Mail/Web Chat Support Technical Difficulties (Apr. 24)

Due to network issues, we are currently experiencing technical difficulties in which we cannot provide support via mail/web chat.

The issue is currently being investigated and addressed; however, it has become clear there may be an extended amount of time until recovery. For this reason, we are temporarily halting all email and web chat support through the Support Center for the time being.

Please note that for the duration until recovery, we have set up a temporary phone support line for any urgent concerns you may have.

■Temporary Phone Support Line
Tel: 310-846-0345
Business Hours: 9:00 a.m. - 6:00 p.m.

*This temporary phone support line will be available even on Saturdays, Sundays, and holidays until current technical difficulties have been resolved.

*Because we anticipate a high volume of calls on this temporary phone support line, for any non-urgent matters we ask that you please wait and instead contact us through the Support Center once full recovery has been achieved.

In addition, investigations have revealed that we are not able to receive the following types of inquiries at this time:

- Replies to mails previously sent by the Support Center
- Inquiries via direct email
- Official documentation images sent to the Support Center

If you have sent an inquiry Apr. 22, 2014 6:00 a.m. or later and have not yet received a response from Support, we apologize for the inconvenience but we ask that you please submit your inquiry once again after recovery.

We apologize for any inconvenience this may cause and thank you for your understanding.

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KB Article: 52979
KB Category: [Technical Support]
KB Sub-category: [Crash / Freeze]

Screen freezes while playing the game.

If the screen freezes or you get a black screen, please check the following:

- If the issue occurs multiple times at the same spot, please check if the disc is scratched or dirty

- When the disc is dirty, please wipe the disc from the center to the outer circle lightly with soft cloth

- When there is no scratch and the disc is not dirty, the game machine may have some issues. Please try with other game machine to see if the game starts. If the game starts with other game machine, then please contact the support center of the game machine.

* If some discs does not start, game machine may have some issues. Also the information density of the disc is different, so some discs may not be read by the machine.

- If the disc is scratched, the scratch cannot be fixed.

* If the disc is scratched and the issue also occurs with other game machines, or you cannot try with the other machine, please contact us from the contact page.