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Re: How to resolve crashing, freezing, and loading/progress issues

by EA_Zoe
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How to resolve crashing, freezing, and loading/progress issues

[ Edited ]
Community Manager (retired)

In this thread you will discover how to troubleshoot the most common issues for The Simpsons: Tapped Out, such as crashing, freezing, and loading/progress issues.

 

Watch the video below to learn how to troubleshoot common mobile game issues. Prefer text to videos? Scroll down to see troubleshooting tips and other questions in writing.

 

 

 
Message 1 of 7 (23,795 Views)
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Re: How to resolve crashing, freezing, and loading/progress issues

[ Edited ]
Community Manager (retired)
PROTECT YOUR DATA BEFORE TROUBLESHOOTING THE GAME
 
We recommend TSTO players to record their Simpsons Tapped Out Mayhem ID
 
To reduce the chances for game data loss and the chance for data to be recoverable, we also encourage all of our anonymous users to register/log in with their game to Origin, Facebook, Google Play, or GameCenter (different apps may have different login capabilities).
 
Syncing your EA Account to Facebook and Game Center will prevent game loss if you have to reinstall your game. It will also allow us to help you more easily. 

 

NOTE: Apple removed the Game Center stand-alone app with the iOS 10 update, but your games are still saved.

 

If you play on an iOS device, you probably connect your games to Game Center so you can save your game data and play on multiple devices.

The iOS 10 update removed the Game Center app from devices and from the App Store, but Game Center can still save your games. Just tap Settings > Game Center to sign in to your linked game.

Message 2 of 7 (23,765 Views)
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Re: How to resolve crashing, freezing, and loading/progress issues

[ Edited ]
Community Manager (retired)

TROUBLESHOOTING STEPS FOR IOS APPS

Click to reveal the text

 

1. Update your device software

 

 

Spoiler
Make sure that your device’s software is up-to-date. We recommend visiting the Apple Support website.

2. Check for app updates

 

 

Spoiler

Once you have made sure your device is up-to-date, make sure that your app is up-to-date:

  1. Open the App Store and select Updates.
  2. Tap Update beside any app you would like to update or tap Update All if you would like to update all of your apps. 
  3. Enter your iTunes Store account information when prompted. The App Store will then download and install the available app updates.

NOTE: Some apps may require a Wi-Fi connection to update.

Restart the app

 

Spoiler

iOS 6 and earlier:

  1. Press the Home button to return to the Home screen.
  2. Double-click the Home button to display recent apps.
  3. Tap and hold the problematic app until the red minus icon appears.
  4. Tap the red minus to quit the app.
  5. Press the Home button, and then restart the app.

iOS 7 or 8:

  1. Press the Home button to return to the Home screen.
  2. Double-click the Home button to display recent apps.
  3. Swipe up on the app’s thumbnail image to quit the app.
  4. Press the Home button, and then restart the app.

 

Restart your device

 

Spoiler
  • Hold down the Sleep/Wake button until the "Slide to power off" option appears.
  • Power off your device, and once it's completely shut down,
  • Press the Sleep/Wake button to turn it back on.

 

Reinstall the app

 

 

Spoiler
  1. Touch and hold any app icon on the Home screen, until the icons start to shake.
  2. Tap the “x” in the top corner of the icon for the app that isn't working correctly.
  3. Tap Delete to remove the app and all associated data from your device.
  4. Press the Home button.
  5. Go to the App Store.
  6. Search for the app and then download it again. 

Note: 

This step may cause game progress to be lost. However, you can take steps to help reduce the chances of this occurring:

Record your Mayhem ID and or register/log in with Origin, Facebook, Google Play, or GameCenter if you're playing anonymously.

 

Performing these steps does not guarantee that data loss will not occur and does not guarantee the recoverability of your account. These steps will only reduce the chance for data loss and, in some cases, the data may be recoverable

 

 If you continue to have problems with your Springfield after following these steps and you have access to a second device:

 

Try to install the game and log into your Springfield from a secondary device. If the game works fine on device #2 it means something is off with device #1.

 

 If you continue to have problems with your Springfield on device #2 -OR- You do not have access to a second device:

 

Contact one of our EA Advisors.  

Message 3 of 7 (23,761 Views)
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Re: How to resolve crashing, freezing, and loading/progress issues

[ Edited ]
Community Manager (retired)

TROUBLESHOOTING STEPS FOR ANDROID APPS

Click to reveal the text

 

Make sure your device is up-to-date

 

 

Spoiler

It's important to ensure that your device's software is up-to-date. If you aren't sure how to update your phone's software, we recommend visiting your device manufacturer's website, or the Android Help Center.

If you are unsure of the manufacturer of your device, or would like to find information specifically about your device, you can find it visually and select it from this list to be provided the information you're looking for and more.

Make sure your app is up-to-date

 

 

Spoiler

Once you have made sure your device is up-to-date, check to make sure that your app is up-to-date. To do this, go to the Google Play Store, and then go to the "My Apps" section. Any items which have new versions available will say "Update Available."

 

NOTE: You can also set apps to update automatically whenever a new version is made available by selecting "Allow automatic updating" on the app's details page in Google Play to maintain the most current version of your app.

Restart the app

 

 

Spoiler
If your issue is affecting only a single app on your device, please try closing down just that app, and then restarting it. To fully-close an app, go to your App Settings, found in most Android versions in your System Settings, and "stop" the afflicted App with the "Force Stop" button. Wait a few seconds to make sure the App has stopped processing, and then attempt to re-start it.

 

 Close background apps

 

 

Spoiler

It is possible that your issue is a result of one or more other apps running "in the background" on your device, meaning they are being processed simultaneously with the App at hand. In this case you might have to Force Stop or close these applications rather than--or as well as--the App you're attempting to access.

  • Go to your App Settings
  • Display the Active Apps on your device
  • Select the App you wish to close and Force Stop it.
  • Repeat this step with all active Apps.

NOTE: This process can be handled automatically by App Management programs such as "Task-Managers" or "Task-Killers."  A number of these Apps are available on the Google Play Store and could go a long way in helping--and also hurting, if one is reckless--streamline this process and alleviate issues.

 

 Powercycle your phone

 

 

Spoiler

Problems may continue on your phone due to unavailable memory, system stress, or any number of problems. Powercycling might resolve it.

Powercycling means a full shut-off of your phone and then a restart. "Powering off" on many Android devices will leave some data and apps in a limbo-state in order to quickly boot your system upon restart, while a full powercycle prohibits this.

  • To powercycle, select "Restart" in your phone's "Phone Options," or what you might know as the Power-Off, menu, if "Restart" is followed by the caveat, "Close All Apps and Restart Phone."
  • Alternatively, you can power your phone off, remove the battery-housing face-plate and then remove for the battery for 10-15 seconds before reinserting the battery and powering your device back on to powercycle it as well.

 

Clear your cache to check if you're synced properly

  

 

Spoiler

If problems continue following troubleshooting, ensure your problems aren't stemming from an incorrectly synced App. Use the following steps to clear your cache. Only do this if your account is linked to Origin or Facebook.

 

  1. Tap the system Settings tab on the main screen of your device.
  2. Tap the General section of settings that is on the far right.
  3. Tap Storage in the General tab.
  4. Clear the cache data once storage calculates the data.
  5. Back out of the storage section.
  6. Tap Applications and find the application in question.
  7. Tap the application and clear the cache (if available).
  8. Clear the data for the application if there is no cache to clear.
  9. Exit the settings screen and restart the device.
  10. Log in with your Origin credentials once you have restarted start the application.

To make sure you're synced properly, first clear the Play Store's cache on your phone by again going to your App Settings, potentially called "Apps" in your System Settings, select the problem-App, and then select "Clear Cache," to clear the app of its temporary, or saved, files.

 

NOTE: Selecting "Clear Data" could potentially delete apps, permissions, logins, or more and is not suggested. Accidental use of the "Clear Data" button will result in a warning dictating, "All this app's data will be deleted permanently. This includes all files, settings, accounts, databases, etc." 

If problems persist, attempt to clear the Play Store's cache on your phone by again going to your App Settings, potentially called "Apps" in your System Settings, selecting "Google Play Store," and select "Clear Cache," to clear the app of its temporary, or saved, files. The above NOTE is even more important here; Avoid "Clear Data."

Following either or both of these steps, it is always a good idea to restart, or even powercycle, your phone.

 

 Re-install the app

 

Spoiler
  • To reinstall an app, go to the Google Play Store, then "My Apps." Select the App and choose to "Uninstall".
  • Following successful uninstallation, navigate to "My Apps," once more, swipe from the default "Installed" screen to "All," which should present you with an aggregated list of your Apps downloaded from the Google Play Store.
  • Find the App you're looking for and select "Install" again.
  • It is generally a good-practice to restart, or even powercycle, your device following successful installation.

NOTE: This step may cause loss of game progress. However, you can take steps to help reduce the chances of this occurring:

Performing these steps does not guarantee that data loss will not occur and does not guarantee the recoverability of your account. These steps will only reduce the chance for data loss and, in some cases, the data may be recoverable.

 

 If you continue to have problems with your Springfield after following these steps and you have access to a second device:

 

Try to install the game and log into your Springfield from a secondary device. If the game works fine on device #2 it means something is off with device #1.

 

 If you continue to have problems with your Springfield on device #2 -OR- You do not have access to a second device:

 

Contact one of our EA Advisors.  

 

Message 4 of 7 (23,754 Views)
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Re: How to resolve crashing, freezing, and loading/progress issues

[ Edited ]
Community Manager (retired)

EVERY TIME I LAUNCH THE GAME, MY SPRINGFIELD LOOKS LIKE THE PREVIOUS CHANGES AREN'T SAVED. HOW DO I FIX THIS?

 

You can fix this issue by following these steps: deleting and then re-installing your app.

 

iOS

 

Spoiler


You should use iOS version 4.3.3 or later to have access to Not On This iPhone/iPad in the App Store. On an iPhone go to App Store > Updates > Purchased > Not On This iPhone. On an iPad go to App Store > Purchased > Not On This iPad.

If you do not have the Not On This iPhone/iPad option, sync your iOS device with iTunes on your computer before deleting the app. Learn more about syncing with iTunes.

Once you've made sure you have access to this section of the App Store:

  1. Tap and hold the Tapped Out icon on the home screen of your iOS device until you see an X in the upper left-hand corner of the icon.
  2. You will get a message asking if you want to "Delete Tapped Out." Tap Delete to remove the app.
  3. Now go to Purchased > Not On This iPhone/iPad section of the App Store and find The Simpsons: Tapped Out.
  4. Tap Install to reinstall the app.

 

After the app reinstalls, you should restart your device.

 

ANDROID

Spoiler
  • Open the Google Play Store > My Apps.
  • Locate the app and tap Uninstall.
  • Once uninstalled, go back to My Apps and swipe from the default Installed screen to All, which should display a list of all apps ever downloaded from the Google Play Store.
  • Find the app and tap Install.

After the app reinstalls, you should restart or power cycle your device.

 

KINDLE

Spoiler
  • Open the Appstore on your device.
  • Go to Apps > My Apps > All.
  • Locate the app and tap Uninstall.
  • Go back to the app and tap Install.

 

After the app reinstalls, you should restart your device.

Message 5 of 7 (23,751 Views)
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Re: How to resolve crashing, freezing, and loading/progress issues

Community Manager (retired)

MY SPRINGFIELD IS BACK TO LEVEL 1

 

If you start playing The Simpsons: Tapped Out and do not recognize your Springfield, it's likely that your EA Account login session expired and you were logged out.

And if you are signed in, and you still aren't in your Springfield, try closing and relaunching the app. It may take a couple tries for your Springfield to appear again.

 

If you still need help, please contact us to reach an EA Advisor.

Message 6 of 7 (23,745 Views)
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Re: How to resolve crashing, freezing, and loading/progress issues

Community Manager (retired)

ERROR MESSAGE: WARNING! YOUR OTHER DEVICE DIDN'T SAVE YOUR SPRINGFIELD. PLEASE SIGN INTO THAT DEVICE BEFORE PLAYING.

 

This error message may appear for multiple reasons.

 

1. You're playing on several devices and have access to your other device.

 

  • Click Cancel on device #2.
  • Open the game on device #1.
  • Go to Krustyland or a neighbor's Springfield.
  • Go back to Springfield to see the "Synchronizing with servers" message.
  • Close the game on device #1.
  • Open the game on device #2.

2. You're playing on several devices but you don't have access to your other device.

3. You reinstalled the game on the same device.

4. The game didn't synchronized properly.

 

If you're in any of these situations, please do as follow:

 

  • Click Play Now.
  • A second pop-up will appear with a warning message "Some progress made on your other device may be lost".
  • Click Continue

If you save the game regularly by visiting Krustyland or another Springfield you will most like not lose progress or only the last few actions performed.

 

We recommend to always ensure the game is synchronized to avoid heavy data/progress loss.

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