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WARNING........EA's New Solution for The Glitch? ....MUST READ BEFORE ACTING ON EA's OFFER

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It seems that EA is now emailing their "solution" to The Glitch. I felt the need to create a new thread on this as there is a HUGE WARNING you must be aware of (and is buried throughout numerous threads). This thread is meant to focus on the main points spread out all over the forums that a player must know if their game is hit with the glitch.
Please read this before accepting any offer from EA to fix your glitched game....


A little background first.....I have been hit with this glitch 16 times now since June of 2017 (the glitch was first report back in Nov of 2016). There are multiple threads on the glitch, but basically when you hit you will see an old Gill offer when you first boot up your game, followed by several broken parts of the game including a broken character button that no longer jumps to characters, FP points reset to 1, rail yard is broken and cannot earn rails or donuts, various mini games from past events broken, etc......

They did find a real fix solution that actually fixed one of the times I my game was broken by the glitch HERE, but have apparently refused to utilize this "real fix" every again. So rolling back your game was the only real solution.

Then for the last several months they have routinely been denying players the option to roll back the game as "they are investigating the issue and a solution".

Now back to the present......Here is is the email that many have already received in the last few days and reported throughout various threads on the topic:
Hello ______,

Thanks for sticking with us. We’re sorry you had to wait so long on this issue.

What happened?

The idle character button caused problems for some players in The Simpsons: Tapped Out.

What are my options?

We have two options for you to pick from:

We can roll your game back to a previous save. You’ll lose progress and Donuts from today until the rollback date, but you’ll get 50 Donuts per week of lost data. If you have receipts, we can restore the Donuts that were bought during the rollback period. Just attach them to your case when you respond. You will also be required to remain logged out of the game across all devices for 48 hours after we confirm rollback. This final step can help prevent it from happening again.

We can give you a brand-new Springfield [aka Template town]: It won’t be the same as your current Springfield, but you’ll still have your level and can continue playing your game. If you have receipts, we can replace the Donuts you bought before the template land was applied. Just attach them to your case when you respond.

We’ll also be giving you an additional 100 Donuts to get you back up and running.

Let us know which option you’d like to go with through My Cases.

Is this issue fixed?

It’s possible that this could happen again, but we’re doing our best to prevent it.

Where can I go to see the details of this case?

Review this case and your entire case history on EA Help.

Where can I go if I still need help?

EA Help and Answers HQ

We’ll never ask for your password and you should never give it out—Keep it secret. Keep it safe.

Find more account security tips on EA Help.

John Jane Doe.
EA Help

DO NOT ACCEPT A TEMPLATE TOWN BEFORE READING THESE TWO POSTS...........
  1. Warning about accepting a template town HERE
  2. Player's experience who did accept a template town HERE

Now it has been noted that there is a drop in players posting new cases of being hit with the glitch and shortly after EA sends out this solution email. But no official word if EA has either
  • fixed the glitch from hitting again and trying to clean up the mess from this point
  • or if EA has given up on fixing the glitch and will resume offering roll backs or (dreaded) template towns.
So if your game is broken what do you do?
You have 3 options
  1. Accept a roll back to the last known date your game was working correctly. This sadly is the best option for most of us. But you must understand that you will lose all content you have earned during events and donuts earned or purchased with real world money between that last working date and the day your game is rolled back. This is why if your game is broken by the follow my directions on how to demand a roll back ASAP HERE.
  2. Accept a Template Town. Unless you are are a really new player, this is NOT advised as you will loose everything you have purchased or earned and given a generic nuked town with basic items to start over wish.
  3. Play with a broken game. You can decline the above two options and continue to play with a broken game. If you do, please do not expect a fix to your game ever.....never....not gonna happen. With that said I have played with a broken game for 4 months and it is doable, though a lot more time consuming. If you chose this option here is my guide on how to play your game while broken by this glitch

Replies

  • I wanted add some GREAT advice from @ChristianJ92 HERE
    So here is my experience with 'The Glitch'...

    I got the dreaded glitch on the evening of May 3rd.

    On May 4th, I read everything that I could in this forum about this glitch and how others handled the situation. I first logged a ticket with a call back from an adviser in India. All he could do was send a ticket to the game developers. I left that ticket open and never touched it again as adviser suggested. That same day, I took Hobbes' advice to try and reach someone in support who was located in the U.S. After several attempts, I was finally able to reach someone in San Antonio later in the afternoon, around 3 PM, Mountain Standard Time Zone/US. He would not do a rollback for me. I immediately resumed my call back ticket to try again. I had much better luck reaching San Antonio and spoke with two more advisers in San Antonio. Unfortunately, neither one were either willing or able to help me. Both claimed that I should hold tight, apparently having some sort of insider information that they couldn't share.

    I continued playing my glitched game, hoping for a fix, until this morning (May 24th).

    After reading the e-mail on TSTO Addicts (thank you for posting that) I was hopeful again. Even though I did not receive the email, even with my open ticket, I decided to try and call EA support again, seeing as they were willing to do rollbacks now.

    I made a quick list of everything that I'd obtained since the glitch occurred, in my game, and was prepared for the call. I resumed my 'call back' ticket about three times until I finally reached an adviser in Ireland. He was friendly and helped me while I was on the phone. He made sure that I had all of the characters on the list I'd prepared, including the 'Heist' event characters and the Cinco de Mayo sale. He also gave me the donuts promised in the e-mail that had been sent. I have everything on my list The only thing I lost were a few levels and bonus percentage. I dropped from 939 to 800. I can live with that. I'm fairly certain that he would've compensated me even more to help me regain those things faster if I'd asked.

    So basically, my advice is similar to @hobbesisreal . I have absolutely nothing against the folks in India who were trying to help me, but they just didn't have the capability to resolve my issues while I was on the phone, nor could they transfer my call.

    Here are my tips and notes:
    • First, make a list of everything you've gained since you got the glitch, including characters, buildings, and decorations. Details help.
    • If you're using the call back option, open a new ticket and keep resuming it until you reach someone in Europe or US support. I just used: 'San Antonio Support Requested'.
    • My first question to the calling adviser was 'Are you located in San Antonio?' If the answer was no, I would politely thank them, hang up and resume my ticket.
    • Around 9 AM MST/US I was able to reach Europe (Ireland) support. Around 3 PM MST/US I was able to reach San Antonio support after using this method.
    • The adviser in Ireland who helped me could see everything that I currently had in my game. He helped me troubleshoot what he'd need to replace from my last 'good save', even Johnny Fiesta's restaurant.
    • He did everything for me while I was on the phone with him.
    • I asked him if I needed to wait 48 hours to log in again. He said no, I was good to go.
    • Before logging back in to my rolled back game, I deleted my cache, data, and the entire app first. I did a fresh install. I'm not sure if that'll help anything, but I'd rather be safe than sorry.
    • My game works great now and I've already regained about 3/4 of my lost bonus percentage.

    Thanks to everyone on the forums and TSTO Addicts who provided helpful information.



  • Muhsterino
    4487 posts Member
    edited May 2018
    @hobbesisreal Nice guide, thank you! Was the ‘Gltich’ in the title deliberate or not? Either way, I like it! I have also added a link to here in the bugs and issues glitch help thread.
    EDIT: Players can use Simpsonswiki as a guide for listing items that would be lost after a rollback is completed.
    https://simpsonswiki.com/wiki/The_Simpsons:_Tapped_Out_Bart_the_Fink_Teaser_content_update
    Post edited by Muhsterino on
    Answers HQ Hero HELP THREADS
  • @johncolombo thank you for restoring this thread!
  • @johncolombo thank you for restoring this thread!

    i did try to get him for you earlier in the afternoon, sorry I couldnt get through ro the secret moderator lair!
    I do not accept unsolicited friend requests! PM me and say hi first.
  • 0Brooders0
    2188 posts Member
    Excellent advice there @hobbesisreal B)
    Be a part of another EA endorsed TSTO fan site at www.tapped-out.co.uk :)
  • Zacabeb
    70 posts Member
    edited May 2018
    So, EA decides to "fix" the problem with the most incompetent and arrogant solution imaginable. Of course we should have expected that.

    But I think we should let them know we do not accept this. We have one more option: bombarding customer support and social channels with complaints, and have gaming sites bring it up.

    EA shouldn't get any rest until they fix this issue for real.
  • KrustyBrand
    15340 posts Member
    Zacabeb wrote: »
    So, EA decides to "fix" the problem with the most incompetent and arrogant solution imaginable. Of course we should have expected that.

    But I think we should let them know we do not accept this. We have one more option: bombarding customer support and social channels with complaints, and have gaming sites bring it up.

    EA shouldn't get any rest until they fix this issue for real.

    I don’t want to discourage that kind of activism, but I suspect you’d be wasting your time. In my time here on the forum I can’t tell you how many times I’ve heard this sort of “storm the ramparts” call to arms. Never works. EA seems to be immune to this kind of pressure.
  • Zacabeb wrote: »
    So, EA decides to "fix" the problem with the most incompetent and arrogant solution imaginable. Of course we should have expected that.

    But I think we should let them know we do not accept this. We have one more option: bombarding customer support and social channels with complaints, and have gaming sites bring it up.

    EA shouldn't get any rest until they fix this issue for real.

    I don’t want to discourage that kind of activism, but I suspect you’d be wasting your time. In my time here on the forum I can’t tell you how many times I’ve heard this sort of “storm the ramparts” call to arms. Never works. EA seems to be immune to this kind of pressure.

    Probably has something to do with being a multi-billion dollar corporation. These days they only seem to care about 1 thing, and thats the $$$. If you can find a way to put a dent in that you may get some attention, but other then that, I suspect you are 100% correct.
    I do not accept unsolicited friend requests! PM me and say hi first.
  • 0Brooders0
    2188 posts Member
    What happened to your avatar @hobbesisreal ? :/
    Be a part of another EA endorsed TSTO fan site at www.tapped-out.co.uk :)
  • 0Brooders0
    2188 posts Member
    0Brooders0 wrote: »
    What happened to your avatar @hobbesisreal ? :/

    Oh it came back again ... must have been a glitch in the matrix :p
    Be a part of another EA endorsed TSTO fan site at www.tapped-out.co.uk :)
  • Muhsterino wrote: »
    @hobbesisreal Nice guide, thank you! ...........Players can use Simpsonswiki as a guide for listing items that would be lost after a rollback is completed.
    https://simpsonswiki.com/wiki/The_Simpsons:_Tapped_Out_Bart_the_Fink_Teaser_content_update

    I have used the SimpsonsWiki.com site numerous times when I get a USA based rep who was willing to restore lost items during a rollback. In fact I was able to get about 15 items premium items I lost during a roll back last month.

    It appears that EA as policy does not encourage their CS reps to take the time to restore lost items, even though they have full capability of doing so........BUT.....when you remain polite and get a nice rep who does take pride in really helping a player who has had been a victim of the Glitch, it is GREAT to see them restore lost items and SimpsonsWiki.com and browse to the event I lost items in is my first resource I use, followed by TSTO Addicts Search Function.

    Don't expect EA to restore things when lost in a rollback....but if you follow my guide here you can politely move your way through several reps until you (hopefully) find one willing to help you.

  • My latest email from EA. Thought this thread was a good place to put in.
    Hello ,

    This is Leticia, from the Specialist Team in EA help. I will be handling your case with The simpsons Tapped Out from now on and will do my best to help you with your query.

    I am sorry to hear about your issues with the game Tim. I am unsure about how long will it take to complete remove this issue to be honest with you. I can say for the knowledge that I have and being a player of the game itself for a long time that this issues happen, and it's more based on corrupted data than a failure with the game itself. The only way we have to fix it is by the two options previously sent. I can't guarantee you that it will never happen again, but I had the same issue and this fixed it and I haven't had it in months. However if this happens again after we fix it, we are just one email away to fix it for you.

    Please let me know how you would like to proceed !
  • This was my reply, we shall see. ....
    HI Laticia, at this time I do not want to accept either of these options. As long as EA is actively seeking a permanent fix for this glitch I would rather wait. Now, if you can tell me a fix is not in the works then I would be open to one of those options. I have several emails from EA support indicating that a permanent fix is being worked on.

    Thank you, Tim
  • KrustyBrand
    15340 posts Member
    This was my reply, we shall see. ....
    HI Laticia, at this time I do not want to accept either of these options. As long as EA is actively seeking a permanent fix for this glitch I would rather wait. Now, if you can tell me a fix is not in the works then I would be open to one of those options. I have several emails from EA support indicating that a permanent fix is being worked on.

    Thank you, Tim

    All current indications are that there will be no “permanent” fix.
  • Zacabeb
    70 posts Member
    We don't even know what the root cause is going by what EA have divulged. The development team must have clues, and have reportedly fixed some things, but there may be several independent causes.

    It could be that the game corrupts the save locally and then syncs this with the cloud without the servers being able to tell the save is corrupt. It could be that data is lost when syncing. It could be caused by overflows writing data in the wrong place, or it could be caused by conflicts between variables which in themselves are not corrupt. It could be the save file management, core game code, or scripting causing the problem. It could be a conflict between the game and more restrictive behavior of device OS. It could be a lot of things.

    Two things would be needed for a permanent fix. First of all, ensuring that neither the game running locally or the syncing with the cloud causes corruption to or conflicting data in the save file. Second of all, if they were to fix already broken saves, they'd need a tool which can automatically identify problems in a save file and correct them, without breaking anything else.

    I hope they will be able to do both of those things. But as there's no ETA or even promise of that, all we can do now is to face the decision of accepting a rollback or waiting (a template land is out of the question, at least if you're a long-time player).
  • @Zacabeb ....perfect summary of what we have been sharing with EA for months, both with possible core causes and methodology of fixing currently broken games.

    But by all indications......I think it would be a safe bet on any table in Vegas that EA will never share the root issue, whether they addressed or fixed any of it on the backend. Our only indication will be new reports of glitch hit games by players.

    As for any resource fix to give to EA CS (a suggestion we had a mod here even email to EA) to prevent loss of progress while fixing the bugged variables.....EA has made it undeniably clear they will NOT offer that (even though they proved it can be done with my game back on Jan 24th).

    So sadly EA has placed the price for the fixes they are offering are paid by (and pain endured by) the players by either
    1. Losing all progress since the last working day of their game with a rollback (which could be months of lost progress / earned items / paid for donuts)...........or.........
    2. Lose ALL progress since the player started the game (which could be 5 years of items and town design) with a HORRIBLE template town.
    3. Or continue to play with a broken game will cause hours of wasted needless extra play time hours by the player for the rest of the life of the game

    The only ray of positive hope that there is undeniably a recent and drastic drop in new glitch hit reports so maybe EA did something to help prevent or at least slow down new cases........but since EA will not tell, only time will tell.


  • So got this this morning, I'm not going to hold my breath but will remain cautiously optimistic.
    Thank you for contacting Electronic Arts. My name is David and I am one of the EA Specialists currently assigned to your case regarding the 'The Simpsons: Tapped Out' game.

    Please accept my apologies for any frustration caused by this incident and the delay in getting back to you.

    This issue is our highest priority and we have most of our resources focused on resolving this problem so it really should not be long before the patch is released.

    I will reach out to you as soon as the patch is deployed to check if your game will be working as intended.

    Thank you for your continued patience.
  • KrustyBrand
    15340 posts Member
    So got this this morning, I'm not going to hold my breath but will remain cautiously optimistic.
    Thank you for contacting Electronic Arts. My name is David and I am one of the EA Specialists currently assigned to your case regarding the 'The Simpsons: Tapped Out' game.

    Please accept my apologies for any frustration caused by this incident and the delay in getting back to you.

    This issue is our highest priority and we have most of our resources focused on resolving this problem so it really should not be long before the patch is released.

    I will reach out to you as soon as the patch is deployed to check if your game will be working as intended.

    Thank you for your continued patience.

    It’s a meaningless form response designed to make it look as though they’re assisting you when, in fact, you are being ignored.
  • 0Brooders0
    2188 posts Member
    @Benjamin766 there is no patch coming... that's a lie. :#

    You need to get a roll back on your game. Don't stop bothering them until you do. Especially with the next event hitting soon!
    Be a part of another EA endorsed TSTO fan site at www.tapped-out.co.uk :)
  • datasurgeon
    1878 posts Member
    As I have written before, it is most likely a hackers program inserting invalid values in other players database records. I will emphasis that it is not the victim using the hack program.

    EA may not want to acknowledge the existance of hack programs but they do exist. It may happen whether you are login or not. For example, you could be off line and the invalid variables are place in your servers database record. When you log on, EA does a sync, the invalid values are converted to empty string or zero. And you have your glitch

    It may or not be anything EA has done directly but any change forces the hack programmers to change their programs. To support this I recall, we had reports (and I experienced it also) of players getting messages that their other device didn't save their game even if they had no other device. Of course the advice was just click on keep playing.

    This may actually have been an earlier version of the glitch but whatever field EA uses to identify the last device that was played on was overwritten with invalid values. However by clicking on play now all the other bad values were also removed.

    Hackers will keep evolving their programs but they never QA (Quality Assurance) them.
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