cannot play scrabble

Hey there, @KatiesuewhoP98.

As it sounds like you're facing a technical issue, I went ahead and moved your post from the general discussion board to the technical help board to better assist you.

Let's see if some troubleshooting can get those pieces moving for you again. Please run through our HTML5 troubleshooting and let me know how it goes for you.

Arrenai 🐱

Did you receive an awesome, helpful response? 👍 +XP!

Was your issue resolved by a great post? 🙌 Accept as Solution

ASK. ANSWER. LEVEL UP.

Hey there, @KatiesuewhoP98. I'm just checking in. Have you had a chance to run through the troubleshooting yet?

Arrenai 🐱

Did you receive an awesome, helpful response? 👍 +XP!

Was your issue resolved by a great post? 🙌 Accept as Solution

ASK. ANSWER. LEVEL UP.

I followed all the troubleshooting and still cannot play scrabble.   This happens every time you guys decide to change something.   It is super annoying.   If I cannot get in to play scrabble this website is of no use to me and I will probably cancel my membership.  

Joanne Griffin

Hey there, @KatiesuewhoP98.

If you've tried the troubleshooting and the game is still not responding properly, can you please post your DxDiag (if you're a Windows user)? I'll be happy to take a look to see what may be going on.

Arrenai 🐱

Did you receive an awesome, helpful response? 👍 +XP!

Was your issue resolved by a great post? 🙌 Accept as Solution

ASK. ANSWER. LEVEL UP.

Here is the dxdiag file you suggested I send.  Joanne Griffin for Scrabble.

Hey there, @KatiesuewhoP98.

It looks like you're using a Microsoft Surface Pro 6. As the Surface family is not supported for Pogo, this may be what is causing your issue with moving the tiles. 

One thing I would recommend is trying either the touchpad that is attached to the physical keyboard, or to plug in a mouse to see if that improves the movement. Please give that a try and let me know how it goes for you.

Arrenai 🐱

Did you receive an awesome, helpful response? 👍 +XP!

Was your issue resolved by a great post? 🙌 Accept as Solution

ASK. ANSWER. LEVEL UP.

That is really strange as up until two weeks ago - when I sent you the first email - I had been playing SCRABBLE on this same Surface Pro 6 for over two years.   I did try using the mousepad on the separate keyboard as well as a separate mouse.   Neither works.   I can sign into the game - get the game started and then cannot move the letters.   I can play any other game on Pogo - why would this one be different.   I guess I will have to write and get my subscription canceled and refunded.   It is all so stupid.  I have been a member of Pogo for over 10 years .  thank you for your time.

Joanne Griffin

Hey there, @KatiesuewhoP98.

While unsupported devices, like the Microsoft Surface may work, we can't guarantee that they will, nor with every game. I totally get it, though. I understand. I have a Surface Pro 3 myself, and I know I can play most games on it with minimal hiccups, but there are a few where it won't and that can sometimes be the case for devices that the games aren't designed for.

If you have another device from our supported list, such as an iOS or Android phone or tablet, or a standard desktop computer, that may be something to try on SCRABBLE to get around the issue you're experiencing. 

Arrenai 🐱

Did you receive an awesome, helpful response? 👍 +XP!

Was your issue resolved by a great post? 🙌 Accept as Solution

ASK. ANSWER. LEVEL UP.