Troubleshoot Loading Issues

Hyperius
Hyperius
Moderator
Joined Dec 2011 Posts: 11,953
This FAQ is for players who are experiencing loading issues. Specifically, loading issues mean that the load bar stops at some point (including at 100%) and does not progress any farther, no matter how long you wait. Alternately, loading issues could include a situation where the load bar completes, but the game screen does not actually come up (maybe you're left with just a white screen, or another color, but you don't see your base).
Loading issues can occur for a wide variety of reasons, from something on our end at Kixeye, to something with Facebook, to an issue with your Internet connection or an issue with your computer. This makes it difficult to come up with one magic answer to all loading issues, but we have compiled a list of troubleshooting steps you can try. Start at the top of the list and work your way down, as the most common fixes are listed at the top and the more complex ones are farther down.
  • Close any other programs you have that are accessing the Internet (other browser windows, any file downloads, other games, etc.)
  • Check your Facebook Security Settings. Under Account, select Account Settings, then Security, and see if Secure Browsing is Enabled. You may wish to try disabling this to see if it helps.
  • Make sure your operating system is up to date with all recent patches - if you have Windows, just run "Windows Update." If you have a Mac, click on the apple icon in the upper-left of the screen, then select "Software Update."
  • Clear your browser cache, then close and restart your browser. Try to open the game without opening any other tabs or browser windows. You can find instructions on how to clear your cache and delete your cookies, here.
  • Make sure that you have the most recent versions of your browser software and Adobe Flash
  • Try using a different browser. Download and install a new browser (so all of the settings are set to default), preferably Google Chrome or Mozilla Firefox
  • Restart your computer
  • If possible, try using a different computer
  • Run a virus/malware scan on your computer. You can get Anti-Malware for free from Malwarebytes, and this will make sure that you don't have any spyware affecting your computer's performance.
  • Run a traceroute to bm.lb6.fb.casualcollective.com for Backyard Monsters, bp-fb-vip.sjc2.kixeye.com for Battle Pirates, and wc-fb-lb1.sjc.kixeye.com for War Commander. You can find instructions on how to run a traceroute here or here (for Mac users). This will track your Internet connection from your computer to us, and look for any hangups. If you notice any large numbers (500+ ms) at any of the stops, or if you don't get a number as a response (i.e. if you get just stars), then your loading issues could be caused by connection trouble. Contact your Internet Service Provider to see if they can assist you in resolving this.

The following was reported to help by a few users.
To resolve the DNS resolver cache on a Windows Vista-based computer, follow these steps:
  1. Click Start , click All Programs, click Accessories, and then right-click Command Prompt.
  2. Click Run as administrator. If you are prompted for an administrator password or for a confirmation, type the password, or click Continue.
  3. At the command prompt, type ipconfig /flushdns , and then press ENTER. This command flushes all the DNS entries that have been cached.
To resolve the DNS resolver cache on a Windows XP-based computer, follow these steps:
  1. Click Start, click Run, type cmd , and then click OK.
  2. At the command prompt, type ipconfig /flushdns , and then press ENTER. This command flushes all the DNS entries that have been cached.


Please check that your computer has the correct date and time.
Some users have reported that changing from secure to non-secure helps them, ie http instead of https. However if this does help you, then please still report this to us via our support form, as it should work correctly in both.


If none of this helps and you are still experiencing loading issues, please contact us via our support form. Please include the following information:
  1. Your user ID number
  2. The processor, RAM, and operating system of your computer
  3. Your browser and Adobe Flash versions
  4. Your traceroute data
  5. What steps you have tried to resolve this (please don't just say "I've tried everything," let us know exactly what you did so we know what we can eliminate)
This will help us to analyze your issue, and see if there is any further troubleshooting we can do.

KIXEYE Senior Moderator

Playing since 9/30/11

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