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Anonymous's avatar
Anonymous
8 years ago
Solved

iOS Crash and Samsung Google Play Install Issue Workaround Steps

Product: Star Wars: Galaxy of Heroes Platform: Apple iPhone What type of device are you experiencing the issue with? Phone and Tablet OS Version 10+ Ally Code: (Find it here: http://bit.ly/Ally...
bug
  • CG_MindTricks's avatar
    CG_MindTricks
    8 years ago

    If you are on iOS and experiencing a persistent crash on startup, please do the following:

      1. On your iOS Device, go to Settings > General > About.
      2. Tap the first line, which shows the name of your device.
      3. Rename your device and be sure to only use English alphanumeric characters in the device name (e.g., myiPhone2, Chewbacca’s iPhone, etc.)
      4. Finally, tap Done.
CG_MindTricks's avatar
CG_MindTricks
Icon for EA Staff (Retired) rankEA Staff (Retired)
8 years ago

Hi all,

For those of you who are still encountering this issue, please try the below steps. After each step, please retry loading into the game. Please let us know which set of steps worked for you.

Android:

1. Clear App Cache and Data

2. If you are using Mobile Data, switch to Wi-Fi

3. If the game is running in the background already, exit the game.

4. Restart your device

5. If the above fail, please reinstall the game using Wi-Fi

iOS:

1. If you are using Mobile Data, switch to Wi-Fi

2. If the game is running in the background already, exit the game.

3. Restart the device

3. If the above fail, please reinstall the game using Wi-Fi

Additional troubleshooting steps and details on how to perform any of the above steps can be found in these help articles:

https://help.ea.com/en-us/help/mobile/troubleshooting-steps-for-android/

https://help.ea.com/en-us/help/mobile/troubleshooting-steps-for-ios-apps/

If the issue remains after performing the above, can you please provide the following details for further investigation:

- Ally Code:

- Device Model and OS:

- Country/Region:

- Are you using Mobile Data or Wi-Fi?

- Name of the internet provider:

- Any additional details?

Anonymous's avatar
Anonymous
8 years ago
Ally Code: 468 374 452

- Device Model and OS: Samsung S7 android

- Country/Region: North America

- Are you using Mobile Data or Wi-Fi? Both

- Name of the internet provider: armstrong

- Any additional details?

I tried to uninstall and reinstall the game but it won't let me reinstall says my device is not compatible to the game. I cleared the cache and data from the Google play store and it still didn't work.

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