Re: Stuck on "Checking for Updates" screen

Hey there, everyone.

If you're still having difficulty getting past the "checking for updates" screen and are on Android, could you please try clearing the app data and try to load the game again? There were a few updates that went out yesterday.

Before performing these steps, please make sure your account is linked and that it isn't a guest account.

To clear your cache, please check out this help article at step 2.

Please let us know how it goes.

Arrenai 🐱

Did you receive an awesome, helpful response? 👍 +XP!

Was your issue resolved by a great post? :eahigh_file: Accept as Solution

ASK. ANSWER. LEVEL UP.

That does not work.  I have tried clearing cache, as well as uninstall/reinstall of the game software.  The issue persists.

hi Arrenai,

yes, clearing cache and data was the same "troubleshooting" that was performed yesterday.  I have don't this yet again just now and am still stuck ad checking for updates.  I was able to get in eventually this morning after about 30 minutes of load time, but it alternates between that and loading so long it says the client needs to restart, which takes another 30 minutes.

Hi @Apollos90125 , if the troubleshooting steps haven't helped, you might have a bug on your hands. Please create a bug report here, they help flag potential bugs and ask for more information to hep investigations along. 

@EA_Arrenai  and @EA_Lanna I've tried this suggested solution on both my devices and it still doesn't work. The game worked for about 20 minutes late last evening (before I tried this suggestion) and now today, it's the same thing as the other day. The issue still persists. 

Hey there, @Hartreq.

As mentioned by @EA_Lanna, if troubleshooting doesn't work, throw a bug report our way and we can take a look. Our bug reports are regularly checked by the team.

If you already see a bug report for your issue in that forum, feel free to select Me Too in that thread to help pinpoint issues affecting multiple people. Thanks!

Arrenai 🐱

Did you receive an awesome, helpful response? 👍 +XP!

Was your issue resolved by a great post? :eahigh_file: Accept as Solution

ASK. ANSWER. LEVEL UP.

I logged this as a bug yesterday.  They gave us the same canned answer with no effort and no research, and then moved my bug report back here to Technical Issues.  Can someone at EA please take an ounce of ownership?  Measuring how quickly Tech Support can close an issue results in that being their goal, rather than finding an actual resolution...

Hi @Apollos90125, yes I spotted the bug report, thanks for adding those details in the bug template as it's helped us test the issue. I'll merge the bug report and posts on this issue together here.

On testing it, we've tried to replicate this to understand what is causing the issue for you and how to help address it. The investigation confirmed that this isn't a bug or an account issue - it's a local technical issue. Something is throwing off your devices connection with the game on your side. All we can do is offer advice on how to improve your connection with the game - like clearing cache and switching up your connection from WIFI to mobile or vice versa (Android steps / iOS steps).  

A local technical issue would not affect this many different people on the exact same day in the exact same way.  How can you dismiss this without doing any research?

Here is some additional information:  I work from a home office with a gigabit cable internet connection.  I have literally dozens of devices connected, stream audio and video, and am constantly online.  SWGOH is the one and only application that will not work on my Wi-Fi network, and that began on the morning of 7/16 (exactly when these other folks also started experiencing the same issue).  Prior to that morning, I have never had a connection issue with this game.

So, what leads you to believe that this is a "local technical issue" and not something specifically related to your application?

Holy rusted metal EA, all I can do is echo the comments from Apollos.  I am on a slightly slower home network, but I have multiple other devices streaming online and other games, which typically take MUCH longer to load than SWGOH, load just fine.  AS noted, this issue began 7/16 in the morning.  7/15 it loaded just fine.  there is something else going on here and I suggest you all talk to each other about what you are telling the community.  When I raise an issue with your email support help, they tell me that this is a known issue and the development team is working on it.  When I come to this forum, nobody seems to know anything and there is no help. 

The result for your customer, is that all provided support lines are telling different stories and neither is providing an ETA on a fix or even a possible resolution.

I've been having the same Issue too.  When I try to get on via my house WifI.  it gets stuck on the "checking for updates"   I have a S7 edge.  I even tried it on my tablet which is a Tab A, got the same results.     The game loads on Data... it also loads when i'm at work on my work's wifi and today i was at the store and also worked on their wifi..

Other apps on my phone work just fine, i checked my wifi and it is working just fine...   I've done the following in trying to fix this

Reset my wifi.
reset my phone.
shut down my phone
uninstalled the game and reinstalled it
cleared the catch and restarted the phone
shut the phone down and then restarted the wifi again.
restarted the phone again.

and none of these worked..   it's not a local issue as my work and the store i was at, they are about 15 min away from my house.   

You need to fix this... please.. 

edit:  Oh, and when i do get in with the wifi off and turn it back on, and try to go to a different area of the game it gets stuck on the loading screen.

as the others it started on the 16th of july.

I have the game installed on 5 different devices:

iPhone 6

Galaxy S9 Edge

Galaxy Tab S4

Google Pixel 3 XL

Bluestacks Android Emulator on Windows

The game hangs on all 5 devices on the loading screen.  

Hey guys!  It's a miracle!  I changed absolutely nothing, and all my devices are working again!  Thanks for everything, EA!

Yea, I was able to magically log in like normal all weekend, thought it was fixed.  Alas, back to stuck on checking for updates.  Any update from EA on this?

Dang, I was working fine until noon today.  Now back to square one.  Another "local" issue EA?

yesterday i was able to get in just fine... this morning it loaded but when i went to put teams down for the TW it got stuck on the loading screen and when i closed and re open the app..  It's stuck on the checking for updates once again....   

I'm pretty sure it's not local unless all of us are from the same city.. which i dobut..   or the same state..   again, I dobut it

Hi,

Unfortunately we haven't able to reproduce the issue on our end. From what we've seen, it looks to be a local or networking issue. We've seen the issue occur intermittently without any change on our end, which again suggests there's something closer to the user end. Of course this is still an issue so we want to keep gathering info. Could you let me know the following please:

- What would your ISP be?
- What device are you on?
- What OS are you running?
- What was the time and day this issue first started for you?

- What is the Router Model?

And if you haven't yet, please check out these links and run though those steps: .Android steps / iOS steps. 

@EA_Lanna and @EA_HighCommand,

There is no way it could have been a local issue considering I contacted my ISP, had them do multiple changes to my account, as well as coming into my own home to recheck the settings and hardware I have for a wireless network.  Everything checked out fine, my only issues was connectivity to THIS game.

By the way, I never received answers to the personal e-mails sent off asking for help, nor did I receive the "call back" from a "supervisor" regarding my issue. 

Magically, when I called in for a third time to both EA / Google and requested a refund for the $200+ I've spent on the game, everything was "working". However, intermittent issues still happen.

Don't be disingenuous and say it's a local issue when everything else on my home network's connectivity is just fine. How about giving me a call back so we can talk about this more to ensure I don't continue the intermittent interruptions?