Sometimes technical issues can get in the way of your Roll20 experience. Here's a quick process you can follow that may help solve any technical issues you encounter.
Follow these steps in order, checking to see if the problem is solved after each step. These steps may help fix many common issues, including:
- Game pages/maps show as totally blank
- Game pages/maps show as a tiny strip across the top of the screen
- Stuck at the black "Loading..." screen for more than 30 seconds.
If your issue has to do with audio, your microphone, video, video chat, or your camera, please visit the Video and Voice Chat Troubleshooting guide before following the steps below.
Step 1: Use the Right Browser
Your browser is the software application that lets you access websites, like Roll20. While Roll20 will work in a variety of browsers, in order to maximize your playing experience and take advantage of everything that Roll20 can do, you should use the latest version of either Google Chrome or Mozilla Firefox. Due to bleeding-edge features, we are unable to support beta versions of web browsers.
If you are a Pro or Plus Subscriber (or your GM is), you may access Roll20 on a tablet device. For specific information about that, see the Mobile Tablet Support page.
Step 2: Ensure No Extensions/Addons Interfere with Roll20
This is by far the most common cause of problems with Roll20. Often, third-party addons/extensions (also known as "toolbars" or "adware") inject scripts into all the web pages that you visit. Roll20 is very sensitive to this type of interference because it has many more moving parts than a typical website.
In Google Chrome
You can view a list of your extensions and disable or remove them by following these instructions: https://support.google.com/chrome_webstore/answer/2664769?hl=en
In Mozilla Firefox
You can view a list of your addons and disable or remove them by following these instructions: http://support.mozilla.org/en-US/kb/disable-or-remove-add-ons
If you see any extensions or addons that you do not recognize, disable them while using Roll20, or even remove them entirely. You don't need any addons or extensions for your browser to function properly, so only keep them if they add additional functionality to your browser that you use on a regular basis.
Check Antivirus/Firewall Software
If you are having trouble with images loading or loading issues in general, please also make sure that any antivirus or firewall software that you have installed (such as Comodo, Norton, etc.) is not blocking any part of the Roll20 site from loading.
Step 3: Clear your Cache
Your browser automatically stores frequently-used pieces of information so that you don't have re-download them everytime you visit a website. However, sometimes errors can occur with Roll20 if a piece of information your browser has stored is too out of date.
In Google Chrome
Follow these instructions: https://support.google.com/chrome/answer/95582?hl=en
In Mozilla Firefox
Follow these instructions: https://support.mozilla.org/en-US/kb/how-clear-firefox-cache
Step 4: Provide a Bug Report
Creating a Bug Report
Our first suggestion if you are encountering technical issues is to follow the steps above first. These should be the first thing you try if you find you are having problems. They resolve many of the common issues and are frequently requested for a bug report.
Bug reports are a crucial part of maintaining Roll20. We want your help in making sure that everything works as it should across a wide variety of setups. If you have found something that does not seem quite right (or does not function as advertised), please let us know by submitting a new post in the Bug Reports Forum. Or, if your bug is more urgent, emailing us at Team@Roll20.net
When creating a bug report, please make sure that the issue you are having has not already been reported. We will not delete duplicate reports, but you might be surprised by what things have been discussed and resolved. Using keywords (such as a unique element in a console log) is a good way to find similar bug reports.
If you are not able to find anything, please feel free to follow the guidelines in the template below to create a bug report while being as descriptive as possible.
Bug Report Template
1. Detailed description of the problem
2. Step by step instructions on how to reproduce the issue
3. Description of your setup
Most of the below information can be found here.
- Web Browser
- Browser Version
- Operating System
- Your anti-virus software
- List of any browser add-ons or extensions enabled
4. Bug triage results
Results of working through the following troubleshooting steps:
- Step 1: Make sure to use the right browser
- Please check if these issues persist when using both Chrome and Firefox.
- Step 2: Ensure that there are no extensions/addons interfering with Roll20
- Please disable all add-ons/extensions.
- Step 3: Clear your cache
5. Console log
A console log from the moment you logged into the page through when you encountered the issue. A console log is a listing of the activity that Roll20 is doing while you play, so we can spot anything that deviates from the norm.
Instructions for providing a console log in Chrome can be found here.
Instructions for providing a console log in Firefox can be found here.
6. Supplemental information (screenshots, screen recording, etc.)
Including these visual files when submitting a post or communicating with us can provide a great deal of information! In general, the more information you can provide will help better identify and fix the issue.