Forum Discussion

Rising Traveler

4 years ago

Solved

Game freezing when idle on Supported Android

Product: Star Wars: Galaxy of Heroes
Platform:Android Phone
What type of device are you experiencing the issue with? Galaxy S10
OS Version 11
Ally Code: (Find it here: http://bit.ly/AllyCode ) 457 613 625
What type of issue do you have? Gameplay
How often does the bug occur? Often (50% - 99%)
Summarize your bug When minimizing the game for a few minutes or more and returning, it frequently freezes up. No response to any kind of input. Sometimes just for several seconds until it catches up, sometimes permanently until force closing and restarting the app. Both wifi and mobile network. This has been reported a ton of times. When it gets reported for bluestacks it quickly gets the response that emulators aren't supported. But when it gets reported that the issue also exists on supported devices it seems to get disregarded. I do not and have never used bluestacks. The issue is just as common on supported devices. This started immediately after the content update on Nov 17.
Steps: How can we find the bug ourselves? Use an android, minimize the game for a while, try to come back without restarting it.
Connection Type Wifi
Please select your region North America
Country Canada

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This has not become game-breaking for me personally yet, but is problematic all the same. Nearly lost a HSTR run to it last night.

bug

EA_HighCommand
4 years ago
Hi @Corpsefire88 and @pairo20,

We've checked all logs available to us but were unable to identify anything that relates to what you are experiencing. We would recommend following the troubleshooting we have available in our help article HERE.

7 Replies

pairo20
4 years ago
I've had this problem multiple times this past week when I leave the game running in the background to check other apps. When I go back to it, the game is completely unresponsive, and I have to force close. Prior to the last update, I didn't have this problem.
Allycode: 227-688-667
Device: Samsung Galaxy Note20 Ultra 5G, Android 11
EA_HighCommand
EA QV Team
4 years ago
Hi @Corpsefire88 and @pairo20,

We've checked all logs available to us but were unable to identify anything that relates to what you are experiencing. We would recommend following the troubleshooting we have available in our help article HERE.
Corpsefire88
Rising Traveler
4 years ago
I, and others in other reports, have tried these things and they haven't helped. The issue started precisely after the latest update. Nothing else on my phone had changed. A phone restart seemed like it fixed it the first time, but the issue returns very shortly after.
TheFrankto
Seasoned Scout
4 years ago
@EA_HighCommand I am also having this issue, and these steps were completely ineffectual. I installed the game on a device (Google Pixel 2) that never had the game before, and the problem still occurs.
AllOfTheDarth
New Adventurer
4 years ago
Good news!
I think, I have found the problem's source. I use Google Play, and my phone updated that as well.
https://play.google.com/store/apps/details?id=com.google.android.play.games
I was investigating SWgoH's lagging and freezing up for me as well, and when I turned off this app's one setting called "Automatic logging into supported games..." (Sorry, I have a Hungarian version, so it's something like that.) the freezes completely stopped!!! The lagging are less frequent as well, tho, still remaining, but not like after 5 minutes of play, but like 30 mins-1 hourly, which is much more tolerable.
If you use the same app, just turn that setting off, and hopefully your gaming experience will once again turn better! I sure hope, this was the cause of the problem, and that I managed to nail the source of the problem...for CG too! Seems like this software tries to log into games (as the setting/feature says it tries to help with), but multiple play store accounts causing problems with it, with trying to force both (or more) account into the game. Strangely, other games have no problems, so it's still a problem on both this app, as well as from CG's part too!!!
Please try this method and tell us, if things got better! I sure hope so!!! May the (Dark Side of the) Force be with You all! >:3
ifox5kuw9w5m
4 years ago
I'm getting this exact issue on a galaxy a71. Same timeline as described.
InAppPurchases
3 years ago
Allycode: 158-444-833
Device: Samsung Galaxy S9, Android 10
I have also been experiencing this issue for a good while now, and I'm still experiencing it now. I wonder if this is specific to certain hardwares
I'd also like to add that after the issue is triggered, the game does eventually become responsive again but sometimes it can take as long as several minutes.