While the weekly downtime does address issues on Magic Online, and some may be resolved week to week, other issues are specific to corrupted downloads or bad installs. These cannot be addressed by server maintenance, and a Clean Reinstall is the best approach to addressing them (or is at very least the first step in further troubleshooting.)
If that issue is still persisting, have you tried turning off any active firewall, pop-up block, password management and virus protection softwares? If none of the above are active, and you're still experiencing the issue, we recommend following the steps for a "Clean Reinstall" below (this is a little different than a basic reinstall.)
Clean Reinstall : http://wizards.custhelp.com/app/answers/detail/a_id/2269/
Additionally, we recommend following the steps below after performing the uninstall (and prior to another reinstall); Reset your Winsock (can hold corrupted downloads), clear your Clickonce cache (can store bad game data), and delete the "2.0" folder (is sometimes misses by Clickonce clearing).
Reset Winsock: http://wizards.custhelp.com/app/answers/detail/a_id/1326/
Clear Clickonce Cache:
1. Press the “Windows” key and the “R” key at the same time to open the “Run” box.
2. In the Run box, type “rundll32 dfshim CleanOnlineAppCache” and press Enter.
3. Click “OK” if prompted.
Delete 2.0 folder
1. Press the “Windows” key and the “R” key at the same time to open the “Run” box.
2. In the Run box, type “%localappdata%” and press Enter.
3. Double click the “Apps” folder and delete the 2.0 folder
If none of that is helpful, would you please create a Dxdiag file amd a tracert test? It would also be great if you could grab some screenshots of the issue and produce a Windows Event Log. All of that information will be helpful for Operations team who can assist you in more technical troubleshooting. Additionally, the steps for producing each of the above files are at the end of this email. If you have any further questions, please feel free to reply back to this email. We'll be happy to help you out however we can!
DXDiag: http://wizards.custhelp.com/app/answers/detail/a_id/1271/
Screenshots Info: http://wizards.custhelp.com/app/answers/detail/a_id/2223
Windows Event Log:
1. Reproduce the issue and make note of the time.
2. Press the “Windows” key and the “R” key at the same time to open the “Run” box.
3. In the Run box, type “eventvwr.exe” and press Enter.
4. Expand Windows Logs and Application.
5. If there are events from the time of the issue, select those along with the last couple hours’ worth of events, click “Save Selected Events”, and send us that “.evtx” file.
Clean Reinstall : http://wizards.custhelp.com/app/answers/detail/a_id/2269/
Additionally, we recommend following the steps below after performing the uninstall (and prior to another reinstall); Reset your Winsock (can hold corrupted downloads), clear your Clickonce cache (can store bad game data), and delete the "2.0" folder (is sometimes misses by Clickonce clearing).
Reset Winsock: http://wizards.custhelp.com/app/answers/detail/a_id/1326/
Clear Clickonce Cache:
1. Press the “Windows” key and the “R” key at the same time to open the “Run” box.
2. In the Run box, type “rundll32 dfshim CleanOnlineAppCache” and press Enter.
3. Click “OK” if prompted.
Delete 2.0 folder
1. Press the “Windows” key and the “R” key at the same time to open the “Run” box.
2. In the Run box, type “%localappdata%” and press Enter.
3. Double click the “Apps” folder and delete the 2.0 folder
If none of that is helpful, would you please create a Dxdiag file amd a tracert test? It would also be great if you could grab some screenshots of the issue and produce a Windows Event Log. All of that information will be helpful for Operations team who can assist you in more technical troubleshooting. Additionally, the steps for producing each of the above files are at the end of this email. If you have any further questions, please feel free to reply back to this email. We'll be happy to help you out however we can!
DXDiag: http://wizards.custhelp.com/app/answers/detail/a_id/1271/
Screenshots Info: http://wizards.custhelp.com/app/answers/detail/a_id/2223
Windows Event Log:
1. Reproduce the issue and make note of the time.
2. Press the “Windows” key and the “R” key at the same time to open the “Run” box.
3. In the Run box, type “eventvwr.exe” and press Enter.
4. Expand Windows Logs and Application.
5. If there are events from the time of the issue, select those along with the last couple hours’ worth of events, click “Save Selected Events”, and send us that “.evtx” file.
Trace Route:
1. Press the “Windows” key and the “R” key at the same time to open the “Run” box.
2. In the Run box, type “CMD” and press Enter.
3. In the command window, type “tracert mtgologin1.onlinegaming.wizards.com” and press Enter.
4. Take a screenshot of the output and send us that screenshot.
1. Press the “Windows” key and the “R” key at the same time to open the “Run” box.
2. In the Run box, type “CMD” and press Enter.
3. In the command window, type “tracert mtgologin1.onlinegaming.wizards.com” and press Enter.
4. Take a screenshot of the output and send us that screenshot.
Take care, and best of top-decks to you!
We would appreciate your feedback on the service we are providing you.Please click here to fill out a short questionnaire. To login to your account or update your question, please click here.
We would appreciate your feedback on the service we are providing you.Please click here to fill out a short questionnaire. To login to your account or update your question, please click here.
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