bfgBellerophon
Moderator
Moderator
8,044 Posts

Please post any TECH ISSUES for Free the Witch here

[Post New]by bfgBellerophon on Jun 8, 16 12:02 PM
Hey there Everyone,

If you are having problems getting the game to work correctly, we highly recommend going to Big Fish Games Help. Using Big Fish Games Help 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 Big Fish Games Help, please get in touch with our Customer Support team. You can find a link to contact our Technical Support Team HERE.

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.'

bfgBellerophon

Edited on 03/11/2017 at 2:07:02 PM PST


 
michsheps
Lobster
Lobster
80 Posts

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by michsheps on Jun 13, 16 2:50 AM
I have a new laptop, running Windows 10, downloaded this game, playing fine, up to level 49, now the game loads, I click on woodlands then it closes to a windows message saying there is a problem stopping the game running. I have deleted and reinstalled but still the same. The game still crashes.

 
linda43416
Lobster
Lobster
94 Posts

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by linda43416 on Jun 14, 16 4:18 AM
running win 10 with Trend security. Every time I try to launch game my security program stops it, says it is ransomware! I have unblocked it, added to exception list and everything supposedly needed to override the security program, but still closes every time I try to launch. Will I be able to play this game, would like to try.

 
LarkBea
Herring
Herring
320 Posts

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by LarkBea on Jun 14, 16 4:41 AM
Linda, you need to contact the support department for Trend. They may need to update their software with an exception for it if there's nothing you can do on the user side.

My issue: Was playing along when game suddenly froze. Couldn't even bring up task manager to get out of it, so had to do a hard shutdown, something that is not good for a computer. So I uninstalled it.

Running Windows 7 Professional 32 bit. Haven't tried it on the laptop which is running Windows 7 Pro 64 bit.

Edited on 06/14/2016 at 4:42:03 AM PST


 
elboranch
Lobster
Lobster
98 Posts

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by elboranch on Jun 14, 16 8:31 AM
I cant get it to open at all ! Did get the same warning from my norton that it was malware ???
I have uninstalled it and will try again !
Update : So I uninstalled and reinstalled it ! Tried to open and Norton said it was unsafe I told Norton to allow it ! I played the game with no problems ! Went back to play later and program was closed unexpectedly ???? Come on Big Fish get these bugs out before we get the games !!! Am leaving it alone and maybe will get an update later !


Edited on 06/14/2016 at 3:26:54 PM PST


 
bfgBellerophon
Moderator
Moderator
8,044 Posts

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by bfgBellerophon on Jun 14, 16 12:02 PM
Hi Everyone,

The Moderation Team appreciates players taking the time to post in this particular thread the issues they are experiencing. We apologize for the inconvenience that these issues have caused and we definitely want to help get things up and running for players.

For players that are experiencing issues on Windows 10, please refer to the following help article for troubleshooting steps that have been known to help resolve crash issues:

Windows 10

For freezing issues on other operating systems, please refer to the following help article:

Game Crashing, Freezing, or Blank Screen

In regards to the messages that players are seeing with their antivirus programs, our games are guaranteed virus free and are tested rigorously before their release to the public. It is highly recommended that if you are seeing virus messages to reach out to our Customer Support Team with the following information:

1) Game title
2) Name of antivirus company
3) The message alert details
4) The Big Fish Games files that was detected (generally ends in .exe)

For more information see the following help article:

Virus Messages

If players continue to experience issues, the Customer Support Team is always willing to further troubleshoot and assist. Please provide a Dr. Felix Report as the team is able to gather the data from the report and provide steps that are specific to your computer's configurations.

Thank you for your patience.

bfgBellerophon

 

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by Misty_eyed1 on Jun 15, 16 7:31 AM
OK. Running the game on different Laptops and PC's with different OS's, I don't upgrade I just buy a new one, including new laptop with windows 10. With the windows 7 and the new windows 10;.only 2 I've tried the game that far on..reached level 55 and game closed without warning. Restarted it and progress at level 55 still there. Everything else reset to 0 including lives. All chests back, gold mine and buildings need rebuilding from beginning. Same with portals, crystals there just need to click them. After clicking any of them the first time, they reset right away. No saving.
Just wanted to add that I have not had any problems with the game starting or closing. No BFG messages either

Edited on 06/15/2016 at 7:36:27 AM PST


 
patchesandme
Barracuda
Barracuda
3,154 Posts

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by patchesandme on Jun 15, 16 7:37 AM
Hi elboranch,
I also have norton and it downloaded fine for me. After reading your post I used it to do a scan on the game and for me it said the game was safe. I hope CS can help you out

I have had only one problem so far and maybe someone or a Mod could help me out since the help page didn't. Running PC Windows 7 Professional. Everything is up to date, fan works and vents are clean and computer is more then capable of running and playing this game. Yet at certain times it starts to overheat. Last night when I couldn't sleep I played it for 2 hours and the fan didn't even come on. I had this problem when I was playing the AW game too off and on. I don't understand why sometimes it happens and other times it doesn't. Does anyone know why it does????

 
LarkBea
Herring
Herring
320 Posts

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by LarkBea on Jun 15, 16 10:50 AM
patchesandme wrote:Hi elboranch,
I also have norton and it downloaded fine for me. After reading your post I used it to do a scan on the game and for me it said the game was safe. I hope CS can help you out

I have had only one problem so far and maybe someone or a Mod could help me out since the help page didn't. Running PC Windows 7 Professional. Everything is up to date, fan works and vents are clean and computer is more then capable of running and playing this game. Yet at certain times it starts to overheat. Last night when I couldn't sleep I played it for 2 hours and the fan didn't even come on. I had this problem when I was playing the AW game too off and on. I don't understand why sometimes it happens and other times it doesn't. Does anyone know why it does????


Hi. I have a feeling this game is resource intensive (it froze up on me and completely froze my computer). If you happen to have software updating when playing or a Windows update comes through...anything that is using "horsepower"...it's understandable why the fans would start running. You could try pulling up task manager during those times (ctrl/alt/delete) to see what is using CPU/RAM when it occurs. I had this problem with another game and found that disabling my real time antispyware program while playing cured what ailed it. Since I wasn't connected to the internet at the time, I didn't have any misgivings doing so, but had to make an effort to remind myself to re-enable it afterwards. Since this is a FTP game, you probably have to be connected to the internet to play, so disabling your security program or programs during game play isn't a good idea, not for this type of game anyway.

Edited on 06/15/2016 at 10:52:23 AM PST


 

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by juttawalker on Jun 15, 16 11:09 AM
Hello to all,i had no problem downloading,when i click on play my Norton tells me it is a Sonar Heustic treat,i am on w 10

 
patchesandme
Barracuda
Barracuda
3,154 Posts

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by patchesandme on Jun 15, 16 11:13 AM
Hi LarkBea,

Thanks for the help. I didn't even think about stuff going on in the background such as a windows update or my antivirus running. Another duh moment for me, LOL. After I left here I did notice I had updates for windows.

I agree! If I'm connected to the internet everything stays on!

Once again thank you for your help

 
LarkBea
Herring
Herring
320 Posts

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by LarkBea on Jun 15, 16 12:30 PM
You're very welcome.

 
insanewife
Flounder
Flounder
2,236 Posts

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by insanewife on Jun 15, 16 12:58 PM
Where's the buy button? Got the button to try it but no buy button...

 
LarkBea
Herring
Herring
320 Posts

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by LarkBea on Jun 15, 16 1:00 PM
You can't buy the game itself. It's of the "free to play" genre, meaning you can play it as long as you like, but if you need things like coins or various power ups, you'll need to make in game purchases (along the same line as Midnight Castle, BFG Casino and others).

 
52lucky
Guppy
Guppy
159 Posts

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by 52lucky on Jun 15, 16 6:36 PM
I have installed, uninstalled and reinstalled this game 4 times, but every time I open the game, my cursor disappears. I don't know what causes this, but it is annoying and I can't play the game. What can be done? Has anyone else had this issue? I am running Windows 7.

 
cherkatz1
Seahorse
Seahorse
35 Posts

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by cherkatz1 on Jun 15, 16 6:52 PM
I had windows 10 and kept having the same issues, game freezing, computer shutting down and restarting. Finally had it looked at and had to have windows 10 removed and went back to windows 7 no problems since. Also kept stating need new drive which I also had installed. Hope this helps someone.

 
eli173
Barracuda
Barracuda
3,343 Posts

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by eli173 on Jun 16, 16 10:53 AM
LarkBea wrote: [...]My issue: Was playing along when game suddenly froze. Couldn't even bring up task manager to get out of it, so had to do a hard shutdown, something that is not good for a computer. So I uninstalled it.

Running Windows 7 Professional 32 bit. Haven't tried it on the laptop which is running Windows 7 Pro 64 bit.


I got the same problem, game crashed at the end of a game with the final cascading. Only managed to place my laptop in sleep mode, I tried to reenter and although I got my desktop, the cursor was that of the game and everything was frozen. Had to do hard shutdown. I checked the game's system requirements and they are low, and in any case, far below my system. Now I'm afraid to play. I've been playing other BFG games with higher requirements without problems for a long time.

Playing on PC, win7 Home premium, 64-bit OS

 
bfgBellerophon
Moderator
Moderator
8,044 Posts

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by bfgBellerophon on Jun 16, 16 11:16 AM
Hi Everyone,

The Moderation Team appreciates players taking the time to post what they are experiencing in this particular game. We apologize that issues are appearing in your games, and we definitely want to help get things up and running. Thank you to the players that have offered their suggestions and hints on how to get back into the game.

If players are seeing an alert from their antivirus software, it is highly recommended to look at the following help article. Please provide to our Technical Support Team the information located in the article. Our games are guaranteed virus free and we do recognize that false positives may occur.

Virus Messages

For players that are experiencing freezing,crashing, or cursor issues, please ensure that your video card drivers are updated. The following help articles contain great troubleshooting steps that have been known to help get player's games up and running.

Game Crashing, Freezing, or Blank Screen

Run Game as Administrator

insanewife, I see that there is some question regarding the purchase of this particular game. LarkBea is right that Free the Witch is a Free to Play game. This means that players are able to play this game and have an option for in game purchases. For more information regarding these types of games, please see the following help article:

Free to Play Games

If issues still persist, please reach out to our Technical Support Team with a Dr. Felix Report. The support team is always willing to help offer steps that are specific to your computer.

bfgBellerophon

 
Tajuffy
Seahorse
Seahorse
34 Posts

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by Tajuffy on Jun 17, 16 10:33 AM
Hi, I've played for 2 days without issues, today some of the letters in the words would be white squares so I closed it & reopened. Now when I try to enter woodland or atlantis I immediately get a message the game has stopped working. I've tried a few times, then I uninstalled & reinstalled with the same result. I'm on Windows 10 HP laptop. The help just gave me tips I've already tried.

Thank you,
Lynn

 
bfgPanthalassa
Flounder
Flounder
2,450 Posts

Re:Please post any TECH ISSUES for Free the Witch here

[Post New]by bfgPanthalassa on Jun 17, 16 4:17 PM
Hi Tajuffy,

I'm sorry to hear that these problems have been coming up while playing the game. Thank you for letting us know the steps you've already tried. When the tips in our help articles don't address an issue, we highly recommend contacting our Technical Support Team HERE with a Dr. Felix Report.

While the Forum Moderation Team would like to be able to provide further, in-depth help for technical issues, the forums simply can't support the tools needed to do so. However, our Reps can give customized assistance, and they're always happy to help.

Additionally, including a screenshot of the message coming up can help them to provide the best possible steps for this situation. I've gone ahead and included a help article below with some steps for taking a screenshot of what's happening in the game:

Taking a Screenshot

Thank you for your patience.

bfgPanthalassa

 
 
 
 
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