Scrabble Freezes

[lesleyc6]

MPlaying a robot, on my turn the game freezes, the computer tells me my time has run out, I wait for it to extend my time, it does not give me my turn, I wait, it shows the computer needs to extend my time, I wait, and it will not give me my turn.

It has been doing this for several weeks, I complained to you and still the problem persists. It is my favorite game and I have not been able to complete a game.

[EA_Arrenai]

Hey there, @lesleyc6. Let's see if we can track this down.

To start, let's try some troubleshooting. Please run through the HTML5 troubleshooting and let me know how it goes for you.

Arrenai 

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[lesleyc6]

@EA_Arrenai AllI needed to do was clear the cache. We'll see how that works.

[lesleyc6]

@lesleyc6 Didn't help. I played the game, and then when I played IT, 'Play 'did not light up. I had to wait for my timer to expire, and for the robot to grant me more time; then I could play IT.
Play' lit up and I was able to score the word.

[EA_Arrenai]

Hey there, @lesleyc6.

As it can affect how your browser and Pogo's servers communicate with each other, are third-party cookies allowed on your browser at the moment? Additionally, is Do Not Track on or off?

Arrenai 

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[lesleyc6]

@EA_Arrenai Private browsing is not enabled. Third-party cookies (Cross-site tracking) is allowed.

[EA_Arrenai]

Hmm, odd. Let's see if we can dig a bit deeper into what might be going on, @lesleyc6.

Can you share the system information results of your Pogo Compatibility Tool? It will give us a lot of great information, such as your browser version, WebGL compatibility and more.

I look forward to hearing from you.

Arrenai 

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[EA_Arrenai]

Hey there, @lesleyc6. I'm just checking in. Did you have an opportunity to grab the Pogo Compatibility Tool results?

Arrenai 

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[lesleyc6]

I sent them already, but here they are again:

Compatibility Scan

1 problem found on your computer.

Browser No problem found!

Java Outdated More Info

Operating System No problem found!

Flash No problem found!

Resolution No problem found!

Click here to rescan your computer

System Information

Look through our FAQs to find answer to common problems.

Still having problems? File a bug at EA Answer HQ.

Webgl1 supported True

Webgl2 supported False

Java Versions installed 1.5.0

Operating System Mac OS 10.15.4

Flash version 32.0.0

Resolution 1440 x 900

Browser Safari 13.1

Cookies Enabled True

Do Not Track False

[EA_Arrenai]

Hey there, @lesleyc6. Thanks for sharing the tool details.

As Safari doesn't quite hit WebGL2, which is recommended for some HTML5/HD games, I'd like to just run a test to see if another browser has improved gameplay for you. Can you give Chrome or Firefox a try to see if it keeps things from freezing on you?

Arrenai 

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