Re: Call for action on current crashing/freezing issue

The problem here, as always, is the communication. Probably they are working on it, but they said nothing about it because maybe still they don't know when will be solved, but would be good an announcement in the main SWGoH EA Forum like they do sometimes with the title "known issue", by this way the players know that they are working on it.

As they not said nothing we don't know if they are working on it or if they ignored it, or if they not noticed it, because always it seems like if the developers not play the game to test if is working properly.

This issue is happening in all devices, not only emulators. Also in iOS Apple devices and Android phone/tablet devices.

Exactly!  I wouldn't even have started this thread if there was already anything that showed some progress on the issue, or had even just collated the myriad of recent bug reports.

I wish I could say the same!  This isn't a simple bug that always reproduces by just following a few simple steps, so I have been trying to get stack traces that will help the devs fix this problem (as you can see in my other post).

Looking through the forum, I noticed that I was not the only one, but the coordination is lacking.  Many people are seeing the exaxt same symptoms, but getting little advice on what to do.  I have tried to help fill that void with this thread in order to get a quick resolution that we'd all truly appreciate.

GladOs - great. So because you're fine everyone else should be?

It's not. Hundreds (probably more) people are having issues regardless of emulators or not. 

Typical CG and their awful communication and customer service. They're too busy buffing Kylo rather than sort out the issues with the game or acknowledging that they're aware of the problem. 

Instead they blame your connection, or "checked and it seems to be you" type of response. 

Pathetic. 

I play on ios and android and emulators. They all have the same symptoms. This isn't a post hoc fallacy, there are issues, and we don't know what causes them, but they are replicated over different devices. 

I don't care if it's "hard" to work out. If you run a business that releases something that doesn't work for your clients, you fix it. End of. If ran my businesses with the same laissez faire attitude that CG did I would have folded many years ago.

I realise you have to be impartial because of your positions, but frankly you're blinded by loyalty.

I've also done a little more digging today...  The crash followed the usual symptoms of some graphical glitches followed by a total freeze.

Looking through the rest of the log, I saw some systemic memory failures, which was interesting because the only application I had running was SWGOH.  Looking at the stack trace, it is another example of a null pointer issue. This is often a failure mode in C/C++ applications when they fail to aloocate memory (and then don't check if the allocation failed).  So my working hypothesis is that we still have memory issues.

Fortunately, this time I was running the adb shell at the same time, so can compare the memory usage of SWGOH at the time of the crash and after normal operation.

Crash:

PID USER     PR  NI CPU% S  #THR     VSS     RSS PCY Name

30303 u0_a211  16  -4   3% S   102 3080860K 850216K  fg com.ea.game.starwarscapital_row

Normal operation:

  PID USER     PR  NI CPU% S  #THR     VSS     RSS PCY Name

31616 u0_a211  16  -4   9% S   102 2137360K 638212K  fg com.ea.game.starwarscapital_row

The key thing to note here is that the crash is trying to use nearly 1GB more memory (VSS) than in normal operation.  I suspect that there is something causing the application to leak memory over time.

My guess is that the devices seeing more crashes are ones that have smaller RAM, or for some reason are hitting the condition that causes the memory leak more often.

Would anyone in Support like to review and comment on my analysis?

@Resmi9793it seems, the issue is now flagged for further investigation on this post:
https://answers.ea.com/t5/Bug-Reports/Crash-in-arena-match-SLKR-vs-SLKR/m-p/9332083#M40960

Finally !

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@grumpybear9000 wrote:

I play on ios and android and emulators. They all have the same symptoms. This isn't a post hoc fallacy, there are issues, and we don't know what causes them, but they are replicated over different devices. 

I don't care if it's "hard" to work out. If you run a business that releases something that doesn't work for your clients, you fix it. End of. If ran my businesses with the same laissez faire attitude that CG did I would have folded many years ago.

I realise you have to be impartial because of your positions, but frankly you're blinded by loyalty.

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1. Even in iOS, different devices have different configurations. It’s less dramatic than the fragmentation seen in Android, but it exists. Given that my Android and iOS devices have not had a single crash, it is not universally prevalent. Perhaps by identifying on which devices crashes do/don’t happen, these issues can be better investigated, 

2. Just because EA doesn’t give consistent status updates on this bug (or any bug really), it doesn’t mean they aren’t working on it. The Unity update was a good example - supposed to bring increased stability to the game, as a fix for pre-u it’s crashes. Since the update there has been one patch. For all we know they have identified the issue and are working in the patch right now. 
3. I don’t have to be impartial, and I constantly advocate for players. I have not said EA doesn’t need to work on anything, or that there isn’t a problem. People online tend to get overly angry about things they feel should be done according to their preferences - like fixing a specific bug *immediately*, but that’s not a realistic expectation. I am trying to help people on these threads better understand the process and what challenges CG is likely facing for an issue like this. I,expect that if players understand more, they will have more empathy towards the people trying to,fix the game. 

I'm not angry, I'm just used to being disappointed by today's standards and in particular CG's lack of communication / involvement with its customers.

I've have several decades of being angry, it doesn't get you anywhere.

I've shared with them the bugs / issues, but we're not all techno geeks that can give exact technical issues. 

Wealth management, stocks, shares, management consultancy - sure that's my forte, but I shouldn't have to spend time debugging things on a game I enjoy playing (mainly in the boardroom... or should that be bored-room?) [I injected that humour to soften my tone of my message!].

I appreciate that software issues are hard to find, but like anything that is built, whether it is a production line, drugs, concrete or anything else, there needs to be some timely and visible understanding/acknowledgement of the issue, and more overt path to solutions. 

One simply shouldn't release things that have not been pressure tested enough or full due-diligence performed. 

with the change of the game engine, i've been getting new crashes very frequently.

1st type: most often in fleet arena battles. most of the crashes are instant and do not include an error at all. the app just closes.

2nd type: in random game menus, my buttons will no longer work. the game screen is just unresponsive to button clicking and forces me to close the app myself.

Spot on. 

I don't like being treated like a mug. (British expression). Which currently is how I feel. 

If people get angry they need to get to the root cause of it, and be brave enough to accept the criticism and yes you will get angry people but if the majority are placated then the rest will follow. You can't please everyone all of the time but if you can please a lot of people some of the time it's a much better strategy. 

It's common decency and just normal customer service. 

I would have liked a new raid. Being CG they'd probably had not been creative with it and done another copy and paste but still it would have shown something. 

I don't understand the cryptic strategy. Sure, don't lay all your cards on the table, but also give us a clue. More people would be willing to invest in the game if they were more transparent and open.