[2021] PINNED: Troubleshooting: Cannot Start Game or Matching

Please try the following steps below if you encounter problems starting the game:

1. Make sure you have selected the correct server on the top right corner of the lobby (globe icon).
The appropriate server may not be automatically selected for some players (EU and SA servers have limited opening hours. Please refer to the schedule by clicking this link here: https://www.playeternalreturn.com/schedule).

2. Restart your router or modem.
3. If you can launch the game but unable to get into a match, please disable your IPv6 settings by going into your network settings:

• Press the Windows key + R on your keyboard
  
• Type "ncpa.cpl" and press enter
  
• Right-click on your network and select Properties
  
• Disable Internet Protocol Version 6(TCP/IPv6) in the list
  
• Restart your computer

If you experience network connection issues after rebooting, reset your settings by pressing Windows key + R > enter "cmd" > type "Netsh winsock reset" > restart your PC.

4. Firewall/Antivirus problem
Make sure that Eternal Return: Black Survival is excluded from Windows Firewall or any other firewall/antivirus scanner programs. If you're not sure how to check, please disable your Windows Firewall and any other antivirus program before running the game again. Make sure to enable these back on after testing to keep your computer safe and secure.

5. Make sure you are not using a VPN.
6. Change your DNS (Domain Name System) to use Google Public DNS. Here's how:

• Press the Windows key + R on your keyboard
  
• A new screen will populate where you will have to type "ncpa.cpl". Press Enter to open "Network Connections"
  
• Right-click your active network connection and click on "Properties"
  
• Find "Internet Protocol Version 4 (TCP/IPv4)" in the Networking list
  
• Click on it followed by "Properties"
  
• Select "Use the following DNS server addresses" in the General tab.
  
• Enter 8.8.8.8 in "Preferred DNS server"
  
• Enter 8.8.4.4 in "Alternate DNS server"
  
• Click ok to apply these changes

Note: To revert these changes, you have to click on "Obtain DNS server address automatically". It uses the DNS automatically chosen by your Internet Service Provider (ISP).

7. If the game is crashing while you're trying to find a match, there might be an issue with your router's DNS settings. You can change your DNS settings by:

• Login to the router IP address
  
• In basic settings, change the DNS server from automatic to manual and enter "8.8.8.8" and "8.8.4.4".
  
• Disable "Super DMZ" in the Advanced Settings tab
  
• Delete or turn off any values in Port Forwarding

8. Check if there is an installation problem

• Open your Steam Library and right-click on Eternal Return: Black Survival
  
• Go to Manage > Browse local files
  
• In the folder, right-click on EternalReturn.exe and choose "Troubleshoot compatibility"
  
• Click on "Try recommended settings"
  
• Click on "Test the program"
  
• If it shows Steam login error, accept it and save Settings
  
• Open the game via Steam again