Forum Discussion

Hero

Re: Lost and Missing Content

I have seen there were occasions that the JPEG or PNG files taken from the newer gaming devices either being too large or with transparent layer embedded which the advisor's PC failed to open so the player was being repeated asking for evidence or passed around like a parcel in the 'Pass the Parcel' game.

Just in case you are falling victim to such situation, could you check and ensure your screenshoot is at the HD (1920x1080) or less and without the transparent layer (RGB and not RGBA colour) please?

2 Replies

Dragorri
5 years ago
@eieio_31310 All the screenshots are 1920 x 1080 and correctly formatted.
MAGICDAVESHROOM
Legend
5 years ago
@Dragorri
@eieio_31310
My old device takes screenshots as .PNG files which are around 3.5mb and i have to turn my phone round to portrait mode, screenshot again then crop the excess black to shrink the file size down by around 2/3 to post it in this forum.
Android 8 (oreo).
My new device has android red velvet and takes screenshots as .JPEG files and are just over 1mb each.
Some players have been complaining that EA HELP are asking them to resend their screenshots in a different format as they can't read them on their PCs.
Personally i think this is ridiculous as it's not like they're working for a huge gaming corporation that can't afford decent computers or aren't properly trained.