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A thread for any tech issues you may have. Please also include the operating system you are using.
Edited on 11/04/2017 at 10:06:40 AM PST
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Hello Everyone!
If you're having problems getting the game to work correctly, we highly recommend visiting Big Fish Games Help as they are always the quickest way to get technical problems resolved. Here are a few suggested help articles that have helped many people correct this type of problem in the past:
Game Crashing, Freezing, or Blank Screen
Game Compatibility
Run Game as Administrator
If you are not able to get a game working properly using Big Fish Games Help, please get in touch with Customer 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.'
bfgBeruna 
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Hello hollyodie and gernespieler,
I'm really sorry to hear the game's cursor isn't working and am swimming over to provide some troubleshooting help.
Let's try updating the computer's video card driver. This process has helped other players with similar troubles in the past. Since the video card driver controls how the computer's graphics display, installing a newer version can fix a number of issues. The help page below will walk you through this process.
Update Video Card Driver (Computer)
Should those steps not fix the game, please contact our Technical Support Team. They have the tools to provide a new solution. The others moderators and I can also be reached via a PM if there are any remaining questions.
Thank you all for your patience.
bfgBeruna
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![[Post New]](/templates/wanda/images/icon_minipost_new.gif) by Valdy on Nov 5, 17 1:30 AM
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hollyodie wrote:Since Eipix always has huge cursors the first thing I did was to click the box for custom cursor. Once I did this I had no cursor at all and my only option was to shut down. Hope that this was just a blip and will (hopefully) be fixed.
This happened to me too. And this happened with another game by Eipix. Took them ages to fix it.
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Hi Everyone,
It sounds like there's been trouble with the cursor disappearing after turning off the game's custom cursor. Checking driver updates is a good first step for that sort of issue, and I've provided a link below that should take everyone straight to the correct part of the article. We apologize for any troubles with the previous link!
Update your video card driver
Should that not resolve the issue, please reach out to our Technical Support Team for further assistance, as they're equipped with better tools for these situations than our Forum Moderation Team. You're also welcome to send me or one of our other Moderators a PM at any time. We'll be happy to provide any answers we can.
bfgArinelle
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hollyodie wrote:Since Eipix always has huge cursors the first thing I did was to click the box for custom cursor. Once I did this I had no cursor at all and my only option was to shut down. Hope that this was just a blip and will (hopefully) be fixed.
I had exactly the same experience. Tried deleting game and rebooting then dl game again. Nothing worked. When I saw it was made by Eipix I understood. They have a very bad history of technical problems like this. Too bad, because they are going to lose a lot of fans.
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Hi greenbus,
I'm sorry to hear there have been troubles getting the game to download! This is most often the result of interference from another program. It may also help to let the Big Fish Games app try to download the game in a different way. The following link has steps that should get things working better for us:
Problems Downloading or Installation Failed
If there are still issues after giving those steps a try, please send a message to our Technical Support Team. They'll have the tools needed to assist from that point. You're also welcome to send a PM to me or one of our other Moderators with any additional questions or concerns. We're always happy to help any way we can.
bfgArinelle
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by Valdy on Nov 6, 17 12:01 PM
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bfgArinelle wrote:Hi Everyone,
It sounds like there's been trouble with the cursor disappearing after turning off the game's custom cursor. Checking driver updates is a good first step for that sort of issue, and I've provided a link below that should take everyone straight to the correct part of the article. We apologize for any troubles with the previous link!
<a href="https://bigfishgames.zendesk.com/hc/en-us/articles/230485248#step_2"> Update your video card driver</a>
bfgArinelle
This has nothing to do with our drivers. This happened before with one of Eipix's games. They didn't include the file for the small custom cursor, which is used as the system cursor. Eipix took a few days, but then added the file for that cursor.
--- --- ---
I just checked. The missing cursor was in the game called "Phantasmat: Insidious Dreams". Took Eipix 9 days to fix that.
Edited on 11/06/2017 at 12:06:41 PM PST
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. Play on Windows 10.
