Frequently Asked Questions

Is my connection fast enough?


To use InstantPlay you need a reliable connection faster than 20Mb/s. Before trying a game, we check your connection to see if it's fast enough. 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 20Mb/s, you can try the following to improve things:

  • move closer to your wireless router as it will improve your signal quality.
  • use the 5GHz 802.1ac channel from the router if you have that option.
  • 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 20Mb/s.

    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. Game streaming is a new technology; 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 too 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 try a game:

  • It could be a temporary issue, so you could try again later.
  • However, it may be that the title is not currently available in your area and unfortunately there isn't an option try 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 try the game. Depending on which browser you use, your downloads either appear in a bar on the bottom of the screen, up at the top or in a pop-up window. Click on the download and if necessary, choose to "run" the program 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 or 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 your signal quality.
  • use the 5GHz 802.1ac channel from the router if you have that option.
  • 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 20Mb/s.

    My game seems to sometimes freeze, jump around or move really slowly


In most cases, this is down to the internet connection. To play a game without experiencing issues, your connection needs to be faster than 20Mb/s. If things get too slow, then you will start seeing problems. Sometimes this behaviour may be because your computer is too slow to play the game properly. You can check on Steam or the game publishers website for the minimum recommended specification for the title you are trying to play. If you are on a laptop on battery power you could try plugging it in or making sure that your battery / energy manager is set to the 'best', 'highest' or 'maximum' performance mode.

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 at the moment.

Can I save my progress in the game?


Unfortunately, "it depends"... In most cases, we don't 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.

Can I change the video and audio settings in the game?


Unfortunately, "it depends"... In most cases, changing video and audio settings in the game is not supported and making changes to these may cause the game to crash or behave oddly. Game streaming is a new technology; most game developers are still catching up.

I am on a corporate / business internet connection and InstantPlay isn't working


Corporate or business networks sometimes have more 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.