Can't get the WAKFU game to start? Do you have performance or graphic rendering issues?
First off, we're sorry to hear you're dealing with that issue. With this article, we're going to offer a series of steps you can take, depending on whether you're using Windows or Mac so you can get back to the World of Twelve (be careful, there are some differences in the steps if you are on Windows or on Mac).
Warning: although it is possible to install and use the Launcher and our games on Linux, we are unable to provide technical support for this system due to the specifics of each installation.
2. Uninstall and reinstall the game
3. Uninstall the Launcher and do a clean reinstall
4. Send your logs to Ankama Support
1. Reduce your device's RAM
Firstly, no matter what device you're using, open the game options (below the Play button, in the far right) and restore the default values.
Reduce RAM to "XMS = 512m" and "XMX = 768m" and then see if the game launches correctly. If it does, you can gradually increase these settings to those recommended in this article.
If this solution doesn't work, try the second one below.
2. Uninstall and reinstall the game
Uninstall and reinstall the game in a different location (close to the root if possible); the installation path may be causing the issue. If you can install the game with administrator privileges, do so to prevent any issues.
3. Uninstall the Launcher and do a clean reinstall
What operating system are you using?
Windows
We invite you to run a full cleaning in order to restart on the right foot.
- Fully uninstall the Ankama Launcher.
- Make sure there are no versions of the Ankama Launcher installed by going to the control panel, then to "Uninstall a program".
- If a version of the Launcher is found in the control panel, delete it.
- Look up the keywords "Ankama", "Zaap", "Zaapi" and "WAKFU" (one at a time) in your file explorer, then delete all the folders containing these names.
- Then download and install a registry optimization and cleaning software (for example Ccleaner).
- Run an error analysis on the registry and fix them.
- Lastly, restart the computer.
- Download the Ankama Launcher again and install it in the default folder, then install the game.
- Please note that if the game is not installed on the same disk as the Launcher, it may not recognize it. For this reason, please install the game and the Launcher on the same disk.
If any of the above solved your problem, we're very happy for you. Enjoy the game!
Mac
We invite you to run a full cleaning in order to restart on the right foot.
- Fully uninstall the Ankama Launcher.
- Look up the keywords "Ankama", "Zaap", "Zaapi" and "WAKFU" (one at a time) in your file explorer, then delete all the folders containing these names.
- Next, empty your Mac's cache using software such as OnyX.
- Then restart the computer.
- Download the Ankama Launcher again and install it in the default folder, then install the game.
- Please note that if the game is not installed on the same disk as the Launcher, it may not recognize it. For this reason, please install the game and the Launcher on the same disk.
If any of the above solved your problem, we're very happy for you. Enjoy the game!
4. Send your logs to Ankama Support
If the issue persists, please contact us through the Support website at this address and provide the following elements:
Windows
→ System information and Dx Diag:
- Go to the Start menu > Settings.
- In the search box, enter "DxDiag" and click on the result.
- Click on the button "Save All Information...".
- Send us the "DxDiag.txt" file that's been created.
→ Java logs:
- Activate the creation of debug logs with the option found in the launcher, in the General section of the game options.
- Try launching the game; the file "wakfu-debug-XX.log" should have been created in the log folder.
- Click on Game options for WAKFU.
- Then click on Game directory.
- Then click on "Open the log folder".
- Finally, attach the file "wakfu-debug-XX.log" (if there's more than one, send the most recent) to your ticket.
→ Ankama Launcher logs:
- Go to Options by clicking on Launcher Settings.
- Next, go to the Assistance menu.
- Click on "Open log directory".
- Finally, attach the file "application.log" to your ticket.
→ Game logs:
- Click on Game options for WAKFU.
- Then click on Game directory.
- Then click on "Open the log folder".
- Open the "logs" folder.
- Finally, attach the file "wakfu.log" to your ticket.
→ Error logs:
- Click on Game options for WAKFU.
- Then click on Game directory.
- Then click on "Open the game folder".
- Finally, attach the file "hs_err_pidXXX.log" (if you don't have it, mention it in your reply) to your ticket.
Mac
→System informations:
Simply do as shown in the following images:
Take a screenshot of both these interfaces in your device and attach them to your ticket with the logs below.
→ Java logs:
- Activate the creation of debug logs with the option found in the launcher, in the General section of the game options.
- Try launching the game; the file "wakfu-debug-XX.log" should have been created in the log folder.
- Click on Game options for WAKFU.
- Then click on Game directory.
- Then click on "Open the log folder".
- Finally, attach the file "wakfu-debug-XX.log" (if there's more than one, send the most recent) to your ticket.
→ Ankama Launcher logs:
- Go to Options by clicking on Launcher Settings.
- Next, go to the Assistance menu.
- Click on "Open log directory".
- Finally, attach the file "application.log" to your ticket.
→ Game logs:
- Click on Game options for WAKFU.
- Then click on Game directory.
- Then click on "Open the log folder".
- Open the "logs" folder.
- Finally, attach the file "wakfu.log" to your ticket.
→ Error logs:
- Click on Game options for WAKFU.
- Then click on Game directory.
- Then click on "Open the game folder".
- Finally, attach the file "hs_err_pidXXX.log" (if you don't have it, mention it in your reply) to your ticket.