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EA_Illium's avatar
EA_Illium
Icon for Community Manager rankCommunity Manager
4 years ago

Pogo Troubleshooting Guide

This walk-through is to help with any of Pogo's wide array of HTML5 / HD games, particularly with the following issues:

  • Is your game failing to load?
  • Is your game lagging or moving slowly?
  • Are games reloading during play?
  • Are there graphical issues in the game?
  • Are challenges not tracking

Troubleshooting:

  1. Check for Browser updates
  2. Check for Device Updates
  3. Restart your Device and Internet equipment by shutting off or unplugging for 60 seconds then plugging back in and turning it on. 
  4. Allow Pogo.com and the games you want to play through any Anti-virus, Firewall, or additional security on your device.
  5. Try disabling any pop-up blocker, or VPN that may be running. 
  6. For Loading or overlay issues, launch your game then allow 10-20 seconds before clicking in the game. 

Sharing Device Information for further investigation:

  1. Share a screenshot
  2. Providing a DxDiag/System Info

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  • EA_Illium's avatar
    EA_Illium
    Icon for Community Manager rankCommunity Manager
    4 years ago

    Updating your Browser

    Visual Guide for Checking your browser for updates For Pogo Games.

    Currently supported Web Browsers for Pogo:

    • Chrome
    • Edge
    • Firefox
    • Safari (Mac Only)

    For Mobile and Tablet

    • iOs devices – Safari and Chrome Browser
    • Android Devices – Chrome Browser

    Check for updates for your web browser

  • EA_Illium's avatar
    EA_Illium
    Icon for Community Manager rankCommunity Manager
    4 years ago

    Updating your Device and Drivers

    Visual Guide for checking for Device and Driver updates.

    Current Supported OS:

    • Windows10 (or Later)
    • MacOS Mojave (or later)

    For Mobile/Tablets

    • iOS – iOS 13.1.2
    • Android – Android 9 Pie

    Check for Windows or Mac device updates:

    Device Drivers for Windows

    • Windows:
    • Mac:
      • Spoiler
        macOS handles all system and driver updates for your Mac.

        To check if any updates are available please do the following:

        • Click on the Apple in the upper left corner of the screen
        • Select "System Preferences...", then click "Software Update"
        • Any available updates will be listed here, or you will be told your software is up to date
  • EA_Illium's avatar
    EA_Illium
    Icon for Community Manager rankCommunity Manager
    4 years ago

    Uploading Screenshots of Videos

    Visual Guide for Sharing requested information for issues.

    Sharing a screenshot of the error or a DxDiag:

    Sharing on AHQ:

    Spoiler
    • First click reply


    • Then select choose file to add the screenshot or file

    Getting a screenshot:

    Getting a DxDiag or system information:

    Uploading Text files, Clips, and Videos to AHQ: (You can select the drop-down arrows for visual guides)

    • Click the "Reply" Button below a post
    • Spoiler
    • Select either "Choose File", "Insert Image", or "Insert Video" in the reply window'
    • Spoiler
    • Remember to tag us by using the "@" symbol, plus our names (Community Manager) to let us know when you have added the information and select the "Submit" Button.
    • Spoiler

    End.

  • EA_Illium's avatar
    EA_Illium
    Icon for Community Manager rankCommunity Manager
    4 years ago

    Clearing Your Browsers Cache and Cookies

    Visual Walkthrough of clearing Cache, Cookies, or History to assist with playing Pogo. 

    Currently supported Web Browsers for Pogo:

    • Chrome
    • Edge
    • Firefox
    • Safari (Mac Only)

    For Mobile and Tablet

    • iOs devices – Safari and Chrome Browser
    • Android Devices – Chrome Browser

    Clear your cache/cookies from your web browser

  • EA_Illium's avatar
    EA_Illium
    Icon for Community Manager rankCommunity Manager
    2 years ago
    Use EA Help for help on issues with your EA products or account.
    You can also check out Answers HQ and follow @EAHelp on Twitter for updates on emerging issues.

    If you have a problem with your account

    1. On the EA Help homepage, select Account support.

      The EA homepage, where the link to Account Support is highlighted.

    2. Choose the option you need help with.

      The Account Support help page, which shows options to reset or recover my password, change my email address, link or unlink my EA account, manage my account security, manage my orders, redeem a game or product code, view open or past cases and view current or past bans and suspensions.

    If you have a problem with a game or product

    1. On the EA Help homepage, type the title of your game or product into the search bar.

      A highlight of the search bar on EA Help, where you can search for a game or product you're looking for more information on.

    2. Select the game or product you need help with from the search results.

    3. Select the topic that best describes your issue in the Top topics. If you can't find it there, select See all help topics.

      The top help topics for STAR WARS Jedi Survivor.
      1. If you select See all help topics, you can find your topic quicker by using the categories list.

        All help topics for STAR WARS Jedi Survivor. The topic categories are highlighted.

    EA games with other support

    Some of our games have their own support separate from EA Help. Here’s how to get help with those:

    Broadsword

    Get help with:

    Firemonkeys games

    Get help from Firemonkeys support or on Answers HQ.

    Star Wars™: The Old Republic™

    See the best way to get help for Star Wars™: The Old Republic™.

    Contacting us

    If you need to speak to a member of our team to fix your issue, an option to Email us or Chat with us will be available in the help topic.

    Email and chat option under recommended help article.

    If you select Email us, you may get a reply from e.ea.com. This is an official email account from us, so make sure you add it to your contact list. That way it won’t end up in your spam/junk folder.

    If there’s no option to email or chat with us, you may not need to contact us to get the help you need. If your issue is temporary, we’re likely aware of it and working on a fix.

    If you’re not sure, start here:

    • Check out the Answers HQ forums for tips, workarounds, and solutions from other players.
    • Follow us @EAHelp on Twitter for real-time updates on issues. That’s also where we’ll let you know when we’ve fixed a problem.

    Read more at https://help.ea.com/en/help/faq/using-ea-help/

     

About Pogo Technical Issues & Bugs

Join the Pogo community to talk about game issues, browser and HTML5 troubleshooting, and report bugs in the games.3,696 PostsLatest Activity: 16 minutes ago