Difference between revisions of "Info:Troubleshooting"

Revision as of 12:36, 19 December 2010

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This guide is first thing to look at for general assistance:

• Loginproblems, buttons not working, display problems.
• Overviews not appearing ( events, sensor phalanx, techtree, messages, alliance, ... ).
• Pages not loading, not loading properly or loading extremly slow.

Please follow these instructions step by step and then follow green or red step depending on the success.

Step 0

1. Press the key combination Ctrl + F5 on the affected site.

• This will force every browser to reload only the current page.

Step 1 - If the problem is resolved

1. Have fun and : "Ctrl F5 fixes many browserproblems"

Step 2 - If the problem persists

1. If pages are not loading or loading extremly slow :

• Please check out, if other sites are accessible.
• Please check out, whether the startpage or your universe is generally accessible : << Serverstatus >>
• Please check out, whether the startpage or your universe is accessible from your computer : << How to ping a server >>
• Please check out the connection or the connection quality, especially for WLAN : << DSL Speedtest >>

2. If the problem still exists, please go to step 9.

Step 3 - If the problem persists

1. Clear cache and cookies : 2. Javascript and cookies must be enabled and set correctly : << Changing the security settings | H Security >>

• Check javascript : << JavaScript/JScript | H Security >>
• Check cookies : << Cookies | H Security >>

3. Please deactivate ALL addons, which includes Grease Monkey and Stylish. 4. Please deactivate popup blocker in your browser and set it correctly. 5. Close your browser, wait for a while and start it again.

Step 4 - If the problem persists

1. Restart your computer because of :

• This will delete various buffers in the operating system.
• Sometimes, the browser is not terminated properly - restarting can fix the problem.

Step 5 - If the problem is resolved

1. Update addons and activate them sequentially.

• Addons and skins are only available in support : << Tools, Scripts and Sims >>, please look there into the relevant thread.

Step 6 - If the problem persists

1. Please test a different browser on your computer.

• Internet Explorer / FireFox / Chrome / Opera / Safari.

Step 7 - If the problem persists

1. Please install a new browser from the list above on your computer and test it again.

• Chrome and Opera are recommended, especially for slow presentation speed.

Step 8 - If the problem is resolved

1. Problem with FireFox :

• Please uninstall all addons completely (uninstalling plugins is not necessary) an install them again.

2. Problem with Internet Explorer :

• Please update it to Internet Explorer 8!

3. Problem with Chrome :

• Please uninstall it and install it again.

4. Problem with Opera :

• Please uninstall it and install it again.

5. Generally :

• Please use the browser that works best with Ogame.

Step 9 - If the problem persists

1. If you installed a desktop firewall or Internet Security Suite :

• Disable this firewall - the firewall of windows is better and safer.
• Deactivate the virus scanner for testing purposes.
• Disable avaliable popup blocker, child protection filters and similar functions.

Step 10 - If the problem is resolved

1. Please only leave the Windows firewall enabled. 2. Configure the programs above correctly, so Ogame runs smoothly.

Step 11 - If the problem persists

1. Shut down all computer connected to the router ( Even those over WLAN ). 2. Shut down router, modem and switch for about 30sec. Some have a powerswitch, otherwise pull out the power cable. 3. Turn on the computer.

Step 12 - If the problem is resolved

1. Please check whether there are programs that may open simultaneously running on your computer.

Step 13 - If the problem persists

1. Please ask your friend to test your account for you.

• At best, he should use another Internet provider.
• Make sure to notify a Game Operator before doing this.

Step 14 - If the problem persists

1. Please visit Ogame Support Team for further help :

• First way to do that is via IRC in support channer #ogame-support - please join and wait for avaliable supporter to come and help you.
• Second way is via ticket here: << Ticket system >>