This kind of problem is generally caused by a virus scanner, pop-up blocker or firewall in Windows, or by the privacy settings on your web browser, which may be set too high.
Disable security settings
1) Uninstall the game you are unable to play. Do this by going to the Start menu, opening 'Control Panel', choose 'Programs' and then click 'Programs and Features'. You will see the game displayed in the list of programs. Select it and click 'Uninstall'.
2) Temporarily disable your Internet Ad Blocks. To do so, please follow the instructions for your chosen internet browser below.
- Internet Explorer
- Google Chrome
3) Click here to download the game again and reinstall it.
If the game starts after these steps, this was the cause of the problem. If not, please continue with the steps below.
4) Temporarily turn down your firewall and lower your privacy settings to prevent the situation from occurring again. Go to the Start menu, click 'Control Panel' and then choose 'System and Security'. Click 'Action Center' and turn your firewall off. Don't forget to re-enable your virus scanner/firewall afterwards.
It could be that your security software, such as your virus scanner or firewall, has done an automatic update on your computer. Some of such updates wrongfully identify safe files as dangerous. When our server makes contact with your computer to verify your account, your security software may interrupt this connection, which causes our server to believe that you have no Internet connection and therefore the game won't be able to start. We guarantee that there are no harmful files in our games, so it's safe for you to briefly turn off your security software during the login process. You can turn it on again after you've logged in to the game. You can also inform the supplier of your security software about the error in their software.
I have Windows Vista and was unable to resolve the problem by disabling my security settings
If your game still won't start after disabling the security settings, please deactivate the User Account Control in Windows Vista. Go to the Start menu, click 'Control Panel' and then choose 'User Accounts' twice. Click 'Change User Account Control Settings' and click 'Yes'. Set the settings to 'Never notify' and click 'OK'. Remember to turn the security settings back on after playing the game.
You then need to reinstall the game. In order to do this, you must first uninstall it. Do this by going to the Start menu, opening 'Control Panel', choose 'Programs' and then click 'Programs and Features'. You will see the game displayed in the list of programs. Select it and click 'Uninstall'.
Click here to download the game again. You should now be able to start the game. If not, please contact our Customer Support Team!