Daxadillion
Salmon
Salmon
2,606 Posts

Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by Daxadillion on Jul 11, 17 12:34 AM
A thread for any tech issues you may have. Please also include the operating system you are using.

Edited on 07/11/2017 at 6:34:10 AM PST


 
bfgBellerophon
Moderator
Moderator
8,663 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by bfgBellerophon on Jul 11, 17 6:34 AM
Hello everyone!

If you are having problems getting the game to work correctly, we highly recommend visiting Big Fish Games Help. Checking out the help articles in Big Fish Games Help is always the quickest way to get technical problems resolved. Here are a few suggested help articles that have helped many people correct these types of problems in the past:

Game Crashing, Freezing, or Blank Screen
Game Compatibility

While we can offer a known solution for technical issues in the Forums, or other tech savvy pond residents can swim by with good tips and suggestions, we cannot provide the same excellent level of support provided by our Customer Support team.

The Forums are not very well suited for the kinds of information gathering and troubleshooting that get these types of issues corrected quickly.

If you are not able to get a game working properly using Big Fish Games Help, please get in touch with our Customer Support team. You can find a link to contact our Support team on the front page of Customer Support Team, it would be helpful if you could state what system you are playing the game on (i.e. PC, MAC or Mobile), so we can provide you with the appropriate support as quickly as possible.

*Finally, please reserve this thread for tech issues only. If you are seeking game play assistance (i.e. hints and tips), the best thing to do is to start a new thread in the game's Forum by clicking on 'Create New Discussion.'

bfgBellerophon

 
pkbeehler
Starfish
Starfish
41 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by pkbeehler on Jul 11, 17 4:22 PM
I just bought this game and it won't download. when I try to hit "purchase" it said the game was not available yet. however, on the BFG site it was fine so I bought it. But it still has the purchase sign on my game site. What do I do now?

 
bfgBellerophon
Moderator
Moderator
8,663 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by bfgBellerophon on Jul 12, 17 8:45 AM
Hi pkbeehler,

I'm sorry to hear that there is some trouble downloading this particular game after purchase. Since you mentioned this game was purchased but the site still contains the purchase sign, please reach out to our Customer Support Team. The Support Team has the tools to look into your account for you and provide troubleshooting steps for the downloading issue.

Thank you for your patience. If you have any questions, feel free to PM any of the active moderators. We are happy to help in any way that we can.

bfgBellerophon

 
kaylar00
Jellyfish
Jellyfish
14 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by kaylar00 on Jul 12, 17 10:56 AM
I thoroughly enjoyed this game, but the mini game in the rescue site would not start. The bar was solid green during this game and this game would not count towards a reward in the mini game awards. That's the only problem I encountered.

When is the second one coming out!?!

Edited on 07/12/2017 at 11:14:29 AM PST


 
mumma_1
Guppy
Guppy
126 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by mumma_1 on Jul 12, 17 1:44 PM
This game played perfectly until chapter 4. One of the mini games would not register as played (the pet bathing mini-game), because the help screen for how to play the mini-game would not go away, so each time a customer wanted their pet bathed the help screen would come up to show you how to bathe the pet (Very annoying), this doesn't allow you to achieve a high score. Because of this I could not achieve 2 of the awards, one of them for the mini-games, and the other for earning every other award.

I tried re-starting the game with another character, I changed from expert to normal, I tried playing with hints on and hints off, nothing helped, so I think it is a bug.

Apart from this I loved the game, as with all the delicious games, the storylines are fantastic and the gameplay is fun!.

Do you think there will be a fix out for this bug?

Edited on 07/14/2017 at 5:46:16 AM PST


 
Furryfury
Starfish
Starfish
50 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by Furryfury on Jul 12, 17 11:50 PM
I love this game, but it kicked me out at level 20 right after I brushed an animal's teeth. Hopefully it won't happen again.

It happened again when I got back to the map after level 38. The screen froze and I had to force exit.

Windows 7.

Edited on 07/14/2017 at 3:07:40 AM PST


 
suki26
Starfish
Starfish
42 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by suki26 on Jul 13, 17 5:11 AM
kaylar00 wrote: the mini game in the rescue site would not start. The bar was solid green during this game and this game would not count towards a reward in the mini game awards. That's the only problem I encountered.


I also have the same problem, which also sounds the same as the issue mumma_1 describes

... very annoying not to be able to get all the trophies because of a glitch.

 
bfgIlinalta
Moderator
Moderator
2,531 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by bfgIlinalta on Jul 13, 17 5:10 PM
Hello Everyone,

Thank you for your patience as well as for taking the time and effort to report issues being experienced while playing Dr. Cares Pet Rescue 911 Collector's Edition. It sounds like there are some similar issues being reported and I wanted to provide some suggestions that may help in this case as well as how to receive additional help should those suggestions not resolve the issue.

suki26, mumma_1, and kaylar00, I'm sorry to hear that the mini-games you describe aren't progressing as expected. We definitely want players to be able to achieve all those extra goals for the trophies, and what I recommend is seeing if offering the PC further permissions is able to help 'unstick' these mini-games. Sometimes, running a game as an Administrator will give a game the permissions it needs to run more smoothly, and if you would like to try these steps, the following article can assist:

Run Game as Administrator

Furryfury, it sounds like the game crashed after a certain point in the game. I also hope it doesn't happen again, but if you'd like some suggested troubleshooting steps to take should those crashes continue, I'd like to recommend the following page of steps for PC users:

Game Crashing, Freezing, or Blank Screen

For any problems that continue after trying those steps, I recommend contacting our Technical Support Team. If you would like additional troubleshooting assistance, please also provide a Dr. Felix Diagnostics Report along side your request. This information may provide our Reps further insight into why this issue is occurring and they will be sure to follow up as soon as possible.

Thank you for your patience, and I hope this is helpful. If there are any further questions, please feel free to PM me or any of our other active Moderators. We are all happy to listen and help out as best we can.

bfgIlinalta

 
suki26
Starfish
Starfish
42 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by suki26 on Jul 14, 17 12:18 AM
bfgIlinalta wrote:
suki26, mumma_1, and kaylar00, I'm sorry to hear that the mini-games you describe aren't progressing as expected. We definitely want players to be able to achieve all those extra goals for the trophies, and what I recommend is seeing if offering the PC further permissions is able to help 'unstick' these mini-games. Sometimes, running a game as an Administrator will give a game the permissions it needs to run more smoothly, and if you would like to try these steps, the following article can assist:

<a href="https://bigfishgames.zendesk.com/hc/en-us/articles/231139168">Run Game as Administrator</a>


Thank you for your suggestion, however, I have just tried this and it doesn't make any difference to the mini game.

 
Furryfury
Starfish
Starfish
50 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by Furryfury on Jul 14, 17 3:06 AM
mumma_1 wrote:This game played perfectly until chapter 3. One of the mini games would not register as played (the pet bathing mini-game), because the help screen for how to play the mini-game would not go away, so each time a customer wanted their pet bathed the help screen would come up to show you how to bathe the pet (Very annoying), this doesn't allow you to achieve a high score. Because of this I could not achieve 2 of the awards, one of them for the mini-games, and the other for earning every other award.

I tried re-starting the game with another character, I changed from expert to normal, I tried playing with hints on and hints off, nothing helped, so I think it is a bug.

Apart from this I loved the game, as with all the delicious games, the storylines are fantastic and the gameplay is fun!.

Do you think there will be a fix out for this bug?


I have the same problem. The timed slider doesn't move, so you can't achieve the high score.

Running as administrator doesn't help.

Windows 7.

Edited on 07/14/2017 at 3:08:41 AM PST


 
tammytheo
Clownfish
Clownfish
719 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by tammytheo on Jul 14, 17 5:37 AM
kaylar00 wrote:I thoroughly enjoyed this game, but the mini game in the rescue site would not start. The bar was solid green during this game and this game would not count towards a reward in the mini game awards. That's the only problem I encountered.


I'm running Windows 10 and I have the exact same issue. To be more clear, it's about the pet bathing mini-game in chapter 4 like mumma_1 first mentioned.

An update that fixes the issue would be really nice however, sadly, I wouldn't hold my breath for a fix anytime soon!

ET correct the chapter's number as the mini-game is indeed in chapter 4, not 3.

Edited on 07/14/2017 at 8:11:59 PM PST


 
mumma_1
Guppy
Guppy
126 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by mumma_1 on Jul 14, 17 7:01 AM
Thanks for responding bfgllinalta, I have tried your suggestion and it still has the same glitch.

I have edited my first post as it is in chapter 4 not 3.

This game runs very smoothly with no glitches throughout, except starting at level 33 with the bathing mini-game.

I also tried deleting profiles, uninstalling the game and re-installing it.

It seems like a simple glitch that can be patched.

I did not mention in my first post but I am running windows 10, but looking at the other posts in this forum it is affecting users with different versions on Windows too.

Lets keep our fingers crossed for an update tammytheo.

 
Sante001
Parrotfish
Parrotfish
425 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by Sante001 on Jul 14, 17 8:34 AM
I love this game BUT there seems to be a "glitch" starting with level 53. There are a couple of resources that when depleted, there is nowhere to go to refill. One area is what looks like two notes, the other is the resource that requires adding a green item to a red items. It starts with only one green item, when you use it, where do you go to refill. The same problem are the levels that require you to pick up two notes. When you do this, there is no place to go to refill.

Is an update required for this game?

 
bfgBeruna
Moderator
Moderator
629 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by bfgBeruna on Jul 14, 17 9:29 AM
Hello Everyone,

Thank you so much for your patience. I'm sorry to hear that this game still isn't working for some of you, and I'm here to provide more information.

If checking the video card driver and running the game with administrator permissions hasn't fixed the glitch, please contact our Technical Support Team. They have tools that aren't available to the Moderation Team and can provide more solutions.

Thank you also for your understanding. Please don't hesitate to PM me or another of the active Moderators if any more questions or concerns come up. We're happy to help and to listen.

bfgBeruna

 

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by ocean3 on Jul 15, 17 1:52 AM
After purchasing and activating the game I can't open it. I get an error message HS4
I rebooted my computer and still get this message.
I also uninstalled and reinstalled the game.

Windows 10

Edited on 07/15/2017 at 2:11:19 AM PST


 
Karavan
Guppy
Guppy
102 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by Karavan on Jul 15, 17 5:16 AM
I am also having a problem with resources that have no place to restock. The notes have 1 item in stock but there is no place I can find to restock. I am using a MAC 10.12.5. This begins on level 25. I do not find instructions for playing as an administrator for MAC on the tech site. Later I found you can restock the notes after using the note by clicking on the red circle then on the printer but only after using one note. You can't seem to stock more than one at a time. This was just not clear or a usual way to restock so if this helps others that is the solution and not a tech issue.

Edited on 07/15/2017 at 5:20:58 AM PST


 
mumma_1
Guppy
Guppy
126 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by mumma_1 on Jul 15, 17 5:42 AM
Karavan wrote:I am also having a problem with resources that have no place to restock. The notes have 1 item in stock but there is no place I can find to restock. I am using a MAC 10.12.5. This begins on level 25. I do not find instructions for playing as an administrator for MAC on the tech site. Later I found you can restock the notes after using the note by clicking on the red circle then on the printer but only after using one note. You can't seem to stock more than one at a time. This was just not clear or a usual way to restock so if this helps others that is the solution and not a tech issue.


HI Karavan

These are lab results and you can only have one at a time, when the stock is depleted click on the blood sample then the microscope next to it and you will have a new lab result.

 
rubikis
Jellyfish
Jellyfish
12 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by rubikis on Jul 15, 17 6:53 AM
I have the same problem with the bathing minigame.

 
ProgFrock
Jellyfish
Jellyfish
15 Posts

Re:Please post any TECH ISSUES for Dr. Cares Pet Rescue 911 Collector's Edition here.

[Post New]by ProgFrock on Jul 15, 17 12:28 PM
Another one here with the bathing mini-game problem! I'm running on Windows 10.

 
 
 
 
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