Forum Discussion

bjvs1118's avatar
bjvs1118
6 years ago

as of 3/24/2020 the pieces do not move in jigsaw treasure hunter & game freezes

With the Improvements Made to Jigsaw Treasure Hunter  The Game Freezes after a few moves / the pieces cannot be moved This is the only game that this happens to started on 3/24/2020 All other Game...
EA_Arrenai's avatar
EA_Arrenai
Icon for EA Staff (Retired) rankEA Staff (Retired)
6 years ago

Hey there, @bjvs1118.

I'd love to look into this for you. Are you on a PC, Mac or tablet?

If you're on a PC or a Mac, can you share your system information from the Pogo Compatibility Tool? It would help a lot in tracking down the issues you're experiencing.

If you're on a tablet, can you share the make/model of your tablet, and what OS version you're running?

Thanks so much, and I look forward to hearing from you.

Arrenai 🐱

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Calicat67's avatar
Calicat67
Rising Adventurer
6 years ago

I'm sorry; I should have given more info as to my system.  I did run the compatibility scan, and this was the result:

Webgl1 supported True
Webgl2 supported True
Java Versions installed False
Operating System Windows 10
Flash version 0.0.0
Resolution 1280 x 1024
Browser Chrome 81.0.4044.138
Cookies Enabled True
Do Not Track True
  • EA_Arrenai's avatar
    EA_Arrenai
    Icon for EA Staff (Retired) rankEA Staff (Retired)
    6 years ago

    Hey there, @Calicat67.

    Thanks for the information, it's super helpful!

    First, it does look like your Chrome version is one version out of date. A new one recently released (version 83.0.4103.61). Can you try updating Chrome to see if it improves gameplay for you?

    Another thing I notices is that you have Do Not Track active. This can sometimes block information between your browser and Pogo's servers. As a test, can you try disabling Do Not Track to see if it also improves things?

    Arrenai 🐱

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    • Calicat67's avatar
      Calicat67
      Rising Adventurer
      6 years ago

      I updated my Chrome & changed the tracking button, but it still does not play smoothly.  I have to sometimes double-click a piece to even get it to highlight, then command it several times to move before it does so.  My new compatibility scan:

      Webgl1 supported True
      Webgl2 supported True
      Java Versions installed False
      Operating System Windows 10
      Flash version 0.0.0
      Resolution 1280 x 1024
      Browser Chrome 83.0.4103.61
      Cookies Enabled True
      Do Not Track False
      • EA_Arrenai's avatar
        EA_Arrenai
        Icon for EA Staff (Retired) rankEA Staff (Retired)
        6 years ago

        Hey there, @Calicat67. Thanks for giving those a try!

        Let's give some additional troubleshooting a try. Some of the items on this list have already been done in our tests thus far, but if you could run through the HTML5 troubleshooting, that would help a lot. Please let me know how it goes for you.

        Arrenai 🐱

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