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Common Issues

Find solutions to frequently reported problems with EVERESTGAMES Cloud PCs.

Connection Issues​

Can't Connect to Cloud PC​

Symptoms: Unable to establish connection, timeout errors

Solutions:

  1. Check Internet Connection

    • Test speed: speedtest-cli
    • Minimum: 10 Mbps download, 2 Mbps upload
    • Try different network if possible

  2. Verify Streaming Client

    • Ensure Parsec/Moonlight is updated
    • Try restarting the client
    • Check firewall settings

  3. Cloud PC Status

    • Verify your Cloud PC is powered on
    • Check EVERESTGAMES dashboard for status
    • Restart Cloud PC if unresponsive

  4. Network Configuration

    # Check if required ports are open
    sudo ufw status
    # Allow required ports if needed
    sudo ufw allow 47984:47990/tcp
    sudo ufw allow 47984:47990/udp

Connection Drops During Gaming​

Symptoms: Stream disconnects randomly, "Connection Lost" messages

Solutions:

  1. Network Stability

    • Use wired Ethernet instead of Wi-Fi
    • Close bandwidth-heavy applications
    • Avoid VPN unless necessary

  2. Client Settings

    • Reduce streaming quality temporarily
    • Enable "Reconnect Automatically"
    • Adjust timeout settings

  3. Server Issues

    • Check EVERESTGAMES status page
    • Try different server region if available
    • Contact support for server-specific issues

Performance Problems​

Low Frame Rates​

Symptoms: Choppy gameplay, frame rates below expectations

Solutions:

  1. Check Plan Limits

    • Bronze: 1080p/60 FPS target
    • Silver: 1440p/60 FPS target
    • Gold: 4K/60 FPS target

  2. Graphics Settings

    • Lower resolution or quality settings
    • Use FSR/DLSS upscaling
    • Disable demanding effects

  3. System Resources

    # Check GPU usage
    nvidia-smi

    # Check CPU usage
    htop

    # Check memory usage
    free -h

  4. Network Optimization

    • Test connection speed
    • Adjust streaming bitrate
    • Try different video codec

Input Lag​

Symptoms: Delayed mouse/keyboard response, unresponsive controls

Solutions:

  1. Network Latency

    # Test ping to EVERESTGAMES
    ping <your-region>.everestgames.com
    • Target: <50ms latency

  2. Client Optimization

    • Enable "Low Latency Mode"
    • Adjust buffer settings
    • Try different mouse polling rate

  3. Game Settings

    • Lower in-game mouse sensitivity
    • Disable V-Sync if causing issues
    • Check for game-specific fixes

Audio Issues​

No Sound​

Symptoms: Silent gameplay, no audio output

Solutions:

  1. Audio Device Selection

    • Check sound settings in streaming client
    • Select correct output device
    • Test audio on Cloud PC directly

  2. Driver Issues

    # Check audio devices
    aplay -l

    # Test audio
    speaker-test -c 2

  3. Client Configuration

    • Enable audio in streaming settings
    • Adjust audio quality/bitrate
    • Try different audio codec

Audio Crackling or Distortion​

Symptoms: Static, popping, or distorted sound

Solutions:

  1. Buffer Settings

    • Increase audio buffer size
    • Adjust sample rate to 44100 Hz
    • Enable audio sync

  2. Network Issues

    • Reduce overall streaming quality
    • Use wired connection
    • Close other network applications

  3. Hardware Conflicts

    • Check for conflicting audio applications
    • Restart audio service: pulseaudio -k

Game Launch Issues​

Game Won't Start​

Symptoms: Game fails to launch, error messages on startup

Solutions:

  1. Proton Compatibility

    • Try different Proton versions
    • Check ProtonDB for known issues
    • Use Proton Experimental

  2. Dependencies

    # Install common dependencies
    sudo apt install libvulkan1 mesa-vulkan-drivers

    # For DirectX games
    sudo apt install wine winetricks

  3. Launch Options

    • Add PROTON_USE_WINED3D=1 %command%
    • Try PROTON_NO_ESYNC=1 %command%
    • Use community tools like Protontricks

Black Screen on Launch​

Symptoms: Game appears to start but shows black screen

Solutions:

  1. Graphics Drivers

    • Verify GPU drivers are loaded
    • Check Vulkan installation

  2. Display Settings

    • Force windowed mode: +windowed 1
    • Set resolution manually
    • Disable fullscreen optimizations

  3. Shader Compilation

    • Wait for initial shader compilation
    • Clear shader cache and retry

Account and Billing Issues​

Can't Access Dashboard​

Symptoms: Unable to log in, password reset not working

Solutions:

  1. Password Reset

    • Use "Forgot Password" link
    • Check spam/junk email folder
    • Contact support if email not received

  2. Account Verification

    • Verify email address
    • Complete any pending verification steps
    • Check for account suspension notices

Billing Discrepancies​

Symptoms: Unexpected charges, incorrect billing

Solutions:

  1. Review Usage

    • Check dashboard for usage history
    • Verify plan details
    • Monitor active sessions

  2. Payment Issues

    • Update payment method
    • Check for failed payment notifications
    • Contact billing support

System Issues​

Cloud PC Won't Start​

Symptoms: Boot failures, stuck at loading screen

Solutions:

  1. Restart Process

    • Use dashboard restart option
    • Wait 5-10 minutes for boot
    • Contact support for persistent issues

  2. Maintenance Windows

    • Check for scheduled maintenance
    • Plan gaming around maintenance windows
    • Use alternative regions if available

Storage Full​

Symptoms: Can't install games, "disk full" errors

Solutions:

  1. Check Usage

    # Check disk usage
    df -h

    # Find large files
    du -h /home/user | sort -hr | head -20

  2. Clean Up

    # Clear package cache
    sudo apt autoremove && sudo apt autoclean

    # Clear Steam download cache
    rm -rf ~/.steam/steam/appcache/*

  3. Additional Storage

    • Purchase extra storage through dashboard
    • Move games to additional drives
    • Delete unused applications

Advanced Troubleshooting​

Log Collection​

For support requests, collect relevant logs:

# System logs
journalctl -u everestgames-service

# GPU logs
nvidia-smi --query-gpu=temperature.gpu,utilization.gpu,memory.used,memory.total --format=csv

# Network logs
sudo tcpdump -i any port 47984 -w network_capture.pcap

Diagnostic Commands​

# Full system info
sudo apt install inxi
inxi -F

# Vulkan info
vulkaninfo

# OpenGL info
glxinfo | grep -E "OpenGL|renderer|version"

Getting Help​

Self-Help Resources​

  1. Check this documentation
  2. Search ProtonDB for game-specific issues
  3. Review Guides for common workflows

When to Contact Support​

  • Issues persist after trying solutions
  • Account or billing problems
  • Service outages or performance degradation
  • Feature requests or feedback

Information to Provide​

  • Your EVERESTGAMES plan and region
  • Streaming client and version
  • Game name and version (if applicable)
  • Error messages or screenshots
  • Steps you've already tried
  • System specifications (if known)

Support response time: 24-48 hours during business days.