# Troubleshooting
## Packet capture (pcap) is likely not working properly; my list progress won't update, TC can't detect my gearset's stats from the game, etc.
{% hint style="warning" %}
Packet Capture breaks every time there is a patch that requires you to download an update to the game. If a patch has recently happened, please allow us some time to update Teamcraft so that Packet Capture can work again. To check the current status, please join our [Discord](https://discord.gg/r6qxt6P).
{% endhint %}
{% hint style="danger" %}
* [ ] **Attention PS4/PS5 players:**\
Packet capture (and therefore inventory tracking) does not work for the PS4/PS5, only on PC. Please use the web version of Teamcraft instead!
* [ ] **Attention Linux/Steam Deck players:**\
We are unable to officially support Linux, especially with the complex Windows and FFXIV-specific packet capture tools, and will not be able to provide support in the future due to inability to properly test this. We apologize for the inconvenience. Please use the web version of Teamcraft instead!
* [ ] **Are you actually using the Desktop App?**\
Packet capture (and therefore inventory tracking) only works on the desktop app. It will not work on the web version, and inventory information is only stored locally on your computer. Please make sure you have the latest version of the app [downloaded](https://ffxivteamcraft.com/desktop) and installed before trying to use packet capture.
{% endhint %}
{% hint style="warning" %}
* [ ] **Is the app updated?**\
Teamcraft needs to be on the latest version of the app for packet capture to work. If you are not up to date, please [update](https://ffxivteamcraft.com/desktop) before continuing.
* [ ] **Is packet capture actually enabled on your app?**\
Teamcraft should typically ask whether you want to enable packet capture upon first run, but if it did not, or you might have clicked past it, please check Settings > Desktop, and scroll down to the Packet Capture section. Ensure that **"Enable packet capture"** is turned on. If the section does not seem to exist, please check out [our instructions in case of false positives from your antivirus removing files from the install.](#current-issues-with-antivirus-false-positives)
* [ ] **Have you restarted Teamcraft?**\
As of version 8.0.12, packet capture no longer requires a client update to update Opcodes. Restarting Teamcraft can resolve issues related to this.
{% endhint %}
### If the above are true, please try the following.
{% hint style="info" %}
* [ ] **Open the console** by pressing `Ctrl-Shift-I` and clicking the `Console` tab. Then type\
`window.debugPackets = true;`\
Press `Enter`, and move in game/teleport to a new zone. Is there any output after the command says `true`? If there is output, congratulations; packet capture itself is working! However, if Teamcraft is still telling you that your inventory is outdated, it is likely something has broken with your character linking. Please see the section below about [fixing broken character links](#my-character-is-not-detected-appears-as-unknown-my-inventory-info-is-inaccurate-outdated-or-packet-c).
* [ ] **Still no output?**\
Are you using a VPN or a tool to lower your ping? This should broadly no longer have an impact, but please see [the section below for successfully using your VPN with Teamcraft](#i-am-using-a-vpn-and-some-portion-of-teamcraft-is-not-working.).
* [ ] **Teamcraft might be getting blocked by your antivirus**\
Some antivirus programs might attempt to block Teamcraft or its installer, out of an abundance of caution. Please try excluding the entire Teamcraft install folder in your antivirus. Teamcraft should be located at `%LocalAppData%\ffxiv-teamcraft\`.\
\
**This may have caused the download or installation of your installer to become corrupted**\
Since it is possible that the Teamcraft app may not have been installed properly due to this blocking, you may wish to [re-download and re-install Teamcraft to ensure all components have been installed properly](#i-believe-i-may-have-a-dirty-install-and-need-to-fully-remove-all-remnants-of-older-versions-of-team).\
\
**BitDefender** is a special case; one way to keep it from complaining is by whitelisting \
`%LocalAppData%\ffxiv-teamcraft\app-X.X.X\FFXIV Teamcraft.exe`\
This is unfortunately only temporary, as the path to the EXE file changes with every update because of how Squirrel Installer works.\
Another way to fix this permanently is, of course, to use another antivirus; BitDefender is triggered by Teamcraft's packet capture system because it calls the win32 api to inject a dll in the game process, which makes BitDefender react immediately.\
It doesn't check what's injected or how it's used -- injection = trigger -- which is overzealous and not best practices on their part.
* [ ] **Still not working. :(**\
Please try [this process](#i-believe-i-may-have-a-dirty-install-and-need-to-fully-remove-all-remnants-of-older-versions-of-team) to make sure that you don't have a dirty install with old files related to Teamcraft laying around mucking things up.
* [ ] **Still nothing. Am I hopeless?**\
Please post your `main.log` (can be found in `%AppData%\ffxiv-teamcraft\logs\`) and the most recent Deucalion session log (can be found in `%AppData%\deucalion`) in `#troubleshooting` on [the Teamcraft Discord server](https://discord.gg/r6qxt6P). We should be able to find what's wrong based on that.
* [ ] **My main.log said "tasklist is unknown"!**\
First, [make sure Powershell is fully updated](https://docs.microsoft.com/en-us/powershell/scripting/windows-powershell/install/installing-windows-powershell).\
Ensure that Powershell has been properly added to your PATH Variable:\
1\. Press the Windows key, search "env" and hit Enter\
2\. Click "Environment Variables" in the advanced tab \
3\. Under "**System Variables**", locate the `Path` entry\
4\. Click "New" and paste in `%SystemRoot%\system32\WindowsPowerShell\v1.0`\
5\. Click OK to confirm all this work, then try re-opening TC.
{% endhint %}
## My character is not detected/appears as "Unknown," my inventory info is inaccurate/outdated, or packet capture is working but my inventory still does not update properly.
### There is likely an issue with character linking on your desktop client.
{% hint style="danger" %}
You must have a Teamcraft account and be logged in to it to ensure that character linking works properly.
{% endhint %}
{% hint style="warning" %}
**If you are playing FFXIV using the Chinese client:**\
Please ensure that Teamcraft is pointed to the correct folder for your character data in Settings > Desktop > Inventory tracking, as this differs between the Global and China regions.
{% endhint %}
* [ ] Go to Settings > Desktop, then click the buttons to 'Reset ignored characters' and 'Reset linked characters'.
* [ ] Restart Teamcraft.
* [ ] Go to the General > Inventory page and click the button to "**Reset all inventories**".
* [ ] In game, open your saddlebag and use the game's Sort command on your inventory (you may use the Unsort command afterward if you prefer manually sorting your inventory). *Make sure at least one item moves.* This should trigger a popup to select your character in TC.
* [ ] Once your character has been selected, teleport to a new zone.
* [ ] Open all of your retainers, saddlebag, FC chest, etc. to ensure that all inventories are included and up to date.
{% hint style="info" %}
You MUST teleport to an entirely different zone than the one you are currently in -- for example, Limsa to Mor Dhona -- as this may not work properly if you merely use aethernet teleports within the same zone.
{% endhint %}
## I am using a VPN or other security tools such as an alternative antivirus, and some portion of Teamcraft is not working properly.
{% hint style="info" %}
### Teamcraft needs to see packets to parse them. Most VPNs hide packet contents for privacy, so Teamcraft isn't able to see them. Here are some suggestions for how to make some common VPNs cooperate with Teamcraft.
* **NordVPN:** NordVPN cannot work with Teamcraft if the Threat Protection features are active.\
Open NordVPN and click the gear in the top right to open settings. On the General tab, either disable Threat Protection, or add exceptions to it for `ffxivteamcraft.com` , `firestore.googleapis.com` , `firebaseio.com` , etc.
* **Mudfish:** Teamcraft will not work with the WFP feature enabled. Open Mudfish and navigate to Settings->Programs. The WFP feature should be disabled.
* **Mullvad:** Mullvad's AdBlocker feature will break the connection to the Teamcraft database. Open Mullvad and disable the ad blocking feature. Mullvad's website has good alternatives that won't break Teamcraft.
* **If your VPN is based on L2TP:** It should Just Work⢠in Teamcraft.
{% endhint %}
{% hint style="info" %}
**Kaspersky has sadly been blocking Firestore, which is Teamcraft's database, by default.**
One way this can be fixed is by whitelisting Firestore. Go to Kaspersky and [add](https://www.kaspersky.com.au/blog/kaspersky-add-exclusion/14765/) `https://firestore.googleapis.com/*` and `https://*.firebaseio.com/*` [to its whitelist.](https://www.kaspersky.com.au/blog/kaspersky-add-exclusion/14765/)
{% endhint %}
{% hint style="danger" %}
**BitDefender can cause Teamcraft to fail to install properly AND potentially lock down your FFXIV config files.**\
One way to keep it from complaining is by whitelisting \
`%LocalAppData%\ffxiv-teamcraft\app-X.X.X\FFXIV Teamcraft.exe`\
This is unfortunately **only temporary**, as the path to the EXE file changes with every update because of how Squirrel Installer works.\
Another way to fix this permanently is, of course, to use another antivirus; BitDefender is triggered by Teamcraft's packet capture system because it calls the win32 api to inject a dll in the game process, which makes BitDefender react immediately.\
It doesn't check what's injected or how it's used -- injection = trigger -- which is overzealous and not best practices on their part.
{% endhint %}
## My list isn't working.
* [ ] The first step here is to press the **Update list to latest Teamcraft Version** button at the top of the list page**.** A lot of issues will be resolved by this if the list was made in the past and certain features have changed. If this does not resolve your issue, see [I am still having an issue](#i-am-still-having-an-issue).
## I am unable to access the site at all. (Russia/Turkey/limited countries)
{% hint style="warning" %}
Sadly, certain countries appear to entirely block Firebase, our hosting solution for Teamcraft, so it may be the case that the only solution is to use a VPN to get around this.
{% endhint %}
{% hint style="info" %}
You may also wish to check the solutions for [VPNs interfering with Teamcraft functions](#i-am-using-a-vpn-or-other-security-tools-and-some-portion-of-teamcraft-is-not-working-properly.) or [the below guide for pages not loading properly](#teamcraft-guides-pages-only-load-the-headers-and-none-of-the-guides-or-other-pages-similarly-dont-lo).
{% endhint %}
## Teamcraft Guides pages only load the headers and none of the guides, or other pages on the main site similarly don't load most of their contents.
{% hint style="danger" %}
**Warning:**\
This process will log you out of Teamcraft, so please ensure you know your password to log back in. This process may also delete any offline lists you happen to already have (but if the entire site fails to load, there is likely not much you can do about that).
{% endhint %}
* [ ] **Clear site data/cookies for ffxivteamcraft.com**\
Please **click the lock icon** in your URL bar at the top of your browser (next to `ffxivteamcraft.com`) and perform a process like one of the following (three common browsers are listed, but processes should be fairly similar across assorted other browsers) to clear your site data for Teamcraft.
- Chrome: Click `Site settings`, then click the `Clear data` button near the top.
- Firefox: Click `Clear cookies and site data...`, then click `Remove` in the prompt.
- Edge: Click `Cookies`, then click `ffxivteamcraft.com` and click the `Remove` button.
{% hint style="info" %}
**If clearing site data was not enough to resolve your problem:**
* [ ] Please clear your browser's cache as well.
* [ ] Please investigate whether you may need to add exceptions to your [VPN](#i-am-using-a-vpn-or-other-security-tools-and-some-portion-of-teamcraft-is-not-working-properly.)/security software/antivirus/adblocker for the sites TC needs to work. You will wish to whitelist the following:
* [ ] `ffxivteamcraft.com`
* [ ] `firestore.googleapis.com`
* [ ] `*.firebaseio.com`
{% endhint %}
## I believe I may have a dirty install and need to fully remove all remnants of older versions of Teamcraft.
* [ ] **Back up any offline lists you wish to keep**\
This process will clear any offline lists you may have made. If you wish to back up a an offline list to your Teamcraft account, open the List itself and click the button near the top to 'Copy this list to your account'. If the list is partially complete, you may wish to instead use the 'Split this list' button, which will allow you to carry over only your incomplete items to the online version of the list.
* [ ] **Consider backing up your Desktop settings to make the reinstall more convenient**\
Go to Settings > General and scroll down to find the button to Export settings. You may scroll down to this again after you have reinstalled Teamcraft and Import settings.
* [ ] **Close all instances of Teamcraft**\
Open your Task Manager and please end all Teamcraft processes.
* [ ] **Clean up old Local files**\
Press `WIN+R` and type `%localappdata%`. Locate the `ffxiv-teamcraft` folder and delete it.
* [ ] **Clean up old Roaming files**\
Press `WIN+R` and type `%appdata%`. Locate the `ffxiv-teamcraft` folder and delete it.
* [ ] **Uninstall Teamcraft:** Please open `Control Panel\Programs\Programs and Features` and make sure that TC is not listed. If it is not listed, move on to the next step. If it is, please click it and click uninstall. It might fuss about the app not being able to be found; you may safely ignore this and click OK.
* [ ] **Restart Computer**\
Restart your computer just to be certain that no Teamcraft-related processes are running.
* [ ] **Download and Reinstall**\
[Download the latest version of the app and install it.](https://ffxivteamcraft.com/desktop)
## I am still having an issue.
At this point, you will likely need to make a bug report; this can be done on the [TC Discord server](https://discord.gg/r6qxt6P) in the `#troubleshooting` channel.
### How to open the console to help troubleshoot your issue
{% hint style="info" %}
To see the developer console for Teamcraft, press Ctrl+Shift+I and click the `Console` tab. Please **take a screenshot** of this so that you may paste it into Discord for more efficient troubleshooting!
{% endhint %}
### How to submit a bug report for Teamcraft: definitions
* [ ] **Issue:** A clear and concise description of what the bug is.
* [ ] **Steps to Reproduce:** A bug that can't be reproduced can't be fixed. Explain in detail, with numbered steps, what needs to be done to trigger the issue or bug you are experiencing. It may help to pretend that you are explaining it to a reader who is not familiar with FFXIV, or the Teamcraft app!
* [ ] **Expected Behavior:** A clear and concise description of what you expected to happen.
* [ ] **Software Version/Type:** Are you using the website or the desktop app? If the app, then which version? If the website, then which browser?
* [ ] **Additional Information:** Any additional context that can help diagnose the issue. The more info, the better!
* [ ] **Screenshots:** Please provide any screenshots you can of what is happening. Opening the console via CTRL + SHIFT + I and clicking the `Console` tab is often extremely useful to help us diagnose the issue. Discord allows you to attach multiple screenshots to one post if need be!
{% hint style="info" %}
For ease of reading, you will want to copy the template below into the `#troubleshooting` channel of the [Teamcraft Discord](https://discord.gg/r6qxt6P), and fill in your information next to the >:
{% endhint %}
### Bug Report Template
```
**Issue:**
>
**Steps to Reproduce:**
>
**Expected Behaviour:**
>
**Teamcraft Version - Browser / Desktop Client**
>
**Additional Information/Console:**
>
**Screenshots:**
```
## Current issues with antivirus false positives
### Your Teamcraft version from 11.3.11 onward may be being falsely flagged by your antivirus as malware. We hoped to have this fixed in 11.3.16, but it seems to still be periodically reoccurring with new versions.
{% hint style="info" %}
**There has never been any actual danger**; we simply got caught by some sort of automated heuristic detection that doesn't like how packet capture must work, because its behavior vaguely resembles what some malware does.
{% endhint %}
* [ ] I**n the event that Defender stops liking TC again** (as is currently the case at the time I write this section), please follow the troubleshooting directions below. That's not supposed to be happening, but Microsoft will be Microsoft. Apologies if that's the case, since it continues to be mostly out of our hands (but we're doing what we can).
{% hint style="info" %}
If you run the installer and get **"Installation has failed"** and a button to **"Open Setup log"**, this is STILL the antivirus issue above! Continue to follow the hints below!
{% endhint %}
{% hint style="info" %}
If your existing version of Teamcraft that you already had installed is still running, you may be experiencing the update taking an infinite amount of time to download. This will be due to your antivirus quietly blocking the automatic updater within Teamcraft, as the updater basically downloads the latest setup. **Please quit out of Teamcraft, and continue to follow the hints below!**
{% endhint %}
{% hint style="warning" %}
The instructions below are for **Microsoft Defender/Windows Security/Windows Defender**, the antivirus that is built into Windows and enabled by default on most PCs. If you are using a different antivirus solution, please review [our existing guides to checking settings and making exclusions for your specific antivirus](#i-am-using-a-vpn-or-other-security-tools-and-some-portion-of-teamcraft-is-not-working-properly). The steps below may still be helpful in resolving this issue, however!
{% endhint %}
* [ ] When attempting to download the setup, **Chrome or Edge (or other Chromium-based browsers) may attempt to block the download, as they believe the file to be suspicious**. This is normally a good thing, but in order to download Teamcraft while it is still misidentified as suspicious, you will want to follow [approximately these steps](https://www.howtogeek.com/785997/how-to-stop-google-chrome-from-blocking-downloads/) (from HowToGeek) to **TEMPORARILY disable the feature**. Once it's disabled, try to download the file again. Once you have successfully installed Teamcraft and all is working, please re-enable that feature, as it is *usually* helpful in keeping you safe.
* [ ] After downloading the setup, it's likely that **Windows Security/Windows Defender, or perhaps your own antivirus, will immediately mark the file as potential virus/malware.** This may sometimes mean that a warning pop-up happens in the corner of your screen, which it's easy to click on in order to continue with in Step 4 of this troubleshooting section.\
In many other cases, the file may be silently blocked. The setup may also fail to run, with a message stating that **"Installation has failed"** with a button to **"Open Setup Log"** (that log is typically not actually helpful for our troubleshooting, either).\
\
\
\
(If you do check the log and get confused by why it mentions Squirrel Updater and Discord or Microsoft Teams, that is because Squirrel Updater inexplicably puts all its installer logs in one file,. Teamcraft, as well as those other programs, use Squirrel Updater for automatic updates. This has nothing to do with your installations of any other programs!)
* [ ] **If you receive the above error about "installation has failed,"** you may try one simple fix for that (but it is unlikely to be sufficient on its own):\
1\. Right-click the Setup file\
2\. Select Properties\
3\. Search the bottom of the Properties window for an Unblock button, and click it\
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4\. Click the OK button at the bottom\
5\. Try to run Teamcraft again (but it is probably still being blocked by your antivirus... hurrah... Please continue with the rest of the troubleshooting below)
* [ ] It is highly likely that Windows has already marked the Setup as suspicious, so please open your Start Menu and search for **"Windows Security"**. When it is opened, you MAY see something like this image, indicating that installation of Teamcraft was blocked (the name of the detection and the file it claims contains the problem will likely differ, because it doesn't know what is wrong... because there is nothing wrong...):\
\
* [ ] You may instead see something like this, which doesn't even try to tell you that anything is wrong, or that any files were quarantined. How informative and helpful of Windows! We will have to go a bit deeper to investigate.\
\
* [ ] **Click on "Protection history"**, where you should see a recent detection that looks something like this, with a dropdown to **"Allow on device" or "Restore"** (or Block threat, or Quarantine, or Remove... but those are the opposite of what we want to do):\
\
{% hint style="warning" %}
When you have selected to **"Allow on device" or "Restore"** (depending on the display and your version of Windows), be sure to also **click the "Start actions"** button below them! If you do not, the restoration of the file/the allowing of the setup on the device will not go through.
{% endhint %}
* [ ] You may now **restart your computer, download the setup file again,** and hopefully this time it will run. However, until the dev and our helpful volunteer determine a way to keep this from happening, Windows Security may continue to complain repeatedly. To help avoid this behavior, which we know many users find annoying, **we will need to make an exception through Windows Security** until the false positive issue is resolved. Look toward the bottom of the Windows Security settings for the actual **"Virus & threat protection settings"**. Click on the **"Manage settings"** link as indicated below:\
\
* [ ] Scroll down the page that appears to **"Exclusions"**, then select **"Add or remove exclusions"**.\
\
* [ ] Add a **folder** exclusion for Teamcraft's install folder, `%LocalAppData%\ffxiv-teamcraft\` .\
\
\
\
By default, that folder is located at `C:\Users\[Username]\AppData\Local\ffxiv-teamcraft\` . So, depending on whether you've manually moved that folder (you would already know you did this, so please use the appropriate variable or input the moved folder), your exclusion will look something like this:\
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* [ ] Hopefully you are now able to run the setup and have the Teamcraft desktop app install properly, with all its features working! If you still receive an error like this when Teamcraft finally successfully opens...\
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... then unfortunately, it is likely that **the antivirus still "ate" files out of your installation**, meaning you did not get to complete the install properly, and it is now a "dirty install." **Follow** [**the instructions to ensure you get a clean install**](#i-believe-i-may-have-a-dirty-install-and-need-to-fully-remove-all-remnants-of-older-versions-of-team)**,** and keep an eye out just in case your antivirus decides to try to block the setup AGAIN.
* [ ] If you are still struggling after following all the steps above for this accursed antivirus false positive problem, **please reach out to us via the `#troubleshooting` channel on our** [**Discord**](https://discord.com/invite/r6qxt6P) for more personalized support! But this appears to resolve 90+% of cases. Thank you for your patience as we work to permanently resolve this issue!\