# Players cannot join: follow the connection checks

Use this route when a service appears running but one or more players cannot enter. Start with what fails, then narrow the check. A timeout, refusal or failed login suggests where to investigate; it is not a definite diagnosis. Keep the server's authentication, whitelist and assigned allocations intact.

## Choose the closest symptom

Use Tab and Enter to follow links, or tap one on mobile. The full checklist remains visible without scripts.

- [Nobody can join and readiness is uncertain.](#bkmrk-w10-join-ready)
- [The address times out or cannot be resolved.](#bkmrk-w10-join-address)
- [The server responds with a specific login error.](#bkmrk-w10-join-login)
- [Java works but Bedrock does not.](#bkmrk-w10-join-bedrock)
- [Other players can join; one player cannot.](#bkmrk-w10-join-one)
- [This is Rust, FiveM or a survival game.](#bkmrk-w10-join-game)

## 1. Is the game actually ready?

**Check:** read the current console or latest log for completed startup and an active process. “Running” in the panel can include a game still loading a world. Check whether installation or restoration is in progress before attempting another operation.

**If startup has an error:** use the existing startup guide for your game; for Minecraft, [collect the first startup error](https://help.cloudexa-hosting.com/books/game-hosting/page/find-minecraft-logs-and-send-useful-troubleshooting-details). **If the browser console itself fails:** use [the console connection guide](https://help.cloudexa-hosting.com/books/game-hosting/page/fix-a-game-console-that-will-not-connect-or-shows-a-504-error). **If readiness is confirmed:** [check the player address](#bkmrk-w10-join-address).

## 2. Does the address match the service?

**Check:** copy the assigned game endpoint from this service, including its port. Do not use the panel web address, a database endpoint, RCON port or a different service's allocation. Ask one authorised player to try the exact current endpoint and note the result.

**If a custom domain fails but the assigned endpoint works:** follow [the Minecraft DNS/domain checks](https://help.cloudexa-hosting.com/books/game-hosting/page/connect-a-domain-to-your-minecraft-server); that is evidence to inspect DNS rather than reinstalling the server. Use [the edition-specific connection format](https://help.cloudexa-hosting.com/books/game-hosting/page/connect-to-your-minecraft-server) when entering a Minecraft address.

**If the correct endpoint also fails:** check whether anyone else can join. If yes, [follow the single-player branch](#bkmrk-w10-join-one). If nobody can, [check the game-specific route](#bkmrk-w10-join-game) and then [report the failed path](#bkmrk-w10-join-support). Do not open all firewall ports or assign yourself an unallocated one.

## 3. What does the login error say?

Record the complete player-facing message and matching server log time. A rejection shows more than a generic timeout, but its cause still needs confirmation.

- **Version/protocol mismatch:** compare the client's edition and exact version with the server and supported compatibility plugins. Use [the Minecraft error guide](https://help.cloudexa-hosting.com/books/game-hosting/page/fix-common-minecraft-connection-errors); do not downgrade a world merely to match one client.
- **Whitelist, ban or permission denial:** have authorised staff check the specific account through [the access-management guide](https://help.cloudexa-hosting.com/books/game-hosting/page/manage-minecraft-operators-permissions-and-the-whitelist). Keep authentication enabled. A player request alone does not authorise removing a ban.
- **Missing mods or resource mismatch:** compare the required pack and loader with the player's installation. Use [the modpack compatibility procedure](https://help.cloudexa-hosting.com/books/game-hosting/page/install-or-change-a-minecraft-modpack-safely) before altering server files.
- **Unrecognised message:** [send the exact text privately](#bkmrk-w10-join-support), not a paraphrase such as “broken.”

## 4. Does only Bedrock fail?

**Check:** record the Bedrock client version, Geyser build, configured transport/signaling mode and allocated Bedrock endpoint. Java and Bedrock connection paths differ. Follow [the Geyser/Floodgate guide](https://help.cloudexa-hosting.com/books/game-hosting/page/set-up-geyser-and-floodgate-for-java-and-bedrock-crossplay) for the installed release.

For NetherNet-capable deployments, the [current Geyser setup documentation](https://geysermc.org/wiki/geyser/setup/) and [NetherNet transition notes](https://geysermc.org/blog/preparing-for-nethernet/) distinguish built-in TCP signaling plus UDP gameplay from external signaling arrangements. Old UDP-only advice is not universally sufficient. Ask support to confirm the exact allocation and mode; do not reuse the Java port blindly or disable host protection.

**If another Bedrock player joins:** [check the affected player's path](#bkmrk-w10-join-one). **If all fail:** [include the transport details in the report](#bkmrk-w10-join-support). Do not change account authentication to disguise a network error.

## 5. Is one player or network affected?

**Check:** compare a successful and failed attempt at the same time, recording client versions and exact addresses. Ask the affected player to check normal account sign-in and their edition's connection method. With permission, compare another connection such as a personal hotspot, considering data charges. Do not request their account password.

**If only one network fails:** retain that evidence for support or the player's network provider. Do not direct players to disable security software wholesale. **If the failure follows one account across networks:** revisit [the login/access message](#bkmrk-w10-join-login). **If everyone now fails:** return to [readiness](#bkmrk-w10-join-ready).

## 6. Match the game and network mode

Use [Rust endpoint checks](https://help.cloudexa-hosting.com/books/rust/page/diagnose-rust-game-query-and-rcon-connection-ports), [FiveM joining checks](https://help.cloudexa-hosting.com/books/fivem/page/diagnose-fivem-joining-problems-on-the-assigned-tcp-and-udp-port), [ARK Ascended checks](https://help.cloudexa-hosting.com/books/game-hosting/page/diagnose-ark-survival-ascended-connection-failures) or [Valheim Steam/crossplay checks](https://help.cloudexa-hosting.com/books/survival-games/page/connect-to-valheim-using-steam-or-crossplay-networking). Browser listing, direct joining and administration can use different paths. Do not treat one successful path as proof of all the others.

## Outcome: verify access or request a path investigation

After one supported correction, repeat the original join attempt with an ordinary player. Verify the expected world and access rules. If unsuccessful, [report the service ID](https://help.cloudexa-hosting.com/books/getting-started/page/open-a-support-ticket), game/build, time, public endpoint, full error, affected editions and whether others can join. Redact tokens and private logs. [Return to symptom choices](#bkmrk-w10-join-choices).