If your game will not load/or a tab in the game won’t load

[Cordelia]

1. Refresh the Web page

2. Restart your browser and ensure that all windows are closed

3. Check your installation of Flash:
http://www.adobe.com/software/flash/about/

4. Try an alternate link:
* http://ravenwoodfair.com/play
* http://apps.facebook.com/ravenwoodfair/

5. Delete Ravenwood from your flash cache. You will not lose any game data but memory settings will be set back to default.

How to Delete Ravenwood from your flash cache
Close Ravenwood completely then go to this website:
http://www.macromedia.com/support/do...manager07.html
The control panel on the web is not a photograph. It is the actual control panel. Find "edgecast"* and highlight it, then click "Delete Site". Or you can "delete all sites" instead

*Edgecast is the name of Ravenwood's server.

6. Clear your browser history and cookies

7. Restart your computer.

8. Try another browser (optional)

9. If it still will not load submit a bug report:

After allowing the game to finish loading click the "report/contact this app" link located under the game area when you are in the play tab. Add notifications-support@lolapps.zendesk.com to your e-mail’s address book to prevent the reply from being lost in your spam folder.

see: photo tutorial

It would be useful to include
• Your operating system information
• Browser (s) version number
• Error messages you received
• If the error happens at specific times (ie when visiting neighbours)





UPDATE: To avoid confusion all posts older than 30 days have been archived. Moderators and LOLapps employees are still able to view them if necessary.

Hopefully this will make the thread easier to use.

[Roger Eriksson]

loads fine sometimes ween vist frends 2 or 3 works the rest is just loading loading and i wont turne off https im not on a secure line so i can only have https on for security issues i

windows vista sp2

firefox 5.0.1

Adobe Flash You have version 10,3,183,5 installed

[Mimi Force]

when I use google chrome or IE it says the same thing: are you sure you're connected to the internet? and then it says click to reload, but nothing happens. I've cleared my cache and cookies, browsing history, etc. I did a sweep of my computer and still nothing.

[Portia LaCleur]

is anyone going to fix this? seems like a lot of us are having the same problem with ie and google chrome and none of the above suggestions are working!

[RachyCareBear]

loads fine sometimes ween vist frends 2 or 3 works the rest is just loading loading and i wont turne off https im not on a secure line so i can only have https on for security issues i

windows vista sp2

firefox 5.0.1

Adobe Flash You have version 10,3,183,5 installed

The https will wreak havoc with the game, especially with giving and receiving quests. If you don't want to turn it off, you may just have to deal with the bugs. I know that doesn't help much, sorry.

Are there certain friends that always give you issues or does it have more to do with the amount of neighbors visited? If it's the latter, consider clearing your cache in between each visit.

[Mimi Force]

Once AGAIN, not working this morning! Are you even looking into this problem and can you give an estimate to when it will work?



It's later in the evening and I'm still having no luck getting in. It would be great if someone could tell us that the problem is at least being looked at. There are apparently new quests and I can't even enjoy them.

[Portia LaCleur]

I have been trying to play for almost a week now and I just get a box that claims I must not be connected to the server. I've been playing with the same laptop, same updated software and playing this game since it started and this is the first time I have ever had this problem. I've sent in tickets but it seems to be falling on deaf ears as they don't seem to care that a lot of players can't load the game. It's my favorite game, but I'm about ready to tell them they can keep their game!

[Cordelia]

If the above steps have not worked then please follow the last step and send in a bug report.

If the response to your bug report does not resolve the issue please reply to that ticket rather than open a new one so that customer service is aware it is an ongoing problem, and so they will not send you a duplicate response.

Receiving error messages while playing the game is not the same issue as the issue discussed above. The lost connection error can be caused by your operating system going to sleep, the cached version not matching the live version, your internet connection being too busy, low wifi signals, faulty network cables, etc, etc.

[SuzyQzy]

Cordelia, thank you so much for posting the above. I figured you've posted this a gazillion times. I obey your instructions to a tee and it works for me each and every time. I'm curious though as to why it says a max of 100KB of data cached is available, but at 1 or 2KB I need to clear it already. But you know what? I dont know why, but I can load my game after, soooo I aint complaining ;-)

[RachyCareBear]

Cordelia, thank you so much for posting the above. I figured you've posted this a gazillion times. I obey your instructions to a tee and it works for me each and every time. I'm curious though as to why it says a max of 100KB of data cached is available, but at 1 or 2KB I need to clear it already. But you know what? I dont know why, but I can load my game after, soooo I aint complaining ;-)

Cache doesn't cause issues because of the amount of storage space it takes up (the way old programs can). Cache stores data about the game that you're currently playing. If the data stored in the cache on your browser/flash doesn't match the data stored on the LOLapps servers, the mismatch can cause all sorts of issues. Clearing the cache essentially removes the possibility of a mismatch, and therefore reduces the likelihood of errors.

[Cordelia]

Cordelia, thank you so much for posting the above. I figured you've posted this a gazillion times. I obey your instructions to a tee and it works for me each and every time. I'm curious though as to why it says a max of 100KB of data cached is available, but at 1 or 2KB I need to clear it already. But you know what? I dont know why, but I can load my game after, soooo I aint complaining ;-)

*lol* Well I'm glad it works.

A brief explanation of the flash cache.

Each flash app (including flash ads, flash websites, etc) is allowed a certain amount of hard drive space (cache size). You can set the maximum amount for all apps, or you can set it individually for each app. The amount of disk space allocated can affect performance but in general it doesn't, also for some slower computer they run better if you do not allow flash apps to cache at all (0 memory allocation) and others work best if you let the app cache as much as possible so that it runs locally.

The reason you need to delete the cached version of the game isn't that the total space allocated for all apps, or the total space for the specific app is full. It's because for some reason the file sometimes becomes corrupted; also for some reason the cached version doesn't always update when they update the game. When the cached version doesn't match the live version the game may not run properly. It seems that mainly the cached version doesn't update properly when a user has the game running while an update is added; but it's not as simple as that. Sometimes it happens even when the user is offline, and it doesn't happen to everyone whose game is running when a patch is applied.

LOLapps is trying to prevent the issue from their end, to be honest I don't think it can ever be completely fixed. Other temporary internet files sometimes cause problems and they've been around a lot longer. Computers may be perfect in theory, but in practice they aren't really that much better than the fallible humans that create them. So these temporary files and cached files in general speed things up and make them run better, but on some systems they slow things down, and sometimes they become corrupted or don't update when they should and then they need to be dumped. Luckily most internet connections and computers are fast enough that re-downloading the cached file doesn't noticeably increase the loading time; and even manually deleting them only takes a few minutes.

I hope that makes some sense.

[oOoDianaoOo]

Hello, I know there is problems with loading the game with many people but thought I should let you know that mine isnt loading as well. Today is the second day. I did try friends computers and all that I could to clean out my computer. My familys games all load but mine. Thank you for listening and creating such a cute game, I love it! Hope to be able to play soon! my email is girlyracer2001@yahoo.com if needed.

[Cordelia]

Hello, I know there is problems with loading the game with many people but thought I should let you know that mine isnt loading as well. Today is the second day. I did try friends computers and all that I could to clean out my computer. My familys games all load but mine. Thank you for listening and creating such a cute game, I love it! Hope to be able to play soon! my email is girlyracer2001@yahoo.com if needed.

If other people's accounts load on your computer and your account does not then you need to file a bug report so that tech support can investigate.

[SuzyQzy]

*lol* Well I'm glad it works.

A brief explanation of the flash cache.

Each flash app (including flash ads, flash websites, etc) is allowed a certain amount of hard drive space (cache size). You can set the maximum amount for all apps, or you can set it individually for each app. The amount of disk space allocated can affect performance but in general it doesn't, also for some slower computer they run better if you do not allow flash apps to cache at all (0 memory allocation) and others work best if you let the app cache as much as possible so that it runs locally.

The reason you need to delete the cached version of the game isn't that the total space allocated for all apps, or the total space for the specific app is full. It's because for some reason the file sometimes becomes corrupted; also for some reason the cached version doesn't always update when they update the game. When the cached version doesn't match the live version the game may not run properly. It seems that mainly the cached version doesn't update properly when a user has the game running while an update is added; but it's not as simple as that. Sometimes it happens even when the user is offline, and it doesn't happen to everyone whose game is running when a patch is applied.

LOLapps is trying to prevent the issue from their end, to be honest I don't think it can ever be completely fixed. Other temporary internet files sometimes cause problems and they've been around a lot longer. Computers may be perfect in theory, but in practice they aren't really that much better than the fallible humans that create them. So these temporary files and cached files in general speed things up and make them run better, but on some systems they slow things down, and sometimes they become corrupted or don't update when they should and then they need to be dumped. Luckily most internet connections and computers are fast enough that re-downloading the cached file doesn't noticeably increase the loading time; and even manually deleting them only takes a few minutes.

I hope that makes some sense.

Ahhh thank you, Cordelia, that makes total sense. I found out that each time a new version comes out on Thursdays, or it says on the screen to load "the enhanced version", I went ahead and lathered, rinsed, repeated (delete cache, delete cookies, restart puter). Now your explanation explains why, LOL!! It feels good to know why, thanks again, Cordelia! ;-D

[SuzyQzy]

Cache doesn't cause issues because of the amount of storage space it takes up (the way old programs can). Cache stores data about the game that you're currently playing. If the data stored in the cache on your browser/flash doesn't match the data stored on the LOLapps servers, the mismatch can cause all sorts of issues. Clearing the cache essentially removes the possibility of a mismatch, and therefore reduces the likelihood of errors.

Thank you, Rachy18, it all makes sense now, lol!!

[Agnes Mui]

When I go down to the mine, it haven't show any quest.
I've already refined lots of rocks but no quest at all.
It shows the bird at the left corner instead of a rat, what's wrong with it??
I've tried to clear my browser histories and cookies but still not work.
pls help me to fix the problem as I can't finish the quests at Ravenwood.

[Cordelia]

There's a complete list of the new "Refiner" quests here: http://support.lolapps.com/entries/2...refiner-quests

If you are missing any let me know which ones.

I've asked for an update on the Huginn in the mine bug.

Sorry for the inconvenience

[Agnes Mui]

I still have zero quest. Pls help me to check................

[briggette.wilson]

I am hoping this is the right thread, but my "Message center" the tab for gifts, will not open..
it says - 504 Gateway Time-out
The server didn't respond in time. whenever I click on it ...
It is also showing that I have 530 messages,
But when I got to the regular facebook games requests center it does not show 530 requests.
So I need to know what to do please!! Thank you )

[Woody Shepard]

oof, definitely not the first time we've run into this one... will re-open the old bug ticket for when this last happened

Thanks for the feedback, we're currently working on this. Sorry for the inconvenience!

[briggette.wilson]

thank you so much!

[briggette.wilson]

Has there been any response as to whether or not the message tab is going to be fixed? Could they just like, restart my message tab or clean it out or something? I dont know but I would love to be able to use it again, ravenwood is my favorite online game!

[Cordelia]

Has there been any response as to whether or not the message tab is going to be fixed? Could they just like, restart my message tab or clean it out or something? I dont know but I would love to be able to use it again, ravenwood is my favorite online game!

The latest patch list *should* have fixed it; but for some reason it's not working:
http://forums.lolapps.com/showthread...ed(Branch-2.18)

[Gwendolyn Kuchel]

Cordelia: Thank you for your instructions (I do mean that, only thing that I had not tried is the delete my flash cache, which I did on your advice. Now it is worse then ever. This morning got on fine. Then a couple of hours later could not get Ravenwood to load, all I was getting, was at the top of the page, the list of games Lopp supports and the tabs, invite friends, gifts, help (I could use those), and the very bottom where you can send people energy. Nothing in between loaded. Friends said that server was up, so I did everything in the instructions above except the delete flash cache. I then tried to use help, but got error message then tried bug report, when I hit send, I got another error saying a problem has occurred could not send report. That brought me to forums and this tread to see what I could do. I used the link to empty my flash cache. Now I can't launch the game at all, get blank window. Yes did try your two alt links, neither will launch game. I can play other games on facebook. How can I make a bug report without the link at the bottom of the game page? TY for your time and effort in this matter.

[Cordelia]

Cordelia: Thank you for your instructions (I do mean that, only thing that I had not tried is the delete my flash cache, which I did on your advice. Now it is worse then ever. This morning got on fine. Then a couple of hours later could not get Ravenwood to load, all I was getting, was at the top of the page, the list of games Lopp supports and the tabs, invite friends, gifts, help (I could use those), and the very bottom where you can send people energy. Nothing in between loaded. Friends said that server was up, so I did everything in the instructions above except the delete flash cache. I then tried to use help, but got error message then tried bug report, when I hit send, I got another error saying a problem has occurred could not send report. That brought me to forums and this tread to see what I could do. I used the link to empty my flash cache. Now I can't launch the game at all, get blank window. Yes did try your two alt links, neither will launch game. I can play other games on facebook. How can I make a bug report without the link at the bottom of the game page? TY for your time and effort in this matter.

You sen send in a report by clicking the zendesk link at the top of the ravenwood forum, or on http://support.lolapps.com/anonymous_requests/new make sure to include your facebook profile link.

There's no reason deleting the flash cache could cause the footer to stop loading, the footer is part of facebook and not part of the game nor does it use flash