Feature Tours are still never working, never going away, and blocking game functionality

Hello, This is in reference to multiple unresolved support tickets and a previous forum thread. All of the "tours" that are put in to introduce new interface features (such as the integrated voice and video tour and the foreground layer tour) are still majorly problematic and are getting worse. They never function properly as tours to begin with and are never self-clearing once you try to do them.&nbsp; As long as they are up, roll20 is unusable.&nbsp; It is getting harder and harder to clear them out and the game is becoming less and less functional as long as they are there. This happens on my account in all browsers and on all computers on all internet connections.&nbsp; I have tested brand new installs with nothing done to them and old computers on different connections and all the major browsers.&nbsp; I have sent in pictures and video. There is a previous forum thread I had on this, but replies ceased and there was never a presented solution. <a href="https://app.roll20.net/forum/post/12186720/issues-with-integrated-voice-and-video-tour/?pageforid=12186720#post-12186720" rel="nofollow">https://app.roll20.net/forum/post/12186720/issues-with-integrated-voice-and-video-tour/?pageforid=12186720#post-12186720</a> I have multiple previous tickets which confusingly closed in the middle of discussion, so no attempts at resolution were made. I desperately need a solution to this bug as roll20 will probably not work anymore if another tour is put out. Please help, thanks.

Could that be because of clearing your Cookies every time you relaunch your browser?&nbsp; Asking because in your previous Help thread, Gauss said, If you clear the cookies regularly, ... that might explain why you keep seeing them.&nbsp; And your reply was,&nbsp; So, I am not clearing the cookies between uses, though it does happen every time I relaunch. I think.... If your browser does not have a Cookie stored telling it to hide the Tour.... then the Tour will show. And I'm not 100% clear if your reply was saying that you have your Browser set to clear cookies upon relaunch?&nbsp;

No, there is no clearing of cookies at all and there never was, except when I was asked to try it on purpose manually. This is on every computer, including brand new ones with default settings in all newly installed browsers. I have tested over 20 different computers, all with different settings, with all the major browsers, different OS's, on many different internet connections . As well, the tour has always been broken for my account as well.&nbsp; If the tour doesn't work on my account, it can't trigger the cookies.

My suggestion would be to contact Roll20. You can do that via the Help Center . If it is an account level issue they may be able to repair it.&nbsp; Another thought would be that some other program is preventing cookies. Perhaps a security program you use across all of your devices.&nbsp; An example of this would be a universities' common computers. They may have security to prevent cookies from being retained. (I saw that at the school I used to go to.)

I have contacted them at the Help Center and haven't heard back.&nbsp; Starting to get desperate that I won't be able to play the games anymore because with every new tour they add the problem gets worse and it gets harder to be able to use roll20 at all.&nbsp; Right now I have to do a complicated loading routine just to get it working. I have no security programs at all, not even adblockers. I have taken a blank, put brand new default OS on it, and installed browsers at default settings and it still happened in all browsers. I have taken other people's devices and machines, all with different settings and it is the same thing. &nbsp; I retain cookies for everything else just fine.&nbsp; I am suspicious that the cookies are not being set at all - since the tours are not completing or working properly from the beginning.&nbsp; But I don't know what to do for that.

What was the ticket number of your Help Center request?

Data Point: I’m logging into Roll20 with Firefox Private Browsing and Chrome Incognito windows all the time and I don’t see this happening. Nothing is preventing me from running any of my games.&nbsp; Edit: Checked with&nbsp; Firefox Private Browsing (Classic &amp; Jumpgate) and Chrome Incognito ( Classic &amp; Jumpgate ). I get a popup about Map Folders in Classic and a popup about Foreground Layer in Jumpgate, but neither prevents me running the games.

Gauss: Ticket numbers include: 336284, 332606, 287177 Andrew R.: Yes, it doesn't affect anyone else I know; that has always been the bug report.&nbsp; Only me.&nbsp; And on all computers, browsers, and OS's. I imagine that you are able to make the pop-ups go away and then play, which is not my experience.&nbsp; The tours do not work properly and ones like the Voice and Video one actively blocks gameplay features until it is completed properly.&nbsp; I have to go through a load close load close load cycle to get the game to stop doing the tours so that I can play.&nbsp; Every new tour makes the process longer and more complicated.&nbsp; It took weeks to figure out how to get sound working again (through a load close load cycle) and be able to play after the voice and video tour came out.

HiErik! When you submit the big report, are you including a&nbsp; Console Log ( Chrome , Firefox )? That could possibly tell Roll20 what's keeping the cookies from telling your browsers that the Demos are not needed.

Erik K.,&nbsp; I have forwarded this to the Roll20 Staff and you should be hearing from them soon(tm). Please let me know if you don't hear back within two&nbsp; business days.

keithcurtis - yeah I did that previously. Gauss - thanks! :)

Update - I did sent in videos of everything to staff weeks ago, but problem is only getting worse.&nbsp; Now I have to refresh 4 or 5 times in order to get the sound and site working.&nbsp; All of these problems are still related to the tutorials that refuse to go away on any computer or system on my account. Edit: Yes, it is definitely worse.&nbsp; The tutorials are blocking all communication features sometimes now.&nbsp; The entire set of software is starting to become non-playable on any computer or any system due to a bug in my account.

Sorry to hear this is continuing for you Erik K.,&nbsp; Have you tried a new account to see if this continues? If it doesn't I'd ask the Devs to port over any content you own to the new account.&nbsp;

If I make a new account, can they delete the old account and change the new email to the old email?&nbsp; It kind of needs to be on the same email and I don't think they'll let me make two accounts on the same email.&nbsp; (I just don't want some random email which is only for games on this site, I already have too many emails)

Erik K. said: If I make a new account, can they delete the old account and change the new email to the old email?&nbsp; It kind of needs to be on the same email and I don't think they'll let me make two accounts on the same email.&nbsp; (I just don't want some random email which is only for games on this site, I already have too many emails) This is likely possible, but will absolutely require working with the team through a&nbsp; Help Center Request .

I guess I'm waiting for a response either way.&nbsp; A new account is moot if they can't transfer anything and support generally takes a month or 3 for responses. It just sucks that its a reported and documented problem for a very long time that affects every single machine and OS and its getting to the point where the broken code around the tutorials and tooltips it threatening my ability to use the site after years of use.&nbsp; I wish they would just fix my account to let me play properly.

Erik,&nbsp; What is the most recent Help Center request number?