Troubleshooting 101: Loading and Connection Issues with Zynga Games

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1. Update your browser.

There are several documented issues surrounding Internet Explorer 8 (IE8) and Flash Content. If you are using IE8 we suggest that you try a new browser.

2. Clear your browser’s cache.

Zynga games utilize Javascript which is a client side technology. This means that the actual processing of some things within the game happens on your computer and not on our servers. If you notice that your game is having difficulties loading or responding slowly to your actions it may be because your systems cache is full (the cache is where your computer stores information needed to display websites).

  • Internet Explorer 7 and 8:
    1. Open Internet Explorer
    2. Click Tools at the top
    3. Scroll down and select Internet Options
    4. Click Delete under Browsing History
    5. At the bottom, click Delete All. Then click Yes
    6. Close Internet Explorer entirely and re-launch
  • Firefox 3:
    1. Open Firefox
    2. Click Tools at the top of the page
    3. Select Clear Private Data
    4. Click the Clear Private Data Now button
    5. Then, close Fire Fox 3 and re-launch
  • Safari:
    1. From the Safari menu, click Empty Cache
    2. When asked: “Are you sure you want to empty the cache?” click Empty
    3. From the Safari menu, click Preferences.
    4. From the Security dialog box, click Bookmarks
    5. Click Show Cookies
    6. From the Cookie dialog box, click Remove All
    7. Click Done
  • Opera 9.x:
    1. In Opera, click the Tools menu
    2. Click Preferences.
    3. Select the Advanced tab
    4. In the left-hand column, click History
    5. In the Disk cache section, click Empty Now
    6. Click OK to close Preferences

3. Disable Popup or Ad-blocking software..

…such as Kapersky Internet Security or Ad-Block for Firefox. Software of this nature actively monitors javascript and has been found to have a negative performance impact on our games which rely heavily upon javascript.

4. Reduce the number of open internet applications

If you are running several programs that are competing for your internet bandwidth this can cause a lag in response that could also be contributing to this issue. Especially guilty are file sharing applications and concurrent streaming video.

5. Adjust your Flash Settings

Please follow the link below to the Adobe Flash Player Settings Manager. After you have loaded the page please verify that the “Allow third-party Flash content to store data on your computer” option is checked. If this option is un-checked our games may not load completely or correctly on your machine.

6. Verify that Javascript is enabled

Zynga games utilize Javascript which is a client side technology. This means that the actual processing of some of the things that happen within the game will occur on your computer and not on our servers. If you are experiencing difficulties loading our games or using features within our games you may need to verify that your current internet browser has Javascript enabled.

  • Internet Explorer
    1. Open the Tools menu.
    2. Select Internet Options, to open the Internet Options dialog box.
    3. Click the Security tab.
    4. Click the Internet symbol (a globe).
    5. Click the Custom Level button, to open the Security Settings dialog box.
    6. In the Settings list, scroll down to Scripting.
    7. Under Active Scripting, click the radio button to the left of Enable, so that a colored dot appears in it.
  • Firefox
    1. Select Options from the Tools menu
    2. Click Content
    3. Check Enable Javascript
    4. Click OK
    5. Refresh/reload your browser window.
  • Safari
    1. From the Gears Icon at the top right of your browser select the Preferencesoption
    2. Select the Security tab
    3. Check Enable Javascript
    4. Close the Preferences window.
    5. Refresh/reload your browser window
  • Google Chrome

    Chrome installs with javascript enabled and there is no easy security setting from which to alter this setting. We must assume that your javascript is enabled.

7. Plug In

Even the best of wireless connections will be slightly more susceptible to miscommunicating with our servers. If you are playing wirelessly please plug in if possible and see if you see a performance increase.

8. Download the latest version of Direct X

9. Uninstall/Reinstall Flash Player

  1. Uninstall All Flash Components

    Download and Run: Flash Uninstaller

  2. Reboot your System

    This will clear out any left over .ocx files.

  3. Remove Insecure Flash Elements

    Download and Run: Secunia PSI

  4. Remove the Adobe Download Manager

    From your control panel select “Add/Remove Programs” (XP) or “Programs and Features” (VISTA) and check for Adobe Download Manager. If it is present click it once to select it and then click “remove.”

  5. Download and install:

    Adobe Flash Player

10. Uninstall/Reinstall Java Runtime Environment (JRE)

The Java Runtime Environment (JRE) is a common component in modern internet browsing and is used for many things, including playing games! However, when the JRE updates it does not always remove older components. Over time this can have an effect on your systems performance and ability to load games or other web pages.

It is good practice and good for your system to clean up after the JRE from time to time by uninstalling and reinstalling the application

  • To uninstall the Java Runtime Environment (JRE):
    1. Close any open programs you may have running, especially your web browser.
    2. Click Start > Control Panel or Start > Settings > Control Panel (depending on your configuration).
    3. Double click on the Add/Remove Programs control panel icon.
    4. Locate the entry for the Java Runtime Environment (or any Java entry), click on it and then click on the Remove button.
    5. Verify that all instances of Java have been removed.
    6. Re-boot your computer
  • To re-install the Java Runtime Environment (JRE):
    1. Open your internet browser and go to www.java.com.
    2. Click the Free Download button.
    3. The installer should begin automatically. If it does not then select the manual download link and install the package from your desktop.
    4. Follow the prompts, agree to the license and select the typical install.
    5. Re-boot your computer.

11. Remove/Re-install the application.

Your game data exists on our servers and is independent of the client application that you use to access the program. This means that you can remove and replace the application without hurting your game progress. However, if after 90 days you have not reinstalled the application your game progress will be deleted from our servers.

The steps below will walk you through removing the application.

  1. Login to your account
  2. Click on “Account” in the top right-hand corner
  3. Select “Account Settings”
  4. Click “Applications” in the list on the left
  5. Find the game in the list of applications
  6. Click the “X” to the right of the application name
  7. Log out of your account
  8. Restart your computer
  9. Log back in to your social network
  10. Re-add the application

12. Submit a help ticket.

If you are still experiencing issues, after completing all of the steps in this TroubleShooting Guide, please submit a ticket to Zynga Support.

Please include in your support ticket the following information:

  1. Which Operating System are you using (XP, Vista, etc)
  2. Which Browser/Version are you using
  3. Are you using Firewall/Pop-up Blocking/Anti-Virus Software. If so who manufactures it.
  4. How do you connect to the internet? (Cable, DSL, etc)
  5. Is your connection wired or wireless?
  6. Can you load other Facebook Games?
  7. Also please describe in detail what you saw on your screen as you attempted to load our game.

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  • MELIE_IS

    Strange how the page where you claim we can submit a support ticket HAS NO PLACE TO SUBMIT A SUPPORT TICKET!!!!!!!!  WHAT’S UP WITH THAT????
     

  • Betty DesRoche

    come Zynga, all these problems are ridiculous. Why can’t you fix your browser issues. I am always cleaning my cache. On October 30th 2012, you took almost 300.00 FC Cash from my HC game. Still not resolved. I was able to purchase 80 nergy points in a promotion last week. I was only able to use 50 and the rest disappeared.

  • http://www.facebook.com/donna.tew2 Donna Tew

    Zynga ,please read this! I clean my cache every day at least three times a day and have to repair my registry several times a day….your games cause “multiple registry errors”…that is the problem not the cache or the browser or the flash player…they by the way are all up to date.. About to give up on it even thought I truly enjoy it. Afraid I am trashing my laptop. Your site is the only one that does this so what’s up with that??? I’m sure you got rid of the customer service link because it was flooded with unhappy people. My computer even freezes on your forum link sometimes and what good does it do anyhow….just a lot of people with problems talking to others with problems. I play Castleville and Farmville II, have lost 10 friends on Farmville in the last couple of weeks and all on Castleville because I can’t stay on long enough to accomplish anything. Thanks.

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