Jedi Master Kenobi event crash report investigation (log request)

by EA_HighCommand
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Original Post

Jedi Master Kenobi event crash report investigation (log request)

EA Live QV Team
Hi all,
 
The team is currently looking into the possibility of crashing issues in the Jedi Master Kenobi event. We are having difficulty reproducing the reported crashes, so all information provided should help with this. If you have encountered this issue, please don't create any new threads, but instead, comment on this thread with the following info so we can consolidate all the reports.
 
Please provide the following:
  • Ally code:
  • Platform:
  • Date and time of the crash (please add your time zone!):
  • Device logs (a guide on how to get the logs can be found HERE)
  • Any additional details:
Message 1 of 468 (19,244 Views)

Re: Jedi Master Kenobi event crash report investigation (log request)

★★★★ Novice
@EA_HighCommand
Product: Star Wars: Galaxy of Heroes
Platform:Apple iPhone
What type of device are you experiencing the issue with? Iphone 11 pro max
OS Version 14.6
Ally Code: (Find it here: http://bit.ly/AllyCode ) 161-665-593
What type of issue do you have? Gameplay
How often does the bug occur? Occasionally (10% - 49%)
Summarize your bug Dear support, please take into account my complaint about the game collapsed during JMK event. I have decided to post this because it is not the first time happening and now it happend on 60 coupons.... It is so big pain ​to get light side tickets because there are not so many usefull gears on it
Steps: How can we find the bug ourselves? just test the gameplay on this event
Connection Type Wifi
Please select your region Europe
Country Russia

Message 2 of 468 (19,192 Views)

Re: Jedi Master Kenobi event crash report investigation (log request)

EA Live QV Team
Hi @vakolchin,

Can you also provide the requested additional information, please?
Message 3 of 468 (19,177 Views)

Re: Jedi Master Kenobi event crash report investigation (log request)

★ Novice

Ally Code 953-855-593

Android

8/4/21

Approx 8:00pmEST

Happened when trying to load tier 4 of the JMK event. Game froze on the loading screen. I could used my phone for anything else just SWGOH was frozen on load. I lost the 70 light side tickets I spent to lau.ch the game. I also tried it on both my phone data and WiFi but the game remained froze until I force closed it. It has not happened with any other function of the game but the JMK event.

 

Message 4 of 468 (19,147 Views)

Re: Jedi Master Kenobi event crash report investigation (log request)

[ Edited ]
★★★★ Novice

@EA_HighCommandDear support, I was checking for the game crush logs but there are no any with keyword like "star, wars , galaxy, heroes", is there any other specific files to look for to get this crush report?

Message 5 of 468 (19,129 Views)

Re: Jedi Master Kenobi event crash report investigation (log request)

★★ Novice
  • Ally code: 353-635-976
  • Platform: Android 10, Xiaomi Mi 9 (MIUI Version 12.0.4)
  • Date and time of the crash: August 5 2021, 18:23 (GMT+2, Austria Vienna
  • Any additional details:
  • Game crashed in the loading  screen of the Tier 4 battle. Couldn't do anything else, when switching to another app and back the screen game went black.
Message 6 of 468 (19,107 Views)

Re: Jedi Master Kenobi event crash report investigation (log request)

[ Edited ]
★★★ Novice

Platform:Apple iPhone
What type of device are you experiencing the issue with? iPhone XR
OS Version iOS 14.6
Ally Code: (Find it here: http://bit.ly/AllyCode ) 821-366-862

 

 

Please see this topic as well, i have made earlier reports on this issue: https://answers.ea.com/t5/Bug-Reports/JMK-Tier-1-event-crashes/m-p/10574321#M51311

 

But like @vakolchin  I can't find any device logs with Star Wars or Heroes or swgoh in the name, do you have any more information about which logs you need? @EA_HighCommand 

Message 7 of 468 (19,086 Views)

Re: Jedi Master Kenobi event crash report investigation (log request)

★★★ Newbie
  • Ally code: 121-958-182
  • Platform: IOS Ipad 6th G 14.5.1 and iphone 7 IOS 14.6
  • Date and time of the crash (please add your time zone!): Ipad 8/5/21 around 11pm MST / iphone 8/6/21 11am MST
  • Device logs (a guide on how to get the logs can be found HERE) I don't see where it says SWGOH in the logs...
  • Any additional details: There is another guildmate of mine who has reported three Tier 1 crashes in the past few days. A third guildmate found using bluestacks prevented the Tier 1 crashes. For me, I had one crash right after the cut scene on the ipad and another in the middle of the battle on my iphone today. I had switched devices hoping that would help. I've also completed one battle successfully using each device.  
Message 8 of 468 (19,063 Views)

Re: Jedi Master Kenobi event crash report investigation (log request)

★ Novice

HI, i have had tier 1 crash on me on 2 different accounts in the past 2 days. 

 

I have cleared my phones cache and haven't been experiencing any other issues with the game. 

 

1. Ally 968687974

2. SAMSUNG NOTE 20 Ultra

3. 6th of August around 10.00am AEST (Australia)

 

 

Second account exact same issue, you load tier 1 then the app just restarts 

 

1.ally 577821693

2. Same device as above 

3. 8th of August at 5.00pm AEST 

Message 9 of 468 (19,026 Views)

Re: Jedi Master Kenobi event crash report investigation (log request)

★★★ Novice

Ally Code:952-577-814

 

Platform: iOS 14.7 iPhone 12

 

Date & Time: 8-6-22 around 7am, 8-8-21 at 6:25 am Pacific

 

Device Logs: I’d be happy to send these if the instructions provided were of any use. “Look for the appropriate title” isn't helpful instructions as, 1) there is a huge list and 2) there is nothing referenced as SWGOH or any other keywords.

 

Other: this happened on my first attempt of the event. After Kenobi said “hello there” before it changed cut scenes it crashed. The second time it happened the cut scene finished and when I went to select which character to attack it would select any one and the. It crashed.

Message 10 of 468 (19,011 Views)
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