Troubleshooting Guide

1. Getting Started

• 1a. Is my country eligible to play Perfect World International?

If you live in one of the following countries, or have an IP address connected to, or close to, one of the following countries, you will NOT be able to play PWI.

*These countries CAN NOT play Perfect World International.

• China
• Hong Kong
• Japan
• Macau
• Malaysia
• North Korea
• Philippines
• South Korea
• Taiwan
• Turkey
• Vietnam

If you want to play Perfect World for those regions, you will have to research on the internet to find the one that covers your location.

All other IP addresses from anywhere else in the world are not blocked by Perfect World Entertainment.

*Note: This list is current as of October 3, 2008.

• 1b. I can't see the website properly!

If you are having trouble viewing certain parts of the website, make sure you have the latest version of Flash installed. You can get the latest version of flash at: http://www.adobe.com/products/flashplayer/

Once you download it, run it and make sure all of your internet browser windows are closed.

After Flash is installed, start up your browser and see how the www.perfectworld.com website shows up for you then.

If it still doesn't show up well for you, try re-booting your PC then starting your browser. Currently, we only support Firefox and Internet Explorer, although any web browser that supports the latest version of Flash and uses it properly should display it correctly.

Web Browsers Links:
Firefox : http://www.mozilla.com/en-US/firefox/
Internet Explorer : http://www.microsoft.com/windows/downloads/ie/getitnow.mspx

Another thing is to make sure that you have cookies enabled if you are having issues with viewing the forums. With the Firefox Browser it is under Tools > Options > Privacy. For Internet Explorer, go to Tools > Internet Options > Privacy. A setting of "Medium" should be sufficient.

• 1c. Does Perfect World International support Windows Vista?

Perfect World International does work with Windows Vista. If you are experiencing some difficulties running the game using Vista, here are some things you can try:

Try running the game as Administrator and/or changing Compatibility Mode

To run an application as an Administrator, you can right click on the games shortcut (icon) and click Properties. If Run as an Administrator pops up in the first menu after you right click, use that.

What you can do is look up your game's specifications and check the recommended OS (Operating System), than after you know what is the proper OS for your game, go to the Properties of your game (repeat process), than go to the Compatibility tab. Once you reach it there will be a list of OS systems, click the one that is most proper for your game (Most likely Windows Service Pack 2).

If you want to be exact with the whole Run as an Administrator process, run the game on the account of your computer that has the account set as Administrator.

Try disabling UAC (User Account Control)

How to disable UAC in Vista:

• 1. Launch MSCONFIG via the Run menu.
• 2. Click on the Tools tab. Scroll down till you find Disable UAC. Click on that line.
• 3. Press the Launch button.
• 4. A CMD window will open. When the command is done, you can close the window.
• 5. Close MSCONFIG. You need to reboot the computer for changes to apply.

Note: that you can re-enable UAC by selecting the Enable UAC line and then clicking on the Launch button.

2. Installation / Patch Troubleshooting

• 2a. What are the system requirements?

If your computer does not meet the system requirements, you will need to upgrade your system (graphics card, RAM, CPU, power supply, etc.) hardware, or get a newer computer system.

Please make sure that your computer meets the Minimum System Requirements:

Operating System: Windows 98/ME/2000/XP/Vista

Note: Players who have an Intel Mac that is running OS X Leopard can attempt to install Windows using Boot Camp. For more information on Boot Camp, please visit: http://www.apple.com/macosx/features/bootcamp.html . We do not offer support for emulating Windows to run on Linux or Mac OSX in order to play the game.

CPU: 800MHz and above (Intel Pentium4 1.5GHz or greater recommended)

RAM: 256MB or more (512MB recommended)

Hard Disk: 2.5GB of available space (3-4GB recommended for swap files and updates)

Graphics Card: 32MB 3D graphics card (256MB 3D graphics card recommended)

Note: If you are using shared memory with an integrated video card, your overall total computer system memory should at least be 512MB.

• 2b. Where do I download the Perfect World International client?

Make sure that you download the correct Perfect World International (PWI) game client and/or manual patches at http://www.perfectworld.com/download/client



Note: If the wrong client is downloaded and/or installed from a different country or region, it will not work properly and you will not be able to play PWI. Please only download from the sources provided on our website.

When installing the game and when observing file names, logos, and websites you visit, make sure that you see the name "Perfect World International".

• 2c. How do I install the game?

Please see the PWI Installation Guide available at:

http://www.perfectworld.com/media/PWI_Installation_Guide_FINAL.pdf for steps and more information about downloading, installing, and patching/updating Perfect World International.

• 2d. How do I patch to the latest game client after installing?

After you have downloaded and installed the game, you will have to patch the game up to the latest version on your computer, in order to play the current version of the game on the internet.

Please see the PWI Installation Guide available at:

http://pwi.perfectworld.com/media/PWI_Installation_Guide_FINAL.pdf for steps and more information about downloading, installing, and patching/updating Perfect World International.

• 2e. How can I tell if I have the latest client version?


When starting the game, look on the left hand side, of the front-end menu above the Start and Account buttons, to see what the latest game version is on your computer.

To see what the current version of the game is on the game servers (and to see if you need to patch/update), check on the website in the news section here: http://www.perfectworld.com/news

You can also check on the latest version in the Tech Support Zone on our forums here: http://pwi-forum.perfectworld.com/forumdisplay.php?f=6

2f. I'm having trouble connecting to the update server and/or game servers.

Networking - Router Settings & IP Addresses

Router Settings

Your router should have port 29000 (twenty-nine thousand) open for PWI and for the PWI patcher. Your router's manufacturer's website should have the instructions on how to do this.

Note: Forwarding ports could reduce the security of the computers on your network. Please contact your network administrator or a qualified network technician for further information.

Third-party assistance on configuring popular routers can be found at http://www.portforward.com/ (Note: Not affiliated nor supported by Perfect World Entertainment).

Most router manufacturers also offer guides and additional information on their websites, in the included documentation, or on the installation CD that came with the router. Note: On most routers, the brand and model number is on or near, the serial number shown on the bottom of the device.

IP Addresses

You may need to make changes to the software for your router, antivirus software, security software, and/or firewall software in order to allow for your computer to communicate and send data back and forth to the IP addresses for the PWI game servers and patch servers listed below.

If you are located at a university and are having trouble accessing the internet, contact your IT or System Administrators for the school network. Some universities block internet traffic and/or restrict it. Ask them to prioritize the traffic for your internet connection and give them the IP addresses listed below and port 29000.

Note: Please read the documentation or help files that accompany your antivirus/security/firewall software. You can also research the software developers' websites that made your software and check to see if they have guides and information about how to change the settings in your software.

IP Addresses for the game servers and patch servers:

Website: www.perfectworld.com

64.74.129.32

64.74.129.33

Sanctuary (PVE) pwigc2.perfectworld.com
29000:64.74.134.24	29000:64.74.134.25	29000:64.74.134.47	29000:64.74.134.48	29000:64.74.134.49
29000:64.74.134.50	29000:64.74.134.51	29000:64.74.134.52

Lost City (PVP) pwigc3.perfectworld.com
29000:64.74.134.57	29000:64.74.134.58	29000:64.74.134.31	29000:64.74.134.32	29000:64.74.134.53
29000:64.74.134.54	29000:64.74.134.55	29000:64.74.134.56

Heaven's Tear (PVE) pwigc4.perfectworld.com
29000:64.74.134.61	29000:64.74.134.62	29000:64.74.134.63	29000:64.74.134.64	29000:64.74.134.38
29000:64.74.134.39	29000:64.74.134.59	29000:64.74.134.60

Patch Server: http://pwipatch.perfectworld.com/patch/

64.74.217.11

Networking - Bypassing Your Router

In some circumstances, you may have to bypass your router, and directly connect your computer to the cable or DSL modem.

Before doing so, make sure that you have installed and run antivirus/security software on your computer.

You will need an Ethernet cable (in the US, called the Category 5e networking cable) to connect your computer to the cable or DSL modem. The cable you might need (depending on your network setup) will have a male plug on both ends.

One end will plug into your Ethernet/Internet/WAN (or similar) port on your computer and the other end will plug into the Internet/RESNET/WAN (or similar) port on your cable or DSL modem.

Note: Please read the documentation or help files that accompany your antivirus/security/firewall software. You can also research the software developers' websites that made your software and check to see if they have guides and information about how to change the settings in your software.

Additional Networking Help

If you need more information about setting up your network connections, please visit the following sites:

Windows XP: http://www.microsoft.com/windowsxp/using/networking/setup/default.mspx

Windows Vista: http://windowshelp.microsoft.com/Windows/en-us/networking.mspx

Note: If you do change your network settings, please remember to reset and/or power down/up your modem before the changes will take effect.

3. In Game Issues

• 3a. I am getting corrupted graphics and black screens while playing!

This could be the result of not having the drivers for your video card updated. Listed below are some websites in which you can get the latest drivers to update your video card.

Microsoft Direct X: http://www.microsoft.com/downloads/Browse.aspx?displaylang=en&categoryid=2

Nvidia: http://www.nvidia.com/Download/index.aspx?lang=en-us

ATI: http://ati.amd.com/support/driver.html

Omega Drivers (only for people who are comfortable with using modified drivers): http://www.omegadrivers.net/omega_drivers.php

• 3b. I click the start button and I get a corrupted Error!

I click the start button and I get a corrupted error!

• 3c. I have trouble Alt +Tabbing out of the game!

You will need to install the East Asian Language pack that is on your original Windows disc.

To install it on your computer in Windows XP (other versions might be slightly different):

• 1. Insert your Windows XP CD
• 2. Go to Control Panel
• 3. Go to Regional and Language Options
• 4. Click on the "Languages" Tab
• 5. Click the "Install files for East Asian Languages" checkbox.
• 6. Click on the OK button for the dialog box that appears.
• 7. Click on the OK button of the window to close it, and begin the installation.

To install it on your computer for Windows 98 and Windows ME visit this link:

http://www.microsoft.com/windows/ie/ie6/downloads/recommended/ime/install.mspx

• 3d. I have a dual or quad-core processor and the game is not running properly!

If you are using one, you may have to change the Affinity settings for the processor to run the game better.

To do this, start the game and then press Ctrl + Alt + Del to bring up the Task Manager. In the processes tab, find elementclient.exe. Right-click on it and choose "Set Affinity", and uncheck one of the cores.

You may have to do this every time you start the game if you cannot set it permanently through any CPU optimizing software that you have installed on your PC.

Please see your CPU manufacturer's website to see if there are any optimizers for the CPU(s) installed on your computer, for your OS.

• 3e. I'm experiencing a lot of lag and latency issues.

If you are experiencing these types of issues, please keep some of these points in mind:

• Turn down the graphic settings in the game.
• Make sure you don't have a lot of programs running in the background.
• Make sure you are not downloading large files in the background.
• If you are sharing your connection with other members at the location, this will affect your bandwidth.
• Contact your ISP to make sure that port 29000 is receiving priority for bandwidth.
• 3f. Where can I find more information on how to play the game?

You can visit http://www.perfectworld.com/guide for more information on Perfect World International's many features.

• 3g. What is the purpose of the Safety Lock feature?

In-game, there is a feature called the Safety Lock. This feature should only be enabled if you think that your account may get accessed or compromised within a certain time frame against your knowledge. This is a feature that could be used if you frequently accessed PWI from a public location like a gaming center or internet cafe.

When the Safety Lock is active, the following features are disabled:

• Trading with other players
• Consignment Shops
• Dropping items or coins

In addition, the following NPC services are disabled:

• Selling items to NPCs
• Imbuing or Purifying equipment
• Decomposing items
• Binding or Demolishing gear
• Auction Services
• Mailing items
• Trading Gold
• Refining items
• Dying clothes

Currently, the default setting for the Safety Lock is one minute. In other words, after logging in, you will have to wait for one minute before you are able to perform any of the above mentioned actions. The issue that many users are experiencing occurs when they change the Safety Lock duration.

For instance, if you change the duration to two hours, then every time you log in, on any character, you will need to wait two hours before performing the aforementioned actions.

*WARNING* - The Safety Lock CAN NOT be deactivated before the set time has elapsed.



If you have accidentally set the Safety Lock for too long, it is possible to change it. Simply go into the Safety Lock settings and enter the new time.

Keep in mind, it will take seventy-two hours of time in the real world before the Safety Lock setting changes go into effect. If you try to change your Safety Lock settings again during this time, the seventy-two hour waiting period will restart, so please be patient.

• 3h. Why do all other players look the same in-game?

If you happened to turn on the Best Performance button at the top left of the in-game display, it will then automatically turn off the Customizations option in the in-game System > System Settings > UI > Customizations. The System icon is in the lower right corner of the in-game display.

To be able to see what individual players characters look like once again, turn them back On by checking the box next to Customizations.


• 3i. I can't get into game and it says I'm already logged in! What can I do?

At the log-in screen after you start-up the game, on the bottom left of the menu where you enter your user name and password is a check box and the words Safety Log.

Selecting (by clicking on the box) Safety Log will boot your account off of the servers if you got disconnected while logged in, or encountered other issues where you get a message saying you are already logged in.


• 3j. What do I do if my character gets stuck somewhere in the game world?

While this does happen on occasion, ways that you can get unstuck are to:



1) Use your Town Portal. If you've used it already, you may have to wait for its cool-down period to expire.

2) Ask a GM to teleport you back to the closest city.

3) Exit back to the Main Menu, and see if it drops you in a better spot so that you won't get stuck again once you log back in.

4. Miscellaneous

• 4a. I need more help! What do I do?

If you are still experiencing issues, you can submit your issue to Tech Support through our ticketing system. Visit http://support.perfectworld.com , log into your account, and select from a list of categories that is related to your issue.

DISCLAIMER: All content contained within this document, contained within any PWE help/support or FAQs documents/guides, and within the Perfect World Entertainment website's Support section and files, are presented to try and help you (the user/player) with any issues that you may encounter. Perfect World Entertainment Inc. is not responsible for any of the directions/suggestions described and/or any damage that could occur to your computer system hardware or software by following said directions/suggestions. By following any of the directions or suggestions given, you do so at your own risk.