Just got off the phone with EA Support. My Rep was in Texas and i feel it made a world of a difference (as opposed to the Outsourced EA reps that I got after normal business hours.)
What I was told was that there were 2 issues with the same symptoms, one can be fixed by a rollback and the other can be fixed by actually editing the code to my game. He could do the rollback and the other issue would need to be escalated to Dev. I agreed to try the rollback, which he then performed, leaving notes on my account that I understood that this may not fix the issue and I may call back in a few days for the other solution. He also wondered aloud why the previous reps I spoke with didn't perform the rollback.
In any case, I now get to start over the mini-event which I'm actually okay with... and I'll get as far as I can get. At least I have a reasonable tap radius and a working character finder again!
For anyone else experiencing the issue, I would say the best bet is try to get a US based rep. I'm not sure what the hours the US Call Centers work, but I have a feeling that the 9-5 ET might be the best bet.
Well, I just got it again. Sent in an email to support. I may be done with the game this time.
wow, lightning quick responses and the rollback fix from EA for me again. Fortunately a 2 day reset isn't a big deal since I tap way too much of my time but I do live in fear of it happening again. I really hope someone at EA has figured out how to fix this.
Just got off the phone with EA Support. My Rep was in Texas and i feel it made a world of a difference (as opposed to the Outsourced EA reps that I got after normal business hours.)
What I was told was that there were 2 issues with the same symptoms, one can be fixed by a rollback and the other can be fixed by actually editing the code to my game. He could do the rollback and the other issue would need to be escalated to Dev. I agreed to try the rollback, which he then performed, leaving notes on my account that I understood that this may not fix the issue and I may call back in a few days for the other solution. He also wondered aloud why the previous reps I spoke with didn't perform the rollback.
In any case, I now get to start over the mini-event which I'm actually okay with... and I'll get as far as I can get. At least I have a reasonable tap radius and a working character finder again!
For anyone else experiencing the issue, I would say the best bet is try to get a US based rep. I'm not sure what the hours the US Call Centers work, but I have a feeling that the 9-5 ET might be the best bet.
Well, I just got it again. Sent in an email to support. I may be done with the game this time.
wow, lightning quick responses and the rollback fix from EA for me again. Fortunately a 2 day reset isn't a big deal since I tap way too much of my time but I do live in fear of it happening again. I really hope someone at EA has figured out how to fix this.
I actually got an Irish guy named Brian who knew exactly what the issue was before the whole sentence was out of my mouth! My game was rolled back to the previous day, which was a little annoying since I had just completed the 18th amendment questline and now have to repeat everything I did the previous day, but compared to what I'm reading of other cases it seems a minor inconvenience. I don't think your rep necessarily has to be US based but you're much more likely to get help if your rep doesn't seem like he's never heard of the issue before.
As for the secondary issue that others reported of donuts not being credited, I am experiencing that and have reported it. I took before and after screen shots with a time stamp of sorts; hopefully this will be enough to convince someone.
Unfortunately this looks like a systemic issue. I have all the same problems on two different Android devices. It started with the St. Patrick's Day update, and continued through the next update (which also disabled the St. Patty's Day icons). I suspect that EA no longer wants to support this game as it is "old". That is probably why there are no longer true level expansions..
Unfortunately this looks like a systemic issue. I have all the same problems on two different Android devices. It started with the St. Patrick's Day update, and continued through the next update (which also disabled the St. Patty's Day icons).
I have no idea what you mean by “systemic” or what we are supposed to infer from that description.
That is probably why there are no longer true level expansions..
I’m dubious as regards this assertion. And while others may disagree, I always thought the level increases were fairly meaningless. I wasn’t sorry about the decision to cap them at 939.
Just got off the phone with EA Support. My Rep was in Texas and i feel it made a world of a difference (as opposed to the Outsourced EA reps that I got after normal business hours.)
What I was told was that there were 2 issues with the same symptoms, one can be fixed by a rollback and the other can be fixed by actually editing the code to my game. He could do the rollback and the other issue would need to be escalated to Dev. I agreed to try the rollback, which he then performed, leaving notes on my account that I understood that this may not fix the issue and I may call back in a few days for the other solution. He also wondered aloud why the previous reps I spoke with didn't perform the rollback.
In any case, I now get to start over the mini-event which I'm actually okay with... and I'll get as far as I can get. At least I have a reasonable tap radius and a working character finder again!
For anyone else experiencing the issue, I would say the best bet is try to get a US based rep. I'm not sure what the hours the US Call Centers work, but I have a feeling that the 9-5 ET might be the best bet.
Well, I just got it again. Sent in an email to support. I may be done with the game this time.
wow, lightning quick responses and the rollback fix from EA for me again. Fortunately a 2 day reset isn't a big deal since I tap way too much of my time but I do live in fear of it happening again. I really hope someone at EA has figured out how to fix this.
I actually got an Irish guy named Brian who knew exactly what the issue was before the whole sentence was out of my mouth! My game was rolled back to the previous day, which was a little annoying since I had just completed the 18th amendment questline and now have to repeat everything I did the previous day, but compared to what I'm reading of other cases it seems a minor inconvenience. I don't think your rep necessarily has to be US based but you're much more likely to get help if your rep doesn't seem like he's never heard of the issue before.
As for the secondary issue that others reported of donuts not being credited, I am experiencing that and have reported it. I took before and after screen shots with a time stamp of sorts; hopefully this will be enough to convince someone.
yep, I cannot add to my donuts. I can spend them but not get any. I guess I won't be spending any and I certainly will not be buying any donuts.
After last rollback on Wednesday, I got bit by another bug that caused all my freshly collected donuts to disappear and it took two days and a million emails to make EAs Help Desk to even understand the situation and maybe start doing something.
So these things have really taken the fun out of TSTO now.
Guys remember if you are being hit with this multiple times your device may be doing it. There's a set of values in the game that corrupt. But your game is saved to the cloud with those incorrect values saved. Once they roll you back your game is reset. But once you reload from your saved profile you overwrite the fix and re-infect yourself again. Once You do a roll back clear your cache and make sure your loading from new again and not overwriting the rollback
I was also affected by this problem. I explained my situation and the customer rep. suggested me all the generic troubleshoot tips (Restart, reinstall, try on another device) all to no avail. So I asked for a rollback to the night before. They did it and as expected I lost a lot of progress, even lost a character that I had already bought (Manacek), I tried to explain that to the rep and he offered me 50 donuts, even though It pay 150 donuts for him.
The worst is that I also cannot seem to gain donuts, and that is the worst. It makes me want to quit playing.
The worst is that I also cannot seem to gain donuts, and that is the worst. It makes me want to quit playing.
This is the part I dont get. They have to know they are losing a lot of players, yet the dont seem to care even a little bit. My boss goes nuts if he thinks we might lose a customer, let alone if we actually do!
I do not accept unsolicited friend requests! PM me and say hi first.
Another customer rep. added donuts for me to buy again Manacek, which I did before he was removed from the store, but I still couldn't earn more donuts. So I send an email telling him/her that, and (s)he offers me to rollback my game to an even earlier date!
C'mon I'll lose more content if you do that!
I mean, it's like they just don't understand or doesn't care about the real issue. I understand that they're just customer support and maybe there's nothing that can be really done by them, but what I would like to hear is something like "we are aware there an issue and the devs are working to find out how to fix it" instead of just "Whatever issue you have, let's just rollback"
but what I would like to hear is something like "we are aware there an issue and the devs are working to find out how to fix it" instead of just "Whatever issue you have, let's just rollback"
Read some of the posts in this thread and in similar threads in “General Discussion” — they discuss in excruciating detail the claims made by EA developers (or more specifically their proxies on the Help staff) that have been working on a fix for quite some time.
...what I would like to hear is something like "we are aware there an issue and the devs are working to find out how to fix it" instead of just "Whatever issue you have, let's just rollback"
I just got email that my case was once again escalated. And these quotes were included;
"...we have been getting more and more reports of this happening to people and it is under investigation by the studio."
and
"I know it is a frustrating bug but hopefully due to the volume it is generating the studio will have enough information to find a fix soon. "
Guys remember if you are being hit with this multiple times your device may be doing it. There's a set of values in the game that corrupt. But your game is saved to the cloud with those incorrect values saved. Once they roll you back your game is reset. But once you reload from your saved profile you overwrite the fix and re-infect yourself again. Once You do a roll back clear your cache and make sure your loading from new again and not overwriting the rollback
They had me uninstall and clear cache then reinstall the game when they did my rollback the second time. The first time 5 months ago I got this was on my phone. I got a new tablet 6 weeks ago and have only been playing on that which got hit the second time last week. So I don't think the device matters.
I finally got my roll back this morning. My advice is to be persistent not patient. After being promised a roll back, I waited 3 days and all I got was silence. I sent off another email and got my roll back in less than 5 hours.
Everything seems to be back to normal. We will see what happens when I log on in the morning. I won't be able to get the Duff beer float though.
Replies
What I was told was that there were 2 issues with the same symptoms, one can be fixed by a rollback and the other can be fixed by actually editing the code to my game. He could do the rollback and the other issue would need to be escalated to Dev. I agreed to try the rollback, which he then performed, leaving notes on my account that I understood that this may not fix the issue and I may call back in a few days for the other solution. He also wondered aloud why the previous reps I spoke with didn't perform the rollback.
In any case, I now get to start over the mini-event which I'm actually okay with... and I'll get as far as I can get. At least I have a reasonable tap radius and a working character finder again!
For anyone else experiencing the issue, I would say the best bet is try to get a US based rep. I'm not sure what the hours the US Call Centers work, but I have a feeling that the 9-5 ET might be the best bet.
Good luck!
wow, lightning quick responses and the rollback fix from EA for me again. Fortunately a 2 day reset isn't a big deal since I tap way too much of my time but I do live in fear of it happening again. I really hope someone at EA has figured out how to fix this.
I actually got an Irish guy named Brian who knew exactly what the issue was before the whole sentence was out of my mouth! My game was rolled back to the previous day, which was a little annoying since I had just completed the 18th amendment questline and now have to repeat everything I did the previous day, but compared to what I'm reading of other cases it seems a minor inconvenience. I don't think your rep necessarily has to be US based but you're much more likely to get help if your rep doesn't seem like he's never heard of the issue before.
As for the secondary issue that others reported of donuts not being credited, I am experiencing that and have reported it. I took before and after screen shots with a time stamp of sorts; hopefully this will be enough to convince someone.
I am still waiting for a roll back on my game. Hopefully what they are telling you is true and I won't need one.
I have no idea what you mean by “systemic” or what we are supposed to infer from that description.
As a long-time player of this game I can positively say that the level of support provided has not appreciably changed — it’s always been pretty poor.
I’m dubious as regards this assertion. And while others may disagree, I always thought the level increases were fairly meaningless. I wasn’t sorry about the decision to cap them at 939.
yep, I cannot add to my donuts. I can spend them but not get any. I guess I won't be spending any and I certainly will not be buying any donuts.
And that isnt even a "solution" because when they do that it doesnt "fix" the problem permanently because it tends to happen again to some.
After last rollback on Wednesday, I got bit by another bug that caused all my freshly collected donuts to disappear and it took two days and a million emails to make EAs Help Desk to even understand the situation and maybe start doing something.
So these things have really taken the fun out of TSTO now.
The worst is that I also cannot seem to gain donuts, and that is the worst. It makes me want to quit playing.
This is the part I dont get. They have to know they are losing a lot of players, yet the dont seem to care even a little bit. My boss goes nuts if he thinks we might lose a customer, let alone if we actually do!
C'mon I'll lose more content if you do that!
I mean, it's like they just don't understand or doesn't care about the real issue. I understand that they're just customer support and maybe there's nothing that can be really done by them, but what I would like to hear is something like "we are aware there an issue and the devs are working to find out how to fix it" instead of just "Whatever issue you have, let's just rollback"
Read some of the posts in this thread and in similar threads in “General Discussion” — they discuss in excruciating detail the claims made by EA developers (or more specifically their proxies on the Help staff) that have been working on a fix for quite some time.
I just got email that my case was once again escalated. And these quotes were included;
They had me uninstall and clear cache then reinstall the game when they did my rollback the second time. The first time 5 months ago I got this was on my phone. I got a new tablet 6 weeks ago and have only been playing on that which got hit the second time last week. So I don't think the device matters.
Everything seems to be back to normal. We will see what happens when I log on in the morning. I won't be able to get the Duff beer float though.
Hell, the new update has just released recently.