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

I have no updates yet, the team is still working on it, but just to clarify: as I said in my post, we are not considering this as solved. I marked my post as solution so when someone gets to this thread looking for the issue, they can easily see the last provided information without having to read the whole thread.

It's something we usually do here on Answers HQ with long threads related to an issue like this, welcome to the community!

-Mai

I appreciate the response, Mai.

Foo

One thing that I am also worried about since I cannot play the game but how long will it be before my city and account are deleted because of inactivity? Can all those who are suffering this issue have their cities flagged as not inactive but awaiting a fix so that we don't loose anything, it's bad enough not being able to compete in the mayor challenges and missing out on the limited city items without then finding out that your city has been deleted because of not looking at it for x number of weeks.

I agree with you blitz, it's strange that I am affected and even after doing a full factory reset and re-applying 10.3.3 I still cannot play the game out of interest I have the iPad spec'ed with  512gb ram and my version of 10.3.3 is 14g60 (UK release) with the iPads model number being MPKY2B/A, I would be interested to know the specs of your model to see what differences there may be - this may also help EA support. 

Cheers

I have same iOS (UK) - and my ipad is 512GB too - wonder if it could be something to do with that?

Mine is the new iPad Pro 120gb US version and this happened when I gave in and updated to 10.3.3(14G60), I don't think the model number makes a difference. There always seems to be an issue with different apps whenever there's an iOS update, that's why I usually wait until there's no option but to update.

I have the 512gb with cellular. Model MPLL2LL/A. I still have the issue. Had it on 10.3.3 when I first posted the issue, and now I have it on ios11 beta public beta 4. 

Hi Blitz - yes the iPad came in 64gb, 256gb and 512gb - I think that the model number just refers to the different specs as I see that drof56 has the same spec as me but his is also cellular and so has a different number again.

it is a worry that it is not working with IOS11 beta 4 - even though it is still in beta I would hope that the Devi would have been on top of it by now as IOS11 comes out next month. 

Mai, 

its now Friday 8/11/17. No word from EA and no updates have been pushed. Would you provide a status on this situation please, if at all possible?

Hello all,

Try the following as this has worked great for me to resolve the problem you are all experiencing:

1) Hold down your finger on the app icon

2) Once it "shakes" hit delete

3) Never look back and avoid EA products like the plague 

This has to be the worst product support I've ever experienced from a company. The lack of support, responses and a solution after this long from EA support is seriously ridiculous and shameful. I would never ever invest my hard earned dollars in one of your games on ANY platform ever again. I cant even begin to imagine how mad and frustrated customers who invested money in micro transactions in this game would be. Shame on you EA for failing your customers.

Some suggestions for EA:

-Products should be thoroughly tested in advance for all upcoming apple updates.

-Major issues should be reported and communicated rather than leaving your clients in the dark

-Timelines for fixes or patches should be officially announced

Sadly, I think you may have hit the solution - I have invested a lot of time, and a fair bit of cash in this game to date- really not good enough EA!.

So 2 weeks and still no fix, no news, no updates, no nothing..... typical lightening reactions from EA. I literally cringe every time there's a software update. Worst company I have ever had the misfortune of dealing with. 

Also, God help us when iOS 11 comes out.... 

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"