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Help! I Can't Load PopCap Games...


By Jessie

Having trouble playing PopCap games? The tips below should provide a quick and easy solution...

Troubleshooting Tips

Note: Online games are free games and only playable over the internet.
In order to play these games, certain components need to be installed and activated on a computer through its browser. Depending on the computer and its browser, this could range from ActiveX components to Java components. If these are not installed through the computer's internet browser, PopCap Games products that are web-based will not operate properly.

Other possible issues that could cause blocking of our online games may be pop-up blockers, firewalls and virus scanners. Please refer to your computers help articles or your browser's help articles regarding installing and activating these components. Purchasing the full-versions of PopCap Games products does not require the usage of browser components. Here are some options in troubleshooting this issue:

Option 1 - Installing our ActiveX [PopCap Games Loader]

If your web game does not automatically start, you may not have the proper ActiveX installed on your computer.

How do I install ActiveX?

You should see a yellow drop down box appear near the top of the window asking if you would like to install the PopCap Games Loader, please click this box and select 'Install ActiveX Control'.

Once you have installed the correct ActiveX, your game should begin!

Option 2 - Clear your internet cache (cookies)

Clearing your internet browser cache/cookies can fix many common issues such as loading or crashing in mid-game. Some browser components may need to have their cache cleared as well. Please select your browser for instructions:

Internet Explorer 5.x or 6.x
1. Launch your Internet Explorer browser.
2. Click on the Tools menu at the top of the browser.
3. Click on Internet Options from the drop-down menu.
4. Click on the Delete Cookies button.
5. Click on the Delete Files button.
6. Click OK.
7. Close your browser and restart Internet Explorer.

Internet Explorer 7
1. Launch your Internet Explorer browser.
2. Click on the Tools menu at the top of the browser.
3. Click Delete Browsing History.
4. Click Delete All.
5. Close your browser and restart Internet Explorer.

1. Choose Tools from the main menu (at the top of the Firefox window).
2. Click on Options, and the Options window will appear.
3. Click on the Privacy button on the top left of the window.
4. Click the Cache tab and then click the Clear Cache Now button.
5. Your computer may take a minute or two to delete everything.
6. Once your cursor reverts from the hourglass to the normal cursor, click the OK button at the bottom.
7. Now, close all Firefox windows and re-open Firefox again.

We recommend that you also clear the Java cache and temporary internet files.
Many internet games and tools use Java to operate. Often, clearing the cache for Java will resolve numerous issues. In order to delete the Java cache, which is different from the browser cache, please follow the steps below.

1. Click Start
2. Select Control Panel

Option 3 - Enable Java

Internet Explorer
1. Under Tools, select Internet Options
2. Select the Security tab
3. Set your security level to Medium or lower
4. If you have chosen to customize your security settings for the Internet zone, be sure that under the Java heading, "Java permissions" is not set to "Disable Java." Select one of the three safety levels instead. Also be sure that under the Scripting heading, "Scripting of Java Applets" is set to "Enable" or "Prompt."

Windows XP Users
If you have a new installation of Windows XP or Internet Explorer 6, you may need to download the Java Virtual Machine from Sun. Please refer to the following link:

1. In the Menu bar, click Edit
2. Click Preferences
3. Select Advanced
4. Check mark Enable Java and Enable JavaScript

1. Under Tools, select Options
2. Select the Content tab
3. Check mark Enable Java and Enable JavaScript and select OK

Option 4 - Temporarily disable your firewall, pop-up blockers, or anti-virus software

Some antivirus or personal firewall applications incorrectly identify our products as viruses and disrupt or block the software from downloading or registering. Please be assured that products that come from PopCap Games are virus free. We recommend the following options regarding this security software:

Update Your Anitvirus Software
Please visit your AntiVirus Software website for the latest virus definitions to allow the component to load properly.

Disable your Anti-virus Software, Firewalls and Blockers
Temporarily disable your firewall, pop-up blockers, or anti-virus software until the ActiveX successfully loads.

Please refer to your computer or internet browser customer support section for further information on how to temporarily disable these programs.

IMPORTANT: PopCap Games strongly recommends that you re- enable your firewall, anti-virus software and/or pop-up blocker after the ActiveX properly loads.


Still can't play PopCap games? Send us a Support Ticket

Please include as much detail as possible about what happened, any particular steps we can take to make the same thing happen, and how often it's occurring. The more information we have, the faster we can track down anything that might be wrong.

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