Daxadillion
Salmon
Salmon
2,690 Posts

Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by Daxadillion on Sep 13, 17 12:41 AM
A thread for any tech issues you may have. Please also include the operating system you are using.

Edited on 09/13/2017 at 6:30:41 AM PST


 
pennmom36
Minnow
Minnow
205 Posts

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by pennmom36 on Sep 13, 17 5:14 AM
This is the second Clutter game in a row that isn't compatible with my computer/mouse. For whatever reason, I cannot control the cursor with my Magic Mouse 2. The cursor at first is nowhere to be found for several seconds, then it shows up completely possessed as it flies around the screen with a mind of its own. If I left click and hold, I can somewhat slow down the uncontrollable cursor to allow it to eventually hit the play now (actually its a checked box) but I can't control the cursor well enough to play Clutter which is a fast paced timed game. If I move the cursor the slightest bit, the cursor shoots up to the top at a breakneck speed. I even went into the mouse control center and set the tracking speed to the slowest point, and it made no difference whatsoever. I did play Cursed House 4 last night, I'm thinking it put a voodoo curse on my mouse

I really love Clutter, so if anyone has a suggestion, please let me know, the only other Clutter game in the series I had problems with was the last one offered and this one of course, all the others worked fine. I'm going to download the game on my macbook pro, to see if this is a Mac incompatibility issue/glitch, if it works on my laptop, I'll know for sure that my imac is cursed lol

Imac/ macOS Sierra (version 10.12.6)
Magic Mouse II

 
beckx020
Guppy
Guppy
176 Posts

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by beckx020 on Sep 13, 17 5:20 AM
It's downloading like 4 clutter games. I've already played and paid for the old ones. Why is this happening? I don't have that much bandwidth to use! I'm limited to 2GB a month.

BF is so sketchy that it took off the download size of games and now does this?????????

 
BobbiH
Starfish
Starfish
54 Posts

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by BobbiH on Sep 13, 17 6:23 AM
PenMom36:

I share your love of Clutter games and your frustration with those which will not play. Anyone with the problem -- which I believe began with the last one, "Clutter VI: Leigh's Story" -- might want to review the discussion in the Tech Issues string of *that* Forum about the same issue. To summarize briefly:

(1) The problem lies not with the mouse or with the size of the file -- it is a basic incompatibility with something in Windows 10 if you try to run the game in any resolution above 1024x768.

(2) The Developer himself (Joe) replied in that string that he was aware of the problem and was working on making a version for iPad/Mac, and that once he did, it would also resolve the W10 problem for some reason (sorry, total non-techie here).

(3) In the meantime the suggested "fix" was to change the resolution to 1024x768 or below.

Much as I love the Clutter series, which has given me hours upon hours of entertainment, I'm simply not willing to buy/play a game which requires that I change my screen resolution every time I play it. If you are, though, try reducing the resolution and see if that solves the problem.

As for me, I will continue to hope for the fix, hope that it will fix the problem retroactively (since right now I am unable to play the older games either), and hope that other Developers will eventually create some more pure Hidden Object games (no Adventure) since as rare as they have become, they are what drew me to computer games in the first place and still my absolute favorite type to play.

My operating system is Windows 10 Pro / 64-bit


Edited on 09/14/2017 at 11:22:10 AM PST


 
bfgBellerophon
Moderator
Moderator
8,928 Posts

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by bfgBellerophon on Sep 13, 17 6:31 AM
Hello everyone!

If you are having problems getting the game to work correctly, we highly recommend visiting Big Fish Games Helpas they are always the quickest way to get technical problems resolved. Here are a few suggested help articles that have helped many people correct these types of problems in the past:

Game Crashing, Freezing, or Blank Screen
Game Compatibility
Run Game as Administrator

If you are not able to get a game working properly using Big Fish Games Help, please get in touch with Customer Support Team. It would be helpful if you could state what system you are playing the game on (i.e. PC, MAC or Mobile), so we can provide you with the appropriate support as quickly as possible.

*Finally, please reserve this thread for tech issues only. If you are seeking game play assistance (i.e. hints and tips), the best thing to do is to start a new thread in the game's Forum by clicking on 'Create New Discussion.'

bfgBellerophon

 
bfgBellerophon
Moderator
Moderator
8,928 Posts

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by bfgBellerophon on Sep 13, 17 6:36 AM
Hi Everyone,

The Moderation Team greatly appreciates players taking the time to post what is occurring when trying to play this game. We definitely want to help get things up and running as they should.

pennmom36, I'm sorry that the cursor doesn't seem to want to agree with this game on your system. Since you mentioned the Mac version, please try to see if any troubleshooting steps in the following help page resolve this issue:

Mac Game Troubleshooting

beckx020, I'm sorry to hear that downloading this game seems to take a lot of time. Please ensure that your internet connection is strong. Players have often mentioned that resetting the router or plugging directly into it helps. I'm also going to include below the help page with some troubleshooting steps:

Problems Downloading or Installation Failed

If issues continue to persist, feel free to reach out to our Customer Support Team. The Support Team has the appropriate tools to further assist.

Thank you everyone for your patience and understanding. If any questions come up, feel free to reach out to any of the moderators. We are happy to help in any way that we can.

bfgBellerophon

 
BobbiH
Starfish
Starfish
54 Posts

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by BobbiH on Sep 13, 17 7:00 AM
xx

Edited on 09/14/2017 at 11:25:18 AM PST


 
graynana56
Seahorse
Seahorse
23 Posts

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by graynana56 on Sep 13, 17 3:31 PM
have you guys fixed the game yet mine is like others no cursor, tried to adjust the screen resolution nothing love these games but will not buy if can't paly it. thanks

 
bfgBeruna
Moderator
Moderator
869 Posts

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by bfgBeruna on Sep 13, 17 4:26 PM
Hello graynana56,

Thank you for reaching out. It sounds like the cursor isn't working and that the screen resolution has been adjusted. Let's try some more troubleshooting.

Sometimes, a nonexistent cursor can indicate that a display error is occurring. In these cases, I recommend checking that the computer's video card driver is up to date and running the game with administrator permissions. The help pages below contain excellent instructions for both processes.

Game Crashing, Freezing, or Blank Screen
Run Game as Administrator

Should these steps not work, please contact our Technical Support Team. They'll be in the best position to continue providing help.

Thanks for your patience, and please don't hesitate to PM me or another of the active Moderators if further questions or concerns arise. We're here to help.

bfgBeruna

 
arthurC
Parrotfish
Parrotfish
418 Posts

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by arthurC on Sep 14, 17 2:28 AM
I also have the 'no cursor' problem. Also, the game isn't 'centred' on my screen, but has shifted over the the right. Very strange. There's absolutely NO way I can play it!

I love Clutter, and was so delighted to see a new one, that I'm afraid I did something I've only ever done with Mystery Case File games .. I bought outright without playing the demo (well, I used a 'Free game' coupon).

PLEASE PLEASE try and get this fixed Big Fish.
Jo

 
arthurC
Parrotfish
Parrotfish
418 Posts

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by arthurC on Sep 14, 17 6:37 AM
And just incidentally .. is anyone else seeing lots of marketing emails below?
Jo

 
jen505
Jellyfish
Jellyfish
11 Posts

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by jen505 on Sep 14, 17 7:12 AM
I love these games and I'm ready for a new game but I'm having the same problem as others -- not centered, to the right, no cursor. I changed my resolution to 1024 x 768 and same thing. Would love to play this if someone gives a suggestion on how to make that work.

 
graynana56
Seahorse
Seahorse
23 Posts

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by graynana56 on Sep 14, 17 8:24 AM
have you guys fixed the new clutter game to work with windows 10? no cursor movement & screen does not fit on the computer screen..

 
Valkara
Herring
Herring
300 Posts

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by Valkara on Sep 14, 17 9:20 AM
This is yet another game that BFG advertises as compatible with Windows XP and it won't even download properly.

BFG needs to cease its false advertising. Going by the problems posted by other people, these games apparently only work on Windows 7 or 8.


 
mitzimom
Lobster
Lobster
86 Posts

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by mitzimom on Sep 14, 17 11:46 AM
cannot download. windows 7 pc. bought game. only says "not responding".

 
bfgIlinalta
Moderator
Moderator
2,748 Posts

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by bfgIlinalta on Sep 14, 17 3:01 PM
Hello Everyone,

Thank you for continuing to report issues encountered while playing Clutter Infinity: Joe's Ultimate Quest. It sounds like players are reporting issues of various kinds, and I'd like to provide some suggestions for those issues as well as how to contact our Support Team for any further assistance you may need.

Some players are reporting they're having trouble downloading or installing the game. For these players, I recommend using our following suggested steps, which could help resolve that quickly:

Problems Downloading or Installation Failed

Some players have reported that there is an issue regarding the cursor not appearing. This could be related to a few things, and we recommend seeing if some suggested steps are able to resolve that issue some players are reporting on Windows 10:

Windows 10

For any problems that continue after trying those steps, I recommend contacting our Technical Support Team. For further troubleshooting assistance and to aid us with investigating the issue, it may help to provide us a Dr. Felix Diagnostic Report. That information could assist in determining why this is happening and will help our Reps with specific steps to try if they have suggestions. Our Reps are always happy to help out and will do their best to get back in touch as soon as possible.

Thank you for your patience. If there are any further questions, please feel free to PM me or any of our other moderators. We are all happy to listen and help out as best we can.

bfgIlinalta

 

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by wipeoutmama on Sep 14, 17 3:29 PM
arthurC wrote:I also have the 'no cursor' problem. Also, the game isn't 'centred' on my screen, but has shifted over the the right. Very strange. There's absolutely NO way I can play it!

I love Clutter, and was so delighted to see a new one, that I'm afraid I did something I've only ever done with Mystery Case File games .. I bought outright without playing the demo (well, I used a 'Free game' coupon).

PLEASE PLEASE try and get this fixed Big Fish.
Jo



i have this very same problem. can i get a credit? or can yall fix it?


 
bfgBellerophon
Moderator
Moderator
8,928 Posts

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by bfgBellerophon on Sep 14, 17 4:06 PM
HI wipeoutmama,

I'm sorry to hear that you are experiencing technical issues with this game on your system. Since it sounds like further troubleshooting is needed, please reach out to our Customer Support Team. They have the tools to provide further assistance in regards to technical issues. The Support Team also has the tools to look into your account regarding any sort of credit as we are unable to access your account from the forums.

Thank you for your patience and understanding. If you have any questions, feel free to PM any of the moderators. We are happy to help in any way that we can.

bfgBellerophon

 

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by pateyj on Sep 15, 17 8:29 AM
I played the entire main game on my MAC with no problems. When I went to play one of the additional games I got a black screen with just the cursor showing. It's been in this state for the past two hours. I tried to force quit the game, but that won't work. I can't uninstall the game because it is running. I can't play any of the other games I own (which is many) because I have a game running. I wrote to customer support and they sent back a standard reply telling me to check the help section for frozen screens which tells me to change settings on my computer. The game played fine at the settings I currently have and didn't crash until a specific point in the game. The problem is with the game not my computer. I said all of this in my original email. I would cancel my subscription but right now I have a useless application that I can't stop running and a lot of wasted money on games I can't play. Send me a fix to stop the game from running and then send an updated version of the software to fix this problem. I can't remember the name of the exact game which caused the machine to freeze but it was the one where you find matches where everything is of the same type (all food, all hats).

 
bfgBeruna
Moderator
Moderator
869 Posts

Re:Please post any TECH ISSUES for Clutter Infinity: Joe's Ultimate Quest here.

[Post New]by bfgBeruna on Sep 15, 17 5:54 PM
Hello pateyj,

I'm so sorry to hear one of your games caused the entire computer to freeze. I definitely want to ensure you receive help with this, and our Technical Support Team will be the best equipped to provide assistance. I apologize that the initial email didn't provide more help. Please locate that email and reply directly to it. This will escalate your inquiry and let them know that a different solution is needed.

Thank you so much for your understanding. If further questions or concerns arise, please PM me or another moderator. We'll be glad to be of service.

bfgBeruna

Edited on 09/15/2017 at 5:55:07 PM PST


 
 
 
 
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