Carlos

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About Carlos

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    Outfox Customer Support
  1. Hey @jacksgameday, If you choose a server location rather than use the "fastest server" option, it will force the connection even if your ping is higher than your standard connection. Also, can you check to see if the ping time says -100% (negative) or does it show 100 ping without the "-" sign? It may help if you can send a screenshot to support@getoutfox.com if you are unsure. Hope that helps!
  2. Hey Miguel! This error can occur for a few reasons. I see you have started a support ticket for assistance. I will be reaching out to you shortly via that ticket to gather some information so we can assist further. Thanks!
  3. Hey micka59om Are you setting the connection to a specific server location or are you leaving it defaulted to the 'Fastest Server' option? Can you clarify what you see that is telling you to "retry?" Do you mean you see an error in Outfox such as "The server cannot be reached. Please try again"or do you see the message in League?
  4. Hey @aaron.720426 Thanks for the request! I don't have any ETA on support for Guild Wars 2, but check back later, as we are adding more and more games!
  5. Hey @alim_kozhan Thanks for the request! Expanding more into fighting games is definitely something we would like to look at. No information yet on that, but check back again later!
  6. Hey @mhalaiban94 I'm seeing some successful logins in the logs, are you still having this issue? If so, can you please first try resetting your password, and if you are still unable to log in, please contact our support team: https://www.getoutfox.com/support
  7. Hey, @kovchdaniel! Sorry for the delay in our response! When we gather network information to determine ping values, we are using raw ping data for your connection over our network. Sometimes, this will cause a discrepancy between the ping time you see with Outfox and the ping time you see in your game. In-game ping reports likely include additional factors such as latency overhead for server processing. Outfox pings are accurate to the network latency and do not include such factors. If you see an improvement in the app, you can be assured the network latency is doing better than your native connection. I hope that helps!
  8. minecraft

    Hello! Minecraft is a great suggestion! We are currently investigating the requirements for supporting that game. Stay tuned for updates!
  9. You can use any computer you like. Just download the app and log in!
  10. Hello! Outfox isn't made to change servers automatically. Can you clarify what you saw that indicated the server changed? From your screenshot, it appears your native connection is what dropped connectivity. To clarify the graph, the green line indicates your average ping times over the Outfox connection. The grey dotted line indicates your average ping times on your native connection (ISP.) When the connection stops Outfox isn't made to reconnect you by changing servers (servers stay the same during the game session), and your network connection will still drop if your ISP's connection drops. Hope that helps!
  11. Hey! That can happen in some cases. It depends on your network. Are you manually selecting a server location? If so, I would suggest trying the Fastest Server option. When using the Fastest Server option to connect, Outfox completes a technical evaluation looking at factors including network congestion and ping time. It then determines if the Outfox network or your native internet connection is the fastest. If you see Outfox Not Used displayed, this means your standard internet connection was faster than the Outfox connection, so you were not connected to our network. If you are choosing a specific location, you might see that there is a negative improvement for the same reason. Your native connection is faster than the Outfox connection. Hope that clarifies things!
  12. Hello, If switching your account changed something, that would not be related to our service. I would suggest checking in their support forums or support documentation for assistance with that issue. Outfox only handles things related to your network connection, not the account you use. Sorry we couldn't help in this case!
  13. Thanks for the suggestion! We are working on adding support for new games and locations. Check back again! For now, we suggest using the "fastest server" option.
  14. Hello mrswedux! I understand you are seeing a login error. First, can you please reset your network to ensure the problem is not on your local network: 1. Unplug power cables from modem and router 2. Wait 30 seconds, plug modem in 3. Wait 30 seconds, plug router in 4. Wait 30 seconds, network is now refreshed. If that doesn't help, please send your logs to support@getoutfox.com so we can take a closer look. You will find instructions for gathering those here: https://www.getoutfox.com/support#how-do-i-find-my-log-files Hope that helps!
  15. Hello @Diese! It sounds like in your case your native connection is a bit faster than the Outfox network at the time you are playing. To explain, when using Outfox, you are using our worldwide network of servers. In many (but not all) cases, when using the Outfox network your ping times will lower and you will experience decreased latency. That being said, we are always working to improve the service, so check back and I suggest sticking with using the "Fastest Server" option, as this will automatically determine whether or not to use Outfox or your native connection. When using the Fastest Server option to connect, Outfox does some tests that check for things like network congestion and ping time. It then determines if the Outfox network or your native internet connection is the fastest. If you see Outfox Not Used displayed, this means your standard internet connection was faster than the Outfox connection, so you were not connected to our network. I hope that clarifies how it works. Let us know if you have any questions!