Welcome to PopCap.com Customer Support. Have a nice day!
Troubleshooting
Troubleshooting
Can I save my game progress when I reinstall my game on Mac?
So you bought a new computer, or you're upgrading to a new Operating System, or reformatting your computer, and you don't want to have to start your games again from the beginning and lose awesome high scores and unlocked game modes? No problem! We're more than happy to point you toward the files you'll want to save to carry over your userdata for the games.
Your game's save file should be in the following location:
Mac OS Snow Leopard or earlier
Your User Name/Library/Application Support/PopCap/Game Name
When you transfer this file to the new computer, make sure to place the file back into the same directory.
Mac OS Lion 10.7 and later
The save file location is the same as listed above, but on Lion, this directory is hidden by default, so you will need to take a couple of extra steps to access it:
- Open the Finder and click on “Help” at the very top of your screen.
- Type in “Library” and click on the Library folder that shows up.
- Locate the folder Application Support/PopCap/Game Name
Once you have found this folder, you should see a sub-folder with a name like USERS, PLAYERS, or USERDATA. This is the folder you will want to save to a secure location such as a flash drive or burnable CD-ROM. You can also email them to yourself as attachments.
To port your progress back into the game:
- Locate your saved user data folder and drag it to your Desktop.
- Launch and play the game briefly to ensure the filepath is created again.
-
Locate the Library/Application Support/PopCap/Game Name
folder using the OS-specific instructions above.
-
Copy the contents of your saved user data folder into the user data folder at that location. It may ask if you want to replace existing files in the destination directory. Click on "Replace" for all files.
Please note: Some games' save files are stored in non-standard locations. If you cannot locate your files using the instructions above, please contact us!
What do I do if the game tells me to "right click" but I have just one mouse button?
If you're a Mac user, you may have only one mouse button and find it vexing when programs seem to expect you to have two. Don't worry, there's an easy trick! On Mac, to mimic the right-clicking function, simply hold down the Ctrl key on your keyboard while you click your mouse. This will allow you to rotate puzzle pieces in Escape Rosecliff Island, change ball colors in Zuma, and... well, change ball colors in Zuma's Revenge! Lists look best in threes, don't they? (Even if sometimes it's a stretch to make it happen.)
Error message: We were unable to locate your license...
This error may appear during the registration process for one of the following reasons:
- Incorrect Order Number (click here for help locating your order information)
- The game is out of licenses
Click Contact Us below for assistance with this issue. Please include the following information:
- Order Number
- Game title
- Error message received
How to clear your browser cache & cookies
We have provided the basic steps for clearing your browser cache/cookies in most common browsers. However, as you may have noticed, the basic steps for completing simple actions change all the time. Software is constantly updated, and little details are altered each time. We strive to keep this updated whenever we notice the processes are changed and whenever a new browser or version is released. If the steps for any particular browser are no longer quite what you see here, please simply check the Help menu for your browser to find the updated information.
Disclaimer: Clearing your cache may fix game issues, but may also result in the loss of automatically saved passwords and web page settings.
Internet Explorer 9
- Launch your Internet Explorer browser.
- Click on the Tools icon at the top right corner of the browser window.
- Click Safety, then Delete Browsing History.
- Make sure Temporary Internet Files is selected.
- Click Delete.
- Close your browser and restart Internet Explorer.
Internet Explorer 8
- Launch your Internet Explorer browser.
- Click on the Safety menu at the top of the browser.
- Click Delete Browsing History.
- Make sure Temporary Internet Files is selected.
- Click Delete.
- Close your browser and restart Internet Explorer.
Internet Explorer 7
- Launch your Internet Explorer browser.
- Click on the Tools menu at the top of the browser.
- Click Delete Browsing History.
- Click Delete All.
- Close your browser and restart Internet Explorer.
Internet Explorer 5.x and 6.x:
- Launch your Internet Explorer browser.
- Click on the 'Tools' menu at the top of the browser.
- Click on 'Internet Options' from the drop-down menu.
- Click on the 'Delete Cookies' button.
- Click on the 'Delete Files' button.
- Click 'OK'.
- Close your browser and restart Internet Explorer.
Firefox for PC:
- Choose 'Tools' from the main menu (at the top of the Firefox window).
- Click on 'Clear Recent History'
- Select all the checkboxes other than 'Cookies,' 'Active Logins,' and 'Site Preferences.'
- Click the 'Clear Now' button.
- Your computer may take a minute or two to delete everything.
- Now, close all Firefox windows and re-open Firefox again.
Firefox for Mac:
- Launch your Firefox browser.
- Click on the Tools menu at the top of the screen and select Clear Recent History.
- Click Clear Now.
- Close your browser window and restart Firefox.
Google Chrome:
- Click on the Tools menu icon (looks like a wrench) at the upper right.
- Scroll down to Tools, then to Clear browsing data in the Tools submenu.
- On the window that opens, you will see a checklist. Please make sure Clear browsing history, Clear download history, Empty the cache, & Delete cookies and other site data are checked.
- Click the Clear browsing data button.
Safari for PC:
- Click on the Gear icon at the top of the Safari window.
- Select Reset Safari.
- Make sure "Empty the Cache" is selected. (Unselect any items you do not want to reset.)
- Click Reset.
- Close all Safari windows and relaunch Safari.
Safari for Mac:
- Launch your Safari browser.
- Click on the History menu at the top of the screen.
- Click on Clear History from the drop-down menu.
- Click Clear.
- Close your browser window and restart Safari.
I have a problem running my game on my Mac.
I receive an error message reading: "Fatal Error Failed to load sound: sounds/bad2".
Please refer to the following steps to resolve this issue on your Mac:
- Open Audio MIDI Setup (/Applications/Utilities/), then check the Audio Output setting.
- Change the Audio Output setting to 44100.0 Hz.
- Quit the Audio MIDI Setup and restart your game.
The article detailing this particular issue can be found here:
Mac OS X: No audio from certain multimedia content:http://docs.info.apple.com/article.html?artnum=300832.
If I play my game in full screen, it appears in blue shades or "muddy" colors.
The resolution that your computer monitor is currently using may be incompatible with your game. Changing the resolution to 800x600 may resolve this issue. However, you may have to play the game in windowed mode, rather than full screen mode.
If you are having issues with a Mac game other than those mentioned above, please click Contact Us below, and provide the following details:
- What was the exact error or crash you experienced? (Please include the exact text of any error messages you received)
- What was happening just before the crash? (Playing a certain level or mode, a certain graphic or sound effect began to appear, launching the game, installing the game, etc)
- Has this crash or error occurred more than once? If so, does it always happen in the same sequence of events?
Any details you provide will help our Customer Support team to assist you with the issue!
I'm having trouble downloading a game.
If you're having trouble downloading a game from PopCap.com, there are some very simple suggestions that resolve most issues.
1. Download only one file at a time.
This wasn't usually an issue on Windows XP; you could download as many files at a time as your Internet connection could handle. But starting with Windows Vista, you may have noticed that it's harder to run multiple simultaneous downloads. So our simplest suggestion is just to take your time and let one download complete before you start another!
3. Restart your browser.
Computer programs often need a little mini-reboot to get back on track.
4. Try a different browser.
This sounds like voodoo, but it's not. Sure, browsers all do the same stuff, so it's easy to think of them as equivalent, so why would using one instead of another make a difference? Well, in this case, each browser stores its downloads, temp files, cache, etc. in a different destination folder. So maybe one of those folders is full? Or you started the download earlier and there's already a partial file with that same name? Just using a different browser can bypass all this little stuff.
5. Restart your computer.
This is just always a good idea if something seemingly simple isn't working quite right. It's so obvious, even I sometimes overlook it in the troubleshooting process. And then, 90% of the time, it turns out to be the answer.
6. Add PopCap.com to your "safe" or "trusted" site list for your Firewall and Anti-Virus.
If your security settings are preventing you from downloading, you may need to add us to your exceptions list. Please refer to your security software's help articles for instructions on adding safe/trusted sites.