Stuck Loading

1690321807

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My friends and I are all trying to play on roll20, and are all stuck loading after an advertisement for pro pops up. We can still see chat and sheets just not the maps.  We have been playing on it for a few years no problems and no recent changes for any of us. Right now we found other web browsers to use, but cant get the same browser to work for us all, we have  someone on chrome, firefox, and opera. Chrome works for one wont work for another, same with Firefox and opera, seems like a website problem?

1690385997

Pro

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Hey Zack, We're looking into this. Thank you for reporting it! Question, how long does it seem to last? Thanks again!

1690405125

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I also have the same problem, I use the firefox browser and the roll20 does not finish loading, when I start my game, I do not understand what the problem is, but the session cannot be played without seeing the map and tokens. I join the notice so that they are aware of the problem and give it a prompt solution.

1690407982

𝑀𝒶𝓇𝓀 𝒟.

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yeah, this problem come to us too. I use chrome browser, and never stuck with that problem. :/

1690411342

Pro

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Yes, very laggy and then it just crashes.

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Andrew Searles said: Hey Zack, We're looking into this. Thank you for reporting it! Question, how long does it seem to last? Thanks again! Its still not working for me 3  days later, one player over 10 days  since he had to switch browsers. left it open just to be safe, never loaded in.

1690494210

Forum Champion

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Zack said: Its still not working for me 3  days later, one player over 10 days  since he had to switch browsers. left it open just to be safe, never loaded in. Just a note: "leaving it open" doesn't help necessarily. If you are downloading something that is slow, sure. But in cases where something has gone awry refreshing to try again may produce better results than leaving it open for hours (or 10days). 

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Edited 1690549257

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I'm having the same problem. On Firefox the countdown for the ad does not start. It's simply stuck (had that left open for several hours now). Everything is fine with Edge though (showing ad, countdown running down, ad disappearing, finishing the startup process), so this is definitely a browser problem.

1690558128

PaladinPrometheus

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Same problem as all above described on both of my accounts (one for playing one for DMing). Have had this problem for 3 days now and have tried turning off ad blockers, VTTEs, etc. Nothing helps

1690562951

Roll20 Team

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Hi everyone, I am very sorry that these issues are continuing to block you from loading into your game. Something that we are attempting to investigate is if this may be a different error that would cause the VTT to fail to load but the add is still remaining causing some confusion. If folks could send us a console log directly via Roll20.net/help it would be very much appreciated and let us get a better idea of what may be going on here. If you need information on how to gather console logs, I've got some links for you here: Directions for Chrome's console log can be found here: <a href="https://roll20.zendesk.com/hc/en-us/articles/360040673774" rel="nofollow">https://roll20.zendesk.com/hc/en-us/articles/360040673774</a> . Directions for Firefox are found here: <a href="https://roll20.zendesk.com/hc/en-us/articles/360040673814" rel="nofollow">https://roll20.zendesk.com/hc/en-us/articles/360040673814</a> . Thank you!

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Edited 1690648657

PaladinPrometheus

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Hey guys! After opening the console log, i noticed a lot of red text saying things along the lines of cookie errors and tracking issues. SO after opening Roll20 in a private window, i no longer had the issues. This seems to me some sort of bug issue with Roll20's cookie and tracking system.

1690674249

Edited 1690722302

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I have this very issue, on multiple browsers, however, I also noticed something when I did some trouble shooting. I have extensions - one of them being the VTT Enhancement Suite, another is an ad blocker.  I find that if I turned off the VTT Enhancement Suite and reloaded it, it seemed to go into it.   If I am a DM - with it on I can go into games I am not a DM and it is fine, with all my extensions on.  It is the ad at the beginning that has a problem with one of the extensions and I think it is this one and not the adblocker- however, I think I had the ad blocker off also.  Sorry usually am clearer on trouble shooting, but I cannot recreate the issue once I used the 'fix' to get into the game.  It does, however, returned a day later so it is not a permanent fix. Note: Windows 10 using both firefox and advast (chrome) browsers with the exact same results.

1690703995

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Same issue here. Running Win11 and Chrome. I've disabled and re-enabled the chrome extension. Cleared cache, browsing history, etc, tried Edge and nothing works. I go to Roll 20, sign in then hit 'launch game' and it just hangs on the black Roll20 "Loading ..." screen. Every now and then a popup appears saying "Page unresponsive". What's truly weird is I can do exactly the same thing on a Win10 laptop, also running Chrome, same network same signing etc and it works perfectly. Is there a Roll20 Windows 11 issue perhaps? Noting Aly H's post above, I also tried running it in chrome incognito to see if that would fix it - same thing - just stuck on black loading screen on Win 11.

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For those having issues. Disable your extensions for chrome and firefox! Notably, adblock+ and other blocker apps, as well as some other extensions, are currently blocking the game from loading for some reason. Disabling these, or starting on a fresh chrome with no extensions, has fixed the issue for our groups players.

1690829860

Pro

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MrBrewed said: For those having issues. Disable your extensions for chrome and firefox! Notably, adblock+ and other blocker apps, as well as some other extensions, are currently blocking the game from loading for some reason. Disabling these, or starting on a fresh chrome with no extensions, has fixed the issue for our groups players. Thanks for posting this tip - I was stuck loading and refreshing at several points this morning. Turning uBlock Origin (using Firefox) off for Roll20 did the trick and I'm back in.

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Can confirm (running Win11 with Firefox) that disabling "VTT Enhancement Suite" extension or running roll20 in a private tab fixed the issue.

1691140188

Pro

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Strand said: Can confirm (running Win11 with Firefox) that disabling "VTT Enhancement Suite" extension or running roll20 in a private tab fixed the issue. VTT Enhancement Suite is not compatible with the new UI and ceased to function in that regard. Sometimes I get this Problem, too. A possible FIX is to go to the page you manage the extensions in Firefox and press "Update". Even if there is no update, after that it works again... at least for me...

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Nothing works. I have this problem for two weeks now and even though I have no extensions on, reload everytime, deleted cache and cookies, it just won't load. I cannot try another browser since I only have a Chromebook, but my friend with a PC has the same issues with the same circumstances. What can I do? I am going insane.

1691434363

Forum Champion

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Hi Annie,  Your best bet at this point is to contact the Devs via the Help Center as the Bug Report forum is primarily for users helping users. 

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Thank you Gauss, I reached out to them and hopefully they will look into the issue.

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