bfgBaikal
Marlin
Marlin
8,624 Posts

Post any Christmas Stories: The Nutcracker technical issues here only

[Post New]by bfgBaikal on Dec 22, 12 12:42 AM
If you are having problems getting the game to work correctly, we highly recommend going to our Help pages. Using our Help pages is always the quickest way to get technical problems resolved. Here are a few suggested articles that have helped many people correct these types of problems in the past:

Game Crashing, Freezing, or Blank Screen
Game Compatibility

While we can offer a known solution for technical issues in the Forums, or other tech savvy pond residents can swim by with good tips and suggestions, we cannot provide the same excellent level of support provided by our Customer Support team.

The Forums are not very well suited for the kinds of information gathering and troubleshooting that get these types of issues corrected quickly.

If there is a problem with the game, our Support Team can also gather necessary information on what types of computers are being affected by the problem and deliver this information to the developer for a fix.

If you are not able to get a game working properly using our Help pages, please get in touch with our Customer Support team, you can find a link to contact our Support team on the front page of our Help pages.

When posting in this thread and also when contacting our Support Team, it would be helpful if you could state what system you are playing the game on (i.e. PC, MAC or Mobile), so we can provide you with the appropriate support as quickly as possible.

*Finally, please reserve this thread for tech issues only. If you are seeking game play assistance (i.e. hints and tips), the best thing to do is to start a new thread in the game's Forum by clicking on 'Create New Discussion.'

 

Re:Post any Christmas Stories: The Nutcracker technical issues here only

[Post New]by bizzylizzy on Dec 22, 12 7:31 AM
Hi. Can't get the link to the Walkthrough to work.

 
bfgBaikal
Marlin
Marlin
8,624 Posts

Re:Post any Christmas Stories: The Nutcracker technical issues here only

[Post New]by bfgBaikal on Dec 22, 12 7:44 AM
I'm sorry bizzylizzy I have checked that link and it should definitely work for you now.

Or you can click here if you prefer!

bfgBaikal

Edited on 12/22/2012 at 7:44:26 AM PST


 

Re:Post any Christmas Stories: The Nutcracker technical issues here only

[Post New]by majasaunte on Dec 22, 12 9:43 AM
My game is stopping when I try to melt the ice to get the gear, by the bridge. The candle goes to the branches, bendt down to light tehm, and then nothing more happens....I can´t do anything from there, and have to use "joblist" to close the game...I have tyied to uninstall and install again, but it dosn´t work,,,,What to do??
Maja

 
bfgIzara
Flounder
Flounder
2,151 Posts

Re:Post any Christmas Stories: The Nutcracker technical issues here only

[Post New]by bfgIzara on Dec 22, 12 12:20 PM
Hey there majasaunte,

It sounds like the game may be freezing by those branches. I would check to make sure that the video card driver is up-to-date and if that doesn't help then run the game as an administrator to make sure it has the correct permission from the system to run. (Just click on the blue text to be linked to specific instructions!)

Also be sure to reach out to Tech Support by clicking on the green to the right of the page and then selecting the Contact Us link to the bottom left. One of our reps will be happy to work with you directly to try and figure that out!

I hope this helps!

bfgIzara


 
whcnp1
Jellyfish
Jellyfish
19 Posts

Re:Post any Christmas Stories: The Nutcracker technical issues here only

[Post New]by whcnp1 on Dec 22, 12 12:33 PM
I can not see the opening scenes. Once the game opens, I can not see any dialog regarding what I am seeing or the names of objects in my inventory. This happened with another game even when I uninstalled and reinstalled.

 
bfgIzara
Flounder
Flounder
2,151 Posts

Re:Post any Christmas Stories: The Nutcracker technical issues here only

[Post New]by bfgIzara on Dec 22, 12 3:19 PM
Hey there whcnp1,

That dialogue not showing up generally indicates that there's a general display issue. I would make sure that your system has the most up to date video card driver since that helps the game to show that dialogue and text.

If the video card driver is definitely up to date, please go ahead and contact Tech Support. They'll work with you directly to help figure that out!

To reach them, please click on the green to the right of the page and then select the Contact Us link to the bottom left.

Best of luck!

bfgIzara


Edited on 12/22/2012 at 3:20:21 PM PST


 

Re:Post any Christmas Stories: The Nutcracker technical issues here only

[Post New]by majasaunte on Dec 23, 12 5:49 AM
Thank you! It worked when I ran the game as an administrator :-)
Best regards Maja

Edited on 12/23/2012 at 5:49:27 AM PST


 

Re:Post any Christmas Stories: The Nutcracker technical issues here only

[Post New]by vicki1111 on Dec 25, 12 9:43 AM
majasaunte wrote:My game is stopping when I try to melt the ice to get the gear, by the bridge. The candle goes to the branches, bendt down to light tehm, and then nothing more happens....I can´t do anything from there, and have to use "joblist" to close the game...I have tyied to uninstall and install again, but it dosn´t work,,,,What to do??
Maja

I tried runnings as game administrator...but I can't figure this out...please help!!!

 
bfgTokoro
Angelfish
Angelfish
1,111 Posts

Re:Post any Christmas Stories: The Nutcracker technical issues here only

[Post New]by bfgTokoro on Dec 27, 12 6:50 AM
Hi vicki1111,

To get some personalized help on how to run the game as administrator, please contact our dedicated Tech Support Team by clicking on the green to the right of the page, one of our Reps will be happy to help you.

We would really appreciate it if you could take the time to run a Dr. Felix Diagnostic Report and send that over to our Tech Support Team.

Good luck!

bfgTokoro

 

Re:Post any Christmas Stories: The Nutcracker technical issues here only

[Post New]by vicki1111 on Dec 27, 12 11:04 AM
Thank you..I will try...

 
bmgj8
Lobster
Lobster
97 Posts

Re:Post any Christmas Stories: The Nutcracker technical issues here only

[Post New]by bmgj8 on Dec 30, 12 10:18 PM
can't get the catetts in the well to working. I've tried the sequense, and other ways to get them to work, but nothing, please help.

 
bfgBiwa
Barracuda
Barracuda
3,458 Posts

Re:Post any Christmas Stories: The Nutcracker technical issues here only

[Post New]by bfgBiwa on Jan 2, 13 7:12 AM
Heya bmgj8,

Sorry to hear that the cassettes just don't want to work.

In cases like this it often helps to uninstall and reinstall your games to make sure that all the files are in their right place.

If this doesn’t help, our Technical Support will be more than happy to have a further look at this with you so you can enjoy your game again! To get help faster it would be a great help if you could include a Dr. Felix report. You can contact them 24/7 by clicking on the green envelope at the top-right of this page. On the next page you can find the Contact Us link on the bottom-left.

I hope this helps!

bfgBiwa

 
dollym123
Seahorse
Seahorse
21 Posts

Re:Post any Christmas Stories: The Nutcracker technical issues here only

[Post New]by dollym123 on Apr 10, 13 10:50 AM
I collected the glue to fix the nutcracker and when I went to use it, it had disappeared
from my inventory, I tried uninstalling and installing the game again to no avail.

 
bfgSeine
Stingray
Stingray
5,158 Posts

Re:Post any Christmas Stories: The Nutcracker technical issues here only

[Post New]by bfgSeine on Apr 10, 13 11:38 AM
Hi dollym123,

Welcome to the Pond, and I'm sorry to hear that happened. If you'd like, I recommend checking out the walkthrough we have available for the game just to make sure nothing was missed or to see if you can collect that item again. You can take a look at that here:

Christmas Stories: The Nutcracker Walkthrough

If that's not helping, our Tech Support Team may be able to help so you can get that glue back!

bfgSeine

 
dollym123
Seahorse
Seahorse
21 Posts

Re:Post any Christmas Stories: The Nutcracker technical issues here only

[Post New]by dollym123 on May 7, 13 9:02 AM
Thanks! I found it.

 
bfgIzara
Flounder
Flounder
2,151 Posts

Re:Post any Christmas Stories: The Nutcracker technical issues here only

[Post New]by bfgIzara on May 7, 13 9:54 AM
That's great, dollym123! I hope you enjoy the rest of the game and please don't hesitate to post here with any further technical issues!

Cheers!

bfgIzara


 
 
 
 
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