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Agent PavelTechnical Support
Aug 21, 2018, 14:4708/21/18
07/02/15
4523

Loading issues

Dear Commanders!

Plarium Play and Game Loading Issues 

This topic is created to discuss issues you may experience when logging into the game. Here you will find guides and articles, which contain useful information for troubleshooting. Our moderators and Community Managers can also help you in solving login issues. Besides, please check the solutions posted by other players in this thread. They might be useful for resolving the issue without waiting for a response from the staff.   


There are three main reasons why you may experience login issues: 

  1. The server does not respond. The game/ launcher client is unable to connect to the server. It means the request from your PC is delivered to the game server, but cannot be processed.  
  2. Network problems. The request from the game client cannot be passed to the game server due to Internet connection issues.  
  3. Device-related issues. For example, a player needs to update or reinstall some drivers, components, OS on his/ her PC, etc.  


In the first case, the issue must be resolved by the game server/ launcher developers. 

If the issue is related to some network problems, the developers can rarely affect the resolution from their side. When the request is sent from the game client/ launcher to the server, it goes through a long way before reaching the target. If the connection is lost at some stage, the signal won’t be delivered and will return to the sender (i.e. your game client). 

To make the process of solving the issue easier and faster, we have collected all known solutions in one article for you. 


Ultimate Loading Troubleshoot 


The game does not load/ Error upon login/ The loading screen got stuck at 99%/ Black or White screen 

  1. Clear cache in Plarium Play. To reset the cache, open Plarium Play > Settings > Troubleshooting > Press the button "Reset cache". 
  2. Uninstall Plarium Play from your PC/ Mac.Note: If you're a macOS user, you'll also need to clean out the "/Users/USERNAME/Public/PlariumPlay" folder manually. USERNAME refers to your macOS user name.
  3. Download the latest version of Plarium Play here.
  4. Change DNS settings.
  5. For Windows users, please install all the Windows 7 updates that are available in "Windows Update" on your PC. Or upgrade your Windows version to the higher one.
  6. For Windows users, check if the newest version of NET. Framework is installed on your PC. You can find it here.
  7. If you have problems installing the application, please temporarily disable the antivirus protection on your PC.
  8. Sometimes installing and enabling a VPN on your PC may also help to enter the game.
  9. If the issue persists, please find the "pp_log.txt" file and send it to our Support team. You should find that file at this address:

For Microsoft Windows:

C:\Users\~Your username~\AppData\Local\Plarium\PlariumPlay\pp_log.txt

For Mac OS X:

/Users/~Your username~/Documents/PlariumPlay/pp_log.txt


Note: Windows users can also access the folder containing the log file by going to the Plarium Play Settings, scrolling to the “Troubleshooting” section, and clicking “Show log file”.

The game elements are not displayed/ are displayed incorrectly/ Longtime response to actions in the game/ The game is lagging   


This issue can be related to the DNS settings or to the restrictions of your regional network provider. Solution:  

  1. Clear cache in Plarium Play (Settings -> Reset cache).
  2. Change DNS settings.
  3. Installing and enabling a VPN on your PC may also help. 

If the troubleshoots given above dіd not help, please submit a request to our Support Team by using this link.

Views
10k
Comments
96
Comments
Oct 19, 2018, 16:3310/19/18
01/06/16
3
I have i Yuntab tablet with android 5,1 and i cannot play the game cz is not working to download flash player.Any other program to work ?
Agent PavelTechnical Support
Oct 22, 2018, 14:4010/22/18
07/02/15
4523
inginerul55 said:

I have i Yuntab tablet with android 5,1 and i cannot play the game cz is not working to download flash player.Any other program to work ?
You need to use Adobe Flash player to play the game. Most of the mobile apps do not support it. You can try installing Puffin browser on your tablet, it supports the Adobe Flash player. 
Oct 25, 2018, 11:3810/25/18
11/22/16
15

I use Puffin on tablet. They have a build in Flash converter and game works on any tablet also iPad.

Hope this helps.
Dec 5, 2018, 11:5612/05/18
09/27/15
2

all I am getting is nothing. no load nothing at all. a blank white screen, as if your servers are turned off type situation.  lol I don't expect you guys to even read this, so I am just going to say what others are saying also.  You have taken what was once a good game and made it nothing but a money-grab full of  trash stuff  game that is no longer worth playing.  lol having the game not load is kind of a blessing.   

Try and have a good day. 
Agent PavelTechnical Support
Dec 6, 2018, 14:0312/06/18
07/02/15
4523
crazydav said:

all I am getting is nothing. no load nothing at all. a blank white screen, as if your servers are turned off type situation.  lol I don't expect you guys to even read this, so I am just going to say what others are saying also.  You have taken what was once a good game and made it nothing but a money-grab full of  trash stuff  game that is no longer worth playing.  lol having the game not load is kind of a blessing.   

Try and have a good day. 
Did you check the initial post in this topic? Please perform the steps described. 
Jan 4, 2019, 04:2801/04/19
01/02/19
1
Hello,there,i dont know if its a bug or not,but for along time but scrolling smoothly on Highlands is rough,is not smooth even with the new scrolling feature
Agent PavelTechnical Support
Jan 8, 2019, 16:0801/08/19
07/02/15
4523

cowboyonedev69 Rea said:


Hello,there,i dont know if its a bug or not,but for along time but scrolling smoothly on Highlands is rough,is not smooth even with the new scrolling feature

Hello!

Please submit an individual topic with your question specified in it. Here is an instruction on how to report bugs.
Jan 18, 2019, 06:1101/18/19
01/18/19
1

I think Error Code 0X80071A90 which has affected my laptop is restricting me from playing this game and other game as well. It is taking a lot of to get them load. Will fixing it solve the issue?

Jan 23, 2019, 15:0101/23/19
06/04/18
1

segmentServerAddress: https://mkppen1s00.plrm.zone/MilitaryPp/Segment00

errorMessage: Error #2170

methodName: SignIn

socialId: pp40005439

errorType: securityError

requestDto: {"s":{"vk":{"b":false},"a":false,"tpi":null,"m":"[email protected]","x":null,"de":null,"n":"will","gr":null,"l":"en-US","p":null,"np":false,"ar":null,"fl":false,"tg":0,"s":null,"im":false,"i":"pp40005439","t":0,"d":"will;null;null;en_US;0;;","u":"//cdn01.x-plarium.com/browser/content/portal/common/avatars/default_avatar.jpg"},"f":[""],"l":"%3Fplid%3D61650%26pxl%3Dchrom_store","mr":"","c":{"pht":"2","i":1,"x":1366,"v":"1.0","y":768,"ht":"Portal"},"i":"0","t":300,"rr":"https%3A%2F%2Fplarium.com%2Fforum%2Fen%2Fsoldiers-inc%2Fbug-reports%2F108578_loading-issues-22%2F"}

responseDto: null

date: Wed Jan 23 14:56:13 2019 UTC 

Feb 1, 2019, 19:2102/01/19
01/27/19
1

I would like to know the reason why I can not enter Soldiers Inc., because it stopped booting. Thank you for improving the service. Thank you.


Agent HelgaTechnical Support
Feb 3, 2019, 15:5102/03/19
05/13/15
1261

André Morais said:


I would like to know the reason why I can not enter Soldiers Inc., because it stopped booting. Thank you for improving the service. Thank you.


Hi! 

Please check out the first post. Are all the instructions on what to do if the game does not load are stated there. 

Mar 13, 2019, 17:2603/13/19
03/31/16
1
The Soldier Inc Platform is down Facebook. Anyone has any Idea why and when the platform will come back online?
Mar 13, 2019, 23:5103/13/19
12/19/14
1

Since the Facebook platform is down for Soldiers Inc what will happend to the daily log in count if it's not up and running again before the reset time?

Mar 18, 2019, 01:3303/18/19
08/03/16
111

I have 2 accounts. 


One is a level 60 base and it loads and operates perfectly. 


My other base is a level 89 and it is very slow to load due it's size. Today March 17th however it will not complete the loading sequence, My base has 90% loaded but the Loading Icon is still spinning and i cannot properly access my Resources.I have tried clearing cache an re loading browser but it still will not load. but as i say my smaller base ( level 60) is working perfectly.


?? Why oh Why does it get harder and harder the bigger and bigger your base gets. 

Mar 22, 2019, 18:5503/22/19
08/03/16
111

I Have to report that once again my Game is not completing the loadout...

Only loads 3/4 of the way, my base is visible and I can access the messages and reports but i cannot actually do anything and the load icon symbol is just spinning. 



This is a new recurring problem. Can you fix it please or advise why you think this is happening.


Tragedy of this for me is Ruth Holmes only scammed 300 million and she is going to prison for life. You guys got 500 million and still cannot do shit!. 

Agent HelgaTechnical Support
Apr 16, 2019, 12:4804/16/19
05/13/15
1261

Raging Bro said:


I Have to report that once again my Game is not completing the loadout...

Only loads 3/4 of the way, my base is visible and I can access the messages and reports but i cannot actually do anything and the load icon symbol is just spinning. 



This is a new recurring problem. Can you fix it please or advise why you think this is happening.


Tragedy of this for me is Ruth Holmes only scammed 300 million and she is going to prison for life. You guys got 500 million and still cannot do shit!. 

Hello! 

I have checked your base and I see that you have quite a lot of decor. It can slow the game a bit, but should not cause an issue provided that you have fast internet and powerful pc.

Please, complete all the steps from the first post. If it does not help, make a .har file so that we could perform a deeper investigation. 
Apr 25, 2019, 16:0104/25/19
Apr 25, 2019, 18:33(edited)
04/07/19
3

Hello,

I'm sure this forum is wrong for my question and I apologize, but I have a problem with my Soldiers. I updated Polarium play app and my game is gone. It wants me to play from the start and I was over level 50. 

 What can be wrong? What to do? 


Thank you.

Apr 25, 2019, 17:2104/25/19
03/10/17
8
Nice update for the app!!! NOT!!! Takes ages to download the update, then it takes ages to load the base and when/if it finally loads, in chat the space bar don't work. 
Apr 28, 2019, 11:0504/28/19
05/06/16
1

AVEVO CONTATTATO IL SUPORTO DI SOLDIERS INC SUBITO DOPO IL 14/04 RIGUARDO IL BLOCCO DEL GIOCO DEL 14/04/2019 AVENDO PERSO MOLTE UNITA' A CAUSA DEL PROBLEMA,HO MANDATO PURE LE IMMAGINI DELLE UNITA' PERSE COME VERIFICA DI QUELLO CHE DICHIARO,MA A TUTT' OGGI NON HO RICEVUTO NESSUNA RISPOSTA

CORDIALI SALUTI

Agent HelgaTechnical Support
Apr 30, 2019, 15:5004/30/19
05/13/15
1261

Hello! I am sorry that you faced such an issue.


Please follow these steps:


1. delete the Plarium Play from your computer completely;


2. download the application at https://plarium.com/de/plarium-play/ and install it once again;


3. login to your Plarium account;


4. start the game.


Also, we implemented some performance improvements and the game should load better now. I hope this helps!