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Failure to Load Due to Hanging at 98%, 20% or Crashing


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27 July 2016 - 08:13 PM

#1

TPCi_Samhayne

    TPCi Staff

  • TPCi_Samhayne

After launching the Pokémon Trading Card Game Online it is possible, in rare circumstances, to experience an issue while loading the game. This could include crashing before the game fully loads, hanging at 98% (or similar), and any other error messages resulting in the application closing or stalling.

One possible cause of such issues can be corrupt files in the game installation directory.  The majority of these issues are resolved by uninstalling and then re-installing the game.

Important! During the uninstall process you want to be sure to remove the all associated game files.  Please follow the below steps for a "full" uninstall process:

PC Uninstall

  1.     Go to the Programs and Features section your computer's Control Panel. Select the game and uninstall it.
  2.     Go to the directory where the game was installed. The default directory is C:\Users\[your user name]\AppData.
  3.     The game stores files in the LocalLow and Roaming folders. Go into the LocalLow folder and delete the "The Pokémon Company International" folder. Go into the Roaming folder and delete the "Pokémon Trading Card Game Online" folder.
  4.     Empty your Recycle Bin and then restart your computer.
  5.     Please ensure that you also delete all previously downloaded versions of the game. We recommend using a different web browser to download the file again (such as Firefox or Google Chrome). Visit http://pokemon.com/playtcgo to download the latest game installer.

MAC Uninstall

  1.     Delete your TCGO folder, along with any downloaded installation files.
  2.     Click on 'Go' located on your top window, press the 'alt/option' key and select 'Library'.
  3.     Go to 'Cache' folder. Delete any/all Pokémon related folders you find.
  4.     From the 'Library' again, go to 'Saved Application State' and delete "unity.The Pokémon Company International.Refresher.savedState" folder.
  5.     Empty your trash and then restart your Mac.
  6.     Please ensure that you also delete all previously downloaded versions of the game. We recommend using a different web browser to download the file again (such as Firefox or Google Chrome). Visit http://pokemon.com/playtcgo to download the latest game installer.

More Info: Please also confirm that your machine meets the minimum specifications required to run the TCGO (found at the bottom of the download page). You'll also need to ensure you have a strong and stable internet connection, as the TCGO requires constant communication with the game servers.

NOTE: If you find you have any further difficulty, please submit a support ticket with your system information. You can find detailed instructions for how to do so here: How do I provide my system information (such as DxDiag) to the support team?


Alex Leary
Pokémon TCG Online
The Pokémon Company International

Need help from the support team? Visit the [url="http://www.pokemon.com/support"]support portal[/url] and submit a ticket!
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