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Common Issues: Basic Troubleshooting

The below troubleshooting steps will resolve the majority of game issues, including:

  • Loading issues
  • Lag
  • Error messages
  • Missing items
  • Stuck progress
  • Graphical glitches

If you encounter these problems please try each solution one at a time, then test to see if your problem has been resolved.
 

1. Refresh your Browser

  • Most issues can be resolved by refreshing/reload your browser
    • Press F5 on your keyboard or click reload/refresh button
    • Do a complete refresh of the page by pressing Ctrl+F5 on your keyboard

2. Restart your Computer

  • Shut down your computer completely, wait a few seconds, then restart your computer

3. Clear your Browser Cache

4. Delete your Cookies

5. Update your Browser

6. Try a Different Browser

  • Sometimes issue can occur with a specific browser, so try switching to a different one
  • Most RockYou games support the latest version of Mozilla Firefox, Google Chrome, and Internet Explorer 8

7. Uninstall/Reinstall the Game Application (If playing on Facebook)

Note: All your account information will be saved when you reinstall. You will not lose any progress in the game.

  • Go to the Facebook Applications Settings page
  • Go to your profile page on Facebook
  • Click on ""Account"" in the upper right hand corner
  • Click on ""Application Settings""
  • Click on the X next to the Game. This will remove the game
  • Go to the game's Fanpage and click the 'Go to App' button to reinstall

If these steps do not resolve your issue please submit a support request and provide us with as much information as possible for further assistance.

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