We're very sorry that you're having trouble connecting.

Most players can connect normally. A small number of players sometimes have problems, and these are usually region-related rather than caused by our servers: something between their device and our servers interrupts the connection. Most often it's regional restrictions. Sometimes it's an overzealous antivirus, a buggy router, or the internet provider.

The steps below work the same way in all our games: Unsolved Case, Unboxing the Cryptic Killer and Parallel Experiment. Try them in order.

1. Update the game and restart it

Make sure both of you have the latest version of the game installed. You can find the version in the bottom right corner of the main menu. Then close the game completely on both devices, start it again and try to connect once more.

2. Select a different region

When starting the game, select "East Asia" or another server on the player selection screen.

3. Check your antivirus and firewall

Check if your antivirus or firewall is blocking the connection, and allow the game if it is. We've seen cases where tools like Malwarebytes incorrectly flag the game.

4. Try a different network

Switch to a different network, even mobile data or a mobile hotspot. This helps if your router or internet provider is the issue. Restarting your router can help too.

5. Use a VPN

Use a VPN, but make sure it's based in the EU or the US (e.g., Proton VPN). Local VPNs might be affected by the same regional restrictions, so they often don't help.

6. DPI bypass

A few players mentioned that using a DPI bypass helped, but it's something we'd only recommend for the most tech-savvy users.

Players in Russia

We've noticed that players from Russia often have trouble connecting to our servers, and unfortunately it's beyond our control. There are government-level systems in place that block certain types of connections to servers outside Russia. We've implemented many workarounds to minimize these issues, including better global server distribution, but the restrictions keep changing, and it's become a constant game of whack-a-mole. Read more in Sales in Russia suspended due to connection issues.

Still can't connect?

When you contact us, please also tell us which country you and your partner are in and which server region you selected. It helps us find the cause.