Re: Game freezes and emits a buzzing sound

I also have a samsung Note 9 and have began getting this same problem over the weekend. I assume its the update. PS, there are many more people having this problem who are posting it in the other forums so this isn't the first report. https://forums.galaxy-of-heroes.starwars.ea.com/discussion/197484/freezing-crashing Often times after it freezes, if I change apps and try to change back without closing it, I just get a black screen. I have to close and restart the app everytime.

Just as the OP said, It just started with the last update. I had never had a crash before then.

@EA_HighCommand thank you for looking into this and apologies for my late reply.

I previously used the Game Launcher to run the app but stopped this just in case that was causing the issue. I have experienced the crash with no other apps running in the background. 

I saw on a similar issue that it was recommended to do a clean install and leave the game time to download all assets and have done this. Sadly it hasn't helped and I've encountered two crashes in the last hour or so. 

I'd really appreciate any advice or help you can offer as it's really starting to become quite a problem. 

Hi @Virage_Iscariot and no worries, your reply wasn't late.

I am playing myself on A Galaxy Note 9 (128 GB) and have not noticed any unusual crashes after the QoL update last week.

If your issue persists the only option I have in mind would be a factory reset of the phone, which is a really drastic approach, so I would only recommend it as a last resort.

Other than that, since you've already done a fresh install, cleared your cache, closed all background apps and removed any 3rd party app which might interfere, you've done pretty much anything to get this resolved. I have another look at our logs to see if I can spot anything, but so far I had no luck, I am afraid.

Perhaps it's not showing in the logs because it's freezing, not crashing or force closing. I'm using a brand-new OnePlus 6T and have been experiencing the same freezes for a few weeks at random, but two or 3 days ago I had it freeze right before I left work (I keep the volume on silent at work) and simply hit the button to return to my home screen. Didn't fully close the frozen game, got in the car, connected Pandora to my stereo and was nearly deafened when I bumped up the volume to hear a high pitched hissing noise. Had to pull to side of the road and thought my bluetooth was the issue. Clicked it on and off, noise persisted when it was on. Until I fully closed the swgoh game, that is. Then the hissing buzz went away. 

The random freezes have been occurring spottily since the end of February, and I know my phone is not at all the issue, as I've got no other 3rd party apps other than SWGOH and Pandora on my phone.

Hi @EA_HighCommand .  I've had the crash happen many times since my last post, and it seems I'm not alone.  I've just lost a GA final due to it happening as soon as I started a ship battle which is incredibly frustrating, not least because I'd spent a lot of time figuring out exactly how I'd try to beat my opponents score of 1151.  No room for error and the very first thing that happened was the crash which has resulted in it being impossible to win. I then spent my lunch hour looking into this which prevented me from doing Arena battles in time for payout (15:00 GMT for me).  

I've produced a bug report on my phone and trawled through the logs to look for anything that might be responsible.  I've located the touch event that happened immediately prior to the crash, but I'm not very familiar with Android bug reports so can't elicit much more than that.  No idea what the logging performed by the app would contain, but this feels like it'd be an unhandled exception (and so probably wouldn't record anything anyway) which is why I had a look at the OS-level bug report.

I've attached the file in case it helps - I'd really appreciate it if someone could take a more detailed look into this if possible.  I've also attached a screenshot, just in case that helps ratify the log content with the on-screen situation.  For reference, I believe I tapped Phantom II then tapped the 'Disruptive Advance' attack.

Thanks again for your help so far.

Hi @Virage_Iscariot and thank you for the update, much appreciated.

The crash report is for sure helpful, so I get one of the engineers to have a look.

Just set up a BRAND NEW oneplus 7 pro. Brand new. And I got the same crash. There is no rhyme or reason it happens except it only happens when you are fighting. Could be ga, could be two, could be an event but it only happens for me when fighting. Attached is a video. Are you serious you can repro this?..

i have tried multiple times to attach a video of the freeze. i don't see it here so i don't know if it has been successful.

There are no concrete steps to repro. But in my experience it happens only in a battle...whether its GA, TW, or events. Its seemingly random. It will start buzzing and allow continued fighting from 15 to up to 60 sec and then freeze. I know its this app as i can exit the game (still buzzing) go to the Settings --> Apps (still buzzing) and force close the game and the buzzing will stop and the phone will work normally.

i have uploaded it to youtube.

https://youtu.be/6zZSVXJ4Tuk

Hi @EA_HighCommand. Just wondering if there has been any progress made on this? It appears to be a fairly widespread issue and actually has a significant impact on the game if it occurs during a mode such as GA, TB, TW, Arena etc. 

Hi @Virage_Iscariot,

Unfortunately no progress or update as of today. Rest assured that we keep digging.

Here's another video. Shows me exiting the game and force quitting and the buzzing stops...I can do this all day...

https://streamable.com/mmxbb

 I'm also dealing with the buzz & freeze issue but mine seems slightly different. It started with the Padme update....minor lag and buzzing every couple of seconds. Could watch the cantina droid move & stop, move & stop for a few minutes then all was fine. It only happened a few times a day. Now it has gotten progressively worse to the point where playing the game takes FAR more patience than can be expected. Constant buzzing and freezing, can't scroll down in the store tabs, can't swipe right or left, can't participate in practically anything or the game might freeze and buzz until it crashes or I close the game (where the buzzing continues for about 10-20 seconds). I can literally log into the game and put my phone down for as long as 20 minutes before it clears up enough for me to frantically try to get as much done as possible before it gets ridiculous again. I'll include a video of basic menu navigation plus a squad battle that's so riddled with bugs it's difficult to sit through. Please turn your volume down beforehand.

https://youtu.be/DqldiJ6eftI

This bug is getting more prominent in the Geo TB and GAC. Essentially the new content.  This is the third Geo TB in a row where this buzz freeze bug happens on the first CM I do in zone 1.  This is not a mirage or a figment of our imagination. 

This only happens when you enter a battle. There is no other time during gamplay when this happens. It seems random when it happens however. Meaning there is no rhyme or reason that this battle will freeze or not.  Its CRAZY.  Is there any update to this at all?

I face the same problem on my one plus 3. It happens at really bad times affecting my performance and the performance of my guild 

Another oneplus 6t user here who keeps experiencing the same issue on this new phone (also happened on oneplus 3t). 

You know it's gonna happen because the buzzing sound starts.  Then you get the freeze. The game is unresponsive until you close it.  Doesn't matter how clean your phone is as I've had the crash on a brand new factory reset device where swgoh is the only app on there. 

I thought it might be something to do with the game losing sync with the server but not sure it can be as on closing the unresponsive app the server counts your battle as a loss so its still reporting that ok.  I've just lost out on rolo shards in hoth as the event now shows as complete doh! (don't suppose there is a way players can have this sort of missing shards thing recompensed?)

Quite annoying as I'll now have to wait for the next hoth rebel tb which probably won't be for another couple of months ☹️

Anyways good luck everyone. 

same on op7 pro - again today - geo tb , first batte - just freezes.  I play without sound so I don't know about a buzzing ☹️

Same here. Device: oneplus 6.

It's happened to me on occasion. Sounds starts buzzing and game will freeze a few seconds later. Only solution is to force close app and restart. I've reported this issue in the past and back then solution was to do clean install, wait half an hour so all assets are downloaded and not let any other aps run in background but the issue keeps persisting and just happened to me again in combat mission on TB.

Its happened to me in HSTR. Mostly P2 and always right at the start when I enter. Same in arena, GA, TW, TB and when it happens its always right when I enter the battle then the buzzing starts and then a few seconds later game freeze. Dont recall it ever happening later in a battle or in later waves

Happened again today in TB. I had a feeling it would happen during the first CM so I opened the recorder. I didn't know it would happen literally right away...is there any progress or even acknowledgement that this is a thing? I promise you if you play on a OnePlus device it will repro...promise!

https://streamable.com/tox3d

Happened to me today in GeoTB

Oneplus 3 that is clean and runs smoothly.

It just lags and freezes after a few secondes. 

Have sounds off, so don't know about the buzz. 

It seems you have plenty of people reporting it, in different models, so we can be assured it doesn't come from our side. 

Thanks in advance for the fix, it's very enraging if it happens in GA or TB

Another one!! And I paid hard earned money to get to relic 6 and it froze on me in arena...

https://streamable.com/lkuhi

This issue happened to me twice! Once yesterday during the Geo CM in TB, and the other today in GAC. Both times had the same thing happen. I'm using a Galaxy S10 phone with a brand-new installation of swgoh.

1. I entered battle.
2. After about a minute or two, the background music and sound effects turned into a monotone buzzing sound. However I could still play the game.
3. After about 5 to 10 seconds of buzzing, the game would completely freeze. I waited about 5 minutes hoping the game would unfreeze, but it never happened.
4. Buzzing would continue until I force-closed swgoh.

Just a side note, I was lucky my first freeze-up didn't cost my guild a star in DS Geo TB. However the second freeze-up in GAC hurt my chances to win my round of GAC. So that's a bummer...

Hi,

With my Moto G5S Plus I have encountered the same issue several times, with the game freezing, and a buzzing sound preceding the freeze by up to a minute. My wife just had the same issue this morning. We both lost a Geo TB match because of the freeze, which hurts us and our guild.

The only solution I've found (if you can call it that) is to close the game and open it before attempting any "one-off" missions or events. This occurs mostly during squad battles, and happens every few days.

I have found a possible reliable reproduction points for you. It seems like you have given up on this however.

In the HSTR as you transition from P1 to P2, this buzzing/freeze crash happens quite often.  So enter P1 of the raid with like 3-4% left...whatever amount that you know you will clear it and progress to P2. During the animation right before P2, the buzzing will happen and you will get into the fight with the ability to move for 20-40 sec and the game will freeze. The only way to clear is either hard reboot of your phone or you can go into the Settings -> Apps -> Force close of the game.

The other common point where this bug happens is in GAC where I face ewoks. I have crashed enough times fighting ewoks that there is something uncommon about that team that causes it.

I promise you if you invest in buying a OnePlus phone...ANY version since its happened to me on the last 4 OnePlus phones (i upgraded on each release), it doesn't matter. Tell you what...if you buy a OnePlus and you CANNOT reproduce this bug, I will buy that phone from you.  Or how about this...can I send you a OnePlus phone and if you do reproduce this, you reimburse me otherwise you get a free phone?  This is really ridiculous that you would let this go on for this long.

I am also having issues on samsing a70. Its a clear app issue. Hopefully you got an expert who can actually repair this. Multiple platforms, multi region its clear your app is broken. So politely ask you to fix this as its ruining the game for many players.  

Please do not suggest it's a phone issue. This feels like going to doctors to be given rest ice compress elevate nonsense.