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Technical Support User Guide

OneLetterOneLetter
Reactions: 6,075
Posts: 131
Member
edited December 2016 in Tech Support

Hello Maplers,

If you are experiencing an issue connecting to or launching MapleStory, the steps listed below can be helpful in addressing and resolving your issue(s).

Step One: Confirm that you are using a supported Operating System.

Supported Operating Systems:

• Windows XP (If you have Windows XP, your computer may be vulnerable because Windows XP is no longer receiving security updates as of 4/8/14)

• Windows Vista

• Windows 7

• Windows 8

Unsupported Operating Systems

• Apple O/S

• Linux

In addition, we advise players not to use Boot Camp or other Boot loading programs or Parallels to connect to MapleStory as they are not supported and may cause unforeseen issues.

Step Two: Verify your system meets at least the minimum system requirements.

http://i.imgur.com/dRCjMLk.png

http://nxcache.nexon.net/spotlight/286/00IHs-d5e1fefc-63ae-4c3c-b3fd-d14253d0544b.png

Step Three: Confirm Windows is updated as well as any system drivers on your computer.

Windows users can use the Windows Update command to update their system. It is also advised to update your video card drivers if you are experiencing issues. Additionally, confirm that you are using DirectX 9.0c or better.

• For Nvidia video card drivers: http://www.nvidia.com/content/drivers/drivers.asp

• For ATI video card drivers: http://support.amd.com/en-us/download

• For Intel video card: http://downloadcenter.intel.com/

• For Matrox video card: http://www.matrox.com/graphics/en/support/drivers/

Step Four: Make sure nothing on your system is preventing MapleStory from running.

Anti-Virus and Anti-Malware programs can sometimes block MapleStory from running or cause connection issues. You can temporarily disable them to test if you are having an issue, and in some cases it may be advised to uninstall your Anti-Virus software, and then test your connection to MapleStory.

You may need to temporarily turn off your Firewall as well to test your connection to MapleStory. However, with Firewalls as well as many Anti-Virus programs you can add an exception that specifically allows MapleStory to run with both your Firewall and Anti-Virus active. If you do not know how to add exceptions you can contact the support department for your Anti-Virus program and they can show you how to do so.

Instructions on allowing a program to communicate through Windows Firewall (Windows 7): http://goo.gl/fAMTCS

Step Five: Close or temporarily disable any unused or unnecessary applications before starting MapleStory.

When troubleshooting issues with MapleStory, it is often a good idea to disable other applications that are running on your desktop. Sometimes a program or application that is running (even applications that run in the background) can cause issues with MapleStory. Try closing or disabling them to see if this resolves the issue you are having.

Step Six: Uninstall and Reinstall the Game Client

If you are still experiencing issues after completing the steps above then we would advise you re-download the game client and then reinstall it. For best results, we suggest you delete the folder the game is in and any other related files or icons before you reinstall the game. You can download the game client from the following:

• Nexon Launcher: https://games.nexon.net/10100

• Steam: http://store.steampowered.com/app/216150/

Bonus Step Check for your issue via the MapleStory Knowledge Base

We recently updated our MapleStory knowledge-base with helpfull and informative articles which can help you with a wide array of issues from downloading to launching and from in-gaming to technical and account issues.

So be such to check out the .

Final Step: Contact our Support Technicians

If you have followed all the steps listed above and your issues are still unresolved, please create a service ticket by clicking on our service and support area and fill out all the information required so our technicians and investigated and provide a solution.

How to create a DxDiag Report

To run a DxDiag report, follow the steps below:

1. If you are running Windows XP or higher go to your task bar.

2. Click on, "Start Button".

3. Click on, "Run".

4. In the pop-up window enter dxdiag and hit ok.

5. The DirectX Diagnostic Tool pop-up window should appear.

6. Click on, "Save all information" button and save as dxdiag.txt

7. Open dxdiag.txt file and copy/paste all information into support email

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