Game crashes after update

[reneeocana280]

Product: Star Wars: Galaxy of Heroes
Platform:Android Phone
What type of device are you experiencing the issue with? Moto Z
OS Version 7.1.1
Ally Code: (Find it here: http://bit.ly/AllyCode ) 974551373
What type of issue do you have? Other
How often does the bug occur? Every time (100%)
Summarize your bug Game crashes constantly when loading after update. Several guild members report the same issue.
Steps: How can we find the bug ourselves? Test it on a similar device.
Connection Type Wifi
Please select your region South America
Country Mexico

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Can't start game after update. App closes after the splash screen and logos.

[sapient2k7]

I am on an essential ph-1 but the issue is the same

[sapient2k7]

Uninstalling and reinstalling fixed the problem for me,

[canicgradec]

You should NEVER have to uninstall and reinstall a game after game updates.

That means developers did a crappy job in rolling out the update.

[ChattyFatTony]

Not the case on iOS. Uninstalling and reinstalling does not work. 

[eddyVolcano]

Same here.
At some point the app crashes and it does not recover. Funny thing is the app is still alive in the stack.
I'm in android 7.

[JOSHPAPO]

I've been updating and since then I can not sign in. He does not fill the catin, he freezes. Can somebody help me!?

[CG_MindTricks]

Hi all,

For those of you who are still encountering this issue, please try the below steps. After each step, please retry loading into the game. Please let us know which set of steps worked for you.

Android:

1. Clear App Cache and Data

2. If you are using Mobile Data, switch to Wi-Fi

3. If the game is running in the background already, exit the game.

4. Restart your device

5. If the above fail, please reinstall the game using Wi-Fi

iOS:

1. If you are using Mobile Data, switch to Wi-Fi

2. If the game is running in the background already, exit the game.

3. Restart the device

3. If the above fail, please reinstall the game using Wi-Fi

Additional troubleshooting steps and details on how to perform any of the above steps can be found in these help articles:

https://help.ea.com/en-us/help/mobile/troubleshooting-steps-for-android/

https://help.ea.com/en-us/help/mobile/troubleshooting-steps-for-ios-apps/

If the issue remains after performing the above, can you please provide the following details for further investigation:

- Ally Code:

- Device Model and OS:

- Country/Region:

- Are you using Mobile Data or Wi-Fi?

- Name of the internet provider:

- Any additional details?

[CG_MindTricks]

Hi all, today we pushed a Hotfix which addresses the stuck on "Loading Cantina" and crashing issue which some of you encountered after the 26/02/2018 update. This Hotfix forces all devices to re-download assets (graphics and animations, etc).

More details can be found here:
https://forums.galaxy-of-heroes.starwars.ea.com/discussion/160473/content-update-hf-2-27-2018