Spinning doughnut of death

[darkwolf19497]

My game won't load. I have let it run for over an hour, I have restarted the app,  I have restarted my phone, I have uninstalled the app, restarted the phone and reinstalled the app. All that has done is I have gotten a rapid flashing of the download/update numbers at the start screen but then it disappeared and the spinning doughnut continues. 

This has gone on all day, of course on the release of the final update day.

[EA_Lanna]

Hi @darkwolf19497, 

There may be some additional steps you could try to troubleshoot this. The steps available will differ depending on the device you're playing TSTO from. Please open the relevant Ea Help article: 

• Troubleshooting steps for iOS apps.
• Troubleshooting steps for Android.

If after troubleshooting the issue persists, it may help to connect with the support team directly. This thread will outline how to connect with them: 'How to contact support'.

- EA_Lanna

[wadebear]

Here's my general troubleshooting list.  Try option F first.

A. Make sure your password is less than 16 characters long and does not have any special characters - just letters and numbers. Here's a link that should help.

B. Check to make sure there are no extra spaces at the beginning or end of your email address.  They're invisible, so...

C. Check your device permissions for the game.  Make sure the app is allowed to access photos and storage.

D. This is what usually works for me:

• Open the App Manager by double tapping the Home Button (Apple) or tapping the rectangle (Android).
• Swipe away all open apps (people call this force closing, but that is not correct, this is just closing the apps).  This will often do the trick.

E. Repeat step D, then go to your device's Settings and turn off your internet connection.  Wait a few seconds to a minute then turn it back on and let it connect.

F. Try a device restart: Repeat step D, but instead of trying to start the game...

• Turn off your device. OFF. Do not restart. This means hold the power button down until "swipe to turn off" (or whatever) comes up, then do it.
• If you're using home internet to connect, turn off your home internet devices.
• Wait 15 seconds to 1 minute.
• Turn your home internet devices back on (if applicable) and wait for them to connect.
• Turn on your device.
• Try playing.

G Try taking your device somewhere else to connect to a different internet.  Most libraries have wifi.  McDonald's, cafes, etc.

H. If nothing else works I've had to do clean installs:

• Open the App Manager by double tapping the Home Button (Apple) or tapping the rectangle (Android).
• Swipe away all open apps.
• Uninstall the game.
• Turn off your device. OFF. Do not restart.
• If you're using home internet to connect, turn off your home internet devices.
• Wait 1 minute.
• Turn your home internet devices back on (if applicable) and wait for them to connect.
• Turn on your device.
• Install the game.
• Start the game but DO NOT TRY TO PLAY
• Enter your age and agree to the license.
• DO NOT LOG IN AT THIS POINT. Wait for ALL the files to download. When ALL the files have downloaded THEN log in.

Hopefully one of these things will correct the issue.