Troubleshooting

Frequently Asked Questions | or use the support form below...

  1. I was able to install LunarQuest on my computer but every time I try to open it I can't. When I click on the 'Play Lunar Quest' icon on my desktop a message pops up that says 'An exception occurred during a WebClient request'. I'm not really sure what that means...

    Explanation:
    This happens occasionally when there are multiple instances of Multiverse running on one’s system or if the player is using Windows Vista with “User Access Control” turned on.

    Solutions:

    1. Make sure your internet connection is on when playing the game – LunarQuest is an online experience.
    2. Try pressing the key combination “ctrl-shift-escape” and make sure the “processes” tab is selected in the window that shows up. Now click on the header “Image Name”… this should sort the running programs in ascending alphabetic order. If you find any items by the name “MultiverseClient.exe”, right-click on it and choose “End Process Tree” and accept any dialogs that might pop up. If this doesn’t fix the problem, proceed to step 2.
    3. Try it once more, making sure that they use the LunarQuest shortcut icon. If this doesn’t work for them, please proceed to step 3.
    4. If you are using Windows Vista, right-click on the LunarQuest shortcut on their desktop and choose “properties” from the menu. Now click on the “Compatibility” tab and make sure that the “Run this program as administrator” checkbox is checked. If it is checked, that is good. If not, then check it and press okay to save changes. If this doesn’t fix them problem, proceed to step 4.
    5. If you are using Windows Vista, right-click on the LunarQuest shortcut on your desktop (if you have one) and choose “properties” from the menu. Now click on the “Compatibility” tab. In the “settings” section of this tab, there is an option called “Disable desktop composition”... check this if it isn’t already. If this doesn’t fix them problem, proceed to step 5.
    6. If none of the above steps worked, please proceed to the “Generic Solutions” section and begin with step 1.
  2. I get the following error:
    "Script Error:
    While running the scripts to initialize the world, the Multiverse World Browser encountered a fatal error. Possible causes include:
    — Incorrect Script Files - some of the scripts have invalid Python code or other errors.
    — Missing Script Files - some of the scripts referenced in the startup could not be found."

    Explanation:
    This normally only happens when a player is missing some files that are required in order to run LunarQuest (not necessarily Multiverse).

    Solutions:

    1. Navigate to your “My Documents” folder (it’s simply called “Documents” in Vista…).
      1. In that directory, there should be a folder called “Multiverse World Browser”. Navigate into that folder.
      2. Now, there should be a folder called “LUNARQUEST” in there. If there isn’t, then please continue to step 2.
      3. If that directory does exist, navigate into it and delete any files that end with “.patch”. There may be one or more of them.
      4. Restart the game and see if your have the same problem. If you do, please continue to step 2.
    2. If none of the above steps worked, please proceed to the “Generic Solutions” section and begin with step 1.
  3. I have been trying to load LunarQuest on my computer and for some reason it will not play. It says it is installed but when I try to change the target and starting information a window pops up saying "You need permission from the administrator". I changed it to run as administrator but still won’t work; it’s saying the changes cannot be saved. I have Windows Vista Home Premium

    Explanation:
    Seemingly Windows isn’t trusting that you are “authorized” to make changes like this.

    Solutions:

    1. If you are the owner/administrator of the computer, you should be able to try the following:
      1. Open the control panel by clicking the start button and in the pane on the right, there should be a menu item that says “Control Panel”. Click that.
      2. Now, click the “User Accounts” icon.
      3. Next, click the “User Accounts” icon (yes… again…).
      4. Now you should see a link that says “Turn User Account Control on or off”. Click that. It will likely warn you about doing this and stuff, but, just we assure you that it’s okay… this should turn off the need to be an administrator to do administrator tasks.
      5. Try running the game again. If the problem persists, continue to step 2.
    2. If none of the above steps worked, please proceed to the “Generic Solutions” section and begin with step 1.
  4. I tried installing the game on multiple computers throughout campus and all of them said that I didn’t have all the prerequisites met for a Multiverse bootstrap or something like that. I didn’t know what to do so I pretty much gave up. But if u know of a solution that would be awesome!

    Explanation:
    You either do not have permission to install or run the game on the school computers or the school computers do not meet the required hardware prerequisites to run Multiverse. A good generic way to know if it will work is if the computers look to be more than 4 or 5 years old or is running Windows 2000 as opposed to XP or Vista.

    Solutions:

    1. It's perfectly acceptable to play the game on your home computer if you have one. You caninstall it by continuing to step 2.
    2. If none of the above steps worked, please proceed to the “Generic Solutions” section and begin with step 1.
  5. The game installed fine, but when I opened it and logged in, it came up with an error message and wouldn't actually open the program to play it. I had to uninstall it because my computer got really slow and was having problems right after I installed it too.

    Explanation:
    Far too many possible explanations for this one... The computer could be incapable of playing a Multiverse game (see issue 4). The user’s computer could be infected with massive amounts of spyware or a virus. They could potentially have multiple instances of Multiverse running (see issue 1, solution 1).

    Solutions:

    1. Restart your computer.
    2. When the computer has rebooted, press the key combination “ctrl-shift-escape” and make sure the “processes” tab is selected. Now, click on the header “Image Name”… this should sort the running programs in ascending alphabetic order. If you find any items by the name “MultiverseClient.exe”, right-click on it and choose “End Process Tree” and accept any dialogs that might pop up. If this doesn’t fix the problem, proceed to step 3.
    3. Try it once more, making sure that you use the Lunar Quest shortcut icon. If this doesn’t work for you, please proceed to step 4.
    4. Are you are sure your computer is virus and spyware free?
    5. If you are playing the game on another computer than the one you are currently reading this one, are you sure your internet connection is working?
    6. If none of the above steps worked, please proceed to the “Generic Solutions” section and begin with step 1.
  6. I can't install the game! I accept all the agreements and when it goes to install, it says it cannot be completed because a required file cannot be found...

    Explanation:
    Possible CD corruption.

    Solutions:

    1. Please proceed to the “Generic Solutions” section and begin with step 1.
  7. The game is installed; I can open it but it doesn't go to the video. It makes some noises then it says there is an error in the application and the client is shutting down. I am not sure what to do. I tried installing it again and it gave me the same problem.

    Explanation:
    Most likely the user attempted to play the game in one of the unfortunate instances when our server was down and not working... There’s also a possibility of some missing files.

    Solutions:

    1. Try again… making sure that you use the LunarQuest icon on you desktop. If this doesn’t work, proceed to step 2.
    2. If none of the above steps worked, please proceed to the “Generic Solutions” section and begin with step 1.
  8. Okay… so I got two pairs of shoes, I beat the first mission and I beat the second mission with the vector velocities but neither of the badges is showing up under where my badges are and the only mission I can do is the spacesuit one… But I already have a space suit so I don’t really know what to do right now...

    Explanation:
    It seems that the user was lucky enough to get to the play the game (yay!). However, they were not lucky enough to have finished it before the server got restarted due to various other problems. There is a bug with Multiverse (or LunarQuest, not sure, really…) that basically erases the state of a player’s quests. The only solution is to create a new character.

    Solutions:

    1. If none of the above steps worked, please proceed to the “Generic Solutions” section and begin with step X.

Support Form:

If you are having problems running Lunar Quest, please let us know!

If your problem wasn't solved by one of the above FAQs, provide your email address and a brief description of the problems you are having and we'll do our best to get back to you as soon as possible!