Technical Support

Technical Support

Is my computer compatible with Woozworld?

Woozworld is compatible with PC and Macintosh.

How to install/update Adobe Flash player

In order to install/reinstall your Adobe Flash player, please follow the instruction below;

 

PC

- Go to http://kb2.adobe.com/cps/141/tn_14157.html.

- Read the instructions and download the appropriate uninstaller file.

- Execute it to uninstall the Flash player from your system.

- Restart the computer.

- Once your computer is restarted, go to http://get.adobe.com/flashplayer/.

- Download and reinstall the Flash player.

 

MAC

- Go to http://helpx.adobe.com/flash-player/kb/uninstall-flash-player-mac-os.html.

- Read the instructions and download the appropriate uninstaller file.

- Execute it to uninstall the Flash player from your system.

- Restart the computer.

- Once your computer is restarted, go to http://get.adobe.com/flashplayer/otherversions/ (try different versions).

- Download and reinstall the Flash player.

How to download different web browsers

If you are encountering issues with your current web browser, and want to try a different web browser to see if the problem is still there. Here are a few of the most popular browsers you can try;

 

Internet Explorer

 

Mozilla Firefox

 

Goggle Chrome

 

If the problem persists, you can also visit our knowledge book page on how to delete your cookies, cache and internet files.

 

If all this fails, please contact our support team at support@woozworld.com and we will assist you in the best delays possible.

How to test your internet connectivity

Sometimes issues can be linked to your internet connection and/or performance. In order to know how good your internet connectivity is, you can run a speedtest!

How to retrieve your Dxdiag file

In order to resolve some issues, sometimes we need your Dxdiag. A Dxdiag is a resume of your computer specs which may help us pin point certain issues. In order to get your Dxdiag, you will need to do the following;

 

- click on “START”

- click “run”

- type in “dxdiag” and click “OK”

- check through the tabs and perform all tests

- click “Save all Information…” and save the text file to a location of your choice

 

We prefer that DxDiag files be posted as message attachments rather than pasted into the body of the post.

 

In some cases you might need to save your Dxdiag as a .txt

 

All that is left to do after that is to attach your Dxdiag to your e-mail and you’re done!

How to delete your Cookies, Cache and Internet history

WARNING : Doing the following will cause your internet browser to re-download all previously visited web pages when you access them again for the first time. Additionally, all previously visited web pages may require you to re-enter your login information (username and password), if applicable, once again to recognize you.

 

To clear Temporary Internet Files and Cookies in Internet Explorer :

 

- Click the “Tools” menu.

- Click on the “Internet Options” option.

- In the “General” tab, click the “Delete…” button.

- Make sure that nothing is checked except “Temporary Internet Files” and “Cookies”.

- Click the “Delete” button.

- Open a new Internet Explorer window and access your Woozworld account.

 

To clear Temporary Internet Files (Cache) and Cookies in Firefox :

 

- Click the “Tools” option.

- Click on the “Clear Recent History” option. A new dialog box will open.

- In this new box, in the “Time range to clear” select “Everything”.

- Click the “Details” option and make sure that nothing is checked except “Cookies” and “Cache”.

- Click the “Clear Now” option.

- Open a new Firefox window and access your Woozworld account.

 

To clear Temporary Internet Files (Cache) and Cookies in Google Chrome :

 

- Click on the “wrench” icon on the top right-hand corner of the window in Google Chrome (Customize and control Google Chrome).

- Click on “Tools”.

- Click on “Clear browsing data…”.

- Check everything except “Clear saved passwords”.

- Click the “Clear browsing data” button.

 

Other things you can investigate :

 

- Internet Explorer Security settings (Tools – Internet Options – Security tab) too high. Try Medium.

- Cookies are disabled. Make sure that your cookies are not disabled as Woozworld requires these to function properly.

- Webpage blocked by some security and/or parental control application. Try again after temporarily disabling these to rule out this possibility.

- Try using Firefox web navigator (http://www.mozilla.com/en-US/firefox/ie.html).

 

You can also try to uninstall and reinstall the Flash player. To do this :

 

- Go to http://kb2.adobe.com/cps/141/tn_14157.html.

- Read the instructions and download the appropriate uninstaller file.

- Execute it to uninstall the Flash player from your system.

- Restart the computer.

- Once your computer is restarted, go to http://get.adobe.com/flashplayer/.

- Download and reinstall the Flash player.

- Attempt to access Woozworld once again at http://www.woozworld.com/.

 

If you are having issues following these information, you can also use Microsoft Fix It if you are running a Windows operating system.

My Woozen is completely black and I can’t connect on it!

In order to resolve this issue, you will need to change a piece of clothing equipped on your Woozen, but first you need to be able to get in the game. Please follow the instructions below to be able to connect to your Woozen again.

 

WARNING : Doing the following will cause your internet browser to re-download all previously visited web pages when you access them again for the first time. Additionally, all previously visited web pages may require you to re-enter your login information (username and password), if applicable, once again to recognize you.

 

To clear Temporary Internet Files and Cookies in Internet Explorer :

 

- Click the “Tools” menu.

- Click on the “Internet Options” option.

- In the “General” tab, click the “Delete…” button.

- Make sure that nothing is checked except “Temporary Internet Files” and “Cookies”.

- Click the “Delete” button.

- Open a new Internet Explorer window and access your Woozworld account.

 

To clear Temporary Internet Files (Cache) and Cookies in Firefox :

 

- Click the “Tools” option.

- Click on the “Clear Recent History” option. A new dialog box will open.

- In this new box, in the “Time range to clear” select “Everything”.

- Click the “Details” option and make sure that nothing is checked except “Cookies” and “Cache”.

- Click the “Clear Now” option.

- Open a new Firefox window and access your Woozworld account.

 

 

Other things you can investigate :

 

- Internet Explorer Security settings (Tools – Internet Options – Security tab) too high. Try Medium.

- Cookies are disabled. Make sure that your cookies are not disabled as Woozworld requires these to function properly.

- Webpage blocked by some security and/or parental control application. Try again after temporarily disabling these to rule out this possibility.

- Try using Firefox web navigator (http://www.mozilla.com/en-US/firefox/ie.html).

 

You can also try to uninstall and reinstall the Flash player. To do this :

 

- Go to http://kb2.adobe.com/cps/141/tn_14157.html.

- Read the instructions and download the appropriate uninstaller file.

- Execute it to uninstall the Flash player from your system.

- Restart the computer.

- Once your computer is restarted, go to http://get.adobe.com/flashplayer/.

- Download and reinstall the Flash player.

- Attempt to access Woozworld once again at http://www.woozworld.com/.

My loading bar is stuck !

WARNING : Doing the following will cause your internet browser to re-download all previously visited web pages when you access them again for the first time. Additionally, all previously visited web pages may require you to re-enter your login information (username and password), if applicable, once again to recognize you.

 

To clear Temporary Internet Files and Cookies in Internet Explorer :

 

- Click the “Tools” menu.

- Click on the “Internet Options” option.

- In the “General” tab, click the “Delete…” button.

- Make sure that nothing is checked except “Temporary Internet Files” and “Cookies”.

- Click the “Delete” button.

- Open a new Internet Explorer window and access your Woozworld account.

 

To clear Temporary Internet Files (Cache) and Cookies in Firefox :

 

- Click the “Tools” option.

- Click on the “Clear Recent History” option. A new dialog box will open.

- In this new box, in the “Time range to clear” select “Everything”.

- Click the “Details” option and make sure that nothing is checked except “Cookies” and “Cache”.

- Click the “Clear Now” option.

- Open a new Firefox window and access your Woozworld account.

 

 

Other things you can investigate :

 

- Internet Explorer Security settings (Tools – Internet Options – Security tab) too high. Try Medium.

- Cookies are disabled. Make sure that your cookies are not disabled as Woozworld requires these to function properly.

- Webpage blocked by some security and/or parental control application. Try again after temporarily disabling these to rule out this possibility.

- Try using Firefox web navigator (http://www.mozilla.com/en-US/firefox/ie.html).

 

You can also try to uninstall and reinstall the Flash player. To do this :

 

- Go to http://kb2.adobe.com/cps/141/tn_14157.html.

- Read the instructions and download the appropriate uninstaller file.

- Execute it to uninstall the Flash player from your system.

- Restart the computer.

- Once your computer is restarted, go to http://get.adobe.com/flashplayer/.

- Download and reinstall the Flash player.

- Attempt to access Woozworld once again at http://www.woozworld.com/.

 

If the problem persist, please contact our support team at support@woozworld.com and we will assist you in the best delays possible.

I can’t see the whole Woozworld screen ! What do I do?

We are sorry that you are having trouble accessing your account.

 

The minimum supported screen resolution for Woozworld is 1024×768. For your information, here are instructions on how to adjust your computer’s maximum screen resolution :

 

Warning : If you choose a resolution that is not perfectly compatible with your system, rest assured that your resolution will be reverted back automatically to the previous configuration should you not be able to click the confirm button within the 15 seconds following clicking the “Apply” button.

 

In Windows XP :

 

- Right-click on your desktop.

- Left-click the “Properties”.

- Left-click the “Settings” tab.

- Adjust the “Resolution” slider according to your needs.

- Left-click the “Apply” then the “OK” button to finalize your choice.

 

In Windows Vista :

 

- Right-click on your desktop.

- Left-click “Personalize”.

- Left-click “Display Settings”.

- Adjust the “Resolution” slider according to your needs.

- Left-click the “Apply” then the “OK” button to finalize your choice.

 

In Windows 7 :

 

- Right-click on your desktop.

- Left-click “Screen Resolution”.

- Left-click the “Resolution” drop-down list and select a resolution according to your needs.

- Left-click the “Apply” then the “OK” button to finalize your choice.

 

In Mac OSX :

 

- Click on the Apple.

- Click on the “System Preferences” option.

- In the “Hardware” section, click on “Displays”.

- You can then choose a higher resolution if available.­

 

If you modify your screen resolution but it remains lower than 1024×768 (if your screen resolution doesn’t go that high), then unfortunately you will most likely not be able to play.

 

Please also be aware of an issue that can occur if, in your internet browser, you are zoomed in (display is higher than 100%). In which case, Woozworld might detect a lower resolution than what you are using in reality. In which case, you will need to set your internet browser to not display pages in zoomed mode (thus 100% zoom maximum). You can modify this setting by using the control key along with the mouse wheel or the control key along with the “+” and “-” keys of your keyboard.

 

You can find more information concerning this Internet Explorer functionality here : http://www.microsoft.com/enable/training/windowsvista/webzoom.aspx

 

Otherwise, unless Woozworld was working fine previously , you could try accessing the game on a more powerful computer at home, if possible.

 

Lastly, please make sure that your internet web browser is set to be in full screen, here’s how :

 

- Press the F11 key.

- Simultaneously press the ALT and Enter keys.

- Double-click the top bar of your internet browser’s frame.