I have Arc installed but the game does not start when I click 'Play Now'. What's wrong?
To resolve this, please try running our repair utility. By default, this can be located here: Start menu > All Programs > Perfect World Entertainment > Arc > Repair Arc.
I clicked the Download button for Arc, but it is not working. Why not?
The Arc plugin might be blocked by your web browser. Please enable it in the Plugin/Add-On management section of your browser.
I'm getting an error when I try to update Arc. What should I do?
If you are experiencing difficulties or are seeing an error when trying to update Arc, please try the following:
- Open the Start Menu.
- Locate the Arc folder: Start Menu > All Programs > Perfect World Entertainment > Arc
- Click Repair Arc
Once the repair process is complete, log in to Arc again normally.
I downloaded the ArcSetup.exe file, but when I attempt to run it, nothing happens.
If you are using the Windows 10 Insider Preview, it may be impossible to install Arc. We do not test with beta operating systems and cannot guarantee how they will work, so unfortunately we cannot support our products on preview or beta OS builds. We have been able to verify that the new preview build of Windows 10 will not run Arc or our games, and needs to be addressed by Microsoft. In order to resolve this issue, you will need to completely reformat your PC to the official release of Windows 10, as just reverting or rolling back will not undo the changes made by the preview build installation.
I updated to Windows 10 Version 1607 (the Anniversary Update) and now I am unable to launch Arc.
Currently, the only solution is to completely reinstall Arc. The newest version should not experience this issue. In order to reinstall Arc, you will need to do the following:
- Uninstall Arc (do not remove games when uninstalling)
- Go to arcgames.com
- Click the Install Arc button in the top-right corner
- Run the downloaded file, ArcSetup.exe
I clicked the 'Install' button for a game but it has been loading for a while. Why isn't it downloading?
Depending on your network speed, it can take a few minutes to to initialize the download. If you feel that it is taking too long, then the download engine may have been disconnected, throttled or blocked. Please try restarting the Arc client and initializing the download again. Should the download still not initilize after a few minutes, please configure your router using the port information at the bottom of this guide, and make sure that Arc has been allowed to connect to the internet by any security software that may be running on your computer.
My network is working well but the game downloading speed stays at 0 for a while. What's the problem?
It might be caused by an error connecting to CDN downloading service. You can force Arc to reconnect to the download service by restarting it.
I am browsing web pages in Arc, but some things are unreponsive. What's going on?
These buttons require Adobe Flash Player be installed on your PC. Please go visit the Adobe site to download it.
The built-in browser for Arc shows only a black screen. How do I fix it?
It might be caused by the cache of the built-in browser. Please click the refresh button on the top menu bar of Arc.
I want to configure my router. What ports does Arc use?
For assistance configuring your security software, please refer to any documentation that may have been provided with the software, or consult the manufacturers website. Temporarily disabling security software may provide a workaround for connectivity issues. PortForward.com is a very useful third-party site that contains port forwarding walkthroughs for most router models.
Many firewalls, routers and internet security programs restrict access to ports unless they have been specifically opened, which in turn may restrict packets from unknkown sources. To connect to Arc, please make sure you have ports 9881 and 5222 configured to UDP and TCP access.
Perfect World Entertainment does not directly provide support for proxies, firewalls, or routers. Please consult with your service provider or network administrator for assistance if you have opened the correct ports but still cannot connect. For assistance with configuring your router, firewall or internet security program, please contact the manufacturer.