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[Closed] - Connection Issue with the loading screen

by Instinct294
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Re: Connection Issue with the loading screen

Community Manager

Sul sul, @MarinaA82 and @givememore86.

 

Thanks for giving that a look. I'd like to request some additional information to see if we can track down what's occurring. Some of these issues may have already been noted in previous replies, but I just want to make sure it doesn't get lost.

 

  • What is the make/model of your device?
  • What is the OS version of your device?
  • Have you tried Wifi, mobile data, or both?

The more of the above information you can share, the better. I look forward to hearing from you.

 

Arrenai Cat


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Message 11 of 41 (555 Views)
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Re: Connection Issue with the loading screen

★★★★★ Novice
@EA_Arrenai Zte blade v8. Android 7.0.
Yes, i tried Wifi, mobile data and both.
My case was sent via Facebook to specialists, maybe you can watch it with them.
Message 12 of 41 (550 Views)
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Re: Connection Issue with the loading screen

★★★★★ Novice
Hello, I have not received any answers from experts yet, but I want to tell you that I receive messages from the game, and my phone wrote twice about the game, that the game crashed.
Message 13 of 41 (518 Views)
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Re: Connection Issue with the loading screen

Community Manager

Hey there, @MarinaA82. Thanks for the information you've provided in this thread. I hope we can get some additional information from others affected, as well.

 

Escalations can take a bit of time as they work to investigate the issue, but please keep an eye on your email as that will be how they'll get back to you on it.

 

Arrenai Cat


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Message 14 of 41 (510 Views)
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Re: Connection Issue with the loading screen

[ Edited ]
Hero

@EA_Arrenai I got the "Where is the network" message frequently during the weekend, especially when connected to WiFi.

 

My device is a Samsung Galaxy tab S3 running Android 8.1.0.

Player ID: 1003403535473

Connection type: WiFi (tried both, 2.4 GHz and 5 GHz) and 4G.

Yesterday afternoon I had to do again a whole Llama Zoom because of this issue Frown

 

This is a screenshot I took early this morning after I got the "Where is the network" message. There was no need to close any background apps or delete files... nothing at all. Samsung's device care app shows that my device is optimized to 100%.

 

As several users have already said, I don't have issues with streaming or with other games. Only TSM game app disconnects from WiFi.

 

 

Enhetsvedlikehold.jpg




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Message 15 of 41 (406 Views)
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Re: Connection Issue with the loading screen

★★★★★ Novice
Hello! I have not been answered for a long time from the support service. many have this glitch, but someone then turns on the game and therefore they don’t write here. I also found out that other users cannot come to visit me to see the house. please help us with this problem
Message 16 of 41 (356 Views)
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Re: Connection Issue with the loading screen

EA Live QV Team

Hi @SalixCat and @MarinaA82!
@SalixCat  it looks like your image is not correctly uploaded and I can't see it.

Have you tried switching from wifi to data when you get this issue? If so, does it persist?
Have you noticed getting this message randomly or on some particular loading screens (as after going to CAS or moving to a particular place of the city)?


Message 17 of 41 (338 Views)
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Re: Connection Issue with the loading screen

★★★★★ Novice

Hello! I tried to switch mobile data with Wi-Fi on my phone while saying " where's the Network?", but nothing changed. This is a problem that I always encounter at the beginning of the game. Sometimes I can enter the game for a couple of minutes, but the game can also throw me out. friends do not see my house when they come to me, the game does not load and they only see the logo of the game. 

Message 18 of 41 (326 Views)
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Re: Connection Issue with the loading screen

[ Edited ]
Hero

@EA_DragonsEye 

I have uploaded the screenshot again. 

The message showed up during the weekend many times, and it was always while I used WiFi. It happened several times while I was doing a bake-off event, also with surprising choices.

The most annoying one was on Saturday afternoon. I finished two standard events (Wumples quest chapter 4 part 4). I clicked on collect rewards on the quest tab and got the "Where is the network" error. So, I closed the app, deleted cached files, checked the device care app and my device was 100% optimized.

I opened the game again, finished the next step of the quest (Llama Zoom), but unfortunately had to repeat it because the previous step was not registered as finished.

Using 4G during the weekend worked fine. 

I didn't get the error yesterday, haven't tried today.

 

@MarinaA82 I hope your friends who experience this issue come here and share their experience. Standard smile 




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Message 19 of 41 (324 Views)
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Re: Connection Issue with the loading screen

★★★★★ Novice
I am interested to know, maybe it is already impossible to play the game on one wifi? Has the game changed in the settings?
Message 20 of 41 (262 Views)
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