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Frequently Asked Questions
Answers to Frequently Asked Questions
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- Q: How do I change my user name?
A: Your user name can be changed by accessing the Account section and then clicking 'Edit User Name'.
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- Q: How do I change my password?
A: Your password can be changed by accessing the Account section and then clicking 'Edit Password'.
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- Q: How do I update my e-mail address or change my personal information?
A: Your email address can be changed by accesing the Account section and then clicking 'Edit Info'.
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- Q: I'm having trouble accessing the site, can you help?
A: If you are using Internet Explorer, make sure you have HTTP 1.1 enabled. Here's how you can do it: Open Options dialog box in your browser -- Tools -> Internet Options... -- then select Advanced tab, and then make sure that both "Use HTTP 1.1" and "Use HTTP 1.1 through proxy connections" boxes are checked (it's in the HTTP 1.1 settings category).
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- Q: There's a problem with one (or more) of the pages, can you help?
A: Sometimes a corrupted file gets "stuck" in the browser's cache, causing problems. The solution is to clear the browser's cache. In Internet Explorer, you can go to "Tools | Internet Options" and then click on "Delete Files..." in the "Temporary Internet files" section. Or you can try holding "Control" and "Shift" keys and pressing "Refresh" button simultaneously to force your browser to re-download the page. You might need to do it couple of times if it doesn't work the first time. Also, please make sure you are using the latest version of your web browser software (Internet Explorer, Mozilla Firefox, Opera). If you are using Mozilla Firefox, try temporarily disabling all third-party plug-ins and extensions, to make sure they are not interfering in any way. Also, please make sure to download and install all the latest patches from Microsoft Windows Update.
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- Q: I would like to close my account and start a new one, how can I do it?
A: Unfortunately it's not possible, for multiple reasons. Please continue playing using your current account.
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- Q: One of the pages on your website appears to be wrong or displays incorrect information, can you help?
A: Try clicking "Refresh" button from your web browser's toolbar, or if you use Internet Explorer, hold down "Control" and "Shift" keys together and hit "Refresh" button all at the same time to force the browser to completely reload the page. It is possible that some of the pages could get "stuck" in your browser's cache, and would need to be refreshed to appear correctly. Deleting your temporary Internet files (i.e. clearing your web browser's cache) might also help with the problem.
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- Q: What is considered cheating? How to report cheaters?
A: You can not use anything besides your own brain, and you can not consult anyone besides yourself while the game is in progress. That includes other programs, engines or computers, your friends, colleagues etc. etc.. If you have a concrete evidence that someone is cheating, please submit a formal complaint.
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- Q: I'm seeing excessive and/or inappropriate/adult ads on your site, why?
A: We do not allow inappropriate or adult ads on Zoo Escape. What you are seeing is most likely produced by so called "adware" or "spyware" programs -- a free program or software package that you have downloaded and installed on your computer, that contains a hidden module that shows excessive ads (pup-ups, banner ads, text links, etc.) on the websites you visit without their authorization. Also, certain unscrupulous websites (hacking/cracking, pirating music/software, adult, etc.) can sometimes exploit newly discovered security flaws in Internet Explorer that allow them to install hidden software on your computer without your consent. Same as with the computer viruses, your computer can get infected with "spyware"/"adware" via downloading and installing of untrusted programs, by opening dangerous e-mail attachments, by visiting shady websites, etc. etc. You can read more about "adware"/"spyware" programs here: Spyware Info. There are excellent free spyware detection and removal tools, for example: Ad-Aware, SpyBot Search and Destroy.
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- Q: My anti-virus software is detecting viruses on your site, why?
A: First of all, let us assure you that Zoo Escape is absolutely clean and free from any viruses of any kind. There are multiple possible reasons why your anti-virus software might be triggered when visiting our site: - Your computer might be infected by spyware that is interfering with your web browsing; please use the following free tools to detect and remove spyware from your computer: Microsoft AntiSpyware, Ad-Aware, SpyBot Search and Destroy;
- Your computer might already be infected by a virus; please make sure that you have the latest version of an anti-virus software and that your virus definition files have been updated recently and then do a full scan of your computer;
- Anti-virus software sometimes mistakenly identifies regular code as a virus;
If you are using Windows, please always install all the latest security updates using Windows Update.
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- Q: The website seems to be very slow and it takes a long time for any of the pages to load, can you help?
A: Most often the slow page loading is caused by a temporary Internet traffic congestion on the way from your computer to Zoo Escape servers. Try accessing the website during a different time of day or using a different Internet connection. Also, it has been reported previously that some of the Internet security software packages can cause the slow loading of the pages on some systems. If you have any of the antivirus or firewall programs installed on your computer (McAfee, Norton, etc.), try temporarily disabling them to see if it helps. Make sure to do a complete scan of your computer for viruses and trojan programs, as they might be overloading your system. Also, make sure that you are using the latest version of your web browser, or try a different web browser (for example, Firefox) to see if it makes a difference. Also, please make sure to download and install all the latest patches from Microsoft Windows Update. If none of this helps, and you are absolutely sure it has nothing to do with your computer or your Internet connection, and the problem persists for more than a couple of days, please contact your ISP and they should be able to run some tests to see if there are any issues in the network segment between your computer and Zoo Escape servers.
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- Q: How is my rating calculated for multiplayer games?
A: The ratings system is based on statistical analysis using the Elo formula. Winning against a lower rated opponent yields a small rating increase but losing against a lower rated opponent yields a large rating decrease. Conversly, winning against a higher rated opponent yields a large rating increase but losing against a higher rated opponent yields a small rating decrease.
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