Mahjong Sanctuary Game Issues

[keyslite]

In Mahjong Sanctuary, level 40, when I match the snippers, the vines do not 

[keyslite · Accepted solution]

Hi Arrenai,

I played the game this morning, and either it was fixed or something else was wrong. The game is now working and I have continued playing up to and through level 45. So far, no other issues.

Thank-You!

[cafedelon]

@keysliteCan you give a little more detail on what is happening? You comment may have been cut off, not showing all of it.

[keyslite]

When I play Mahjong Sanctuary, on level 40, the game does not work properly. When you match the green clippers or the red clippers, the vines are supposed to disappear. The vines do not go away and I can not remove those tiles. Therefore, I can not finish level 40.

[cafedelon]

@keyslite , That's better. All your comments were saved this time. I have not reached Level 40 in that game yet. Perhaps a more experienced player of this game or EA community manager will reply.

I could say try the HTML5 troubleshooting guide from the link below, but you have made it to Level 40 before a problem with the game began.

https://answers.ea.com/t5/Pogo/HTML5-games-troubleshooting/m-p/5761108#M158506

[keyslite]

I still can not play through level 40. The clipper tiles do not take away the vines when they are matched. I am getting a little perturbed with this. I want to continue to play on through and grow my sanctuary. Please someone, do something to fix this.

[cafedelon]

@ keyslite, Since no one with more experience in this game at your level has replied yet, there is another way that might be faster, assuming the person who replies is familiar with the Mahjong Sanctuary game at level 40.

You can speak to an EA advisor through online chat or by phone call back using the following steps.


1. Go to https://help.ea.com
2. Click "Contact Us"
3. Select Pogo from the game list or type Pogo in the white box
4. Select PC or Mac or other platform
5. Select Topic "Technical support"
6. Select Issue "Game performance"
7. Click "Select contact option" (blue button at bottom of the page)
8. Type in a brief description in white box entitled "Subject"
9. Click on the blue "Chat Now" button and wait for an EA Advisor to start the conversation.
10. If you receive the screen for a phone call back instead of online chat, type in your name, country, subject to discuss and your phone number
11. Then click on the blue "Request Call" button at the bottom of the screen and wait for an EA advisor to call you by phone.

If you have waited a reasonable amount of time for online chat to begin and an EA advisor has not started a chat, the advisors may be very busy at the moment. You can leave and return later to try again.

Good luck.

[EA_Arrenai]

Hey there, @keyslite.

To help us track this down, could you please share some information about your computer? Could you please cut / paste (or screenshot) your full results from the Pogo Compatibility Tool? As well, could you let me know how much system RAM you have on your PC/Mac?

Another thing that can help is if you can get a screenshot of game screen when it doesn't work appropriately.

Here's the information on how to take a screenshot regardless of your PC's operating system:

• How to take a screenshot on Windows
• How to take a screenshot on macOS

Screenshots can help us see what you're seeing. I look forward to hearing from you.

Arrenai 

---

Did you receive an awesome, helpful response?  +XP!

Was your issue resolved by a great post? :eahigh_file: Accept as Solution

ASK. ANSWER. LEVEL UP.

[keyslite · Accepted solution]

Hi Arrenai,

I played the game this morning, and either it was fixed or something else was wrong. The game is now working and I have continued playing up to and through level 45. So far, no other issues.

Thank-You!

[cafedelon]

@keyslite Glad to hear you are able to advance. Always good to have a happy ending.

[EA_Arrenai]

Awesome news, @keyslite. Thanks for the update.

Arrenai 

---

Did you receive an awesome, helpful response?  +XP!

Was your issue resolved by a great post? :eahigh_file: Accept as Solution

ASK. ANSWER. LEVEL UP.