[Request for Information] Invisible Players / Black Screen / Welcome screen [ Edited ]

[EA_Spectre]

Hi everyone,

We are seeing some instances where players are encountering one of these two issues:

1. Player models are invisible.
2. Loading into the game results in a black screen in place of the FTUE video and the game music is playing underneath.

We need your help in finding the root cause for this issues! Please reply to this thread with the following information:

• Which issue do you have: Invisible players or black screen?
• How often does this occur, 100% of the time?
• Did you try uninstalling/reinstalling the app?
• Were you using Wi-Fi or cellular when they saw this issue?
• What device were you using?
  
  

Alternatively, some players may have a home screen that defaults to the Welcome page, even after finishing the tutorial. Normall at this stage it'll show the current active promotion. If this happens you may have issues with certain progress or unlocking items. 

If this is the case for you, can you post the following?

• What are you restricted from doing?
• When did this start for you?
• What's your device and OS?

Thank you for your help!

/Spectre

[110808rt]

@EA_Spectre I have a problem the game does a complete black loading screen with music playing In the background if u can find this bug and fix it plz that would be amazing

[GBinNH]

Get EA logo on startup and then black screen no music.  Cannot load the game at all, 100% fail every time.  Wireless connection using Google Play and Android 7.1.

Have re-installed numerous times, cleared data/cache, no go.  

[EA_David]

@GBinNH It sounds like your issue is a different one. Can I check what device you're playing on?

[GBinNH]

Running a Asus zenpad 3S10. Had no issues with mobile 19. 

[110808rt]

Umm hi I have a black loading screen issue with music playing In the background can u please fix this that would be amazing I have Android 8.1.0 Alcatel phone A205DL model 

[Newton015]

@EA_DavidEA_Spectre
1-black screen
2-100% of the time
3-yes, multiple times
4-have tried in both
5- Xiaomi Redmi 6A with Android 8.1

[ryanscalise1]

This stuff:

Which issue do you have: Invisible players or black screen? Black Screen
How often does this occur, 100% of the time? Yes, 100%
Did you try uninstalling/reinstalling the app? Yes
Were you using Wi-Fi or cellular when they saw this issue? WiFi
What device were you using? Android

[EA_David]

@ryanscalise1 Can you post your exact device make and model? Do you hear the music on the black screen?

[kidspider11]

I have the black screen, it happens 100% of the time, I have a Huawei y5 2018 with everything up to date. I have u installed and reinstalled multiple times.