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General Frequently Asked Questions (FAQ)
 [MOD]DragonMe...
Volunteer Forum Moderator Moon Hammerer
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post 3 May 2006, 10:45 | #1
General Frequently Asked Questions (FAQ) 1 Impossible to load additional datas / language file / configuration files / Server not found. Impossible to logg in! Check if there is not active firewall or proxy. (Sic)
Sometimes, it is just too many people are retriving the additional data from the server. Just wait a while and try again later

First steps
1. As with anything else, the problem may go away once you reboot your system.
2. Make sure you are connected to the Internet.
3. Check the announcement thread, make sure Dofus is not undergoing maintainence.
4. Make sure you have the latest version of the client
Only Dofus is having problems
If Dofus can't connect and other programs or online games can... continue to read below

Firewalls
Any firewall you have must be configured to allow Dofus access. Dofus needs access to ports 8080, 5555 (for default port) and 443 (for alternate port). Most firewalls will ask you whether to allow a program to connect to the Internet. It's important that you always grant Dofus access. If you deny access, you must go into the firewall's configuration program and re-allow access. Even when disabled, some firewalls deny access.

If you find the software who block Dofus, and if you find the correct settings to run Dofus without deactivating the software, please let us know (by posting a ticket on Information)

Here is some firewall-specific information:
Norton Internet Security
For NIS05 see here1 OR here2
It is necessary for some to reset the access every time Dofus.exe have changed. It is a feature of NIS not a bug of Dofus.

Outpost Firewall
Make sure the Rules Wizard firewall policy is on.

continue...


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 [MOD]DragonMe...
Volunteer Forum Moderator Moon Hammerer
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post 3 May 2006, 10:49 | #2
Windows Firewall
Try removing Dofus from Windows Firewall's exceptions list, and re-adding it.
1. Dofus
2. Start -> Settings -> Control Panel -> Windows Firewall
3. General tab - Make sure the firewall is switched on and "Don't allow exceptions" is unchecked.
4. Exceptions tab - Find the Dofus entry and delete it.
5. Check the box next to "Display a notification when Windows Firewall blocks a program".
6. Click "OK" to exit the Windows Firewall window.
7. Start Dofus
8. Windows Firewall should then ask whether you want to keep blocking or unblock. Select "Unblock".

ZoneAlarm
When you need to allow access after saying "Deny", open the Zone Alarm Control Center, select Program Control on the Left, Programs on the top, find Dofus in that list and changing the Access Internet (Red)X or (Blue)? to a (Green) √ Check Mark.

If that doesn't work, try Right Clicking on the Dofus entry in the Control Center and selecting Remove. The next time you access Dofus, ZA should ask you if you want to allow access or not.

To shut down the ZoneAlarm firewall briefly for debugging, right click on the task tray and select "Shutdown ZoneAlarm". Note: connecting to the Internet without a firewall carries a risk of attack.
Why switching off firewall is bad

Note: Settings Control Panel "Add or Remove Programs" may not uninstall the firewall correctly. The ZoneAlarm user interface may be uninstalling, leaving the VSMON firewall running. This would give the user the false impression that the firewall was not running, when in fact it could still be blocking Internet access.

continue...


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 [MOD]DragonMe...
Volunteer Forum Moderator Moon Hammerer
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post 3 May 2006, 10:53 | #3
All programs are having problems
Router
A recently installed router can cause problems. Contact your system administrator or refer to your router's documentation. If possible, see if you can connect without hooking up to the router.

DNS
If your domain name server (DNS) becomes overloaded, you may be unable to connect to Dofus. Your DNS translates Web addresses (URLs) that Dofus use for additional data files, into IP addresses that are used by the Internet. The DNS is usually provided by your Internet service provider.

Windows sometimes caches unsuccessful DNS lookup attempts, and this means that you may not be able to connect until the cached result expires. As a workaround, you can flush the cache. (For Windows XP, "Start -> Run -> ipconfig /flushdns", then try connecting to Dofus again.)

ISP
If programs other than Dofus are having problems connecting, the problem may be with your Internet Service Provider. Contact them.

Spyware/Adware
Use programs such as Ad-Aware or Spybot-S&D to scan your computer for malware.


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 [MOD]DragonMe...
Volunteer Forum Moderator Moon Hammerer
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post 10 May 2006, 11:33 | #4
2 Problems you might face if you are using Safari
Use an independent flash player OR Use Firefox

Common problems with Safari and some examples:

1. Character not able to move.
2. The “eagle” guide does not show up to bring you to the tutorial.
3. Have to click elsewhere on the screen.
4. Music and Sound.
5. Problem typing in chatbox
6. Jail posters disconnect you. 1 2
7. Cant sit.


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 [MOD]DragonMe...
Volunteer Forum Moderator Moon Hammerer
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post 10 May 2006, 11:35 | #5
3 Problem loading core.swf / soma.swf / module.swf.
Due to security settings of Macromedia Flash 8 & above. You must enable Dofus to load the files in MF 8 & above.

Look here for more details


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 [MOD]DragonMe...
Volunteer Forum Moderator Moon Hammerer
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post 10 May 2006, 11:38 | #6
4 Black map, undefined coordinates
The map did not load properly.

Clear your cache OR move to another map.

How to clear cache:
1. Click on the tools/options button on the top right corner of Dofus. It looks like a ‘Y’.
2. Click on the clear cache option at the bottom.

How to move to another map:
1. Use a recall potion OR
2. Teleport to your spouse OR
3. Contact a GM (In-game or IRC) OR
4. Send a ticket to support.


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 [MOD]DragonMe...
Volunteer Forum Moderator Moon Hammerer
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post 10 May 2006, 11:39 | #7
5 Problem with sound / music
It might be a cache problem

Solution
OR
1. Close all your Dofus windows (If you are running more than 1).
2. Open only 1 Dofus.
3. Change the settings.
4. Play as normal
OR
If you are using OSX, possible solution


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 [MOD]DragonMe...
Volunteer Forum Moderator Moon Hammerer
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post 10 May 2006, 11:41 | #8
6 Linux issues
Read this thread


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 [MOD]DragonMe...
Volunteer Forum Moderator Moon Hammerer
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post 10 May 2006, 11:49 | #9
7 Support is very slow
I quote Echt (Translated by Babelfish)
Citation
Hello,

Following the last updates, the Dofus support took a certain delay. We make as well as possible to catch up with this one, and you prions to excuse us for this disturbance and the deadlines which can be relatively long.

Currently, the priority is given to the resolution of the bugs, but all the cases of complaints and others will be treated as fast as possible.

For those on standby since several days (in particular hacks), these cases will be treated later, when we have time of them, but are not to in no case forgotten.

Once again, sorry for this delay, we make as well as possible.

I benefit from it to encourage our players to read the basic instructions relating to the safety of the accounts, like traversing this same forum to obtain their answers, before starting the steps towards the support (especially concerning the flights and others, which are not treated any more, cf this subject )


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 [MOD]DragonMe...
Volunteer Forum Moderator Moon Hammerer
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post 10 May 2006, 11:51 | #10
8 I got hacked/scammed.
You need to read the following.

Security Rules

http://forum.dofus.com/topic.php?id=1991(..)
Citation
Due to a huge growth of In Game swindles, mostly due to players lack of precaution, we now do not manage these cases anymore.

If your best friend doesn't want to give you back your wonderful adventurer set, or if your wife doesn't wand to refund the 1632 kamas she owes you, all we can do is remind you that the best way to keep your stuff is to keep it for yourself. This also applies to account lending, this being forbidden by Dofus' Terms and Conditions.

Also, no one from our staff will ever ask you for your personal infos, items, or offer you any kind of bonus. If someone does this, please report this person to the support as soon as possible, for us to take care of his/her case.

To finish with, if you wish to buy a guild, or have found a "super offer" concerning an item (a house sold for 5000 kamas for example...), you are free to do it, but we can't protect you from yourself. Be reasonable, ask your friends, and make sure you're not being swindled. It is the same concerning crafts : Be sure you're talking with a true craftsman, until the new crafting interface is ready.

You are now warned, and we hope that this will be repeated in game, so that no one gets swindled anymore. We can't afford losing so much time on these cases, as the game's development gets delayed.


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 Verdant
Member Gigantic Kralove Destroyer
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post 3 Oct 2006, 05:00 | #11
9 I can't trade my new subscription pet.
All subscription pets cannot be traded until they have been owned for two months.
Citation
Further to the numerous feedbacks from the community, we decided to change our technique to avoid the banking frauds that we are victim of.

We are aware that our first solution (to cancel the free pet exchange) did not satisfy you. To be honest, we didn’t like it either and it could be interpreted as a step backwards or too strict a restriction for the honest players.

We first made this decision as we are more and more subject to banking fraud. Law obliges us to reimburse the persons responsible for these frauds. These persons abuse the system to sell either in-game or for real, the free gifts we set up to reward OUR honest players, who trust us and subscribe.

These banking frauds really harm our company since considerable amounts are debited from our accounts without any notice and these amounts are normally part of our sales figure. These frauds consequently devaluate the value of the free gifts we offer to our subscribers.
As we reached a critical point, we had to find a solution as quickly as possible.

We do not wish to penalize our honest faithful players, but you must understand that the only effective way we have to struggle against these frauds is to modify the in-game system. We still actively struggle against these banking frauds outside the game, launching legal proceedings against the persons responsible for frauds. But though we have the law for us, it’s too late! The game and its players have already been hurt.

We really want you to understand that such modifications on the gift system are also to protect our players from in-game cons. Indeed, the unscrupulous persons responsible for frauds can do you, for example selling pets they obtained thanks to banking frauds.

We are still listening to you and what you have to say. That’s why we decided to find alternative solutions to please you. They won’t be as effective against banking frauds and won’t penalize our community as much.

We decided to make the exchange possible again. The only restriction being that you will have to wait two months before being able to exchange your free pet.

To make it clear, you will have to keep the free gift you got when subscribing during 2 months before you can exchange it.
These pets will be credited to the account owner. The latter will be able to exchange it only via one of the character available on his account, using a bank system.

You will be able to leave your pet at the Bow Kennel, but the Bow Kennel Certificates will be associated to the owner for the first two months.

After the two months, the pets can be exchanged normally with all the players.

Pets offered before this update are not concerned by these modifications and you can still exchange them.
If you won a pet thanks to the gift system before this update, you won’t have to wait two months before you can exchange it.

Pets currently concerned by these modifications are:

• Mini Wa
• Willy Peninzias
• Mini Mino
• Croum
• Dragoone
• Ghast

We hope that this delay will stop frauds.
Depending on the results of these new modifications, we might have to change the minimum exchange delay again up to three or four months….or we could also change it the other way around, to one month for instance, may the frauds decrease considerably.

These modifications will be applied as from the update on 25/07/06 or on 01/08/06 depending on the progress of our tests.
Obviously, we will let you know the exact date of this update as soon as possible.
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 Kaoly
Community Manager Bworkette Lover
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post 12 Jan 2007, 16:55 | #12
10 Mac issues

Mac users: any problems? This topic is for you
You have bought a Mac? Don't worry; we don't have a grudge against you! :)
Furthermore, we will help you have a smooth and enjoyable time on DOFUS.
You will find in this topic information I have picked up in other topics.

  • originally posted by Panoramix


Problem with the download
It seems many people are having problems with the macintosh download of dofus. This may be related to the system they are running along with the version of stuffit expander they have been using.

First off try getting the latest version of stuffit expander and try un-stuffing it again. If that does not work try downloading from the 2nd mirror and if that doesn't work download the linux version of dofus, the only difference between them are the screen resolutions for running under a browser and if you are using the projector method then that wont matter.

Hope this helps.

•ZeekNyne


Run DOFUS full Screen on Mac
Ok this is to allow a mac OSX user to run the game full screen and not even on a web browser. It is safe and so far sturdy and still saves your cache files once you set them back up again.

1. Ok you will need the DoFus game, and the Flash Player Standalone players for OSX. You can get the Flash Player Standalone here:

* http://www.adobe.com/support/flashplayer(..) (The ones marked "For Intel Macs" appear to work with PowerPC Macs as well)

1. After downloading and installing the flash player, open the file loader.swf with the flash player. Then go up to the file menu and click on Create Projector. Name it DoFus and put it in your DoFus folder.
2. Thats it now you can drag that icon to the Dock and its ready to play and should run faster, least it does for me. You have to redo your settings and let it get the game data again but after that it will cache them, just like the browser did.

Ok hopes this helps all the mac users out there. n_n

Im still looking to get a OSX compatible Icon For DoFus so if any one wants to help with a sleek rendered image or if the good people at Ankama Studio's would create one up that would be most appreciative.

. ZeekNyne
http://forum.dofus.com/topic.php?id=3092


No sound with Flash 8 on OS X
For those having this problem, here's a possible solution...

Open the 'Audio MIDI setup' App in /Applications/Utlities and make sure all audio out options are set no higher than 48000hz. You could also try opening Garagband as this should force all midi settings back to their defaults.

The audio sometimes gets set to a higher rate (96khz in some cases) by third party apps such as Audacity.

Hope this helps.

Caniston
http://forum.dofus.com/topic.php?id=1136(..)

http://forum.dofus.com/topic.php?id=2662(..)


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 Darkstorm
Member Gigantic Kralove Destroyer
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post 29 Jan 2007, 03:41 | #13
Impossible to download Module SOMA!
try opening the loader.swf on firefox, changing ur security settings (check the sticky for that), using an independent flash player and if that doesnt work, edit ur config.xml file (which is on your dofus dir) and change the prioity of the local data to 0.
-originally posted by fluffle
The thing with Mac is that unlike Windows. When you copy an entire folder and replace it with the previous one. You're not adding on the new files and keeping the old ones, you're replacing them completely. Which means the older ones which aren't in the new folder would be erased.
For example. If the folder "modules" had 1.swf, 2.swf, and 3.swf. And the one in the patch had only 1.swf. Copying the new folder and replacing the old one would be deleting 2.swf and 3.swf. Which explains why the poor loader could not load Module SOMA, because you've deleted it while "replacing" the folder.
So what you hae to do is copy every single document right into the folder itself.
It worked for me, good luck!
-originally posted by Archigearour


Problem loading DOFUS with the Flash player 8 & higher
If you're using flash player 8, check that the security configuration includes the DOFUS folder.
Right click on flash window
Click on 'parameters'
On the first tab, click on "advanced"
A web page should open (macromedia website)
Go to the Global Security Settings Panel
Then, in the flash window on the right, select "Add" in the "modify" combo box, then choose to browse folders and select your DOFUS folder then click on 'OK'
Reload DOFUS.
-originally posted by Bek
QUOTE
1. If you're using flash player 8, you need to set the Global Security Settings for Dofus. Right click on flash window, click on 'Parameters' or 'Settings'


QUOTE
2. On the first tab, click on"advanced"


QUOTE
3. A web page should open (macromedia website) go to the Global Security Settings Panel


QUOTE
4. In the flash window on the right, select "Add" in the "Edit locations" combobox


QUOTE
5. Choose to browse folders, select your dofus folder then click on 'OK'


QUOTE
6. If you have done it correctly, you should see this, make sure the icon is green.



-originally posted by DragonMeow

This post has been edited by [MOD]Bokze: 26 Apr 2009, 11:41
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 Darkstorm
Member Gigantic Kralove Destroyer
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post 7 Jun 2007, 00:44 | #14
Q: What is the answer to my secret question? Is there an easy way to figure it out?

A: Not easily. Your secret question and answer are meant to be a last-ditch line of defense against someone hacking your account. Ankama has set up a questionaire to confirm your identity and send you the answer to your secret question. (Frankly, some of those questions may be more difficult to answer than your secret question). If that fails, it's possible you can recover it via Support, but you'll have to have some way to prove that you are who you say you are to a similar level of detail.

Q: Why can't I log into Support? It keeps going back to the login screen.

A: Make sure you have cookies enabled in your browser. If that still doesn't work, try setting your security to "Accept all cookies". And if that dosn't work, then try logging into the French side of Support. (There seems to be an issue with communities - if you created your account from the French community site, then you may not be able to use English support. Try creating a new character on the game to see what it considers to be your "default community"). It doesn't matter all that much; the Support personel are multilingual.

Also, if your account is not subscribed (i.e., you are a F2P player), you will be asked to log in again when using Dofus Support to confirm your P2P status. To get around this, use Ankama Games Support instead.

Q: I sent a ticket in a while ago, but there's been no answer. Why?

A: Be sure you follow the guidelines. Sending in tickets with uninformative titles ("Help me!", "my pet", "a problem", "bug", etc) or difficult-to-understand text (SMS-speak/AOL-speak, lack of paragraphs, spelling mangled to the point of incomprehensibility, etc) are the foremost causes of having your ticket ignored. Write a good, descriptive title ("I didn't get my pet", "Bug: NPC disappeared", "Forgot my secret question", etc), and equally clear description of the problem, and your tickets will be answered quickly.

Q: Everything says "undefined"! I even downloaded the game again but it didn't fix it! What do I do?

A: No need to re-download the game, just open the Options screen by clicking on the wrench in the upper-right corner of the game screen, and then select the tab that says Clear the Cache. That should fix the problem.
Edit for 1.23.0: If clearing the cache doesn't fix it, change the language of the game from English (US Flag) to English (UK Flag).

Q: I've been banned! Help!

A: That's a problem only Support can help with. Specifically, Ankama Games Support, not Dofus Support. You do not need to be a paid subscriber to use Ankama Games Support.

Q: All my spells and weapons show their damage as things like 1d9+7 and 2d4+1! How do I fix it?

A: This just means you accidentally turned on the "Damage probability expressed as dice rolls" option. Simply turn it off again. This Wikipedia article explains how to read dice notation (for example, 1d9+7 means 8-16, and 2d4+1 means 3-9).

This post has been edited by [MOD]Wish: 14 Nov 2008, 01:05
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 [MOD]Bokze
Banned Moon Hammerer
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post 17 Aug 2008, 12:52 | #15
There has been some confusion regarding the new support system. Hopefully this post will highlight some of the problems, as solve them for you all. Firstly, lets navigate to the new support website as some people are even having trouble getting there. Do not use the link on the forums, it has not been updated yet.

Here is the link: http://support.ankama.com/en

And here is what you will see once you open the link:



Firstly lets login, using your ankama account details incase you need to send a ticket. You will see that near the top of the screen there is a search box, im going to invent a little story so that we have an example to use through out this guide. When i login, i get the error message 'Server Not Found. Impossible to Login'. You need to enter something relevant into the search box, for my example im going to enter 'Server not found' and it gave the following results:



If a word is highlighted in yellow, it means you entered that word into the searchbox. Some of the results will be completely irrelevant, so ignore those. If you scroll down the list, you will see there is the topic we need. Titled 'Server not found. Impossible to Login' so i click that one, and you are given the following screen:



You will notice that it first of all gives information regarding your query, and then options below. In this instance there are three, the first two link to a page containing more information basically saying that you will have to wait as there is either maintence, or the server is down. The bottom link takes you to a series of pages, asking questions about your operating system etc. Once you have answered the questions, you get the following page:



This gives all the information i needed to fix the problem. Basically detailing i need to change some settings on my firewall. Now in this instance, there is no option available to send in a ticket because regarding this issue you can fix the problem using the information given and even sending in a ticket - ankama could help you no more so there is no option to send a ticket. So lets take another example quickly. I have forgotten my account name, and i want to retrieve it. The only way to do this is using support, so i entered 'account' into the search box and the result i need appears. I Click that title, and then it gives me some information followed by the option to send in a ticket:



Depending which topic you needed to sent a ticket about, you will be sent to a slightly different page. Because you do not have your account details, you are given a form to fill in. Whereas if you have your details and are logged in, you may have a different problem that would prompt a different sort of ticket.

Note: I must enforce the point that you do not simply find a FAQ title that allows you to send a ticket, just because you cannot find the right topic. If this is done, the ticket will be ignored by the ankama team without response. 99.9% of the time you can find the answer on the list of topics on the FAQ, you maybe given the option to send in the ticket.

I hope this guide has helped,

  • Bokze

Guide Last Updated: 17th August, 19:04


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