program is blocking the connection.  The game gives a standard message, whether the servers are down, the connection is too weak, or it's blocked entirely (at least from my experience).
 
Here is the canned response the moderators will give you.  It's actually quite useful to help find the problem.
 

•Unplug your modem (and router if you use one) for 1 minute. Plug in modem, then router and reboot your computer.
•If you are using a WiFi connection, try plugging in to your modem with a cable instead.
•Open the following 3 ports that the TCGO client needs to make a connection: 5222, 8181, 6967, and 39389
•Note that anti-virus software (or even Windows Defender) could be incorrectly identifying the game as a threat and blocking it and you may need to add TCGO to a "safe programs" list.
•Close any background applications before launching the game, as some programs may cause issues.
•It might help to flush your DNS cache after troubleshooting the above.
•Try a different network connection if possible.

 
Here's an article from the Support section that may help.
 

The Pokémon TCG Online communicates with the game servers through three ports: 5222, 8181, and 39389. The game will not function properly if these ports are blocked by your router. The process for enabling outbound traffic through these ports is commonly referred to as Port Forwarding. Please review the documentation that came with your router, or visit the router manufacturer’s support page, for instructions on setting up Port Forwarding.
 
Some firewall, malware, or anti-virus software may require you to explicitly permit two-way communication with some domains by name. If this is the case for your security software, please add the following domains to the software’s whitelist:
 
•Pokemon.com
•Direwolfdigital.com
•Amazonaws.com

Edited March 18, 2019 by RobRatt

[Chasista]

Rob THE Mod !! 

 

Really, awesome answer! I really wish he comes back to see it (ithappens a lot in the other languages forums, someone comes, "screams" every single complaint they can imagine and leave forever   )

[Skyldvariant]

My firewall and Antivirus are expressly set to allow Pokemon TCG through, I am using public (8.8.8.8 and ******** DNS addresses, I flushed my DNS addresses about 5 mins before installing the application and I have all the necessary ports open. Nothing has worked and I currently have a ticket on with support. I have tried restarting the laptop, doing a clean uninstall and deleting all remnants of the game and its folder and reinstalling and launching it with nothing else running, I have no clue why it wouldn't be working but it is not working.

[RobRatt]

If the Support Ticket proves useful, it would be nice if you could let others know the answer.  You're probably not going to be the last player who runs into this.

[RedX2014]

So, everytime I try and load up the game for my son, for some reason today it's giving me the "The Network Connection To The Server Was Lost" message..

 

It's not my Internet connection, I'm using the internet to type this and I have fiber internet connection that is stable and has been stable for the last year..

 

I've restarted the computer, re-installed the game x2

 

Is the pokemon servers having issues?

 

I can logon to the website no problem and navigate with ease, but when I start the TCGO wont load.

 

it's 100% not my internet connection.

[Mod_RedDragon]

Hey there!

 

I posted some steps below to try to see if that gets you up and running. If not, please reach out to the support team by selecting the link in my signature, select the PTCGO option, and then selecting "Contact Us".

 

Unplug your modem (and router if you use one) for 1 minute. Plug in modem, then router and reboot your computer.

 

If you are using a WiFi connection, try plugging in to your modem with a cable instead.

 

Open the following 3 ports that the TCGO client needs to make a connection: 8181, 6967, and 39389

 

Note that anti-virus software (or even Windows Defender) could be incorrectly identifying the game as a threat and blocking it; you may need to add TCGO to a "safe programs" list.

 

Close any background applications before launching the TCGO (VoIP, Skype, and Bittorrent related programs are especially known to occasionally cause issues).

 

It might help to flush your DNS cache again after troubleshooting the above.

[dropaduke607]

im haveing the same problem in i did all those steps it on your guys side

[dropaduke607]

i can't login in i done it all some one plz help befor update i could fix ur game plz

[Tildin]

I also have this issue and connected perfectly fine before the update.

[gegecrapaud]

uninstall ant reinstall the game... log in and it say the I'm not connected with the server .

Please help me. Was working march 25th and since the new versus..nothing works.

[Edited by Mod_Jynthu - Sharing personal information is not permitted on the forums]

Edited March 27, 2019 by Mod_Jynthu
Removed personal information

[RedX2014]

I also have this issue and connected perfectly fine before the update.

that's when it started for me, just after the update.. it's been working fine leading up to the update.

 

I've done all of the above already, Def not on my end.

[Mod_Jynthu]

Hello gegecrapaud,

 

I have removed the personal information that you included with your post. Sharing personal information on the forums is not permitted.

 

Am I correct in understanding that you have attempted to uninstall and reinstall the game, but you were unable to reinstall? If so, what error message do you receive? I recommend checking this post for instructions on the full uninstall method for Mac and Windows: https://support.pokemon.com/hc/en-us/articles/360001058453-The-Pok%C3%A9mon-Trading-Card-Game-Online-stalls-when-updating-How-do-I-uninstall-reinstall-the-game-for-Windows-and-for-Mac-

 

I'm not familiar with the error message you receive when you try to connect to the game. Can you tell me what message you receive specifically?

[dropaduke607]

 i did the same thing but got nathing i been waiting 4 support all day 

[AntonyTLK1]

This also is happening to me since the update

But if i try to do the Invited trial the game connect nicelly

Preharps its just an account bug since my pokemon go also is bugged

[Mod_RedDragon]

Trainers,

 

If you are still having in issue connecting to the game, please reach out to the support team using the steps in my last response. 

 

If you are Windows, please be sure to include your DxDiag file with your ticket. 

 

You can do that by:

Go to start, type in "dxdiag".

Wait until "dxdiag.exe" appears and open it.

Click on "Save All Information". After you have saved the file, please include it with your ticket. 

[FractlErodactyl]

Still having the same issues after doing all of these suggestions. Fix the game!

[AntonyTLK1]

Hey there!

 

I posted some steps below to try to see if that gets you up and running. If not, please reach out to the support team by selecting the link in my signature, select the PTCGO option, and then selecting "Contact Us".

 

Unplug your modem (and router if you use one) for 1 minute. Plug in modem, then router and reboot your computer.

 

If you are using a WiFi connection, try plugging in to your modem with a cable instead.

 

Open the following 3 ports that the TCGO client needs to make a connection: 8181, 6967, and 39389

 

Note that anti-virus software (or even Windows Defender) could be incorrectly identifying the game as a threat and blocking it; you may need to add TCGO to a "safe programs" list.

 

Close any background applications before launching the TCGO (VoIP, Skype, and Bittorrent related programs are especially known to occasionally cause issues).

 

It might help to flush your DNS cache again after troubleshooting the above.

I have already sent a ticket for help but the person said me the same thing that you said here, she asked for my ip adress and to this point i have no responses of her.

 

The port needs to be in differents rules ou in the same? and i put in the pokemon tcgo rule or i create a new one ?

[dropaduke607]

if you got killier network unstall it that what i did in it worked

[JozMerlin]

Tengo el mismo problema desde la actualización ya no se que hacer.

[Tildin]

For me - I did the following and finally resolved the issue on my own.  Very frustrating.

 

Press Windows key > type "Internet Options" > Connections tab > LAN Settings > uncheck "Proxy Server/Use a proxy server for your LAN ..."

[ImakuniTCG]

Tildin for the win! This indeed fixes the issue. Cheers!

And for the devs: go fix your game really... This is not the first time an update brings us major issues.

 

For me - I did the following and finally resolved the issue on my own.  Very frustrating.

 

Press Windows key > type "Internet Options" > Connections tab > LAN Settings > uncheck "Proxy Server/Use a proxy server for your LAN ..."

[Sidd163]

Thx man, that actually helps. A lot better than the people who did try but were sending the same advice all over again 😀

[Mod_Gunning]

Hi Sidd163,

 

We are happy to hear that the issue was resolved for you. We are sorry that you are not satisfied from some of the answers you received but please bear in mind that sometimes there is a lot of trial and error in order to receive the specific assistance you need in your case! Please let us know if there is anything else we can do for you.