What to Do if the Game Does Not Work

If the game hangs, crashes, or otherwise behaves in a manner you assume to be wrong, try the following steps one at a time:

If you have not accessed the game at least once:

1.) Manually Install 3DVIA (Virtools)
The plug-in we use, 3DVIA, does not automatically install into every operating system / browser / security settings combination. You should be able to manually install the plug-in by visiting the 3DVIA web site.

2.) If the Game Does Not Load in FireFox
Sometimes, when loading the game in FireFox, you aren't able to get past the 'Waiting for 3D Engine' loading screen. This is due to a problem between FireFox and Java that we can't do anything about ourselves (although we're trying).

We don't think the bug happens in XP. To get around the bug in Vista:

1.) Close FireFox
2.) Right-click on the FireFox icon and click 'Run as Administrator'. This will launch FireFox with the permissions it needs to get the game running.
3.) Run the game normally.

The game should launch and work for you. You should also be able to start FireFox normally the next time.

3.) Check the Known Bugs
It could be that the game is not currently supported by your specific browser / operating system combination. Please check our list of known bugs to find out if this applies to you.

4.) Report the Bug
Use the Bug Report form to let us know what happened.

5.) E-mail Support
Send an e-mail to info@riseandruin.com detailing your issue. Provide a screenshot and system specifications if you know how. We will get back to you as soon as we can.

If you have already accessed the game:

1.) Restart your Browser
Close all of the open windows of your browser, restart your browser, and log back into the game.

2.) Clear your Browser Cache
You may have an outdated version of the game installed. The system is set up to automatically update your game client, but it may not have worked.

Close your browser and then launch it again. Follow the appropriate instructions on how to clear your cache in your Internet browser.

3.) Clear your 3DVIA (Virtools) Cache
3DVIA (Virtools) downloads the game content into a MediaCache directory.

In Windows Vista, the directory is at:
C:\ProgramData\3DVIA\3DVIA player\MediaCache

In Windows XP, the directory is at:
C:\Documents and Settings\All Users\Application Data\3DVIA\3DVIA player\MediaCache

The directory is usually hidden so you'll need to copy and paste the file path into your computer to find the MediaCache. Deleting all of the content in the MediaCache directory will help to ensure you have not downloaded any corrupted or outdated files.

4.) Check the Known Bugs
It could be that the game is not currently supported by your specific browser / operating system combination. Please check our list of known bugs to find out if this applies to you.

5.) Re-install 3DVIA (Virtools)
Uninstall Virtools through the Control Panel -> Add / Remove Programs. Then close your browser and re-open it. Visit the 3DVIA web site and re-install the plug-in. Try logging into the game again.

6.) Report the Bug
Use the Bug Report form to let us know what happened.

7.) E-mail Support
Send an e-mail to info@riseandruin.com detailing your issue. Provide a screenshot and system specifications if you know how. We will get back to you as soon as we can.