IWG Troubleshooting

Article Title

IWG Troubleshooting

Category

Technical Issues / Games Technical Issues

General Information

IWG (Instant Win Games) may occasionally experience technical issues depending on the player’s device, browser, or connection.

Troubleshooting involves step-by-step testing and isolation to determine the cause of the issue and restore gameplay functionality.

Purpose / Objective

To identify and resolve issues preventing players from accessing or completing IWG games.

Scenario / Use Case

A player reports:

• Game not loading or starting
• Replay or unfinished game not working
• Errors when trying to play IWG games

Step-by-Step Instructions

• Step 1: Identify Device

• Ask whether the player is using:
  • Mobile device
  • Desktop / PC

• Step 2: Understand Player Actions

• Ask what steps the player is taking to access and play the game

• Step 3: Check Browser Version

• Ensure player is using the most up-to-date browser version
• IWG games require HTML5-compatible browsers

• Step 4: Clear Cache and Cookies

• Log out of account
• Clear browser cache and cookies
• Log back in
• Attempt to play again

• Step 5: Try a Different Browser

• Have player test across available browsers (e.g., Chrome, Safari, Edge, Firefox)

• Step 6: Try a Different Device

• If issue persists, switch to another device (mobile ↔ desktop)

• Step 7: Escalate if Unresolved

• Log the case including:

  • Device used
  • Browser version
  • Steps already taken

• Inform Shift Lead if issue is not resolved

Additional Information / Tips

• Follow troubleshooting steps in order
• Ask the player to test after each step
• Stay updated with internal communications for game-specific issues
• Most issues are resolved with browser or cache fixes

Variations / Related Questions Phrased Differently

• “Why won’t my game load?”
• “My instant game isn’t working”
• “I can’t replay my game”
• “Game is stuck / frozen”

Common Issues / Troubleshooting

• Issue: Game not loading

• Update browser and clear cache

• Issue: Game freezing or crashing

• Try different browser or device

• Issue: Replay not working

• Log out/in and retry

• Issue: Persistent issue after troubleshooting

• Log case and escalate to Shift Lead