Cookie Connect: Progress lost, finished Level 800, got badge, now back at 784

I already explained how I've done every troubleshooting including clearing cache and DNS as well as updating my system completely, etc. even reinstalling Windows 11 on my HP laptop I bought less than two months ago, before I first went to EA Help before being given the same kind of head scratching runaround which resulted in my being told, in no uncertain terms, that the problem lies on my end and not the Pogo server that's supposed to save progress after each level is played for this game. I provided screen prints showing how I completed level 784 then later the same day (as shown by the time displayed in the lower right hand corner of each screen print) that, for the umpteenth time, my progress was erased.

For some reason, only Cookie Connect is losing progress each time I go to play the game. How on Earth could I have won the Level 800 badge on Nov. 17th without having actually progressed through all levels leading up to it? I own over 16,600 badges, collected since June of 2008. I'm on Pogo all day every day playing almost every single badge on nearly every single game at some point. The fact that I've provided screen prints, in addition to my daily haul of badges you are more than welcome to check my account for my having earned, clearly shows my computer system is more than adequate for playing Pogo games. There are no error messages, nothing but the screen prints that I provided plus the fact that I earned the Level 800 badge defeating the bear boss in the process.

I use the Microsoft Edge browser. Attached is the requested diagnostic info for my system. How can progress be lost repeatedly like this without it being an error on Pogo's end when I spend literally most of every single day logged on playing many different games earning countless badges in each, including every single badge for Cookie Connect so far, and not a single one, not any other game, is glitching like Cookie Connect. It's neither a new nor unheard of phenomenon - I own many badges for AnswersHQ and have had several submissions accepted as solutions to a variety of issues other Pogo players have experienced over the years.

I am sincerely not trying to be difficult in any sense of the word. Regarding this specific issue, I'm more than a little sensitive after consistently receiving the company line that I have to make sure to do all recommended troubleshooting techniques to avoid this issue from repeating itself in the future and that anyone in a position to help with game issues lacks the diagnostic tools to determine if what I'm saying about losing progress is actually true.

Thank you for looking further into this issue. I'm telling you, it's on Pogo's end and I'm tired of feeling like I'm trying to scam Pogo because I feel it necessary to point out the sheer output of funds invested in finishing the latest Cookie Connect expansion. I will be stuck having to progress through all levels all over again for the next expansion with no guarantee that, after I win all associated badges that my progress will once again be erased. This isn't a one-time issue, it keeps happening only in Cookie Connect, For all the many hours dedicated to my love of the games over the years, learning how to diagnose and troubleshoot to not be at the mercy of waiting for solutions from Pogo that sometimes were weeks in the making, I feel I've earned the right to be believed when I politely affirm that this issue would never have seen the light of day to anyone other than myself if it were fixable on my end.

Thank you.

I went back and tested my theory that Pogo's server is somehow either not saving my progress in Cookie Connect for very long or is having an issue with losing data when it comes to my account, at least. Attached are screen prints showing that, once again, I successfully played through levels 785, 786 and 787, respectively, yesterday 12/4. Sure enough, I went back today 12/5 and once again progress has been lost. I've already been through all the steps suggested in the last response I received before yesterday's experiment. I also sent the information requested regarding my HP laptop so there is nothing more I can think of providing except more screen shots to show I'm not the one responsible for lost progress nor ever could be given the number of my successful attempts at completing level 784.

If it matters, I already completed the most recent badge marathon of 25 badges and have earned over a couple dozen more since my last post regarding this issue. Not a single other game presents any issue whatsoever for me. Progress was saved by Pogo after every game as per usual for every single other game except Cookie Connect. It's worth noting that I did successfully complete the Cookie Connect badge as part of the aforementioned badge marathon requiring over 20 wins in two weeks. Obviously I retained the badge as can be seen in my collection and there is no way I could have progressed to the next badge in line in this marathon without completing the requirements for this Cookie Connect badge.

I'll leave the rest up to EA. I'm frustrated at all the power ups used to gain progress through Level 800 only to see them wasted finding myself continuously back at Level 784. Thank you in advance for all the help I'm hoping to receive to hopefully rectify this situation. Merry Christmas.

NOTE: I just realized I can only include three screen shots per reply so I'm attaching my progress through level 787 on this reply and will reply a second time showing the time stamp for today and my progress erased back to Level 784 again.

Here is today's screen print showing all progress gained on 12/4 erased.

Yesterday I took two more screen prints for another before and after, just to see if the problem still persists.

Please look at the time stamps between the two images and note only 20 minutes after completing Level 784 and moving on to 785 that I am once again back at Level 784. It seems almost as soon as I finish playing Cookie Connect and move onto something else that whatever progress I made during any given session is almost immediately discarded.

Just checked back and the same problem persists. This time I completed Level 784, took a screen print, then logged out of the game and logged back in. Sure enough, my progress to level 785 had been erased so I took a second screen print. I'm not sure what to do at this point having not heard back regarding this issue. Can someone please advise what might have been done on my behalf regarding this issue?

Hello, I've been waiting for a response for weeks now. Can someone please advise what I should do or what can be done in my situation? Do I need to contact someone in another department to get help? The problem is definitely a Pogo issue that's out of my hands since I've done everything asked of me without resolution. That and it's never been explained how something like what I'm experiencing could even happen on my end in the first place. I've provided extensive proof of this with my screen prints and it makes me feel like maybe someone didn't like my attitude after my initial response weeks ago. I've tried being patient as a result but the problem persists. 

Solved: Re: Cookie Connect: Progress lost, finished Level 800, got badge, now back at 78 - Answer HQ (ea.com)

I'm starting a new request because I haven't received a response in over a month for my previous issue that looks somehow like someone listed it as solved. It is not and maybe I should complain to EA directly because nothing appears to be done about it at all. I cannot fix the problem on my end, I've tried and if someone looks at what's going on they will see it's a Pogo server issue.

The link included will lead to my issue.

Please respond and advise and thank you.

Hi @martoman129 

If you need to reply to a CM to let us know your still running into an issue, be sure to hit the "quick reply" Button below to tag us, or you can us "@" plus our names to add us to a post. This will notify us that you have replied. 

Would it be possible to get a DxDiag(PC) / System Info (Mac) of your device and we, can share this with the team.