Game freezes randomly after account switch

[Phil_Sandeman]

Product: Star Wars: Galaxy of Heroes
Platform:Android Phone
What type of device are you experiencing the issue with? Huawei p30 pro
OS Version 10
Ally Code: (Find it here: http://bit.ly/AllyCode ) 333-923-182
What type of issue do you have? Missing Rewards
How often does the bug occur? Often (50% - 99%)
Summarize your bug Game randomly freezes after account switch
Steps: How can we find the bug ourselves? Use 2 accounts on one device sign out one and into another game will freeze within 20 battles
Connection Type Wifi
Please select your region North America
Country Uk

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In this case I the game froze during the wat tambor mission, which I always obtain a wat shard on.  This has happened a few time before in tb resulting in lost stars and wat shards for myself and my guild.  I would appreciate recompense for this and previous. I would say it's lost us about 3 shards and 3 stars over the year

This is the third time I've reported this

[EA_UltraSlide]

Hey @Phil_Sandeman 

As you are changing accounts quite often, could you try clearing the app cache between account switches.

Please see our troubleshooting guide for further information. Hope this helps.

[Phil_Sandeman]

I will try this on my arena climbs tomorrow and update if a freeze still occurs or not

Regarding recoup of rewards, is this possible as the event in question has a monthly cadence and the frequency I've had the issues it would be good to get these back if possible.  Do I have to correspond with CG reps on the SWGOH forums?

Thanks in advance

[EA_UltraSlide]

Hi there,

Hopefully clearing the cache will help!

Unfortunately we will be unable to help with any recoup of rewards for game freezes or crashes here. It would most likely be the same on the SWGoH forums.

[Phil_Sandeman]

Hi there this seems to have reduced the occurrence significantly however not completely.

[Phil_Sandeman]

unsure as to why this got marked as solved this is still happening for me 

[Phil_Sandeman]

@EA_UltraSlide any further suggestions?

[Phil_Sandeman]

@EA_UltraSlide anything further to try or an update on if this has been confirmed EA / CG side

[EA_UltraSlide]

Thanks for letting us know that clearing the game cache has reduced the number of freezes you are running into.

We have checked the logs available to us for the last several days and there is nothing to indicate why you may be running into freezes while in-game.

[Phil_Sandeman]

@EA_UltraSlide is there anything else you would like me to try or a debugging mode or something similar?