angels269
Starfish
Starfish
52 Posts

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

[Post New]by angels269 on Mar 13, 17 6:32 PM
bfgBellerophon wrote:Hi Everyone,

I wanted to pop in here and help address the posts in this thread. I'm sorry to hear that players are experiencing issues when trying to banish the Kroks or open up more areas. We definitely want to help get things up and running for players. The appropriate teams are aware of this issue and are actively investigating it. We apologize for any frustration this may have caused. Once any information is brought to our attention, we will update the forums to inform all the players.

If you would like to aid in the investigation, please contact our <a href="https://sunkensecrets.zendesk.com/hc/en-us/articles/115002370008">Sunken Secrets Support Team</a> as they have the tools to further assist. Please provide a screenshot of any error messages you are seeing, a <a href="https://bigfishgames.zendesk.com/hc/en-us/articles/229824447">Dr. Felix Diagnostic Report</a>, and your player ID. The support team has the tools to further assist and ensure that the appropriate teams get this important information. Just in case it's needed, I'll include a help page below on how to find your player ID:

<a href="https://bigfishgames.zendesk.com/hc/en-us/articles/230283348">What is an in-game ID?</a>

It is understandable having the question of which support team to reach out to RegnaHelena. Using either the more general contact form or the one specific to Sunken Secrets, our teams will receive both forms of inquiries. It is highly recommended to refer to the form specific to Sunken Secrets as this helps to centralize the game incidents more quickly.

Thank you for your patience and understanding. Please reach out to any of the <a href="http://forums.bigfishgames.com/posts/list/776178.page">Active Moderators</a> if you have any questions. We are happy to help in any way that we can.

bfgBellerophon


hi Sunshine here, I have tried to go to get help but dr. felix site says it is under contruction????
so Now what. I love the game but cannot go any further until something happens
to get rid of the evil ones as I call them.
Crash report format: 1.1
Crash time: 13.03.2017 (18:14:08)
Time from start: 0:10:13
Current screen resolution: 1440x900

Exception: <unknown> (code 0xe06d7363) at address 0x7467a832 in thread 0x418

Module: 'KERNELBASE.dll' (0x745a0000)
Logical Address: 0001:000d9832

==== Image Help Stack Trace
0x7467a832(PC) 0x0019e770(frame) RaiseException+0x62 'KERNELB

 
kbear1
Seahorse
Seahorse
31 Posts

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

[Post New]by kbear1 on Mar 13, 17 7:39 PM
Hello I am using Windows 10- The game keeps crashing every time I try to uncurse the last fresco. can somebody please help it's getting very annoying.

 

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

[Post New]by hoover4368 on Mar 14, 17 1:02 AM
cant open the fourth route.. everytime I try to use magic to open it my game crashes... HELP!

 

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

[Post New]by KathimacUNIVERA on Mar 14, 17 4:53 AM
Well, it's crashing again. Not fatally but like before it seems to happen when visiting other people's markets. There does seem to be a bit of a warning in the form of a lag before it happens. Also having problem for the first time buying things that don't show up in my inventory (there is room for them and double checking seller's market it shows I bought them). This has been happening a lot. I feel for the people who are new and pinching pennies to move ahead.

 
mdpetdoc
Parrotfish
Parrotfish
482 Posts

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

[Post New]by mdpetdoc on Mar 14, 17 6:46 AM
KathimacUNIVERA wrote:Also having problem for the first time buying things that don't show up in my inventory (there is room for them and double checking seller's market it shows I bought them). This has been happening a lot. I feel for the people who are new and pinching pennies to move ahead.

I started having problems today with buying things and them not showing up in inventory. There is sufficient money and storage for them. The seller's market shows I purchased them.

 
taz657
Jellyfish
Jellyfish
14 Posts

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

[Post New]by taz657 on Mar 14, 17 7:30 AM
This crashing when trying to remove Kroks has just started today for me. This is the error message I am getting
Crash report format: 1.1
Crash time: 14.03.2017 (09:25:39)
Time from start: 0:09:11
Current screen resolution: 1366x768

Exception: <unknown> (code 0xe06d7363) at address 0x7630c54f in thread 0x2e8

Module: 'KERNELBASE.dll' (0x76300000)
Logical Address: 0001:0000b54f

==== Image Help Stack Trace
0x7630c54f(PC) 0x0164e3e8(frame) RaiseException+0x58 'KERNELBASE.dll'[0x76300000](0001:0000b54f)
StackWalk failed (error 299)
====

==== Intel Walk Stack Trace
0x7630c54f(PC) 0x0164e3e8(frame) RaiseException+0x58 'KERNELBASE.dll'[0x76300000](0001:0000b54f)

There is more but I couldn't post

 
Witchy55
Lobster
Lobster
82 Posts

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

[Post New]by Witchy55 on Mar 14, 17 8:13 AM
FLYING CAKE keeps asking for help even though there is never anything which needs help once you get there.

Playing on PC.

 
forest1502
Seahorse
Seahorse
20 Posts

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

[Post New]by forest1502 on Mar 14, 17 8:58 AM
I play on PC. Currently level 86. On my deep dive, I cleared the second garden and received a second seahorse, but he has no home! When I click on him a blank box opens where the usual graphics/words are. He says he wants to get bricks, but can't!

 

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

[Post New]by seahorse1961 on Mar 14, 17 9:25 AM
Crash report format: 1.1
Crash time: 14.03.2017 (17:23:38)
Time from start: 0:00:31
Current screen resolution: 1366x768

Exception: <unknown> (code 0xe06d7363) at address 0x746724c2 in thread 0x1c88

Module: 'KERNELBASE.dll' (0x745b0000)
Logical Address: 0001:000c14c2

==== Image Help Stack Trace
0x746724c2(PC) 0x010fe6b8(frame) RaiseException+0x62 'KERNELBASE.dll'[0x745b0000](0001:000c14c2)
StackWalk failed (error 299)
====

==== Intel Walk Stack Trace
0x746724c2(PC) 0x010fe6b8(frame) RaiseException+0x62 'KERNELBASE.dll'[0x745b0000](0001:000c14c2)
0x54bc9339(PC) 0x010fe6f8(frame) _CxxThrowException+0x4e 'MSVCR120.dll'[0x54bb0000](0001:00018339)
0x55d53a3a(PC) 0x010fe714(frame) void std::_Xout_of_range(char const *)+0x2e 'MSVCP120.dll'[0x55d40000](0001:00012a3a)
0x017f5e56(PC) 0x010fe7b8(frame) void AK::MemoryMgr: tartProfileThreadUsage(long)+0x55db56 'SunkenSecrets.exe'[0x01230000](0001:005c4e56)
0x017d53cd(PC) 0x010fe888(frame) void AK::MemoryMgr: tartProfileThreadUsage(long)+0x53d0cd 'SunkenSecrets.exe'[0x01230000](0001:005a43cd)
0x01803435(PC) 0x010fe8e0(frame) void AK::MemoryMgr: tartProfileThreadUsage(long)+0x56b135 'SunkenSecrets.exe'[0x01230000](0001:005d2435)
0x019e76f7(PC) 0x010ff520(frame) wchar_t * AK::MemoryMgr::GetPoolName(long)+0x19a947 'SunkenSecrets.exe'[0x01230000](0001:007b66f7)
0x019e1414(PC) 0x010ff554(frame) wchar_t * AK::MemoryMgr::GetPoolName(long)+0x194664 'SunkenSecrets.exe'[0x01230000](0001:007b0414)
0x0177b11a(PC) 0x010ff584(frame) void AK::MemoryMgr: tartProfileThreadUsage(long)+0x4e2e1a 'SunkenSecrets.exe'[0x01230000](0001:0054a11a)
0x0177d4a5(PC) 0x010ff594(frame) void AK::MemoryMgr: tartProfileThreadUsage(long)+0x4e51a5 'SunkenSecrets.exe'[0x01230000](0001:0054c4a5)
0x01bf3c5c(PC) 0x010ff5a4(frame) wchar_t * AK::MemoryMgr::GetPoolName(long)+0x3a6eac 'SunkenSecrets.exe'[0x01230000](0001:009c2c5c)
0x01bf3730(PC) 0x010ff5b8(frame) wchar_t * AK::MemoryMgr::GetPoolName(long)+0x3a6980 'SunkenSecrets.exe'[0x01230000](0001:009c2730)
0x01bf3d94(PC) 0x010ff5c4(frame) wchar_t * AK::MemoryMgr::GetPoolName(long)+0x3a6fe4 'SunkenSecrets.exe'[0x01230000](0001:009c2d94)
0x01bf1d13(PC) 0x010ff5d0(frame) wchar_t * AK::MemoryMgr::GetPoolName(long)+0x3a4f63 'SunkenSecrets.exe'[0x01230000](0001:009c0d13)
0x01bf48a1(PC) 0x010ff620(frame) wchar_t * AK::MemoryMgr::GetPoolName(long)+0x3a7af1 'SunkenSecrets.exe'[0x01230000](0001:009c38a1)
0x01bf46f6(PC) 0x010ff6a8(frame) wchar_t * AK::MemoryMgr::GetPoolName(lon

 

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

[Post New]by Beagle1962 on Mar 14, 17 11:48 AM
fallen_unicorn wrote:This is one of the worst updates I have ever seen ! The graphics went to crap instead of getting better. Veggies look stupid now when they were fine before ! Though it may be nice not having basalt use up storage space, there is no challenge in the diving anymore. Amber bits are plentiful now. People be finished within a few weeks and be done with game. Nice move


My husband and I have commented to each other about exactly these things. We wondered why the change in vegie graphics. Before they looked more in line with the rest of the design, and now they seem much more exaggerated. As for the dives, I'm guessing it is a knee-jerk response to so many people complaining about how long the dives were taking, and how much basalt our inventories were holding. It seems like they implemented other extreme of the spectrum. With a magic limit over 9000, it takes me between 15 and 20 minutes to complete a dive--and there is absolutely no need for the sea horses with these changes, in my opinion.

I'd love to see the graphics go back to the way they were, but that isn't a game killer for me. What is disappointing is that there is considerably less challenge to dives. (This is, in part, about time management, after all.) I'd love to see a happy medium between the old way of diving and the new scenarios in terms of cost per section and time to complete each section. AND, I'm ready for the new sections of the Palace and Palace Yard to be ready any time....

All that being said, we still really enjoy playing this game. Eager for this fix for the crashing.

 

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

[Post New]by kookypookie on Mar 14, 17 6:47 PM
Beagle1962 wrote:
fallen_unicorn wrote:This is one of the worst updates I have ever seen ! The graphics went to crap instead of getting better. Veggies look stupid now when they were fine before ! Though it may be nice not having basalt use up storage space, there is no challenge in the diving anymore. Amber bits are plentiful now. People be finished within a few weeks and be done with game. Nice move


My husband and I have commented to each other about exactly these things. We wondered why the change in vegie graphics. Before they looked more in line with the rest of the design, and now they seem much more exaggerated. As for the dives, I'm guessing it is a knee-jerk response to so many people complaining about how long the dives were taking, and how much basalt our inventories were holding. It seems like they implemented other extreme of the spectrum. With a magic limit over 9000, it takes me between 15 and 20 minutes to complete a dive--and there is absolutely no need for the sea horses with these changes, in my opinion.

I'd love to see the graphics go back to the way they were, but that isn't a game killer for me. What is disappointing is that there is considerably less challenge to dives. (This is, in part, about time management, after all.) I'd love to see a happy medium between the old way of diving and the new scenarios in terms of cost per section and time to complete each section. AND, I'm ready for the new sections of the Palace and Palace Yard to be ready any time....

All that being said, we still really enjoy playing this game. Eager for this fix for the crashing.


I imagine the new graphics and time improvements were designed to make the game more appealing to children. My 11 year old was telling me yesterday that the dives still take a long time even with the changes. I had to go over it with her from start to finish without tending to other things on my island to show her the difference between 1.5 days and 15 minutes. It isn't a challenge anymore but it was a pain before when the decursing would finish at 3am while I'm asleep. I'd either have to get up in the middle of the night or start a new 7 hour decursing session in the morning after wasting 4 hours sleeping on it. It was never an option to pick a time to start the dive that would allow me to avoid wasting hours. It seems amber is the new basalt and magic stones are the new amber now. I finally got my lemon tree though, it was going to be weeks the way it was.

 
thistle809
Angelfish
Angelfish
1,079 Posts

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

[Post New]by thistle809 on Mar 14, 17 11:07 PM
The latest update has fixed my "Fresco Fiasco" and, for the moment, I am back in business.

Thank you devs for getting this done so quickly.

 

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

[Post New]by hoover4368 on Mar 15, 17 2:46 AM
thanx for fixing!!!!!

 
Wallula660
Seahorse
Seahorse
25 Posts

Please fix the pearl problem

[Post New]by Wallula660 on Mar 15, 17 4:43 PM
I have lost so many pearls, I've been up to 30 and my taping the pearl button by mistKe, a pearl is gone. Please Ask the question "so you want to spend a pearl" frustrating as hell. I had 5 this morning, I'm down to 0. Please!!!!!!!!!!!!!!!!!!!! Maybe you can move the pearls down to N area where you don't normLly press?

Edited on 03/15/2017 at 4:45:23 PM PST


 
bfgIlinalta
Moderator
Moderator
1,817 Posts

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

[Post New]by bfgIlinalta on Mar 16, 17 1:01 PM
Hello Everyone,

Thank you for your patience while the appropriate teams addressed the issue of Kroks causing a crash when being banished. Just in case players haven't installed it yet, an update was put out to assist with resolving this issue and I'd like to link to that announcement below:

NEW UPDATE available for Sunken Secrets (PC) - March 14, 2017

If you have trouble with the update, please be sure to contact our Sunken Secrets Support Team. They'll get back in touch as soon as possible to help out.

It sounds like the above update was able to resolve the issue for some of our players, and I want to thank those of you who have confirmed that with us here. We appreciate you taking the time to let us know that you can continue enjoying Sunken Secrets without those Kroks causing so much ruckus.

Wallula660, I want to thank you for taking the time to provide us this feedback and suggestion about using pearls. While the Forum Moderation Team cannot make changes in-game, we are able to provide suggestions such as these to the right teams so that they know what players would like to see in upcoming updates to the game. If there is an update made to the game, a moderator will be certain to announce it on our forums here.

I also want to thank players who have taken the time to provide feedback on the recent updates. I'll also be sure to pass these as well to the right teams so they know how players are experiencing the update.

If players need more assistance with Sunken Secrets, please don't hesitate to contact our Sunken Secrets Support Team with your in-game User ID. Our Reps are always happy to help out and will do their best to get back in touch as soon as possible.

Just in case it is helpful, the following page clarifies what a User ID is for Sunken Secrets and how to retrieve it in-game:

What is my in-game ID?

Thank you all for your time and patience. If there are any further questions, please feel free to PM any of our active Moderators. We're all happy to listen and help out.

bfgIlinalta

 
Rosis123
Starfish
Starfish
50 Posts

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

[Post New]by Rosis123 on Mar 17, 17 3:09 AM
Hallo,
als erstens möchte ich mich anschließen diesen Spieler die auch meinen das
vorherige Grafik viel besser gepasst hat als die jetzige.
Beim Level 125 geht es schon lange nicht weiter, mein Haupt Spieler
James hat von Anfang 125 und kommt auch nicht weiter, wie lange
sollte ich und noch mehrere Spiele die das auch haben spielen und andren
Spieler zu helfen ???
Außerdem da ich bemerkt habe das es mehrere Leute gibt die nur Deutsch
sprechen, die haben hier nur einmal geschrieben und keine Antwort bekommen,
aber ich gebe es nicht auf und ich bin nicht schuld das die Google Übersetzung
nicht 100% richtig übersetzt. Es gibt eine Mitarbeiterin die Deutsch versteht
leider ist Sie ganz schwer zu erreichen obwohl ich schon ganz viel Hilfe von Ihr
bekommen habe aber momentan geht das leider nicht, WARUM ??

Mit freundlichen Gruß
Still Hexe

Hello,
As first I would like to join this player who also mean that
Previous graphics much better than the current ones.
At Level 125 it is not a long time, my main player James has
from the beginning of 125 and does not come any further, how long
Should I and still several games the also have to play and andren
Player to help ???
Also since I noticed that there are several people the only German
Speak, they have written here only once and received no answer,
But I do not give it up and I'm not to blame the Google translation
Not 100% correctly translated. There is an employee who understands German
Unfortunately, you are very hard to reach although I have quite a lot of help from yours But it does not happen at the moment, WHY?

With friendly greetings
Still witch

 
bfgBellerophon
Moderator
Moderator
7,764 Posts

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

[Post New]by bfgBellerophon on Mar 17, 17 10:51 AM
Hi Rosis123,

Thank you for taking the time to post in German and English. I'm sorry to hear that there is some trouble receiving responses in German in the forums. Please keep in mind that the Sunken Secrets Support Team is separate from the Moderation Team. We definitely want to help get things up and running for you as well as answer questions in the forums with a translation system. If you write into the Support Team, there are representatives that have German as their native language.

In regards to your question of moving past Level 125, the teams continue to work hard to bring new content to the players. At this time, Level 125 is the maximum level that a player can achieve. Once we are aware of any updates that involves content and more levels, we will update the forums. In the meantime, players are encouraged to add items to their inventory.

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

bfgBellerophon

 
bfgBellerophon
Moderator
Moderator
7,764 Posts

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

[Post New]by bfgBellerophon on Mar 17, 17 10:52 AM
Hallo Rosis123 ,

Vielen Dank, dass Sie sich die Zeit genommen haben, in Deutsch und Englisch zu schreiben. Es tut mir leid zu hören, dass es einige Probleme gibt, Antworten auf Deutsch in den Foren zu bekommen. Bitte beachten Sie, dass das Sunken Secrets Support Team ist getrennt von Das Moderationsteam. Wir wollen definitiv helfen, Sachen auf und laufen für Sie sowie beantworten Fragen in den Foren mit einem Übersetzungssystem. Wenn Sie in das Support Team schreiben, gibt es Vertreter, die Deutsch als Muttersprache haben.

In Bezug auf Ihre Frage nach dem Fortfahren auf Stufe 125, die Teams weiterhin hart arbeiten, um neue Inhalte an die Spieler zu bringen. Zu diesem Zeitpunkt ist Level 125 der Höchstwert, den ein Spieler erreichen kann. Sobald wir uns über alle Aktualisierungen bewusst sind, die Inhalte und mehr Ebenen beinhalten, werden wir die Foren aktualisieren. In der Zwischenzeit werden die Spieler ermutigt, Gegenstände zu ihrem Inventar hinzuzufügen.

Vielen Dank für Ihre Geduld und Ihr Verständnis. Wenn Sie irgendwelche Fragen haben, fühlen Sie sich frei, PM mich oder irgendwelche der Active Moderators. Wir sind immer glücklich, in irgendeiner Weise zu helfen, dass wir können.

BfgBellerophon

Edited on 03/17/2017 at 10:53:43 AM PST


 
Rosis123
Starfish
Starfish
50 Posts

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

[Post New]by Rosis123 on Mar 17, 17 12:31 PM
bfgBellerophon,

ich bedanke mich für so ausführliche Erklärung, die
Übersetzung ist sehr gut.

Gruss

BfgBellerophon,

I thank you for such detailed explanation
Translation is very good.

Greeting

 
lois1231
Seahorse
Seahorse
23 Posts

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

[Post New]by lois1231 on Mar 19, 17 6:31 PM
Come on big fish. I thought the game was fixed now the crashing is starting again where it doesn't load. It better not be another month before we get a working game.

 
 
 
 
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