This guide is made for people having technical problems with
Chessgames. For general help with premium membership features, please consult
the Chessgames Premium Membership FAQ.
(1) I get the "Cookie Monster" error.
- I get the "Cookie Monster" error.
- I can't see the games. (Windows)
- I can't see the games. (Mac)
- Google Chrome says something about "permission"
- I don't know my username/password.
The "Cookie Monster" error can occur after using our login
page that informs you that we are having problems reading cookies from your web browser.
If you get this error, there are two cases.
What is the "Cookie Monster Bug"? - That's the name we give to a special problem that causes login problems
for a small percentage of our users, especially those who use Firefox.
We are unclear on what causes this bug, however we do know a work-around which will let you eliminate the
Cookie Monster Bug from your machine permanently. Read on...
- It's possible (but somewhat unlikely) that actually you have your cookies disabled. If this is the case, then
- It's possible you are experiencing the Cookie Monster Bug. Don't feel bad; this is not your fault.
Please read the rest of this section to learn how to eliminate the Cookie Monster Bug forever.
How do I fix the Cookie Monster Bug? - To fix this problem on your machine, you will have to do two
things: first, delete your Chessgames cookies; second, sign-in to Chessgames. Let's walk through those two steps:
Is there any other way to fix this? -
An alternate "solution" is to simply use a different web browser. For example, if you are having this problem
with Firefox, use MSIE instead. That isn't really a solution, but it will let you use Chessgames again
until you can fix the problem as explained above.
- First, delete your chessgames cookies.
To do this you'll have to go into the options section of your web browser. This can get slightly technical, so if you need help we have two important pages below:
TIP - Please note that you will likely see more than one cookie to delete. You must delete all of
your chessgames cookies for this step to work.
- Next, sign into Chessgames: Now it's time to sign-in to Chessgames.
Just click on the link that says "login" at the bottom of any page
on our site, or click below:
PROBLEM? - If you do not remember your username and password for Chessgames, you
won't be able to do this. In that case, see I don't know my username and/or password
(2) I can't see the games on my computer running Windows.
One way or another, you are having problems running the software platform Java. Most of the time, reports of
this nature can be fixed by step #1 below.
- Chessgames.com requires Java which may not be present on your computer. Or it might be on your computer, but
misconfigured to not work for a variety of websites. Either way, you can fix that problem by going to www.java.com and downloading Java for your machine.
TIP - Our help desk has
observed that downloading www.java.com solves 90% of all problems of this
nature. Even if you've already installed Java, try it again--it's a very easy and safe download.
- Sometimes, installing the newest version of Java isn't enough: you also have to uninstall
previous versions. Fortunately, there is a Remove
Old Java Version Guide available from java.com.
- Java technology can be unstable for some
users. To solve this, we provide more than one Java viewer: if one
doesn't work, try another. (You can change your Java viewer setting
on the preferences page or on any
- Perhaps your browser's configuration has Java turned off? Check
your browser preferences for any security options that inolve Java and make sure
- If all else fails, use pgn4web. It's the only PGN
viewer that doesn't require Java, so it works on almost any machine, including iPhones, Androids, and other handheld
devices. See our help page for more information about
changing your PGN viewer.
(3) I can't see the games on my Mac.
If you use Safari: Some Macs have their Java turned off. To check for this, go to the menu Safari > Preferences >
If you use Google-Chrome: Please see the section on Chrome.
TIP If all else fails, change your PGN viewer to pgn4web.
It's the only chess viewer that doesn't require Java, so it works on almost any machine. See our help page for more information about changing your PGN
(4) Google Chrome says something about "permission"
Chrome has a feature which blocks the Java plug-in from running on sites until you give it explicit permission to run.
This permission has to be granted on a site-by-site basis. Please see
Java with the Chrome Browser from Java.com.
If you see the graphic
(shown right) on a game page, it is possible you have already told your browser to block the Chessgames PGN
viewer. To fix this, click the icon, then click "Always allow plug-ins", then click "Done". Now your browser will
no longer block the PGN viewer.
For more information, see
Blocked plug-ins from the Chrome
(5) I don't know my username/password.
Before emailing us, please try to use our Password Recovery Page.
There you'll be asked to type your email address, and we'll email the username and password to the address provided.
NOTE: For security reasons, we will refuse to send your account info to any email which is not on file for the account
in question. If you have more than one email address, be sure to tell us the same address that is on file with Chessgames!
If you cannot recover your password from this system, contact firstname.lastname@example.org for customer assistance.
(*) I have a question not on this page.
If you still cannot solve your problem, please describe your problem in an email and send it to
email@example.com. If possible, include this
information if appropriate:
- What kind of operating system do you use? (Windows 7, Windows XP, Mac OS, etc.)
- What web browser do you use? (MSIE, Safari, Firefox, etc.)
- What page, or what action on a page, triggered the error? (the home page, a game page, the login page, etc.)
- Your username on Chessgames.