bfgPanthalassa
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Re:Post your Midnight Castle (iOS) Technical Issues Here Only!

[Post New]by bfgPanthalassa on Mar 11, 17 12:04 PM
Hi AuntieRoo,

I'm sorry to hear that there's been some trouble staying signed in to your Big Fish Games account. Thank you for taking the time to let us know the steps you've already tried!

There are a few different reasons this may be happening, and since it's still occurring I recommend contacting our Midnight Castle Support Team with your player ID and info about whether you're signing in through a browser or through the Big Fish Games app. Our Reps have access to the tools needed to provide customized assistance, and they're always happy to help as best they can. Information for locating that ID can be found on the Midnight Castle Support Team page.

Thank you for your patience, and I hope that this information has been able to help.

bfgPanthalassa

 
Desertdruid
Salmon
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2,982 Posts

Re:Post your Midnight Castle (iOS) Technical Issues Here Only!

[Post New]by Desertdruid on Mar 14, 17 5:13 PM
The download of the update is stuck on 120 of 270. There has been absolutely no progress for over an hour now. I have closed the app & reopened it several times, but it hasn't helped. Sometimes I don't get in at all, just "no connection", sometimes it goes back to the download counter that is now saying 0 of 150.
I will shut off my phone now & restart it in a few minutes, then try again.
Druid iPhone SE, iOS version 10.2.1

Edited on 04/17/2017 at 5:08:02 AM PST


 
bfgPanthalassa
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Re:Post your Midnight Castle (iOS) Technical Issues Here Only!

[Post New]by bfgPanthalassa on Mar 14, 17 5:33 PM
Hi Desertdruid,

I'm sorry to hear that there's been some trouble downloading the recent update of the game. It sounds like there may be some connectivity issues interfering with the download, and to help address this I encourage checking out the help article I've included below:

Connection Issues

If this problem continues, the best thing to do is to contact our Midnight Castle Support Team with that player ID. Though I'd like to be able to help here, the forums simply don't support the necessary tools. While this is the case, one of our Reps will be happy to help, and they're able to provide additional support.

Thank you for your understanding and patience. Please feel free to let myself or another one of our active Moderators know if you have any questions or concerns.

bfgPanthalassa

 
Awgeez
Jellyfish
Jellyfish
12 Posts

(iOS) Technical Issues - can't select or get search results for puzzle rewards

[Post New]by Awgeez on Mar 15, 17 7:19 AM
When playing puzzle, you are prompted to select rewards. I routinely enter the word "egg" in search field and then pick the ones I need. Now, tho, this doesn't work. I pick one egg and then the search items that were found all disappear. I enter the exact name of egg I want and it will not show it as an option. This is a bug. I retried, reentered, rebooted, you name it but same thing happens. I'm unable to select more than one egg.

 
Desertdruid
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2,982 Posts

Re:Post your Midnight Castle (iOS) Technical Issues Here Only!

[Post New]by Desertdruid on Mar 15, 17 8:56 AM
Thanks bfgPanthalassa, it finally finished after restarting my iPhone. I often have huge connection issues around GMT Midnight. I guess everyone is trying to get in all at once.

Awgeez, I'm sorry to tell you it's not a bug - they changed the way the puzzle game works with the last update. Now you can only pick 1 egg, or 1 of any item, per puzzle. And if you win it, you can't pick it again on the other puzzles. Same with stamps. Not sure about food - I haven't tried that.
Just pick a few inventory items you know you'll need.

 

Re:Post your Midnight Castle (iOS) Technical Issues Here Only!

[Post New]by Kirk56 on Mar 15, 17 1:37 PM
In the new Arsenal HOS, the Bat image has been replaced by a second Dreamcatcher image. You might want to put this right!

 
bfgBellerophon
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8,031 Posts

Re:Post your Midnight Castle (iOS) Technical Issues Here Only!

[Post New]by bfgBellerophon on Mar 16, 17 10:31 AM
Hi Everyone,

I just wanted to pop in here and thank players for taking the time to post in this thread. Thank you Desertdruid for taking the time to help clarify Awgeez's question. It is definitely appreciated.

Kirk56, welcome to the forums! Thank you for letting us know about the Arsenal hidden object scene. The appropriate team are aware and once any information is brought to our attention, we will update the forums. Please refer to the following announcement:

An Announcement Regarding the Blacksmith in Cloud City and the Arsenal HOS- March 15, 2017

Thank you for your patience and understanding. If you have any questions or concerns, feel free to reach out to any of the Active Moderators. We are happy to help in any way that we can.

bfgBellerophon

 

Re:Post your Midnight Castle (iOS) Technical Issues Here Only!

[Post New]by AnotherAnne on Mar 17, 17 4:33 PM
Hi, my ID is i1183633. I keep logging into the game, but for what ever reason losing connection, and therefore losing any progress. It's got to the point I don't want
To play any more because I get nowhere. Do you know what can be done to stop this happening?
Anne

 
Desertdruid
Salmon
Salmon
2,982 Posts

Re:Post your Midnight Castle (iOS) Technical Issues Here Only!

[Post New]by Desertdruid on Mar 18, 17 12:57 PM
Hi Anne, I was having major "no connection" issues around that time, too. It frequently happens when it gets close to the new day & for awhile after. I think it's because so many of us are trying to get in all at once. That's never been officially confirmed, but it makes sense.

The only thing I have found that helps is moving to a different part of the house to get a stronger signal. But sometimes, not even that helps. In that case, I just close the app & go do something else (make dinner usually), & try again later.

I also pay attention while I'm in the game to the leaderboard when completing a HOS - if I'm the only one on it, I know my connection is getting weak & I need to get out & close the app so it will save my progress.

Good luck!

 
bfgIlinalta
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2,027 Posts

Re:Post your Midnight Castle (iOS) Technical Issues Here Only!

[Post New]by bfgIlinalta on Mar 19, 17 3:25 PM
Hello AnotherAnne and Desertdruid,

I'm sorry to hear that there seems to be a loss of connection every so often and even sometimes a loss of progress while playing the iOS version of Midnight Castle. We definitely want players to not lose their progress while playing and I wanted to provide a few preliminary troubleshooting steps that may help as well as how to contact our Midnight Castle Support Team for more assistance.

I want to thank you Desertdruid for your suggestions for a weaker connection such as moving close to a wireless source for a stronger signal and even stopping play for a while and returning to it later if a connection seems to be having trouble remaining consistent. Midnight Castle requires a constant, steady connection to play smoothly, and interruptions to a connection may cause these unusual connectivity issues.

I definitely recommend making sure that the device is close to the source of internet connectivity if playing using wi-fi to ensure the strongest connection locally. It's also good to know that weaker connections or connections that are becoming less consistent may display a leaderboard with only your player profile on it. Thank you for sharing!

If you'd like to provide information about what is being experienced to help our teams investigate this issue further, I recommend contacting our Midnight Castle Support Team with your in-game Friend Code (FC or User ID). It would also help to provide the model for the device seeing the issue and the version of operating system it is running. Our Reps are always happy to help out and will do their best to get back in touch as soon as possible. If they do not have further troubleshooting to provide, they'll be certain to pass along provided information to the right teams for further investigation.

Just in case it is helpful, the following article explains what a Friend Code in Midnight Castle is as well as where to find your profile's Friend Code:

What is my Friend Code?

Thank you for your time and patience. 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:Post your Midnight Castle (iOS) Technical Issues Here Only!

[Post New]by _phoenix on Mar 21, 17 6:19 AM
I'm playing on iOS, level 75. Since the latest update, I haven't been able to giftsomeof my friends (no arrow on their profile pic) even though they are sending me gifts, so I doubt there's nothing in their wish lists. Meanwhile, with other friends, I'm being told they don't have a private room yet, even though I know they do, and they are on level 60 or over. Makes me wonder what's happening with my profile in their gameplay....
I've reported the issue and am waiting for a reply, or even better, maybe a solution.

 

still can't send gifts to most friends

[Post New]by Ljj0217 on Mar 21, 17 3:21 PM
Hi- I can now send gifts to some friends on my list, but most do not have the arrow to let me see their list. This is true even on those that are sending them to me first. This has bee this way since the trouble a sort time back with the lists and rooms. Which reminds me- I still get the message that most friends don't have a private room yet when they used too.
Appreciate any help as I feel bad getting gifts and not being able to return them.

 

Re:Post your Midnight Castle (iOS) Technical Issues Here Only!

[Post New]by Luddite on Mar 23, 17 11:23 AM
Entered the Blacksmith shop and the blacksmith has no head/face. Where his head/face should be is entirely black/absent. I took a photo with my iPhone but don't see a way to share it with you as an attachment. If you would like to see the photo let me know how to share it with you. Thanks for a great game.

 
bfgBellerophon
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8,031 Posts

Re:Post your Midnight Castle (iOS) Technical Issues Here Only!

[Post New]by bfgBellerophon on Mar 23, 17 12:45 PM
Hi Everyone,

I wanted to pop in here and thank players for posting what is occurring within their games. We definitely want to help get things up and running as they should.

_phoenix, welcome to the forums. Thank you for letting us know that you have reached out to the Midnight Castle Support Team. A representative will be with you shortly. It is possible that there has been a miscommunication between the server and the Midnight Castle games. To help resolve this, we’re recommending that players follow the steps I’ve included below. Doing this will make sure that your wish list and Private Room are saved and showing up properly for other players in the game:

- Open your wish list in the game. If it isn’t appearing, simply add back the items that were on it before.
- Go to your Private Room and make a small edit, such as temporarily changing a placed item or editing the name of the room. This will make sure it’s saved correctly so that other people can visit it.


Ljj0217, please also refer to the steps above with the issue you are experiencing. If you continue to have issues, feel free to reach out to our Midnight Castle Support Team with your player ID and details of what you are seeing. Just in case it's needed, I'll include a help page below:

What is an in-game ID?

Luddite
, I'm sorry to hear that you are experiencing a display issue with the Blacksmith in Cloud City. The appropriate teams are aware of this issue and are currently investigating. It is recommended to refer to the following announcement for more information:

An Announcement Regarding the Blacksmith in Cloud City and the Arsenal HOS- March 15, 2017

Thank you everyone for your patience and understanding. If you have any questions, feel free to PM any of the Active Moderators. We are happy to help in any way that we can.

bfgBellerophon

 

Puzzles

[Post New]by PeterPandora on Mar 29, 17 10:00 AM
I've had trouble with the Febr update regarding the jigsaw puzzle pieces in Midnight Castle. This new aspect of the game did not take effect leaving me with no puzzles pieces, no puzzle icon etc. I've reached out to the support team but have had NO successes. It's like talking to a preprogrammed help desk, giving me the same advice over and over without results. Compensating me with diamonds doesn't solve my problem. Please advise.
My player id is: i1429725

Edited on 03/29/2017 at 10:05:47 AM PST


 
bfgBellerophon
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8,031 Posts

Re:Post your Midnight Castle (iOS) Technical Issues Here Only!

[Post New]by bfgBellerophon on Mar 29, 17 11:31 AM
Hi PeterPandora,

I'm sorry to hear that there is some issue with the puzzle aspect in your Midnight Castle game and reaching out to the Midnight Castle Support Team. I was able to reach out to this specific Support Team and it looks like you have been working with a representative on this issue. If you feel that your issue hasn't been resolved, please reply directly to the emails received from Support so that the rep can further assist. Please keep in mind that the forums aren't equipped with the appropriate tools to troubleshoot this issue. The Support Team is always willing to help where they can and pass along any information to the appropriate teams.

Thank you for your patience and understanding. If you have any questions, feel free to PM me or any of the Active Moderators.

bfgBellerophon

 

Enchanted Amulets

[Post New]by etgohome21 on Mar 30, 17 5:54 PM
I have not been able launch any amulets since inception. I am on level 76 so I play quite often. Does anyone have any suggestions. Thank you.

 
bfgPanthalassa
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Re:Post your Midnight Castle (iOS) Technical Issues Here Only!

[Post New]by bfgPanthalassa on Mar 31, 17 3:34 PM
Hi etgohome21,

I understand that there's been some trouble using Amulets in the game. Those Amulets should be able to be activated from the Enchanted Amulet window in the game by using Energy.

When a technical issue is preventing a feature in the game from being used the Forum Moderation Team encourages taking a look at our help articles. I've gone ahead and included a help article below that can be useful in a variety of different situations, and I suggest giving the steps it includes a try:

Crashing, Freezing, Game Won't Open (iOS)

If this problem continues the best thing to do is contact our Midnight Castle Support Team with your player ID and details about what specifically is occurring in the game. One of our Reps will be more than happy to assist as much as they're able. Some info for locating the game ID can be found by visiting that Support Team page, if it's needed.

Thank you for your patience.

bfgPanthalassa

 

Re:Post your Midnight Castle (iOS) Technical Issues Here Only!

[Post New]by bcontois62 on Apr 1, 17 4:04 AM
I too am having the same Wishlist/Gifting issue Ljj0217 is having. I have followed the steps and have also been in touch with Technical Support. I know we received a message from the Mailman with the reset instructions. Maybe a global message could go out again from the Mailman as a reminder? I am receiving gifts from my friends who have constantly given. However, I cannot reciprocate or enter rooms that I always have. I do still receive the message that the friend does not have a private room when they always did.

 

Re:Post your Midnight Castle (iOS) Technical Issues Here Only!

[Post New]by CCGdolphin on Apr 2, 17 6:35 AM
Hi all of you still having problems sending gifts to friends. I too can only send from less than half of mine since late February. I've done all that has been suggested and eagerly await a permanent solution. Especially if the Spring update is soon pending. I want to see all my friends rooms to help whenever possible. Now many messages still say they have no rooms andI know that isn't true. Thanks for helpful suggestions.

 
 
 
 
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