Forum Discussion

6 years ago

Call for action on current crashing/freezing issue

Product: Star Wars: Galaxy of Heroes
Platform:Android Tablet
What type of device are you experiencing the issue with? Many
OS Version Many
Ally Code: (Find it here: http://bit.ly/AllyCode )
What type of issue do you have? Other
How often does the bug occur? Often (50% - 99%)
Summarize your bug Many people have now commented on the increased instability of the game since the Unity update. Please do something to acknowledge it.
Steps: How can we find the bug ourselves? Just play the game for a while...
Connection Type Wifi
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I've been reading the threads for about a week now and there seems to be little acknowledgement of the issue with the Unity update and how it has reduced the stability of the game. The only responses I've seen so far from Support are to tell people to stop using emulators as they are not supported... which is far from all of us.

I'd like to see a coordinated effort from the community to get the diagnostics needed to identify the bug(s) and a response from Support to give us some progress updates before it's too late and we stop playing the game.

I have been trying to diagnose the issue myself so far (see

https://answers.ea.com/t5/Bug-Reports/Game-is-regularly-crashing-SIGSEGV-while-in-combat/m-p/9313865#M40712) and think that there are at least 2 problems. It would appear that the new version requires a little more RAM than before, so you really do need to minimize other app usage on older devices. The second appears to be a bug in the game, causing a segmentation violation at random points (but usually in battles). My best guess is that it is a race condition in the code (probably when something is slow to load).

I think the best way for us to help here is to start generating more stack dumps so that CG/EA can use look at the relevant code. It would then be great to hear something from Support on how the diagnosis is going.

If you agree and want to help, here's how you can get your own diagnostics from Android.

First you need a laptop/PC.
Then you need to install the debug bridge. Instructions are here https://www.xda-developers.com/install-adb-windows-macos-linux/
Once you have connected the debug bridge to your android device, run "adb logcat *:E" and play the game.
When it crashes, look for the stack trace that mentions starwars. You can see a couple of examples in my originial bug report (linked earlier)
Cut and paste that into this bug report.

If you know how to do the same on other systems, that would be a great thing to add to this report too...

In the meantime MTFBWY!

bug

76 Replies

Resmi9793
6 years ago
@wharp95 It is sad that no one wants to acknowledge this issue... I'm not sure what would make them pay attention at this stage. There's plenty of negative reviews on the store; it's not like we haven't raised it here. It's clearly not a priority for them.

I don't know if reporting the game will have any effect as I suspect it just gets fed into another data pipeline for machines to analyze until a significant pattern is found. And I suspect existing reports would have been enough for that (given that Google will already have auotomatic reports for crashes from many users). Do let us know if anything does come of this, though.

In the meantime, I'm having one last go at trying to quantify how to check the safety of playing a match on my device. If I can find a way to show when you are in danger, I'll post as my workaround for the bug.

If anyone else is interested, I'm using https://play.google.com/store/apps/details?id=com.spencerstudios.ramlogger to check free RAM on my device as I play. I hope to find a dangerous level at which point I will need to close and restart the game. Thus far I have got down to 300MB free and safely played a full battle.
EnigmaPotatoes
Seasoned Ace
6 years ago
@Resmi9793 There is a Title Update coming in the next 24 hours. If you're lucky it may contain some stability fixes as content updates often come with some bug fixes.

Don't help your breath on that one though.
Resmi9793
6 years ago
@EnigmaPotatoes Yeah - that sums it up... If we're lucky we may get something. If my company did that to our customers, we wouldn't be a going concern.
wharp95
Seasoned Veteran
6 years ago
@Resmi9793 Well, alone I don't believe it would mean something, there is no longer communication between CG and its community, except for the forum moderators, at least the one I reached answered to my message. I even tried to ask some compensation since I lost GL tickets with this bug to the customer support, but they said , they are not allowed to give any compensation for my case then I asked why, well, customer support closed the chat ... well done EA Help.

They don't want to hear any complain, they don't want to justify themself.
They killed a lots of SW game because they don't bring back enough money, well, I am done with this game and this unprofessional compagny.
wharp95
Seasoned Veteran
6 years ago
One more thing, there is still new post with freeze/crash but since there is someone called EA_* replying to this post asking them to reinstall / reboot / ..., it is automaticaly accepted as a solution so I am wondering if the op didn't care anymore or it really fix the issue ...
a2dajae
Seasoned Rookie
6 years ago
@shhfiftyfive wrote:
i'm not a fan of the silence. or the process. if this was another mobile game, you'd post a bug report and the dev team would get back with you on it. period.

This new game engine - is new for CG/swgoh, but the engine is not new for mobile games, devices, or even emulators.
there are so many other mobile games using Unity, games that do not suffer from this crashing issue. the fact that CG/EA are completely silent on this BIG issue is extremely unwise.

Hire someone who knows how to diagnose and solve the issue. do it fast. this is extremely bad for business.

This is a competitive game. we get a crash in TW, GA.. we just flat out lose. we get a crash in TB/arena/raids, we lose progress/rewards. idk how CG/EA expects they can sit silently on this issue and expect us to keep "supporting" the game... at this moment in time, when a simple crash can make you or your entire guild just flat out lose.
The game has actually been using Unity for a long time. The version of Unity is what was updated. It was presumably a major version update which is, unfortunately, bound to introduce new issues.