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!

 

[Manifesto]

If you crash & end up at your base then it proves your connection is fine. Be sure to tell CS this and you will likely get crowns I've been told.

 

[MagicMelody]

CS told me that is my connection and my device.... Sure iPhone 7 Plus is not good enough..... and 200mbit down and 10mbit up also....
Instant DC without spinner... No crowns for me. Nothing.. i have lost over 300 Medals the last Days with the instand dc.

But sure its my fault. All my problems.

 

[S_How]

Its good that this is getting a fix. And, its nice to actually see specific action/timelines for a problem, that is rare around here.

I just want to make sure you're not taking out the battle refactor from 4.x, right? That was put in to address some really awful problems of earned stars not showing in war, etc.

 

[Shpalladina]

I was told by CS it would be fixed in 24 hours. Can anyone advise if it's been fixed: 2 days later and there are still complaints...

 

[Riesch]

I just crashed. The game that is. The battle.

 

[Fable]

Lol, players like myself (and thousands more) knew it was on Nexon's end after the first couple months the game was out. When u lose connection and then load up CoC and other games with no problems...what's funny is even though it's been stated before (Tim Train stated it as well) CS STILL has the audacity to blame the ppl who play the game.

Greed always comes back around, it's a shame Nexon didn't/doesn't take care of their player base like other games do. 100 crowns is nothing, don't get me started on that bull! I just hope someone with a clue fixes all the wrongs before u fall outside of the top 200 grossing games. Such a disappointment.

 

[Riesch]

I get the impression customer support really dislike the customers

 

[Imaera]

I have a huuuuuge collection of screenshots with crashes due to network disconnect. I'll pass it on my will to my grandsons!

 

[Nb4powerup]

Hi all!

Our developers, Big Huge Games, have applied (over time) many adjustments with the goal to minimize these connection errors. 4.6 did happen to reduce this to a lower level. One of the hardest things about connection issues is separating actual connection loss (personal network/carrier/signal drop) from something that could be code or server related. I understand that there is a ton of frustration when it comes to this subject but it does take a large amount of time to review and evaluate player reports. This a multi-faceted issue and will take many steps to fully resolve. That's why its important to report to our support team.

We've always been proud of the support our community has shown DomiNations and since the beginning, we've wanted to make sure that everyone is playing something that not only we love but the world will too. Games are meant to be fun and that been at the core of our vision with every update and will continue to be heading into Atomic Age.

It may seem a little rough right now and for those impacted, I apologize but we are addressing these issues and more. I appreciate everyones patience and I'll provide updates as I have them.

 

[Glacier]

I got mail from 139 days ago!!! Maybe Nexon needs to clean and take out the trash for once? Maybe all this unneeded outa date event mail is the problem?! Maybe Nexon demands for way too much data transfer? You can't possibly be telling me I need a 400trig device to run this 40mb app?

 

[Kaiser Shag]

Our developers, Big Huge Games,

More like "Big Huge Bugs"
But can you answer why you don't replace the loss of the players ?
100 crowns is not a fair compensation for the losses, when I loose 39 medals because of a bug I don't want 100 crowns, I just want my 39 medals back !!

 

[ccfoo]

Nb4powerup thanks for the response, yet I'm sure many of us will still remain frustrated. Firstly, you mention that it might be either due to personal like actual connection loss or server related. While actual connection loss might be possible, may I suggest that it is mainly due to server problems and affected almost everyone. And I'm sure that the server problems outnumber the actual connection loss many times. Whenever we send a message to CS, they just deliver the same can response and blame us, which frustrates us even more. CS should at least use a better copy and paste reply?

Secondly, we all agree with you that games are meant to be fun. Yet how fun is it to lose everything at a blink of an eye and need to go through the trouble to get a pittance of 100 crowns? Atomic age won't be fun at all with all these troubles plaguing the game. That's why we suggest to look at your network issues and solve them before adding more stuff to the already burdened servers.

Thirdly, while we might seem like the vocal dissatisfied minority here making noises, many of us do have alliance mates who are not in forum but are equally frustrated and have quit, losing good players and allies due to these crashes and the dissatisfied numbers are increasing daily. Patience is running thin. This game is losing its customer trust. The fix has to be up and running soon before there is a mass exodus of players out.

We know it is tough for you being the middle man, yet please tell your boss that the players are very angry, patience is running very thin, CS is delivering messages that blame players instead which makes them more angry, all resources have to be directed to fix this problem immediately and the update should be out sooner rather than later. Thanks.

 

[Technocrat]

As you mentioned, many others are experiencing the issues and not complaining, they're just leaving, playing less and/or spending less. We are seeing this in my alliance and it's only a matter of time before we lose interest. Having animatrons from CS who copy and paste responses without even understanding the issue (or where the fault likes) doesn't help.

 

[Christopher-Outlaws!!]

thanks for the update.

 

[Fable]

As you mentioned, many others are experiencing the issues and not complaining, they're just leaving, playing less and/or spending less.

Excellent point, those of us still at your throats actually care enough to waste our time posting in this forum.

Nb4powerup Ty for the update.

@Nexon I've stated it before and I'll state it again; pick a group of players from around the world to represent the player base with comments,,suggestions,,problems,,etc., sort of like a [League of Players]. My gosh u have some ppl here who care enough they r actually willing to help u sacrificing their own time. Hell, I will volunteer to beta test for u guys, just b more transparent. The leaders of the clans (that r active) should have your ear considering all the work they do to keep players IN the game because God knows u guys don't do enough.

 

[Riesch]

"For those impacted"...
All players are impacted. These crashes happen simultaneously to all players active in battle at the same time. Players from all over the world.
Some players lose interest in the game, or opt out of war and sit it out. Because of this. They dont care anymore to post complaints. Or dont because of the customer support attitude. My guess is that you dont have a clue of the scope of the problem.

 

[Riesch]

Yes, I stopped purchasing anything in the game. It would just crash away.

 

[Skaald]

The leaders of the clans (that r active) should have your ear considering all the work they do to keep players IN the game because God knows u guys don't do enough.

So very true! I keep being online to talk en sooth our players, just to keep em in the game. See players playing less, worse, not making war attacks anymore. Overall is dwindling. Yes, you are working on it, maybe get a fix, but those players will NOT return to this game. Alliances like ours took quite some time to build, to get a solid base and when that gone, poof, bye alliance. Even the players who stay will play less wars en be less active (and spend next to nothing).

So really, crashes are annoying, my daily farming hour before work is now for the third consecutive day a farming minute and an hour training. Gone peace treaty, gone oil and chickens, gone medals, no progress towards the timed goals. But most pressing issue are the players that are not complaining and just toss their tablets/phones aside and not return.

Id be happy to spent some of my precious time to keep and test this game, that's a big plus to have as a developer! I'd make sure that as a company I'd keep such loyal customers...

And on the side for you Dutch players: Dutch Warforce is still standing strong, and always on the lookout for new players. Come join us!
(Have to put that here, as this forum somehow doesn't let me maken a signature, one more of the many bugs)

 

[Chango]

Agreed 100%

 

[arno78]

Hello,
Just for your information Nexon, I never had these kind of errors, but it began yesterday with 5 Network errors in the day..3 today for now. That is happening on a WIFI connection or on an Eternet Gigabit connection...It may then spread to other players..Looking forward to having this patch then I know this is not easy and I'm sure you're working hard on this..I would assume that the success of the game and too many players bring that kind of problems. DO you have an idea of a timeline roughly (?)