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Problem with player constantly being disconnected

Hello, I'm a DM and player of a few games on here, and one of my players has recently been having a problem where he gets completely and totally desynched from other players every few minutes. He's stubborn and doesn't want to make a post, so I'm making one on his behalf.

After he joins the game, everything will be fine... for a few minutes. Then roll20 tells him he's lost connection to the server, the message goes away shortly thereafter, but he never experiences this interruption on our Mumble (The service we use for communicating with each other) or any other website, leading us to believe that this is some problem with roll20. After this disconnect happens, even after the message goes away, he remains completely desynched from the rest of us. None of us can see what he says, when he moves his token, any rolls he makes, and so on. He'll refresh, and it will work again, for a few minutes, but having to refresh constantly, redo rolls, text, and everything else gets incredibly frustrating.

Is there anything he can do to keep this from happening, or is he just stuck in eternal refreshing hell?
November 25 (9 years ago)

Edited November 25 (9 years ago)
Hi, Garrett B. Here is a troubleshooting guide created endorsed by GenKitty from the Roll20 Mod Team—I hope it helps your player.
GenKitty said:
Before we dive into the guts of the issue, we're going to need you to do a few things for us, things that sometimes fix issues for users before more extensive troubleshooting is needed. Can you please follow Steps 1-3 of our Solving Technical Issues checklist (confirm you're using the latest non-test version of Firefox or Chrome; turn off all extensions, addons, and anti-virus; and clear your cache) to see if one of those components is causing the problem? We can only help if we can recreate your issue, so it is important that you follow each step.

If doing that fixes the issue, just let us know. Otherwise, move on to Step 4, and we'll need all that information to further assist you.
November 25 (9 years ago)
Gen Kitty
Forum Champion
I didn't make the checklist, mind you. :)  But yes, follow those steps.
As of the current moment, clearing his cache seems to have fixed his problem, hopefully it stays that way, thanks both of you :).
November 30 (9 years ago)
Glad to hear it is working (at least for now :P). It his issue starts up again, just let us know.