Player can't see screen - Jumpgate

I'm troubleshooting a jumpgate issue for a player, and I cannot reproduce it to determine what is going on. When he enters the game, he sees this and cannot proceed. (extra white boxes are me removing PII from his screen)

Any ideas?

Hi kahn265!

Standard things to try in such circumstances are:

• Clearing cache and cookies to eliminate the possibility of bad data
• Trying a private browsing window to hopefully rule out extension conflicts
• Trying a different browser to see if it is browser-specific

Thanks Keith.

That's what I had him do immediately after posting. He's using an incognito window now (because it's pain logging back into everything).

Hmm. Another thing to try (though this is less common these days, is to switch the player flag to a different page. If the page he is loadiing into is terrifically complex for some reason, it can cause load problems. This used to happen sometimes under the old dynamic lighting system, but is rare these days. But it's worth a shot.

Beyond that, my best recommendation is to have them gather a Console Log (Chrome, Firefox) during the log in attempt and file a Help Center Request.

Nah, he's happy with the "Incognito Window". 

I'll make a note of this for future reference.

I recommend always launching games in an Incognito or Private Browsing window. It has saved me a lot of trouble over the years.