Technical Support FAQs


Elite Gamer
Nov 4, 2018
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Here's a list of common problems and questions as well as a few ideas on how to solve these issues. Please check here for a solution first.

If you don't see your issue, or the solutions here don't work, feel free to post in the forums for the fellow members, Vanguards, Council Members, Moderators and Game Masters. Make sure to Attach any relevant files to your post.

All issues are sorted in order of their possible occurrence from before you get in, to after you're done playing. The fixes aren't necessarily in the order that you should do them...but they are kind of in that order.

Important! Whenever you test out a fix, you should always join a practice game, this lets you avoid being flagged by LeaverBuster if it doesn't work.

Remember this is all to help you help yourself, if you'd like additional support, post a thread in the Support Section.

Getting Started - Setup and Install

Where do I download this game?
1. You can download this game here.

What are Minimum System Requirements?
2. You can find both the Minimum and the Recommended System Requirements here.

I accidentally made my account on the wrong server!
3. It is not possible to transfer accounts between servers here in PH, you will need to create a new account in the correct region.

Post Patch Patcher Problems

I get Update Failed, Error Code 0xc1e90006
1. You don't have enough hard drive space available on your install drive or in your temporary internet files drive, this is blocking the full patch from downloading in order to install in this case you'd need to make room on your hard drive.

2. You have internet security software that's interfering with the patch process. This could be an anti-virus/anti-spyware program, software firewall, or child-safety programs like Safe Eyes.
You'll need to disable the interfering program or make an exception for League or the specific file getting stuck in the safety filter. You may also need to do your windows updates.

3. Your internet connection is having issues and is unable to completely download the patch which then errors out when it tries to install.

In this case an easy fix is sometimes just to restart your computer and modem. However if that doesn't work, you'll need to get a stable internet connection that can fully download the patch, this can be caused by a number of issues, you'll need to figure out what exactly on your line is causing the connection problem. This may also include fixing or removing a network administration/proxy or other connection blocks on restricted networks like University Internet Connections (which may be able to be bypassed with hotspot shield).

I get a Fatal Error (Something like "0001: mod.rds.cmrds has an undefined dependency" or "0005: mod.ser_mock")
1. Go to \Apps\lolph\Air\mod\
2. Delete the rds folder.
3. Launch League of Legends PH.

If you see the "mock" folder instead of the "rds" folder:
1. Go to \Apps\lolph\
2. Search for "mock" (file/folder should be similar to "ser_mock")
3. Delete the folder NOT the files.
4. Launch League of Legends PH.

If the method above didn't work:
1. Re-install League of Legends PH
2. Launch League of Legends PH

Patcher Stuck at 33% / 99%, Other general solutions
1. Completely restart your computer and try patching again, make sure you've given the patcher a reasonable amount of time as sometimes it will appear "stuck" at a certain percentage even though it's working. (Please note this may take up to a few hours or more for some players with limited connections or regional issues)

2. Power cycle your router and modem. If your internet connection is having intermittent issues it can improperly "filter" off the traffic from the patcher. Normally, this will be some settings on the PC side and restarting your PC will fix it right up. Sometimes, this issue is on the router/modem side which means even after restarting your PC, the same problem occurs. Power cycling your router and modem means you unplug both devices from their power source, wait about 5 minutes, plug in your modem, wait for the lights to all light up properly, plug in your router, wait for all the lights to all light up properly, and you're on your way again. You may want to restart your PC after taking these steps.

3. Uninstall Pando Media Booster - Start Menu -> Control Panel -> Add or Remove Programs

4. Make sure you're completely up to date on your Windows Updates and have restarted your computer after installing any recent updates.

5. Do a Winsock reset by going to your Windows Button -> Search Programs and Files -> Type in "CMD" (without quotes) and hit enter -> In the window that pops up type in "netsh winsock reset" (again without quotes) let it run then restart your computer

6. Temporarily disable firewall and anti-virus software, especially for anti-virus software, after a patch it may no longer recognize your old LoL executables as safe (this is doubly true for non-mainstream (not Norton/McAfee) antivirus software).

Patchers with with this error or some of the error messages above are sometimes caused by corrupted download files. If this is the case you can try:

1. Re-installing LoL PH - it can be a pain, but it should work right away.

Cannot Login / Account Issues

Connection Failure: Unable to connect to
1. Try syncing your Windows Clock, double check the time, date and year.
2. Make sure your Windows is up to date at Windows Update
3. Make sure you have opened your required network ports
4. Make sure you've updated your Firewall including this EXE (default install path), C:\Garena Plus\Apps\lolph\Air\LolClient.exe.

Some sort of Maestro Error
1. Restart your computer
2. Temporarily Disable/Make exceptions in your Anti-virus/Anti-spyware software
3. Temporarily Disable/Make exceptions in your Firewall
4. Disable process protection software.
5. Make sure you're running software in Administrative Mode/With admin privileges
6. In Windows Vista/Windows 7, double check your Account Controls
7. Reset your Internet Explorer Settings and make sure you have not disabled scripting options

Why was my name changed or How can I get my name changed?
1. Your name was reported and Garena agreed it was offensive.
2.If Garena changed your name or you accidentally put your real name as your summoner name, For other requests, please try creating a new account; Garena generally doesn't grant other name change requests.
3. If you would like to change your name for any reason, name changes are available in the store.

Can I transfer characters / my account?
1. Unfortunately, it is impossible to transfer ANYTHING between accounts under any circumstances. This includes, purchased unlocks, special skins, etc. Please be sure you upgrade accounts only when you are sure you wish to play on that server.

I get a certificate error
1. Your computer's clock my not be listing the correct date, Make sure you sync your computer to the actual date
2. Turn off Certificates in IE, IE Options > Advanced > Restore Advanced Settings, IE Options > Advanced > Uncheck "Check for server certificate authentication"
3. Make sure your Windows Settings are properly configured.
4. Update your Internet Explorer, or if you have a more updated version of Internet Explorer you may have to uncheck these settings instead: "Check for server certificate revocation," "Check for publisher's certificate revocation," "Warn about certificate address mismatch." Graphics Issues / Can't See Store, Etc.

Nothing shows up when I go into the store / I get a black screen
1. Restart your client
2. Check to make sure you have cookies enabled in your Internet Settings.
3. You need to have TLS 1.0 & SSL 3.0 enabled, in Control Panel -> Internet Options -> Advanced tab, all the way at the bottom
4. Reset your Internet Explorer Settings
5. Make sure you're not set to "Work Offline" mode in IE.
6. Update your Internet Explorer.

Store Purchase Issues

Says my store session has expired
1. Check to make sure you have cookies enabled

I bought something from the store but it failed/errored/double charged
1. Make a thread at the Support Section with any issues related to real money. Make sure to include your username, UID, IGN, when & what you bought and how you bought it.

I bought a champion and he/she/it is not showing up
1. There is a visual bug where after you purchase a character they may still appear grayed out even if they are selectable. When you go into champion select, make sure your filter is set to All and try clicking on the picture.
2. Sometimes the system also takes a little while to update. Try logging out and coming back in to see if the champion becomes available.
4. If you've waited a while and for sure can't select the champion, please make a thread about it in the Support Section.

My Prepaid Credit/Debit Card did not work for my purchase
1. Visa/Mastercard require you to register your prepaid card before you can make online purchases. Registration should be available at your card provider's website.

I can't purchase anything with Paypal
1. Hit the Tab button twice then hit your Spacebar
2. Clear out your Internet Explorer Cache and Browsing History.

I want to install a custom skin but I am afraid
1. Be afraid, modifying game files can cause your client to freeze.

I would like a refund
1. Refunds are not able to be provided for most purchases.
2. For all issues with specific purchases, please make a thread about it in the Support Section.

Before I enter a match, everything goes black/game doesn't start
1. Your graphics card might not support Shader 2.0 - I.E. get a new graphics card
2. Make sure your computer meets the Minimum Requirements
3. Make sure your display settings are set properly.
4. If you can't get in, you can also change your resolution out of game.

After Champion Select, the game crashes
1. Did you copy someone else's install? You need to re-install the game.
2. Double check your Firewall, Ports and Anti-Virus settings.
3. Click here to update your DirectX.
4. Did you recently use System Restore? - You probably need to re-install.

I get an "Out of Range Error" when starting a match
1. Make sure your resolution is set properly.

I get a Shader Model 2.0 or Direct3D Error
1. You do not have the correct graphics cards drivers installed, please, re-install or update your drivers.
2. You need to update your DirectX.

Queue Is Taking Forever
1. Let it sit for at least 5 minutes, more if you're higher ELO
2. Try restarting the Queue
3. Server may be doing an update or having issues, try playing a practice game. Title said game "Queue Hurts My Wookie"

In Game Graphics Issues

Players Jump Around / Go fast
1. Should be resolved, if not you have an AMD and can set the affinity of the game to use 1 CPU
2. Right click on the League of Legends process (not the launcher) in the Task Manager while the game is running and click set affinity and select only one CPU. You'll need to do that every time.

I can't see the ground / My terrain flickers / I get artifacts on the terrain
1. In your in-game graphics settings, try enabling "Fast Terrain"
2. If already enabled, try disabling.

I'm a left hander / How do I use the keypad?
You can add these to [GameEvents] (add it if it doesn't exist) to input.ini file (default location, C:\Garena Plus\Apps\lolph\Game\DATA\CFG\defaults)
evtScrollUp = [Num8]
evtScrollDown =[Num2]
evtScrollLeft = [Num4]
evtScrollRight = [Num6]

FPS Issues In Game

I have bad FPS in game
1. Lower your in-game graphics settings, especially shadows.
2. Turn off your graphics card's Vertical Sync (V-Sync).
3. Make sure all of your 3D graphics settings in your (nVidia control panel/catalyst control center) are set to "application controlled."
4. Set your LoL PH Client to low priority while running the game.
5. Force close your client (note you will have to relog after each game if you do this)
6. Turn off background programs and processes that could be using resources, especially virus scans
7. Update your Adobe AIR
8. Try out Razer Game Booster
9. Defrag your computer
10. Re-install League of Legends PH
11. Make sure your run an anti-virus or anti-spyware scan with a fully up-to-date and reputable protection program.
12. Set your virtual memory/page file to at least 2gb, set the minimum to equal the max.
13. Manually set your fan speed and video card settings with RivaTuner.
14. Check to see if you meet the Recommended Requirements.
15. Make sure your computer is not overheating. Check your Video Card, CPU and Memory temperatures while in game. This is by far the most common FPS problem we see, especially in laptops.
16. Make sure your Video Card Drivers are up to Date.
17. Try running a stress test on your video card, processor and memory (different programs are used for different hardware (example: 3dMark for video cards, MemTest86+ for RAM)

The mouse pointer / menus are slow
1. You have an integrated graphics card which doesn't run as well.
2. Turn off any running anti-virus scan or other program using lots of resources.

Lag (Latency) and Disconnection Issues In Game

I lag in game
1. Turn off other downloading / streaming
2. Power Cycle (restart) your modem and router
3. Try plugging directly into your modem if you use a router.
4. Disable Peer-2-Peer transfers in the patcher (gears icon top right, save settings, restart PC)
5. Uninstall Pando Media Booster (Control Panel, Add/Remove Programs)
6. Re-install your network card drivers.
7. Run the ICSI Netalyzr, post in the forums with your results/issue
8. Check with your ISP about issues / blocking

I always get disconnected in the middle of the game
1. Well, try reconnecting they still need you!!!
2. Check to see if you can still get online somewhere else.
3. Check your router settings or try plugging directly into your modem.

I'm still connected, but I can no longer move or do anything
1. Disconnect and reconnect to the game, you may have to shut down the client.

I got disconnected and have Game Still In Progress, but can't reconnect
1. Wait 20-30 seconds and try again
2. The server may have crashed in which case everything's going to be borked for a little bit. Come back in an hour and try again.

Ranked Play

Why am I getting 1-5 LP for a win, but losing way more for a loss?
1. This is known as clamping, and occurs when you're up for a Tier promotion but your MMR is far lower than expected.

I won a game but lost LP / I lost a game but still gained LP
1. This is a visual display bug that can occur when the LP system is delayed. You did not actually lose LP for a game you won, it's just showing a previous update, and you will still get your points as normal.

Leaver Issues / Disconnects / Bad Players

I got a BugSplat Error
1. BugSplat is Riot's critical and compatibility error reporting tool. It's used to identify game conflicts with your specific system.
2. Unfortunately, this means that these issues happen on a case-by-case basis and it's hard to offer a fix on the forums.
3. Some basic things to try include, updating your DirectX, Video Card Drivers, Microsoft Dot NET Frameworks, Windows Updates, Re-installing LoL PH.
4. As mentioned, because these issues are system specific they are difficult to address on the forums. If you need additional help please make sure you submit your BugSplat report, follow up with a thread in the Support Section and include your DxDiag report.

I have a leave, but it wasn't on purpose
1. The leave system was always intended to flag disconnects for any reason. Even if you didn't rage quit, you still get a leave.
2. If you acquired a leaver mark due to circumstances beyond your control, (including disconnections, game crashes, etc.) unfortunately it is not possible to remove leaver marks from individual player accounts.

I was banned what do I do?
1. There are several types of bans ranging from temporary suspensions to permanent account bans, you should automatically receive an e-mail with ban information and terms if this occurs.
2. If you want to find out more or feel you have been unjustly banned, please make a thread in the Support Section.

Post Game Issues

I didn't get any IP from the game I played
1. Were you playing a practice (custom) game? After too many custom games in a short period will greatly reduce or eliminate IP or XP from those game types.
2. Make a thread in the Support Section with your username, UID, IGN, when you played and what happened.

My game crashes after I finish a match / It says I'm still in game
1. If you're in Vista or Windows 7 it may have just minimized, also a known issue
2. You may need more system resources (RAM). You should have at least 2 gigs
3. Avoid clicking the "Skip Waiting for Stats" button, or give the server time to synchronize


Newbie Gamer
Nov 4, 2018
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For those players having issue with "Out of Range Issue", "Black Screen on Loading Screen" kindly refer to guide below to fix this issue.
  • Press "Alt+Enter" together when on the black screen
  • Go to your LoL Folder Browse to C:\Program Files\GarenaLoLPH\GameData\Apps\LoLPH\Game\Config and open "Game.cfg" in notepad
  • Find this line: WindowMode=X
  • Change the "X" to 2. IE: WindowMode=2
  • Save this, then launch a custom game


Newbie Gamer
Nov 4, 2018
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Possible solution to the "Can not find expected build; please try again" issue

If running the manual patch and selecting the folder location still gives you the same error, you can do the other way around:

1.) Open your Garena PC, and open the LoL window.
2.) Click the small wrench icon at the bottom left corner.
3.) Select the "Manual Patch" option.
4.) Then locate your manual patch file.

It should be able to run the manual patch without any issues. Hope this will help.