Forum Discussion

ChrissyNix's avatar
ChrissyNix
7 years ago
Solved

Hello Mayor, something truly epic awaits....

Like being locked out of the game for a week!!

Hi all, 

I am using an Amazon Fire 7th Gen tablet running Fire OS 5.6.2.0 (latest available). I have plenty of free memory and am connected to the internet via Wi-Fi. I have uninstalled and reinstalled the game several times and completed the tutorial up to the point where i get the option to login via Facebook. When I do this i get a message which I'll attach a screenshot of, meaning I cant go any further. I can log in on my Mum's phone which runs Android 7.1.1, which is fine as I know my account is still active but doesn't help me as I don't live with my Mum and my phone is too old to run the game. 

Anyone else experiencing this problem on the Fire tablet?

Anyone got any ideas on what to do?

I have contacted EA support but every time I provide someone with the information they require the email address gets shut down and I have to open a new case number, which winds up the support guys as they then have several open for the same issue, so close them but when I try to resume a case it takes me through to the "contact us" page and generates a new case, I'm unable to reply to the original case number on the website.

Thanks in advance

  • ChrissyNix's avatar
    ChrissyNix
    7 years ago

    Hi @Paganne1

    I eventually got it sorted by contacting Amazon Customer Services last night, it didn't update the OS as I was already on the latest version and it didn't work 1st time, i had to uninstall the game from the device and cloud, reinstall it, then clear the appstore data. Plus he didn't tell me that while you're hard resetting the device, it keeps turning itself on and off again, I'd hold the button down for 60 seconds just to be on the safe side as i timed it to 40 seconds on the 1st attempt and it didn't work. Basically i was getting so frustrated I was willing to try anything to get my city back!! Hope this helps... 😉

    Hello Chris,

    I'm sorry to know that you're not able to log in to the saved game "SimCity BuildIt" via Facebook.

    I have checked your account and could see that there is a software update available for your Fire tablet ("Chris's Fire"). I would request you to update the software of your Fire tablet which might resolve the issue.

    To update software of your Fire tablet ("Chris's Fire") :
    1. To update your device, make sure you're connected to a Wi-Fi network and that your battery is fully charged.
    2. Swipe down from the top of the screen to open the Quick Settings menu, and then tapping the Settings (gear) icon.
    3. Tap Device Options and then tap System Updates to see the current software version.
    4. Tap Check Now. The software update will download in the background and will be applied once download is complete and the device is sleeping.

    If the issue still persists, I would request you to clear data of Appstore app and clear cache of "SimCity BuildIt" app.

    ---To clear data of Appstore app :
    1. Swipe down from the top of your Home screen and tap "Settings."
    2. Tap "Apps & Games," then "Manage All Applications."
    3. Swipe left until the "All" tab is displaying.
    4. Tap "Appstore" and select "Clear Data."

    ---To clear cache of "SimCity BuildIt" app :
    1. Swipe down from the top of your Home screen and tap "Settings."
    2. Tap "Apps & Games," then "Manage All Applications."
    3. Swipe left until the "All" tab is displaying.
    4. Tap "SimCity BuildIt" and select "Clear cache."

    Once you've done the above steps, I would request you to hard restart your Fire tablet and try logging in to the app again.

    ---To hard restart :
    1. Press and hold the Power button for a full 40 seconds. Your device will shut down while you hold the Power button, which is normal.
    2. After 40 seconds, release the Power button.
    3. Press the Power button again to restart your device.

    If your device is still unresponsive, or it has low battery, try charging it for at least 30 minutes before you attempt to restart it.

    In an unlikely event, if the issue still persists or the above troubleshooting steps didn't resolve the issue, I would request you to reach us via chat or phone so that we could interact with you and gather complete information about the issue and perform advance troubleshooting steps which solves most of the intermittent issues.

9 Replies

  • Anonymous's avatar
    Anonymous
    7 years ago

    I'm having the same issue.  I've Updated the app and it keeps telling me to connect to the internet (which I am) and to come back.  It's been over 12 hours so I'm wondering if this will resolve itself (and I just need to wait) ☹️ or if there are other things I should do.  

  • ChrissyNix's avatar
    ChrissyNix
    7 years ago

    Hi @Paganne1

    I eventually got it sorted by contacting Amazon Customer Services last night, it didn't update the OS as I was already on the latest version and it didn't work 1st time, i had to uninstall the game from the device and cloud, reinstall it, then clear the appstore data. Plus he didn't tell me that while you're hard resetting the device, it keeps turning itself on and off again, I'd hold the button down for 60 seconds just to be on the safe side as i timed it to 40 seconds on the 1st attempt and it didn't work. Basically i was getting so frustrated I was willing to try anything to get my city back!! Hope this helps... 😉

    Hello Chris,

    I'm sorry to know that you're not able to log in to the saved game "SimCity BuildIt" via Facebook.

    I have checked your account and could see that there is a software update available for your Fire tablet ("Chris's Fire"). I would request you to update the software of your Fire tablet which might resolve the issue.

    To update software of your Fire tablet ("Chris's Fire") :
    1. To update your device, make sure you're connected to a Wi-Fi network and that your battery is fully charged.
    2. Swipe down from the top of the screen to open the Quick Settings menu, and then tapping the Settings (gear) icon.
    3. Tap Device Options and then tap System Updates to see the current software version.
    4. Tap Check Now. The software update will download in the background and will be applied once download is complete and the device is sleeping.

    If the issue still persists, I would request you to clear data of Appstore app and clear cache of "SimCity BuildIt" app.

    ---To clear data of Appstore app :
    1. Swipe down from the top of your Home screen and tap "Settings."
    2. Tap "Apps & Games," then "Manage All Applications."
    3. Swipe left until the "All" tab is displaying.
    4. Tap "Appstore" and select "Clear Data."

    ---To clear cache of "SimCity BuildIt" app :
    1. Swipe down from the top of your Home screen and tap "Settings."
    2. Tap "Apps & Games," then "Manage All Applications."
    3. Swipe left until the "All" tab is displaying.
    4. Tap "SimCity BuildIt" and select "Clear cache."

    Once you've done the above steps, I would request you to hard restart your Fire tablet and try logging in to the app again.

    ---To hard restart :
    1. Press and hold the Power button for a full 40 seconds. Your device will shut down while you hold the Power button, which is normal.
    2. After 40 seconds, release the Power button.
    3. Press the Power button again to restart your device.

    If your device is still unresponsive, or it has low battery, try charging it for at least 30 minutes before you attempt to restart it.

    In an unlikely event, if the issue still persists or the above troubleshooting steps didn't resolve the issue, I would request you to reach us via chat or phone so that we could interact with you and gather complete information about the issue and perform advance troubleshooting steps which solves most of the intermittent issues.

  • Anonymous's avatar
    Anonymous
    7 years ago

    Well, I did all of that and I'm still getting the message.  My Fire was up to date and I cleared the cache on the game, then downloaded it again because it disappeared. ☹️  

    I'm confused why I'm calling Amazon and not EA to resolve the issue?  

    Thank you though for the really detailed help.  I had every hope that would fix it!  


  • ChrissyNix's avatar
    ChrissyNix
    7 years ago

    Did u clear the app store data too? As I said it didn't work for me 1st time. Well after over a week of contacting EA and getting responses that i couldnt repky to, last night they told me as it worked on my mum's phone then it must be the device,  contacted Amazon and within the hour they replied and within half an hour I was back in my city. Hope u get it sorted 

  • Anonymous's avatar
    Anonymous
    7 years ago

    Thanks.  I don't play it on any other device as Kindle is the only android platform I have (and I don't game on my iPhone).  I uninstalled and reinstalled and it still does it.  I'll contact Amazon tomorrow I guess.  

    Thanks for your help and encouragement.

  • Anonymous's avatar
    Anonymous
    7 years ago

    I have been locked outt of this game tho since being told to upgrade. I am also on an Amazon fire hd tablet.  Have reinstalled but still no go od.

  • ChrissyNix's avatar
    ChrissyNix
    7 years ago

    Well you can try the steps I posted above, as I said it didn't work 1st time but i kept going through it and it worked.  Not necessarily in the order above.  I think the thing that worked for me in the end was to reinstall the game, clear the appstore data then hold down the power button for 60secs, it'll take a while to power up and optimise but then if u go through the turorial on the game and attempt to log in through facebook, good luck 😉

  • Anonymous's avatar
    Anonymous
    7 years ago

    Had same issue. Followed the instructions and issue was resolved.

    Checked tablet for updates-showed it was up to date.

    Went to app manager, simcity. Cleared cache, cleared data, uninstalled game.

    Went to appstore, cleared cache, cleared data.

    Held down power button for around a minute.

    Turned tablet back on.

    Downloaded simcity.

    Played through tutorial (not sure why you have to play through the tutorial before you can download a previous save, seems like if you have a previous save you would already know how to play the game)

    Logged in to saved game, it downloaded a 6 MB update, game started playing.

    The first time I tried this I did not uninstall game and it didn't work, had to completely uninstall game.

About SimCity BuildIt

Issue with the game? Join our SimCity BuildIt community forum to discuss troubleshooting.8,739 PostsLatest Activity: 2 days ago