If you are experiencing frequent disconnections from multiplayer matches, it may be related to a network issue, or to a bug or issue in the current build of the game. The following steps may help to correct the issue:
🛠 Make sure you have enabled CROSSPLAY.
In your game options, select the Game tab and make sure that the Enable Crossplay box is checked for both players.
🛠 Make sure you are on the latest game build.
If an update was released recently, you will need to be on the latest build to play with the rest of the community.
🛠 Make sure your local or campus firewall is not blocking connections.
Make sure the game is allowed so it doesn’t get blocked in the matchmaking lobby.
🛠 Please check your settings to ensure you are set to online and open for multiplayer:
🛠 Please review privacy settings to ensure the game is not being prevented from playing online:
🛠Log out of your account in game, restart the game, and then log back in.
Be sure that you are logging in with the correct account.
PC specific steps:
🛠 Check for pending Windows updates.
Verify that there are not any pending Windows updates. While you may be on an up-to-date version of the OS, there may be essential application updates waiting to install. Be sure to restart your device after installing any updates.
🛠 STEAM: Ensure that your Steam account is public and is not hidden or offline.
🛠 MICROSOFT STORE: Launch the Xbox Console Companion app
Verify that you are showing as online through the Xbox Companion App by logging in there.
🛠 Sync your PC clock.
If the clock is even slightly off, it can interfere with connection to Live Services
Enhanced Logging Build
If the issue continues, you can help the team to obtain important information by trying the Enhanced Logging Build. Sending these logs to support can significantly impact the time it takes for the team to investigate and resolve an issue.
What is the Enhanced Logging Build?
Steam users can access a special Steam Beta branch called the Enhanced Logging Build. This branch will allow you to play with users on the main game branch, while generate advanced networking logs behind-the-scenes. These logs can help our team diagnose critical crashes and disconnects in your games—especially when you can reliably reproduce the issues as you play.
How to Access the Enhanced Logging Build
Here’s how to access the special branch:
- Launch Steam.
- Right click Age of Empires II: Definitive Edition in your library and select Properties…
- Select the BETAS tab.
- Enter the following beta access code: 4YH2SkfG7CK5yanvrXE9qj8b
- Click CHECK CODE
- To utilize the build, select the enhanced_logging branch from the drop-down list. Your game will download a very small update (~35 MB).
What to Report
Once you experience a disconnect, you will want to close out of the game at your earliest convenience and find the logs generated during the session. They can usually be found here:
- File Location: C:\Users\LOCALUSER\Games\Age of Empires 2 DE\logs
- (Note that the LOCALUSER part of the path is replaced by your specific user account. If you changed the default installation directory of your Steam client, the logs folder may also be created in a different location.)
You will want to obtain the log file associated with the session where you experienced the connectivity problem. If you closed your game, this is typically the last session, as denoted by the date and time of the log in the folder:
- Log Example: 2020.09.02-15.08.09.txt
- The first set of numbers is the date (2020.09.02 = YYYY.MM.DD = September 2nd, 2020)
- The second set is the time the file was created (15.08.09 = HH.MM.SS = 3:08pm and 9 seconds)
Logs are saved at the END of a session when the client is terminated, and will usually be the last log file in the folder if you look for it immediately following a disconnect or crash.
Transmitting Your Logs
Due to the size of the networking logs, they often have to be uploaded to a trusted file hosting service. Make sure you also list it as public so it can be accessed by the Test team!
After sending your logs change back to the main game branch. This will ensure you play properly, can report issues, and enjoy everything the game has to offer!