FAQ Unity 6 Upgrade - Information needed for Support

Unity 6 Upgrade
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Issues the players could encounter:

1. Game Not Loading / Stuck

• Infinite loading screen or stuck at X% (e.g., 90% or 100%)
  
• Black or white screen after loading
  
• “WebGL build failed to load” errors

2. Performance Problems

• Game feels laggy or slow​

• FPS drops or stuttering​

3. Visual & Graphics Issues

• Missing textures (objects appear pink or invisible)
• Flickering or broken animations
• Lighting looks wrong (too dark/bright)
• UI elements misplaced or scaled incorrectly
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4. Controls Not Working Properly

• Mouse clicks not registering
• Keyboard input delayed or ignored
• Drag & drop behaving strangely
• Fullscreen mode breaking input
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5. Audio Problems

• No sound at all
• Sound delayed or out of sync
• Music stopping randomly
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6. UI / Layout Bugs

• Buttons not clickable
• Overlapping text or menus
• Wrong resolution or scaling
• HUD missing elements
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7. Network / Connection Issues

• Disconnects during gameplay
• Actions delayed (server sync issues)
• Errors like “Connection lost” or “Retry”
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Reporting Issues

If you encounter any of these issues you can contact our Customer Services team via
the in-game support button. Please start the description with “Unity 6:” to enable us to find these issues faster.

What to send us:

a. Short description of what happened
b. Capture the Error on Screen
c. Capture Console Errors (Browser Debug)
d. Check Your Browser Version
e. Generate DX IAG (System Report)

a. Short description of what happened

Please provide a short description of new issue you have encountered and what step
you took / clicked. Please limit the report to NEW issues from the provided list only.
Already existing issues and normal gameplay bugs are not caused by the Unity Upgrade.

b. Capture the Error on Screen

When the issue happens, do not refresh immediately. Take a screenshot of the full
screen (include URL and error message).

c. Capture Console Errors (Browser Debug)

Steps:

1. Press F12 (or Ctrl + Shift + I)
2. Go to the 'Console' tab
3. Capture Errors:
- Press F5 to reload the page
- Look for red errors (critical) and yellow warnings
- Use 'Errors' filter to show only critical issues
- Right-click → Save as or take a screenshot
- Send us the screenshots by responding to the receipt confirmation
email after generating the support ticket

d. How to Check Your Browser Version

Google Chrome

Steps:

1. Click the three dots (⋮) in the top-right corner
2. Go to Help → About Google Chrome
3. A page opens showing your version number (e.g., 123.0.xxx)
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Mozilla Firefox

Steps:

1. Click the three lines (☰) in the top-right corner
2. Click Help
3. Select About Firefox
4. A popup shows your version number
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Opera

Steps:

1. Click the Opera logo (top-left corner)
2. Go to Help → About Opera
3. You’ll see your version number on that page
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e. Generate System Report

1. Press Windows Key + R
2. Type: dxdiag and press Enter key
3. Wait until loading completes
4. Click 'Save All Information...'
5. Save as dxdiag.txt
6. Send us the file by responding to the receipt confirmation email after generating the
support ticket​