a couple of friends cant enter games

this is a big problem, for the last several weeks a couple of friends of mine have been incapable of playing any games since the moment they enter they are locked to a loading screen. somebody help please?

mind you, they've both been doing everything the bots have been saying to do, codes, restarting, whatever, and still nothing.

You don't mention the two biggest things that help: 1) Use Firefox or Chrome (test both) 2) Disable all browser extensions/plugins/addons (or run in a Private Browsing / Incognito session) Have your friends tried those two things?

they gave it a shot and no dice. 

as in, it didn't work

Please carefully 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 players thoroughly work through Step 4.(Don't forget the complete Console Log!) If you need additional information on how to capture a console log we have additional information here: Submitting a Console Log in Firefox Submitting a Console Log in Chrome Thank you!