EA Staff (Retired)Hey all @vanellope101 @okaan15 @chucklebeef @Axs4270Sxa3946 @sergeilkp
Thanks for the reports on this - the Heroes team are already looking into this.
To help with their investigations could you confirm the following:
- Device
- Operating system
- Player ID
- Timestamp*
*For the timestamp it needs to be recent and accurate. The best way for us to be able to use it is to play until you get the error mentioned (There is a problem with your game) and then record the exact time/date and also let us know your timezone.
Thanks,
- Andy -
iPad Pro , 7:58am eastern, OS 11 beta 1 thank you
Player id 1002314844401 I have gotten the error often since the season change it seems to happen far into the game usually on a full board.
I would also like to add that I am getting the same error using NoxPlayer 3.8.1.1 android emulator on windows 10. It does seem isolated to iOS. The game is very painful to play and I can get the bug several times an hour.
I'm getting this bug often too, its basically everyone. WAY more often since season 2 release than before.
Andy,
I also emailed Customer Experience about this but haven't heard back.
iPhone 6 running iOS 10.3.1. Happened yesterday at 4:40pm EST (and several times before that following the update at 2pm EST). Player ID is 1002285249963
Lost several stars towards my ranked progress. Very frustrated.
Thanks,
Allie
Happened again just now at 10:20am EST. Lost a star and my win streak progress.
I was connected to Wifi but some of the times it happened yesterday I was on AT&T.
This is ridiculous and incredibly frustrating! When will this be fixed?
Galaxy S8
Player ID 1002297650677
Android 7.0
10:13 AM EST 6/20
using T-Mobile as carrier if that matters, was not on wifi
Further crashes:
10:25 AM EST 6/20
Andy,
Happened AGAIN just now, 12:26pm EST on my iPhone 6 running 10.3.1. On Wifi. Player ID 1002285249963. I was playing a Neptuna deck against Chompzilla. Opponent had played a Venus Flytrap environment with a Heartichoke (which as an aside you guys really need to do something about as that combination is so egregiously overpowered and unfair). I managed to survive that turn and the next turn I played a Coffee Zombie in that lane and immediately the "there is a problem with your game" message popped up. So if the overpowered and unfair Venus Flytrap/Heartichoke combo doesn't kill me your glitch will??
This is at least 6 stars I've unfairly lost towards my ranking.
Can you temporarily disable losing stars for losing ranked matches or something until this is fixed? You guys already made the new season much shorter and now we can't even make any progress.
Same problem
Device iPhone 6s Plus
Time 1500hs gmt -3
Player ID: 1002661044995
OS iOS 10.3.2
iPhone 6
iOS 10.3.2
Player ID 1002322870575
11:39 AM Mountain Standard Time (UTC -7), 20 Jun 2017
Probably not going to play ranked until this is fixed, really frustrating because I'm trying to get a few ranks every day.
Dear @EA_Andy,
In the span of 9-10:20 PM Pacific time I had >1/3 games fail with "There is a problem with your game". There seems to be no pattern to it, other than it happens when I play something on heights or near the water lane. For me this level of failure makes the game unplayable. Considering that the entire business model is to get people to keep playing and leveling up, this bug makes it impossible for me to enjoy the game at all. Just imagine if your console games failed out 1/3 of the times you did a battle and you lost ranking because of it.
Last fail 10:19 Pacific time, June 20
Player ID 1002287094569
App version 1.16.10
iPhone 7
OS 10.3.2 (14F89)
EA Staff (Retired)Thanks for the continued reports, these have been sent over to the team and we are continuing to look into this.
Once we have any updates I'll let you know.
Thanks,
- Andy -
Some more data for you:
Happened again at 9:53am EST this morning
iPhone 6
iOS 10.3.1.
Player ID 1002285249963
Per the attached screenshot, which I managed to snap between the "There is a problem with your game" pop up and the obnoxious "plants won" screen (adding further salt to my wounds) it's clear there's a very good chance I was about to win the game on this turn. As others have mentioned and I have since observed, this glitch/hack/whatever only happens when you're about to win or when the game gets really close (e.g. both players get down to 3 hearts). In this particular instance, I had just played a Mixed-Up Gravedigger on the heights. One of my existing zombies it then hid was a Pogo Bouncer which would have allowed me to bounce a plant and presumably then win the game.
Not sure if this helps you identify any patterns as to what's triggering it, if it is a glitch.
