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Why won't the game load on my computer?

posted on 2017/12/14


Frozen like ice? Crashed like an iceberg? Have a parent/guardian collect the following two reports and reach out to our support team. 

These reports will let our team know your computer's specifications compared to Club Penguin Island's minimum requirements and also send a log of what occurred with the account.

System Log (DX Diag Report)

For Windows

  1. Open the Start Menu/Search
  2. Type "DXDIAG" in your search bar
  3. A pop up may ask if you wish to 'check if your Drivers are digitally signed', click "Yes". If you see "Run 64-bit DxDiag" at the bottom, please click this.
  4. Click "Save All Information" and save as a ".txt" format on your desktop so it's easy to find.

For Mac

Follow the steps provided by Apple support here 


Player Log

For Windows

  1. Open the Start Menu/Search
  2. Type "<Install_Location>/<exe_name>_Data/output_log.txt" in your search bar
  3. Copy the file to your desktop
  4. Rename the new file to "penguinname.log" using your penguin name. For example, "Amykim.log"

For Mac

  1. In Finder, click "Go" in the top menu
  2. Click "Go to Folder"
  3. Type "~/Library/Logs/Unity/Player.log"
  4. Copy the file to your desktop
  5. Rename the new file to "penguinname.log" using your penguin name. For example, "Amykim.log"


Waddling on a mobile device? Check out Why won't the game load on my mobile device?

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