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Technical Help

Known Issues & Customer Service Notices

Known Issues:

  • 23rd April -If you're having issues navigating to the payment panel when attempting to grab membership or items using the HTML5 beta, it's likely due to settings with your Chrome browser. Simply hit the link here for a quick and easy guide that will allow you to enable the payment panel in no time.

Customer Service Notices:

  • 23rd April 2014 -Bouygues Telecom (France) have a planned outage taking place on the 23rd April from 4:30am GMT to 12am GMT, whilst planned maintenance is carried out. During this time, payments for Bouygues Telecom France customers via BOKU will not be possible.
  • Suite à des travaux de maintenance prévus le 23 Avril 2014 prochain sur les serveurs de Bouygues Telecom, il ne sera pas possible d’effectuer des paiements via BOKU (PayBySms) depuis un mobile Bouygues Télécom en France métropolitaine.
  • 28th April 2014 -Three UK have a planned outage taking place on the 28th April from 12am GMT to 6am GMT, whilst planned maintenance is carried out. During this time, payments for Three UK customers via BOKU will not be possible.


Choose from the options below or click here to contact us.

  1. Windows

    1. I can't login or get into the game

      1. I can't connect to a game world.
      2. I have an error: Error_game_js5connect – Unable to connect to update server
      3. I have a black screen with an error message on the top left saying: “Error. Click for details”
      4. I have a black screen with no error message
      5. I have an error: “Please update Java”
      6. I get a message saying 'Java failed to launch.'
      7. My account is still logged in from its last session
      8. My browser closes/crashes
      9. I can't download the client
      10. My password is not recognised
      11. I don't meet the minimum recommended requirements, can I still play?
      12. I have an error with the client; ‘Unable to load parameter file.’
    2. Something is wrong when I'm playing the game

      1. The screen goes black/white
      2. I get disconnected from the game without warning
      3. My browser closes/crashes without warning
      4. I receive an 'error game crash.' message
      5. My game session has ended
      6. The game stutters / I'm experiencing a very low frame rate
      7. The game is lagging
      8. My character is stuck!
      9. I can't access a specific area in game
    3. I've got problems with the graphics/sound

      1. The graphics are acting weird / distorted
      2. I get distorted graphics, but only in some areas of the game
      3. I don't have any sound
      4. I can't mute the sound
    4. I've got a different problem

      1. I'm stuck in a specific /can't change Display Mode
      2. I can't install/uninstall the RuneScape Gamebar
      3. The RuneScape Gamebar isn't working properly
      4. The website isn't being displayed properly
      5. I don't meet the minimum recommended requirements - can I still play?
      6. My question isn't covered elsewhere
  2. Mac OS X

    1. I can't login or get into the game

      1. I can't connect to a game world
      2. I have an error: Error_game_js5connect – Unable to connect to update server
      3. I have a black screen with an error message on the top left saying: “Error. Click for details”
      4. I have a black screen with no error message
      5. I have an error: “Please update Java”
      6. I get a message saying 'Java failed to launch.'
      7. My account is still logged in from its last session
      8. My browser closes/crashes
      9. I can't download the client
      10. My password is not recognised
      11. I don't meet the minimum recommended requirements, can I still play?
    2. Something is wrong when I'm playing the game

      1. The game crashes
      2. The screen goes black/white
      3. I get disconnected from the game without warning
      4. My browser closes/crashes without warning
      5. I receive an 'error game crash.' message
      6. My game session has ended
      7. The game stutters / I'm experiencing a very low frame rate
      8. The game is lagging
      9. My character is stuck!
      10. I can't access a specific area in game
    3. I've got problems with the graphics/sounds

      1. The graphics are acting weird / distorted
      2. I get distorted graphics, but only in some areas of the game
      3. I don't have any sound
      4. I can't mute the sound
    4. I've got a different problem

      1. I'm stuck in a specific/can't change Display Mode
      2. I can't install/uninstall the RuneScape Gamebar
      3. The RuneScape Gamebar isn't working properly
      4. The website isn't being displayed properly
      5. I don't meet the minimum recommended requirements - can I still play?
      6. My question isn't covered elsewhere
  3. Linux

    1. Is Linux supported?
  4. Old School RuneScape

    1. How do I report a bug with Old School RuneScape?
    2. How can I get tech support for Old School RuneScape?


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