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“The following message occurs when you try to launch a game: “Cannot launch game.  A web error is preventing the game from opening”

This error may occur if your computer system is running an anti-virus program or firewall program, such as Norton AntiVirus or Norton Internet Security. To resolve this issue, quit all anti-virus and firewall programs before you try to play games.

Disabling this software is a common troubleshooting step and will help you isolate the cause of this issue.  If the game loads after you disable your system’s anti-virus or anti-pop-up software, you will want to contact the software manufacturer to see if your software has updates that allow it to run while you play games on MSN Games. Before disabling this software, make sure you check with the computer’s owner or your network or IT administrator -- they may have this software enabled for a reason.

Note: When you quit these programs, the anti-virus or firewall protection that these programs provide becomes unavailable. To restore the protection, restart these programs or restart your computer when you finish playing games on MSN Games.

Disable anti-virus and anti-pop-up software

For more information about your anti-virus or firewall program, use the program's Help feature, see the program's manual, or contact the manufacturer.

Step 1

Most anti-virus and anti-pop-up software will place an icon in the system tray when the software is enabled.

Step 2

Click the software icon with the right mouse button and a pop-up menu should appear.

Step 3

In the pop-up menu, there should be an option to turn off the software.      

Examples include: Disable, Exit, Close, and Quit   

Step 4

Click the option to turn off this software.

Once you complete these steps, open a new Internet browser window, go back to MSN Games, and open your game page again. Your game should load now.

More Information

For information about how to contact the manufacturer of your video adapter, click the appropriate Microsoft Knowledge Base article number in the following list:

65416  Hardware and Software Third-Party Vendor Contact List, A-K

60781  Hardware and Software Third-Party Vendor Contact List, L-P

60782  Hardware and Software Third-Party Vendor Contact List, Q-Z

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.