Difference between revisions of "Solving Technical Issues"
From Roll20 Wiki
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* Campaign pages/maps show as a tiny strip across the top of the screen | * Campaign pages/maps show as a tiny strip across the top of the screen | ||
* The video + voice chat does not work | * The video + voice chat does not work | ||
| − | + | * Stuck at the black "Loading..." screen for more than 30 seconds. | |
Revision as of 23:11, 19 January 2014
Sometimes technical issues can get in the way of your Roll20 experience. Here's a quick process you can follow that may help solve any technical issues you encounter.
Follow these steps in order, checking to see if the problem is solved after each step. These steps will help fix many common issues, including:
- Campaign pages/maps show as totally blank
- Campaign pages/maps show as a tiny strip across the top of the screen
- The video + voice chat does not work
- Stuck at the black "Loading..." screen for more than 30 seconds.
Contents |
Step 1: Make sure to use the right browser
Your browser is the software application that lets you access websites, like Roll20. While Roll20 will work in a variety of browsers, in order to maximize your playing experience and take advantage of everything that Roll20 can do, you should use the latest version of either Google Chrome or Mozilla Firefox
If you are a Supporter or Mentor subscriber (or your GM is), you may access Roll20 on a tablet device. For specific information about that, see the Mobile Tablet Support page.
Step 2: Ensure that there are no extensions/addons interfering with Roll20
This is by far the most common cause of problems with Roll20. Often, third-party addons/extensions (also known as "toolbars" or "adware") inject scripts into all the web pages that you visit. Roll20 is very sensitive to this type of interference because it has many more moving parts than a typical website.
In Google Chrome
You can view a list of your extensions and disable or remove them by following these instructions: https://support.google.com/chrome/answer/113907
In Mozilla Firefox
You can view a list of your addons and disable or remove them by following these instructions: http://support.mozilla.org/en-US/kb/disable-or-remove-add-ons
If you see any extensions or addons that you do not recognize, disable them while using Roll20, or even remove them entirely. You don't need any addons or extensions for your browser to function properly, so only keep them if they add additional functionality to your browser that you use on a regular basis.
Step 3: Clear your cache
Your browser automatically stores frequently-used pieces of information so that you don't have re-download them everytime you visit a website. However, sometimes errors can occur with Roll20 if a piece of information your browser has stored is too out of date.
In Google Chrome
Follow these instructions: https://support.google.com/chrome/answer/95582?hl=en
In Mozilla Firefox
Follow these instructions: https://support.mozilla.org/en-US/kb/how-clear-firefox-cache
Step 4: Provide a console log
If none of the above steps solved the issue, we may be able to help further if you provide us with additional information about what exactly is going on with your specific game session. A console log is a listing of the activity that Roll20 is doing while you play, so we can spot anything that deviates from the norm. Follow the instructions below to open your log, then just copy + paste everything into a new forum post in the Bug Reports section of the forums and we will aid you further.
In Google Chrome
Use the keyboard shortcut: Command - Option - J (Mac) or Control -Shift -J (Windows/Linux).
If that doesn't work, follow these instructions: https://developers.google.com/chrome-developer-tools/docs/console#opening_the_console
In Mozilla Firefox
Use the keyboard shortcut: Control-Shift-K (Command-Option-K on the Mac)
If that doesn't work, follow these instructions: https://developer.mozilla.org/en-US/docs/Tools/Web_Console
