all_done
Jellyfish
Jellyfish
12 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by all_done on Feb 28, 17 3:35 PM
There seems to be an issue with most levels with the breaking squares. No consistency in registering the breaks. Will register some but not all. And on level 104-3 you need to break 8 squares and get 10,000 points. I got over 140,000 points but there were no squares to break at all! Can't break what is not there!

 
keitht53
Guppy
Guppy
112 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by keitht53 on Mar 1, 17 12:02 AM
I don't know whether it's relevant on this level, but there are occasions throughout the game where a number of special objects have to be cleared but they are not all visible at the start of the level. Only after a number of normal squares have been cleared do the 'special' ones appear. Could that be the problem here?

 

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by cmhen62 on Mar 1, 17 6:14 PM
I bought a new phone recently. Since Gummy Drop is one of my favorite games, I downloaded it to my new phone. Lo and behold, it took me back to the very beginning. Imagine my disappointment when I saw this. Why did this happen and is there any way to get back my progress? BTW, I was signed in to Facebook while I played on my previous device, which was the Motorola Droid Turbo. I now have a Galaxy S7 Edge. Thank you.

 
keitht53
Guppy
Guppy
112 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by keitht53 on Mar 2, 17 5:19 AM
There is an on-going problem with synchronising between the device GD is being played on and the server. In my own case, the version held on the server is dated 12/12/2016 and any play beyond that date was being lost. It might seem OK for several days, but then revert without warning.
Do you still have the previous phone?

 
bfgIlinalta
Moderator
Moderator
1,587 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by bfgIlinalta on Mar 2, 17 12:02 PM
Hello all_done, keitht53, and cmhen62,

Thank you for taking the time to report your experiences with the mobile version of Gummy Drop! here. I'm going to do my best to help out with the issues reported as well as provide some steps for contacting our Support Team should more assistance be necessary.

all_done, it sounds like there may be trouble clearing Stockholm 104 - 3. The goal for this level is to break 8 ice cubes, but these cubes are not available to start. This particular level is tougher since there are two things in play here. There are walls surrounding a chained gummy that is also an ice bomb. The difference between a regular bomb gummy and an ice bomb is that the ice bomb created ice cubes to break when it explodes.

keitht53 is correct that this particular level requires making moves before those special criteria can be cleared. If this particular bomb is cleared before it explodes, these ice cubes will not appear, making the level impossible to complete. This is particularly challenging as you want the ice bomb to explode. I hope this helps with clearing this particular level from here. If you'd like further assistance with this city's levels, the following page is dedicated to level help about Stockholm:

Stockholm- Level Help

cmhen62, it sounds like progress didn't transfer to the new device. I'm sorry to hear that, and we definitely don't want you to have to start over. keitht53 is right that it may be helpful if you have the old device still to retrieve the original in-game ID. We want to help restore that progress to your new device, so if you could contact our Technical Support Team HERE with the old in-game ID and the new one, if possible, that would help our Reps more quickly restore that progress. Our Reps are always happy to help and will do their best to get back in touch as soon as possible.

Just in case it is helpful, the following page contains information on finding an in-game ID:

Finding Your In-Game ID

Thank you for your patience. I hope this is helpful. If there are any further questions, please feel free to PM any of our active Moderators. We're happy to listen.

bfgIlinalta

 

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by Kentsmith9 on Mar 2, 17 7:41 PM
Trying to play the game tonight, after opening the game it says I need to update to the latest version. I press the button to get the new version. It opens the app store on the game and it only shows open and not update. I press open and it opens the game saying I have to update. Infinite loop.

I tried removing it from the active memory (not delete it) and it still has the problem.

(UPDATE) As of this morning, the link took me to the App store and it showed an update. Problem solved.

Edited on 03/03/2017 at 8:19:30 AM PST


 

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by Bailey841 on Mar 3, 17 6:37 AM
When I started Gummy Drop this morning, I was prompted to update the app. I was automatically taken to the App Store. I click on the update in the App Store, I am switched over to Gummy Drop and Gummy Drop tells me to update the App. I am then taken to the App Store. This loop continues. What's happening?

Fixed! I went directly to the App Store and clicked on Update on the bar at the bottom of the screen

Edited on 03/03/2017 at 7:03:43 AM PST


 
bfgPanthalassa
Moderator
Moderator
2,333 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by bfgPanthalassa on Mar 3, 17 9:59 AM
Hi Kentsmith9 and Bailey841,

I'm glad to hear that you both were able to get that update for the game installed! If anyone else is experiencing problems installing that recent update the Forum Moderation Team encourages checking out the following help articles, which contain steps for downloading updates from the various App Stores:

Update Your Game (iOS)
Update Your Game (Google Play)
Update Your Game (Amazon)

If someone is still encountering an issue installing the update the Forum Moderation Team then recommends contacting our Gummy Drop! Support Team with either the email address connected to your game or the player ID. Our Reps can offer additional assistance, and they'll be happy to help. For steps on locating that ID I encourage checking out the following help article:

What is an in-game ID?

I hope that this information was able to help, and happy gaming!

bfgPanthalassa

 
keitht53
Guppy
Guppy
112 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by keitht53 on Mar 4, 17 12:24 AM
I have a current, on-going dialogue with one of the Support team regarding the sync problems with Gummy Drop, and we have been in e-mail contact virtually daily for some time. Following my last e-mail to that team member I got this message back.

"Thank you for contacting Big Fish Games Customer Support. We recently moved to a new help site for Big Fish Games and will no longer monitor this email address.

To receive a response from a Customer Support Representative, please submit a ticket via our new help site."

If I raise a new incident, all the work we have been doing together will be lost. Please advise on how I can link any further e-mails into the existing commmunication we have running.

 
bfgPanthalassa
Moderator
Moderator
2,333 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by bfgPanthalassa on Mar 4, 17 2:03 PM
Hi keitht53,

I'm sorry to hear that you've been experiencing a technical issue in the game. I understand that you've been in contact with our Support Team about this, and I completely understand wanting to look into this matter.

As you mentioned, our Support Team recently moved to a new help site, however I can assure you that we definitely want people to be able to enjoy their games without experiencing tech problems. If you still have questions or the situation hadn't yet been resolved, the best thing to do is to get in touch with our Gummy Drop! Support Team and including the reference number from that other ticket. Our Reps have access to the tools needed to investigate the situation further, and they're always willing to help.

If you have any questions about this please feel free to PM myself or another one of our active Moderators. We're always happy to assist as best we can.

Thank you for your understanding.

bfgPanthalassa

 

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by LemonadedD on Mar 5, 17 4:42 AM
We just played the Sunday Gold Rush challenge for today, March 5 2017. We received 300 gold for a reward...but all of the gold that we had previously acquired (>2000) dissappeared?!? We hadn't purchased any items and think that this must have been a glitch in the game How can we get this gold restored to our account? Thanks!

 
keitht53
Guppy
Guppy
112 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by keitht53 on Mar 5, 17 9:44 AM
bfgPanthalassa wrote:Hi keitht53,

If you still have questions or the situation hadn't yet been resolved, the best thing to do is to get in touch with our <a href="https://gummydrop.zendesk.com/hc/en-us/categories/115000527227">Gummy Drop! Support Team</a> and including the reference number from that other ticket. Our Reps have access to the tools needed to investigate the situation further, and they're always willing to help.

bfgPanthalassa


I have now done that and had a response to say they have linked the reference number from the new system to the 'active' incident on the old one. Hopefully that works.


 
bfgIlinalta
Moderator
Moderator
1,587 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by bfgIlinalta on Mar 5, 17 2:52 PM
Hello LemonadedD and keitht53,

Before I start, welcome to the forums LemonadedD! Thank you for taking the time to report what is happening in Gummy Drop! on mobile. I definitely want to help out as best I can and wanted to provide some steps to contact our Support Team help out with the issues reported here.

keitht53, thank you so much for letting us know what is happening and that your request has been merged into the new system of requests. I'm glad to hear your request is still being worked on and hopefully the reported issues are resolved quickly.

LemonadedD, since it sounds like some in-game currency appears missing, the best thing to do is to contact our Gummy Drop! Support Team HERE with your in-game ID. Our Reps have the tools available to look into accounts and help with these sorts of issues in Gummy Drop!. They are always happy to help and will do their best to help with those missing coins as quickly as possible.

Just in case it is helpful, the following page helps players find their in-game ID across many of our games:

What is an in-game ID?

Thank you for your time and patience. I hope this was able to help out. 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

 
Bo13
Sea Anemone
Sea Anemone
1 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by Bo13 on Mar 6, 17 9:58 AM
My Gummi Drop game reset back to the beginning - as if I had never played before. Can my locations and coins be recovered?

 
bfgIlinalta
Moderator
Moderator
1,587 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by bfgIlinalta on Mar 6, 17 12:59 PM
Hello Bo13,

Before I begin, I want to say welcome to the forums and that I'm sorry to hear that progress seems to have been lost. When progress issues occur, it is usually best to get in touch with our Gummy Drop! Support Team using the steps below.

Players that are seeing trouble with their progress being reset should reach out to our Gummy Drop! Support Team HERE with an in-game ID if possible as well as any information regarding the lost progress including city, levels, and gold/gems available. Our Reps are always happy to provide help and will do their best to get back in touch as soon as possible.

Just in case it is helpful, the following page of steps can help find an in-game ID for our games:

What is an in-game ID?

If you are unable to access that in-game ID, you may need to progress through the 10th level of Sydney to gain access to the passport. Having this ID is helpful should our Reps need to restore the progress manually. Thank you for understanding.

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 Gummy Drop! Mobile here!

[Post New]by Carol1229 on Mar 6, 17 7:31 PM
I am having problems getting into Gummy drops after the update on March 2nd. Can not get in? Can I be reset to March 1st, than redo the update?

 
Celainey
Jellyfish
Jellyfish
11 Posts

Game won't open

[Post New]by Celainey on Mar 7, 17 3:30 AM
I play on my kindle fire HDX and when I click on the icon to open the game it starts to open but goes back to my icons.

 

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by lhargis on Mar 7, 17 6:10 AM
I finally made it to Central Park in New York. I gathered the needed materials and built it. But then it only dropped one side path which is suppose to be at level 18. None of the new levels for New York flipped and the very first side path has a blinking green question mark. I have tried uninstalling and reinstalling the game. I have tried rebooting my cell phone and the problem persists. What else can I do to get this area opening as it should so I can progress in the game?

 
bfgBellerophon
Moderator
Moderator
7,463 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by bfgBellerophon on Mar 7, 17 8:29 AM
Hi Carol1229, Celainey, and Ihargis,

Thank you for taking the time to post in this thread. We definitely want to help get things up and running as they should.

Carol1229, I'm sorry to hear that there is some trouble getting into your game after installing the latest update. We apologize that there isn't a way to revert back to a previous update. It is recommended to refer to the following help page for troubleshooting steps:

General Help for Mobile Free To Play Games

Calainey, the following help page contains troubleshooting steps specific to the Android platform:

General Help for Android Games

Ilhargis, I'm sorry to hear that levels aren't appearing in your game at the Central Park location. For clarification, were you able to collect all the orchid flowers? To open levels 11 through 20 in New York, you'll first need to collect the orchid flowers from levels 1 through 10.

If you click on the local by level 8-2, you'll see a window that says "We can't finish Central Park until the orchids arrive for the garden!" This indicates that the orchids still need to be collected. Once you acquire all
10 orchids, you'll finish building Central Park and the next levels should open right up.

If issues continue to persist, please reach out to our Customer Support Team with your player ID and details of the issue. Just in case it's needed, I'll include a help page below on how to obtain this information:

What is an in-game ID?

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:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by Woodscjk on Mar 7, 17 6:36 PM
I've completed 1-10 in New York and have loaded Central Park. Why don't Levels 11-20 appear? I believe it may be a tech issue. Thanks!

 
 
 
 
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