Help Centre/Troubleshooting

System Check & Troubleshooting

Having trouble using MSgames? Start with the System Check to make sure your device, browser, internet connection, and required permissions are ready. If everything passes but you are still experiencing an issue, use the troubleshooting guidance below.

System Check

The MSgames System Check is available at System Check

It checks the key requirements needed to use MSgames, including:

Browser
Desktop device
Internet connection
Microphone permissions
Camera permissions
Screen size
JavaScript
Cookies

Each check provides a Pass or Fail status. If a check fails, the System Check provides a recommended fix.

Device, Browser & Internet

MSgames is designed for laptops and desktop computers. Tablets and mobile phones are not compatible.

All Chromium-based browsers are compatible with MSgames, but Google Chrome is highly recommended because the platform is most extensively tested on Chrome. Some elements of certain simulations may not render correctly on other browsers.

A minimum internet speed of 10 Mbps is required. 25 Mbps is recommended for a better experience.

If you are using an institution's network, make sure that the *.msgames.in domain is not blocked.

Before Starting a Session

Before beginning a live session:

Complete the System Check.
Make sure you have a stable internet connection.
Use Google Chrome where possible.
Make sure the required browser permissions are enabled.
Disable unnecessary browser extensions and ad blockers.
Do not use Incognito or Private browsing.
Close unnecessary browser tabs and applications.
Make sure participants are ready before starting the session.

Which email should I use to log in?

We recommend using your institution email ID to access MSgames.

I forgot my password

Select Forgot Password on the login page. Enter the valid email address associated with your MSgames account and follow the instructions in the email you receive to reset your password.

I did not receive the password reset email

First, check whether you have already registered for an MSgames account. If you have not registered, create an account.

If you already have an account and still do not receive the reset email, contact MSgames Support.

Contact MSgames Support and include the error you are seeing.

I am an instructor and don't have an instructor account

Instructor accounts are created by the MSgames team. Contact the MSgames team to have your instructor account created.

Joining a Session

My session code is not working

Common reasons include:

The code is invalid.
The session has ended.
The session has already started and the session type does not allow joining at that point.

If the session code does not work, ask your instructor for the joining URL, which can be used as an alternative to the session code.

Can an instructor change or regenerate the session code?

No. Session codes are automatically generated by the system.

Can participants join after a session has started?

This depends on the session type. Participants can join after the session has started when the session is configured as a take-home assignment.

Can I leave and rejoin a session?

This depends on the simulation. Some simulations allow participants to rejoin, while others do not, based on the rules and operations of that particular simulation.

Simulation Troubleshooting

The simulation is not moving forward

In simulations where multiple participants make decisions as part of the same group, the simulation may be waiting for one or more participants to submit their decisions.

Ask the instructor to check whether anyone in the group still has a pending decision.

If the issue continues, provide feedback through the feedback option available at the end of the simulation or ask the instructor to contact MSgames Support.

I disconnected during a simulation

Participant progress is saved, and MSgames automatically reconnects users.

Participants may be able to rejoin and continue, but this depends on the rules and operations of the specific simulation.

Can an instructor pause, restart, or reset a simulation?

Instructors can create, start, and end a session. Other controls may depend on the specific simulation.

I am experiencing an issue with a particular simulation

MSgames simulations are tested and designed to be fully functional. If you encounter an unexpected issue, contact MSgames Support with details of the problem.

CaseStudio Troubleshooting

My Custom case will not upload

Custom cases must be uploaded as a PDF.

If your PDF meets this requirement and the upload still fails, check the case-generation status on your dashboard. If the process has failed, contact MSgames Support so the team can investigate the issue.

My Case Engine case has not been generated

Check the case-generation status on your dashboard.

If Case Engine is experiencing a high load, your case may remain in a queue for some time. You can check the status again later; the case will be generated automatically once it is processed.

If the generation status shows that the process has failed, contact MSgames Support.

My CaseStudio experience will not launch or load

Contact MSgames Support and include the error message or a screenshot of the issue.

ReflectAI Troubleshooting

ReflectAI is not working as expected

ReflectAI requires the relevant browser permissions to be enabled.

Make sure you have provided all the permissions requested by the platform.

Does ReflectAI require microphone access?

Yes. ReflectAI requires microphone access. A permission prompt will appear when access is needed.

Make sure microphone access is allowed in your browser.

Does ReflectAI require camera access?

No. Camera access is not required.

Should I use headphones?

Headphones with a good microphone are recommended for a better interaction experience.

What if my audio permissions are blocked?

Allow the permissions requested by ReflectAI. Without the required permissions, ReflectAI may not work as expected.

My ReflectAI assessment was interrupted

You can resume the assessment using the same URL.

My ReflectAI results are not visible

Ask your instructor to check the results on their end. If the issue is still not resolved, contact MSgames Support.

Browser & Permission Issues

Should I disable browser extensions?

Yes. It is recommended to keep unnecessary browser extensions and ad blockers disabled while using MSgames.

Can I use Incognito or Private browsing?

It is recommended that you do not use Incognito or Private browsing when accessing MSgames.

Do I need to allow browser permissions?

Yes. Required browser permissions should be enabled for MSgames to function correctly.

The System Check also checks relevant permissions.

Do I need JavaScript and cookies enabled?

Yes. JavaScript and cookies are required.

Why does something look different or fail to render in my browser?

While Chromium-based browsers are compatible with MSgames, some elements of certain simulations may not render correctly on some browsers.

Google Chrome is highly recommended.

Internet & Connectivity

What happens if my internet connection drops?

Your progress is saved.

MSgames automatically attempts to reconnect you when your connection is restored.

Can I continue after reconnecting?

Yes, provided that the rules and operations of the specific simulation allow you to rejoin and continue.

What internet speed do I need?

A minimum of 10 Mbps is required. 25 Mbps is recommended.

What if I am using an institution's network?

Make sure the *.msgames.in domain is allowed and is not blocked by your institution's network.

Common Mistakes to Avoid

To avoid interruptions during a session, do not:

Refresh the browser during a simulation.
Leave and rejoin the simulation repeatedly.
Use an unstable internet connection.
Open the same simulation in multiple tabs or on multiple devices.
Close the browser while a session is active.
Use the browser Back button during an active simulation.
Click Submit or Next multiple times.
Click through before a page or question has finished loading.
Use an outdated browser.
Ignore required audio, video, or browser permissions.

What Can I Fix Myself?

Many common issues can be resolved without contacting Support.

You can:

Check and improve your internet connection.
Refresh the browser when appropriate.
Close and reopen the browser.
Use an updated Chromium-based browser, preferably Chrome.
Enable required camera, microphone, and browser permissions.
Close unnecessary tabs and applications.
Reconnect to a stable Wi-Fi or 4G/5G network.
Clear your browser cache and cookies if the simulation is not loading correctly.
Rejoin a simulation once after a genuine disconnection, where the simulation allows rejoining.

When Should I Contact MSgames Support?

Contact Support if you experience issues such as:

Incorrect calculations or mathematics in a simulation.
A simulation not moving to the next step after the required action has been completed.
Questions, scenarios, or results displaying incorrect information.
A simulation repeatedly getting stuck or freezing.
Being unable to start a simulation despite meeting the system requirements.
Progress or scores not being saved correctly.
Repeated disconnections despite having a stable internet connection.
Login or account issues that cannot be resolved using the available options.
Technical errors that continue after basic troubleshooting.
Any issue that prevents you from completing the experience after trying the recommended troubleshooting steps.

How to Report an Issue

When contacting MSgames Support, email from the same email address you use to access MSgames.

Include the following information in your email:

Simulation or tool name
Description of the issue and what you expected to happen
Exact step where the issue occurred
Screenshot or screen recording, if possible
Date and time when the issue occurred
Device and operating system
Browser name and version
Internet connection type, such as Wi-Fi, 4G, or 5G
Internet speed, where relevant
Any error message or error code
Your name or registered email ID

The more information you provide, the easier it is for the MSgames team to identify and investigate the issue.