Knowledgebase : English > Troubleshooting
   

If Stronghold Kingdoms was running correctly and suddenly stopped working when using Windows 10, you maybe experiencing issues with AVG Virus Checker.

 

To resolve the issue add an exemption to AVG for the folder

C:\ProgramData\Firefly Studios\Stronghold Kingdoms\

 

Please follow these steps or click on the link below:

  1. Open your AVG program.
  2. From the Options menu select Advanced settings.
  3. In the left pane select Exceptions.
  4. In the right pane click Add exception.
  5. In the drop-down menu please select the exception type.
  6. Browse to the file, folder that you want to exclude or type URL 
  7. Click OK to save details of the exception.
  8. Click OK again to save the settings.

https://support.avg.com/SupportArticleView?l=en_US&urlName=How-to-exclude-file-folder-or-website-from-AVG-scanning


An alternative temporary solution is to disable AVG for a select amount of time and run the game.


The errors you may see are

 

 

Please make sure you have the most recent versions of DirectX and Microsoft .NET Framework installed on your system.

Microsoft .NET Framework can be found here:

http://www.microsoft.com/downloads/en/details.aspx?FamilyID=9cfb2d51-5ff4-4491-b0e5-b386f32c0992


The most recent DirectX can be found here:

http://www.microsoft.com/downloads/en/details.aspx?FamilyID=2da43d38-db71-4c1b-bc6a-9b6652cd92a3

 

If this does not resolve your issue:

  1. Uninstall Stronghold Kingdoms from your system
  2. Go to http://www.strongholdkingdoms.com
  3. Login using your Stronghold Kingdoms login credentials
  4. Download the Stronghold Kingdoms client and reinstall it

Questions or issues reported to support must be composed in the languages supported in the game worlds (English, German, French, Spanish, Italian, Polish, Turkish and Brazilian-Portuguese). Please be sure to state your problem clearly, providing as many details as possible so that we are best able to assist you. Please provide screenshots if this helps to explain the problem.

Stronghold Kingdoms is missing names, shows invisible borders, blurry or fuzzy icons on the World map screen.

The problem seems to be with the graphics card driver, if any settings were changed this may cause the problem. 

Solutions -

This problem maybe caused by not having an official graphics driver available (Windows is using the default driver).

Reset the graphics driver back to standard settings.

More Help -

AMD - https://community.amd.com/thread/184663

 

This is what you might be seeing -

Invisible Borders and Missing Names

If you are still experiencing issues please send us a support ticket detailing the issue.

 

 

 

 

As with all online games, sometimes there are glitches communicating with the server.  Before sending in a ticket it is often worth simply logging out and logging back into Stronghold Kingdoms*.  This can often fix a number of small issues that crop up. 

  1. Log out of the game
  2. Close the Stronghold Kingdoms program
  3. Re-open Stronghold Kingdoms
  4. Log into the game

If this does not fix the issue then please send us a support ticket.

 

* It's the SHK equivalent of restarting your computer when Windows goes wrong or hitting the TV!

Remoting Exception Errors typically pop up during times of extreme server stress.  If you experience multiple Remoting Exception errors over a short period of time, please send a ticket to alert us of the problem. 

RE

If you are frequently experiencing errors like the one displayed in the image below, it might be the result of an old DNS cache. Please try to flush your DNS and let us know if this resolves the issue.

For instructions on how to flush your DNS cache, please visit http://www.whatsmydns.net/flush-dns.html

 

Connection Error

 

 

 

 

 

 

 

 

 

 

 

 

Connection problems such as Remoting Exceptions may occur because of a slow, or a poor quality connection to the game servers or by specific restrictions on your local internet connection.  

Others may be caused by internet security or anti-virus software installed on your local machine which is monitoring or restricting internet traffic.  Please try turning off any programs which may be restricting your connectivity and be sure you are running Stronghold Kingdoms as an Administrator.  


Connection trouble can be caused by many different sources.

  • Dial-up, Satellite, Cellular, Air Cards (EVDO/LTE/4G) or other non-broadband internet connections can cause connectivity issue or cause frequent disconnections. We do not recommend using any of these types of connections to play the game.
  • Connecting through a wireless router may also cause issues. Wireless connections are slower than physical connections and are prone to interference. You can try connecting directly using a physical cable to see if that solves the issue.
  • Faulty or incorrectly setup computer and networking hardware can also cause issues. If you suspect this might be the source of your problem, you will need to contact the manufacturer of that hardware or a computer repair professional for further assistance.

This may also be a result of an old DNS cache.  Information on flushing your DNS cache can be found here: http://www.whatsmydns.net/flush-dns.html  You may also wish to try using a different DNS server.  Information on changing your DNS server can be found here: https://developers.google.com/speed/public-dns/docs/using



Windows has a built in program that can give you a report of what is happening when you try and communicate with a site or service on the internet. Below are instructions on using this command.
      1. Press the "Start" button on your Windows taskbar and then select "Run".
      2. Type cmd and then hit "Enter"
      3. This should open a command prompt.
      4. Type tracert login.strongholdkingdoms.com and then hit "Enter".

The numbers represent the number of milliseconds it takes to talk to our servers. All of your times should be below 250ms and the total number of lines should be less than twenty. An asterisk (*) is a bad sign as it means that some of the information you sent did not arrive. If the numbers are over 300ms this means your connection to our servers is slow. If you perform a tracert and you do not get any reply, or it fails altogether then it is a problem with your computer or network. If it fails on the first few lines likely it is a problem within your Internet Service Provider (ISP). If it gets out of your ISP's servers and starts failing then it may be a routing issue.

Unfortunately, Stronghold Kingdoms Support is unable to assist with connectivity problems and we advise you to speak with your network administrator or internet service provider.

Currently the login servers are responding very slowly.  We are working to correct this situation.  We thank you for your patience and ask that you do not submit tickets about this issue.

If you do not receive a e-mail when trying to reset your password, please check your your junk/spam folder.  If the e-mail is not there then please wait 5 minutes and try resetting your password again.

If you wish to change your password for either the support site or forum follow the following steps:

 

  1. Please go to www.strongholdkingdoms.com
  2. Select Login in the top right corner
  3. Select 'forgotten password?'
  4. Enter the email address linked to your SHK player account

 

This will reset your password for the game, forum and support site.  It is very important that your registered e-mail address is able to receive mail from strongholdkingdoms.com, so please be sure these are not sent to a Spam folder.  If you will be losing access to your registered e-mail address, you can set a contact e-mail, which must be confirmed from the registered e-mail address.  Unfortunately, if you have lost access to your registered e-mail address, you will be unable to recover your account.  

 




 

We have been made aware of a crash when opening the in-game mail system. This issue is caused by AVG Anti-Virus software preventing Stronghold Kingdoms from opening a new 'window' within the game.

 

A resolve the issue add an exemption to AVG for the folder

C:\ProgramData\Firefly Studios\Stronghold Kingdoms\

 

Please follow these steps or click on the link below:

  1. Open your AVG program.
  2. From the Options menu select Advanced settings.
  3. In the left pane select Exceptions.
  4. In the right pane click Add exception.
  5. In the drop-down menu please select the exception type.
  6. Browse to the file, folder that you want to exclude or type URL 
  7. Click OK to save details of the exception.
  8. Click OK again to save the settings.

 

https://support.avg.com/SupportArticleView?l=en_US&urlName=How-to-exclude-file-folder-or-website-from-AVG-scanning

We're aware of an issue with the NVIDIA driver (280.26) running on the GeForce 7 (7600GS, 7600 GT, 7950 GX2) series of graphics cards and Windows XP/Vista.  Players may experience map screen corruption, a missing map screen or a game lockup when attempting to click on the map screen icon.

Please update your driver to the latest version.  If this does not solve the issue then then please use an older version of the NVIDIA driver such as version 275.33 which is known to display the map screen correctly.

You can download older drivers from here : http://www.nvidia.com/Download/Find.aspx

 

 

 

Some error messages maybe caused due to errors with your Microsoft .NET Framework software.  Please ensure that you have downloaded and installed the most recent version of Microsoft .NET Framework.

You can find it here:

https://www.microsoft.com/en-us/download/details.aspx?id=48130

 

 

Sometimes you may see the following:

  • research getting stuck at 0
  • villagers not arriving
  • new stashes: wolf camps, ai, castles not spawning
  • resources going into minus figures
  • incorrect figures for merchants
  • scouts or monks not working correctly

These problems are related to the Stronghold Kingdoms servers.  Please log out, wait 10 minutes and login again.  There is no need to send in a ticket about any of these issues.

If you see an error mentioning 'DDay.Update', such as the message below, please following the instructions below this message.

Install Error
There has been an unexpected error. Please try again.
Object reference not set to an instance of an object.
at DDay.Update.UpdateManager

Solution:

In order to correct this problem, you would need to uninstall the game as per normal from Control Panel, Programs and Features in Windows Vista/7 or Add/Remove programs in Windows XP.

Once the Stronghold Kingdoms has been removed you will need to manually delete some hidden files, so you may want to turn them on/visible (operating system dependant where it'll be located) :

Windows XP
C:\Documents and Settings\User\Application Data\Firefly Studios\Stronghold Kingdoms (hidden folders needs turning on)
C:\Program Files\Firefly Studios and delete the Stronghold Kingdoms folder.

Windows Vista 32/64 / Windows 7 32/64
C:\Users\[USERNAME]\AppData (hidden folder)\Roaming\Firefly Studios\Stronghold Kingdoms
C:\Program Files\Firefly Studios and delete the Stronghold Kingdoms folder.

Open the login site, download and install Stronghold Kingdoms as normal.

If you have not received your email to authentication your account, login to http://www.strongholdkingdoms.com and click the option "Resend Authentication Email" below "Signup complete!" 

If you do not receive a email when trying to reset your password, please check your your junk/spam folder.

If the email still does not arrive please email support@fireflyworlds.com

 

This problem maybe caused by an issue with access rights.

To resolve this problem change the access rights (and allow your current user and network services full write-ability access) to the folder specified in the error message or delete the specified file. Also be sure that you are running Stronghold Kingdoms with full local administrator privileges on the computer.