If a case fails to load, freezes partway through, or displays an error, it's almost always caused by a browser cache issue or a temporary connection problem — not a problem with your account or progress.
Try these steps in order
1. Refresh the page. Sometimes a single refresh resolves a temporary load failure.
2. Clear your browser cache and cookies. In most browsers: Settings > Privacy > Clear browsing data. Select 'Cached images and files' and 'Cookies.' Then reload DDx and try the case again.
3. Try a different browser. Chrome and Firefox tend to work most reliably with DDx. If you're using Safari, switch to Chrome and retry.
4. Disable browser extensions, especially ad blockers or script blockers, which can interfere with case content loading.
5. Check your internet connection. Cases include interactive content that requires a stable connection — try switching from Wi-Fi to a wired connection or vice versa.
6. Log out completely, close the browser, reopen it, and log back in before attempting the case again.
Your progress is saved. If a case crashes mid-way, your responses up to that point are typically saved. When you reopen the case, it should resume from where you left off or prompt you to continue. |
If none of the above works
• Note the case name, the browser you're using, and what error message (if any) appeared
• Contact support at vipsupport@sketchy.com with those details so the issue can be investigated. Screenshots are always helpful.