Technical Help
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What do I do if HandiLand isn’t loading?

This first thing we always ask is that you try clicking on the HandiLand tab more than once. Sometimes it sticks once and then goes on its own the second or third time. We also ask that you try logging out of Handipoints and logging back in to the child account to try HandiLand again.

Most of the time, this fixes the issue.

If you are experiencing browser crashes, you should install any operating system patches that are available for your computer. If you are on an Apple computer, you can do this by selecting the Software Updates menu item from the Apple menu in the upper right hand corner. If you are running Windows, click here and follow the directions on the page.

HandiLand uses Flash, a program that runs as part of your Internet browser and allows you to play different web games. The next thing we ask families who are having problems to do is uninstall and then re-install their Flash:

  1. Uninstall the Flash Player by going here.
  2. Restart your computer completely.
  3. Reinstall the Flash Player by going here.
  4. Restart your browser
  5. Try HandiLand again.

If you are still having problems, log out of HandiLand and clear your browser cache and make sure cookies are enabled

The last thing that you can check is your firewall. You may be blocking our site from your computer. You can fix this issue here.

If none of these solutions work for you, see if you can log in to HandiLand on a different web browser or, if you have it available, a different computer. [back to top]

I was asked to enable Cookies.  How do I do this?

Cookies are pieces of information that your browser receives from a website. Find your browser in the list below to learn how to enable cookies:

Internet Explorer 6:

  1. Open Internet Explorer.
  2. Click on the Tools menu.
  3. Select "Internet Options".
  4. Click on the "Privacy" tab.
  5. Click on the “Advanced” button.
  6. Make sure that "Override automatic cookie handling" is checked.
  7. First and Third party cookies should be set to "Accept"
  8. Check "Always allow session cookies"
  9. Click "OK"
  10. Close your browser, open it up again.

Internet Explorer 7:

  1. Open Internet Explorer.
  2. Click on the Tools menu.
  3. Select "Internet Options".
  4. Click on the "Privacy" tab.
  5. Select the “Accept All Cookies” setting.
  6. Click “Apply”
  7. Click "OK"
  8. Close your browser, open it up again.

Netscape 7 on Windows:

  1. Open Netscape.
  2. Click Edit on the Toolbar.
  3. Click “Preferences.”
  4. Click the “Privacy and Security” option.
  5. Click “Cookies.”
  6. Check “Enable All Cookies.”
  7. If you want to be notified when a web site tries to set a cookie, select "Warn me before accepting a cookie."
  8. Click “OK”
  9. Close your browser, open it up again.

Netscape 7.2 on Macintosh:

  1. Open Netscape.
  2. Select Edit in the Toolbar.
  3. Click “Preferences.”
  4. Double-click on “Privacy and Security.”
  5. Click on “Cookies.”
  6. Click “Enable All Cookies.”
  7. Click “OK.”
  8. Close your browser, open it up again.

AOL 9.1:

Open your AOL browser.

  1. Click on the AOL "Settings" icon.
  2. In the "Essentials" section, click on "Internet [Web] Options." This will open the Browser Settings screen.
  3. On the right side of the screen, select the Internet Explorer settings link to set advanced browsing options. This will open a new Internet Options window.
  4. Click on the Privacy tab and then click the "Advanced.” button.
  5. Make sure that "Override automatic cookie handling" is checked.
  6. Make sure that First and Third party cookies are set to "Accept"
  7. Check "Always allow session cookies."
  8. Click on "OK."
  9. Click "Apply" and then "OK."
  10. Close your browser and restart you computer.

Safari 2.0:

  1. Open Safari.
  2. Go to the Safari menu in the Toolbar.
  3. Click on “Preferences.”
  4. Click on “Security.”
  5. Make sure that “Accept Cookies: Always” is selected.
  6. Close the window to save changes.
  7. Close your browser, open it again.
Firefox on Windows:
  1. Open Firefox.
  2. Click on the Tools menu.
  3. Click on “Options.”
  4. Click on “Privacy.”
  5. Click on “Cookies.”
  6. Check “Enable Cookies” and “Accept Cookies Normally.”
  7. Click “OK.”
  8. Close your browser, open it again.

Firefox 2 on Macintosh:

  1. Open Firefox.
  2. Go to the Firefox menu in the toolbar.
  3. Click on “Preferences”
  4. Click on “Privacy”
  5. Make sure that “Accept cookies from sites” is checked.
  6. Close the window.
  7. Close your browser, open it again.

I was asked to enable JavaScript.  How do I do this?

To enable JavaScript, find your browser in the list below:

Internet Explorer 6:

  1. Open Internet Explorer.
  2. Click on the Tools menu.
  3. Select "Internet Options".
  4. Click on the "Security" tab.
  5. Click “Custom Level.”
  6. Scroll until you see “Scripting” and “Active Scripting.”
  7. Make sure you have checked “Enable.”
  8. Click “OK.”
  9. Click “Yes.”
  10. Click “OK.”
  11. Close your browser, open it up again.

Internet Explorer 7:

  1. Open Internet Explorer.
  2. Click on the Tools menu.
  3. Select "Internet Options".
  4. Click on the "Security" tab.
  5. Click “Custom Level.”
  6. Scroll until you see “Scripting” and “Active Scripting.”
  7. Make sure you have checked “Enable.”
  8. Click “OK.”
  9. Click “Yes.”
  10. Click “OK.”
  11. Close your browser, open it up again.

Netscape 7:

  1. Open Netscape.
  2. Select Edit in the Toolbar.
  3. Click “Preferences.”
  4. Double-click on “Advanced” in the Category list.
  5. Click on “Scripts and PlugIns.”
  6. Click “Enable JavaScript for…” and check “Navigator.”
  7. Check the boxes under “Allow Scripts to…” that you want to allow.
  8. Click “OK.”
  9. Close your browser, open it up again.

AOL:

  1. Open your AOL browser.
  2. Click on “Settings.”
  3. Click “Essentials.”
  4. Click on "Internet (Web) Options.”
  5. Click “Custom Level.”
  6. Scroll down to “Active Scripting.”
  7. Click “Enable.”
  8. Click on "OK."
  9. Click on "OK."
  10. Close your browser and restart you computer (this step is important) before opening your browser again.

Safari 2.0:

  1. Open Safari.
  2. Go to the Safari menu in the Toolbar.
  3. Click on “Preferences.”
  4. Click on “Security.”
  5. Click on “Enable JavaScript” section if it is not checked.
  6. Close the window to save changes.
  7. Close your browser, open it again.

Firefox on Windows:

  1. Open Firefox.
  2. Click on the Firefox menu.
  3. Click on “Options.”
  4. Click on “Content.”
  5. Check the box next to “Enable JavaScript.”
  6. Click “OK.”
  7. Close your browser, open it again.

Firefox 2 on Macintosh:

  1. Open Firefox.
  2. Go to the Firefox menu in the toolbar.
  3. Click on “Preferences”
  4. Click on “Content”
  5. Make sure that “Enable JavaScript” is checked.
  6. Close the window.
  7. Close your browser, open it again.

I was asked to clear my browser cache.  How do I do this?

Clearing your browser’s cache, or memory, is easy. Here’s how:

Internet Explorer 6:

  1. Open Internet Explorer.
  2. Click on the “Tools” menu.
  3. Click on “Internet Options.”
  4. Under the “General Tab,” look for a section called “Temporary Internet Files.”
  5. Click “Delete Files.”
  6. If you get an extra message, check “Delete All Offline Content” and then click “OK” twice.
  7. Close your browser, open it again.

Internet Explorer 7:

  1. Open Internet Explorer.
  2. Click on the “Tools” menu.
  3. Click on “Internet Options.”
  4. Under the “General Tab,” look for a section called “Browser History.”
  5. Click “Delete…”
  6. Click “Delete Files.” Then click “Yes.”
  7. Click “Close” at the bottom of window and then click “Okay.”
  8. Close your browser, open it again.

Netscape 7 on Windows:

  1. Open Netscape.
  2. Click “Edit” from the menu bar.
  3. Click “Preferences.”
  4. Click the “Advanced” button, and then click “Cache.”
  5. Click “Clear Memory Cache.”
  6. Click “Clear Disk Cache.”
  7. Click “OK”
  8. Close your browser, open it again.

Netscape 7.2 on Macintosh:

  1. Open Netscape.
  2. Click on “Netscape” in the menu bar.
  3. Click “Preferences.”
  4. Double click on “Advanced.”
  5. Click on “Cache.”
  6. Click “Clear Cache. ”
  7. Click “OK”.
  8. Close your browser, open it again.

AOL 9.0:

  1. Open AOL.
  2. Click the “Safety” tab.
  3. Click “Browser Settings”
  4. Click "Clear My Footprints."
  5. Click "Select Footprints to Clear."
  6. Click “Clear.”
  7. Close your browser, open it again.

AOL 9.1:

  1. Open AOL.
  2. Click the “Safety” tab and then “Browser Settings."
  3. Click “Internet Properties.”
  4. Click "Clear my Footprints.”
  5. Close your browser, open it again.

Safari 2.0 :

  1. Open Safari.
  2. Click on “Safari” in the menu bar.
  3. Click “Preferences.”
  4. Click “Empty Cache.”
  5. Click “Empty.”
  6. Close your browser, open it again.

Firefox on Windows:

  1. Open Firefox.
  2. Click “Tools” in the menu bar.
  3. Click “Options.”
  4. Click “Privacy.”
  5. Check the box next to “Cache.”
  6. Click “Clear.”
  7. Close your browser, open it again.

Firefox 2 on Macintosh:

  1. Open Firefox.
  2. Click on “Tools” in the menu bar.
  3. Check the box next to “Cache” and uncheck any items you don’t want cleared.
  4. Click “Clear Private Data Now.”
  5. Close your browser, open it again.

HandiLand is running very slowly…

Try refreshing your browser window by clicking on the refresh button. Many browsers will also let you refresh a page by clicking “Refresh” or “Reload” in the View menu.

If this does not work, log in and out of your Handipoints account by clicking the “Log Out” button and then entering your information again.

If you do not see an improvement in your HandiLand speed, make sure you are running a fast connection to the Internet and that you do not have any other applications running on your computer. Having many different windows and applications open can slow down performance.

How do I disable my firewall?

Your firewall program may be blocking the HandiLand site.  To disable the Windows Firewall on Windows Vista:

  1. Click Start and click Control Panel.
  2. Click Security and then select Windows Firewall.  You will get a confirmation dialog asking for "your permission" to perform the action; select yes.
  3. Click Turn Firewall On or Off.
  4. From the window that appears, select the Off option.

After doing the steps above, restart your browser and try HandiLand again.  If HandiLand now works, write back to let us know and we can send you instructions on how to allow HandiLand through your firewall without completely disabling it.  If this does not work, please go to this site to see if you can play this game:

  1. http://www.theoworlds.com/avatar/
  2. Click the OK button
  3. Login as guest.  If you are able to connect, then you will see a character appear in a room.

My Charts and HandiLand do not fit on my screen…

You need to increase your screen resolution.  Screen resolution is the screen size that a computer displays. A “bigger” resolution displays more things. Resolution is determined by the number of pixels, or digital dots, that the screen displays.

The minimum recommended resolution for Handipoints is 1024x768.

To change your screen resolution:

On a PC:

  1. Go to the desktop of your computer.
  2. Right click. Click on “Properties.”
  3. Click on “Settings.”
  4. You will see a box titled “Screen Resolution. Drag the scroll bar to the right until the screen resolution reads 1024 by 768 pixels or higher.
  5. Click “OK.”
  6. Open your browser and sign on to Handipoints again.

On a Mac:

  1. Click on the Apple icon in the left of your screen.
  2. Click on “System Preferences.”
  3. Click on the “Display” icon.
  4. You will see the word “Resolutions.” The resolution highlighted should be “1024 x 768” or higher. If it isn’t, highlight “1024 x 768.”
  5. Close the window.
  6. Open your browser and sign on to Handipoints again.

My connection to Handipoints or HandiLand is slow…

If you are having trouble with a slow connection, it could be because of your Internet connection or your computer. You could be signing on to the Internet with a slow method. DSL and cable modems should have no problem with HandiLand and Handipoints. If you are using a dial-up Internet connection, make sure you use a 56K speed modem or greater.

You could also be having issues because of your computer. Here are some common problems:

  1. Do not run other programs or have lots of browser windows or tabs open while you are logging on to HandiLand and Handipoints. This can slow down your computer.
  2. If you are downloading videos or music on your computer, finish your download and try again.
  3. Your computer may be running low on RAM memory. A minimum of 1GB is recommended to play HandiLand. 
  4. You computer could have spyware or viruses installed that are slowing you down. Run a spyware or anti-virus check on your computer to make sure things are all clear.