Why does the picture get jumbled?

Picture distortion and jumbling are caused by network issues: packet loss, improperly functioning network equipment (network card, router), or the traffic route not being optimized.

The main causes of jumbled images

Heavy internet traffic

Disable updates for the operating system.

Stop file downloads and close unnecessary tabs on your browser.

Check your computer with antivirus software such as DrWeb CureIt or Eset Online Scanner.

If you have a router, then all devices connected to it are using resources on the same internet channel, which negatively influences picture quality.

There is not enough capacity to exchange data with the Playkey servers.

Playkey games run mostly on servers located in Moscow, but there are servers in other countries too.

So the in-game bitrate is different from the results of speed tests such as speedtest.net, which by default test the connection to the server nearest to the user.

To get better information on speed, you need to measure it to the cities on the Playkey coverage map: Moscow, Frankfurt, London

The minimal speed needed for data exchange with the Playkey server:

  • For running games at a resolution of 720p: 10 Mbps
  • For running games at a resolution of 1080p: 25 Mbps

The recommended speed is at least 30 Mbps.

Temporary decrease in internet speed

Disable updates for the operating system.

If you’re playing through a Wi-Fi connection, then get closer to the router or connect to it by cable.

Check the internet cable, and replace it if it’s damaged.

Disable updates for the operating system.

Close unneeded tabs on your browser.

Set a password on your Wi-Fi, if you haven’t yet.

Change the frequency of the channel on the Wi-Fi router. Read more about it in this article.

Switch the router to 5 GHz, if this is supported.

Antivirus protection interferes with the Playkey application’s operation

The Playkey process should be added to the antivirus software’s exception list.

Connection problems between us and your ISP

WinMTR can help identify the problem. This program will show whether there are losses on the line and also the number of nodes on the route between you and the Playkey servers.

Information for connection troubleshooting can be found in this FAQ article.

We can’t resolve connection issues, but we can evaluate the quality of the connection.

There are temporary or permanent losses of 0.1% to 0.5%

In the Playkey configuration manager, you can try restricting the upper bitrate limit, and this can reduce the losses.

Press Ctrl+F2 to bring up the settings window, and set “Video bitrate range” from Auto to 18 Mbps.

You can experiment with lowering the upper limit to find the optimal value for easy gaming.

What should I do if none of this has helped?

For more recommendations or information, you need to contact our support team.

In your email you should let us know:

The email address associated with your Playkey account

In which games you’re seeing problems

Attach a screenshot of WinMTR’s statistics and a screenshot of the game with the streaming data (it’s called up by pressing Ctrl+F1) at the moment when the problem is happening.