After 10.3.3 update, game loads to black screen on 12.9" 2nd gen iPad Pro. Help!

PLEEEEEEAASSSSSSEEEE can someone give us some light for the end of this tunnel this is getting beyond frustrating - Mai any news no matter how small?????

Contacted Apple and spent the best part of an hour with them.... they confirmed it's definitely an EA problem... Sigh. 

http://www.pocketgamer.biz/interview/65298/the-evolution-of-simcity-buildit/

Anybody know if this Inka character still works at EA? 

"In this entry, we speak to Inka Vikman, Senior Producer and Live Service Lead for SimCity BuildIt at EA's Helsinki studio, about the 2014 city builder"

How important do you consider customer support and updates to be? What has been your approach to this?

"Very important. When we built the team in Helsinki, we wanted to have a customer experience specialist here at the very office"

"Our community leads sit with me in our daily meetings every morning as I want to hear about the player feedback and make sure we can address any possible issues fast"

"What counts the most is the ability to respond and fix bugs and technical issues with the help of the players with fast pace.

If there is a new issue with an update, for example, we might be able to fix it behind the scenes within minutes"....

...... within minutes???!!??.... so far over 37,440 minutes and counting

I have Test with Beta of ios11...Same Problem, doesn't work- Black Screen...

It is strange you are not affected - but I am convinced this is an EA problem - I have no problems at all with any other app - I even toook the drastic step of deleting and reinstalling the app (losing my city as I had an earlier one saved to FB and couldn't overwrite) - but still just opens with black screen. As far as I have seen this affects only the new ipad 12.9 - not the 10.5 version. Happy that you are not having problems, but clearly there  a number of players who are having this issue - EA have said they are working on fix, so, presumably, they are accepting it is an EA issue. It would just be nice if they at least gave us some kind of acknowledgment that they are still on the case!

yeah, good for you for not having any issue. But whatever your intention in posting these replies does not change the fact that a lot of people are still having this issue. If you or, EA for that matter want proofs or any more information to help solve this, I am more than happy to provide everything. And I am sure everyone else here do too. The problem now is, there is badically nothing from EA, except some kind updates from Mai, which we do really appreciate btw. That said, what I learnt the most from this is EA`s commitment on support. This.What we are experiencing right now. I never experience this kind of support with major app developer. Shame. Such a good game. And i dont think my impression will ever change for the better after this, unfortunately.

@Blitz4SixTB12 You do not have this issue because you have the 1st gen iPad Pro 12,9". We are talking about the second gen iPad Pro 12,9"

Hey EA, Mai - I have just put simcity build it on my phone just to ensure that my city is still valid and I have noticed that before the 10.3.3 upgrade I had bought a sim cash package that gave me an amount of cash and then 50 sim cash per day, looking at this my 30 days of sim cash has expired without me being able to collect any of it so now I have been ripped off for £20 real money as the sim cash cannot be collected - will EA give me a credit or put a lump sum of sim cash into my city? 

'It's bad enough not being able to play the game due to an extremely poor EA upgrade test process and failing to test on all devices but to then be ripped off in real money terms just is not good enough - under U.K. Consumer Law a product must be fit for purchase and this is not the case as although the game was free the micro transaction have failed due to poor development and you are now in breach of UK law - WHAT are you going to do about this and when can we play this game on our devices as advertised? Also will this game be fit for purpose when iOS 11 arrives or are you going to totally alienate your whole iOS based customers?

I EXPECT an answer to these questions instead of just leaving us all to get bored and hopefully go away as seems to be the EA way so far.

Do not expect me to carry on trying to play the game on my phone as I can bearly see the screen at the best of times I certainly cannot actively play this game on it, this is one of the reasons I got a 12.9 iPad Pro in the first place so that I could play sim city on a larger screen.

Very good point - they should certainly compensate you for that -and, frankly, should compensate all the players who have been locked out of the game for so long.

Hi everyone,

We understand not being able to play the game can be frustrating, the team has been working to fix it as soon as possible so you can go back to your games. They have identified the problem and we have an update to share with you - a fix for this issue will be released very soon.

I will post in this thread to let you know when it's done.

I'll mark this post as solution for visibility. Again, we are not considering this fixed yet.

Thanks for your patience,

-Mai

@morris1967, I would recommend contacting one of our advisers regarding the SimCash issue, in case they can help you. You can do it through EA Help.

Thank you for the update Mai, when you say very soon can you give an approximate ETA? Also will this be guaranteed to work with the impending iOS 11 update (I assume that the Devs have now been testing gen 2 iPad pros with the iOS 11 Dev kit released by Apple) otherwise we will all be back to square one if the fix works and then breaks with the iOS 11 update. 

I will also contact an EA advisor and see if they can resolve my Simcash issue. 

Many thanks.

This is like pulling teeth. It's a ridiculously long time to come up with a fix. 

I was going to write another long winded post on this subject, but I've learnt there is absolutely no point. All I will say is that EA you are by far the worst company I've ever had the misfortune of dealing with. You're an embarrassment to your profession. Absolute cluelessness from start to finish. 

It work!

It seems to be working  - thanks.

Yay 😊 it's all working again at last. 

Many thanks Mai for your help in getting this issue resolved. Please can I ask that the Devs are better prepared for the iOS 11 update as I do not want to have to go through this debacle again any time soon.

thanks to all who have been involved in this thread and have helped to try and get the issue resolved for the good of all.

Glad to read that, thanks for confirming it's working again for you!

@morris1967, the issue should be fixed for iOS 11 too, @Drof56 or @gerhardeee might be able to confirm that as they updated their iPads to try if that helped

Thanks,

-Mai

What about my sim daily cash? I was locked out for over a month because of the iPad Pro 12.9 issue.

Hi @nvrtd2,

If you purchased a SimCash package and you were unable to collect your daily SimCash because of this issue, I would contact one of our advisers and explain them what happened. They might be able to help you. You can do it through EA Help.

Thanks,

-Mai

Yes, I can confirm the game is now working fine on iOS11 public Beta 7, on my gen 2 12.9 iPad Pro. Thanks Mai for your help. The fix took longer than it should have for such a critical bug, but we are finally back up and running.