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Can't see your Collection? Steps to Fix!


TPCi_Samhayne
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This thread is a repost of the announcement found at: http://forums.pokemontcg.com/topic/48292-cant-see-your-collection-steps-to-fix/
 
Please use this thread to post your findings if you are unable to correct your collection display issue.

Hello Trainers,
 
We have been hearing from some players who are finding they are logging in to the Pokémon TCG Online, but find their accounts collection to not be displaying.
 
The thing to know is that all of your cards, decks and collection are stored on the game server.  So, uninstalling and reinstalling to have a fresh start with your game client is the go-to fix for this.  
 
We have steps for a clean uninstall and re-install at http://support.pokemon.com/ics/support/KBAnswer.asp?questionID=2241 
 
Here are the steps for Mac and PC:
 


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

  •     Go to the Programs and Features section your computer's Control Panel. Select the game and uninstall it.
  •     Go to the directory where the game was installed. The default directory is C:\Users\[your user name]\AppData.
  •     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.
  •     Empty your Recycle Bin and then restart your computer.
  •     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
  •     Delete your TCGO folder, along with any downloaded installation files.
  •     Click on 'Go' located on your top window, press the 'alt/option' key and select 'Library'.
  •     Go to 'Cache' folder. Delete any/all Pokémon related folders you find.
  •     From the 'Library' again, go to 'Saved Application State' and delete "unity.The Pokémon Company International.Refresher.savedState" folder.
  •     Empty your trash and then restart your Mac.
  •     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?

 

 
iPad and Android
 
If you are playing on iPad or Android and running into weird things, you likely want to read this announcement: Known Issues with Guest mode accounts on iPad and Android.
 
 
If we can help you further, please don't hesitate to call on us!  Visit http://pokemon.com/supportand enter a Question with the details.

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Hello Trainers!
 
If you are having difficulty viewing your collection and the above instructions seem a bit daunting, we have a new installer for you to try out.
 
What this new installer will do is seek out and remove extra config files that the previous installer (and automated uninstall process) wouldn't get.  This removes the necessity of manually deleting individual files to the game working again on your PC.
 
You can find this new installer at http://www.pokemon.com/us/pokemon-tcg/play-online/download/

  • Download the new PC Installer from the above link
     
  • Run the new Installer
     
  • After successfully running the new Installer, subsequently uninstall the Pokémon TCG Online.  
     
  • After successfully uninstalling the Pokémon TCG Online, re-install the the Pokémon TCG Online with the new Installer.
     
  • Now your game client should be in a good state.  Log in and access your Collection.

If you continue to experience an issue, please visit http://pokemon.com/support and enter a Question with the details for our Support Team to follow up with you about.

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  • 5 months later...

I can't see my foil Psychic Basic Energy from the pokedeck "Psychic Staredown."

 

I can only see it if I open the Psychic Staredown deck in my Deck Manager and the upper yellow arrow is clicked so it is supposed to be tradeable.

 

In the trades section, I cannot see it too and I can't put it on trade.

 

But I just saw a trade where there is the foil psychic energy and it says I have 47 of them.

 

Please can you fix this so that I can create a deck or make a trade using my foil basic energies from the pokebox "Psychic Staredown" and the other pokeboxes

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  • 2 weeks later...

The issue with foil energy cards not properly displaying is a known issue as per: http://forums.pokemontcg.com/forum/108-patch-notes-known-issues/

 

 

 

Basic Energy cards that are not part of a specific expansion do not appear in the Collection, when building a custom deck, or when creating a trade offer. This is a display issue only.

 

As a workaround, you can use the basic energy provided by the game.

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  • 2 months later...

Will uninstall-reinstall still work? Im having this problem now it says "no cards were found matching the filter" when I first open the card collection window.

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Apparently I had this specefic problem --> On my login, I was only able to see my Emerging Power expansion cards in my collection. However, all my decks that were legal and stayed legal. When zooming in them, it also showed the correct number of cards I had previously.

 

A simple relogin, solved my problem and now I can see all of my cards in my collection properly. I hope this can help someone somehow :)

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  • 4 months later...

Apparently I had this specefic problem --> On my login, I was only able to see my Emerging Power expansion cards in my collection. However, all my decks that were legal and stayed legal. When zooming in them, it also showed the correct number of cards I had previously.

 

A simple relogin, solved my problem and now I can see all of my cards in my collection properly. I hope this can help someone somehow :)

 

Thanks for sharing this, Harshu!

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  • 4 weeks later...

Hello Trainers!

 

If you are having difficulty viewing your collection and the above instructions seem a bit daunting, we have a new installer for you to try out.

 

What this new installer will do is seek out and remove extra config files that the previous installer (and automated uninstall process) wouldn't get.  This removes the necessity of manually deleting individual files to the game working again on your PC.

 

You can find this new installer at http://www.pokemon.com/us/pokemon-tcg/play-online/download/

  • Download the new PC Installer from the above link

     

  • Run the new Installer

     

  • After successfully running the new Installer, subsequently uninstall the Pokémon TCG Online.  

     

  • After successfully uninstalling the Pokémon TCG Online, re-install the the Pokémon TCG Online with the new Installer.

     

  • Now your game client should be in a good state.  Log in and access your Collection.

If you continue to experience an issue, please visit http://pokemon.com/support and enter a Question with the details for our Support Team to follow up with you about.

Hello!

I have the same problem with TGC online since yesterday (i'm french). I tried this new installer with partial success. Indeed normally it's OK for the cards but when i exit the game i have systematically a crash report with windows 10. I will keep you inform...

Edited by Darkdiaoul
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Hello!

I have the same problem with TGC online since yesterday (i'm french). I tried this new installer with partial success. Indeed normally it's OK for the cards but when i exit the game i have systematically a crash report with windows 10. I will keep you inform..

 

Hey there!

If the game keeps crashing you may want to check the minimum requirements here. If your cards are showing, but the issue is the game crashing, you may want to try a full uninstall/reinstall if everything looks good with the minimum requirements. The steps to do that can be found here. You can also reach out to our support team if you keep running into an issue with the game. You can open a ticket by clicking the link in my signature and selecting "Ask a Question". Hopefully we can get you up and running with no issues as soon as possible!

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Hey there!

If the game keeps crashing you may want to check the minimum requirements here. If your cards are showing, but the issue is the game crashing, you may want to try a full uninstall/reinstall if everything looks good with the minimum requirements. The steps to do that can be found here. You can also reach out to our support team if you keep running into an issue with the game. You can open a ticket by clicking the link in my signature and selecting "Ask a Question". Hopefully we can get you up and running with no issues as soon as possible!

Hello, now it's OK. I think it's possible that came from the download in background process (for the cards). Thank for all.

Edited by Darkdiaoul
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  • 9 months later...

Hi so I’m still having the problem where it’s not showing me my collection. It even had me go through the tutorial again and now all of my stuff is gone. I’ve been playing for like twoish years now and I was collecting on here on and off. The reinstall thing didn’t work and neither did the login and logout trick. Is there anything else I can do?

Edited by sunshine22405
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Hi so I’m still having the problem where it’s not showing me my collection. It even had me go through the tutorial again and now all of my stuff is gone. I’ve been playing for like twoish years now and I was collecting on here on and off. The reinstall thing didn’t work and neither did the login and logout trick. Is there anything else I can do?

Hey there!

 

It sounds like you may have logged into the wrong account if the uninstall/reinstall did not work. Please try the username recovery/password reset process. If you still run into an issue with your collection, please reach out to the support team. You can open a support ticket by clicking the link in my signature, selecting PTCGO, and then selecting "Contact Us".

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