An Announcement regarding issues visiting neighbors - November 4, 2016

Hi Everyone,

Great news! After a recent outage, Rooms of Memory is back up and running again. Thank you all for your patience, and we hope that you're able to get back to your game.

If there's still trouble with connecting to the game, please contact our Technical Support Team HERE with a Dr. Felix Report and/or post in the following thread:

Post any Rooms of Memory Technical Issues here

Thank you,

bfgWaimea

Hi Everyone,

I wanted to let players know that the Moderation Team is aware of the connection issues that players are experiencing. We apologize for this inconvenience as we absolutely want players to be able to enjoy their games. We can assure you that we have alerted the appropriate teams of this issue. If any information is brought to our attention about this issue, we will update this particular thread.

Thank you for your patience as the appropriate teams investigate.

bfgBellerophon

Hi Everyone,

I wanted to pop in here and thank players for their patience as the appropriate teams worked on the connection and crash issues that had been reported in the Forums and to our Customer Support Team. The appropriate teams have brought to our attention that the issue has been resolved and players should be able to access their game.

If issues still persist, please try to clear the cache to ensure that the latest server changes are implemented onto your system. I’ll include below a link to a help article with steps:

Clear Browser Cache

Our Customer Support Team is also willing to help in any way that they can. Please provide a Dr. Felix Report so that they can provide steps that are specific to your computer’s configurations.

Thank you for your patience.

bfgBellerophon

Hi Everyone,

The Moderation Team appreciates players taking their time to let us know what they are experiencing when trying to access their Rooms of Memory game. We have gone ahead and passed this information along to the appropriate teams regarding the connection issues that players are seeing. They have let us know that the developers are aware of the issues and are working hard to resolve them.

Once any information is known, we will update this thread. Thank you for your patience and understanding.

bfgBellerophon

Hi Everyone,

The Forum Moderation Team wanted to stop in here to address the issue preventing some players from visiting their neighbors. We're sorry to hear that people have been experiencing this, and we wanted to thank everyone for their patience as we've passed along the posts about this in the forums.

The appropriate team has been made aware of this problem and are in the process of looking into it. In the meantime, if someone is encountering this issue, we're asking if you can please contact our Technical Support Team HERE with a screenshot of your UID in the game. That information can help with the technical investigations like this one, and our Reps have the tools to pass the screenshot along to the right teams.

That UID should be able to be located on the bottom of the game display when not in full-screen mode. If you are, you can exit full-screen on the computer by just pressing the Esc key. For steps on taking a screenshot to send I encourage checking out the following help article:

Taking a Screenshot

In the meantime, if anyone would like to discuss this issue further or notices additional problems to report we invite you to post to the thread I've included below. By keeping those technical posts in that thread it will assist the team in locating any relevant info for technical investigations easily, and also help the Moderation Team to track any new trends that need to be reported:

Post any Rooms of Memory Technical Issues here

Thank you all for your understanding as this is looked into. The Forum Moderation Team will make sure to update this thread with any new information we receive.

bfgPanthalassa

Hi Everyone,

I wanted to pop in here and let players know that the Moderation Team has received word from the Customer Support Team that emails have been received regarding the neighbor issue. We want to thank players for taking the time to write into the support team with their User ID (UID). The information provided within these emails is helpful and greatly appreciated. If you would like to aid in the investigation, feel free to reach out to the Support Team with the information requested above. Please refer to bfgPanthalassa’s post above for the specific steps.

Thank you everyone for your patience and willingness to help resolve this issue. If any new information is brought to our attention, we will update the forums for all the players.

bfgBellerophon