Support and Troubleshooting

Below is a list of common problems and resolutions.

Also, please make sure that your computer meets the system requirements.


The game will not load, or I cannot play the game

Problems with running the game can be due to conflicting software, such as popup blockers, ad blockers and firewalls, or by a problem with the version of Java installed on your machine. Please read the sections below and try the suggestions in each:

Still not working?

If you are still not able to play Kingdoms of Arcania, please contact us.


Resolve Java software problems

This section may help you if you are experiencing any of the following problems:

  • You get the message: "Your browser is not configured to support the <applet> tag."
  • When you try to sign up or launch a game, your browser stops on the "Verifying Java VM" page.
  • When you try to sign up or launch a game, you see a big grey square, but nothing happens.
  • The web page starts to launch the game but never finishes.
The remainder of this section lists several possible solutions to the problem.

Check the minimum system requirements

Before installing plugins or fiddling with browser settings, please make sure that your system meets the system requirements.

Install the latest Java Virtual Machine

Most likely, all you need to do is download the latest version of Java from java.com. This is a free download and will only take a few minutes, depending on your connection speed.

After this installation completes, please close all browser windows and try playing Kingdoms of Arcania again.

Ensure that your browser is using the correct Java VM

If you've recently visited java.com to get the latest version of Java, and are still having problems, then your browser may still be configured to use the default Java virtual machine, rather than the one from Sun Microsystems.

Windows users

  1. Close all browser windows.
  2. Open the Windows control panel.
    • Windows 2000: Start -> Settings -> Control Panel.
    • Windows XP: Start -> Control Panel.
  3. Select "Java Plug-In".
    • Windows XP: You might need to select "Switch to classic view" or "Other Control Panel Options" to access this option.
    If you cannot locate the "Java Plug-In" option in the control panel, you probably don't have the latest version of Java installed properly.

    You should see a dialog box similar to this one:

  4. Select the "browser" tab.

    You should see something like this:

    The list of browsers shown on your computer may not match the list shown above exactly, since it will only show web browsers actually installed on your computer. If you use Internet Explorer, then that will probably be the only browser listed.

  5. Ensure that the checkbox next to your browser is checked. If it is not checked, check the box and select "apply." Then try playing Kingdoms of Arcania again. If the checkbox was already checked, the continue reading.

Check out this diagnostic applet

Below is a simple Java applet which tests your browser's ability to run Kingdoms of Arcania and displays some information about the Java Virtual Machine used by your browser. (It may take a few seconds for the applet to appear.)

Your browser is not configured to support the '<applet>' tag.
Please ensure that you have installed latest version of the Java plugin and that your browser is configured to use this plugin.

If you see a blank grey box, then your browser does not support JDK 1.1 applets. Otherwise, the applet should contain a message which indicates the cause of the problem. Most likely, the Java VM version is not 1.4 or higher.

Check the Java Console

The "Java Console" contains diagnostic messages output by the Java Plug-In, and is sometimes helpful for tracking down Java-related problems. The method you use to access the Java Console depends on your browser and operating system:

Internet Explorer 6

Select "Tools -> Sun Java Console"

Netscape 7 / Mozilla

Select "Tools -> Web Development -> Java Console"

Opera

Select "Tools -> Advanced -> Java Console"

Windows (all browsers)

When the Java Plug-In is activated, a small icon will usually appear in your system tray. Right click on this icon and select "Open Console:"


Disable possible conflicting software

This section may help you if you are experiencing any of the following problems:

  • The web page starts to launch the game but never finishes.
  • You click on the 'Launch' button, but nothing happens.
The remainder of this section lists several possible solutions to the problem.
  • Disable Popup blockers.
  • Disable ad blocking software. Different ad blockers can cause problems running the game. Consult the documentation for your specific ad blocking software to either disable the software, or allow our site to download and run the game applet.
  • Disable or configure firewalls. Consult the documentation for your firewall to determine how to allow access to our game applet.


Disable Popup blockers

Make sure that you don't have any popup blockers enabled, or if you do have a popup blocker, ensure that popups from our web site are allowed.

To check your popup blocker settings in Internet Explorer, open your browser and then select the 'Tools' menu item on the top menu bar, then select the 'Pop-up Blocker' menu, then select the 'Pop-up Blocker Settings...' menu item.

On the dialog that comes up, make sure you have '*.fallofromegame.com' in your 'Allowed Sites:' list. If you do not, add it by typing '*.fallofromegame.com' in the 'Address of Web site to allow:' text field, and click the 'Add' button. You will also need to add the URL 'fall1.kingdomsofarcania.com' if you wish to view the rules from within the game.


I get the message "session dropped"

Your browser may be overly-aggressive when caching data used by the game. We give instructions for checking this setting for Internet Explorer. Other browsers have similar options.

Internet Explorer users

To check your cache settings in Internet Explorer, open your browser and then select the 'Tools' menu on the top menu bar, then select the 'Internet Options...' menu item.

In the dialog that comes up, under the 'General' tab, there is a section called 'Temporary Internet files'. Click the 'Settings...' button in this section.

On the dialog that comes up, there are two settings you need to check. First, there is a radio button group called 'Check for newer versions of stored pages'. Set the radio button on the 'Automatically' setting. Second, there is an 'Amount of disk space to use' slider. Make sure you have ample disk space allotted for caching. On most newer system, 1 gigabyte (1000 MB) or more should be selected.


The screen looks cramped and I can't read the text

Make sure your monitor is in 1024x768 resolution prior to launching the game. To change your monitor resolution in Windows, click on your 'Start' button, then select the 'Control Panel' item. From there, double-click the 'Display' button. On the dialog that comes up, go to the 'Settings' tab. This page has a slider that changes your screen resolution - ensure it is set to 1024x768 or greater.


I'm not receiving any email notifications regarding games

Email notifications are sent to notify players of certain events, such as the start of a game, or the receipt of an in-game message from another player. If you are not receiving these emails, they might be getting directed to your bulk mail folder, so check your bulk mail folder for email you think you might not have received. You may need to change your mail filter settings to ensure that you receive our emails. Also, some programs may also require that you bookmark emails address from which you receive email, in which case you need to add info@kingdomsofarcania.com and support@kingdomsofarcania.com to your address book.


I'm having some other problem not explained above

Many problems can be resolved by closing the game applet and all browser windows. deleting your Internet cache, and trying to launch the game again. We suggest trying this if you are having any problem not explained above.

To delete your cache in Internet Explorer, open your browser and then select the 'Tools' menu on the top menu bar, then select the 'Internet Options...' menu item. In the dialog that comes up, press the 'Delete Files' button.

If that doesn't resolve the problem, please contact us.


I need to contact technical support

If you've read the suggestions above and still aren't able to solve your problem, please email us at support@kingdomsofarcania.com.

Please be sure to include:

  • A detailed description of the problem.
  • What operating system you are using. (Windows 2000, Windows XP, Max OS X, Linux, etc.)
  • What browser you are using. Please be sure to include the full version number. You can usually find this information under "Help -> About."
  • The Java Plug-In version you are using. You can find this information on the "About" tab of the Java Control Panel.
  • Copy and paste the contents of the Diagnostic Applet Window, if you are able to access it.
  • Copy and paste the contents of the Java Console, if you are able to access it.