If you see the "disconnected" notification, it means you're disconnected and can't continue to play, receive alerts, or chat. This happens when you have another Arena page open in another window. You should just close all windows except for the one of your current interest, then press "reconnect" and continue using the platform.
Why Disconnections Happen and What You Can Do
Sometimes, users experience disconnections even when they believe their internet connection is perfect. Here are a few reasons why this might happen:
1. Temporary Internet Issues: Even with a strong connection, small hiccups in your internet can cause your move not to reach our servers or not to get your opponent's move. This could happen due to brief interruptions in Wi-Fi or mobile data, which you may not even notice.
2. Wi-Fi Restrictions: If you're playing from a public network (like at work or a café), the Wi-Fi might block or slow down your connection, even though it seems strong.
3. Other Apps and Notifications: Notifications from other apps or background processes or updates, especially those consuming bandwidth, can sometimes interrupt the gaming process, causing a brief disconnect.
While some causes of disconnection are beyond our control, we’re working hard to eliminate any issues that are within our scope. By providing us with as much information as possible, you help us investigate each case in depth and provide a better service.
What You Can Do If You Get Disconnected
On iOS: If you encounter a disconnection issue, after submitting a bug report, go to your profile page, press the “Upload Logs” button, and send us an email. These logs provide us with technical information that can help us identify the problem. In the meantime, try switching to a different network (e.g., from Wi-Fi to mobile data) or ensure no other apps are using your internet.
On Android: If you experience a disconnection issue, after submitting a bug report, go to your profile page and press the “Share Logs” button. This will download a file with technical information. Kindly press “share” and send the file to our support email at support@chessarena.com. This data will help us identify the issue. Meanwhile, try switching to a different network or make sure no other apps are using your internet.
On the Website: If you experience disconnections, check if your network has any firewall, proxy or other security settings that might be blocking the game. Try playing from a different network, such as your home Wi-Fi, to see if the issue persists.
What If You Are Not Sure It’s Disconnection
If you are not sure it’s related to disconnection, you may experience some other technical issue. Here is what you need to do:
• Update your browser or app to the latest version
• Disable any firewall or VPN
• Turn off all browser extensions except for your wallet, including Google Translate or pop-up blockers
• Clear your cache
• Try the same action on an entirely different browser, device, or network
If that does not help, please describe your issue in details so we could pass this to the IT department. The description should include your app version or browser name and a few words about what exactly goes wrong. Screenshots would also be very helpful. Please send that to support@chessarena.com
We'll get back to you as soon as we look into the issue 🤓
Share your logs with us! This will help QA Team to solve the issue faster.
This feature is available on Android and IOS. To share logs of the game click on your profile icon, then on three dots in the upper right corner of the screen, and then on Game —> Upload logs.
