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Antivirus issues

We've recently updated our game engine to the latest version of Panda3D, which includes a number of performance enhancements and graphical fixes! As part of the upgrade, the executable for Toontown Rewritten has also been updated. Since this has not been used by a large number of people yet, anti-virus software's approach is to say the program is guilty before actually having much evidence. In most cases this is a good thing, since it protects YOU, the end user, from potentially being hit with a brand new virus.  

When the program is not actually a virus, it is known as a false positive. For this update, we made proactive attempts to get the engine white listed with the various Anti-Virus vendors, but some of them didn't white list right away.  At this point, we rely entirely on our player base getting these false positives over and over so that each anti-virus developer receives the file, checks it, and then realizes it needs to be given the all clear. For now, you are safe to make an exception for TTREngine.exe in the install directory.  Please consult the maker of your anti-virus program to learn the procedures for this exception on your software.

How do I enter Toontown?

Before you can enter the Tooniverse, you will need to install the Toontown Rewritten Launcher from the Play page, and then log into the launcher from your computer after installation. Being logged in to our website does not allow you to log into the game itself!

Once you enter your username and password on the Toontown Rewritten Launcher, it'll download the required game files. This could take a few minutes depending on your internet connection. Once it's ready to go, the game will launch and take you to Toontown!

What are the system requirements to play Toontown?

Toontown Rewritten must be played on a Windows, Mac, or Linux computer. Unfortunately, the game isn't built for mobile devices - but we hope to change this in the future! Visit our Play page for the most updated system requirements for Toontown Rewritten.

How do I know my operating system or antivirus program?

Your operating system, commonly referred to as an "OS", is the type of software that your computer is running on.


If you're using an Apple computer, you are either using OS X or macOS. If you're using a standard PC, you're most likely using Windows (popular versions are Windows 8.1, 10, and 11). Note that an operating system is different from your computer manufacturer. (Dell, HP, Acer, and Lenovo are computer manufacturers, not operating systems, however most of these manufacturers distribute Windows PCs.)


An antivirus program is what protects your computer from malicious files. Common antivirus programs are AVG, Avast!, Avira, ESET Nod32, Kaspersky, Sophos, Windows Defender, and McAfee. Search your computer for these programs to see if they are installed.

Do you have a Dell and can't connect?

In February, 2019, we identified an issue with a program called SmartByte, installed automatically on some Dell computers.  This software can actually block the connection between you and the Toontown Rewritten servers!  Here are the instructions to uninstall it:

  • Press the “Windows Logo” Key + Q to open a search prompt.
  • In the Search prompt, enter Control panel.
  • Click on Control Panel (Desktop app)
  • Under Programs, click on Uninstall a program.
  • See if SmartByte Drivers and Services is listed as an entry.
  • If it is there, double click on it.
  • It will ask you if you are sure that you want to uninstall the program.  Click Yes.
  • A pop up will appear that says "The setup must update files or services that cannot be updated while the system is running.  If you choose to continue, a reboot will be required to complete the setup".
  • Click OK
  • Once it is done, reboot your computer


Next let's see if you can finally play Toontown Rewritten

  1. Reinstall Toontown Rewritten.
  2. Attempt to launch the game.


If the problem persists, please email us at Support!  

Is Toontown Rewritten compatible with macOS Catalina (10.15), macOS Big Sur (11.0) and macOS Monterey (12.0)?

Our Quality Assurance Team has tested Toontown Rewritten on macOS Catalina, Big Sur, and Monterey on both Intel-based Macs as well as Macs powered by Apple Silicon, and are happy to confirm that the game is fully compatible so long as you are running the latest version of the Toontown Rewritten Launcher. If your launcher version is 1.2.4 or lower, please grab a fresh copy of it by clicking the Play Now button above!

Apple introduced a new privacy feature in macOS Catalina and later which impacts several games, including Toontown Rewritten. macOS will now prompt a player for consent, and while Apple made this change with the user's privacy in mind, rest assured that we are absolutely not logging any keystrokes you make on your device, whether Input Monitoring permissions are granted or not. As of our ttr-live-2.10.0 update, Input Monitoring permissions are no longer required to launch the game.

With that being said, macOS will ask you to review these permissions every time you launch Toontown Rewritten. If you would like to put an end to these prompts once and for all, you are more than welcome to follow the steps below to give the game proper permissions. We would like to reiterate, however, that they are not required to play Toontown Rewritten.

  1. Open macOS System Preferences
  2. Navigate to Security & Privacy
  3. Navigate to the Privacy tab
  4. Click the padlock in the bottom left corner, and enter your Mac's administrator password
  5. Navigate to Input Monitoring in the lefthand sidebar
  6. Click the + icon
  7. Select the Toontown Rewritten Launcher from your /Applications/ folder
  8. Confirm by ticking the box to the left of Toontown Rewritten Launcher
  9. If it's already checked, you'll need to uncheck it and recheck it
  10. Relaunch the game launcher and enter your credentials

Voila! macOS should no longer prompt you for Input Monitoring permissions. If you are still experiencing any issues at all, kindly send an email to support@toontownrewritten.com & we'll take a closer look!

Will Toontown Rewritten run on Macs powered by Apple Silicon?

At this moment in time, the macOS build for Toontown Rewritten is native to x86 (Intel) architecture.

With that being said, Apple has shipped a very helpful technology in macOS 11.0 & 12.0 known as Rosetta 2 which will allow apps built in x86 (Intel) architecture, such as Toontown Rewritten, to run on any Macintosh powered by Apple Silicon.

Our Quality Assurance Team has tested Toontown Rewritten with an Apple Silicon Mac using Rosetta 2 technology and are happy to confirm the game is compatible with good performance. However, we should note that the game has not yet been fully optimized due to the lack of a native build.

You are more than welcome to play Toontown on these new Macs, however we are unable to guarantee that the game will continue to be compatible on future versions of macOS in the event that Apple introduces a change that breaks the current compatibility. We also are not able to share any timeline regarding an Apple Silicon native build.

What if my Mac is running OS X 10.13 or below?

Unfortunately Toontown Rewritten can no longer run on macOS High Sierra (10.13.X) or earlier as our minimum requirements have changed as of the 2.10.0 update. However, the good news is that upgrading to a newer version of macOS will allow you to enter the Tooniverse again!

We recommend upgrading to macOS Catalina (10.15.X) or Big Sur (11.X.X) for the best experience. You can do so by opening the App Store on your computer and searching for "macOS" or by opening System Preferences and going to the Software Update tab.

The macOS version your computer can run varies depending on its age. Please visit this page to find out if your computer can be upgraded. 

I get an error message that my files are out of date. What do I do?

If you receive the error that says your files are out of date, follow the instructions below based on your operating system:


Windows:

Close the Toontown Rewritten Launcher, and delete the files "TTREngine.exe" and "TTRGame.vlt" from your Toontown Rewritten install directory. This directory is commonly located under C:\Program Files (x86)\Toontown Rewritten. Once you have deleted these files, open the Toontown Rewritten Launcher and attempt to log in again.


Mac:

First, try these steps to remove the Toontown Rewritten cache from your system.


  1. Open up a Finder window.
  2. While holding down the Option key, open the "Go" menu from the top menu bar.
  3. Click on "Library" when it shows up.
  4. Open the "Caches" folder and look for a folder named "com.emerys.Toontown-Launcher." 
  5. Delete that entire folder, and then empty your Trash.
  6. Reopen the launcher and try logging in once more.


If the above steps still didn't work, try to download this folder of Toontown Rewritten files. Once the download is complete, double click on it to unzip the folder, and then replace your current Toontown Rewritten folder contents with the contents of that folder.


  1. Open Finder, press Command-Shift-G.

  2. Type in to the box: ~/Library/Application Support/Toontown Rewritten/

  3. Delete all of the files in this folder, and then empty your system's trash.

  4. Copy the files from the folder you downloaded above to the folder you just emptied.

  5. Try logging into the launcher again. Make sure that you aren't clicking on the Toontown Rewritten file in the Application Support folder. Instead, you should still be using the same icon that you have always used to launch the game.


If you continue receiving this error after these steps, contact support@toontownrewritten.com.

I'm getting an error message that my computer can't reach Port 31363. What do I do?

Before anything, check the top of the Toontown Rewritten website or the "News" section of your launcher to see if there are any known game issues at the moment. The game servers may be down, or undergoing maintenance.


If there are no issues reported, make sure that your firewall doesn't have port 31363 blocked. We need that port to be unblocked for you to enter Toontown! To unblock port 31363, follow the steps below based on your operating system:

Windows:

  1. Open the Control Panel
  2. Click "System and Security"
  3. Click "Windows Firewall"
  4. In the left pane, click Advanced settings. (Administrator permission required. If you're prompted for an administrator password or confirmation, type the password or provide confirmation.)
  5. In the Windows Firewall with Advanced Security dialog box, in the left pane, click Outbound Rules, and
  6.  then, in the right pane, click New Rule.
  7. In the doalog box that opens, choose "Port" and click "Next"
  8. Select "TCP" and select "Specific Remote Ports" and type in 31363, then click "Next"
  9. Select "Allow the connection", then click "Next"
  10. Select "Private", then click "Next"
  11. Name: Toontown Rewritten
  12. Click "Finish"

Mac:

  1. Open System Preferences > Security & Privacy > Firewall > Firewall Options.
  2. Click Add.
  3. Choose Toontown Rewritten from the folder you have it installed in and click Add.
  4. Ensure that the option next to the application is set to Allow incoming connections.
  5. Click OK.

NOTE: Different versions of your operating system may be slightly different, but the basic process is the same!

I'm having trouble getting into the game on Windows. What do I do?

Try following these steps to see if they help you get back into the game: 

 
  • Uninstall the game, then re-install it. You can download the newest launcher on our Play page. Make sure you save all your screenshots to a separate location on your computer!
  • Try running Toontown Rewritten as a system administrator. To turn on this setting, go to the Toontown Rewritten folder (Usually in C:\Program Files\Toontown Rewritten or C:\Program Files (x86)\Toontown Rewritten), right click on "Launcher.exe", click "Properties", and select the "Compatibility" tab. Check the box that says, "Run this program as an administrator". 
  • Make sure your antivirus isn't blocking Toontown Rewritten. For some reason, some antivirus software does not allow Toontown Rewritten to fully download or install.  Please try temporarily disabling your anti-virus and running or downloading the Toontown Rewritten Launcher again.
  • You may be lacking graphics drivers with OpenGL support. Follow these steps to make sure your graphics card is up to date:

    1. Try installing the most recent graphics drivers from the manufacturer's website. If you have an Intel graphics card, use Intel's website to update your drivers. If you have an AMD graphics card, use this guide from AMD's website. 
    2. Alternatively, if you are running an Intel graphics card/cpu, try installing a media accelerator from Intel's website.
    3. Make sure that your computer has taken all of the Windows updates available so that everything is up-to-date!
    4. Try playing in Windowed mode at a lower resolution. You can change this setting in your Shticker book on the Options page.

  • Right-click on your launcher icon, and in the dialog box that opens, click the "Shortcut" tab. Verify that the Target is "<Path to Your Toontown Rewritten Folder Here>\Launcher.exe". If the target is TTRengine.exe change it to Launcher.exe, then click "OK".
  • Make sure your launcher is not "Read Only". Right click the launcher icon and select "Properties", then "Security". Verify that each user group is allowed Full control, including: Modify, Read & Execute, Read, Write.
  • When the time, date, or time zone settings are not set properly on your computer, or your CMOS battery is failing, you may have some issues. To resolve this, please try resyncing your clock. Instructions can be found on this third party guide. We also suggest that you clear your cookies and cache after you make these changes.
  • Your settings.json file may need to be rebuilt. First, navigate back to your Toontown Rewritten folder in C:/Program Files or C:/Program Files (x86). Look for a file called "settings.json", and when you find it, delete it and empty your Recycle Bin. After that, reopen your launcher and try to log into the game one more time.

I'm using Kaspersky Antivirus and can't log into the game. How do I play?

We have been receiving a lot of reports from Toons who use Kaspersky Antivirus that they've had trouble entering the game. Our developers are aware of the issue and are working hard to fix it, but unfortunately the only solution we have at this time is to uninstall Kaspersky Antivirus and use a different antivirus program. Kaspersky Antivirus and Toontown Rewritten just don't get along very well!


You can see if Kaspersky Antivirus is the problem by disabling it before logging into the game. If you can access Toontown Rewritten when Kaspersky antivirus is disabled, then you know that it is causing your problems and you will have to replace it with another antivirus program. If you need help or antivirus recommendations with this process, feel free to email support@toontownrewritten.com.

I'm experiencing a lot of lag and crashes. How can I stop this?

While many crashes can be caused by bugs in the game, there are a few things you can try to help reduce them on your end:

  • If possible, connect to your internet directly with an ethernet cable to prevent poor Wi-Fi connections.
  • Try playing in Windowed mode at a lower resolution. You can change this setting in your Shticker book on the Options page.


Windows Troubleshooting:

  • Try running Toontown Rewritten as a system administrator. To turn on this setting, go to the Toontown Rewritten folder (Usually in C:\Program Files\Toontown Rewritten or C:\Program Files (x86)\Toontown Rewritten), right click on "Launcher.exe", click "Properties", and select the "Compatibility" tab. Check the box that says, "Run this program as an administrator". 

  • If you are using Windows 7 or higher, try turning on compatibility mode for the Launcher. First try setting it to Windows 7. If using Windows 7, try setting it to Windows Vista or Windows XP. To turn on compatibility mode, go to the Toontown Rewritten folder, right click on "Launcher.exe", click "Properties", and select the "Compatibility" tab. Check the box that says, "Run this program in compatibility mode for:" and make your selection from the dropdown menu.

  • Some Windows XP users have reported that they needed to update Microsoft Net Framework 4.0 and Microsoft Visual C++ in order for problems to go away. Keep in mind that since Microsoft has chosen to end support for Windows XP, Toontown Rewritten has stopped providing support for Windows XP as well. If you're on Windows XP and none of these solutions work, we recommend upgrading to Windows 7 or above for the best Toontown Rewritten experience.

  • When the time, date, or time zone settings are not set properly on your computer, or your CMOS battery is failing, you may have some issues. To resolve this, please try resyncing your clock. Instructions can be found on this third party guide. We also suggest that you clear your cookies and cache after you make these changes.

Intel GPU driver:

If your game is crashing every 15 minutes it might be the result of an Intel GPU driver.  Players have reported that the following solutions reduce or mitigate crashing in this instance:

  • Try using our 512x resolution Content Pack, which you can pick up from here. While it's not a sure-fire fix, we have found in testing that this pack does a lot to stave off crashes related to Intel graphics. To install it, just travel to your Toontown Rewritten installation folder, and create a new folder called 'resources', and place the .mf file that you downloaded there. Relaunch Toontown Rewritten, and it should automatically start using the pack. If you are using another Content Pack, such as one by our Partners, you may need to remove them or place the 512x pack at a higher hierarchy in the Options menu to see any effects.

  • If you have an AMD or NVIDIA GPU, configure your system to launch the game using that instead. This can usually be done in your GPU driver's control panel. (If you have one of these cards and need additional help, please send support your GPU brand and model)


Hybrid GPU Laptops and Windows 11:

For players who have a dedicated AMD or NVIDIA graphics card, and recently upgraded to Windows 11, a few extra steps may be required to make sure Toontown Rewritten runs with your graphics card seamlessly.

All Cards (Step One):

1. Press the Win + I keys simultaneously on your keyboard to open up the Settings app

2. Within the Settings panel, click the System option in the left sidebar

3. Next, navigate over to the right side of the panel and click on Display

4. In the Display settings screen, scroll down and click on Graphics

5. Under Custom Options for Apps, go to Add an App

6. Click Browse, and navigate over to C:\Program Files(x86)\Toontown Rewritten and select TTREngine (or TTREngine.exe)

7. Once you've added Toontown Rewritten to the app list, select it and click Options

8. Next, select High Performance and click Save


NVIDIA (Step Two):

1. Launch the Nvidia Control Panel and navigate to the menu bar at the top

2. Click the View tab, and select Add 'Run with Graphics Processor' Option to Context Menu

3. Go to the Toontown Rewritten Launcher, right-click on it, and select Run with Graphics Processor

4. Finally, select High-performance Nvidia Processor


AMD (Step Two):

1. Launch the Catalyst Control Center

2. From the left sidebar, select 'Power'

3. Under Power, select 'Switchable Application Graphics Settings'

4. Click 'Add Application', and navigate over to C:\Program Files(x86)\Toontown Rewritten and select TTREngine (or TTREngine.exe)


If all else fails, send a bug report to support@toontownrewritten.com. Our developers will investigate the issue and get right on the case!

How do I uninstall Toontown Rewritten from my Steam Deck?

To uninstall Toontown Rewritten from your Steam Deck, start Desktop Mode and open a terminal. Next, run: 

flatpak --user uninstall com.toontownrewritten.Launcher

Once you run this command, Toontown Rewritten should be uninstalled from your Steam Deck. If you have any feedback on your experience running the game on Steam Deck, please let us know by emailing us at support@toontownrewritten.com

None of the troubleshooting steps worked for me. How can I get help with my problem?

If none of the suggestions above solve your issue, let us know and we will forward your issues to the Toon Council for further investigation! We will need your most recent Toontown Rewritten log file, as well as your Launcher.exe.log file or a crash.txt file if available. Here's where you can find these log files:


Windows:

Your Toontown Rewritten Folder containing log files can usually be found in one of the following locations:
C:\Program Files\Toontown Rewritten\
C:\Program Files (x86)\Toontown Rewritten\


Mac:

Open Finder, press Command-Shift-G.

Type in to the box: ~/Library/Application Support/Toontown Rewritten/logs.

We will also need your system specifications to better assist you:

  • Operating System:
  • CPU:
  • RAM:
  • Available Disc Space:
  • Graphics Card:


Once you have all of this information, send a detailed explanation of your problem to support@toontownrewritten.com. We'll get you back into Toontown as quickly as possible!