bfgIlinalta
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3,223 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by bfgIlinalta on Aug 10, 17 1:55 PM
Hello Everyone,

Thank you for taking the time to report issues encountered with the PC version of Sunken Secrets. It sounds like some players are encountering issues with the game not starting after the update and some other issues that seem to be persisting past an update. I wanted to swim by real fast to clarify our contact us form and the need for a User ID, some steps that might help with the crashing players are seeing, as well as how to contact our Support Team for issues like this when they persist past suggested steps.

First, to clarify our form to contact the Sunken Secrets Support Team, we understand that sometimes players are unable to retrieve their User ID, or do not have it available to provide when first contacting us. It is not required to provide this ID, and if you are asked to provide it, it is fine to say you are unable to do so since it appears that this issue impedes providing that ID. We don't want players to have to wait for assistance, which is why we request that ID generally as that's usually what we need to provide further help. If you are unable to provide an ID, you can be assured that our Reps will still follow up to help as best they can without it.

I recommend players seeing trouble after installing the update and that haven't already to contact our Sunken Secrets Support Team with an explanation of what you are experiencing and seeing when trying to play the game. If you are able to provide your User ID, or have it available to provide, please do so, but it is not required to receive assistance should the game not be starting. Our Reps will be sure to follow up with requests as we receive them and will try to get in touch as quickly as possible.

Some players have already contacted our Support Team, and I want to thank you in advance for your patience as our teams get back in touch with a personalized response. Thank you as well to Guideo and TMGamer99 for swimming by with those suggestions and support. It's players taking the time to assist one another that helps make a game a great community, and I want to say I personally appreciate seeing players taking the time to assist one another when technical issues arise or there are questions.

 
bfgIlinalta
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3,223 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by bfgIlinalta on Aug 10, 17 1:56 PM
Rosis123, I apologize that you are seeing more issues with the game. I also want to thank you for your understanding that my translation of this paragraph below may have typos or grammatical errors. It sounds like there is some trouble with the display of some markets encountered or how items are displayed. If you could contact our Sunken Secrets Support Team with screenshots of what is being experienced with a description, that should help the teams investigating these issues. It would also help to provide a User ID when contacting our teams so they can follow up faster for this investigation. Thank you for your patience while our teams continue to look into those reported issues.


Rosis123, ich entschuldige mich, dass du mehr Probleme mit dem Spiel siehst. Ich möchte auch Ihnen für Ihr Verständnis danken, dass meine Übersetzung dieses Absatzes unten Tippfehler oder grammatikalische Fehler haben kann. Es klingt wie es gibt einige Schwierigkeiten mit der Anzeige von einigen Märkten begegnet oder wie Elemente angezeigt werden. Wenn Sie unsere Sunken Secrets Support Team mit screenshots von dem, was mit einer Beschreibung erlebt wird, die den Teams helfen sollte, zu untersuchen diese Probleme. Es würde auch dazu beitragen, eine User ID bei der Kontaktaufnahme mit unseren Teams, damit sie folgen können Schneller für diese Untersuchung.
Wir hoffen jedoch, dass sie bei Ihrer Reiseplanung weiterhilft.

Thank you all for your patience, and our teams will be sure to follow up with players seeing trouble with the recent update as soon as possible. If there are any further questions, please feel free to PM me or any of our other active Moderators. We are all happy to listen and help out as best we can.

bfgIlinalta

 

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by mirandashell on Aug 11, 17 1:38 AM
I've still not had a reply from the support team about the update problems. Is there any news?

 
mdpetdoc
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1,161 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by mdpetdoc on Aug 11, 17 8:46 AM
mirandashell wrote:I've still not had a reply from the support team about the update problems. Is there any news?
It usually takes 24 to 48 hours to get a response. Send a reply to every automated response you get or you may lose your place in the queue.

 
bfgBeruna
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1,497 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by bfgBeruna on Aug 11, 17 9:32 AM
Hello mirandashell,

Thanks for reaching out. I definitely want to ensure you receive a response to your inquiry, so I'll echo what mdpetdoc was gracious enough to supply. When a ticket is submitted to the Sunken Secrets Support Team, an automatic email is sent. By replying directly to this email, you'll escalate your inquiry with the Support Team.

We really appreciate your patience. Please PM me or another of the active Moderators if further questions arise. We're here to help.

bfgBeruna

 

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by starlightlynn30 on Aug 11, 17 3:14 PM
Now game will not load, just did the update, the icon will not show nor will it load, really? Restarted after trying to uninstall(said it was playing which it was not), Now it has crashed 3x on start up not sure why. Here is the crash info(all the same)

Crash report format: 1.1
Crash time: 11.08.2017 (18:22:55)
Time from start: 0:00:58
Current screen resolution: 1366x768

Exception: Access Violation (code 0xc0000005) at address 0x00a1ebce in thread 0x17a8
address: 0x00000048
access type: 'read'

Module: 'SunkenSecrets.exe' (0x00220000)
Logical Address: 0001:007fdbce

==== Image Help Stack Trace
0x00a1ebce(PC) 0x001cf66c(frame) wchar_t * AK::MemoryMgr::GetPoolName(long)+0x1e19de 'SunkenSecrets.exe'[0x00220000](0001:007fdbce)
StackWalk failed (error 299)
====

==== Intel Walk Stack Trace
0x00a1ebce(PC) 0x001cf66c(frame) wchar_t * AK::MemoryMgr::GetPoolName(long)+0x1e19de 'SunkenSecrets.exe'[0x00220000](0001:007fdbce)
0x00a27ed0(PC) 0x001cf850(frame) wchar_t * AK::MemoryMgr::GetPoolName(long)+0x1eace0 'SunkenSecrets.exe'[0x00220000](0001:00806ed0)
0x00c81162(PC) 0x001cf85c(frame) wchar_t * AK::MemoryMgr::GetPoolName(long)+0x443f72 'SunkenSecrets.exe'[0x00220000](0001:00a60162)
0x00c81a72(PC) 0x001cf86c(frame) wchar_t * AK::MemoryMgr::GetPoolName(long)+0x444882 'SunkenSecrets.exe'[0x00220000](0001:00a60a72)
0x00c818bd(PC) 0x001cf8a0(frame) wchar_t * AK::MemoryMgr::GetPoolName(long)+0x4446cd 'SunkenSecrets.exe'[0x00220000](0001:00a608bd)
0x00c55a23(PC) 0x001cf8e0(frame) wchar_t * AK::MemoryMgr::GetPoolName(long)+0x418833 'SunkenSecrets.exe'[0x00220000](0001:00a34a23)
0x00c3cacd(PC) 0x001cfaa8(frame) wchar_t * AK::MemoryMgr::GetPoolName(long)+0x3ff8dd 'SunkenSecrets.exe'[0x00220000](0001:00a1bacd)
0x00dcaa23(PC) 0x001cfaf4(frame) enum AKRESULT AK::MemoryMgr: etPoolName(long,wchar_t const *)+0x93d3 'SunkenSecrets.exe'[0x00220000](0001:00ba9a23)
0x7670495d(PC) 0x001cfb00(frame) BaseThreadInitThunk+0xe 'KERNEL32.DLL'[0x766f0000](0001:0000495d)
0x772698ee(PC) 0x001cfb44(frame) RtlInitializeExceptionChain+0x84 'ntdll.dll'[0x77220000](0001:000488ee)
0x772698c4(PC) 0x001cfb54(frame) RtlInitializeExceptionChain+0x5a 'ntdll.dll'[0x77220000](0001:000488c4)
Stack walk finished (NextFrame <= CurFrame)
====

EAX: 0x001ce8b4 ESP: 0x001ce67c ESI: 0x00000000 CS: 0023 ES:002b
EBX: 0x2dcef2f8 EBP: 0x001cf66c EDI: 0x0000af5d SS: 002b FS:0053
ECX: 0x00000001 EIP: 0x00a1ebce DS: 002b GS:002b
EDX: 0x00000003 Flags: 0x00010287

Windows Ver: Windows 8 (NT 6.2) Build 9200
'd3d9.dll' version: 6.3.9600.16384
'ddraw.dll' version: 6.3.9600.16384
'dsound.dll' version: 6.3.9600.16384

Crash report finished.CRASH_REPORT_FIN



Edited on 08/11/2017 at 3:33:26 PM PST


 
bfgBeruna
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1,497 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by bfgBeruna on Aug 11, 17 3:55 PM
Hello starlightlynn30,

I really want you to receive some help to prevent the game from crashing. The troubleshooting tools available to me in the forums are limited, so please contact our Sunken Secrets Support Team. They'll be the best equipped to provide further assistance. If it's available, please include your in-game ID with your inquiry.

Thanks for your patience, and please don't hesitate to PM me or another of the active Moderators if further questions or concerns arise. We're here to help.

bfgBeruna

 

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by mirandashell on Aug 12, 17 1:13 AM
Thanks for the replies but I haven't received the automatic email. Which is what is worrying me. I may not be in the queue at all.

And TBH, it's not a problem with me, it's a problem with the game. I would prefer they just get on and fix it.

 

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by SlavicCookingCom on Aug 12, 17 8:32 AM
If anyone is still using Win 7 and that was your original operation sys you can easily upgrade to Win 10. Your computer can and WILL run the upgraded OS. Very soon Microsoft will not support the older OS.

 
Rosis123
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82 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by Rosis123 on Aug 12, 17 11:35 AM
Gibt es diese Wochenende keine Tickets ???

Gruß


Is there no tickets for this weekend?

greeting

 
Rosis123
Lobster
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82 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by Rosis123 on Aug 12, 17 11:46 AM
Das übergehen auf WIN 10 ist es kein Problem, nur wenn wir nicht das 
WIN 10 kaufen und bleiben bei frei Version nutzt es überhaupt nichts weil
die Probleme bleiben.
Was die WIN 7 angeht, es wird schon lange gesagt das es keine Update 
geben wird das ist nur deswegen das die Leute die WIN 10 Kaufen.

Gruß

The passing on WIN 10 is not a problem, only if we do not
WIN 10 buy and stay at free version it does not use anything at all
The problems remain.
As for the WIN 7, it's been said for a long time that there is no update
Which is only for the sake of the people who buy WIN 10.

greeting

 
bfgBeruna
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1,497 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by bfgBeruna on Aug 12, 17 12:31 PM
Hello Everyone,

I'm here to help some more.

mirandashell: It sounds like a confirmation email hasn't been received, so I'd advise resubmitting a ticket to the Sunken Secrets Support Team after taking a few troubleshooting steps. It's possible that the web browser and the Big Fish Games website aren't communicating properly, so clearing the browser's cache might help with that. Further instructions can be found in the help page below.

Clear Browser Cache

I would also recommend trying to submit a ticket using a different web browser. Once contact has been made, the Support Team will be happy to address and help fix what's not working in the game.

Rosis123: Since I don't speak German fluently, I'll write a response in English and then translate it using Bing. I'll include the translated message below the one in English. Please forgive any grammatical errors.

For the time being, Weekend Events have been turned off. The teams behind the game are working hard to make improvements to this feature, and although the Moderation Team does not have information about when these events will be made available again, so I'm unable to provide more insight into that.

If any further assistance is needed, please contact our Sunken Secrets Support Team. They'll be happy to help. If it's available, please include your in-game ID in the inquiry.

German Translation

Da ich nicht fließend Deutsch spreche, schreibe ich eine Antwort auf Englisch und übersetze Sie dann mit Bing. Ich werde die übersetzte Nachricht unter dem in Englisch. Bitte verzeihen Sie jegliche Grammatik-Fehler.

Zum Zeitpunkt der Zeit wurden Wochenend-Veranstaltungen ausgeschaltet. Die Teams hinter dem Spiel arbeiten hart, um Verbesserungen an dieser Funktion zu machen, und obwohl das Moderation-Team nicht über Informationen, wenn diese Ereignisse werden wieder zur Verfügung gestellt werden, so dass ich nicht in der Lage, mehr Einblick in das zu bieten.

Edited on 08/12/2017 at 12:36:37 PM PST


 
bfgBeruna
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1,497 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by bfgBeruna on Aug 12, 17 12:35 PM
Falls weitere Unterstützung erforderlich ist, wenden Sie sich bitte an unser Vertiefte Geheimnisse Support Team. Sie helfen Ihnen gerne. Wenn es verfügbar ist, fügen Sie bitte Ihre in-Game ID in die Anfrage ein.

Vielen Dank für Ihre Geduld, und zögern Sie nicht, pm mich oder eine andere der aktive moderatoren, wenn weitere Fragen oder Bedenken auftreten. Wir sind hier, um zu helfen. (End of Translation)

Thanks for your patience, and please don't hesitate to PM me or another of the active Moderators if further questions or concerns arise. We're here to help.

bfgBeruna

Edited on 08/12/2017 at 12:37:30 PM PST


 
Rosis123
Lobster
Lobster
82 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by Rosis123 on Aug 12, 17 12:47 PM
bfgBeruna,

danke für so schnelle Antwort.

Gruß

bfgBeruna,

Thank you for so quick response.

greeting

 

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by becbee245 on Aug 13, 17 1:18 AM
I've never had a problem with the game but the recent update has messed things up. i cant get on the game and the icon has disappeared . i'm hoping that another update is coming to fix this

 

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by mirandashell on Aug 13, 17 9:20 AM
Becbee, you should be able to uninstall and reinstall now. I did it this morning and the game is now working.

And I reckon that someone couldn't be arsed to send an email to me. So I won't be fannying about doing anything to my computer. My browser cache gets cleaned often so it's nothing to do with that. It always amuses/annoys me how everything wrong with BFG gets blamed on the players....

Anyway, if one of the Mods could thank the Support Team for fixing the glitch that would be great. And then tell them not to do it again.

 

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by becbee245 on Aug 13, 17 2:45 PM
mirandashell wrote:Becbee, you should be able to uninstall and reinstall now. I did it this morning and the game is now working.

And I reckon that someone couldn't be arsed to send an email to me. So I won't be fannying about doing anything to my computer. My browser cache gets cleaned often so it's nothing to do with that. It always amuses/annoys me how everything wrong with BFG gets blamed on the players....

Anyway, if one of the Mods could thank the Support Team for fixing the glitch that would be great. And then tell them not to do it again.


i tried to uninstall it but it said the game was running, i restarted my computer and had the same problem. i was worried i would lose my progress if i uninstalled but im guessing i wont find out thanks anyway

Edit- i got it working ,turns out i needed to update my computer after i did it worked fine

Edited on 08/13/2017 at 3:55:33 PM PST


 

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by purpledaffodil on Aug 14, 17 9:57 AM
No Weekend Event with Ralfie for the last two weekends and today I sent a balloon off filled, it just came back with nothing. Really getting fed up now, are these issues bugs? If the balloons are coming back with no stones then there is no use playing the game. It's hard enough and takes so much time to fill them as it is without the slap in the face of no stones upon returning!

 
bfgBeruna
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1,497 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by bfgBeruna on Aug 15, 17 10:04 AM
Hello Everyone,

Thanks for your patience. I'm swimming over to provide more assistance.

mirandashell: I'm so sorry a response wasn't received but glad to hear your game is working again. Since the Moderation Team isn't able to determine why a ticket hasn't been received, we offer troubleshooting suggestions that have worked in the past. I sincerely apologize for providing steps that assigned blame.

becbee245: I want to ensure you receive help, so I'd suggest contacting our Sunken Secrets Support Team. They can provide more in-depth troubleshooting than we can here in the forums. If it's available, please include your in-game ID with the inquiry.

purpledaffodil: I completely understand wanting some help figuring out why the balloons didn't return with any rewards. It's possible this is a display issue, so I'd recommend updating the computer's video card driver. I'd also suggest running the game in administrator mode. Both steps should help the game and the computer work together more easily, and I've included help pages with those steps below.

Update Video Card Driver (Computer)
Run as Administrator (Computer)

Should the trouble persist, please contact the Sunken Secrets Support Team as well and include the in-game ID with the inquiry as well.

Thanks for your patience, and please don't hesitate to PM me or another of the active Moderators if further questions or concerns arise. We're here to help.

bfgBeruna

 

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by Zuzana1955 on Aug 17, 17 2:45 AM
i am working on the third palace piece, the lady in the balloon js right over the area i am working on. other players have the balloon just below the blacksmith. how do i get her to move? i have windows 10, 64 bit
id VNTBAAAA

Edited on 08/18/2017 at 8:16:01 PM PST


 
 
 
 
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