During your gameplay experience, you may occasionally run into issues that prevent the game from loading or cause disconnects. Generally, these problems stem from two main causes: Device Errors and Network Errors. Understanding the difference between a local device issue and an internet connectivity problem will help you troubleshoot and get back into the game quickly.
Device Errors
Device errors occur when there is an issue with the local hardware, operating system, or outdated security certificates on your phone, tablet, or PC, preventing the game from authenticating securely or loading assets.
Symptoms & Examples:
• Infinite Loading / Freezing: Stuck indefinitely on the loading screen; the game client opens slowly or fails to progress past launch.
• Authentication & TLS Failures: Warning popups such as "Error: TrustFailure (Authentication failed, see inner exception.)" or "Authentication failed"
Troubleshooting Steps:
1. Check Date and Time Settings: Ensure Date & Time is set to "Automatic" or "Network-provided" in device settings to resolve TLS and certificate failures.
2. Clear Cache and Data: Clear the app cache (Android) or reinstall the game (iOS) to remove corrupted temporary files preventing the game from loading.
3. Update Operating System: Update your device OS to ensure all current root security certificates are installed.
4. Restart Device: Power cycle your device to clear memory and close conflicting background processes.
Network Errors
Network errors occur when the game client cannot establish or sustain a stable connection to matchmaking or match servers.
Symptoms & Examples:
• The in-game menus, crate openings, or your Mechs in Hangar take too much time to load, or do not load at all.
• Connection Popups: Prompts reading "Network error (gamecommand web:6)", or an in-match red Wi-Fi icon displaying (No connection)
Troubleshooting Steps:
1. Toggle Connection: Switch between Wi-Fi and mobile data to isolate whether the issue is local to your router or internet service provider. We always suggest using Wi-Fi as it tends to be much more reliable. Even slower Wi-Fi performs better than a faster cellular connection.
2. Restart Router / Modem: Power cycle your home network equipment for 30 seconds to refresh the connection.
3. Disable VPNs and Proxies: Turn off active VPNs, private DNS profiles, or ad-blocking proxies that might block server communication and trigger web errors.
4. Move Closer to Router: Reduce packet loss and signal interference by getting closer to your access point to prevent mid-match disconnects.
If the issue you are experiencing is not described here, please check our Known Issues section to see if it is something we are currently investigating. If the Known Issues section does not help resolve your problem, message our Support team for further assistance.