Hello Bob P., Please carefully work through or have your player work through the first three steps of our guide to Solving Technical Issues : Step 1: Make sure to use the right browser . Please check if these issues persist when using both Chrome and Firefox. Step 2: Ensure that there are no extensions/addons interfering with Roll20. Please disable all add-ons/extensions. Step 3: Clear your cache. If none of the above succeeds, please have your player thoroughly work through Step 4 . (Don't forget the complete Console Log!) Thank you!