Help! I can't move! And/or all I see is a black background!

There are several reasons why you may see a black screen or black background. Here are some quick troubleshooting tricks you can try to resolve your issue.

Reset Your Location

Occasionally there may be an issue with your current position due to map edits or other situations. The quickest way to resolve this is to try and respawn to a default spawn location in the Space.

A View of the rooftop space, with a red outline around Riley's name in the Bottom Command Bar. A red line connects from the name to a larger red outline of the options available from the Bottom Command Bar. A red arrow points to Respawn. In the Bottom Command Bar, click your name, then click Respawn. 

Try a Hard Refresh

A hard refresh in your browser is different from a regular refresh in that it also clears the webpage's cache. Doing this will not log you out of Gather or forget your position in the space, and cached files for other sites will not be affected. 

First, go to the Gather space that's having the problem. Then use the following key combination to refresh the page:

  • Chrome or Firefox for Windows: Press Ctrl+F5. If that doesn’t work, try Shift+F5 or Ctrl+Shift+R.
  • Chrome or Firefox for Mac: Press Shift+Command+R.
  • Other Browsers: Try pressing the browser's refresh button while holding down shift, or manually clear the website cache in the browser's settings.

Add a Background

If you see a black background, but you can still see objects, the background may have been accidentally deleted (or not saved, if you were using the Walls and Floors Painter tool in the Mapmaker). If you own the Space and you have a copy of the background, you can try uploading it again. 

Open the Mapmaker. Click the hamburger menu in the top left corner. Click Background & Foreground, then Upload a Background. If you used the Walls and Floors Painter tool (drew your own background), you will need to recreate the background. When you are finished drawing or uploading your background, click Done in the Top Nav Menu of the Mapmaker, and then click Save before reloading the Space. 

A view of a blank map in the Mapmaker. The hamburger menu is outlined in red, and the menu is expanded. Background & Foreground is selected, and another expanded menu has Upload Background highlighted.Open the Mapmaker. To draw or upload a new background, click the hamburger menu, then click Background & Foreground, then click Upload Background

Note: Check out our article on adding and managing Backgrounds and Foregrounds for more details.

Check If You Are Banned

If your entire screen is black and you do not see any objects, there is a high possibility that you were banned from the Space. Bans are done by IP address. This means if you tested the ban function on yourself or a member of your household, you may have banned yourself from your Space. For more information and available options moving forward, please see our page on Banning.

Clear Your Cache

Occasionally there may be issues with stored cookies or other information in your browser's cache. Try clearing your browser's cache to help resolve these issues.

Report a Bug

To report a bug in Gather, click on the Gather icon, then click Report an issue

To report a bug, click the Gather icon and select Report an Issue.

The Report an Issue window opens. In the Reason drop-down, select the type of issue: Video or audio issues or Bugs and glitches. If you'd like a response, provide your name and email address (optional). In the Message, describe the issue. Please include:

  • What you were trying to do
  • What happened in the app
  • Any troubleshooting steps you tried
  • What browser (Chrome, Firefox, Safari, etc.) and operating system (Windows, Mac, Linux) you are using

If you leave "Send error report with video and screen data" selected, we will have more information about what's going on with your machine, which helps us track down your issue. Click Send Message to submit the bug report. 

In the Report an Issue window, please select the reason you're reporting an issue, enter contact info if desired, and describe what the issue is. Click Send Message to submit the bug report. 

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