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

[Post New]by Time_Lord10 on Aug 3, 17 8:49 AM
Hello. I am having the same issue as a lot of users as far as the game crashing and then losing my progress. It has been reported MANY times so I'm not going to go into all the details.
I have been playing for over two years and I have always had this problem. I play on an Acer Iconia One 10 and also a Kindle Fire HD 7. Both devices have the same issue.
Obviously the issue is not going to go away but I would love if we could have a save button so that we have some power to save our progress before it crashes. I know that this has been suggested before but it seems it has been over looked.

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

[Post New]by bfgBeruna on Aug 3, 17 12:56 PM
Hello Time_Lord10,

Thanks so much for reaching out, and I'm sorry game progress has been lost so often. Let's see what we can do to fix this.

Just in case they haven't been tried yet, I want to recommend the steps we've suggested to other players experiencing this issue.

When a game crashes and progress isn't saved, it's usually helpful to close all of the other apps running in the mobile device's background. This ensures your game can access all of the resources it needs to operate smoothly. We also suggest restarting the device after closing other apps. The help pages below contain instructions for those respective processes.

Force Close Applications (Android)
Restart Device (Android)

If those steps have been tried or don't work, please contact our Midnight Castle Support Team. They'll be the best equipped to provide further troubleshooting help. If it's available, please include your Friend Code with your inquiry.

Thanks for your patience, and please don't hesitate to PM me or another active Moderator if more questions come up. The Moderation Team is here to help however we can.

bfgBeruna

 
Gemmam77
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Re:Post your Midnight Castle (Android) Technical Issues Here Only!

[Post New]by Gemmam77 on Aug 3, 17 1:48 PM
Hello bfgBeruna,
With the best will in the world I want to say that the recommendations you give do not work at all, they only add to the frustration many players are experiencing.
I recently bought a new Android device & whilst it hasn't crashed yet like my other one did, there are most definitely quirks in the system, such as when I try to change my wish list it freezes exactly the same as my old device, this proves that the fault is in your system & not in our devices as you are so happy to point out.
All these issues started with the last Christmas update, there have been so many complaints about various issues that started around that time that it is really irresponsible, ignorant & blasa to ignore all these genuine player complaints.
Please feed this back to the developers as I know it is not your fault but it needs to be addressed, I wonder if we were PC or iPad players wether you would palm us off so easily.

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

[Post New]by bfgBeruna on Aug 3, 17 2:48 PM
Hello Gemmam77,

Thank you so much for writing back to me. I'm sorry these steps haven't been effective. I completely understand how being told to do the same steps repeatedly without results would add to frustration with a game that's not working, too.

In the past, these instructions have helped other players with similar troubles, which is why we continue to offer them. The forums are also not an ideal place to troubleshoot as the tools available to us are limited. That said, the Moderation Team always wants to advocate for our players, so I'll definitely pass this feedback along.

Our Midnight Castle Support Team will be the best equipped to provide further troubleshooting assistance. Please include your Friend Code in your inquiry. It'd also be helpful to explain that the typical suggestions haven't worked so the Support Team will know to offer new recommendations.

Thank you again for your patience and understanding. The other active Moderators and I are always available via PM. Good luck and best wishes to you.

bfgBeruna

 
Kimball321
Starfish
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41 Posts

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

[Post New]by Kimball321 on Aug 8, 17 12:38 AM
No matter what I do with the help of customer service I still have the problem of game crashing this has been going on since the May up date though I did have problems on my old kindle from the Xmas update this has to be a problem with the big fish apps also I am fed up with the constant interruptions for adverts this seems to be happening lots of times every day which is making the game harder to play what with the constant crashing regards chris

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

[Post New]by bfgBellerophon on Aug 8, 17 8:55 AM
Hi Kimball321,

I'm sorry to hear that your game continues to crash when interruptions such as in-game advertisements appear. While the Moderation Team doesn't have the ability to make any changes in the game, we will be sure to pass along this feedback to these specific videos. It is highly stressed to continue to work with the Midnight Castle Support Team regarding your crashing issues as we want to help get you back to playing your game. The Support Team has the tools to continue to troubleshoot and provide the information from your ticket to the appropriate Midnight Castle team for investigation.

Thank you for your patience. 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

 

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

[Post New]by Molly_Weasley on Aug 13, 17 9:21 AM
Game did an update on my kindle fire and now it has started from scratch losing all my progress.

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

[Post New]by bfgIlinalta on Aug 13, 17 3:48 PM
Hello Molly_Weasley,

I'm sorry to hear that there was a loss of progress while playing the Android version of Midnight Castle. Since it sounds like more assistance is necessary to help here, what I will do is provide the steps to take to contact our Support Team.

For any problems that continue after trying those steps, we recommend contacting our Midnight Castle Support Team with the Friend Code of the original progress, if it is available, as well as the Friend Code currently being seen. If you are unable to provide the original Friend Code, please provide as much detail about that progress as possible, such as the level of the progress, how many coins and diamonds it has approximately, the username for the progress, as well as an approximate list of earned avatars, items, and pets. Our Reps are always happy to help out and will do their best to get back in touch as soon as possible.

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

 
athwick
Guppy
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114 Posts

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

[Post New]by athwick on Aug 15, 17 8:54 AM
Not sure if this is purely an android problem or if all platforms might be experiencing it. Lately I have been only able to gift 4 times in a gifting period before I'm told I can't gift anymore. I keep a list, so I know who I gifted. When this happens, my friends list shows duplicates of the friend I have just gifted, and I guess the game is counting both of them. It happens only sometimes and on more than one device.

Also for a long time now, my friends list "drops" some friends during play, and I have to exit the list and enter it again to find the friend. This problem is common and persistent. I have only a modest number of friends, not hundreds either.

 
bfgBeruna
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629 Posts

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

[Post New]by bfgBeruna on Aug 15, 17 10:27 AM
Hello athwick,

Thanks for reaching out. I want to make sure you receive help with figuring out why the game counts your gifts twice, and I believe the Midnight Castle Support Team would be best equipped to provide that troubleshooting assistance. Please reach out to them and include your Friend Code with the inquiry.

I really appreciate your patience and encourage you to PM me or another active Moderator if further questions arise. We'll be glad to help.

bfgBeruna

 
Susanna502
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113 Posts

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

[Post New]by Susanna502 on Aug 16, 17 3:12 AM
My game isn't crashing or anything. I'm just concerned this problem could get worse. It may be a problem with my phone. Hope you can tell me if you have ever heard of this before. I recently got a new phone. Customer Service was really great about transferring my game (Susanna - a 864522 - level 54). The old phone is still usable, so I started a new game (Juliana - a 704819 - level 22). Just to be clear: my old game is on the new phone and the new game is on the old phone.

The problem is on my new phone. As I play it slows down. A few areas at first then more. If I back out to my phone screen and then back in to the game it is fine again. Example: In the lab, after I hit the Craft button, everything goes in slow motion. The wheels turn more slowly and the action does not match the sound effects. It takes longer for the action to complete. Similar thing on the Wheel of Fortune. It works, but is visibly slower and does not match the sound effects. If I continue to play, more areas are affected. If I back out to the phone screen and then go back to the game everything is fine, but the slowdown occurs again after a few minutes.

Anyway, I was wondering if you have ever heard of this or a similar problem. I plan to take my phone to the T-Mobile store and would like to be able to confirm to them that it does not appear to be a problem with the game. I haven't noticed it on any of my other phone apps, but I don't spend that much time in any of them except Facebook and the way I use FB I'm not sure the slowing would be obvious.

Thanks for your help.

Susanna502



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

[Post New]by bfgIlinalta on Aug 16, 17 3:54 PM
Hello Susanna502,

That is definitely a great question to ask and I'd be happy to try to help with the game here. It sounds like there may be a slowing down of the game or performance issues as you continue to play. They also sound like they may be getting worse over time. This can be due to a few reasons, but I'd like to provide some suggestions which may help with this particular issue.

On an Android device, if you are seeing slowdown with the game, what I recommend first is ensuring there are not any background applications open while playing. This will make sure the device can provide all the resources it has available to the game while it is playing and may help in this case. The process for doing this may vary depending on the device model. Please consult your device's user manual or manufacturer's support site for step-by-step instructions on force closing an application.

If there are no background apps open and the game still slows down, what I recommend is restarting the device, especially if it hasn't had a restart in a while. This may also help resolve an issue with the game slowing down over time. The process for restarting your device may vary depending on the model. Please consult your device's user manual or the manufacturer's support site. After turning the device off, please wait 30 seconds before turning it on and playing again.

For any problems that continue after trying those steps, we recommend contacting our Midnight Castle Support Team with your Friend Code for the device that is seeing the issue and a description of what you are experiencing, including approximately how long it takes before the game starts to slow down. It may also help to provide the make and model of the device as well as what 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.

Thank you for your patience and time. Don't hesitate to PM any of our active Moderators with further questions. We are all happy to listen and help out as best we can.

bfgIlinalta

 

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

[Post New]by gamedasher on Aug 16, 17 4:43 PM
Hello.

I play MC on a Kindle Fire.

I was playing just fine until a "changes are afoot" message interrupted me and discontinued my play.

Since then--four days ago--my game has been stuck in update mode.

The update will spin in 1/3 for a long time, eventually move to 2/3, and then shut down and start over at 1/3 again.

My internet connection is very strong, so the stalled update cannot be a bandwidth issue.

Since my game will not open, I cannot get to customer support from there.

Please advise.

a271751

 

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

[Post New]by gamedasher on Aug 17, 17 2:26 PM
Thanks for fixing my game update process, which completed today. I can now play again.

Edited on 08/17/2017 at 2:26:55 PM PST


 

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

[Post New]by sofia_V on Aug 18, 17 10:01 AM
Hi !
I would like help transferring my game to a new device. The kindle I used to play on died and I have a new one but don't want to loose everything.
My new kindle is a Kindle fire 8 model# SXO34QT
My name and ID in the game is Sofia a285240.
I have loaded the game so I can get on the forum but have not picked a name,
the ID# is . a884468.
Please let me know if you need any more information to be able to make the switch over.
Thank you
Sofia

 
bfgBeruna
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Moderator
629 Posts

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

[Post New]by bfgBeruna on Aug 18, 17 4:30 PM
Hello gamedasher and sofia_V,

Thank you both for your patience while waiting for a response from the Moderation Team. I'm swimming faster than Michael Phelps racing a shark to provide some troubleshooting assistance.

gamedasher, I'm really glad to hear your game is working again. If there's ever trouble during or after an update, I recommend contacting our Midnight Castle Support Team. They'll be able to investigate the matter in depth.

I'd also recommend contacting the Support Team, sofia_V. The Moderation Team doesn't have the tools to transfer your game's progress to the new profile. Please contact them, including both the old and the new Friend Codes in the inquiry. They'll be able to help.

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

bfgBeruna

 
 
 
 
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