Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by Ch3rpA on Sep 15, 17 8:49 AM
Since the September 6, 2017 up date, the gifts & requests envelope seems to be malfunctioning. Friends tell me they have sent gifts or requested lives but my envelope has nothing it in. Also when I have sent gifts to friends they have either same issue or envelope shows a number on it but when opened there is nothing there. Are you aware & working on a fix?

 

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by BigCupBonsaiBug on Sep 15, 17 10:12 AM
Hi,

I just ran into an error on Vladivostok level 63. Here's the situation:

a) Used all moves without completing the level
b) Spun the wheel and won 5 more moves
c) With 1 move left I still needed 3 more bricks
d) With the last move I was able to match 3 bricks.

Instead of telling me level complete, the game asked if I wanted to spend 150 coins to continue. Confused, I said OK (luckily, I had enough coins.) The game immediately said that I completed the level without requiring me to use any moves.

Not a big deal. This is the first time in over 3 years that I ran into this problem. I thought that your programmers would appreciated the debugging challenge.

Lance

 
keitht53
Parrotfish
Parrotfish
461 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by keitht53 on Sep 15, 17 10:59 AM
I've just had the same problem as BigCup..... I wasn't in Vladivostok, I was in KL and it's the second time that has happened to me in the past couple of weeks. I had the coins available and used them, but do object to being ripped off like that.

 
bfgBeruna
Moderator
Moderator
2,525 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by bfgBeruna on Sep 15, 17 11:13 AM
Hello keitht53 and BigCupBonsaiBug,

Thank you both for reaching out to us. I'm swimming by to provide some troubleshooting guidance. Our Gummy Drop! Support Team will want to take a look into both of these matters, so please write in to them. I would recommend including your User ID with the inquiry.

If any further questions arise, please PM another active Moderator or me, and we'll provide help however we can. Until then, have a lovely weekend.

bfgBeruna

 

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by Jplbridge on Sep 15, 17 3:44 PM
I'm having same problem as Ch3rpA. My envelope icon shows 6 items, but nothing shows up when I open it. Also, some of my friends don't show up any longer, and many times, it would say I don't have any gifts to give, but then would allow me to send a life... This portion of the game has been pretty buggy.

Also, I have a suggestion which might be a little more involved for your programmers, but it doesn't make sense that moving resources is a constant 4 hours regardless of proximity. Closer cities should result in shorter shipping times

 
bfgBeruna
Moderator
Moderator
2,525 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by bfgBeruna on Sep 15, 17 4:53 PM
Hello Jplbridge,

I'm sorry there's been trouble getting envelopes to open. Receiving gifts from friends is one of the most enjoyable parts of the game, and we definitely want to get this working for you again. As bfgIlinalta said previously, this is similar to a previously reported error in the game, and the most promising way to resolve it is by reaching out to our Technical Support Team.

Please contact the Support Team and include your User ID with the inquiry. They'll be the best equipped to walk you through the troubleshooting process.

Thank you for your patience and understanding. Please don't hesitate to PM me or another active Moderator should more questions arise. We'll be here to help.

bfgBeruna

 

Game No Longer Opening past the beginning black screen

[Post New]by lindseycholt on Sep 15, 17 8:36 PM
I've had the game and played for about one year or so now, and it suddenly won't open. I tried all the "trouble shooting" suggestions, uninstalled, reinstalled, attempted to open in airplane mode as suggested by customer service, but nothing works. I can't get a response back from customer service beyond them asking what model phone I have. Any suggestions beyond the steps listed above would be greatly appreciated! I had just purchased coins and hate to see that money go to waste! Thank you for your help

 
zapberry
Seahorse
Seahorse
27 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by zapberry on Sep 16, 17 11:44 AM
I experienced the same thing except it was Vladivostok level 23, intern. The requirements were to collect 9k bricks and achieve a score of 20k. I completed the level on my very last move yet it told me I lost the level. I have a screenshot I could upload later, if the mods are interested in passing it along to the development team.

 

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by lanou68 on Sep 17, 17 12:31 AM
Depuis presque une semaine, je ne peux plus ouvrir Gummy drop. Je joue avec iOS et j'ai effectué les mises à jour. J'ai essayé sur différentes tablettes et sur mon IPhone mais le résultat est le même: le jeu commence à se lancer et après le message d'accueil, le jeu se coupe. Quelqu'un peut-il m'aider?

 
lordkalvan
Stingray
Stingray
5,577 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by lordkalvan on Sep 17, 17 11:51 AM
zapberry wrote:I experienced the same thing except it was Vladivostok level 23, intern. The requirements were to collect 9k bricks and achieve a score of 20k. I completed the level on my very last move yet it told me I lost the level. I have a screenshot I could upload later, if the mods are interested in passing it along to the development team.

Exactly the same thing just happened to me, with the same level. I took a screenshot however I suspect that the developers can figure out the bug. Sounds like a fence post error.

Extra details in case it matters: I had everything except enough bricks. Needed 100 bricks. One move left and I made a swap that collected a three in a row, which should give me 300 bricks. The screenshot shows the "so close" screen showing checks for points and bricks both.

I suspect that the logic is failing to wait until the last move finishes before it goes to the "so close" screen.

Edited on 09/17/2017 at 12:16:41 PM PST


 
Trav3lbird
Clownfish
Clownfish
823 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by Trav3lbird on Sep 17, 17 1:31 PM
Same "need moves" issue with Vladivostok intern level 94. I took a screen shot of it but don't know how, or where, to send it.

 
bfgIlinalta
Moderator
Moderator
3,807 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by bfgIlinalta on Sep 17, 17 3:14 PM
Hello Everyone,

Thank you for taking the time to report your experiences in the mobile version of Gummy Drop!. It sounds like there are some issues here, and I wanted to swim by real fast to provide some suggestions as well as steps for getting in touch with our Support Team.

The first thing I want to address is players reporting an issue with the game not providing a winning screen after completing the objectives of the level, should those objectives be completed on the last move or second. I'm sorry this is happening. We definitely would like to look further into this issue, and I wanted to provide the steps for how to contact our Support Team to provide them information regarding this issue.

In this case, I recommend contacting our Gummy Drop! Support Team with your ID and a description of what has occurred. It would also help to describe how the level ended and what city and level this happened in, so our Reps can make note of this and provide it to the right teams for their investigation. If you're unsure how to retrieve your ID, the following article can assist:

What is my User ID?

It would also help, should you encounter the issue again, to take a screenshot of the moment showing you've completed the level's objectives, but the game displays that it was unsuccessful. Just in case it's helpful, we have a few articles on how to take screenshots on an Android and on an iOS device below:

How do I take a screenshot? (Android)
How do I take a screenshot? (iOS)

Those articles should assist players on mobile wanting to take a screenshot to provide to our teams. The form linked above should have a section to provide screenshots, should you already have them. Thank you all for reporting this and for taking the time to let us know your experiences both here and with our Support Team.

Some players are reporting different issues, and I also wanted to take the time to provide some steps for these issues in my next post.

 
bfgIlinalta
Moderator
Moderator
3,807 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by bfgIlinalta on Sep 17, 17 3:14 PM
Trav3lbird, thanks for letting us know you have some screenshots of that issue. What I recommend is attaching it to either your request to our Gummy Drop! Support Team, or, if you're already in contact with them, in a reply to their most recent response to your request. If you'd like assistance on attaching an email to your reply, the following article can assist:

Attach a File to Your Email

I hope that is able to assist with getting those screenshots to our teams.

lanou68, I'm sorry that seems to be happening. I don't know French, but I will do my best to provide a translation using an online tool to provide some suggestions to try. I apologize in advance for any typographical or grammatical errors due to this translation.

Since it sounds like you've tried some of our steps, I recommend contacting our Gummy Drop! Support Team with your User ID, if it's available to provide. Otherwise, just provide the type of device you are playing on as well as the operating system version it is running. Our Reps will be sure to follow up as soon as they can. Thanks for your patience!

lanou68, je suis désolé que cela semble se produire. Je ne connais pas le français, mais je ferai de mon mieux pour fournir une traduction en utilisant un outil en ligne pour fournir des suggestions à essayer. Je m'excuse d'avance pour toute erreur typographique ou grammaticale due à cette traduction.

Comme il semble que vous avez essayé certaines de nos étapes, je vous invite à contacter notre Gummy Drop! Support Team avec votre User ID, s'il est disponible. Sinon, il suffit de fournir le type d'appareil que vous jouez ainsi que la version du système d'exploitation qu'il exécute. Nos représentants seront sûrs de le suivre aussitôt qu'ils le pourront. Merci pour votre patience!

 
bfgIlinalta
Moderator
Moderator
3,807 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by bfgIlinalta on Sep 17, 17 3:14 PM
Thank you all for your patience, and I hope this was able to assist. If there are any further questions, please feel free to PM me or any of our other active Moderators. We are all happy to listen and help out as best we can.

bfgIlinalta

 
Trav3lbird
Clownfish
Clownfish
823 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by Trav3lbird on Sep 17, 17 3:46 PM
Thanks bfgllinalta, I worked out how to do it and have sent a request with the screenshot to customer support as I know lots of people are having this problem.

 

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by Monabug on Sep 17, 17 5:14 PM
Why does the envelope for request and gifts have a number on it and when I click on it nothing is there. Also the little man says invite friends a nd nothing happens there either

 

"Out of moves" when the level was completed on the last move

[Post New]by Purple_Squirrel7 on Sep 18, 17 4:24 AM
This has happened 3 times to me so far. I complete a level on the last move, but I get the out of moves splash screen showing that all the requirements have been met, but I need to purchase more moves to get credit for finishing.
This is very annoying, and I'm tired of wasting gold to "finish" levels that have already been completed








Tried to include screenshots, hopefully it worked

 
bfgBellerophon
Marlin
Marlin
9,130 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by bfgBellerophon on Sep 18, 17 7:40 AM
Hi Monabug and Purple_Squirrel7,

Thank you for taking the time to post in this thread what is occurring within your Gummy Drop! games. The teams definitely want to help get things up and running as they should, so I'm happy to help provide some assistance regarding these issues.

Monabug, since it sounds like gifts aren't being received correctly, please reach out to our Gummy Drop Support Team with your user ID. Please provide details of the issues you are seeing so that the Support Team can investigate for you.

Purple_Squirrel7, thank you for taking screenshots of your issue. I was able to reach out to the Gummy Drop Support Team and they were unable to locate a ticket that is associated with the email address on your forums account. Please use the link above to reach out to the Support Team so that they can help address your issue.

Thank you everyone for your patience and understanding. If you have any questions, feel free to PM me or any of the Active Moderators. We are happy to help in any way that we can.

bfgBellerophon

 

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by Smackauf on Sep 18, 17 9:37 AM
I was replaying level 48 in Seoul. The second tier. on the last move I completed all the tasks but the game didn't register that I had. I have a screen print showing check marks for the three accomplished tasks but the message "so close".. but with the tasks all checked as complete. The upsetting thing is that I had to use multiple items to get it done and now I am out almost 300 gold coins worth of items. Is there an email address I can send the screen print to show?

 
bfgIlinalta
Moderator
Moderator
3,807 Posts

Re:Please post any TECH ISSUES for Gummy Drop! Mobile here!

[Post New]by bfgIlinalta on Sep 18, 17 12:13 PM
Hello Smackauf,

Thank you for taking the time to report your experiences while playing Gummy Drop! here. There appears to be some trouble with how the game is handling players winning during the last move or second of a level, and I'm sorry that this has affected your play.

Thank you as well for letting me know you were able to obtain a screen shot of that moment, that will certainly help the teams behind this game address this specific issue. If you haven't already, please contact our Gummy Drop! Support Team with that screenshot, the city and level this occurred, and your User ID. Thank you for taking the time to provide us that screenshot. Our Reps will be sure to follow up as soon as they can.

Thank you to our players who have reported the issue with levels not completing as expected when winning on the last move or second. The teams behind the game are actively investigating this issue to try and resolve it quickly, and we encourage players who encounter this to contact our Support Team as above to aid us in investigating the issue further. If you need assistance taking a screenshot, please see our helpful articles below for taking screenshots across Android and iOS devices:

How do I take a screenshot? (Android)
How do I take a screenshot? (iOS)

Thank you everyone for your patience while that issue is looked into. If there are any further questions, please feel free to PM me or any of our other active Moderators. We are all happy to listen and help out as best we can.

bfgIlinalta

 
 
 
 
Go to: