There are some specific things you should try prior to contacting support.
Start with the first tab and work your way through each of the solutions provided
This should be the first thing you try. It can almost always fix the issue.
- Clear Cache on Chrome:
- Clear Cache on Chrome:
- If the game is stuck on the loading screen in Chrome, you can also check your plugins to make sure you have flash authorized to run at all times or go to your browser's advanced settings > privacy > content settings > Flash > Allow Sites to run Flash.
- Clear Cache on Firefox:
- Clear Cache on Firefox:
This is separate from Browser Cache and must be done online at the Adobe site
Click this link: Flash Cache
Update Adobe Flash:
You can download updates here: http://get.adobe.com/flashplayer/
Make sure you "uncheck" the box asking if you would like to download McAfee Antivirus or any other add-on they are offering!
- Unplug your modems / routers power cable. This is the line running from your modem to the wall plug-in
- Leave it unplugged for a minute or two
- Plug it back in and wait for the lights to stabilize
- Restart your browser and see if the game loads
- Note: This usually works to fix "White Screen" or DNS errors.
- If none of the suggestions here help you, contact Picadilla Customer Service using the link on the main page of this Wiki
At this point, if you have tried all the other tabs and you're still having issues, you will need to contact game support for further help by clicking the "Support" button at the top of your game window or the link on the Main page of this Wiki.
- Explain the issue you are having exactly - white screen, dns error, incomplete loading etc., and let them know which browser you are using.
- Make a numbered list of all the things you have already tried to resolve your issues. It would look something like this:
- Cleared Cache
- Cleared Flash Cache
- Tried Browser x & x
- Cycled modem
- Note: If you let them know what you've tried already, it will save time in finding the proper resolution.
- Lastly, please be as clear and concise as you can. Remember most support technicians have English as their second language, so try to refrain from using slang or regional language. This will help to create easier communication.