Outfox Support

Getting In Touch

Need assistance with Outfox? We're here to help! You can contact our 24/7 support team in any of the following ways:

Email

Send us an email at support@getoutfox.com and we'll get back to you as soon as we can.

Email Us
Email support at any time to get help with your Outfox questions.

Chat

Start a live chat instantly by selecting Chat Now below or using the chat box at the bottom right corner of your screen.

Chat Now
Chat with our 24-7 support team instantly.

Forum

Visit the Technical Support section of our forum to share feedback and get answers to your questions.

Visit Forum
Visit the support section of our forum to share feedback and get answers to all your Outfox questions.

How does Outfox work?

Outfox is designed to reduce in-game latency and increase connection stability by routing game traffic through our optimized gaming network. When the Outfox application is open it automatically identifies traffic for supported games over known ports and establishes a UDP proxy through our Tier 1 network specifically for the game. Gamers can then manually select a server and connect. To see the most benefit, we recommend selecting a server that is closest to you or closest to the region of the game server. You can also use the Fastest Server option to allow Outfox to automatically select the best server for you. Fastest Server selection is based on a technical evaluation including network congestion and ping time. The Fastest Server algorithm also considers the standard internet connection as an option. Unlike our competitors, we offer the option to use your standard connection if it's faster for a specific game than the Outfox network.

What are latency and ping?

Latency is the amount of time it takes a request from your computer to get to a game server. The longer it takes to complete the request, the greater the latency – and the worse your in-game lag will be. Ping is a measure of your connection speed, or the latency of your connection. Ping is usually measured in milliseconds. The same principle applies to ping as to latency – the higher your ping, the worse your in-game performance. To reach optimal performance, a gamer wants to achieve low ping times and reduce the latency on their network.

How does Outfox help decrease latency and ping?

Outfox improves your gaming performance by routing your game's network traffic over the Outfox network to optimize it. We run our own worldwide network of servers, partner with large-scale Tier 1 Network Providers and peer extensively with major ISPs to offer the fastest delivery of traffic. In many cases, when using the Outfox network your ping times will lower and you will experience decreased latency. With Outfox you will experience less lag and better overall network performance while playing online, which means more head shots and glorious loot!

What are the benefits of Outfox?

Outfox offers many great benefits, including improved speeds and an interactive dashboard. Outfox offers a strong, worldwide network and fast delivery of traffic. As Outfox is offered by a highly-transparent company with decades of network experience, we are a network you can trust.

Does Outfox protect me from DDOS attacks?

Not currently, but we're looking into adding this functionality. Please stay tuned for updates!

Will Outfox cause my game account to get banned?

Since we maintain a per-session stance on game traffic (meaning we don't disconnect and reconnect you mid-session causing an IP change), you are not at risk of being banned from your game. You can use Outfox with any supported game without the fear of being banned for using the service.

What games does Outfox support?

We currently support the following games, with more coming soon:

  • Battlefield 1
  • Dota 2
  • H1Z1
  • Heroes of the Storm
  • League of Legends
  • Overwatch
  • PlayerUnknown's Battlegrounds
  • Rainbow 6 Siege
  • Rocket League
  • StarCraft II
  • Streetfighter V
  • Smite
  • Team Fortress 2
  • World of Tanks

What platforms are supported by Outfox?

Outfox is compatible with Windows PCs. We do not support Mac or Linux at this time, but may consider support for those platforms in the future.

Can I use Outfox on my gaming console?

We do not support gaming consoles at this time, but it's a possibility for the future. Stay tuned!

What are the system requirements?

Your system must be running 64-bit Windows 7 or newer. We do not currently support 32-bit systems.

What are the network requirements?

There are no additional network requirements beyond the requirements for playing the game.

How do I download Outfox?

To download Outfox, you should first sign up for an account. Once you sign up, your Outfox download will begin automatically. You can also re-download the application without having to sign up again. To do so, simply log in using the same account information you used when you first signed up.

How do I reset my password?

Whether you forgot your password or just want to reset it, you can do so by opening Outfox and selecting Forgot Password? on the login page. When prompted, enter your email address and click Send Email. You will then receive an email with a link to reset your password. If you do not receive and email in your inbox within minutes, please check your spam or junk folder.

How do I proceed if I experience an issue with Outfox?

If you encounter an issue, please do the following:

  1. Find the Outfox log files at the following directory paths: 
    1. %ProgramData%\Golden Frog, GmbH\Outfox\Outfox.log
    2. %AppData%\Golden Frog, GmbH\Outfox\OutfoxUI.log
  2. Contact our support team via email or chat directly and have the log files ready. You can find their info at the top of this page. You can also log in to the Forum and post your issue there. 
  3. Describe the issue you are experiencing, including any error codes you are seeing. Support will use information in the log files to troubleshoot your issue.

Note: In the event of an installation error no log file will be generated. If you are having installation issues, contact the Support team for assistance.

How do I find my log files?

We'll be best able to help resolve any issues by looking at your log files. Here's how you can find your log files and share them with us.

  1. Find the log files for your session at the following directory paths: 
    1. %ProgramData%\Golden Frog, GmbH\Outfox\Outfox.log
    2. %AppData%\Golden Frog, GmbH\Outfox\OutfoxUI.log
      1. Open File Explorer (Win 8/10), also called Windows Explorer (Win 7).
      2. Click in the field at the top that displays what directory you are in. It is the longer field to the left of the Search bar.
      3. Enter the Outfox directory in this format: %ProgramData%\Golden Frog, GmbH\Outfox (Do this for both paths)
      4. Press Enter.
      5. Locate the Outfox.log and OutfoxUI.log files in their respective folders.
  2. Contact our support team via email or chat directly and have the log files ready. You can also log in to the Forum and post your issue there. 
  3. Support will use information in the log files to troubleshoot your issue.

How do I uninstall Outfox?

To uninstall the Outfox Beta, follow these steps:

  1. Visit the Control Panel.
  2. Select Add or Remove Programs.
  3. Select Outfox.
  4. Right click on Outfox, and select Uninstall.

Where are Outfox's servers located?

We currently have 27 server locations around the world. We're always adding servers, so stay tuned for more locations coming soon. Current server locations:

  • Amsterdam, Netherlands
  • Ashburn, United States
  • Atlanta, United States
  • Busan, South Korea
  • Changhua County, Taiwan
  • Charleston, United States
  • Chicago, United States
  • Columbus, United States
  • Dallas, United States
  • Dublin, Ireland
  • Frankfurt, Germany
  • Hong Kong, Hong Kong
  • London, United Kingdom
  • Los Angeles, United States
  • Miami, United States
  • Newark, United States
  • New York, United States
  • Osaka, Japan
  • San Francisco, United States
  • Sao Paulo, Brasil
  • Seattle, United States
  • Seoul, South Korea
  • Singapore, Singapore
  • St. Ghislain, Belgium
  • Sydney, Australia
  • Tokyo, Japan
  • Toronto, Canada

Should I add Outfox as an exception to my firewall?

It is recommended to set both an inbound and outbound rule for Outfox.exe in your firewall to ensure best performance.

What server location is the best for me to connect to?

The best server location will vary for each gamer, depending on the game you are playing and other factors. We recommend that you use the server closest to you or closest to the region of the game server. Open Outfox and then select the server you want to use in the settings menu. For best results, we recommend you use the Fastest Server option to allow the network to automatically determine which location is best for you.

Will Outfox switch servers while I am in-game if it finds a faster connection?

No. We take a single-connection per session stance on game traffic, because rerouting your connection while you are playing would likely cause a reconnect event, disrupting your game. In order to have Outfox check Fastest Server again and see if it finds an optimal connection, you need to close your game session and open a new one.

What does "Outfox Not Used" mean?

The Outfox Not Used notification indicates the Outfox network was not used during your gaming session. 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.

Why is there a difference between my in-game ping and the Outfox ping?

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.