Troubleshooting

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.

Problem: "Error reading .../catalog.xml OR Error Getching Patch Iinformation" error
Cause: Operating system or anti-virus is preventing the launcher from running correctly.
Solution: Add an exception to your anti-virus for the Shadowbane folder, or run as administrator. Also, try moving the game folder to a non-system protected folder such as your desktop.

Problem: "Hash mismatch" error
Cause: There is a typo in the MAC Address, Auth Code, or both or you have not downloaded the newest launcher.
Solution: Double check the numbers entered in the website match those on your launcher app or download the latest version of the launcher.

Problem: "Auth Code Already Registered" error
Cause: You may be connected to a VPN which is assigning you a default, incorrect MAC address for this games purpose.
Solution: Disconnect from your VPN, re-open the launcher and register your correct MAC address on the login site. You can open Command Prompt & type ipconfig /all to get a listing of all adapters and list out the correct MAC address.

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.

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, or you have registered less than 5 minutes ago.
Solution: Follow the First-Time Login instructions, or wait 5 minutes to log in after registering.

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 discord server for more information.

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: Error thrown at launch "Entry Point Not Found" "The procedure entry point MiniDumpWriteDup could not be located in the dynamic link library. C:\WINDOWS\system32\nvspcap.dll" - Or another file path.
Cause: Library is out of date
Solution: In your Shadowbane folder, delete the dbhhelp.dll File. Copy the dbhelp.dll file from your C:\Windows\System32 directory and place into your Shadowbane folder.

Problem: Character has a multiboxing debuff when not multiboxing
Cause: Improper logout
Solution: The game should not be closed from anywhere except the character select screen. If the client was previously closed via the task manager or you experienced a client crash, log back into the same character and quit to the character select screen prior to switching characters. You may have to repeat this for any character that experienced an improper logout.

Problem: Middle mouse button (Mouse 3) does not pan the camera
Cause: Microsoft Windows 10 Fall Creators Update removed this functionality (Source) With the Fall Creator's Update, it appears that Windows 10 changed the way the Windows API reacts to a function used by the Shadowbane client to provide infinite camera panning when using the middle mouse click or alt and left click. In prior versions, when performing a SetCursorPos[ition] call to the OS to keep the cursor in the middle of the screen, the OS sent a MouseMove message to the client with the updated coordinates. The update removed that behavior. The client has been modified to send itself a MouseMove message now when updating the cursor position to fix this.
Solution: To fix this issue, you must download and this SB.exe version. To use, replace your sb.exe in your Shadowbane directory with this modified version.

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: Stuck inside a building or piece of scenery
Cause: Graphical or one-off glitches.
Solution: Type /stuck into the chat and press enter. Wait 10-seconds, and your character will be teleported outside of the object.

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.

Problem: Group formation is not working.
Cause: Standing inside a city grid, or participated in combat recently.
Solution: Group formations do not work inside city grids or on anyone who participated in combat in the previous 60 seconds.

Problem: Players and NPC's are pixelated.
Cause: SB Video Setting
Solution: Within sbconfig.exe > Camera > Character Level of Detail Threshold - Set to "0".

Shadowbane Guides

The Basics	Getting Started \| Character Creation \| UI Setup \| Vocabulary \| Troubleshooting
Leveling	Newbie Isle (Levels 1-35) \| 30 to 40 \| 40 to 50 \| 50 to 60 \| 60 to 75
Advanced	Game Guides \| Character Builds \| Do Not Train These Spells