Difference between revisions of "Solving Technical Issues"
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Jeffrey L. (Talk | contribs) m (→Step 2: Ensure that there are no extensions/addons interfering with Roll20: Update Google Chrome support link for extensions) |
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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: | 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: | ||
| − | * | + | * Game pages/maps show as totally blank |
| − | * | + | * Game pages/maps show as a tiny strip across the top of the screen |
| − | + | ||
* Stuck at the black "Loading..." screen for more than 30 seconds. | * Stuck at the black "Loading..." screen for more than 30 seconds. | ||
| + | |||
| + | If your issue has to do with audio, your microphone, video, video chat, or your camera, please visit the [[Video and Voice Chat Troubleshooting]] Guide before following the steps below. | ||
== Step 1: Make sure to use the right browser == | == Step 1: Make sure to use the right browser == | ||
| Line 13: | Line 14: | ||
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 [https://google.com/chrome Google Chrome] or [https://firefox.com Mozilla Firefox]. Due to bleeding-edge features, we are unable to support beta versions of web browsers. | 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 [https://google.com/chrome Google Chrome] or [https://firefox.com Mozilla Firefox]. Due to bleeding-edge features, we are unable to support beta versions of web browsers. | ||
| − | If you are a | + | When troubleshooting, please check to see if issues persist when using both [https://google.com/chrome Google Chrome] ''and'' [https://firefox.com Mozilla Firefox] |
| + | |||
| + | If you are a '''Pro''' or '''Plus''' 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 == | == Step 2: Ensure that there are no extensions/addons interfering with Roll20 == | ||
| Line 21: | Line 24: | ||
'''In Google Chrome''' | '''In Google Chrome''' | ||
| − | You can view a list of your extensions and disable or remove them by following these instructions: [https://support.google.com/ | + | You can view a list of your extensions and disable or remove them by following these instructions: [https://support.google.com/chrome_webstore/answer/2664769?hl=en https://support.google.com/chrome_webstore/answer/2664769?hl=en] |
'''In Mozilla Firefox''' | '''In Mozilla Firefox''' | ||
| Line 50: | Line 53: | ||
The things we need with every bug report are: | The things we need with every bug report are: | ||
| − | *A detailed description of the issue. | + | *A detailed description of the issue. The more information you can give us, the better able we'll be to fix the issue promptly! |
| − | *Step by step instructions on how to reproduce the issue. | + | *Step by step instructions on how to reproduce the issue. |
*Your computer's settings (A good place to find this info if you don't know it is [http://supportdetails.com/ Support Details]): | *Your computer's settings (A good place to find this info if you don't know it is [http://supportdetails.com/ Support Details]): | ||
** Web Browser | ** Web Browser | ||
| Line 59: | Line 62: | ||
** Your anti-virus software | ** Your anti-virus software | ||
** List of any browser add-ons or extensions enabled | ** List of any browser add-ons or extensions enabled | ||
| + | *You can optionally include screenshots by using the "Attach a File" link when submitting a post. | ||
*A Console Log from the moment you logged into the page through when you encountered the issue. | *A Console Log from the moment you logged into the page through when you encountered the issue. | ||
| − | + | ||
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 and paste everything into your bug report forum post in the [https://app.roll20.net/forum/category/18 Bug Reports section of the forums] and we will aid you further. | 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 and paste everything into your bug report forum post in the [https://app.roll20.net/forum/category/18 Bug Reports section of the forums] and we will aid you further. | ||
Revision as of 08:46, 22 February 2017
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:
- Game pages/maps show as totally blank
- Game pages/maps show as a tiny strip across the top of the screen
- Stuck at the black "Loading..." screen for more than 30 seconds.
If your issue has to do with audio, your microphone, video, video chat, or your camera, please visit the Video and Voice Chat Troubleshooting Guide before following the steps below.
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. Due to bleeding-edge features, we are unable to support beta versions of web browsers.
When troubleshooting, please check to see if issues persist when using both Google Chrome and Mozilla Firefox
If you are a Pro or Plus 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_webstore/answer/2664769?hl=en
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.
Check Antivirus/Firewall Software
If you are having trouble with images loading or loading issues in general, please also make sure that any antivirus or firewall software that you have installed (such as Comodo, Norton, etc.) is not blocking any part of the Roll20 site from loading.
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 bug report
If none of the above steps resolved the issue, we may be able to help further if you provide us with information about what exactly is going on with your specific game session. You can post a new bug report in the Bug Reports section of the forums and we will aid you further.
The things we need with every bug report are:
- A detailed description of the issue. The more information you can give us, the better able we'll be to fix the issue promptly!
- Step by step instructions on how to reproduce the issue.
- Your computer's settings (A good place to find this info if you don't know it is Support Details):
- Web Browser
- Browser Version
- Operating System
- If Javascript is enabled
- Your anti-virus software
- List of any browser add-ons or extensions enabled
- You can optionally include screenshots by using the "Attach a File" link when submitting a post.
- A Console Log from the moment you logged into the page through when you encountered the issue.
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 and paste everything into your bug report 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
