Browser Related Issues – The Game is Not Loading Correctly

Purpose:
To assist operators in diagnosing and resolving issues where a player reports that the game is not loading correctly or appears broken within the browser or native app environment.

Common Causes

1. Outdated Browser Version:

   • Players using older browsers (e.g., outdated Chrome, Safari, Edge, or Firefox versions) may face compatibility issues.

   • Ensure the player is using the latest stable version of their browser.

2. Unsupported Browser Type:

   • Some legacy browsers or in-app browsers (e.g., certain embedded Android WebViews) may not support the required game rendering standards.

   • Advise players to switch to Chrome or Safari (latest) for optimal performance.

3. Cache or Cookie Conflicts:

   • Corrupted cache or cookies can block game scripts or assets.

   • Ask the player to clear cache and cookies, then reload the game.

4. Browser Extensions or Ad Blockers:

   • Extensions (especially ad blockers or privacy filters) can block important resources.

   • Recommend the player disable all extensions or try Incognito/Private Mode.

5. Incompatible OS or App Environment:

   • If using a native wrapper app, ensure the embedded WebView or browser SDK is up to date.

   • Outdated OS versions may also cause rendering or performance issues.

6. Network Security or Proxy Filters:

   • Some browser security settings or proxy configurations can prevent game resources from loading.

   • Request the player to check for VPNs or firewalls that might be restricting content.

Steps for Operator Troubleshooting

1. Ask Player to Perform Quick Checks:

   • Refresh the browser or reopen the game.

   • Try loading the game in a different browser (preferably Chrome).

   • Clear browser cache and cookies.

   • Ensure the internet connection is stable.

2. Verify Game Configuration:

   • Check if the game is active in the Big Daddy Back Office → Games Configuration.

   • Confirm that the issue isn’t isolated to a particular partner or jurisdiction.

3. Reproduce the Issue:

   • Try loading the same game under a test account on the same browser version to confirm if it is reproducible.

   • If reproducible, report to technical support.

Information to Collect (If Still Not Resolved)

If the problem persists after initial troubleshooting, request the following details from the player or operator team:

• Player ID:

• Game ID / Game Name:

• Browser Type and Version: (e.g., Chrome 129.0.0)

• Operating System: (e.g., Windows 10, iOS 17.1, Android 14)

• Screenshot or Error Message:

• Timestamp of the Issue:

If the issue persists:

• Collect player details and report the case to Big Daddy Technical Support (support@bigdaddy-gaming.com).