Crashing after latest update on Android 4.4.2

Hi,

After last update to version 1.18.24.63505 game crashes while starting if mobile phone is online (wifi or 3G)

If offline it loads normally and can be played but as soon as I go online it crashes.

Unfortunately I didn't save game progress...

Tried restarting mobile phone (android 5.1.1), clearing game cache but no change.

Anything else i could try ?

Thanks

Installing previous version solves the problem. There is obviously some issue with last version and android 5.1.1 or specifically Nubia Z7Max...

Hi @CIFinch @audiolab1a,

I have merged your threads because you seem to be having the same issue. Thanks for giving us details of what you have tried so far, and also, @CIFinch, that you were able to make it work by installing the previous version of the game.

Would it be possible for you to share your player IDs with us? You can learn how to find your player ID in this post: http://answers.ea.com/t5/SimCity-BuildIt-Support/INFO-How-to-find-your-Player-ID-in-SimCity-BuildIt/td-p/3772803  Also, @audiolab1a, it would be great to know the exact device you are using. 

Thank you for your reports!

-Mai

Thank you for looking into this issue Mai.

The tablet is a Dell Venue 7, 16 GB, with Intel Atom Z2560 processor running Android 4.4.2. BuildIt has been running fine on this tablet for a year and a half, until the latest update.

Player ID is 906133773.

Thanks!

Thank you for your support Mai

Player ID is 1020761868

Device is Nubia Z7Max (nx505J) running Android 5.1.1 (V2.02 nubia build number, V3.9.6 nubia UI)

Hi @audiolab1a, @CIFinch,

Thank you very much for that information 🙂

You are the first ones reporting this problem, and the team would like to look into it. Would you mind trying to follow these steps?:

1. Open the game while offline, so it doesn't crash.
2. Go to Settings > Help.
3. Go online.
4. Try to press Contact us option before the game crashes.

If it's possible to press the button before the game crashes, this will load up a support ticket for you to submit, and the game will add information to it that would help our team investigate it better. Feel free to use the URL of this thread as the description of the problem so you don't need to explain the situation again >> http://answers.ea.com/t5/SimCity-BuildIt-Support/Crashing-after-latest-update-on-Android-4-4-2/m-p/6247317

If it's not possible to press Contact us because the game crashes, please, let us know it didn't work. It was worth trying anyways 😉

Thanks again for letting us know about this,

-Mai

Hi Mai,

There is absolutely no chance to get to this stage in game while online (wifi or 3G/4G) 

Perhaps i can provide needed information in some other way ?

Hello Mai,

Things have gone from bad to worse. There was another game update today and now there is no way to even play the game offline. As soon as I try loading with WiFi off (it still crashes while trying to load if WiFi is on) I get a message saying that I have been offline for too long and and options for retry or quit...I cannot even get to the settings screen anymore. I'm really hoping the programmers at EA can figure out what's going on. Is there a way to roll back to an earlier version with uninstalling the current one? I stupidly don't have my game play backed up. ☹️

Ok, let's try something different then, @audiolab1a @CIFinch!

Could you open a help request here?: https://simcity-buildit.zendesk.com/hc/en-us/requests/new?ticket_form_id=27992

Please, include a screenshot of the information in the 'Settings' > 'About device' section of your device in the ticket. You can do so using the 'Attachment' option.

Once done, copy the ticket number and let me know, so I can send the ticket to the people that will take a look to this issue, and it gets to them faster.

@audiolab1a it's not possible to do that, but the support team might be able to help you. Please, ask that also in the ticket.

Thank you!

-Mai

Hello Mai,

I have done as you suggested and opened a ticket with support. My ticket number is 302674.

Thanks!

Thank you, @audiolab1a, I'll forward that ticket number to the team 🙂

-Mai