Announcement Troubleshooting

    • General

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    • Troubleshooting

      Troubleshooting Tutorial

      • This guide is first thing to look at for general assistance:
        - Login problems, 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 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 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: << Tolerated Tools, Addons and Scripts >>, please look there into the relevant thread.



      • Step 6 - If the problem persists:

        1. Please test a different browser on your computer.
          - Internet Explorer (not older than 11) / 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:
          - Refresh Firefox. Tutorial here: support.mozilla.org/en-US/kb/r…eset-add-ons-and-settings
          - 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 11 or a newer Browser!
        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 for testing.
          - 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.




      Origin Admin
      OGame-Tech Chief

      The post was edited 1 time, last by NoMoreAngel ().