If you experience any of the issues listed below, please perform the loading troubleshooting steps one by one. Proceed to the next step if the previous one didn't help (~10 minutes):
- The game does not load
- Game loading is stuck at 80-99%
- Black or white screen
- Lagging or slow performance
- Errors
Click to show/hide content:
Windows
1. Reinstall the game
- Open Plarium Play
- Go to "My Library"
- Click three dots near the "Play" button
- Uninstall the game
- Install it again
2. Restart Plarium Play
- Go to your system tray in the bottom right corner of the screen
- Click the arrow symbol
- Right-click the Plarium Play icon
- Choose "Exit" from the menu
- Open Plarium Play and run the game
3. Reset the cache in the Plarium Play
- Go to "Settings" > "System Preferences"
- Click the "Reset cache" button
Note: After that, you will be logged out of all Plarium Play accounts.
4. Reinstall Plarium Play
- Go to the Taskbar at the bottom of the screen
- Click the "Start" button
- Select "Settings" > "Apps" > "Apps & features"
- Find Plarium Play
- Select "Uninstall"
- Reinstall the app from the official website
If you have a different layout, please check out this article.
5. Update your software
Install the newest versions of the Net.Framework, Visual C++ Redistributable and DirectX. Here are the links you can use:
- DirectX
Make sure to update your OS and GPU drivers as well.
6. Check if Plarium Play is installed in a folder that contains special symbols (#, &, µ, etc.) or spaces in its name
In this case, please remove special symbols or spaces from the folder name and reinstall Plarium Play. Alternatively, you can reinstall Plarium Play to a different folder that does not contain special characters or spaces.
7. Make sure there is enough free space on your PC
It is recommended to have at least 10-15% of your drive space available for better performance. To check the total disk space left on your PC:
- Go to the Taskbar at the bottom of the screen
- Click the "File Explorer" icon
- Select "This PC" on the left
- The available space will be visible under the "Devices and drives" section
8. Check your antivirus
Check if your antivirus blocks some files or places them in quarantine. Try turning off your antivirus during installation or add the Plarium Play folder to the exceptions.
9. Delete the "flash_wrapper" folder
- Go to the Taskbar at the bottom of the screen
- Click the "File Explorer" icon
- Select "This PC" on the left
- Go to C:\Users[username]\AppData\Local\Plarium Play\StandAloneApps
- Delete the "flash_wrapper" folder
- Download the game again and try launching it
10. Restart your Wi-Fi router
To do it, please unplug it and wait at least a minute. Then plug it in and press the power button to turn it on, if needed.
11. Connect your device to the different network
Try running the game using another Wi-Fi or switching to cellular data using your phone as a hotspot. Instructions on how to share mobile connections can be found here:
- Android
- iOS
If that is not possible or the problem persists, please try using a VPN. You can find free VPNs here.
12. Follow the instructions in the article to change your DNS settings
Mac
1. Reinstall the game
- Open Plarium Play
- Go to "My Library"
- Click three dots near the "Play" button
- Uninstall the game
- Install it again
2. Delete the "flash_wrapper" folder
- Click the 
Finder icon in your Dock
- Click "Go" > "Go to Folder" (or press Cmd + Shift + G while in Finder menu)
- Start typing the folder's pathname: ~Public/PlariumPlay/StandAloneApps
- Click the "StandAloneApps" folder when it appears
- Delete the "flash_wrapper" folder
- Download the game again and try launching it
3. Reset the cache in the Plarium Play
- Go to "Settings" > "System Preferences"
- Click the "Reset cache" button
Note: You will be logged out of all Plarium Play accounts after that.
4. Reinstall Plarium Play
- Open 
Launchpad by clicking it in the Dock
- Find Plarium Play
- Press and hold the Option key, or click and hold the Plarium Play icon until all apps start jiggling
- Click the "Delete" button next to the icon, then click "Delete" to confirm the action
- Reinstall Plarium Play from the official website
5. Make sure there is enough free space on your PC
It is recommended to have at least 10-15% of your drive space available for better performance. To check the total disk space left on your PC:
- Go to the "Apple menu" > "System Settings"
- Click "General" in the sidebar
- Click "Storage" on the right
- Click "All Volumes"
Light grey space shows free storage space. If you have a different layout, please check out this article.
6. Check your internal disk using Disk Utility
Follow the instructions in the article to check for and fix possible errors with your storage.
7. Check your antivirus
Check if your antivirus blocks some files or places them in quarantine. Try turning off your antivirus during installation or add the Plarium Play folder to the exceptions.
8. Restart your Wi-Fi router
To do it, please unplug it and wait at least a minute. Then plug it in and press the Power button to turn it on, if needed.
9. Connect your device to the different network
Try running the game using another Wi-Fi or switching to cellular data using your phone as a hotspot. Instructions on how to share mobile connections can be found here:
- Android
- iOS
If that is not possible or the problem persists, please try using a VPN. You can find free VPNs here.
10. Follow the instructions in the article to change your DNS settings
11. Restart your Mac
- Restart your PC using the "Restart" button, not "Shut Down"
- Delete Plarium Play (as described in step 4 earlier)
- Download Plarium Play from the official website and install it again
12. Install Plarium Play in the Safe Mode
- Delete Plarium Play (as described in step 4 earlier)
- Choose "Apple menu" > "Restart"
- Immediately press and hold the Shift key on your keyboard
- Release the Shift key when the login window appears. You will see the message that Safe Mode is active:
- Install Plarium Play from the official website
- Reboot your device by going to the Apple menu and clicking "Restart" again
13. Try playing the game with the other user on your Mac
If you have only one user, please create a test user:
- On your Mac, choose "Apple menu" > "System Settings" > then click "Users & Groups"
If the lock at the bottom left is locked, click it to unlock the preference pane.
- Click the "Add User" button below the list of users
- Click "New User", then choose an Administrator type
- Enter the full name of the new user
- Enter a password for the user, then enter it again to verify
- Enter a password hint to help you remember the password
- Click "Create User"
- Log in to the new user and try launching the game
If you need to delete the New User, just log in to your main one, go to "System Settings" > "Users & Groups", and click the "Remove user" button.
Android
1. Reconnect to the Wi-Fi
Go to your device's Settings and turn off the Wi-Fi connection. Wait a few minutes, then turn it back on.
2. Reboot your Wi-Fi router
To do it, please unplug it and wait at least a minute. Then plug it in and press the power button to turn it on, if needed.
3. Connect using a different network
Try running the game using another Wi-Fi or switching to cellular data. If that is not possible or the problem persists, please try using a VPN. You can find free VPNs here.
4. Make sure your account is connected to Plarium ID or a social network
Further troubleshooting steps will require clearing the data, which will log you out of the account. To check if your account is linked, go to "Settings" > "Profile".
5. Clear the game cache
- Open your device's "Settings"
- Choose "Apps" / "Application Manager"
- Select the game
- Tap "Clear cache" (sometimes you have to tap "Clear data" first)
- Launch the game
6. Delete the game from your device and download it again
- Open your device's "Settings"
- Choose "Apps" / "Application Manager"
- Select the game
- Tap "Uninstall"
- Reinstall the game from Google Play
7. Reboot your phone
On most devices, you can do that by pressing the "Power" button for a few seconds or simultaneously holding down the "Volume Up" and "Power" buttons.
iOS
1. Reconnect to the Wi-Fi
Go to your device's "Settings" and turn off the Wi-Fi connection. Wait a few minutes, then turn it back on.
2. Reboot your Wi-Fi router
To do it, please unplug it and wait at least a minute. Then plug it in and press the power button to turn it on, if needed.
3. Connect using a different network
Try running the game using another Wi-Fi or switching to cellular data. If that is not possible or the problem persists, please try using a VPN. You can find free VPNs here.
4. Make sure your account is connected to Plarium ID or a social network
Further troubleshooting steps will require clearing the data, which will log you out of the account. To check if your account is linked, go to "Settings" > "Profile".
5. Clear the game cache
- Double-click the "Home" button
- Swipe up on the game app to close it
- Launch the game
6. Delete the game from your device and download it again
- Go to the Home screen
- Swipe left past all the Home Screen pages to get to the App Library
- Find the game
- Touch and hold the game icon
- Tap "Delete App" > "Delete"
- Reinstall the game from the App Store
7. Reboot your phone
On most devices, you can do that by pressing the "Power" button for a few seconds or simultaneously holding down the "Volume Up" and "Power" buttons. If that doesn't work, please check out the instructions for your device here.
If the troubleshooting steps given above do not help, please submit a request to the Support Team. Describe the issue in detail and attach a screenshot illustrating it. Also, specify what solutions have already been tried. Here is the link you can use.