Questions & Answers About Game Start Problems!

Hello dear Entropia Player, if you have landed on this site, you probably have a problem with your game.
Here are some known points with which you can get your game running.

But first make sure that you have installed the most important drivers needed for Entropia.
On this server you have to install them because they are newer drivers that we use to optimize the game for you.
If Server XYZ runs on old drivers at your computer, it does not mean Entropia does, so please install the drivers.

If you are unsure if you already have the drivers or not, don't worry, during the installation you will be told if you already have them or not.

You have to download and install the following Drivers:

• Visual C++ Redistributable Packages 2015 / 2017: Microsoft Download
• DirectX (9.0c) End-User Runtimes (June 2010): Microsoft Download

Question:
My patcher does not start and I get strange errors.

Answer:
A longer answer to your question can be found at the bottom of this page!

Question:
I get an antivirus message or only see a white screen when I try to start Entropia, is that normal?

Answer:
If you get an error code, an antivirus message or a white screen when patching or starting, you don't have to worry about it.

We encrypt our Neuz.exe with the tool VMProtect to protect files like models or other resources and to prevent some tools like bots.
By using this encryption, it is possible that your antivirus program may receive a false warning. (Also called false positives).
Often this error is the reason that your game does not start.

We ask you to set our client in the exception settings of your antivirus program,
so you can start the game without any problems. Here is a list of instructions on how to add an exception.

• Windows-Defender: https://bit.ly/2yIGhAj
• Avira: https://bit.ly/2WHfgoW
• Avast: https://bit.ly/2zvrjxt
• Bitdefender: https://bit.ly/2YQlF3C
• McAfee: https://bit.ly/35Oc8f4

Make sure that your Neuz.exe is still in the game folder of Entropia after the attempted start.
If it is not there, please deactivate your antivirus and patch your game again.
If it works, add an exception for the Neuz.exe in the antivirus (as explained three lines above) and then activate your antivirus again.

Make sure you do not have multiple free antivirus programs installed!
Some players additionally had 3-4 Free Antivirus Programms installed, which where active with the main Antivirus
and still blocked the Neuz.exe, even if there was an exception.

Question:
My game remains white at startup despite a exception in the antivirus, what should I do?

Answer:
This can have several reasons, either you have an old client, you don't have read/write access to the Entropia client folder or you are missing certain drivers.
On some operating systems, certain paths are blocked, such as the download folder, because it is only for downloads. So try moving your Entropia client to the desktop or to C:\Programs\.

If it still doesn't work, right click on the Entropia folder and go to "Properties" and then to the category "Security", there you can check if ✓ has check marks in the permissions "Read" and "Write". If not, please edit them and give the folder full access so your Windows can use it without problems.

If it still doesn't work, then patch your game via the patcher/launcher BUT don't start the game via it, but quit the patcher/launcher and delete the following files in your client
• d3d9.dll
• d3dx9_43.dll

and then start the game using the Start.bat file which is located in your client (this ensures that the game can be started without the patcher/launcher).

Question:
In the login screen (login area) I get the message that my game is not up to date, what should I do?

Answer:
First, make sure that you have fully patched your game and have the latest client.
If it does not work after that, add an exception in the antivirus, as mentioned above.

If it still does not apply, try to add the Neuz.exe (Entropia Start File) in the Windows Firewall (NOT the Antivirus!)
How to allow exactly one file in the Windows Firewall is explained here: Click Here!

Question:
I get Ghost DC's in the game, what can I do?

Answer:
If a Ghost-DC should occur, it is recommended to add the Neuz.exe in the Windows Firewall and if necessary an exception of the Neuz.exe/Entropia Client folders.
How to allow exactly one file in the Windows Firewall is explained here: Click Here!

Question:
Does Entropia run on Mac devices or virtual machines?

Answer:
Entropia was developed for Windows only and therefore runs only on Windows. But you can run Entropia on Mac devices using a Windows emulation. You can emulate Windows on your Mac device via Bootcamp (from Apple) or with the Parallels software. We don't offer any support on how to get Windows to run/emulate on your Mac device, you have to find out for yourself.

Question:
I cannot log in with the emulated Windows version on my Mac device!

Answer:
Players who want to play on our server via an emulated Windows version must provide their Account ID/s via a support ticket or message on our Discord Server. Since we do not allow emulated Windows versions on our server, we have to enable your account IDs to login on our server.

Question:
What do I do if I get the message "CODE: XXXXX Result: Y" or "ErrorNumber: X Neuz.exe Run Error"?

Answer:
This can be due to three things:
1. The patch server has problems and therefore cannot be reached.
2. Your firewall or an anti-malware/virus program is blocking the connection to Entropia.
3. A cache problem from you or our server. (See the next question)

Solution to Point 2:
• Make sure that your firewall and router allow the connection to the following site/domain: entropia.top
• Make sure that the following files are not blocked by an antivirus / malware program
• Neuz.exe
• Launcher.exe
• Updater.exe 

Here is a list of instructions on how to add an exception:
• Windows-Defender: https://bit.ly/2yIGhAj
• Avira: https://bit.ly/2WHfgoW
• Avast: https://bit.ly/2zvrjxt
• Bitdefender: https://bit.ly/2YQlF3C
• McAfee: https://bit.ly/35Oc8f4

Question:
My Launcher / Patcher gets an error message when I try to start it, what should I do?

Answer:
First make sure you have installed the two drivers mentioned above and have the latest version of our Entropia client.
If you played last time a few months or years ago, please download the latest client! :)

If it is difficult for you to find them, we will write them again for you (for some people it has to be done):

• Visual C++ Redistributable Packages 2015 / 2017: Microsoft Download
• DirectX (9.0c) End-User Runtimes (June 2010): Microsoft Download

But if you still get an error message!

Then type "Internet Options" in the Windows search.


Open these options with a double click to see the following window.
Then click on "Delete", then another window opens where you click on "Delete" again.


If you still get an error, open your console "CMD" (Just Type "CMD" in the Windows Search) and start it as an Administrator (Rightclick) and enter the following command:
ipconfig /flushdns

If the patching does not work at all, try to disabling your Antivirus for a short time.
If it works, add an exception for the Neuz.exe in your antivirus.
How this works is answered in an upper question, relatively at the beginning.