EA/PopCap needs to make the game more robust

Question

The game profile/progress lost is becoming a pandemic now. In the past this issue only happens sporadically, but recently it is much more frequent - just take a look of how many posts of this issue in this forum. It seems every game update carries the risk of losing game profile/progress, and EA's help system is not that helpful as many EA advisors are untrained on how to resolve this issue.

This issue hurts long-time players the most, and they are the most loyal customers to the game. EA/PopCap should really take action to reduce the occurrence of this issue, and provide better training to the advisors on how to resolve it.

rainhaven2050 · Answer

Now things are really intolerable: even Force Sync Player Data can cause user profile reset. That's it, this is the last straw for me. I will stop playing the game until this issue is fixed by EA/PopCap, if it is ever fixed.

ea_cath · Answer

Hey @rainhaven2050 , PopCap is indeed looking for player IDs of affected players to see what could cause the progress to disappear so often. What I would suggest players is to write down their player ID somewhere safe, with it they will always have the option to recover their account. I agree it's definitely frustrating though.

rainhaven2050 · Answer

As a game developer and software engineer myself, my advice:

The user profile/progress data sync between the local device and remote game server happens in each game login/logout, this issue seems caused by the data copy on game server end being invalid - could be either server error or bad network connection, so a new user's profile is overwritten to the device, wiping existing user profile on device out. One mitigation would be to honor the game data on local device instead of forcefully overwrite it. Overwriting with a new user's profile should only happen when the game is freshly installed on the device.

rainhaven2050 · Answer

The issue is getting much worse now. Today I opened the game on my iPhone and it just had all game profiles wiped out. I didn't do anything - no game update, no system update, no device reboot, nothing, and this issue still happens. If an ordinary sync with the game server, which happens during each game login/logout, can hit this issue, the game is essentially not playable.

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EA/PopCap needs to make the game more robust

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