Having trouble playing, buying, or enjoying Age of Empires II: Definitive Edition? Not to worry! We’ve collected a list of issues and solutions here to help you get back to the game!

Use the links below to quickly jump to a section or a specific question on the page:

Known Issues & Solutions

Purchasing the Game

Download & Installation Issues

Game Issues

Technical Issues

Reporting An Issue

Additional Support Resources

 


Known Issues & Solutions

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Purchasing the Game

Age of Empires II: Definitive Edition on Windows 10

Make sure you are signed into your Windows 10 device with the account on which you want to own the game before making a purchase.

  • To check this, launch the Store app and select the photo icon at the top-right corner. If your account isn’t listed, you’ll need to sign out and sign in with the correct account.

To purchase the game:

  1. Open or download the Microsoft Store app.
  2. Search for Age of Empires II: Definitive Edition using the search bar at the top. Alternatively, you can visit this page if you are signed in with the correct account on the web.
  3. Click the Buy button and follow the steps to complete your purchase.

The Xbox app on Windows 10 allows you to integrate your Xbox account & settings while playing Age of Empire II: Definitive Edition. To launch the Xbox app:

  1. Press the Windows key and search for Xbox.
  2. Click the Xbox Console Companion app.
  3. Sign in with the same account you use to access Xbox Live to unlock achievements and gamerscore for the game.

For more information:

Subscribers to Xbox Game Pass for PC (Beta) will also be able to download and play both Age of Empires II: Definitive Edition and Age of Empires: Definitive Edition, so be sure to sign up and sign in if you want to access the PC Game Pass catalog of games.

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Age of Empires II: Definitive Edition on Steam

If you have a Steam account, you can also purchase and add Age of Empires II: Definitive Edition to your library on Steam.

Note that unlocking the game on Steam does not automatically unlock the game in the Windows Store, though both Steam and the Microsoft Store versions will be able to enjoy cross-network play as soon as you own either version of the game.

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How do I pre-order Age of Empires II on Steam if I am a beta participant?

Owners of Age of Empires (2013)—formerly known as Age of Empires HD—received a coupon in their Steam inventory that allows them to purchase Age of Empires II: Definitive Edition at the discounted price. This coupon is automatically applied to your purchase as you proceed through the checkout process.

  1. Visit the Age of Empires II: Definitive Edition store page.
  2. Pre-purchase the game by adding it to your cart.
  3. The coupon will be displayed and automatically reflected in the price.
  4. Click Purchase for myself to continue with the process.
  5. You will receive a warning that you are “purchasing a duplicate item.” You can ignore and bypass this by clicking Continue with purchase, when prompted.
  6. Complete your purchase to finish adding the Definitive Edition to your game library.

That’s it! The game will be available to download and play when it releases on November 14! Note that the discount coupon expires on November 14, when you will be able to purchase the Age of Empires II: Definitive Edition + Age of Empires II (2013) Bundle to receive the same discount without issue.

NOTE: Beta participants will need to opt-out of the Beta to play the release version of the game. You can do so by right-clicking the game in your Steam library and select Properties, click the BETAS tab, and then opt-out of the beta.

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What is the Enhanced Graphics Pack DLC?

The Enhanced Graphics Pack DLC is a free, optional collection of downloadable content that offers a special graphics option for players who are playing the game at resolutions higher than 1080p. It is not required to run the game, but is intended to provide a cosmetic overhaul for players with high-end machines.

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How do I download and enable the Enhanced Graphics Pack DLC?

The Enhanced Graphics Pack DLC is free to download on the Microsoft Store and Steam.

Note that your computer MUST meet the minimum specifications required to run the pack; failure to meet these requirements can result in crashes, disconnects, and other unfavorable results.

MINIMUM REQUIREMENTS

  • Requires a 64-bit processor and operating system
  • OS: Windows 10 64bit
  • Processor: 2.4 Ghz i5 or greater or AMD equivalent
  • Memory: 8 GB RAM
  • Graphics: Nvidia® GTX 650 or AMD HD 5850 or better
  • DirectX: Version 11
  • Storage: 30 GB available space

MICROSOFT STORE

  1. Press your Windows Key and search for “Store” or “Microsoft Store” to open the app.
  2. In the upper right corner, use the Search field to search for “Enhanced Graphics Pack DLC”.
  3. Click the DLC to open the Store page, and then click Get to add and download the DLC to your account.
  4. When it is finished downloading, launch Age of Empires II.
  5. Once in-game, open the Options menu.
  6. Click the Graphics tab.
  7. Check the Show Advanced Options box if it is not checked.
  8. Check the Enhanced Graphics (UHD) box to enable the DLC.

STEAM

  1. Open the Steam client.
  2. Search for “Age of Empires II: Definitive Edition” in the Store.
  3. On the Store page for the game, find the Content for this Game section.
  4. Find the Enhanced Graphics Pack DLC item in the list.
  5. Click on the item to visit the store page to add the DLC to your game.
  6. When it is finished downloading, launch Age of Empires II.
  7. Once in-game, open the Options menu.
  8. Click the Graphics tab.
  9. Check the Show Advanced Options box if it is not checked.
  10. Check the Enhanced Graphics (UHD) box to enable the DLC.

IMPORTANT: You may need to enable the DLC for it to work. Right-click on the game in your Steam library and select Properties, click the DLC tab, and then make sure the Enhanced Graphics Pack DLC is checked.

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I downloaded the Enhanced Graphics Pack DLC, but the in-game option to enable it is grayed out.

If your computer does not meet the minimum specifications to run the Enhanced Graphics Pack DLC, the option may remain disabled in the Options menu. Take a moment to verify that your system meets the minimum requirements to run the game—particularly the 8 GB of RAM needed to run the enhanced graphics.

In some cases, this issue canappear when the Enhanced Graphics Pack DLC did not download or update properly. Depending on the platform where you are playing, verifying or re-downloading the DLC may fix the issue.

🛠 STEAM USERS

🛠 MICROSOFT STORE USERS

Verify that the Enhanced Graphics Pack DLC is the same version number as your main game. You can do so by following these steps:

  1. Open the Microsoft Store.
  2. Click the [ . . . ] symbol next to your profile picture.
  3. Select Downloads and updates from the drop-down menu.

In the menu, you should be able to find both Age of Empires II: Definitive Edition and the Enhanced Graphics Pack DLC listed. If the version numbers are not the same, press the Get updates button to detect and download the latest updates. If you continue to see the issue in-game, take the time to uninstall and re-download the Enhanced Graphics Pack DLC:

  1. Press the Windows key and search for Add or remove programs.
  2. Click the Add or remove programs systems setting to open the list of apps on your computer.
  3. Find ‘Enhanced Graphics Pack DLC’ in the list.
  4. Click the game and click the Uninstall button.
  5. When your computer is done uninstalling the DLC, open the Microsoft Store.
  6. Search for Enhanced Graphics Pack DLC.
  7. Select and download the DLC.
  8. When it is finished, launch Age of Empires II:Definitive Edition.

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I experience visual errors (stretched textures, swapped models, etc.) in my game when using the Enhanced Graphics Pack DLC.

In most cases, this issue will appear when the Enhanced Graphics Pack DLC did not download or update properly. Depending on the platform where you are playing, verifying or re-downloading the DLC seems to fix the issue.

🛠 STEAM USERS

🛠 MICROSOFT STORE USERS

Verify that the Enhanced Graphics Pack DLC is the same version number as your main game. You can do so by following these steps:

  1. Open the Microsoft Store.
  2. Click the [ . . . ] symbol next to your profile picture.
  3. Select Downloads and updates from the drop-down menu.

In the menu, you should be able to find both Age of Empires II: Definitive Edition and the Enhanced Graphics Pack DLC listed. If the version numbers are not the same, press the Get updates button to detect and download the latest updates. If you continue to see the issue in-game, take the time to uninstall and re-download the Enhanced Graphics Pack DLC:

  1. Press the Windows key and search for Add or remove programs.
  2. Click the Add or remove programs systems setting to open the list of apps on your computer.
  3. Find ‘Enhanced Graphics Pack DLC’ in the list.
  4. Click the game and click the Uninstall button.
  5. When your computer is done uninstalling the DLC, open the Microsoft Store.
  6. Search for Enhanced Graphics Pack DLC.
  7. Select and download the DLC.
  8. When it is finished, launch Age of Empires II:Definitive Edition.

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Tips for Optimizing your Age of Empires Experience

To get the most enjoyment out of your Age of Empires game, visit our optimization article for tips and tricks on how to improve your game performance and experience.

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Download & Installation Issues

How do I download Age of Empires II: Definitive Edition?

Depending on where you purchased the game, follow the instructions below to download (or download updates for) the game. Note that you will only be able to download and play the game when it releases on November 14, 2019.

▪ MS STORE ▪

To download or update the game in the Microsoft Store:

  1. Press your Windows Key and search for “Store” or “Microsoft Store” to find and open the app.
  2. Make sure you are signed in with the account that owns Age of Empires II: Definitive Edition.
  3. Click the [ ∙ ∙ ∙ ] symbol next to your profile picture.
  4. Select Downloads and updates.
  5. Press the Get updates button to automatically detect, download, and install the latest changes to your game!
  6. Let the Store download Age of Empires II: Definitive Edition.

Once your download is complete, you will be able to search for your game in the Windows Start menu or listed under My Library in the Windows Store. You can also create a shortcut to access and launch the game from anywhere on your computer.

▪ STEAM ▪

To download or update the game in the Steam client:

  1. Open the Steam client. 
  2. Click on Library to see your games list.
  3. Click Downloads at the bottom of the Library window.
  4. [If the new build does not download automatically,] click the button to manually download the new update.

By default, Steam will automatically keep your game updated whenever a new build is released. You can click on LIBRARY > GAMES to search for and launch your game when it is available.

If you’ve disabled auto-updates, you can also click LIBRARY > GAMES > Downloads to view your download queue and prioritize Age of Empires II: Definitive Edition above other games in your library.

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How do I move my game to a different hard drive?

Depending on the platform you are using (Microsoft Store or Steam), moving your game’s installation location will require different steps.

Note that your Save files, Recorded Games, and Crash Reports will still save to your C: drive, and MUST remain there to be accessible in-game.

🛠 MICROSOFT STORE

  1. Press the Windows key and search for Apps & features.
  2. Select Age of Empires II: Definitive Edition.
  3. Click the Move button.
  4. Choose a new drive from the drop-down menu.
  5. Click Move to automatically move the game to a new home.

🛠 STEAM

  1. First, you’ll need to make a Steam library folder on the second drive.
  2. Click Steam > Settings, and then select the Downloads category.
  3. Click the Steam Library Folders button, and then Add Library Folder.
  4. Select the drive where you want to create a new Steam library folder, name it, and click OK to create the new folder.
  5. Now navigate to your games Library.
  6. Right-click on the game you want to move and select Properties.
  7. Click the Local Files tab, and then the Move Install Folder button.
  8. Select the new folder and click the Move Folder button.
  9. Steam will automatically move the game’s files to the new library location.

Note that moving your game off the C: drive may result in performance issues. If you notice a negative impact on your game, consider moving it back to your primary hard drive.

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Windows Store: The install button is grayed out when trying to download the game.

This issue usually denotes one of two problems:

  • Your computer does not meet the minimum specifications to run the game.
  • There is an issue with the Microsoft Store app.

If your computer meets all the necessary hardware specifications, you can try working through the following troubleshooting steps to try and address the problem:

🛠 Check to see if the Install button works despite the visual error.
🛠 Check for pending Windows updates. Verify that there are not any pending Windows updates. While you may be on an up-to-date version of the OS, there may be essential application updates waiting to install. Be sure to restart your device after installing any updates.
🛠 Check that the Microsoft Gaming Extension is up to date. Take the time to manually update the Microsoft Gaming Services extension to ensure you have the latest files.
🛠 Verify that you can download other applications. Find a free gaming app on the Windows Store, such as Solitaire. Download and install the app, then re-attempt to download Age of Empires II: Definitive Edition.
🛠 Reset the Windows Store App. You can find instructions on how to do so HERE.
🛠 Run the Windows Store App troubleshooter. You can find instructions on how to do so HERE.
🛠 Use the System File Checker to repair the Windows Store. You can find instructions on how to do so HERE.

If you continue to experience issues after running through all of the above steps, please contact the Microsoft Store Support Team.

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Windows Store: The game download gets stuck partway through—displaying as partially complete or complete—but the 'Install' button never changes to the 'Play' button.

This is often due to an error or corruption in the installation of the Windows Store. Resetting your Windows store app usually works, though sometimes takes multiple tries:

🛠 Verify that you have enough storage space to download and install the game. You will need at least 30 GB of hard disk space to install the full game.
🛠 Check for pending Windows updates. Verify that there are not any pending Windows updates. While you may be on an up-to-date version of the OS, there may be essential application updates waiting to install. Be sure to restart your device after installing any updates.
🛠 Reset the Windows Store App.
 You can find instructions on how to do so HERE.
🛠 Restart your machine. Make sure you reboot your machine before trying to download the game again.

If you continue to experience issues after running through all of the above steps, please contact the Microsoft Store Support Team.

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Windows Store: I receive an error and cannot click the install button: 'You must be an Administrator.'

If you encounter this error, there are several troubleshooting steps you can work through to try and address the problem:

🛠 Check to see if the Install button works despite the visual error.
🛠 Check for pending Windows updates. Verify that there are not any pending Windows updates. While you may be on an up-to-date version of the OS, there may be essential application updates waiting to install. Be sure to restart your device after installing any updates.
🛠 Reset the Windows Store App. You can find instructions on how to do so HERE.
🛠 Run the Windows Store App troubleshooter. You can find instructions on how to do so HERE.
🛠 Use the System File Checker to repair Windows Store. You can find instructions on how to do so HERE.
🛠 Restart your machine multiple times. It may take several restarts to finish identifying and installing a critical update. Try restarting your machine to recognize any new or missing updates.

If you continue to experience issues after running through all of the above steps, please contact the Microsoft Store Support Team.

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Windows Store: I receive an error when trying to download the game: 'Try again later. Something has happened on our end.'

This error message is usually attributed to an error or issue with your Windows Store installation. There are several troubleshooting steps you can follow to try and address the problem:

🛠 Check for pending Windows updates. Verify that there are not any pending Windows updates. While you may be on an up-to-date version of the OS, there may be essential application updates waiting to install. Be sure to restart your device after installing any updates.
🛠 Reset the Windows Store App. You can find instructions on how to do so HERE.
🛠 Run the Windows Store App troubleshooter. You can find instructions on how to do so HERE.
🛠 Use the System File Checker to repair Windows Store. You can find instructions on how to do so HERE.
🛠 Use Powershell to Repair or Reinstall the Windows Store app. You can find instructions on how to do so HERE.
🛠 Restart your machine multiple times. It may take several restarts to finish identifying and installing a critical update. Try restarting your machine to recognize any new or missing updates.

If you continue to experience issues after running through all of the above steps, please contact the Microsoft Store Support Team.

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Windows Store: I receive an error when trying to install the game: 'Error 0x80070005'

This error is often attributed to issues with your internet connection. There are several troubleshooting steps you can follow to try and address the problem:

🛠 If you are using a VPN, disable it before downloading the game.
🛠 If you are using a Wi-Fi internet connection, switching to an LTE or hard-wired connection.
This will help ensure that you are on a stable internet connection throughout the download and installation process.
🛠 Use the System File Checker to repair Windows Store. 
You can find instructions on how to do so HERE.

If you continue to experience issues after running through all of the above steps, please contact the Microsoft Store Support Team.

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How often does Age of Empires II: Definitive Edition receive patches and updates?

Our goal is to provide continued support for the game: including bug fixes, performance improvements, and even quality of life features as they’re built and tested. You can follow our social channels for updates and more details about what you can look forward to in the future:

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Game Issues

How do I play cross-platform with my friends?

Whether you purchased Age of Empires II: Definitive Edition on the Microsoft Store or Steam, you will be able to create and play multiplayer matches with each other regardless of your platform. All you need to do is create a multiplayer lobby for it to show up in the universal game lobby.

If, for some reason, you cannot see your friends’ lobbies, be sure of the following:

  • That you are all on the same game build. If an update was released recently, you will need to be on the same game build to play with your friends.
  • Make sure your local or campus firewall is not blocking connections. Make sure the game is whitelisted so it doesn’t get blocked in the matchmaking lobby.
  • Make sure you have both enabled crossplay. In your game options, select the Game tab and make sure that the Enable Crossplay box is checked for both players.

Depending on your firewall software, you can search for how to add a game to your whitelist or as an exception. Here is how you can whitelist a game when using the base Windows or Mac OS X firewall:

WINDOWS 10

  1. Press the Windows key and type Firewall.
  2. Click on the Firewall & network protection setting.
  3. Click the Allow an app through firewall link at the bottom of the window. The Allowed App window will pop up.
  4. Click the Change settings button to add a new app to the list.
  5. Check the boxes next to the apps or programs you want to allow through the Windows firewall. For each app, be sure to check the boxes next to the type of network that you’re using—i.e. whether you are on a public or private network.
  6. Click OK to save your new settings.

MAC OS X

  1. Open System Preferences.
  2. Click the Security or Security & Privacy.
  3. Select the Firewall.
  4. Click the lock icon in the preference pane, then enter an administrator name and password.
  5. Click the Firewall Options button.
  6. Click the Add Application (+).
  7. Find and select the game to allow incoming connection privileges.
  8. Click Add.
  9. Click OK.

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How do I join a multiplayer match in Age of Empires II: Definitive Edition?

There are a few ways to join a multiplayer match in Age of Empires II: Definitive Edition, depending on the type of game you’d like to play:

MULTIPLAYER (VS. PLAYERS)

If you want to play alongside or against human opponents, you will want to setup or join a Multiplayer lobby. You can see all available match lobbies by clicking the Multiplayer shield. This will automatically take you to the Lobby Browser where you can view, join, or even create a game. You can also click the other tabs to view other game modes and options:

  • Ranked: Allows you to play in a ranked match against players invited to your game.
  • Lobby Browser: Lists all available unranked match lobbies.
  • Spectate Games: Lists matches where you can spectate and learn from other players.
  • Clans: Provides a list of clans, invites to clans, and allows you to create a clan for you and your friends.
  • Leaderboard: Displays multiplayer leaderboards and rankings based on different game modes.
  • Profile: Allows you to view and edit your multiplayer profile.

To create a new match of your own, check out the section below!

STANDARD GAME (VS. AI)

If you want to play a match exclusively against AI players, you can setup a Standard Game. Click the Standard Game shield to open the match creation screen, set your settings, and then click Start Game to begin your match.

Here are the settings available to you in a Standard Game:

  • Data Mod determines whether you want to play the base Age of Empires II dataset, or whether you want to use a community-created dataset from the workshop.
  • Game Mode determines what type of scenario you want to play as a multiplayer match. This also determines what other settings are available for you to choose.
  • Map Style determines the type of map on which you play.
  • Location lets you choose the layout of resources, land, and water for the map you play.
  • Map Size determines the distance between players at the start of the game.
  • AI Difficulty sets the skill level of computer-controlled opponents.
  • Resources determines the amount of wood, food, stone, and gold in each player’s stockpile when the game begins.
  • Population determines the maximum number of units each player can create at any given time. (Note that higher numbers may have an adverse impact on game performance.)
  • Game Speed determines the how fast units move and game time elapses.
  • Reveal Map changes how much of the map is revealed at the start of the game.
  • Starting Age sets the age in which the game starts for all players.
  • Ending Age determines the maximum age to which players can progress.
  • Treaty Length prevents players from attacking each other for a set amount of time at the start of the game.
  • Victory determines the victory condition that must be achieved to win the match.
  • Time sets a maximum time limit for the game, after which time the score determines the winner.
  • Lock Teams prevents players from changing teams after the game starts.
  • Team Together determines whether teammates are adjacent to each other or randomly placed on the map.
  • Team Positions uses the player color to determine a player’s position on the map.
  • Shared Exploration determines whether allies benefit from a shared line of sight.
  • Lock Speed determines whether players can change the game speed after the match begins.
  • Allow Cheats determines whether cheat codes can be used during the match.
  • Turbo Mode speeds up the production of units, resource gathering, building, and other aspects of the game.
  • Full Tech Tree determines whether each civilization maintains a unique bonus or gains the benefits of all technologies and units.
  • Record Game allows you to record a game for posterity.

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How do I create a multiplayer match in Age of Empires II: Definitive Edition?

As soon as you launch Age of Empires II: Definitive Edition, click the Multiplayer shield at the top of the home screen. This will take you to the Lobby Browser, where you can join another player’s lobby or create your own. To start a multiplayer lobby:

  1. Click Create Lobby.
  2. Name your lobby and then set the settings for your lobby:
    • Visibility determines who can see your lobby in the Lobby Browser.
    • Players determines how many human or AI opponents you want to play with.
    • Password requires anyone entering your lobby to know the password.
    • Allow Spectators determines whether you will allow anyone to watch your match as you play.
    • Hide Civilizations will hide player civilization choices until the match begins.
    • Spectator Delay determines how long spectators must wait before they can view your match.
    • Server determines the region where your match will be hosted.
    • Data Mod determines which mods (if any) you want to play with.
  3. Click the Create Lobby button again to finish creating your lobby.
  4. You can now set additional settings for your match while you wait for players to join:
    • Game Mode determines what type of scenario you want to play as a multiplayer match. This also determines what other settings are available for you to choose.
    • Map Style determines the type of map on which you play.
    • Location lets you choose the layout of resources, land, and water for the map you play.
    • Map Size determines the distance between players at the start of the match.
    • AI Difficulty sets the skill level of computer-controlled opponents.
    • Resources determines the amount of wood, food, stone, and gold in each player’s stockpile when the match begins.
    • Population determines the maximum number of units each player can create at any given time. (Note that higher numbers may have an adverse impact on game performance.)
    • Game Speed determines the how fast units move and match time elapses.
    • Reveal Map changes how much of the map is revealed at the start of the match.
    • Starting Age sets the age in which the match starts for all players.
    • Ending Age determines the maximum age to which players can progress during the match.
    • Treaty Length prevents players from attacking each other for a set amount of time at the start of the match.
    • Victory determines the victory condition that must be achieved to win the match.
    • Time sets a maximum time limit for the match, after which time the score determines the winner.
    • Lock Teams prevents players from changing teams after the match starts.
    • Team Together determines whether teammates are adjacent to each other or randomly placed on the map.
    • Team Positions uses the player color to determine a player’s position on the map.
    • Shared Exploration determines whether allies benefit from a shared line of sight.
    • Lock Speed determines whether players can change the match speed after the match begins.
    • Allow Cheats determines whether cheat codes can be used during the match.
    • Turbo Mode speeds up the production of units, resource gathering, building, and other aspects of the match.
    • All Technologies determines whether each civilization maintains a unique bonus or gains the benefits of all technologies and units.
    • Record Game allows you to record a match for posterity.
  5. Once all the Open slots are filled and everyone has readied up, click Start Game to begin the match.

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How do I read the Connection Quality indicator, and what does it mean?
The Connection Quality indicator highlights which servers are the most responsive to your machine’s connection. The color next to the server name indicates the overall quality of the connection:

  • GREEN is the BEST quality connection and you can expect a very responsive game.
  • YELLOW is a GOOD connection, though you might feel some delay between issuing a command and seeing it executed.
  • RED is a POOR connection and you can expect a noticeable delay along with potential game stuttering and brief pauses as your connection is interrupted.

You’ll also notice a numerical value next to each server name, which represents the expected ping response of each server. The numbers on the Connection Quality indicator may seem higher than a traditional ping. This is because that number takes into account the time it takes for a message to get to the server and back, plus the time it takes the server and game to respond to the message and generate output back to your machine. You can think of this as the average time it takes between when you issue a command in game, and when that command is carried out.

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I'm having trouble connecting to a LAN match with my friends.

If you are having trouble connecting to LAN games, go to your firewall settings and allow incoming communication on TCP Port 8888, as well as Port 3478 (UDP & TCP) and Port 5222 (UDP & TCP).

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I cannot access my downloaded mods; what do I do?

If you’ve downloaded one or more mods but cannot see them in-game, try working through the following steps:

  1. Exit the game if it is running.
  2. Search your computer for the Xbox Console Companion app.
  3. Sign into the app using your free Xbox Live game account.
  4. Launch the game.
  5. Sign into Xbox Live using your account.
  6. You may receive a User Privilege error. The game will work to sync with the cloud, so give it time to recover.

Players have reported that this allows them to access multiplayer and their mods. If it does not work, please post about the issue on the official forum.

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As a Steam user, how does signing into Xbox Live change my experience?

While you are not required to sign in with Xbox Live if you are playing the Steam version of the game, you will eventually receive exclusive benefits by doing so.

We’ll provide more information as these systems come online.

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Technical Issues

The game crashes shortly after it launches or when trying to start a game.

There are several potential workarounds to this issue. Please work through the following steps to see if they fix the problem:

🛠 Ensure that your computer meets the minimum requirements to play the game.
A majority of crashes upon launching the game can be attributed to playing on a PC that does not meet the recommended requirements. Ensure that your system meets the minimum system requirements to run the game. This includes checking your version of Windows 10. If you need to update your version of Windows 10, you can follow the instructions here.

🛠 Update your display drivers.
If you are playing on old or outdated display drivers, you may encounter issues when trying to launch and play any game. You can check what video card and drivers you are running using the DxDiag command. Once you know what hardware you’re using, you can download the appropriate drivers from the web:

🛠 Check your antivirus settings.
Some antivirus programs may prevent the game from launching. Check your antivirus settings to make sure Age of Empires II: Definitive Edition is not being blocked.

  • Add the game to any whitelist feature in your antivirus program. (Note: some antivirus programs may remove the game from the whitelist when it is updated. Double check that the game is still on your whitelist!)

Here are a few particular antivirus programs with known conflicts, as well as resolution steps for each:

  • Avast: Age of Empires II: Definitive Edition must be added to the program’s whitelist. Steps can be found here.
  • AVG: Age of Empires II: Definitive Edition must be added to the program’s whitelist. Steps can be found here.
  • Bitdefender: Age of Empires II: Definitive Edition must be added to the program’s whitelist. Steps can be found here.
  • Comodo: disable shellcode injection detection.
  • F-secure: Age of Empires II: Definitive Edition must be added to the program’s whitelist.
  • Trend Micro: Age of Empires II: Definitive Edition must be added to the program’s whitelist. Steps can be found here.

If the antivirus requires you to target the game files through “Browse…”, the default file path will be:

  • Steam: Program Files (x86)SteamsteamappscommonAoE2DEAoE2DE_S.exe
  • Windows Store: Program FilesWindowsAppsMicrosoft.MSPhoenix_101.101.32508.0_x64__8wekyb3d8bbweAoE2DE.exe

🛠 Manually update Microsoft Visual C++ Redistributables and restart your machine.
Make sure you have all the necessary files to run the game. You can find the latest visual studio files here.

🛠 MICROSOFT STORE: Run the Windows 10 Store App Troubleshooter.
You can run the Windows 10 Store App Troubleshooter to identify and address many different issues with Windows. You can find it here.

🛠 STEAM: Verify the integrity of the game files.
Follow the steps to  verify the integrity of your game files. Once this is done, re-launch the game and verify that the issue is fixed.

🛠 STEAM: Open the game directly instead of through the Steam client.
Doing so may change your error message, which can help you better-diagnose the root of the issue.

🛠 Disconnect additional monitors.
If you are able to launch the game after doing so, change the game to Windowed mode in the game settings and then reconnect the monitors.

🛠 Uninstall and reinstall Age of Empires II: Definitive Edition.
If you were able to install the game successfully but still encounter crashes in the game, please reinstall the app using these instructions.

🛠 Move the app to a different drive.
For some users, crashes may be attributed to low disk space on the drive where the game is installed. Freeing up space on that drive or moving the game to a different drive will provide additional virtual memory to run the game.

To move your game to a different drive, follow these steps:

  1. Press the Windows key and search for Apps & features.
  2. Select Age of Empires II: Definitive Edition.
  3. Click the Move button.
  4. Choose a new drive from the drop-down menu.
  5. Click Move to automatically move the game to a new home.

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I receive an error when trying to log into Xbox Live: 'Error 0x8015DC0B'

This error can appear for Windows Store and Steam users when trying to log into Xbox Live. There are two known causes:

  • The Xbox Live service is currently unavailable
  • You appear to be in a region where the service is not available

If you purchased the game or are playing using a VPN, you will not be able to access Xbox Live and any of the associated multiplayer features if you are playing in a region that is not supported by Xbox Live services.

Additional details can be found in this article.

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I am unable to connect to Xbox Live.

If you are unable to connect to Xbox Live, your antivirus or firewall may be preventing you from accessing the online service.

🛠 Disable your antivirus and firewall.
Try disabling your antivirus program and firewall and re-launching the game. Make sure the program is not running in the background.

🛠 If you are still unable to connect, uninstall the game, restart your machine, and then reinstall game.
Some antivirus programs can also interfere with the installation of the game files. Try reinstalling the game before trying to play again.


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I am unable to connect to Steam.

If you are unable to connect to Steam, your antivirus or firewall may be preventing you from accessing the online service.

🛠 Disable your antivirus and firewall.
Try disabling your antivirus program and firewall and re-launching the game. Make sure the program is not running in the background.

Additional troubleshooting steps can be found on the Steam forum.

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I cannot play online, I receive a 'User Privilege Error!'
The User Privilege Error may occur if your game launches in ‘Offline’ mode or if you have certain settings disabled on your Xbox Live profile. This error may also gray-out the Multiplayer icon on the Main Menu.

Example error message:

🛠 Check your Internet Connection.
If the game was unable to connect to the internet during launch, then it respond as if you are offline. Check that your machine is connected to the internet before you launch the game.

🛠 Disable your antivirus and firewall.
Try disabling your antivirus program and firewall and re-launching the game. Make sure the program is not running in the background.

🛠 Microsoft Store: Sign In to Xbox Live Before Launch.
For Microsoft Store users, if the game is unable to connect to Xbox Live services, you may get this error. Please try completing login to Xbox Live using the button in the top-right on the Main Menu. Then close the game, wait a few minutes, and relaunch the game.

🛠 Microsoft Store: Check Your Xbox Live Permissions.
For Microsoft Store users, your Xbox Live settings can block certain aspects of the game. Please login to Xbox Live, go to your Xbox Live profile, click Privacy Settings and verify the following sections:

    • You can see and upload community creations – Please set this to “Everyone”. If it is set to “Friends” then you will only be able to play Multiplayer games when your friends invite you to the match.
    • You can join multiplayer games – Please set to “Allow”.

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I receive an error when launching the game: 'Microsoft Visual C++ Runtime Library. Assertion failed!'

If you encounter a runtime error when launching the game, work your way through the following troubleshooting steps to see if they address the problem:

🛠 Manually update Microsoft Visual C++ Redistributables and restart your machine. You can find these files HERE.
🛠 Update or disable your audio drivers. Some audio drivers, such as Nahimic and Alienware Sound Center, may interfere with the game. Try disabling your audio drivers before launching the game.
🛠 Disable Avast antivirus, uninstall the game, restart your machine, and then reinstall game. Some antivirus programs can interfere with the installation of the game files. Try disabling your antivirus program and reinstalling the game before trying to play.

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Windows Store: Clicking 'Install' or 'Play' redirects to the Microsoft Gaming Services app rather than downloading or launching the game.

This may be related to corrupt or missing files needed to run the Windows Store. Users have reported the following solutions to address the issue:

🛠 Manually update Microsoft Visual C++ Redistributables and restart your machine. You can find these files HERE.
🛠 Disable Avast antivirus, uninstall the game, restart your machine, and then reinstall game. Some antivirus programs can interfere with the installation of the game files. Try disabling your antivirus program and reinstalling the game before trying to play.
🛠 Reset the Windows Store App. You can find instructions on how to do so HERE.

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Windows Store: I receive an error when launching the game: 'This app can't open.' Returning to the store page shows the 'Reinstall' rather than 'Play' button.

Though the download appears to complete, an antivirus or firewall program may have quarantined one or more game files during the installation process. Disabling your antivirus program during the installation process usually addresses this issue:

🛠 Disable Avast antivirus, uninstall the game, restart your machine, and then reinstall game. Try disabling your antivirus program and reinstalling the game before trying to play.

The most common offenders are AVG and Avast antivirus, though we encourage you to try the above solution whenever you encounter this issue.

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I receive an error when launching the game from a shortcut: 'AoE2DE.exe — System Failure'

This error can manifest in several ways depending on the platform and method of launching your game:

      • When launching the game via the Windows Store, it fails to launch.
      • When launching the game via Steam, a message reads “Preparing to launch” or “Syncing,” but the game never opens.

Customers in Europe or Korea who are running Windows 10 N or KN, respectively, will need to install the free Media Feature Pack for Windows 10 in order to launch the game:

🛠 Check for pending Windows updates. Verify that there are not any pending Windows updates. While you may be on an up-to-date version of the OS, there may be essential application updates waiting to install. Be sure to restart your device after installing any updates.
🛠
 Manually update Microsoft Visual C++ Redistributables and restart your machine. You can find these files HERE.
🛠 If you are running the Windows ‘N’ or ‘KN’ version of Windows 10, install the Media Features Pack. These files can be found HERE.

If you continue to encounter issues, please contact the Support Team on the forums or Discord for additional assistance.

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How can I improve the results of my Age of Empires II: Definitive Edition benchmark test?

You can run a Ranked Benchmark Test via the options menu to determine whether you are running the correct settings to play Age of Empires II: Definitive Edition in a competitive multiplayer environment. If you score below the recommended threshold, here are a few things you can do to improve your score:

      • First, try lowering the Graphics Presets to a lower setting, confirm the change, and then run the benchmark again;

If that doesn’t work, try the following:

      • Disable the Enhanced Graphics (UHD) option
      • Disable V-sync if it is currently enabled
      • Lower your Resolution

Be sure to select Confirm to lock in the settings before running the benchmark test again.

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I have a high-end PC, but the game still performs poorly. What can I do?

If you are experiencing graphics or performance issues when playing the game, start by working through the optimization tips to see if they improve your experience. If those don’t work, you can also adjust your graphics settings for the game:

🛠 STEAM USERS

      1. Navigate or search for the Graphics Settings system settings panel on your machine.
      2. Select Classic App from the drop-down menu.
      3. Click Browse.
      4. Select this file: C:Program Files (x86)SteamsteamappscommonPhoenixAoE2DE_S.exe
      5. Click Add.
      6. Now go to Options and choose High Performance.
      7. Save the settings and re-launch the game.

🛠 MICROSOFT STORE USERS

      1. Navigate or search for the Graphics Settings system settings panel on your machine.
      2. Select Universal App from the drop-down.
      3. Select Age of Empires II: Definitive Edition from the second drop-down menu.
      4. Now go to Options and choose High Performance.
      5. Save the settings and re-launch the game.

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Reporting an Issue

If none of the solutions suggested above resolved your issue, we want to hear from you! You can help us fix the issue for everyone by providing more information. Please follow the steps below in order:

How do I report a new issue to the Age of Empires team?

The best way to report an issue is via the Windows Feedback Hub, where you can add a new issue or upvote a report if you are experiencing a similar issue. Here’s how to launch the Feedback Hub:

      1. Press the Windows key + F to automatically open the Hub.
      2. Alternatively, you can press the Windows key and type “Feedback” in the search bar.

If you received an error code or encountered a bug, type it into the “Search Feedback” box to see if the problem already exists and is known.

      • If the problem IS known, we’re already working on it! Click on the UPVOTE button before you leave; this helps us figure out how many people are experiencing the same problem.
      • If the problem is NOT known, click “Add new feedback”, and fill out the requested information accordingly. When filing feedback, please place the game title in the “Summarize your issue” field, and include steps to reproduce the issue under the “Give us more details” field. This will assist us in locating your feedback.

Thank you for taking the time to help improve Age of Empires II: Definitive Edition for everyone.

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Additional Support Resources

If you are experiencing issues related to Xbox Live or Windows 10, please visit the Xbox on Windows 10 support page for additional details and troubleshooting steps. For other questions or concerns about the game, we recommend you visit one of our official discussion channels:

      • Visit our forums at forums.ageofempires.com to discuss your issue with other members of the community.
      • Join the official Discord server to chat about issues with our community helpers. Visit the #technical-support channel to ask questions about the game.

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