Windows Problem Solving
- Check the driver software for your graphics adapter is up-to-date and that it meets the game's minimum requirements. This is by far the most common cause of problems as Windows updates will sometimes break older drivers. See here for further details.
- Make sure you have the latest version of the game. Your version number is shown below the main menu (if you've bought the PRO version and it says 'FREE', you're running the wrong program). Uninstalling, then re-installing may help.
- Check you are running Windows 7, 8 or 10. Your version of Windows must allow you to run full desktop programs (not just mobile apps), downloaded from outside the Windows Store.
- If you're having trouble downloading or running the installation program, make sure you're not renaming the file (you might accidentally change or lose the file extension). Also, some locations on your computer may be protected (eg. "C:\" or "C:\Windows"), so you might want to try creating a new folder first (eg. "C:\MyTempFolder") and downloading the file straight to that location.
- There could be a conflict with some other software you're running before or at the same time as CrossCraze. Try restarting your computer and then launch CrossCraze before running anything else. Temporarily disabling any security software or other background programs (e.g. slideshow programs) is also worth trying. If this fixes things, you can then re-enable them one at a time until you find the culprit.
Also worth a try
- If when you launch the game, nothing seems to happen, it's possible the game has minimized to your task bar. Look for a new icon at the bottom of the screen and click it once.
- Log on to Windows using an administrator account. Alternatively, right-click the game's desktop icon and select 'run as administrator' from the the pop-up menu.
- Try running CrossCraze in windowed-mode instead of full-screen (set via the game's 'Options' menu).
- CrossCraze uses a programming platform called Java. Replacing the game's shrunken copy of Java with the full version may help. First, download and install Java. Then, find the game's main folder (usually 'C:\Program Files (x86)\CrossCraze Free' or 'Pro') and delete (or just rename) the 'jre' sub-folder. This fix is especially worth trying if the program won't launch at all, or if your system language has lots of special characters (e.g. Chinese).
- Why does Windows tell me your program is unsafe?
- Windows SmartScreen, and some over-protective web browsers, may warn that a program is unsafe simply because the publisher or the specific file is unrecognized. ORT Software is both the developer and publisher of CrossCraze. So long as you have obtained CrossCraze directly from this website, you can be sure it has not been tampered with and can safely ignore these warnings (click 'more info', then 'run anyway').
- Why does my mouse pointer disappear?
- You need to disable the 'pointer trails' effect on your mouse as this causes problems with full screen programs. Open the Windows Control Panel, select 'View by : Large icons', click the 'Mouse' icon, switch to the 'Pointer Options' tab and uncheck 'Display pointer trails'.
- Why can't I install the game?
- Are you getting an error message telling you that the program 'requires elevation'? Some users may not have high enough clearance to install new software. Right-click the installation program and select 'run as administrator', or log on to Windows using an administrator account.
- Why can't I run CrossCraze versions 1 or 2?
- Unfortunately, Windows 8 and later no longer support the graphics mode required by older versions of CrossCraze. Please upgrade to the latest version instead.
If you're still stuck, please email us, giving as much detail as possible:
- Say exactly how far you have got. Has the game installed correctly? Does it launch when you double-click the game's desktop icon? What appears on the screen? Are there any error messages? It's especially helpful if you can identify a pattern of behaviour that reliably triggers the problem.
- State which version of Windows are you running, the language it's using, and the make and model your graphics adapter.
- Please attach the game's log file to your email. The file is called 'CrossCrazePro.log' or 'CrossCrazeFree.log' and is usually found in 'C:\Users\<YourUsername>\CrossCraze3'.
Including a screenshot will often help. On Windows 10, press the Windows Key + Print Screen. The screenshot will be saved to your Pictures folder. Alternatively, just take a photo of the screen using a phone.