bfgIlinalta
Moderator
Moderator
2,029 Posts

Re:Post any Rooms of Memory Technical Issues here

[Post New]by bfgIlinalta on Jan 25, 17 5:02 PM
Hello Druidia, smallcharm, and Ellei4997,

I'm sorry to hear that the game seems to be hanging on loading at around 89% or that parts of the game seem to not be loading properly. I'm able to load my particular game at this time, so maybe there was a temporary hiccup for connectivity for this game recently and it may already be cleared up by the time this message is read. I hope so, but if not, I'd like to provide some preliminary steps that have helped some players when this issue has occurred, as well as steps for contacting our Support Team should more assistance be needed.

The following steps have helped players in the past when the game hasn't loaded all the gifts in the game and instead loads swirly graphics or when there is a connectivity issue that seems to get stuck at a certain percentage every time the game is opened:

Clear Browser Cache

For any problems that continue after trying those steps, I recommend contacting our Technical Support Team HERE. Our Reps are always happy to provide additional support for our games and will do their best to get back in touch as soon as possible.

Thank you all for your patience. 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

 

Re:Post any Rooms of Memory Technical Issues here

[Post New]by Druidia on Jan 25, 17 8:42 PM
Did that both yesterday and today, bfgIlinalta. 89% and then it freezes!

 
bfgIlinalta
Moderator
Moderator
2,029 Posts

Re:Post any Rooms of Memory Technical Issues here

[Post New]by bfgIlinalta on Jan 26, 17 10:04 AM
Hello again Druidia,

I'm sorry to hear that is happening. It might be helpful from here to try a different browser if accessing the game from a web browser. If that doesn't work, or if this issue is occurring while accessing the game from the Big Fish Games App (Game Manager), then I recommend contacting our Technical Support Team HERE with a Dr. Felix Report and a description of what you are experiencing. Our Reps will do their best to get back in touch quickly to continue assisting.

Thank you for getting back in touch to let me know what happened when trying those steps, and, most of all, for your patience. Feel free to PM any of the moderators if there are further questions, we're all happy to listen and help out as best we can.

bfgIlinalta

 
smallcharm
Seahorse
Seahorse
33 Posts

Re:Post any Rooms of Memory Technical Issues here

[Post New]by smallcharm on Jan 26, 17 11:25 AM
Thank you for your thoughts on this issue, BUT the suggestion has not stop the swirling. it is sad because my neighbors are kind enough to gift me and I cannot respone with current gifts. Is this common that some of the images of gifts spin out?

Many thanks for your thoughts

 
bfgBellerophon
Moderator
Moderator
8,044 Posts

Re:Post any Rooms of Memory Technical Issues here

[Post New]by bfgBellerophon on Jan 27, 17 10:38 AM
Hi smallcharm,

Thank you for posting in this particular thread. I'm sorry that after trying the suggested troubleshooting steps, the issue continues to occur. Since we don't have the tools to provide further troubleshooting from the Forums, please reach out to our Technical Support Team as bfgIlinalta recommended. The support team is always willing to help in any way that they can.

Thank you for your patience and understanding. Feel free to PM any of the Active Moderators if you have any questions.

bfgBellerophon

 
Kittypurrrs
Herring
Herring
389 Posts

Re:Post any Rooms of Memory Technical Issues here

[Post New]by Kittypurrrs on Jan 27, 17 9:19 PM
BFG, my message back from the support team was an auto response saying they would reply in 48 to 72 hours, followed by another reply a week later saying they would like to "follow-up" ... in a message that asked no questions and does not allow a response as it was another auto reply.


(your forum does not have a head banging against a wall emoticon)

 

Re:Post any Rooms of Memory Technical Issues here

[Post New]by cookiewitch on Jan 28, 17 7:43 PM
This has happened several times now ( at least twice a week) The game will load and freeze up. When I close out ( because it wont allow me to do anything else) I lose my energy points. I cannot express how irritating this is. Please help.

 
sir_vival
Herring
Herring
399 Posts

Re:Post any Rooms of Memory Technical Issues here

[Post New]by sir_vival on Jan 31, 17 2:19 AM
Hello TechSupport team,
there are obviously problems by using 'My Posts', 'My Messages' (PM).

For further information, please check the thread:

"My Messages" not getting through

Those in this thread described problems also happened to me, some weeks ago.

Every solution is welcome - please give at least a forum reply.

Have a nice day
Sir Vival

 
Ellei4997
Guppy
Guppy
158 Posts

Re:Post any Rooms of Memory Technical Issues here

[Post New]by Ellei4997 on Feb 1, 17 5:36 AM
Cannot load game as of 2/01/2017, 7:00AM CST. All caches cleared, by the way.

Edit to say: I was able to log in to the game long enough to finish the competition task & visit/gift 1/2 of my neighbors; I am unable to visit/gift neighbors above my level.

At this time 1:10PM CST, I am stuck at 89% when trying to log in; I will keep trying intermittently throughout the day; I am clearing caches after every log in attempt.

Edited on 02/01/2017 at 11:11:00 AM PST


 
clm5457
Pufferfish
Pufferfish
1,435 Posts

Re:Post any Rooms of Memory Technical Issues here

[Post New]by clm5457 on Feb 1, 17 6:03 AM
Game will load but cannot search a room. I can play other BF games with no problem. It's on your end. How can we finish quests you give us with all these problems.

 

Re:Post any Rooms of Memory Technical Issues here

[Post New]by loriellen on Feb 1, 17 10:38 AM
the game will not load part 89%

 
bfgIlinalta
Moderator
Moderator
2,029 Posts

Re:Post any Rooms of Memory Technical Issues here

[Post New]by bfgIlinalta on Feb 2, 17 5:41 PM
Hello Everyone,

Thank you for your patience while waiting on a response. I am here now and can definitely try to assist with the issues that have been reported here. I wanted to start first by letting players know that the Forum Moderation Team is aware of the issues that can arise when certain combinations of characters are used adjacent to one another while posting to the forums. Just in case it is helpful, I'm going to go ahead and provide the announcement of this issue:

Having trouble posting about levels? - September 27, 2016

That above announcement discusses that particular issue further and provides some suggestions for circumventing it.

For players that are seeing trouble with the game loading, I was unable to reproduce the issue and seem to be able to load and connect on our end. I hope it's a temporary issue that has already been resolved; however, if players are seeing trouble with the game loading, there may be a few reasons why this is occurring. The first thing I would check is to see if clearing the browser's cache that the game is being played in can help with that as players have been able to use the following steps in the past to resolve that issue at times:

Clear Browser Cache

Kittypurrrs, I'm sorry to hear that there hasn't been a response. I went ahead and asked the Support Team about this and it appears that the latest response that our Reps sent to the email address associated with this forum profile was on January 18, 2017. It appears that our Reps have provided additional steps to find the support necessary for that particular issue and no response was received. For further assistance, please feel free to find the last response you've received and reply directly to it. It may also help to look through spam or junk email folders, as sometimes our emails are unintentionally sent there by some email providers. It can also help to add the following email to the safe sender's list for your email provider:

bigfishgames@mailwc.custhelp.com

Message continues...

Edited on 02/02/2017 at 5:42:51 PM PST


 
bfgIlinalta
Moderator
Moderator
2,029 Posts

Re:Post any Rooms of Memory Technical Issues here

[Post New]by bfgIlinalta on Feb 2, 17 5:42 PM
Message continued.

clm5457 and cookiewitch, since it sounds like the game is not working as expected, it may be helpful to try the clear browser steps mentioned above if playing in a browser. If playing using the Big Fish Games app (Game Manager), then I recommend contacting our Support Team using the information below.

For any problems that continue after trying those steps or if you would like some additional assistance with this game, I recommend contacting our Technical Support Team HERE with a Dr. Felix Report. Our Reps will help out as best they can, as quickly as possible.

Thank you all for your patience, and I hope this has been helpful. 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

 
Kittypurrrs
Herring
Herring
389 Posts

Re:Post any Rooms of Memory Technical Issues here

[Post New]by Kittypurrrs on Feb 2, 17 7:44 PM
Smallcharm, my gifts in the second page are all spinning so it is not just you. I thought it was because I am not in a guild and they are for guild members only. I have never seen them and they are always spinning

 
smallcharm
Seahorse
Seahorse
33 Posts

Re:Post any Rooms of Memory Technical Issues here

[Post New]by smallcharm on Feb 3, 17 8:18 AM
Thank you Kitty! I am not in a guild either... still spinning away and it is nice to have company...I was feeling like an only child Lets keep each other posted should there be a change....

 
Kittypurrrs
Herring
Herring
389 Posts

Re:Post any Rooms of Memory Technical Issues here

[Post New]by Kittypurrrs on Feb 4, 17 10:07 AM
Hi small charm. A high level player just told me the spinning gifts are for a future event and now, pages 3 and 4 also have them, so it is happening to everyone. I wonder which are the guild gifts then! Good thing I didn't randomly send them out to guild members!

I have gotten a few myself... so good to know I will have some ahead of the event as long as they do not mess up the game. (A rather random daily gift offer however!) I wonder if those are in the 15 in my gift box that I cannot accept as I have not yet seen them in game?

 

Re:Post any Rooms of Memory Technical Issues here

[Post New]by peanutsgarling on Feb 5, 17 2:21 PM
I just leveled up and my energy was filled. Before I even got to explore anywhere, it took away 100 of my energy! Is there anyone to contact about that? That's not fair!

 

Re:Post any Rooms of Memory Technical Issues here

[Post New]by peanutsgarling on Feb 5, 17 2:22 PM
I just leveled up and my energy was filled. Before I even got to explore anywhere, it took away 100 of my energy! Is there anyone to contact about that? That's not fair!

 
bfgBellerophon
Moderator
Moderator
8,044 Posts

Re:Post any Rooms of Memory Technical Issues here

[Post New]by bfgBellerophon on Feb 7, 17 11:03 AM
Hi Everyone,

I wanted to pop in here and thank players for taking the time to post in this thread. Thank you for providing clarification regarding the spinning gifts that is occurring.

In regards to items missing within the game, we apologize that we don't have the appropriate tools to assist with this issue from the forums. Please reach out to our Support Team with details of the issue. The support team is always happy to help in any way that they can.

Thank you for your patience. Feel free to PM any of the Active Moderators if you have any questions.

bfgBellerophon

 
Katwoman991
Guppy
Guppy
162 Posts

Re:Post any Rooms of Memory Technical Issues here

[Post New]by Katwoman991 on Feb 14, 17 10:07 AM
Stuck at 30% - using Google Chrome - all history has been deleted.
At this point I am unable to collect The Champion's Reward from the Space Casino Qst.
Not a happy camper with this game - I have experienced all of what others described, problem seemed to resolved until today.
Kat

 
 
 
 
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