In this section you will find useful information and answers to Frequently Asked Questions related to Crash Issues and Error Messages.

When I launch the Entropia Universe I get a blue screen and my computer reboots.

It is very difficult to trace the cause of this issue. The Entropia Universe itself could not cause such a crash. However, there are bugs in certain drivers for graphics cards which may be triggered by the Entropia Universe Client Software.

While participating in the Entropia Universe, I experience regular crashes.

We are continuously examining the crash reports we receive from our participants and implementing necessary adjustments regularly to ensure a high quality performance. Therefore it is very important that you always press yes, when the system asks you to send a report.

The client crashed and now I am not able to login again. The message 'Your avatar is already logged on' is displayed when I try to launch the Entropia Universe.

Please wait at least ten minutes before you try to login again. Should you still not be able to login after this time period, please contact the Entropia Universe Support.

When I launch the Entropia Universe I receive an 'Internal Error' message and lose connection.
This message is displayed when, for some reason, the instruction failed. Please wait at least ten minutes and try again. Should you receive this message often, please contact the Entropia Universe Support.

When I login I receive the error message 'your Entropia Universe folder is badly corrupted and you need to reinstall the client'.

It is probably your anti-virus programme, which is too strict and acknowledges this file as a virus.

When I login I receive the message 'the Entropia Universe is currently off line for maintenance'.

1. Verify that the Entropia Universe is not down for upgrades by checking the News section.



2. Please make sure that the Entropia Universe is a non restricted application in your anti-virus software and firewalls (including the Norton firewall if you have Norton AntiVirus software).



3. If the above is correct you could try removing the Entropia Universe completely from your computer via 'Add/Remove programs' at the 'Control Panel'. Then download the client again from http://www.entropiauniverse.com, and install everything from scratch.

What does the error message 'Unidentified Login Information' mean?

Make sure you type your login and password exactly as you did when you entered this support section. If you have requested an account re-activation or your account has not yet been approved, your account is set to a pending state. In the pending state, you will be able to log on to this support section, but not log on to the Entropia Universe.