Network Issues - No Spinner

[Nb4powerup]

Over the past few weeks we've been busy investigating an increase in Network Errors.

If you’ve been following our Facebook or Twitter feeds, you know that in October we had several server hardware failures that increased the amount of Network Errors. But even as we fixed our underlying server hardware issues we were still seeing an increase in reported Network Errors, which lead us redirect our attention to changes in the last update.

If you are using an unreliable internet connection or have dropped your connection to the internet (or if one of our servers fails), you see a yellow spinner while the game tries to get a response from the server before displaying a Network Error popup indicating that you have lost connection and have to reload. In early October, players started reporting an immediate Network Error popup without a yellow spinner. After investigating further (and fixing our hardware issues) we discovered that this new Network Error behavior is the side-effect of a fix made in the 4.7 update that prevented the game crashing during battles. Unfortunately, the crash fix can cause players to hit a Network Error even while on a strong internet connection.

So to correct the issue we are updating the original fix to no longer cause a Network Error when preventing a crash and are putting more preventative guards in place. We’re including these fixes in our next update that we hope to have out as soon as possible.

Thanks for your patience!

 

[Shpalladina]

My patience is rapidly waning. The drop outs are increasing. It doesn't help when you complain that the first response blames your device or network connection when it is obviously not at our end.

It is really disappointing that the problems have appeared again. I think it probably had something to do with the advertising videos... which ironically will be enticing people away from the game as the network problems increase the frustrations of the most active players such as myself.

I have stopped playing because the drop in medal count is untenable... I'll be at zero before very long at this rapid rate of decline - and people don't want to war when it is so risky either. I'll be back when I see a post here that tells me the problem has been fixed - if the new games I will be trying in the meantime don't hold my attention that is.

 

[Master Contrail Program]

Thank you Nb4powerup and Nexon/BHG for officially addressing this. A little communication goes a long way. I don't know if the fix alone has worked ,or if overall AWS traffic was down due to the DDOS attack in large swaths of Europe and America, but no crashes today. Knock on wood. Fingers crossed, etcetera.

Good luck out there, party people. Enjoy your weekends.

 

[maggiepie]

Thank you for this acknowledgement and for the continued work towards improving the stability of this great game.

It is disappointing, however, that while nexon/bhg were aware the issue was on their end that their CS representatives continued to blame the players (during one of the announced server issues, CS had the nerve to tell me it was absolutely my device and I should resolve to simply give up the game...after over a year of near daily play).

Are there plans to update CS with the current awareness of the server/game issues so that they may respond more appropriately to players willing to spend the time to assist in tracking the extent of the problems by continuing to make reports? Perhaps some good will compensation for players that have been dealing with these crashes regularly?

 

[Master Contrail Program]

No Title

"Haha! Not so fast!" Says the Internet Connectivity Gremlin. Of course within an hour or so of posting the above I get a total rebuild crash.

Sigh. I suppose it's technically always after midnight somewhere.

 

[Muschristian]

Perhaps you should consider giving every player in the game 2000 Crowns as you finally admit that people checking there wifi connection constantly or uninstalling and reinstalling the game has been a complete waste of time. Not to mention the lost armies and potential loot gain and then lost loot because of having no peace treaty....
I think it would be only fair...
Also my alliance has lost a few really good members due to these faults which has a knock on negative effect...
Mus
British Lions!
War Tues, Fri 21:30

 

[MacMarla]

Thank you for the update can't wait to get back to normal game play!

 

[Cris 4321]

Nb4powerup - thanks for update, one of the most frustrating bugs in the game to date, recurring and widespread. What is the timing please of the fixes you mention above.

For the CS response, I would also suggest they use the above in their response to players reporting these crashes in first instance, rather than the standard message about disabling sounds, freeing up memory, restarting the device, etc etc

Thanks

 

[Sir Pent]

I've had most of my battles, including war battles, result in being disconnected over the last 2 weeks. Disconnections usually before any medals were earned leading to not only a loss of an army, but a big drop in medals too. Big enough of a drop that I've lost an entire league ranking just from disconnects.

Even more frustrating to reach out to support and only have them blame my device and/or internet connection and not be willing to consider any other possible cause.

It's refreshing to see an admission that there was a legitimate server and app issue behind a majority of these disconnections all along. This level of communication is appreciated and goes a long way.

 

[Imaera]

Yesterday 3 members of my alliance crashed in the same second, due to network disconnect. Today we were online only 2 and again, both crashed in the same time. We have not the same internet provider, we're not even in the same countries. This can't be a coincidence. And CS is not responding.

 

[Viridila]

Thanks, I have also suffered this kind of errors. I am hoping that things will go back regulary.

 

[Horsepower]

When you say it will be fixed in a update when EXACTLY is this update coming? Why is it taking so long? Many of us are paying customers who have lost crowns and time. Everyday that go's by I'm thinking about quitting this game.

 

[Maurmo]

Again I have had the network error and no indication ..ie spinning circle. How long before the patch arrives? I have already gone down in league and lost umpteen medals crowns and materials to this error not of my making. We need to know when this is going to be rectified otherwise what is the point of battling???? If you are waiting until next month then I for one will discontinue playing.

 

[Maurmo]

I think I will have a word with Apple because the game is clearly not fit for purpose as it stands. This is down the the maker not the player and as long as it goes on the player is being hit without adequate recompense. 100 crowns is not adequate recompense..

 

[ROBONGO]

After the money I've spent to come from nothing to level 191 and to be told it was my internet and not give a crap about me or what I've put into this game I'm pissed. I was losing battles metals and crowns so what will I get for my loses I bet nothing and will probably be told more bs when I report a issue to staff again. Think I'll save my money

 

[Riesch]

Three sudden network errors today mid-battle. Again. Lost a bunch of medals, food and oil. Had to wait an hour to rebuild. When is that patch coming? Definately not going to do payments and have posted a review in the app store. I am not confident that the next patch will solve it, and I am almost certain it will introduce a lot more bugs. nexon/bhg trusted by me is going downhill, and I am not the only one. You need some fundamental change.

 

[Riesch]

Yes, the game is barely playable. Good idea.

 

[Kaiser Shag]

This is really a huge problem, I've lost many medals because of this. I have 2744 medals right know but I should be around 3000 because I lost so many due to disconnect during battle before earning any medal. Very often I loose 39 medal in one battle due to this bug ...
I always take a screen copy and when I contact the support they give me 100 crowns ... I'm sorry but 100 crowns is way not enough to compensate this loss, it takes many hours and battles to regain the lost medals (assuming that there is no other bug during the battles to recover the loss ..).

@Nb4powerup Why can't you just give back to the players which have a proof with a screen the lost amount of medals (and even this would be unfair because we can't take a screen when the battles are lost due to crashes instead of disconnection)? I would much more have my 39 medals back lost due to disconnection rather than the small compensation of 100 crowns ..
Also why do you don't give back the lost battles during war ? the battle are often marked as not done but in fact the player lost an attack, can't Nexon just fix this problem so that a battle which is marked as not done is still available for the player ?

 

[Empire Guard]

As others have asked, when will the new update be ready? I hope Nexon is not holding up releasing the fix so they can get new content ready to release in the same update.

 

[Kalmyre]

So this is the new recourse for submitting a ticket to Customer Service, direct me here without even any crowns?