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ZGosular's avatar
ZGosular
3 years ago

Unable to login to game due to connection error

Product: Star Wars: Galaxy of Heroes
Platform:Android Phone
What type of device are you experiencing the issue with? Samsung s20 fe
OS Version Android 13
Ally Code: (Find it here: http://bit.ly/AllyCode ) 548637535
What type of issue do you have? Network/Connection
How often does the bug occur? Every time (100%)
Summarize your bug Summarize your bug I cannot login to game for the past hour. This happened one week ago, I reported it on EA Answers HQ Technical Issues, but no replies. It has happened again. Same thing happens with other players from Singapore, with both ios and android devices. Internet connection is not a problem, as the speed is good and we can surf the internet. The problem is loading the game. Gamers from Australia are ok indicating this is likely an issue with the game servers at certain sites. This happens with both wifi and mobile.
Steps: How can we find the bug ourselves? Try checking your Asian servers
Connection Type Wifi
Please select your region Asia
Country Singapore

‌

Product: Star Wars: Galaxy of Heroes
Platform:Android Phone
What type of device are you experiencing the issue with? Samsung Galaxy S20 FE
OS Version Android 13
Ally Code: (Find it here: http://bit.ly/AllyCode ) I can't get in game to check
What type of issue do you have? Network/Connection
How often does the bug occur? Every time (100%)
Summarize your bug I cannot login to game for the past hour. This happened one week ago, I reported it on EA Answers HQ Technical Issues, but no replies. It has happened again. Same thing happens with other players from Singapore, with both ios and android devices. Internet connection is not a problem, as the speed is good and we can surf the internet. The problem is loading the game. Gamers from Australia are ok indicating this is likely an issue with the game servers at certain sites. This happens with both wifi and mobile.
Steps: How can we find the bug ourselves? I don't know. Check your servers.
Connection Type Wifi
Please select your region Asia
Country Singapore

‌

bug

3 Replies

  • ZGosular's avatar
    ZGosular
    3 years ago

    Hi, I had since tried ALL the troubleshooting steps - cleared cache, cleared data, restarted phone, uninstalled and reinstalled app, reset router, change from wifi to mobile data (the problem is not with wifi). I had contacted EA support via live chat, and tried whatever other troubleshooting steps they had suggested, which was a repeat of the above, but to no avail. I was trying for over 10 hours, so that is significant time wasted that cannot be recompensed. Note that I could not use my phone for other matters, if I was constantly trying to login, and trying all those troubleshooting methods.

    Finally after changing through a few different customer service reps, I finally got someone who acknowledged it was an issue on your servers.

    So if you if you say there is nothing wrong, then you are discounting my experience and troubles, calling the EA support staff a liar and just trying to placate me, and offer me nothing in recompensating my time for trying to troubleshoot, post bug issues, and generally wasting time from 5pm to 3am local time, which caused me to miss Arena and fleet payouts, bonus energy, not completing daily tasks, and Conquest. 

  • ZGosular's avatar
    ZGosular
    3 years ago

    And if you'd like to look at a fraction of the 10 hours I spent trying to login, please check out this YouTube video, if you don't believe the problem exists. 

    https://youtu.be/18nPzHTQmro

    Oh, I had tried on different android phones, as well as ios. As well as deleting the app from all the phones, unlinkimg from Facebook, and reinstalling on one device only. Nothing worked. 

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