Problem Castling in Chess960 from Browsers

I am in game https://www.chess.com/game/daily/291032346 and I can't Castle from the browser as White. I can't even see the move. I also can't do it through the analysis board. I ended up trying Firefox and that didn't work either. I ended up loading the Android App on my phone just to make my Castle.

Please take this seriously and fix it.

I went ahead and sent in a bug report, but if  you run into an issue like the, the best option is Help > Report a Bug

It's also a problem from the app, I assumed it wasn't because it looks like it will accept the move:

We will get this fixed ASAP!

Will it be possible to put my time back to 5 Days?

It turns out this game was setup incorrectly without the castling rights in place in the FEN string  We can't fix this, unfortunately. It wasn't created as a regular Chess960 game :/ 

How was it created? It says it's a Chess960 game. I'm almost positive we made it as a Chess960 game. How would you even create a game that wasn't a Chess960 game but had a shuffled back rank?

Are you saying it was an error on Chess.com when creating it? In this case please annul the game.

Do you remember who created this game, and on what device? 

I'll ask my friend to tell you.

@erik is more than tech support

I am also in this game with neoliminal so am confirming the issue as he reached out asking me to help him figure it out. I usually play via ios app and was able to castle for him in the analysis mode. Now in another game, on my 10th move as black, i also could not castle myself, was able to make the move, but would get an error unable to update the board.  All of these games are using stock 960 matches, not custom board

Thank you. We are looking into this. 

@erik I got a message from Mike in tech support and he said the FEN was missing the Castling information. I passed on the information regarding the original set up as an iOS client.

I resigned from the game. So for now that's the end of it.

Thanks again.

Just an update, I have to bug in our new game.

https://www.chess.com/game/daily/292513500

@eric @mike

I experience the same castling problem behavior. I have played hundreds of Chess960 games (I know how it works), however recently both me and my chess opponent cannot castle anymore.

https://www.chess.com/game/daily/292221044

The browser doesn't work, the app returns "Illegal move". In the analysis it allows the move.,

Did you happen to start these games on iOS's APP?

Your FEN (you can see this by downloading the game) is missing the Castle permissions.

[initialSetup "brkbrnnq/pppppppp/8/8/8/8/PPPPPPPP/BRKBRNNQ w - 0 1"]

That's why the game won't let you Castle. The question is how the game started with that FEN and my guess is the iOS App is not making the games correctly.