Game freezes - some random, but one is 100%

[platzman]

Recently I have game freezes in battle - it occured several random times, e.g. in arena right now :/, but it happened 3 or 4 times in a row in one exact situation - Heroic sith raid when I enter second phase , around the moment Sion does his first aoe, game freezes.

When i restart app and go in same phase, same team - sion aoe does not crash anything.

Android, device Oneplus 6T.

[EA_Lanna · Accepted solution]

Hi @platzman, I'm going to ask you to try some troubleshooting steps to see if that can fix the issue: 

• If you are on an iOS device can you follow the steps outlined in this article? https://help.ea.com/en-au/help/mobile/troubleshooting-steps-for-ios-apps/
• If you have an Android device, please complete these steps: https://help.ea.com/en-us/help/mobile/troubleshooting-steps-for-android/

Please let me know how you get on with those steps.

__________________________________________________________________________________
For STAR WARS™: Galaxy Of Heroes players: It's good to save a copy of your Player ID or Ally code for again. Sometimes we may need to locate your account to help and these codes can help us to help you. The Player ID and Ally code can only be located from inside your game so if you are locked outside you will not be able to retrieve them. I'd always advise taking down a copy of both, just in case you ever need to provide it. 
_____________________________________________________________________________________

[EA_Lanna · Accepted solution]

Hi @platzman, I'm going to ask you to try some troubleshooting steps to see if that can fix the issue: 

• If you are on an iOS device can you follow the steps outlined in this article? https://help.ea.com/en-au/help/mobile/troubleshooting-steps-for-ios-apps/
• If you have an Android device, please complete these steps: https://help.ea.com/en-us/help/mobile/troubleshooting-steps-for-android/

Please let me know how you get on with those steps.

__________________________________________________________________________________
For STAR WARS™: Galaxy Of Heroes players: It's good to save a copy of your Player ID or Ally code for again. Sometimes we may need to locate your account to help and these codes can help us to help you. The Player ID and Ally code can only be located from inside your game so if you are locked outside you will not be able to retrieve them. I'd always advise taking down a copy of both, just in case you ever need to provide it. 
_____________________________________________________________________________________