Help and FAQs|April 26, 2012 10:45 PM

Pogo Frequently Asked Questions (FAQ)

Pogo’s top Frequently Asked Questions are below. For additional help and support try one of these two areas

Additional Resources

  • Pogo Forums
    Members helping Members with quick and useful answers. Look around and find out what is going on in our awesome community of members.
  • EA Help
    Search our vast selection of questions and helpful information that may not be included below.

 

Pogo’s Top FAQs

Registration
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How to buy and gift a Club Pogo subscription from the Origin store?

Now you can buy a Club Pogo Subscription in the Origin Store!Please note there is also a new process to gift a subscription to a friend. The old gifting feature is no longer available, but you can simply email the 24 digit code to a friend. To purchase a Club Pogo Subscription, please follow the instructions below:

  1. Go to Origin.com
  2. Type Club Pogo in the search field and select “Club Pogo 1-Year Membership.”
  3. Click on the Add to Cart button.
pogo frequently asked questions
  • You should see Club Pogo 1-Year Membership in your Shopping Cart.
  • Click on Check Out.
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  • If you’re not signed in, be sure to login with your Pogo screen name and password. If you have not created a Pogo or an Origin account follow the new user link and register with Origin for free.
pogo frequently asked questions
  • Enter in your Customer Information if you have not used the Origin Store before.
  • Enter in your Payment Information.
  • Once you are finished, click on Continue.
pogo frequently asked questions
  • After your order is reviewed and complete, you should receive a confirmation email with your order information and your Club Pogo 1-Year Membership Subscription code. The code will be highlighted in bold and referenced as Serial Number (See image below).
pogo frequently asked questions
To gift your Club Pogo 1-Year Membership Subscription:
  1. Simply copy and paste the 24-digit Serial Number into an email to your friend.
  2. Be sure to also include the 1-4 step instructions under To Redeem your Club Pogo 1-Year Membership time at the bottom of your confirmation email.
  3. Your friend will now be able to redeem a Club Pogo subscription!

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Billing & Account
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Where can I get help with my Pogo billing and payment questions?

Here is a list of suggestions for addressing or obtaining help with the most common billing issues that arise with Pogo accounts.

If your billing or purchasing question is in regards to Club Pogo Premium Badges, you will find a complete list of common billing and purchasing questions in our Premium Badges Answer.

If your issue isn’t covered by information provided or linked here, please feel free to use the Talk to a Game Advisor link to submit a request for personal assistance.

How much sales tax will be added to my Pogo subscription?

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General Site Questions
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Information about banned or suspended accounts

If you believe your EA account and/or persona has been suspended or banned, please follow the steps below.

  1. Click on Talk to a Game Advisor to give us information concerning your issue.
  2. Type in the product and select a contact option. Note: More than one contact option is available depending on the product.
  3. If you click on EMAIL ME, enter in the Subject and Description of the Issue in the given fields.
  4. Select the category you are inquiring about
    1. Select the Account/Registration Category, with Violation / Appeals as your subcategory.
pogo frequently asked questions
  • In order to assist you with your Account and Registration question, we require some additional information. Please fill out the requested fields as shown below, then click Submit.pogo frequently asked questions
  • You can also click LIVE CHAT (if available) to chat instantly with a Game Advisor.

Each account and/or persona is reviewed on a case by case basis. Though we make every effort to address these inquiries in less than 24 hours, we ask that you please be patient as it may take some additional time to do a full investigation.

If your account and/or persona appears as Disabled and you need more information, please click Contact usto contact our Customer Support department for more information on getting your account and/or persona re-activated.

Please note: The majority of banned or suspended accounts are only suspended temporarily. Find more information about the length of your suspension by checking the email address associated with your account.
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A Guide to Pogo Help

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Getting Help with Pogo
Sometimes, you may need assistance with your Pogo account or run into a problem with a game. To help Pogo players solve their problems quickly and get back to having fun, we’ve built this easy guide to finding the help you need.

How to Find Help

For all Pogo players, the best and first place to look for support is in our community. Built from the experience and insight of Pogo players just like you, most common (and uncommon!) questions and solutions can be found within the Pogo community. Start searching for an answer or post your question now at http://games-forum.pogo.com/

In addition, we’ve answered the most frequently asked questions about playing, purchasing, and achievements on Pogo in our help center at http://help.ea.com/en/Pogo. This is a great place to look for answers about subscriptions, gems, problems playing games, or Pogo extras like badges.

Of course, all Pogo players can reach out to us directly for assistance with purchases or subscriptions by logging in with their Pogo screen name and sending us an email. Our support team is standing by to help, and should respond to your question billing or purchasing question within 24 hours. Our help team will not be able to assist with general inquiries or non-purchase related questions by email, so we encourage you to look for answers to these problems in the forum or help center.

Premium Support for Club Pogo Members

Finally, we’re excited to offer Club Pogo players premium support on all issues, including game play and technical troubleshooting, through Email or Live Chat–just another exclusive benefit for our subscribing members. Club Pogo players can connect with our support team 24/7 here.

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Technical Issues
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How do I view my Java Version, Browser, and OS informaton?

Click here to view your Java Version, Browser and OS informaton. A new window will open with 3 lines of text.

Note: If you see a blank page, a red X, a queston mark, or a puzzle piece after following the link above, your Java may not be working properly. Click here to test your Java.

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Help! My game won’t load

If games on Pogo don’t load for you, load very slowly, or give errors such as ‘Please wait, Loading,’ see below for information on the most common causes (and links to instructions on how to address them). Even still, there is a lot more information at your fingertips that you can find with some quick Internet searches.

First, let’s try to rule out some specific issues:

  1. Is the game you can’t load any of the following: Poppit!, Word Whomp, First Class Solitaire, or a game without an in-game Chat option?
  2. Does your computer lock up or reboot when you try to load a game?
  3. Does the game that won’t load have a Weekly Challenge going on, especially on Wednesdays?
  4. Are you running Microsoft Vista and having trouble patching?

If you can rule the above issues out, here are steps to take if the server status Answer says things are OK:

  1. First, clear your Browser Cache and Java Cache if you’re using Sun Java (#2).
  2. If that doesn’t solve the issue, please update your Java (#3).
  3. If the two previous steps don’t solve the issue, please read below about help with antivirus/firewall issues.
  4. Also, read our article about configuring the settings for your firewall or proxy server with Pogo.
  5. Furthermore, our article with information regarding pop-up blockers/anti-spyware/adware may help.

If Java is installed on your machine but not enabled

If you’re still having issues and you’re certain that Java is installed on your machine, it may be disabled. All mainstream browsers have an option for enabling Java, which ensures any applets that use it will function properly. For a complete list of per-browser instructions for enabling Java, visithttp://www.java.com/en/download/help/enable_browser.xml.

Here’s what to do if clearing your cache and making sure your Java is updated doesn’t resolve the issue.

The most common causes of problems that players encounter when playing our games are simply caused by anti-virus, firewall, ad blocking, and pop-up blocking software. The easiest way to determine if one or more of these is the cause of the problem is to simply disable them and see if the problem goes away. If the problem goes away, then the next step is to figure out how to configure the software to still protect your system without preventing you from playing our games. In this case, you should refer to the software’s manual or help files for detailed instructions on how to make the desired changes to the software.

Some common symptoms of this include:

  • “Cripes!” Errors
  • “Server too Busy” Errors
  • Cards disappear or do not appear
  • Other graphics do not appear or are distorted
  • “Game Loading” indicator never goes away
  • Profiles never appear
  • Table windows never open

Also, there are several types of maintenance steps that can be taken on a regular basis to try and prevent problems from occurring. This includes deleting Temporary Internet Files / Browser Cache and deleting Game Objects. We only officially support a few browsers as they are the most common and compatible with our site. They are: Netscape 7.x, Internet Explorer 6.x, Mozilla Firefox, and Safari for Mac OS X (and later versions of these browsers as applicable). If you do a search on the help site for “Cache,” you will find instructions on how to clear the cache for those browsers. In addition, Apple’s web site has an articlecontaining some helpful information about getting the Safari browser to work with Pogo games.

For Club Pogo members, you can follow these instructions on deleting objects in Internet Explorer. This is where the game files are actually stored with Fast Access on Club Pogo. Here’s how to do that:

  1. Open Internet Explorer (even if you normally use the AOL or MSN browser).
  2. Click Tools on the IE toolbar.
  3. Select Internet Options.
  4. In the middle of the Internet Options window, click the ‘Settings‘ button (located in the middle of theBrowsing History section).
  5. On the Settings screen, click the View Objects tab. This is where your browser stores the actual game applet.
  6. Look for any files in the list that are Pogo games. Things like ‘PopFu by Pogo’, ‘Freecell by Pogo’ and so on, and delete those.
  7. Click Yes to confirm the deletion of each file.

If you’ve followed the steps listed above and are still encountering difficulties, the issue could be a problem with our servers. Most often, we are already aware of these problems because we have received complaints from other members (or we notice that the number of players on the site is abnormally low or declining). The best thing to do is to check back again in an hour or two and see if the problem is gone. If all else fails, please contact us and let us know what problem you’re experiencing (including any error messages) and what you have tried so far to fix it.

Here is some information that is generally helpful in trying to track down the cause of the problems. Please try to include as much information as you can (so long as it pertains to your issue).

  • Date:
  • Time:
  • Time Zone:
  • Room Name:
  • Table Number:
  • Description of problem:
  • Steps taken so far to try and fix it:
  • Include screen names of those involved:
  • Include Java and browser information:

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Java help and information

Here’s some information that should be helpful in troubleshooting and fixing issues that cause Pogogames not to load or produce Java-related errors:

You may also find answer about clearing your browser cache and Back to Topother common causes of technical issues on Pogo to be helpful. For mac-related issues, please refer to this page.

1. What is Java? Why do I need it to run Pogo games?

2. How do I clear my Java cache?

3. How do I install or update Java?

4. I got a ‘Java not found or not working’ error.

5. How do I make sure the Sun Java 2 plug in is enabled and working?

6. How do I reinstall the Sun Java 2 plug in, if I already have it?

7. I’ve been asked to submit a Java log. How do I do that?

8. Will the Sun Java 2 Plugin work with Windows 95?

9. How can I view (or send in) my Java version information?

10. I am getting the ‘Too many Java Virtual Machines running.’ What do I do?

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1. What is Java? Why do I need it to run Pogo games?

Java is a programming language created by Sun Microsystems. It’s unique among other programming languages because it was built to run on any operating system (Windows, Linux, Mac, etc). Almost all ofPogo‘s games are created with Java, and are constructed in a way so they may run right inside your web browser, using the Java Virtual Machine already installed with your browser.

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2. How do I clear my Java cache?If you’re having problems running Pogo games, you should try clearing your Java cache. Please note: Javacache is different than your Browser cache. Clearing your Java cache can be a quick and easy fix. Please follow these steps if you are using a Windows platform:

  1. Click the following things in order: Start > Control Panel > Java.Note: If you do not see the Java icon, click on Switch to Classic View in the menu on the left-hand side, and this should allow you to see the Java icon.
  2. Under the General tab, click the Settings button located in the Temporary Internet Files section.
  3. Then click on Delete Files…
  4. A dialog box will appear. Make sure all the options are selected, and click OK.

This should probably be done whenever you encounter a problem with the way a game is functioning. Restarting your computer after doing so can also help the performance of the game.

Please Note: Clearing your Temporary Internet Files from your browser might not clear your Java cache. To make sure your Java cache is clear, you must clear your Java cache as instructed above.

You should also make sure you’re running the latest version of Java. If you are not sure if you have the latest version of Sun Java or not, please visit and follow the instructions.

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3. How do I install or update Java?

If you’ve never installed Java on your computer, you’ll need to do so in order to play Pogo games. It’s not uncommon for new computers (particularly those with Windows XP) to ship without any form of Javainstalled, so don’t panic if you don’t have it. Java is a free download and is easy to install.

Below you will find two sets of instructions. One is for uninstalling Sun Java and one is for installing Sun Java. Following these processes should help you resolve any problems you are encountering with Java, such as getting errors saying something like ‘Java Not Found or Not Working.’ The instructions below are primarily for Windows users. If you are using Mac OS X, please go tohttp://java.com/en/download/help/index_installing.xml for assistance with uninstalling and installing Sun Java(Make sure to select Macintosh OS X as the platform). If you are using any other operating system, such as a version of Linux, please refer to the manufacturer’s website for assistance with uninstalling and installingJava.

Uninstalling Sun Java

If you already have Sun Java installed, or if you are not sure it is installed, try following the steps listed below. If you are unable to find the Java icon in the Control Panel as indicated, then go ahead and jump down to the second set of instructions for installing the latest version of Sun Java.

  1. Click the Start button on the Windows Taskbar.
  2. Click on Control Panel
  3. Double-click the Add or Remove Programs icon.
  4. Scroll down to ‘Java Runtime Environment‘ or ‘J2SE Runtime Environment…‘ and uninstall all instances that you see.
  5. Scroll down to ‘Java Web Start‘ and uninstall it as well.
  6. Restart your computer. To get back to these instructions to install Sun Java, come back to the Help Pages and do a search for ‘Installing Sun Java.’

Installing or re-installing Sun Java

  1. Go to the Sun Java Download page at www.java.com.Please note: the steps may vary as Sun updates this page periodically.
  2. Click the Download button (usually located on the right side of the page).
  3. Click the Begin Download button.
  4. You may encounter a warning message that instructs you on ‘Installing the ActiveX Control.’ Please follow the instruction to allow the installation.
  5. If you see a Security Warning for installing the J2SE Runtime Environment, click Install.
  6. Next, you will be prompted to read and accept the license agreement. After reading the agreement click next to ‘I accept…’ and click Next.
  7. When prompted, choose ‘Typical’ installation, and click Next.
  8. When the installation is complete, you may be asked to restart your computer now or later. Choose torestart it now.
  9. After your computer has restarted and you are online, go back and try to play again.

If you still have the same problems with the games after uninstalling and reinstalling the plugin, please click on the Contact Us link to request help via E-mail from one of our Game Support Representatives. Make sure to let us know that you already tried these steps so that we may further assist you.

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4. I got a ‘Java not found or not working’ error.

When you first load a game, our servers run a check on your Java to make sure it’s working. A ‘Java Not Installed or Not Working’ error usually means that your Java plugin or Virtual Machine is no longer functioning properly. If your Java is not working, the games won’t work.

If you’re getting this error, you should first try playing several different games. Here are some suggestions:

  • Word Whomp
  • Ali-Baba Slots
  • Cribbage (play with robots so you can leave if need be)
  • Ez-Win Bingo

If you get this error in all or most of the games, you should follow the instructions in number 3 to reinstall or upgrade your Java software.

If you only get this error in one game or a few games, you probably just need to re-download those games. Try clearing your browser’s cache and Java cache (follow instructions in number 2) as well, then restart your browser by closing it completely and re-launching it.

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5. How do I make sure the Sun Java 2 plug in is enabled and working?

To check if you already have Sun Java installed and enabled, please follow these instructions:

  1. Click the Start button on the Windows Taskbar.
  2. Select Run.
  3. Type Control in the text box and click OK.
  4. Once you are in the Control Panel window, you should see a Java icon. If you do not see this icon, try clicking on ‘Switch to Classic View.’ Double-click the Java icon to access the Java Control Panel.
  5. Once in the Java Control Panel, click the Advancedtab.
    • If you don’t see the Advanced tab, you have an older version of Sun Java. To find out how to update to the latest version, please read the instructions in number 3. Once you do this, Sun Java will automatically be enabled.
  6. Once you are in the Advanced tab, click the plus sign (+) next to the Default Java for browserssection.
  7. This action will toggle two check boxes: Microsoft Internet Explorer and/or Mozilla family. Click on the checkbox next to the browser(s) that you have. If you have Internet Explorer then make sure the box next to it is checked. If you have a Mozilla browser, like Netscape or Firefox, then make sure the check box next to the Mozilla family option is checked as well.
  8. Click OK at the bottom of the Java Control Panel window and restart your browser by closing all windows completely and re-launching it.
  9. Go back to Pogo, and try to play again.

If you continue to encounter difficulties, please contact us using the Talk to a Game Advisor link above.

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6. How do I reinstall the Sun Java plug in, if I already have it?

If you need to reinstall Sun Java, you will need to uninstall your current version and install a new one. Below you will find two sets of instructions. One is for uninstalling Sun Java and one is for installing Sun Java. Following these processes should help you resolve any problems you are encountering, such as getting ‘Java Not Found or Not Working’ error messages.

Please note: the instructions below are primarily for Windows users. If you are using Mac OS X, please go tohttp://www.apple.com/java for assistance with uninstalling and installing Sun Java. If you are using any other operating system, such as a version of Linux, please refer to the manufacturer’s website for assistance with uninstalling and installing Java.

Uninstalling Sun Java

If you already have Sun Java installed, try the following steps to uninstall your current version of Java. If you are not able to find the Java icon in the Control Panel as indicated, then you do not currently have Javainstalled. If this is the case, jump ahead to the second set of instructions for installing the latest version ofSun Java.

  1. Click the Start button on the Windows Taskbar.
  2. Select Run.
  3. Type Control in the text box and click OK.
  4. Double-click Add or Remove Programs.
  5. Scroll down to ‘Java Runtime Environment’ or ‘J2SE Runtime Environment 5.0’ and uninstall all instances that you see.
  6. Scroll down to ‘Java Web Start,’ and uninstall it as well.
  7. Restart your computer. To get back to these instructions to install Sun Java, come back to the Help Pages and do a search for ‘Installing Sun Java.’

Installing or re-installing Sun Java

  1. Go to the Sun Java Download page at www.java.com.Please note: the steps may vary as Sun updates this page periodically.
  2. Click the Download button (usually on the right side of the page).
  3. Click on the Begin Download button once it appears onscreen.
  4. You may encounter a warning message that instructs you to Install the ActiveX Control. Please follow the instructions to allow the installation.
  5. You may see a Security Warning for installing the J2SE Runtime Environment. Click Install.
  6. You will be prompted to read and accept the license agreement. After reading the agreement click next to ‘I accept…’ and then click Next.
  7. When prompted, choose ‘Typical’ installation, and click Next.
  8. When the installation is complete, you may be asked to restart your computer now or later. Choose torestart it now.
  9. After your computer has restarted, launch your browser and try playing again.

If you still have the same problems with the games after uninstalling and reinstalling the plug-in, please click on the ‘Talk to a Game Advisor’ link at the right-hand side of this page to request more help. Make sure to let us know that you already tried these steps so we can further assist you.

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7. I’ve been asked to submit a Java log. How do I do that?

For Sun Java users:

  1. If you are using the latest version of Sun Java to play our games, you should see a Sun Java icon (looks like a coffee cup) in your system tray (lower right-hand corner, where you can also find the computer clock).
  2. Right-click on the Sun Java icon mentioned above and choose Open Console.
  3. Once in the console, click on the Copy button.
  4. Now, go to the response field of your incident, right-click and select Paste (or press CTRL + V on your keyboard).

If you do not see the Java icon described above, you either do not have the latest version of Java, or you disabled the icon from appearing. To re-enable the icon to appear, follow the instructions below:

  1. Go to your Control Panel (Start > Control Panel or Start > Run > Control).
  2. Double-click on the Java icon (if you do not see the Java icon, try switching to Classic View).
  3. Inside the Java Control Panel, click on the Advanced tab.
  4. Under the Advanced tab, find the Miscellaneous section.
  5. Click on the plus sign (+) to toggle the section’s options.
  6. Click on the check box next to the Place Java icon in system tray option and click OK.
  7. You may now follow the instructions for submitting a Java log detailed above.

For Microsoft Java VM users:

  1. Go to the Tools menu in Internet Explorer and choose Internet Options.
  2. Click the Advancedtab and make sure you have the following settings:
    • Browsing
      • Disable script debugging – OFF
    • JavaVM
      • Java console enabled (requires restart) – ON
      • Java JIT compiler enabled – OFF
      • Java logging enabled – ON
  3. Click the Security tab and make sure the Security level for this zone option is set to Medium.
  4. Restart your computer for the changes to take effect.

Your Java logging should now be enabled. The next time the error occurs, you can send us the Java log by following these simple steps:

  1. Go to the View menu and choose Java Console.
  2. Copy the text in that window and paste it into the Contact Us form on our Games Support site.

If you’re having trouble copying and pasting, check in the C:\WINDOWS\JAVA folder for a file called‘javalog.txt.’ You can also send us the contents found on that file. To find this file, go to:

  1. Start, then click on My Computer.
  2. Double-click on the Local Disc (C:)drive.
    • If you get a message saying ‘these files are hidden,’ simply click on the ‘show the contents of this folder’ option.
  3. Double-click on the WINDOWS folder.
  4. Double-click on the JAVA folder.

If you have any questions, please let your agent know.

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8. Will the Sun Java 2 Plugin work with Windows 95?

Please note: Windows 95 is no longer officially supported by Pogo.com. This was changed whenMicrosoft stopped issuing updates for it.

The Sun Java 2 plugin does not officially support Windows 95 (and you will receive a warning if you try to install it). Microsoft‘s support section says the plugin should work on most Windows 95 systems if you decide to continue with the installation. Since the plugin can’t damage your computer, it’s worth trying on yourWindows 95 system. If it doesn’t work, please use the Talk to a Game Advisor link to contact our support staff, and we’ll help you get it uninstalled and get your Java working.

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9. How can I view (or send in) my Java version information?

To find which Java you are using, please follow these steps:

  1. Click this link to open the Java Version Info window hosted at Pogo.com.
  2. A new window displaying the information about your Java version should appear. You can use this information to troubleshoot your issue.

If you want to send this information to a Support Agent or have been asked to, please follow the steps below:

  1. Highlight all 3 lines of text in the box of the new window.
    • To highlight the text, click before the first letter and continue to hold the mouse button down. Drag the cursor to the last character of the third line, and then you can let go of the mouse button.
  2. Copy the text.
    • To copy the text, press CTRL + C on your keyboard (Command/Apple + C on Mac).
    • With the text highlighted, you may also go to Edit and scroll down to the Copy option.
  3. Paste the text into the Response Field or the Question Field.
    • To paste the text, click on the desired text field and press CTRL + V on your keyboard.
    • You may also go to Edit and scroll down to the Paste option.

The text should then appear in the text field.

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10. I am getting the ‘Too many Java Virtual Machines running.’ What do I do?

If you are getting this error, then you most likely have multiple versions of Java installed on your computer. Please follow the instructions in number 3 to uninstall and reinstall Java.

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Clearing your browser’s cache

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Clearing your browser cache is not only good, regular maintenance for your computer but can also fix many common issues with web-based games when they won’t load or close mysteriously mid-game. This regularly happens if the files in your browser cache get corrupted or just stop working.

For instructions on how to clear your cache, please read the section below that matches (or most closely matches) the browser you’re using. Please follow the Clear Java Cache instructions as well; that way, you know your browser is starting on a completely clean slate (think of it as changing the oil in your car).

As a final note, even though we list older versions of some browsers here, we strongly recommend visiting the website of the browser’s provider (Microsoft for Internet Explorer, etc.) and downloading the very latest version before you do anything else.

Instructions for all Supported Browsers and for Sun Java

Clearing Cache: Internet Explorer 8 (or later)

Here’s how to clear your Internet Explorer 8 (or later) cache:

  1. Launch your Internet Explorer browser.
  2. Click Safetyon the menu toolbar at the top right of the browser.
    • Or click on Tools, then Internet Options, and finally Delete in the Browsing History Section.
  3. Click Delete Browsing History… from the drop-down menu.
  4. Deselect Preserve Favorites website data.
  5. Select Temporary Internet files, Cookies, and History.
  6. Click Delete.
  7. Close all browser windows and restart Internet Explorer.

Please be sure to clear your Java cache as well!

Clearing Cache: Internet Explorer 7.x or later

Here’s how to clear your Internet Explorer 7.x (or later) cache:

  1. Launch your Internet Explorer browser.
  2. Click Tools on the menu toolbar at the top of the browser.
  3. Select Internet Options from the drop-down menu.
  4. Click the Delete… button in the Browsing History section.
  5. Click the Delete Files… button in the Temporary Internet Files section.
  6. Once the deletion is complete click the Close button on the Delete Browsing History screen.
  7. Click OK on the Internet Options screen.
  8. Close all browser windows and restart Internet Explorer.

Please be sure to clear your Java cache as well!

Clearing Cache: Firefox 4.0

Here’s how to clear your Mozilla Firefox (version 4.0) cache:

  1. Click Tools from the main menu at the top of the Firefox window.
  2. Select Options (the Options window will appear).
  3. Select the Advanced tab on the top right of the window.
  4. Click the Network tab.
  5. In the Offline Storage section, click Clear Now.
  6. Once the clearing is complete click OK at the bottom of the Options window.
  7. Close all Firefox windows and restart.

Please be sure to clear your Java cache as well!

Clearing Cache: Safari (Mac Only)

Here’s how to clear your browser cache in the Safari browser.

  1. Launch Safari.
  2. Click the Safari menu and select Empty Cache.
  3. Click the Empty button in the dialog box that appears to confirm the deletion of your cache.
  4. When your computer is finished, close all instances of Safari. Launch a new Safari browser window.

Please be sure to clear your Java cache as well!

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How to adjust your screen resolution/screen size

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Expanding the number of pixels your computer displays is a great way to make the game window fit on your computer even if you have a relatively small monitor.

Game that use a larger game window include Puck’s Peak, Flower Daze and Risk.

Below are instructions for PC and Mac users:

Instructions for PC users

To change your display resolution on a PC:

  1. Right-click on the Desktop and click on Properties.
  2. Click on Settings.
  3. You should see a section titled ‘Screen Resolution.’ You should also see a slider.
  4. Drag the slider to the right and set it to at least 800 by 600.Set your resolution to 1024 by 768 (Club Pogo members) or 1152 by 864 (Free Pogo members).
  5. Click OK.
  6. If this is the first time you change your screen resolution, you will see a message that says ‘Your settings have changed, are you sure you want to change your settings?’Click Yes to accept changes. If you do not click Yes to accept changes, your computer will revert to the last settings.

If changing your screen resolution did not change the Pogo game window, you will need to make the following adjustments:

All PC users:

  1. Click on the Start button (or the Windows button in Vista / Windows 7).
  2. Click on Control Panel.
  3. Double-click on the Java icon.If you do not see a Java icon, click on ‘Switch to Classic View.’
  4. Click on Network Settings.
  5. Make sure Direct Connection is selected.
  6. Click OK to exit out of Network Settings, then click OK to close the Java panel.
  7. Restart your computer.

Internet Explorer users:

  1. Open Internet Explorer.
  2. Click on Tools.
  3. Click on Internet Options.
  4. Click on Security.
  5. Click on Custom Level.
  6. Scroll down until you find this setting:Allow script-initiated windows without size or position constraints.
  7. Click on Enable.
  8. Click OK to exit out of Security Settings, then click OK to close Internet Options.
  9. Restart your computer.

Instructions for Mac users

To change your resolution on a Mac:

  1. Click on the Apple icon on the upper left-hand size of the screen.
  2. Click on System Preferences.
  3. Click on Displays.
  4. You should see all the resolutions available for your monitor.
  5. Select something higher than 800 by 600. Set your resolution to 1024 by 768 (Club Pogo members) or1152 by 864 (Free Pogo members).
  6. Clicking on a resolution option will automatically change the screen for you.You do not need to click ‘OK’ or ‘Apply.’ The changes should be automatic.
  7. Close Sytem Preferences.

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Trouble accessing Pogo.com or Pogo games on AOL?

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If you are having problems getting to Pogo.com or accessing Pogo games on AOL, try the steps below:

http://www.pogo.com/action/pogo/signin.do

The link above will force the system to log you in. After you do this, you should be able to access Pogo.com as normal.

If this does not solve your issue, you will need to install a different Internet browser to surf the web. We recommend the following browsers:

Internet Explorer:

http://www.microsoft.com/windows/Internet-explorer/default.aspx

Firefox:

http://www.mozilla.com/en-US/firefox/personal.html

Google Chrome:

http://www.google.com/chrome

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