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Agent PavelTechnical Support
21 авг. 2018, 14:4621.08.18
02.07.15
4523

Loading issues

Dear Captains!


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.

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Комментарии
7 сент. 2018, 00:0207.09.18
20.02.17
9

Hetting you know none of you suggested above ideas do not work.  Tried you Ap several times.  Always clearing History.   Same problems with AP as with my own browser.  Returning to my browser.  At least there I have ability to clear History.  in Ap I have no ability.  


I realize servers are small.  realize my WiFi provider may be part of the problem.  Can not keep sending my machine in to be checked.  Have best spyware.  Gaming Netgear too.   


This is to let you know Ap is not working on Win 7 or 8 laptops or desk top computers. 



CrowbarModerator
7 сент. 2018, 06:1807.09.18
07.03.16
2117

@lessaarch5, did you report the problems (i.e., send a HAR file)?

9 нояб. 2018, 20:2109.11.18
09.11.18
1
Hola, han desaparecido todos mis progresos en varios juegos y he empezado otra vez en el nivel 1, mi cuenta es la correcta y en todos los servidores estoy con el nivel 1. Necesito recuperar todos mis progresos. gracias
Agent PavelTechnical Support
11 нояб. 2018, 15:3511.11.18
02.07.15
4523

cat1714 said:


Hola, han desaparecido todos mis progresos en varios juegos y he empezado otra vez en el nivel 1, mi cuenta es la correcta y en todos los servidores estoy con el nivel 1. Necesito recuperar todos mis progresos. gracias

Hello, Captain!

Account issues are handled individually. Please submit a ticket to our Support Team in the appropriate category
31 янв. 2019, 03:0831.01.19
20.02.17
11

HI

WE ALL KNOW THAT ITS CONFIRMED THAT FLASH WILL STOP TO WORK ON ANY BROWSER AT THE END OF 2019.

PIRATE GAME CANNOT WORK WITHOUT FLASH

SO I HAVE FEW QUESTIONS TO THE DIRECTOR MANAGER OF THIS GAME :

1- CAN WE HAVE TODAY THE GUARANTEE THAT YOU WILL DEVELOP THE GAME WITH ALTERNATIVE FLASH OR IN HTML 5 OR ANY OTHER TECHNICAL SOLUTION THAT WE CAN KEEP PLAYING AT THE END OF THIS YEAR?

2- IF NOT, DO YOU PLAN TO REIMBURSE THE PLAYERS WHO STILE INVEST MONEY IN THE GAME AS YOU KNOW YET YOU WILL CLOSE IT NO LATER THAN THE END OF 2019

3- WILL YOU ALSO CONSIDER REIMBURSE THE PLAYERS WHO HAS INVESTED MONEY SINCE THE BEGINNING OF THE GAME TO BUILD THEIR HAVEN, TRAIN THEIR TROOPS AND SO ON?

THANK YOU IN ADVANCE FOR A FRANCK AND LOYAL REPLY

31 янв. 2019, 16:1031.01.19
07.03.16
245
Excellent questions and I forwarded them to support, hopefullly we all can get a satisfactory reply.  Good luck and pleasant sailing.
CrowbarModerator
4 фев. 2019, 08:1704.02.19
07.03.16
2117

Everyone, please, Fred's post was seen and passed on. Further copies of the same will only be deleted, and the offenders might get banned. Flooding the forum with them will not get the questions answered any quicker.

5 фев. 2019, 07:5205.02.19
20.02.17
3

The lack of response to a very simple question speaks volumes. Adobe announced the impending death of Flash some time in mid 2017... giving Plarium ample time to inform it's clients of any plans it may or may not have for several of it's products. 



If a business is asked directly by it's customers if it can continue to supply a product it is still actively marketing and fails to respond, something smells fishy in Denmark.

Agent HelgaTechnical Support
5 фев. 2019, 16:4705.02.19
13.05.15
1258

Hello! First of all, no need to panic.

We are aware of the fact that Flash will stop working. And you can be sure that our team will do everything that is possible to keep the game running for all the players. 


Also, please note that this particular section is dedicated to players who face loading issues right now. 

If you face loading issues (which means that the game does not load right now and you need help from the support team) you are welcome to keep posting here.

For a general discussion about the future of the game, please post in the Game Discussion thread. 

I would appreciate your understanding.

5 фев. 2019, 19:1005.02.19
20.02.17
3

Agent Helga said:


Hello! First of all, no need to panic.

We are aware of the fact that Flash will stop working. And you can be sure that our team will do everything that is possible to keep the game running for all the players. 

Fantastic job avoiding actually answering any of Fred's questions. Ever considered a career in politics?

6 апр. 2019, 19:5106.04.19
29.10.18
2

segmentServerAddress: https://kpppen1s01.plrm.zone/PiratesPPeng/Segment00

errorMessage: Error #2170

methodName: SignIn

socialId: pp42430868

errorType: securityError

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responseDto: null

date: Sat Apr 6 19:49:28 2019 UTC 

6 апр. 2019, 19:5306.04.19
29.10.18
2

segmentServerAddress: https://kpppen1s01.plrm.zone/PiratesPPeng/Segment00

errorMessage: Error #2170

methodName: SignIn

socialId: pp42430868

errorType: securityError

requestDto: {"mr":"","l":"","i":"0","f":["pp23431750","pp23419128","pp8360397","pp21665341","pp35364219","pp9630687","pp32854823","pp24673798","pp23817497","pp24624099","pp25008653","pp38459425","pp19281930","pp26861770","pp21609851","pp10992940","pp36885959","pp23479012","pp29499266","pp28353244","pp25061118","pp21325716","pp21293435","pp23237004","pp15589959","pp20133213","pp9051168","pp7513664","pp22151459","pp24014100","pp29592814","pp17639114","pp42036169","pp15050316","pp12154294","pp14253546","pp39930445","pp28260306","pp32733075","pp22380908","pp13727646","pp21869575","pp8789215","pp27194129","pp24394603","pp27269792","pp10524780","pp7945496","pp24695507","pp10620560","pp6234582","pp23302002","pp33074158","pp27390452","pp27374209","pp10392396","pp24695571","pp25524440","pp20120690","pp23393980","pp36356197","pp15323850","pp39508687","pp39528660","pp45686609","pp41251651","pp39734362","pp39500512","pp39018242","pp41199607","pp3942222","pp45633577","pp8725064","pp42326894","pp42277090","pp42725967","pp40587706","pp43863954","pp43849283","pp23703711","pp43620420","pp9742985","pp24117743","pp12828051","pp24482472","pp25701874","pp25299830","pp43206978","pp39920709","pp14197069","pp13369585","pp20096599","pp24064782","pp24152587","pp23348276","pp20725149","pp10288281","pp38755816","pp27607329","pp42372065","pp9942054","pp24078064","pp42405736","pp18307160","pp6368069","pp22023473","pp14104177","pp10765616","pp6212741","pp12553579","pp43157589","pp23554340","pp22107751","pp7519762","pp8156662","pp38042808","pp37567779","pp27612016","pp22149909","pp13470664","pp14643435","pp23360488","pp19831955","pp42890641","pp42469847","pp23365339","pp42953086","pp23419484","pp41342096","pp40046571","pp42664855","pp41768359","pp6959348","pp42931294","pp13584052","pp30252395","pp23300091","pp25804341","pp37522175","pp36873760","pp30646456","pp20101606","pp42919238","pp42871453","pp37740571","pp39894098","pp21784525","pp42515747","pp34566050","pp33173460","pp34460110","pp23424261","pp34503306","pp34566096","pp18365352","pp41740953","pp23745460","pp42657949","pp15891305","pp26865393","pp42526346","pp38682793","pp13259856","pp30984136","pp28482933","pp38918856","pp34347124","pp37596798","pp37784232","pp25336546","pp30984191","pp42710924","pp31218885","pp41214440","pp26354451","pp38913025","pp32738084","pp23272566","pp34347069","pp24609714","pp32735221","pp23423959","pp34347054","pp34503283","pp35655769","pp36616340","pp37264082","pp37435461","pp37500826","pp37529788","pp29808045","pp29777433","pp15392230","pp26558545","pp40913437","pp8458108","pp42665964","pp36333693","pp26850155","pp26850944","pp16148587","pp20192599","pp17825939","pp42681475","pp25078534","pp42384847","pp31921767","pp42563069","pp26722240","pp12365268","pp26867026","pp20056144","pp26867203","pp26867710","pp13725903","pp40493264","pp12949795","pp6890137","pp41945052","pp20702682","pp25223380","pp42643205","pp17397117","pp14001701","pp17642056","pp32735203","pp41214916","pp26863785","pp42332253"],"c":{"x":1024,"ht":"Portal","i":1,"v":"1.0","y":768,"pht":"2"},"s":{"x":null,"vk":{"b":false},"de":null,"l":"en-US","gr":null,"s":null,"im":false,"m":"bobbietof@hotmail.com","t":0,"a":false,"n":"Bobbie","u":"https://s3.us-east-2.amazonaws.com/plarium-avatar/42430868.jpeg?v=1552764373","i":"pp42430868","np":false,"p":null,"ar":null,"tg":0,"d":"Bobbie;null;null;en_US;0;;","fl":false},"t":240,"rr":"https://plarium.com/en/strategy-games/pirates-tides-of-fortune/game/"}

responseDto: null

date: Sat Apr 6 19:51:37 2019 UTC 

CrowbarModerator
6 апр. 2019, 20:4806.04.19
07.03.16
2117

@Bobbie, please read the instructions in the first post and send the HAR file at the link that is provided there.

23 апр. 2019, 05:0723.04.19
21.10.18
1

it's new : capchas and re-capchas everytime i log in; very boring


we didin't have enough of flash glitchs to connect the game....
25 апр. 2019, 15:1625.04.19
07.03.16
245
It should stop once you've logged in providing you do not turn off your computer or have power outage, this happened to me and I did have to do the bot sign-in again.  I do know for a fact though that some peeps have had to deal with the bot many times, so there has to be a reasonable amount of times to have the bot log in.  
2 май 2019, 11:5602.05.19
11.03.17
2
Lady L said:

Hetting you know none of you suggested above ideas do not work.  Tried you Ap several times.  Always clearing History.   Same problems with AP as with my own browser.  Returning to my browser.  At least there I have ability to clear History.  in Ap I have no ability.  


I realize servers are small.  realize my WiFi provider may be part of the problem.  Can not keep sending my machine in to be checked.  Have best spyware.  Gaming Netgear too.   


This is to let you know Ap is not working on Win 7 or 8 laptops or desk top computers. 




2 май 2019, 11:5702.05.19
11.03.17
2
i have the same problem with AP...can'tload pirates or sparta that i m playing...i start the vikings just for check and it works....but what about pirates and sparta??????
4 май 2019, 05:5704.05.19
04.09.16
21
My Friend Request notification not loading, has anyone had this issue before, Thanks
20 май 2019, 11:3520.05.19
17.05.19
1
I have the same problem loading Plariums app, however my comp  tells me it is because off a missing DLL file, come on Plarium programmer try again and include the missing DLL file.. easy realy dontcha think
CrowbarModerator
20 май 2019, 12:3520.05.19
07.03.16
2117

Drake said:

I have the same problem loading Plariums app, however my comp  tells me it is because off a missing DLL file, come on Plarium programmer try again and include the missing DLL file.. easy realy dontcha think

It would probably help if you wrote which DLL file is missing.

Also, try Googling it. If it's not Plarium's, but something belonging to Windows or some library, you might be lucky enough to find it downloadable and save yourself the grief of waiting for Plarium to fix it. ;-)