Frequently Asked Questions
Is my connection fast enough?
To use InstantPlay you need a reliable connection faster than 20Mbs . Before playing a game, we check your connection to see if it gets to that speed. If you are having problems, it could be that your internet connection is busy or congested. If you think your connection should be faster than 20Mbs, you can try the following to improve things:
- move closer to your wireless router as it will improve your signal quality.
- see if anybody else is using your internet connection. Streaming tv and music all have an impact.
- If you can, use a wired rather than wireless connection to the internet as it is more reliable.
- If that fails, it's best to try later when things are less busy
If you are still having problems, you can use one of the free internet speed checking services to see how fast your internet connection is. We recommend using Fast.com to see if your speed is faster than 20mbs.
My antivirus has warned me that downloading your launcher is risky!
Sorry, this sometimes happens depending on your security settings. We hope you will be happy to continue and choose to "trust" or "accept the risk". There should be a button to do this on the warning screen. We have very high security standards and our code is written by us and thoroughly tested. Games streaming is a new technology and the regular antivirus and internet security software is still catching up.
When I downloaded your file, Windows gave me a safety warning. What do I do?
Sorry, this sometimes happens to depending on your security settings. We hope you will be happy to continue and choose to "trust" or "accept the risk" of using our launcher. We have very high security standards and our code is written by us and thoroughly tested.
I got a "Not Available in Your Region" error message. What does this mean and what do I do?
As we roll out InstantPlay, we are adding more titles in more countries all the time. However, sometimes there isn't a server close enough to your location to let you play a game.
- It could be a temporary issue, so you could try again later.
- However, it may be that the title simply isn't currently available in your area and unfortunately there isn't an option play the game. We are adding more servers all the time so you could try again in the future.
- If you are sure the title should be available and you continue to get this error message, please contact your support representative.
I have clicked on InstantPlay, but nothing has happened
When you click on InstantPlay, you download a very small launcher application. You need to run this to be able to play the game. Depending on which browser you use, your downloads either appear in a bar on the bottom of the screen or in a pop-up window.
Click on the download and if necessary, choose to "run" the program. The launcher application and you'll be playing the game. If you can't find the download, you can also look for it in your 'Downloads' folder.
When I click on your download, nothing happens. What should I do?
It could be that your download did not complete successfully. Please click on the InstantPlay button again. It will download a new version of the launcher application and you can try again. Don't worry, you can download this as many times as you like and the file size is tiny.
I can see a loading image for my game, but nothing is happening. The screen seems frozen!
The game usually starts within a few seconds. Sometimes it can take a bit longer depending on the game itself and the speed of your internet connection.
If it's been longer than a minute, then something may have gone wrong. Please close the launcher (there should be an 'X' in the top right of the screen) and try starting the game again from the InstantPlay button.
If this doesn't work, it could be a problem with your internet connection we may be experiencing problems with our servers. The best thing to do is give it a few minutes and try again.
My game keeps crashing, what do I do?
That's a real pain and we are very sorry. We want you to always have a great gaming experience. When this happens, it is usually because your internet connection has become too busy. The best thing to do is to see if you can improve your connection and try again. Things that can help include:
- move closer to your wireless router as it will improve the quality of the signal
- see if anybody else is using the internet connection
- use a wired rather than wireless connection to the internet as it is more reliable.
- you can use one of the free internet speed checkers to see whether your connection is after than 20mbs.
My game seems to sometime freeze and jump around
In most cases, this is down to the internet connection. To play a game without experiencing issues, your connection needs to be faster than 20mbs. If things get too slow, then you will start seeing problems.
Can I play on my Mac?
Sorry, we don't have any plans for a mac / OSX version of InstantPlay. However, this may change in the future, so keep checking in with the website.
Do you have a mobile version of InstantPlay?
Nope, sorry. InstantPlay is designed for the big screen only.
Can I save my progress in the game?
Unfortunately, "it depends"... In most cases, we don't currently support saving, but it is on the product roadmap. However, if the game allows you to save progress "in the cloud", next time you log in to the game, you should be able to pick up where you left off.
I am on a corporate / business internet connection and InstantPlay isn't working
Corporate or business networks occationaly have more stringent security controls than a home internet connection. If you are having connection issues, it could be because your security team has blocked certain internet ports. To be able to use InstantPlay these OUTBOUND ports are required:
- HTTP over 9001
- TCP/UDP on 4090 to 4099
- TCP on 6523
If you speak to your networks or security team, they may be able to help you.