Trouble reading? Click here!

Both UOGateway and ConnectUO are discontinued
If you still wish to use one of these programs, and you have trouble doing so, just message me on the forums so I can do what I can to help you.

It is highly recommended that you use the Sylvan Installer to play on Sylvan as it solves a great many patching and login issues.

The Sylvan Installer: SH_installer.exe


Login troubles
If you are having trouble getting connected, maybe one of these troubleshooting steps will help you.

If it says you your user name and/or password are invalid
Sylvan Heart is not an auto-account creation shard. You will need to send a request for an account.

Please join the forums and send Admin Iris or Admin Cypress a pm. Tell a bit about your gaming experience, UO, role play, and the like. Be sure to include an account name and password that you would like to use to log in with: can't make your account without these.

If you know that you have an account, please PM Admin Cypress to help you get in. Your password will likely need to be reset, so send him your username so he can look you up and send the password you would like to use.

If the client hangs while verifying your account
Make sure that Razor is set to use the correct "UO Data Directory" and not just "Auto Detect." If you are on a 64bit system then your "UO Data Directory" is probably the "C:\Program Files(x86)\Sylvan Heart\" folder.

(Right-click on "computer" and go to "properties" and it should tell you on there if you are 32bit or 64bit)

Also, if you have multiple installs of UO, just make sure razor uses the correct "Ultima Online Mondain's Legacy" install when you try to log onto Sylvan.

If it says the server is unavailable or hangs while connecting
First, check the problems above then also make sure you are using the correct server name and port number. As of now our server name and port number are:

Server: www.sylvanheart.net
Port: 2593

Also, from time to time we do restart for updates. The restart generally take about 3 minutes, so just check back shortly.

Game freezes or flashes white or disconnects in the meadow or other areas

Try changing the desktop theme from Aero to classic. If this doesn't work, or you just want to keep Aero for whatever reason do the following: Right click Razor on the desktop> Properties> compatibility > Disable Visual Themes and Disable Desktop Composition. (Thanks to Rei for finding this.)

Also, go to where you installed the UO (for 64bit systems it's likely the "C:\Program Files (x86)\Sylvan Heart\" folder).

Right click on the client.exe file and go to properties. Go to the compatibility tab. Set it to run in compatibility for windows XP SP3. Also, set it to run as admin if you can.

Do the same thing for Razor. The razor.exe is likely installed to the "C:\Program Files (x86)\Razor\" folder.

Patch troubles
If things look "strange" when you log in, such as colors looking bad, buildings overlapping other structures, teleporting into blank strange areas or mountains, of also if you are having trouble with the seasons then you probably have some patching troubles.

First, check to make sure that Razor is set to use the correct "UO Data Directory" and not just "Auto Detect." If you are on a 64bit system then your "UO Data Directory" is probably the "C:\Program Files(x86)\EA Games\Ultima Online Mondain's Legacy" folder.

(Right-click on "computer" and go to "properties" and it should tell you on there if you are 32bit or 64bit)

Also, if you have multiple installs of UO, just make sure razor uses the correct "Ultima Online Mondain's Legacy" install when you try to log onto Sylvan.

If you are having trouble with OSI patches

Make sure you are only patched up to 5.0.6 with Mondain's Legacy.

Before you start to do the OSI patches, if you have trouble stopping the patches at the correct patch, or if UO tries to restart the patching after you have stopped it, then you may want to try this:

http://pioneerontheprairie.com/sylvanheart/OSI_patch_stopper.exe

Just make sure that it installs to the correct "UO Data Directory" that Razor is using for this shard. This should stop the patcher from going too high. If you ever wish to remove it, just delete the files in the patch folder of your UO data directory.

If you are having trouble with the custom patches or with the seasons

When you run the Sylvan Patcher or one of the season patchers, make sure that it installs to the correct location. It should install to the same "UO Data Directory" that Razor is using. More information on that can be found here:
http://www.sylvandreams.co.uk/index.php?p=21
and
http://www.sylvandreams.co.uk/index.php?p=22.

Again, if you are using a 64bit system, then your "UO Data Directory" is probably in the "Program Files(x86)" folder.

Razor troubles
If you are using XP, Vista, or later windows or if Razor crashes with an error similar to "CLR 80004005"
1. Go to the folder where you installed Razor and find the .exe (it should look like the Razor icon)
2. Right click the .exe file and go to properties
3. Click the compatibility tab
4. Check the mode for windows 98/windows Me
5. Click ok
6. Right click the .exe file again
7. Click "Run as..."
8. Check to "Run as the following user"
9. Select the administrator and put in the password if there is one
10. Click ok

Note: If the compatibility mode settings used do not work, try one of the other settings such as "Windows NT 4.0 (Service Pack 5)" which has also worked for some people. Try them until you find one that works for you, and if none of them work, check to be sure you have it set to "run as administrator" as listed and check the .NET Framework as listed below.

If Razor crashes with an Unhandled Exception:
Make sure you have the Microsoft .NET Framework installed on your computer. To be sure that you do, go to Start -> Control Panel -> Add and Remove Programs. In there you can see if you have the .NET Framework installed. You might have to click a checkbox to show updates in order to see it.

If you do have the .NET Framework, and it still does not work and gives the Unhandled Exception error, then remove the .NET Framework (via the "Start -> Control Pannel -> Add and Remove Programs") and then reinstall it.

You can get the .NET Framework version 1.1 here. (Probably best for Razor)

You can get the .NET Framework version 2.0 here. (Can also work for Razor)

You can get the .NET Framework version 3.0 here. (Has been heard to work with Razor still)

You can get the .NET Framework version 3.5 here. (Unknown but likely about the same for Razor as 3.0)

Note: Under Windows XP, you should be alright if you have all of the versions installed separately and showing in your "Add and Remove Programs" list just so long as you still have version 1.1 installed.

For more information see also this:
http://forum.sylvandreams.co.uk/index.php?board=11.0
and
http://forum.sylvandreams.co.uk/index.php?topic=8357.msg38785