Tech Support FAQ

Tech Support FAQ

Why is Happy Cloud repeatedly connecting and disconnecting, or why is my download slow?

(TERA users) Why does clicking "Launch game" do nothing, even though I've finished buffering?

(TERA users) I'm getting an error stating "Error: 8000:0001 Servers aren't available." What should I do?

Why is Happy Cloud not downloading anything while my game launcher is up?

Why is my game being choppy or freezing often?

(LOTRO and DDO users) When I start the game I get messages saying to download Microsoft .Net, what should I do?

The game's launcher is giving me errors! How should I fix this?

Why am I told that Happy Cloud cannot start and that I should not be using Right Click | Run as Administrator?

Can you help me out with my characters/account info/authentication?

I'm still having trouble -- how do I get a real person to help me?


Why is Happy Cloud repeatedly connecting and disconnecting, or why is my download slow?

This can be due to a lot of factors. The first thing to check would be your internet connection. You can try resetting your modem and/or router. Often, connection issues are just passing problems on our content servers that should be resolved within a short amount of time. If you find that the problem persists, please fill out and submit a bug report at www.thehappycloud.com/bugreport/.

(TERA users) Why does clicking "Launch game" do nothing, even though I've finished buffering?

Your Happy Cloud download has completed enough to let you play. However, right now, there is a known issue with the TERA client. Fully closing the download and reopening it can sometimes fix this problem.

Some things that have helped other users with this bug are:

- With the Happy Cloud downloader window open, disconnect your computer from the internet, click "Launch Game", and then re-connect the internet

- Temporarily disable your antivirus/firewall software

- Update Windows

If that does not help, please contact En Masse tech support for help:

http://support.enmasse.com/tera

(TERA users) I'm getting an error stating "Error: 8000:0001 Servers aren't available." What should I do?

This is an error message from the TERA client which happens when the TERA launcher cannot connect to the TERA servers, as noted at this entry at En Masse's online support page:

http://support.enmasse.com/tera/8001-0001-connection-error

This is usually caused by the servers being down temporarily. Try launching again and see if that solves the problem.

If trying to launch again does not fix the problem, please contact En Masse support:

http://support.enmasse.com/tera/tickets/submit.

Why is Happy Cloud not downloading anything while my game launcher is up?

Happy Cloud lowers its bandwidth usage while the launcher is running in case the game needs to patch. If you close the launcher, Happy Cloud will continue the download.

Why is my game being choppy or freezing often?

This is probably due to some kind of connection issue which allowed you to get further in the game than Happy Cloud had prepared. Please check to make sure that your internet is working properly, and if this is a persistent issue, allow Happy Cloud to download a bit more of the game before continuing play.

(LOTRO and DDO users) When I start the game I get messages saying to download Microsoft .Net, what should I do?

First, open up the Control Panel -> Add/Remove Programs (Programs and Settings), and uninstall Microsoft .NET 1.1, in case there is a problem with the current installation. Then download and install Microsoft .NET 1.1:

http://www.microsoft.com/en-us/download/details.aspx?id=26

and then download and install the service pack for .NET 1.1:

http://www.microsoft.com/en-us/download/details.aspx?id=33

The game's launcher is giving me errors! How should I fix this?

Launcher errors are more likely to be caused by the games themselves rather than the Happy Cloud Client. You can try searching the Turbine knowledge base at:

http://support.turbine.com/ics/support/splash.asp

and the TERA support page at

http://support.enmasse.com/tera

Why am I told that Happy Cloud cannot start and that I should not be using Right Click | Run as Administrator?

Happy Cloud cannot function properly if it is started by right click | Run as Administrator. If you are getting this message after normally double clicking your game icon, then please contact us at www.thehappycloud.com/bugreport

Can you help me out with my characters/account info/authentication?

Happy Cloud does not have access to any of this information. Please contact the game developers for questions concerning your user account or password.

I'm still having trouble -- how do I get a real person to help me?

You can contact us at

http://www.thehappycloud.com/bugreport

contact the TERA team at

http://support.enmasse.com/tera/

or contact the Turbine team at

http://support.turbine.com/ics/support/splash.asp