Sul Sul Simmers! We understand that several of our players are experiencing bugs impacting gameplay. As mentioned in the Q&A, we are working on a more permanent solution. In the meantime, to improve your gaming experience, we have set up processes to help solve the issues you are experiencing more efficiently and effectively. Sims from family getting lost While many of you have found a workaround for this issue (find the missing Sim in the neighborhood and marry them back into the family), we understand that it is not always the best option. Sim Contacts and Relationships getting lost We understand the effort to form the Life of your Sims, the relationships, and career trajectories. It is unfair to lose that progress. Game Loading Issue Unable to get into the game is the worst issue of them all! The problem is occurring due to an error in the saved data. Passive Sim Coming as Busy Another issue which many of you are facing but helping yourself by letting the Sim go and marrying it back into the family For each of these issues, we have set up a solution. Please follow the process to get help. Step1: Take screenshots of the error/error message Sims impacted, Player ID, and Device details. Step2: Submit a report to EA Help with details of the issue, impacted Sims, the date the problem began(share all screenshots), and the link to this Answers HQ page. Step3: Post verifying the problem, EA Help will suggest recovering saved progress from a date before the issue. Step4: If you choose to proceed, please share screenshots of all purchase invoices made since the date of the suggested data recovery with The Help representative and confirm that they will credit all purchases before sharing a go-ahead. Step5: Post resolution, please reply to EA Help and confirm the fix. Thank you, Team TSM

Hello, I’m having a game loading issue. (“Where’s the Network?”)I sent a new ticket to EAHelp after reading your tweet and I requested a rollback, but they just said to wait.“The game team is aware of the issue and working to resolve it. We are currently investigating the issue, so please be patient while we complete the investigation. We do not know when it will be fixed.” (summary)If I wait, will the issue be fixed someday? In the current state of my game, it’s probably impossible to even download next update data. At least that was the case the last time I had the same issue. I’ve experienced this issue 3 times before, and in each cases EAHelp was not able to solve the issue, so I contacted Simgurus on Twitter and asked them to fix it.To be honest, rolling back the game is the WORST option for me. I don’t know how far the rollback will go, but it means the lost of event rewards and progress. So if there is a possibility that the issue will be solved if I wait, I will wait quietly.Should I wait? Or should I send a ticket to EAHelp again and force them to roll back my game against their reply, “wait”? I don’t know what I’m supposed to do…

Ok, since I can’t seem to get a response, I’ll write my complaint alone 😄 My login issue has been getting worse and worse since early October, and I haven’t been able to get into the game at all since November 25th. HOW FAR does my game roll back in this case?In my past experience of rollbacks, the purchase pack items were restored, but the event rewards were not. I purchased the festival ticket (Oct.14) and grinded everyday to complete all the tiers and I done it (Nov.14). I had also filled the lama bank and was ready to head start the next festival (Nov. 20). How will these be restored?I completed TH without purchasing the ticket, so I’m SO SAD but I’m giving up on getting it restored. But at least the rewards of the festival should be restored. I think my savegame is broken. Even if I send another ticket to EAHelp and force them to roll back my game against their response to wait, the same problem will come back in a few months anyway. PLEASE fix it fundamentally.

I’ve been asking for my game to get rolled back for over a month and all they say is please wait as the game team is investigating.Rollback solution without any kind of compensations is awful, but I can’t even get a rollback. Is it because I’m a Japanese and getting Japanese language support? Would English speaking users be supported more smoothly? Or is it because I’m asking for festival ticket rewards or refund of ticket price as my least compensation?Anyway, EAHelp said they have received hundreds of reports about this issue. Thank you for the wonderful holidays, TSM. I hope to see gurus’ replies in the new year.

It has already been more than two months since “Where’s the Network?” issue started occurring to me. I can’t get into the game almost at all now.I’m not going to waste any more time in conversation with EAHelp. (please check the attached screenshot)I’ve been missing out on several events and quests that are ongoing right now. On top of that, it’s a huge disappointment that the rewards from past events will also be lost as my game gets rolled back for months. I have a simple question.Will the team be able to fix “Where’s the Network?” issue in the near future? Or is there no prospect of fixing it at all?

This game has been a great comfort to me for years, thanks. I know it’s just digital data, but I really love my sims and their little world.Yes, it’s just digital data. So I don’t think that it would be so difficult to make up for the loss of customers DUE TO GLITCHES in the game. Why are you so reluctant to make compensations? Are we asking too much?? Well, it’s too much to deal with each and every customers, cuz there are too many glitches, there’s no end, haha

EA_Sanah

EA Staff (Retired)

4 years ago

How To Get Help for Persistent Bugs

Sul Sul Simmers!

We understand that several of our players are experiencing bugs impacting gameplay. As mentioned in the Q&A, we are working on a more permanent solution. In the meantime, to improve your gaming experience, we have set up processes to help solve the issues you are experiencing more efficiently and effectively.

Sims from family getting lost

While many of you have found a workaround for this issue (find the missing Sim in the neighborhood and marry them back into the family), we understand that it is not always the best option.

Sim Contacts and Relationships getting lost

We understand the effort to form the Life of your Sims, the relationships, and career trajectories. It is unfair to lose that progress.

Game Loading Issue

Unable to get into the game is the worst issue of them all! The problem is occurring due to an error in the saved data.

Passive Sim Coming as Busy

Another issue which many of you are facing but helping yourself by letting the Sim go and marrying it back into the family

For each of these issues, we have set up a solution. Please follow the process to get help.

Step1:

Take screenshots of the error/error message Sims impacted, Player ID, and Device details.

Step2:

Submit a report to EA Help with details of the issue, impacted Sims, the date the problem began(share all screenshots), and the link to this Answers HQ page.

Step3:

Post verifying the problem, EA Help will suggest recovering saved progress from a date before the issue.

Step4:

If you choose to proceed, please share screenshots of all purchase invoices made since the date of the suggested data recovery with The Help representative and confirm that they will credit all purchases before sharing a go-ahead.

Step5:

Post resolution, please reply to EA Help and confirm the fix.

Thank you,

Team TSM

discussion

53 Replies

gogotamago5
Seasoned Hotshot
4 years ago
Hello, I’m having a game loading issue. (“Where’s the Network?”)
I sent a new ticket to EAHelp after reading your tweet and I requested a rollback, but they just said to wait.
“The game team is aware of the issue and working to resolve it. We are currently investigating the issue, so please be patient while we complete the investigation. We do not know when it will be fixed.” (summary)
If I wait, will the issue be fixed someday? In the current state of my game, it’s probably impossible to even download next update data. At least that was the case the last time I had the same issue. I’ve experienced this issue 3 times before, and in each cases EAHelp was not able to solve the issue, so I contacted Simgurus on Twitter and asked them to fix it.
To be honest, rolling back the game is the WORST option for me. I don’t know how far the rollback will go, but it means the lost of event rewards and progress. So if there is a possibility that the issue will be solved if I wait, I will wait quietly.
Should I wait? Or should I send a ticket to EAHelp again and force them to roll back my game against their reply, “wait”? I don’t know what I’m supposed to do…
SalixCat
Hero+
4 years ago
@gogotamago5 Hey! I'm going to ask what can be done. We might not get a reply during the weekend, so let's wait a bit 🙂
gogotamago5
Seasoned Hotshot
4 years ago
@SalixCat Thank you for your kindness! 🙏❤️
SalixCat
Hero+
4 years ago
@gogotamago5 I saw your Tweet. Seems nothing has changed for you with the update. I haven't got a reply yet 🤔
gogotamago5
Seasoned Hotshot
4 years ago
@SalixCat Ok thank you 🙏❤️ I'll wait some more, and I have a few friends who have the same issue...
gogotamago5
Seasoned Hotshot
4 years ago
Ok, since I can’t seem to get a response, I’ll write my complaint alone 😄

My login issue has been getting worse and worse since early October, and I haven’t been able to get into the game at all since November 25th. HOW FAR does my game roll back in this case?
In my past experience of rollbacks, the purchase pack items were restored, but the event rewards were not.

I purchased the festival ticket (Oct.14) and grinded everyday to complete all the tiers and I done it (Nov.14). I had also filled the lama bank and was ready to head start the next festival (Nov. 20). How will these be restored?
I completed TH without purchasing the ticket, so I’m SO SAD but I’m giving up on getting it restored. But at least the rewards of the festival should be restored.

I think my savegame is broken. Even if I send another ticket to EAHelp and force them to roll back my game against their response to wait, the same problem will come back in a few months anyway. PLEASE fix it fundamentally.
gogotamago5
Seasoned Hotshot
4 years ago
To be honest, I was disappointed when you suggested this makeshift solution. However, I was glad that you acknowledged the issues and I thought that the staff at EAHelp would be informed of this solution and that things would at least go smoothly. But nothing has changed from before. Please check out this link.
https://www.reddit.com/r/SimsMobile/comments/rbcqeq/unable_to_launch/
And important things like this should be tweeted not only by gurus, but also by TSM official account. The only people who follow guru’s account are avid TSM fans, like me lol. But to begin with, there are many people who are not on Twitter…
Now many players are unable to play the game properly. Unable to start events, Eco Workshop shift gets stuck on a day of the week, and more. Some Android users can’t even update their games. Sigh…
Ilois4
Hero+
4 years ago
@gogotamago5 Sorry you’re having to struggle with this again 😢

I think it’s good that you bring up all the negative aspects coming up with a rollback because the rollback doesn’t really fix the actual issue.

I don’t understand why offer rollback as help on other mentioned issues, if the issues haven’t been fixed yet.

I’d say it isn’t worth taking a rollback and lose items & progress if for example the issue of losing contacts happens again once you make the sim passive.

Have strength @gogotamago5 💪
gogotamago5
Seasoned Hotshot
4 years ago
@Ilois4 Thank you Iloisa! I’m sad I haven’t been able to attend your party for weeks 🥲💔

Yes, I agree that rollback is a bad idea for those bugs. I understand that the only way to resolve the savedata error is rollback, though…
I know this is not the right thread to write a complaint, but I’m a bit mad right now 😂
yani_tsm
4 years ago
@EA_Sanah I'm struggling with loading issue myself (it is not permanent, but sometimes it takes hours to get in), but I don't want to request a rollback due to the loss of the prizes I won in the meantime.I know I'm probably digging myself a grave since the loading issue will probably get worse and eventually I will lose the access to the game at all, but I really hope that the team reconsiders awarding the prizes the player won.

When the death glitch was happening back in February-March 2020, those who were affected were able to receive the missed prizes because they were not able to play the game at all for a couple of weeks. We didn't even get a rollback, but the studio was nice to award us the prizes for being loyal and patient players during the difficult time in our game.