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My player can't load into my campaign, please help

Hi, I am currently running a campaign and I have all of my players joined into my game. I want to start, and I am trying to do a solo session for one player, but when they click Launch game they do not load in. Instead, they are just stuck at a loading screen. They have tried restarting their computer and making a new Roll20 account, and also just waiting a long time. Nothing seems to be working. Is there anything I can do?
1588801479
Kraynic
Pro
Sheet Author
Direct them to the troubleshooting page of the help desk and have them work through all those steps.&nbsp; Hopefully they will be in before needing to file a bug report. <a href="https://roll20.zendesk.com/hc/en-us/articles/360045655014-Reporting-a-Bug" rel="nofollow">https://roll20.zendesk.com/hc/en-us/articles/360045655014-Reporting-a-Bug</a>