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Jan

2011

L0NE DRUID

Posts: 8,600Rune Posts by user Forum Profile RuneMetrics Profile

¸„»°'´¸„»°'´ Community Led Technical Support
`'°«„¸`'°«¸
`'°«„¸¸„»°'´¸„»°'´`'°«„¸ Welcome
¸„»°'´`'°«„¸`'°«„¸¸„»°'´

Welcome to the Community Led Technical support sections! Here you will be able to gain assistance with all your technical problems from the RuneScape community. Please be aware that in these sections you will be responded to by either Community Helpers or by other players.

Please remember, this forum is for

Technical Issues Only

.

If you need assistance in Account Support or Payment Support, please visit the respective forum sections.

As always if you come across players who are breaking any of the forum code of conduct you can report them to forum help and your friendly neighbourhood Fmod will come to your aid.

This thread contains some frequently utilized "How To" and Technical information that a lot of us here in the Community Led Technical support have been suggesting over the last few months. This information has some links to external sites that will be helpful with your technical issues these links are trusted but make sure you exercise some common sense when downloading any software and visiting any link.

If you prefer to contact a

Jagex Moderator

directly, you can submit a ticket through the Support Centre page dedicated to your issue, though it might take longer to get a reply compared to posting here. A Jagex Verfied Community Helper

Leader of Zealmania

A Runescape player since 2005

@JagexHelpL0ne

Tech Issues? Click Me!

10-Jun-2019 14:27:04 - Last edited on 16-Jun-2019 11:27:14 by L0NE DRUID

Jan

2011

L0NE DRUID

Posts: 8,600Rune Posts by user Forum Profile RuneMetrics Profile

Before you post - Please Read!

If you’re still stuck and require some more assistance please make your own thread and our helpers will do their best to assist you.

Before you post a new thread, please try and do a search for your question, if after the search you haven't found anything then proceed to create a new thread using the template below, which will allow you to get the help you need in the quickest manner possible.

Game Version (OSRS/RS3):
Type of client used (Java/NXT/Mobile/3rd Party):
Operating System (Windows/Mac OS/Linux or Android/iOS Version):
Laptop/Desktop/Phone/Tablet:
Processor:
Graphics Card:
RAM:

If you're unsure where to obtain some of the above details:

- Windows users can use the search bar and look for ‘device manager’. The graphics card is listed under ‘display adaptors’ and the processor under ‘processor' tabs.

-Mac users can open the applications folder, and look for ‘utilities’. The hardware info can be found in ‘System info’ or ‘System profiler’

For more information about this section, please see the support page here.

Note:

In the official RuneScape forums we are not able to assist with issues relating to 3rd party clients. As issues being faced by those clients have nothing to do with Jagex, so if you are using 3rd party clients then it's best to get in touch with the developer of that client. Clients can include but are not limited to:

-OS Buddy Client
-Conduit Client
-Swiftkit
-Runelite

A Jagex Verfied Community Helper

Leader of Zealmania

A Runescape player since 2005

@JagexHelpL0ne

Tech Issues? Click Me!

10-Jun-2019 14:27:24 - Last edited on 16-Jun-2019 19:10:13 by L0NE DRUID

Jan

2011

L0NE DRUID

Posts: 8,600Rune Posts by user Forum Profile RuneMetrics Profile

Table of Contents

(Cyan) General Knowledge Sections:

Use the links below for general helpful information

Ways to Play
Types of technical problems: Part 1
Types of technical problems: Part 2
Types of technical problems: Part 3
Jagex Cache

(Pale Green) Windows Issues

Use the link below for all Windows performance issues

Performance Issues - Windows

Use the link below for all Windows connection issues

Connection Issues - Windows

(Blue) Mac Issues

Use the link below for all Mac performance issues

Performance Issues - Mac

Use the link below for all Mac connection issues

Connection Issues - Mac

(Orchid) Additional Information/Error Codes

Use the links below for additional information and solutions to common error codes

Additional Information/Error Codes A Jagex Verfied Community Helper

Leader of Zealmania

A Runescape player since 2005

@JagexHelpL0ne

Tech Issues? Click Me!

10-Jun-2019 14:29:29 - Last edited on 03-Dec-2019 12:24:52 by L0NE DRUID

Jan

2011

L0NE DRUID

Posts: 8,600Rune Posts by user Forum Profile RuneMetrics Profile

Ways to Play

Windows:

Windows users have 2 clients for RuneScape 3. The NXT client and the older Java client. You can install the two clients from the below links.
RuneScape 3 NXT Client - Windows
RuneScape 3 Java Legacy Client - Windows

By default, we recommend downloading the NXT client as this will allow you to have the best RuneScape 3 experience such as increased graphical performance and smoother gameplay with an "uncapped" FPS rate. Only download the legacy client if you have problems running the NXT client. The Java legacy client won't be supported forever so we recommend using the NXT client if possible.

OldSchool has 1 client which runs on Java, download it from the link below.

OldSchool Client - Windows

Mac:

Mac users have 2 clients for RuneScape 3. Which is the new NXT client and also the old Java Legacy client. You can install the two clients from the below links.
RuneScape 3 NXT Client - Mac
RuneScape 3 Java Legacy Client - Mac

OldSchool has only 1 client which runs on Java, download it from the link below.

OldSchool Client - Mac

To read more about the minimum specs your machine should have to run each RuneScape client, see the support page

here. A Jagex Verfied Community Helper

Leader of Zealmania

A Runescape player since 2005

@JagexHelpL0ne

Tech Issues? Click Me!

10-Jun-2019 14:29:46 - Last edited on 03-Dec-2019 12:20:26 by L0NE DRUID

Jan

2011

L0NE DRUID

Posts: 8,600Rune Posts by user Forum Profile RuneMetrics Profile

Types of technical problems: Part 1

The first thing to do when solving technical problems is to figure out what type of technical problem you are having. Most problems in RuneScape and OldSchool RuneScape can be classed as:

Performance Issues

Connection Issues

Bugs

The problem with these three issues is sometimes you can have a mixture of them and not know which one you are dealing with. So the best way to figure out what issue you are having is by using a method of eliminating what issue you are not having! Below I aim to describe breifly what to look out for each type of technical issue.

Performance Issues:

These issues can appear as your client running slowly or something not running as smooth as it used to. Some players describe this issue as "lagging/freezing". Lagging can also be caused by other things like connection issues, so if you are experiencing this and improving the performance does not fix it, continue to connection issues. Other performance issues include game crashing, black screens or error messages.

A good initial way to see if you are having performance issues is by checking the performance of the game through the Dev Console. If you don't know how to bring up the console or use it, please see this page here. This will show your FPS, Disk Cache and Connection status as follows:

Runescape runs best on 60 FPS, so if you notice your FPS drops below 60 or fluctuates a lot, you are likely having performance issues. A Jagex Verfied Community Helper

Leader of Zealmania

A Runescape player since 2005

@JagexHelpL0ne

Tech Issues? Click Me!

10-Jun-2019 14:30:03 - Last edited on 03-Dec-2019 12:26:21 by L0NE DRUID

Jan

2011

L0NE DRUID

Posts: 8,600Rune Posts by user Forum Profile RuneMetrics Profile

Types of technical problems: Part 2

Connection Issues:

Connection issues can appear as your client disconnecting or your character being delayed/lagging. Sometimes connection issues can be mistaken for performance issues, due to the character not moving when you click. When most people describe "lag" often they are referring to a connection issue rather than a performance issue.

A good way to check if you are having connection issues is to check your "ping" in the Dev Console. If you don't know how to bring up the console or use it, please see this page Dev Console. Your "ping" can be found on the bottom right-hand side and it's usually a number before MS.

The lower your ping, the better your connection. It should never be anything above 500 ms and if it is, this means that there is a high chance that you have connection issues. It is possible that the world you are playing on influences your ping, and changing worlds can increase/decrease it.

While some connection issues will kick you out from the game or make you freeze in the game, other connection issues can stop you from getting into the game at all. Any message such as "please check your firewall" or periods of being stuck on the loading screen tend to be caused by connection issues.

You can check your connection to the game servers by using a trace test. If you don't know how to run a trace test, please see how to run a trace. If you get any "time-outs" this means your ISP (Internet Service Provider) is having some issues. Usually, issues like these will resolve in some time or by using a 3G/4G hotspot. A Jagex Verfied Community Helper

Leader of Zealmania

A Runescape player since 2005

@JagexHelpL0ne

Tech Issues? Click Me!

10-Jun-2019 14:30:24 - Last edited on 03-Dec-2019 12:25:49 by L0NE DRUID

Jan

2011

L0NE DRUID

Posts: 8,600Rune Posts by user Forum Profile RuneMetrics Profile

Types of technical problems: Part 3

Bugs

Bugs are bits of the game that don't work correctly. While not encountered often by players, I thought it's worth a mention here because sometimes players mistake performance issues such things not showing up on the screen as a "bug".

You cannot fix bugs by just uninstalling the game or running any type of technical troubleshooting. Usually, only Jagex can fix them and they are problems in the "code" of the game. Bugs usually can be reproduced and can be experienced by "everyone". Technical issues are usually isolated to an individual player or to small groups of players.

Commonly mistaken Issues for bugs:

Strange colours on your screen:

They are usually graphical issues caused by performance issues. The graphical driver of your computer is likely responsible, and you can solve the issue by fixing/updating that graphical driver.

Things that don't appear on your screen:

These are not bugs, they are usually cases where your game cache hasn't loaded completely. If you don't know what the "cache" is, then scroll down on this thread! This will be fixed once the cache has been downloaded.

Audio Not Playing:

This is not a bug either, usually this is caused by a problem in the Audio drivers, low volumes, or mute's within the game.

Black Screens:

Not a bug! Again usually a graphics driver issue, nothing a graphics driver update can't fix!

Frame Drops (FPS Drops):

Most frame drops in every location are due to a performance issue, this is not a bug!

If you think you have found a bug, then please do report it! A Jagex Verfied Community Helper

Leader of Zealmania

A Runescape player since 2005

@JagexHelpL0ne

Tech Issues? Click Me!

10-Jun-2019 14:33:43 - Last edited on 03-Dec-2019 12:29:40 by L0NE DRUID

Jan

2011

L0NE DRUID

Posts: 8,600Rune Posts by user Forum Profile RuneMetrics Profile

Jagex Cache

You probably hear the word "Jagex Cache" get thrown around a lot and many people will most likely tell you to delete the Jagex cache. Deleting the Jagex cache is often a part of the fix for technical issues.

There are some important things to know about the Jagex cache

1) 1) It is the file that Runescape stores map data and other important information in. The NXT cache is about a 5-8Gb file. The Java client has a smaller cache of 2-3GB.

2) It updates every time you change locations within Runescape and some information will need to be downloaded to it whenever Jagex push out a game update.

3) When you delete the Jagex cache or re-install the client you will get things that may look strange on your screen such as icons "Popping up" and things that are not completely loaded. You may also get the initial black screens. These are all normal things after you delete the cache, they will go away after your cache finishes re-downloading. You can let it download while in the lobby and on at the log-in page.

4) You can monitor how much your cache is downloading by opening the Dev console type "displayfps" then looking at your top right for (Cache X%).

If you don't know how to bring up the console or use it, please see this page here .
The X will be how much it has downloaded. You can open the Dev console even from the login screen.

5) This process is the same for the Java client and NXT client. A Jagex Verfied Community Helper

Leader of Zealmania

A Runescape player since 2005

@JagexHelpL0ne

Tech Issues? Click Me!

10-Jun-2019 14:33:58 - Last edited on 01-Jul-2019 17:41:33 by L0NE DRUID

Jan

2011