I can’t type my username and password into the box
This is easily fixed, so don’t worry. If you’re able to load the game but unable to type your username and password in then please use the following steps in order to try and rectify the problem:
Clear Temporary Internet Files
Windows
Internet Explorer
- Open IE
- Click ‘Tools’
- Select the ‘Internet Options’
- In the ‘General Tab’ under ‘Browsing History’ click Delete
Mozilla Firefox
- Click the top left orange Firefox button
- Click on Options
- Select Advanced
- Choose the Network tab
- Click the 'Clear Now' button in the 'Offline Storage' section
Google Chrome
- Click the Spanner in the top right
- Choose Options
- Select Under the hood
- Clear Browsing Data
Mac
Safari
- Click the Safari option on the top bar
- Click 'Empty Cache'
- Restart the browser by holding the command button and Q
Mozilla FireFox
- Click the top left orange Firefox button
- Click on Options
- Select Advanced
- Choose the Network tab
- Click the 'Clear Now' button in the 'Offline Storage' section
- Restart the browser by holding the command button and Q
Google Chrome
- Click the Spanner in the top right
- Choose Preferences
- Select Under the hood
- Clear Browsing Data
- Restart the browser by holding the command button and Q
Try Another Internet Browser
There is a vast selection of Internet Browsers to choose from, you don’t always have to use the same one!
Some popular browsers you could choose from are:
Reinstall/Update Java
Windows XP
- Go to Start > Control panel > Add/Remove programs
- Uninstall all versions of Java
- Remove any item with the Java Runtime Environment (JRE or J2SE) in the name.
- Visit the Java website at http://www.java.com
- Click ‘Free Java Download’ button
- If you are running the most up to date version, the website will specify!
- If not, download the latest version
- Install the update
- Once installed, restart your computer
Vista/Windows 7
- Go to Start > Computer > Uninstall or change a program
- Uninstall all versions of Java
- Remove any item with Java Runtime Environment (JRE or J2SE) in the name.
- Visit the Java website at http://www.java.com
- Click ‘Free Java Download’ button
- If you are running the most up to date version, the website will specify!
- If not, download the latest version
- Install the update
- Once installed, restart your computer
Mac
- Click the Apple.
- On the "Apple" menu, click "Software Update."
- If there is a Mac OS X update available, you can install it. If there is a new version of Java for Mac, it will be included in the Mac OS X update.
When I log in, it takes me to a new screen ‘Error_game_crash’
This error can be caused by a number of problems, all which should be easily resolved by following the below steps:
Clear Jagex Cache
Windows
- Go to Start > Computer > Local Disk ( C: ) or your primary hard drive.
- Locate the folder named “.jagex_cache_32” and/or “.jagex_cache_33”.
- Delete these folders.
- Restart your Internet Browser (e.g. Internet explorer, Firefox, Chrome, etc).
- Load Runescape and continue playing.
Mac
- Choose Users>your user name>Library>Caches.
- From the Menu bar, choose Edit>Select All.
- Drag all of the items to the Trash.
- From the Macintosh HD, choose Library>Caches.
- Choose Edit>Select All, and drag the items to the Trash. You’ll be required to type in an administrator’s pass.
- Restart your Mac.
Then, use spotlight to locate the folder .jagex_cache_32 on your computer and delete it.
Update/Reinstall Graphics drivers
Windows XP
NOTE: We strongly advise using your manufacturers authorised drivers as opposed to third party drivers.
To find out your graphics card manufacturer
- Click Start
- Click Run
- Type "DxDiag" (without the quotations) and hit enter
- Click the display tab
- Your graphics card name and model is next to name.
To Update
- Visit the website of your graphics card manufacturer
- Visit their download section
- Search for your graphics card model & name
- Download graphics drivers
- Install the new drivers
- Restart your computer
Vista / Windows 7
NOTE: We strongly advise using your manufacturers authorised drivers as opposed to third party drivers.
To find out your graphics card manufacturer:
- Click the ‘Start’ button.
- Right click ‘computer’.
- Click ‘Properties’.
- Click ‘Performance’.
- View and print details.
To Update:
- Visit the website of your graphics card manufacturer.
- Visit their download section.
- Search for your graphics card model & name.
- Download graphics drivers.
- Install the new drivers.
- Restart your computer.
Mac
- Click the Apple.
- On the "Apple" menu, click "Software Update."
- If there is a Mac OS X update available, you can install it. If there is a graphics driver update, it will be included in the Mac OS X update.
Allocate memory to Java
Windows XP
- Attempt to run RuneScape and you will see a small Java 'Coffee mug' icon appear in the bottom right of the Windows taskbar (the system tray).
- Right click this icon and select the 'Open Control Panel' option.
- Select the 'Java' tab on the window that appears. You should see two panes.
- Select 'View' under the first pane, which will be labeled 'Java Applet Runtime Settings'.
- You will now see your installed Java versions. In the fourth column (titled 'Java Runtime Parameters') double click, and you will have a text entry box.
- Type -Xmx128m into the box.
- The 128 part tells Java to use up to 128mb of RAM instead of the default, which is much lower. To allocate more or less, just change the number. It is not recommended to go for any more than 60% of your total RAM!
- Click Apply and OK, then close your browser (if open) and re-open. Try playing RuneScape!
Vista / Windows 7
- Attempt to run RuneScape and you will see a small Java 'Coffee mug' icon appear in the bottom right of the Windows taskbar (the system tray).
- Right click this icon and select the 'Open Control Panel' option.
- Select the 'Java' tab on the window that appears. You should see two panes.
- Select 'View' under the first pane, which will be labelled 'Java Applet Runtime Settings'.
- You will now see your installed Java versions. In the fourth column (titled 'Java Runtime Parameters') double click, and you will have a text entry box.
- Type -Xmx128m into the box.
- The 128 part tells Java to use up to 128mb of RAM instead of the default, which is much lower. To allocate more or less, just change the number. It is not recommended to go for any more than 60% of your total RAM!
- Click Apply and OK, then close your browser (if open) and re-open. Try playing RuneScape!
Mac
- Go to Applications, then Utilities and click ‘Java Preferences’.
- Select the ‘General’ tab.
- Highlight the Java version at the top of the top box and click ‘Options’.
- Type -Xmx128m into the box.
- The 128 part tells Java to use up to 128mb of RAM instead of the default, which is much lower. To allocate more or less, just change the number. It is not recommended to go for any more than 60% of your total RAM.
Update/Reinstall Java
Windows XP
- Go to Start > Control panel > Add/Remove programs.
- Uninstall all versions of Java.
- Remove any item with the Java Runtime Environment (JRE or J2SE) in the name.
- Visit the Java website at http://www.java.com.
- Click ‘Free Java Download’ button.
- If you are running the most up to date version, the website will specify!
- If not, download the latest version.
- Install the update.
- Once installed, restart your computer.
Vista / Windows 7
- Go to Start > Computer > Uninstall or change a program
- Uninstall all versions of Java
- Remove any item with Java Runtime Environment (JRE or J2SE) in the name.
- Visit the Java website at http://www.java.com
- Click ‘Free Java Download’ button
- If you are running the most up to date version, the website will specify!
- If not, download the latest version
- Install the update
- Once installed, restart your computer
Mac
- Click the Apple.
- On the "Apple" menu, click "Software Update."
- If there is a Mac OS X update available, you can install it. If there is a new version of Java for Mac, it will be included in the Mac OS X update.
Download the RuneScape Client
The RuneScape Client is available for both PC and Mac and are available via the ‘Downloads & Wallpapers’ section of our website:
- Go to http://www.runescape.com/kbase/guid/Downloads_and_Wallpapers.
- Click on the link to download the client for your operating system.
- Save the .msi file and then once it has downloaded install the program.
Use a different browser
I can login but I’m told ‘My account has not logged out from the previous session’
If any of our servers go offline whilst you are playing then this message is likely to be displayed and is nothing for you to be worried about.
When our servers go offline they are unable to submit ‘logout packets’ to our login servers. As a result the login servers will be unaware that the connection has been terminated and not remove your character from the game.
It can take a minimum of around 30 minutes for the login servers to recognise the connection loss, or until our servers have been restored.
I can login but I’m told my character is ‘currently in a members only section’
This problem is likely due to your membership having lapsed whilst you were playing in one of the members only areas.
In order to resolve the problem you will need to purchase more membership via many of our different payment methods.
Should you not wish to purchase further membership then please contact our Billing Support Team who should be able to have your character moved to a section of the Free 2 Play world.
I can login but I’m told ‘My account has been disabled’
This sounds like a problem with your membership payments. Not to worry, this is where the Billing Support Team are here to help.
I can login but I’m told ‘my membership has been frozen’
This sounds like a problem with your membership payments. Not to worry, this is where the Billing Support Team are here to help.
I clicked ‘play’ from lobby and the game screen turned black
Visit The Game Screen Turned Black section for a solution to this.
My username/password is wrong or isn’t accepted
You can reset your password on the Account Recovery page.
