Support Station

Welcome to the Info Center of Prospect Station!

In this cozy place you can reach out to our team if you need support for your adventures on Fortuna III.
Do you have issues when dropping onto the surface or you need to get something of your chest? Just leave us a message using the ticketing system at the counter over there.
Found a Prospector that doesn’t play nice? Tell the guys from the ICA and they will surely take care of it. But first you should check the Database! We gather a lot of useful information there, so that any Prospector can access it at any time.
Feel free to discover it and just press on one of the topics at the terminal in front of you. You can attach the following files: jpg, png, tff and log.

PLEASE NOTE:
The incoming messages will be checked Monday - Friday from 10AM - 6PM CEST.

How can I play The Cycle right now?

Visit the following link to get The Cycle: https://www.epicgames.com/store/product/thecycle/home
The Cycle is currently available for Windows PCs via Epic Games Store. In the future, we are considering a release on additional platforms.
Remember: It is Free to Play!

What are the minimum and recommended PC specs to play The Cycle?

Minimum:

  • OS: Windows 7/8/10 64-bit
  • CPU: Core i5 2.6 GHz
  • Memory: 6GB RAM
  • DirectX: Version 11
  • GPU: nVidia GTX 760 / AMD RX 560

Recommended: 30 fps

  • OS: Windows 7/8/10
  • CPU: Core i5 2.8 GHz
  • Memory: 8GB RAM
  • DirectX: Version 11
  • GPU: nVidia GTX 760

Epic Games Account

In case you want to change your account name or have issues with payments in the Epic Games Store or other Epic Games Store related things, please follow this link and reach out to Epic Games: https://epicgames.helpshift.com/a/epic-accounts/

Can I play with my friends and how can I do that?

You can either play Solo or invite your friends to join in a Duo of 2 players or a Squad of 4 players in total. To add your friends you have to be friends with them in the Epic Games Store.

I have issues with sound or graphics or the game won’t start properly, what can I do?

First things first, please make sure that you are in the range of specs listed above.
Next step will be to check if your drivers are up to date.
Most commonly the graphics card drivers are in need of an update. Usually you can either find the GeForce Experience or the AMD Radeon Settings icon in the system tray at the bottom right of your taskbar. If you open one of the two, it will show you if you can update your driver. In case these icons are not shown you can do the following:
Tap on Start
Type „dxdiag” and press the Enter key
If you go to „Display” it will show you the graphics card that is used and the manufacturer. Then visit one of the following pages to download the new driver and install it:
Nvidia GeForce: https://www.nvidia.de/Download/index.aspx
AMD Radeon: https://www.amd.com/en/support
Intel: https://downloadcenter.intel.com/product/80939/Graphics-Drivers If you open one of the „Sound” tabs you will be able to see if there are issue with your sound drivers. For the final step, please make sure that your game files are not damaged. You can verify the files via Epic Games Launcher if you do the following:
To verify the installation of game files, navigate to the game in your Library and click on the cog icon, afterwards please click on verify.

I get the error - "Launch Error, Easy Cheat is not installed."

Locate your install folder; ‚Epic Games\TheCycleEarlyAccess\EasyAntiCheat’.
Please start the EasyAntiCheat_Setup.exe and manually install it.

I get the error - "No such username:password" when I want to start the game / "You do not own the game"

1. Please check if the shop shows that you own the game (Button has to show „owned”).
2. Please doublecheck on this page, after being logged in, if you own the game: https://www.epicgames.com/store/product/thecycle
3. Launch EGS as admin. (Click right on the Epic Games Store and then choose „run as admin”)
4. Logout of the EGS (Click the username bottom –left– left) and login again afterwards.
5. Verify the gamefiles (Click on the „…” next to the game and then press verify)
6. Clear your temporary Windows files – (Click on start, then type in „storage”. Click on temporary files and then on remove. Make sure that you don’t check the „Downloads” as this will clear your  „Downloads” folder on your PC)

This error („You do not own the game”) is currently also shown when your account is banned. If you think that you might have done something wrong or misbehaved in the chat, just send us a ticket and we will check if this is the case.

I receive an error message about a Cooked Content error

Please check with dxdiag if your DirectX is up to date (Press on „Start” and then type dxdiag)
Make sure that you have DirectX 11 or 12 installed and the issue should disappear.

I cannot connect to the game, what can I do?

If only having Login Failed without any info displayed in the “SERVER STATUS” section
You probably experience some main disconnection issue. If you suspect that you have a connectivity issue, we recommend you try the troubleshooting solutions listed below. Try the solutions in the order they’re presented until your issue is resolved. Reboot your router and/or modem. Temporarily disabling your firewall and antivirus software.
Some security software causes conflict with our products, so temporarily disabling your firewall and antivirus software could resolve your connectivity issue. If this doesn’t resolve your issue, re-enable your firewall and antivirus software and try the next solution.
Make sure you’re not behind a proxy and do not have “yager-development.com” filtered.
If you are behind a proxy, add an exception for “yager-development.com” (or ask your IT department to do so). Ensure that ports are unblocked for The Cycle.
Windows:

  • Navigate to Control Panel > System and Security > Windows Firewall.
  • Click Advanced Settings.
  • On the left, click Inbound Rules.
  • On the right, click New Rule…
  • Click Program.
  • Click Next.
  • Click Browse
  • Select the path to your game executable: Launch_Game.exe
  • If you don’t know where it is, the default is at:
    C:\Program Files\Epic Games\TheCycleAlpha\Launch_Game.exe
  • Select “Allow the connection”
  • Click next
  • Check Domain, Private and Public
  • Click next.
  • Enter a name of your choosing for the rule.
  • Click Finish

Check your DNS resolution
Check that you can resolve our Gateway address:
In the lower-left corner, click the Windows icon and type: PowerShell
then type the command: Resolve-DnsName -Name gateway-live.prod.eu-west-1.infra.yager-development.com This should return something like this: Name                                           Type   TTL   Section    IPAddress —-                                           —-   —   ——-    ———

  • gateway-live.prod.eu-west-1.infra.yager-development.com A      60    Answer     18.202.51.45
  • gateway-live.prod.eu-west-1.infra.yager-development.com A      60    Answer     99.81.246.164
  • gateway-live.prod.eu-west-1.infra.yager-development.com A      60    Answer     108.128.31.82

If you get a message like: Resolve-DnsName : gateway-live.prod.eu-west-1.infra.yager-development.com : DNS name does not exist At line:1 char:1 + Resolve-DnsName -Name gateway-live.prod.eu-west-1.infra.yager-development.com … + ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + CategoryInfo          : ResourceUnavailable: (gateway-live.pro…evelopments.com:String) [Resolve-DnsName], Win32 Exception + FullyQualifiedErrorId : DNS_ERROR_RCODE_NAME_ERROR,Microsoft.DnsClient.Commands.ResolveDnsName   Then you will need to try another DNS server.
For this, follow instructions at:
https://www.windowscentral.com/how-change-your-pcs-dns-settings-windows-10 If none of the above solutions work, click CONTACT US.

Clicking on “Enter Station” hangs and lands on:

“Login Failed – Server unavailable” while The Cycle Online Services are shown as “Operating Normally”
Check the connection to our game gateway:
In the lower-left corner, click the Windows icon and type: PowerShell Then at the PowerShell prompt, enter the command:
New-Object System.Net.Sockets.TcpClient(„gateway-live.prod.eu-west-1.infra.yager-development.com”, 30666) The beginning of the output should look like this:
Client                 : System.Net.Sockets.SocketA
Available           : 0
Connected        : True If the “Connected” returned value is “False”, it probably means that a firewall or application is blocking your access to our Gateway. Please control your firewall as explained in the point .I/5 (Ensure that ports are unblocked for The Cycle.) Make sure your router is not blocking the port 30666 either

When I launch the game I have a black screen

How to fix it:
Download the Windows Media Feature Pack from here: https://www.microsoft.com/en-us/software-download/mediafeaturepack
Restart the computer and you should be good to go!

If you have 2 screens and the issue arises please make sure that your left screen is the main screen.

I get kicked out of the pre-match lobby shortly before the match would start.

This, unfortunately, can have several reasons but below you will find some, possible, solutions to this:

  • Please re-install your graphics card drivers, if you update them you usually have the option to pick re-install instead of update over existing drivers.
  • Please also check if you have USB sound devices enabled. We had a player who used an USB mic on an USB 3.2 port. He plugged it into a 3.0 port and it worked afterwards. Same goes for headsets.
  • Please check if you have any additional controllers plugged into your PC, unplug them if possible and or check the step above.
  • If the above mentioned things did not help to get you in a match, please also check if the issue persists if you close discord (in case you have it open) if this works and it brings you into the match, you can launch discord afterwards.

I cannot purchause Aurum, there is no pop-up

Please go to your Epic Games Store account page (You can access it when you click on your name in the Epic Games Store). Link a payment method to your account and try again. If you already have a payment method linked, please un-link and re-link it.

Contact us!

General Support

Ah Prospector, you have a general inquiry, then you are at the right terminal!
You can choose between one of the following categories here: Suggestion - If you have an idea of how to improve things. Feedback - If you have feedback about something that could be better. Technical Issues - Stuff is not working for you? Let us know! Toxic Behavior - Someone misbehaved? Tell us! Shop / Purchase - Something happened while you wanted to get new stuff? Raise our awareness! Other - Anything else.

Bug Report

As a Prospector, you might encounter things on Fortuna III that do not work as intended. We are eager to get feedback about this, so we can fix it. Please use the in-game Bug Report for Map specific Bugs (If you are stuck, things are floating around, texture issues etc.) Please let us know if the bug you encountered can be reproduced and report it to us as detailed as possible. Please also send us a screenshot or video of the bug, if possible.

Hack Report

ICA Service Terminal:
Sometimes, it might seem that a Prospector plays foul. It's not common, but in case you suspect anything, let the guys from the ICA know. The ICA tries to make sure that things on Prospect Station and Fortuna III are working out well. Make sure that you have a video of the unmannered Prospector.

General Support

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Bug Report

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Hack Report

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