Troubleshooting

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Troubleshooting covers the most common issues that prevent players from playing Shadowbane.

If your problem is not listed here, check if it is a known issue or seek further help from the community discord server.

Launcher & Verification

  • Problem: "Mac Address" field is empty on the launcher app
  • Cause: Using the incorrect launcher on a 32-bit system
  • Solution: If your system is 32-bit, you must use the 32-bit launcher found in the Shadowbane file directory.

Launcher Config Site

  • Problem: "Hash mismatch" error
  • Cause: There is a typo in the MAC Address, Auth Code, or both.
  • Solution: Double check the numbers entered in the website match those on your launcher app.


  • Problem: "Auth Code Already Registered" error
  • Cause: You or someone else has already registered an account
  • Solution: This is intentional. Only one account can be registered to a device.

Client Access and Gameplay

Unable to Login

  • Problem: "Unable to login, please try again. If this problem persists contact customer support (Error - MAC not authorized. Use the SBE Launcher.)" error
  • Cause: The account has not been verified.
  • Solution:Follow the First-Time Login instructions.


  • Problem: "The Server is Busy" error
  • Cause: Server is down for maintenance or rebooting
  • Solution: The server will be back up shortly. If not, please check the forum or discord server for more information.

In-Game Issues

DPI Scaling
  • Problem: Camera is zoomed in too far and distorts view
  • Cause: DPI settings
  • Solution: Close the client. Right-click SB.EXE inside the Shadowbane directory, and click Properties. Uncheck "Disable display scaling on high DPI settings". Re-launch the game via the launcher.


  • Problem: Middle mouse button (Mouse 3) does not pan the camera
  • Cause: Microsoft Windows 10 Fall Creators Update removed this functionality (Source)
  • Solution: To fix this issue, you must rollback the update. To uninstall the Fall Creators Update, go to Start > Settings and click on Update & Security. Click the Recovery link on the left and then click on Get started under "Go back to the previous version of Windows 10."


  • Problem: The user interface (UI) is too short or too big for the screen
  • Cause: The UI is preset for another resolution
  • Solution: While you can not change the default UI settings, you can fully customize the position of all UI elements by holding shift, then left-clicking to drag. The layout you settle upon is automatically saved and can be imported when making new characters. See UI Setup for detailed support.


  • Problem: No "Quit Game" option in the in-game menu
  • Cause: Intentional change
  • Solution: The game should not be closed from anywhere except the character select screen. If you do so by accident, or experience a client crash, log back into the same character and quit to the character select screen prior to switching characters to avoid an inappropriate multibox penalty.

See Also