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

[Post New]by nickr63 on Jan 13, 17 8:05 AM
The page keeps freezing inbetween market places. This has been going on for a while now but definatly getting worse! windows 7 pc. if i have to start again i will delete it all and i dont want to do that. Updates done too.

 

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

[Post New]by dynomite11 on Jan 14, 17 2:38 AM
i contacted support 12 days ago, still no response, game crashes constantly before it even loads, i have tried EVERYTHING in previous posts and NOTHING worked to fix this issue, went so far as to leave my android off for a day and a half, has a full battery NO other games running only basic phone stuff running, tried uninstalling and reinstalling, phone is up to date so is the game (or so it says) and it still crashes 3/4 of the way in loading now this past 3 days it is doing the same thing on my computer...completely frustrated and ready to take a sledge hammer to everything electronic PLZ help

 
bfgPanthalassa
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Re:Please post any TECH ISSUES for Sunken Secrets(Mobile) here

[Post New]by bfgPanthalassa on Jan 14, 17 12:34 PM
Hi All,

I'm sorry to hear that people have been experiencing these problems in the game, and I wanted to stop by with some help.

nickr63, I understand that you're seeing the game freezing up when visiting other people's marketplaces on PC. Our teams are aware that some players have been experiencing this problem, and the Forum Moderation Team is continuing to pass along the reports of this from the forums so that we can make sure the appropriate teams are able to see them.

In the meantime, if you haven't done so already, we encourage contacting our Technical Support Team HERE with a Dr. Felix Report and your player ID. The information our Reps can gather from that report can be useful in technical investigations, and our Reps can also offer some customized troubleshooting steps. For information on locating that ID to send, I suggest checking out the following:

Finding Your In-Game ID

dynomite11, it sounds like your game has been crashing while it's loading, and I appreciate you taking the time to share which troubleshooting steps you've tried. I understand that you've already reached out to our Technical Support Team about this, and our Reps definitely wants to make sure that people's concerns are addressed.

I'm sorry to hear that you haven't yet received a response. Due to the number of emails they've recently received the Support Team's response time is a little longer than usual, and though there may be a delay in when they can get back to people they're working hard to reply to everyone as soon as they're able.

While waiting for a response, we do also ask that people please reply directly to any automated messages they receive. Those emails can be sent out in order to try and help people as quickly as possible, and our system will automatically close a ticket if we don't get a response back within a few days. Replying will let us know that the issue hasn't been addressed, and will also save your spot in line so that our Reps can get back to you as quickly as possible.

Edited on 01/14/2017 at 12:36:33 PM PST


 
bfgPanthalassa
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Re:Please post any TECH ISSUES for Sunken Secrets(Mobile) here

[Post New]by bfgPanthalassa on Jan 14, 17 12:36 PM
I do also want to mention that, in order to keep the forums organized and easy to navigate, we request that this particular thread please be reserved for technical issues on the mobile platform. If anyone comes across a problem on the PC platform they’d like to report, we invite you to post in the following discussion:

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

Thank you all for your patience. If anyone has any questions, please feel free to PM one of our active Moderators.

bfgPanthalassa

 
lois1231
Seahorse
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Re:Please post any TECH ISSUES for Sunken Secrets(Mobile) here

[Post New]by lois1231 on Jan 17, 17 9:17 AM
my game won't load on my pc today and the market was blank. My id is ZTDAAAAA. It loads partway and then stops

 

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

[Post New]by fallenskies on Jan 18, 17 7:33 AM
Day 3 and still no results in repairing the crash! I have sent a notice to the tech support team and I am awaiting their response. Fatal error message when trying to load this game and it will not allow you past this.

 
lois1231
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Re:Please post any TECH ISSUES for Sunken Secrets(Mobile) here

[Post New]by lois1231 on Jan 18, 17 9:10 AM
can't even get the stupid game to open. I have been playing this for awhile.

 
bfgPanthalassa
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Re:Please post any TECH ISSUES for Sunken Secrets(Mobile) here

[Post New]by bfgPanthalassa on Jan 18, 17 10:55 AM
Hi Everyone,

I wanted to stop in to offer help and information for these issues.

lois1231, I'm sorry to hear that there's been trouble opening the game on your PC. Our teams are aware that some PC players have been experiencing problems like this, and they're in the process of looking into the situation. Though the Forum Moderation Team doesn't receive information on the status of technical investigations, we'll be sure to update the following thread with any new details that are made available:

An Announcement regarding the PC Update of Sunken Secrets. - December 18, 2016

fallenskies, it sounds like you're experiencing a fatal error on the PC version of the game, and I encourage keeping an eye on that above thread for any new information about this issue. In the meantime, if anyone is come across crashing or errors like these, we encourage contacting our Technical Support Team HERE with a Dr. Felix Report and the player ID from the game.

Our Reps definitely want people to be able to enjoy their games, and are always happy to help. They have the tools to gather data and information on problems in order to pass it along to the right team, which can be helpful for investigating ongoing issues.

The Forum Moderation Team completely understands wanting to get help for these kinds of problems, and we certainly appreciate everyone who's taken the time to report them here. However, we do also ask that this thread please be reserved for issues on the mobile platform of the game. If anyone comes across a problem or glitch with the PC platform, we welcome you to instead post in the following thread:

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

Thank you for your understanding. If anyone has any questions, please feel free to PM one of our active Moderators.

bfgPanthalassa

Edited on 01/18/2017 at 10:55:43 AM PST


 
kiki5621
Minnow
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Re:Please post any TECH ISSUES for Sunken Secrets(Mobile) here

[Post New]by kiki5621 on Jan 19, 17 6:54 PM
The Help Page is not that helpful. My game crashes my computer periodically. Is there a fix for this?

 
bfgBellerophon
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Re:Please post any TECH ISSUES for Sunken Secrets(Mobile) here

[Post New]by bfgBellerophon on Jan 20, 17 9:07 AM
Hi kiki5621,

Thank you for taking the time to post in the forums. I'm sorry to hear that the help pages haven't helped to resolve your crashing issue. Since it sounds like further troubleshooting is needed on your PC, please reach out to our Technical Support Team with a Dr. Felix Report. If you are able to get into your game for the player ID, that would be helpful as well. Just in case it's needed, I'll include a help article below on how to obtain this information:

Finding Your In-Game ID

Since you are referring to issues on your PC, we do ask that players post in the designated technical issues thread. Please keep in mind that this thread is specific to the mobile platform. Below is a link to the PC platform thread:

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

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

bfgBellerophon

 

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

[Post New]by Jxmille on Jan 20, 17 2:09 PM
I play on my iPad and have been having trouble with the game not saving where I am, for instance starting the amber being made and when I come back to the game it's not there. I've done it twice today. It is becoming frustrating.

 
bfgIlinalta
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Re:Please post any TECH ISSUES for Sunken Secrets(Mobile) here

[Post New]by bfgIlinalta on Jan 22, 17 3:54 PM
Hello Jxmille,

Before I start, I want to welcome you to the forums, and also to apologize that the game seems to not be saving your progress. The first thing I recommend is seeing if the issue can be resolved with the following preliminary troubleshooting steps, and after that I will provide a way to contact our Support Team just in case.

In this particular instance, I would see if using some of the suggestions on the following page is able to help here:

General Help for Mobile Free to Play Games

If the game continues to not save your progress, I recommend contacting our Technical Support Team HERE with your in-game ID, the model of the iPad seeing this issue, and what version of iOS the device is running. Our Reps are always happy to provide additional support for our games and will do their best to get back in touch as soon as possible.

Just in case it is helpful, the following guide details where to find an in-game ID in our games: Finding Your In-Game ID

Thank you for your patience, and if there are any further questions, don't hesitate to contact any of our 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(Mobile) here

[Post New]by Moon_Crafter on Jan 24, 17 6:44 AM
I am having a problem on my android phone. I only recently started playing the game and am only on level 14. I saw the arrow pointing to the market and as usual, I clicked on the icon. The first tab is open and the water drop tab is marked letting me know the newly available item is under that tab. Thing is that I can't get ANY other tabs to open! I can scroll up and down the tab that begins with the farming plots but I can't get any other tab to respond. I've used the market several times while getting to level 14 and I don't know why I'm suddenly having a hard time. Tips? Ideas?

 
bfgPanthalassa
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Re:Please post any TECH ISSUES for Sunken Secrets(Mobile) here

[Post New]by bfgPanthalassa on Jan 25, 17 12:50 PM
Hi Moon_Crafter,

It sounds like there's been some trouble selecting other tabs in the in-game Store, and I'm sorry to hear this. There are a few different reasons that this may occur, and our help articles may be able to assist in getting this worked out. I encourage trying the steps under the Game crashing, freezing, or not working section of the following, which can help when features in a game aren't responding properly:

General Help for Android Games

If this problem continues I recommend contacting our Technical Support Team HERE with your player ID and a screenshot of the Store page if you're able. Our Reps are able to offer customized assistance in a variety of different situations, and they're always willing to help as much as they're able. Steps for locating that ID and for taking a screenshot can be found in the following help articles, if needed:

Finding Your In-Game ID
Taking a Screenshot

Thank you for your patience, and I hope that this was able to help. If you have any questions, please feel free to PM one of our active Moderators.

bfgPanthalassa

 
Jillmore
Guppy
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183 Posts

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

[Post New]by Jillmore on Jan 26, 17 2:26 PM
Jxmille wrote:I play on my iPad and have been having trouble with the game not saving where I am, for instance starting the amber being made and when I come back to the game it's not there. I've done it twice today. It is becoming frustrating.


I play on iPad too, been playing for along time now, it's been doing this for along time now, it seems if you wait awhile and do nothing before exiting the game, it will save but if you exit the game right after planting or making things, it will not save what you have just done.

I wait awhile, just looking around my Ireland before exiting, this seems to work.

Happy gaming

 
bfgBellerophon
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Re:Please post any TECH ISSUES for Sunken Secrets(Mobile) here

[Post New]by bfgBellerophon on Jan 27, 17 9:41 AM
Hi Jillmore,

Thank you for taking the time to post in this thread what has helped save your progress. It is indeed recommended for players to wait a short period of time before closing out of the game. This will help the servers and the game sync the progress. If progress continues to be lost, please reach out to our Customer Support Team with your player ID, device information, and details of what should be in your game. The support team has the appropriate tools to look into this for you. Just in case it's needed, I'll include a help article below:

Finding Your In-Game ID

Thank you for your patience. Feel free to PM any of the Active Moderators if you have any questions.

bfgBellerophon

 

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

[Post New]by zodiacbreeze on Jan 28, 17 3:22 AM
I have not been able to play the game since the Christmas update,just after that update went live my game started having issues then it started loading only half way and froze,I posted all information as asked,sending copies of feed back messages when game crashed but was unable to post ID as game didn't load,so was unable to send report to Technical Support Team with a Dr. Felix Report,I tried all the HELP suggestions on Help page,I have done everything the moderator suggested /requested none worked and I am still unable to play. People that are only now having problems,or are still playing don't know how lucky they are,I am still waiting for HELP to play my game,even an email or information would have been nice to receive,anything instead of silence.I have been very patient,waiting uncomplaining,I don't feel that we have had any real help with these issues,although myself and others have done everything asked of us,HOW MUCH LONGER MUST WE WAIT???

 
bfgIlinalta
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Re:Please post any TECH ISSUES for Sunken Secrets(Mobile) here

[Post New]by bfgIlinalta on Jan 30, 17 5:07 PM
Hello zodiacbreeze,

Thank you for your patience while waiting on a response. I'm sorry to hear that there has been some trouble with the game and that our suggestions haven't seemed to help with the freezing that seems to occur and the game not loading. We absolutely want to help with this issue as best we can, and since it seems the preliminary suggestions were unable to help, the best option is to contact the Support Team, even without your in-game ID.

What I recommend is definitely reaching out to our Support Team HERE. Even if you are unable to find that in-game ID, our Reps would still like to try to assist as best they can with the issues being experienced.

It would be helpful to them to provide what model of device you are seeing this trouble on, what version of operating system the device is running, as well as a timeline of what you experienced so they can provide as much help as possible. They should be able to get back in touch soon, but if you receive an automated response that doesn't seem to address the issue being seen, please be sure to directly reply to that email. By directly replying to that response, you retain your place in queue while also alerting the request system and our Reps that more assistance is necessary.

Thank you for your patience, and I hope this is helpful. 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(Mobile) here

[Post New]by Kimmersv267 on Jan 31, 17 6:58 AM
Can you change it so we can follow more people,like unlimited plz,

 
bfgBellerophon
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7,517 Posts

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

[Post New]by bfgBellerophon on Jan 31, 17 8:37 AM
Hi Kimmersv267,

Welcome to the forums! It is understandable wanting to be able to follow more people in your Sunken Secrets game. Since the Moderation Team doesn't have the tools to manually make changes within our games, I've gone ahead and passed this suggestion to the Sunken Secrets team. Thank you for taking the time to post in the forums. Please keep in mind that we ask this thread be designated specifically for technical issues on the mobile platform.

Thank you for your understanding. Feel free to PM any of the Active Moderators if you have any questions, concerns, or suggestions. We are happy to help in any way that we can.

bfgBellerophon

 
 
 
 
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