The NDSS is administered by Diabetes Australia
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The NDSS is administered by Diabetes Australia
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IT troubleshooting

If you experience any issues while playing the game, try the following troubleshooting steps:

1. Browser compatibility

The Diabetes Quest game run in browsers. Ensure you are using a compatible and up-to-date browser:

Recommended browsers: Google Chrome 80+, Microsoft Edge 80+, Firefox 102+, Safari 14.1+

Other browsers that use the Chrome browser engine (Chromium), such as Opera and Yandex, providing they are updated to Chromium 80+

Phone compatibility:

Android: Any Android 7.0+ device with at least 1GB RAM

iOS: Any iOS 14.1+ device

Tip: If the game is not loading or running correctly, ensure your browser is updated to the latest version (see instructions above).

How to Check and Update Your Browser

Keeping your browser up to date ensures better security, faster performance, and a smoother experience. Follow the steps below to check if your browser is up to date and update it if necessary:

Google Chrome:

  1. Open Google Chrome.
  2. Click the three dots in the top right corner.
  3. Go to Help > About Google Chrome.
  4. Chrome will check for updates automatically. If an update is available, click Update Google Chrome.
  5. Once updated, click Relaunch to apply the update.


Mozilla Firefox:

  1. Open Firefox.
  2. Click the menu button (three horizontal lines) in the top right corner.
  3. Go to Help > About Firefox.
  4. Firefox will automatically check for updates and install them. Click Restart to update Firefox if an update is available.


Microsoft Edge:

  1. Open Microsoft Edge.
  2. Click the three dots in the top right corner.
  3. Go to Help and feedback > About Microsoft Edge.
  4. Edge will check for updates. If available, click Update and then Restart the browser.


Safari (Mac Users):

  1. Open Safari.
  2. In the top menu, click Safari > About Safari.
  3. To update Safari, ensure you have the latest macOS version. Open the App Store, click Updates, and install any macOS updates available.

The game is not supported by Internet Explorer, which was retired by Microsoft in June 2022. However in Windows 10 Microsoft replaced Internet Explorer with the Edge browser, which is supported from version 80+.

(Note the modern Chromium-based Microsoft Edge is supported, but the legacy Edge is not supported.)

 

2. Clear cache and cookies

If the game is slow or unresponsive, clearing your browser’s cache and cookies can help:

Google Chrome:

Go to the three dots > Settings > Privacy and security > Clear browsing data.

Select Cached images and files and Cookies and other site data, then click Clear data.

More support: https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop

Edge:

Open Edge browser > Settings and more … in the top upper right corner of browser window.

Select Settings > Privacy, search, and services, then go to Clear browsing data section and select choose what to clear.

Under time range, choose a time range from the list. Select Cookies and other site data, then select Clear now.

More support: https://support.microsoft.com/en-au/windows/manage-cookies-in-microsoft-edge-view-allow-block-delete-and-use-168dab11-0753-043d-7c16-ede5947fc64d

Mozilla Firefox:

Go to the three horizontal lines > Settings > Privacy & Security > Cookies and Site Data > Clear Data.

More support: https://support.mozilla.org/en-US/kb/clear-cookies-and-site-data-firefox

 

3. Disable browser extensions

Sometimes browser extensions can interfere with games. Try disabling them:

Chrome/Edge: Click the three dots > More tools > Extensions. Turn off any non-essential extensions.

Firefox: Click the menu button > Add-ons and Themes > Extensions. Disable unnecessary add-ons.

 

4. Check internet connection

Ensure you have a stable internet connection. A slow or unstable connection can cause lag or loading issues:

Tip: Try restarting your router or switching to a wired connection if possible.

 

5. Enable hardware acceleration

For the best performance, enable hardware acceleration:

Google Chrome/Edge: Go to the three dots> Settings > System > Turn on Use hardware acceleration when available.

Firefox: Click the menu button> Settings> Scroll to Performance and check Use recommended performance settings.

 

6. Update graphics drivers

If you experience graphics issues (e.g., flickering or lag):

Tip: Make sure your graphics drivers are up to date. Visit your graphics card manufacturer’s website (e.g., NVIDIA, AMD, Intel) to download the latest drivers.

 

7. Check for game updates

The platform used to develop the game may release updates to fix bugs or improve performance. Ensure you are running the latest version of the game:

Tip: Refresh the game page or check for update notifications from the developer.

 

8. Switch to another device or browser

The game isn’t working well on your current setup.

Tip: try switching to another device (tablet, phone, etc.) or a different browser to see if the issue persists.

 

WebGL support

The game requires the browser to support WebGL, which is a modern high-performance graphics technology for browsers.

Almost all modern devices support WebGL. However if you see a message about WebGL not being supported, try installing any available system updates, and check your graphics drivers are up to date.

 

Still having trouble?

If none of the above steps resolve the issue, please contact us via email at [email protected] with details about the problem (including screenshots, error messages, and your browser/device info).