Apple Play Device Not Loading Cloud Save

Since I recently dealt with the same issue with support, I am happy to share this information with you as I tried reporting my struggles in the following manner sparing no efforts and more or less, well, solved it. Be welcome to numerous excerpts of a redundant submission of matters due to striving with cloud synching attempts, as far as been able take note of them, whilst as detailed as possible when starting or holding up conversation to support team’s chat room: 

• the utter parts of its content is German-English translation by "DeepL"  [1]

... but perhaps I am not the only one with the same or a similar problem, and it will ultimately help you as support team to gather information from various application scenarios. So, as I said, I would be happy if there were at least one solution for ...

Currently, I can only use the cloud function in one direction. I can upload data to the cloud from Apple TV, but not download it from the cloud to the Apple TV. When I try to do so, the RR3 app tells me to download and install the latest version of the app. Version 13.2.1 of Real Racing 3 is installed on my Apple TV tvOS 18.6 and runs flawlessly otherwise. The App Store does not offer me a more recent version on Apple tvOS 18.6. On the iPhone, however, the latest version 13.6.1 is installed. On that device, I can both upload and download to and from the cloud, i.e., I can upload my game score from Apple TV to the cloud and then download it to my iPhone. Unfortunately, the reverse is not possible.

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Real Racing 3 installed on two devices:

Device 1, Apple TV A1625 (64 GB), having tvOS 18.6 [22M84] installed as its operating system. And Real Racing 3, version 13.2.1, as the latest from the App Store

Device 2, iPhone 12 with iOS 18.6.2 got Real Racing 3, version 13.6.1 installed, the latest available currently provided on any App or Play Store

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During installation on Apple TV, Real Racing 3 automatically connects to the EA.com cloud without any action on my part and links it to Apple's iCloud, doing all in the background, which is used to constantly synchronize all Apple devices anyway. It couldn't be better! Best case ever!

Linking the iPhone – after installing Real Racing 3 – via EA.com Cloud to Apple's iCloud proved to be tedious. But it was doable, and synchronization went smoothly for a while. Until today, when Real Racing 3 was apparently reinstalled on the iPhone 12 in the latest version 13.6.1 via background actualisation.

And since then, since today, synchronization has only been working one way, from Apple TV to iPhone, and no longer the other way around.

When I didn't know this yet, I made two in-app purchases on my mobile phone in good faith, believing that I would be able to save my game progress from the Apple TV in the cloud, download to iPhone and then, after purchasing and collecting coins and M$ currency, which of course worked perfectly on the iPhone, and then update the game progress previously downloaded to the iPhone from Apple TV,  channeled by cloud services, by uploading the updated game progress in the cloud after purchasing and collecting the coins and M$ currency. To my surprise, I discovered that downloading from the cloud to Apple TV was no longer possible. In the days before, however, synchronization between the two devices had worked in both directions.

Of course, I didn't know for sure where or on which of the two linked clouds the uploaded enriched game score had ultimately ended up or been saved from iPhone when I discovered surprisingly that I could no longer load data from the cloud onto the Apple TV.

Consequently, I set about making sure that I was logged into the correct user account on the iPhone, which ensures that iCloud is linked to the Real Racing 3 cloud, which had been quite challenging a few weeks ago when setting up Real Racing 3 on the iPhone.

Real Racing 3 on the iPhone only connects to my iCloud when the EA.com app is installed and open, as to say reachable for external services connecting to Apple’s internal platform’s service via EA.com app installed on the MacBook and integrated or docked at macOS! This means that if my MacBook is off and I want to go to the ea.com website to log in on iPhone, I can't just log in with my Apple ID. It’s because Apple used a hidden email address in the background during registration to protect and shelter my true Apple ID. Basically, I think both on Apple TV when initially installing RR3 months ago and, particularly, when doing on iPhone by means of registration due to Apple account much later on. 

I was kind of astonished after spending several hours trying to connect my iPhone to the EA.com cloud on iPhone. This was only possible, eventually, by installing and setting up the EA.com app on my MacBook after carefully studying the support information on the help.ea.com website a few weeks ago, taking note of its installation‘s necessity. 

... so I successfully determined that all three devices are actually logged in with the same user account, but then I was also able to rule out without any doubt that synchronisation issues couldn't be due to the iPhone was accidentally or occasionally logged into a different user account (of Google’s e. g.) than Real Racing 3 on the Apple TV and the reinstalled EA.com app on MacBook. Because both

Real Racing 3 on the Apple TV and the EA.com app on the MacBook:

Both applications can be easily registered and logged in via the Apple account – with Apple TV, this happens in the background anyway seamlessly while installing the RR3 App on it. When logging in or registering for the EA.com app, for example, I have the choice of logging in via my Google account, Apple account, or another account.

So I actually had to turn my MacBook back on, open the EA.com app on my MacBook, check that I was logged in with my Apple ID – albeit with a hidden email address – and then open Real Racing 3 on my iPhone again, go to the social media account area, activate the "Visit R3 website" button, and then register and activate the login with my Apple account on the ea.com browser page that opened automatically. All on my iPhone. And just like that, my iPhone was logged in without requiring a verification code, which I cannot receive because I do not have access to the emails sent to the encrypted email address associated with my Apple ID.

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Meanwhile, support request: 

Please confirm whether you are using emulated Android/iOS devices and/or third-party downloaded versions of our games.

: response:

Using original Apple products only. Downloaded Real Racing 3 app from the App Store on the respective device in both cases. And download of EA.com app directly from the provider's website.

: end of meanwhile :

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: same issue above but kind of :

: maybe subjects in supplement :

Could the synchronization be prevented - Downloading from the cloud to Apple TV (same as in app purchasing by the way) - due to data protection regulations, a lack of consent to the relevant agreement, which (cookies) may be permitted by newer generation Apple TVs? Therefore, I allowed app tracking by Real Racing 3 for a while via the Apple TV system settings, but this did not change anything.

In the Real Racing 3 app, version 13.2.1 on Apple TV, it still shows that tracking is turned off in all three available categories.

RR3 on Apple TV with tracking enabled: Home > Settings > (i) Help & About > Privacy Settings

Apple TV: Home > System Settings > General > Security & Privacy > Tracking > Apps allow tracking requests > Real Racing 3 > "Allow"

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Wow, as of today, I can once again magically download my game score from the cloud to Apple TV, just like I was used to doing until a few days ago. Hooray!

However, it is still not possible to "Restore purchases" made on the iPhone under the PACKS tab in the STORE section on the Apple TV device. Thanks for attention!

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: Supporter's milestones :

Dear customer [my name],

Thank you for your message.

I will use this as feedback/error reporting for the team. They will monitor the situation and check whether the same problem occurs for other players. Once the problem is reported, we can determine how many players are affected and what impact it will have on future games. This will provide our studio with the right data to start working on a fix for the game.

While I can't give you an exact timeframe for when the issue will be resolved, I can assure you that we will look into it. Other players may have provided similar feedback (*) or reported similar issues on forums.ea.com , which we are happy to evaluate positively. [2]

We are investigating the issue. In the meantime, please keep an eye on Twitter or watch for in-game messages for updates.

Thank you again for contacting EA Support. Please don't hesitate to contact us in the future if you need our help. We're happy to assist you.

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(*) so here we are, now 'n’ finally, so far  we got

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Translated by DeepL (https://dee.pl/app)

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1: https://marketplace.deepl-partners.com

2: https://forums.ea.com/category/more-ea-games-en/discussions/other-ea-racing-games-en