Pro account can't run any mods, but free account works fine on same PC

[elfin storm]

Hi support team,

I'm running into an account-specific issue with mods and could use some help.

With my Pro account, every mod I try to launch triggers this error: "We're having trouble running the mods. You may have to allow Wand through your firewall or anti-virus software."

I've already followed the troubleshooting steps and whitelisted both folders under the User directory in my antivirus, but the error still shows up every time.

Here's the strange part: when I sign out and log in with a different (free) account on the same machine, mods run perfectly. Same computer, same antivirus setup — only the account changes. So it doesn't really seem like a firewall problem on my end.

Could you help me figure out what's going on with my Pro account? Happy to share my account email by DM. Screenshots attached for reference.

Thanks!

[whole depot]

Hey Popcorn, thanks for getting in touch and sorry to hear you are dealing with this! That is not what we want for you at all and we want to get to the bottom of it. Before we go through any repeated troubleshooting steps again, could you send over your Pro username and new account username, then generate a log by hitting Ctrl + Shift + L after trying to launch with your Pro account? You can share it here or email it to [e-mail] if you would rather not have your Windows username visible.

[elfin storm]

Hi Patrick, thanks for the quick response!

Here's everything you asked for:

• Pro account: Popcorn0203
• New free account: SolarLobster4401
• Log file: attached below

One important detail I should add: this problem only started happening this week. I've been using my Pro account without any issues for a long time before that, and nothing changed on my end recently — no new antivirus, no major Windows changes, nothing I installed or uninstalled. It just suddenly started throwing this error on my Pro account out of nowhere.

[whole depot]

Thanks for that Popcorn! I can see ERROR_MOD_NOT_FOUND (Error 126) in there, which points to a missing DLL dependency. It looks like the app is struggling to find the DLL even though we know its there. Let us go through another clean reinstall with these steps and let me know if the problem sticks around.

[quartz bay]

Reinstall

1. Use Add or Remove Programs or Control Panel to uninstall Wand.
2. Find and delete these folders:
   -C:\Users\Your_Name\AppData\Local\Wand
   -C:\Users\Your_Name\AppData\Roaming\Wand
3. Restart your PC.
4. Reinstall Wand by downloading from: https://wand.com/download

AV Exception

It's possible that your antivirus software is causing interference. Try whitelisting or adding exceptions for the following folders:

C:\Users\%USERNAME%\AppData\Local\Wand
C:\Users\%USERNAME%\AppData\Roaming\Wand

[elfin storm]

Hi Patrick — clean reinstall didn't help, same error.

So I ran the log through an AI to help me look at it (I'm not really technical), and it pointed out something that might be worth checking. My Windows username is in Chinese (爆米花). The log shows tophat_service_x64.dll loading fine with the correct path, but right after, when it tries to load TrainerLibPlugin_x64.dll, the failure message shows my username as 鎖嗙背鍹 instead of 爆米花. The AI thinks that's a UTF-8 / GBK encoding mismatch somewhere in the Tophat plugin loader — meaning Error 126 fires because the garbled path doesn't actually exist on disk, not because the file is missing.

For what it's worth: I've had this Chinese username for months without any issue, and my free account on this same PC still works fine. So whatever's going on seems to have changed recently and only hits my Pro account.

Obviously take an AI's guess with a grain of salt — but might be worth passing to engineering to confirm? Happy to test anything.

[whole depot]

Thank you for this information @elfin storm! I have forwarded everything to the team for review. In the meantime, could you make sure everything on your PC is up to date and try repairing the Visual C++ Redistributables?

[elfin storm]

Hey Patrick, did all the steps — Windows is fully up to date, repaired both x64 and x86 VC++ Redistributables, restarted — but Pro account still gives the same error, no change.

I also tested my free account again on the same PC, attaching that log below. Everything else between the two runs is identical — same game (TCG Card Shop Simulator), same trainer 47963, same Wand version, same Chinese Windows username — only the account differs.

I had an AI compare both logs and it caught something interesting. Turns out the two accounts are actually using different trainer backends. My Pro account is on something called tophat, which is where things break — it tries to load TrainerLibPlugin_x64.dll but the path shows up garbled as C:\Users\鎖嗙背鍹\... instead of 爆米花, hence Error 126. The free account is on trainerlib, which loads TrainerLib_x64.dll from C:\Users\爆米花\... correctly and the trainer starts up fine in about 1.7s.

Anyway, throwing it out there in case it helps engineering narrow it down.