bfgPanthalassa
Moderator
Moderator
2,034 Posts

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by bfgPanthalassa on Jan 3, 17 11:06 AM
Hi Everyone,

I wanted to drop in here to offer help for the concerns being posted to this thread.

Mlkren, I understand that the progress in your game disappeared, and I'm sorry to hear that this happened. I'd definitely like to be able to help get that restored for you, however the forums don't support the tools that would be needed to do so. Because of this, the Forum Moderation Team recommends contacting our Technical Support Team HERE with your original player ID, and any new player IDs that are appearing.

Our Reps can look into this issue further, and have access to the tools that are needed to offer support for matters like this. They're always happy to help as best they can. In case anyone else is encountering a problem like this, steps for locating the player ID to send can be found below:

Finding Your In-Game ID

Sweetypuss, it sounds like you haven't gotten a response from our Support Team yet, and it's completely understandable to want to look into this. Due to our Support Team members spending time with their loved ones over the recent holidays, their response time is longer than usual, and so there may be a delay in when they're able to get back to people. While this is the case, I can assure you that they're all working hard to address people's concerns as quickly as they're able, and we definitely appreciate your patience in this matter.

I hope that this information has helped, and thank you both for your understanding. If anyone has any questions, please feel free to PM one of our active Moderators.

bfgPanthalassa

 

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by cdgalambos on Jan 4, 17 5:32 AM
Thanks for the free game even after My ranting!!
Still mad though.
One would think because this is a completely new load since I lost my HDD that you would want to see if the "Issues", of which I do not have, could be related to "old" data not being cleansed properly and a new load would resolve all the "update" issues!

Oh well by the time you get this disaster cleaned up you will have too many that moved on and finally lost the "bug" and found other games to play.

 
GogaO
Minnow
Minnow
244 Posts

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by GogaO on Jan 4, 17 12:49 PM

A couple of minutes ago I sent the fourth airship but nothing happened.
It is still 9/12.
Does it mean I gave more than 400 airship items for nothing? It was the last part of the second challenge.
That's really unfair.

GogaT, ID 536470

 
bfgIlinalta
Moderator
Moderator
1,258 Posts

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by bfgIlinalta on Jan 4, 17 3:21 PM
Hello cdgalambos and GogaO,

Thank you both for taking the time to report your experiences here. We definitely want to help make sure the game is as enjoyable as possible and it sounds like both of you have already taken the time to also contact our Support Team for more assistance, which is what I would have recommended otherwise.

Since you've both already taken the time to contact our Support Team, I've gone ahead and ensured that those requests are in the queue to be responded to by one of our Reps personally. It appears that both requests are in our queue will receive a reply as soon as possible. If you receive a response that doesn't seem to address the issue, or asks for more information, be sure to reply directly to that response for more assistance. By replying directly to that response, you keep your place in queue and also alert our request system and Reps that more assistance is necessary.

I also want to give a heads up that our Support Team is currently working very hard to respond to a larger than usual amount of requests and it is taking us longer than we would like to get back in touch personally with all of our players. They have their heads down and will be sure to get in touch with you as soon as possible to continue following up with your request, and I wanted to thank you for your understanding and patience while waiting for our teams to reply.

Thank you again 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 your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by Saras_Grandma on Jan 4, 17 3:39 PM
Still waiting to hear back about what's going on or if they'll be able to restore everything I lost. Not sure if I'll keep on playing if I do get everything back. To late to catch up on the Castle Challenge and gifting. As before, my ID # is 539648. I even emailed them regarding this. Realize that they were off for the holidays, but at least keep all of us who are experiencing problems updated.

 
moonfell
Guppy
Guppy
177 Posts

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by moonfell on Jan 4, 17 5:23 PM
working on Midnight challenge and it wants Xmas Stars, at the moment my counter is showing 6 out of twelve and I know I have gotten 5 that aren't showing. can this be fixed. it is dropping the xmas stars but they are not showing on the challenge counter I am on the first of the last set of 10 challenges
thank you
Gavi-Tn 127617

Edited on 01/04/2017 at 5:43:51 PM PST


 

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by SimplySharon on Jan 4, 17 9:21 PM
I am playing on Windows 7, PC. My game is freezing constantly, rewards from clearing the rooms aren't showing up and when that happens nothing I click on works. The animations and music are still going but i can't get into settings or anything like that.
I installed the update (fix) to the game before playing tonight..seems it just causes more bugs?

Thanks! Jan 5, 2106

 
bfgPanthalassa
Moderator
Moderator
2,034 Posts

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by bfgPanthalassa on Jan 5, 17 4:21 PM
Hi Everyone,

I understand that there are some technical issues coming up in the game, and I wanted to stop in with help.

Saras_Grandma, I understand that you've reached out to our Customer Support Team but haven't heard back yet. The Forum Moderation Team definitely wants to make sure that people's issues are addressed, and I went ahead and reached out to the Support Team.

It looks like an automated email was sent to you few days ago by the team. Those messages can be sent in an effort to help as many people as possible, but we do understand that they don't necessarily resolve every situation. When someone receives an automated message that doesn't apply to their concern we ask that they please reply directly to it. Our system will close the ticket if we don't get a response within a few days, and replying will ensure that your spot in line is saved. This also lets us know that the issue hasn't been worked out, and a Rep will be in touch as soon as they're able.

moonfell, I'm sorry to hear that the Christmas Stars you're collecting aren't being tallied correctly for the Castle Challenge. It may help to try closing and re-opening the game, which can be useful in making sure that everything is able to load correctly. However, if the Stars that you've gotten still aren't appearing I recommend contacting our Technical Support Team HERE with your player ID and a Dr. Felix Report. Our Reps can provide customized assistance and they'll certainly be willing to help. Steps for locating that ID can be found in the following help article, if needed:

Finding Your In-Game ID

SimplySharon, it sounds like your game is running poorly and freezing up. To try and troubleshoot this problem, I suggest taking a look at the help article I included below, which can be particularly useful in this kind of situation:

Game Crashing, Freezing, or Blank Screen

If the steps there don't resolve the issues you're seeing, we invite you to reach out to our Support Team with that Dr. Felix and player ID. They can look into this further and offer additional help.

Thank you for your patience.

bfgPanthalassa

 
dogpenny
Parrotfish
Parrotfish
491 Posts

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by dogpenny on Jan 5, 17 7:44 PM
I am still having issues with not getting the item I need to continue the game. I may get money or something else that does not fit where it is supposed to, Any one else having this problem>

 

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by LethalLee412 on Jan 5, 17 10:47 PM
How do I restore my ID and progress on a new computer? My old laptop's screen is giving up so have purchased new laptop. However when I install the game it gives me a new ID. I have tried installing from within the Big Fish game manager but that makes no difference.

Original ID 620091
New ID 642052

Both laptops have Windows 10

 
gernespieler
Catfish
Catfish
1,547 Posts

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by gernespieler on Jan 6, 17 1:43 AM
have problems with certain friends when trying to gift. Are we back to the old time zone problems ??????

 

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by Darkstar_94 on Jan 6, 17 4:55 AM
Still no word from support beyond the initial form email - haven't been able to play my normal game for at least a week. Don't want to use the messed-up one & screw things up even more. Not a happy fishie

help!


Darkstar_94 wrote:
bfgIlinalta wrote:Hello Everyone,


Darkstar_94, we can definitely help get your progress back on your ID. Please contact our Support Team using the steps below with your current in-game ID and what has occurred as well as much information as you can provide about your previous progress. Our Reps will ask more questions to help get that account restored.

Message continues...



Oh I sure hope so. I have already contacted support & am waiting to hear. I tried uninstalling & reinstalling but it still came up with this "Katmandu" person instead of me. Keeping my fingers crossed. Thanks!

 
LarkBea
Herring
Herring
311 Posts

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by LarkBea on Jan 6, 17 8:23 AM
Features quit working a few minutes into game play. Cannot open tree area to send anything, can't open anything in social or crafting areas, can't even leave the game. This was happening before but only after playing a long time. Now it's occurring after only a couple of tasks.

Windows 7 Professional 32 bit.

 
bfgPanthalassa
Moderator
Moderator
2,034 Posts

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by bfgPanthalassa on Jan 6, 17 10:21 AM
Hi All,

I wanted to stop by to thank everyone here who's taken the time to report what they're seeing in the game, and to offer some help for these issues.

It sounds like some people may be seeing glitches in the game. When features in the game aren't working properly the Forum Moderation Team often suggest taking a look at our help articles, which can be great for trying some quick troubleshooting steps. I encourage taking a look at the following if you're seeing problems with the game's functions, such as gifting or crashing:

Game Crashing, Freezing, or Blank Screen

If anyone continues to see a technical issue or needs to move their profile to a new computer we recommend contacting our Technical Support Team HERE with your player ID. Our Reps have the tools needed to investigate these kinds of situations further, and they're always happy to provide customized help as best they can. If you're encountering a glitch in the game, we ask that you please also send a Dr. Felix Report in your email, which will help them look into the problem further.

In case they're needed, some steps for locating that ID can be found in the following help article:

Finding Your In-Game ID

dogpenny, it sounds like you aren't receiving the items that are needed for quests when playing hidden object scenes. In order to make sure the correct item drops, we recommend using the Find button in the quest. This will help work on getting the item that's needed to continue forward.

If you're still not receiving the correct items, or there's any trouble using that button, I encourage contacting our Technical Support Team with that Dr. Felix Report. Our Reps are always willing to help.

Darkstar_94, I'm sorry to hear that you haven't received a response from the Support Team yet. They're a little behind on their normal response time due to the recent holidays, as members of that team were spending time with their loved ones. While this is the case they all definitely want to make sure that people's concerns are addressed, and someone will be in touch as soon as they're able.

 
bfgPanthalassa
Moderator
Moderator
2,034 Posts

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by bfgPanthalassa on Jan 6, 17 10:21 AM
In the meantime, if you happen to receive an automated response, we ask that you please respond directly to it. Those automated emails may be sent out to try and help as many players as possible, and replying directly to it will let us know that the situation hasn’t been resolved. Additionally, our system will automatically close a ticket if we don’t receive a reply within a few days, and so responding will ensure that the ticket remains open and save your spot in line.

If anyone has any questions, please feel free to PM one of our active Moderators. Thank you for your patience.

bfgPanthalassa

 

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by dtjjkgr32815 on Jan 6, 17 11:56 AM
Hi.....Hope you can help. My cursor is very jerky in the game. It's perfectly fine anywhere else. I really don't want to uninstall/reinstall game. So afraid of losing everything. Can you help? Thanks

ID#620960 Avatar Name:ESSMMO

 
JohnTonkin
Starfish
Starfish
51 Posts

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by JohnTonkin on Jan 6, 17 2:39 PM
Weird error message when I tried to leave a gift under the tree today. It told me that there was a new update and that my version was incompatible. Not true of others I tried to gift. I checked with the manual update option check on the game manager and didn't find any updates or the auto update notifier. What gives. Have also been noticing the very jerky cursor and also the wheel of fortune is jerky.

Another, unrelated, concern -- I am current with the seasonal games, but have 8 left and it says only 8 days left -- will there be time to finish?

 

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by LethalLee412 on Jan 6, 17 11:20 PM
Dear Moderator

I posted this on page 262. Any response?

"How do I restore my ID and progress on a new computer? My old laptop's screen is giving up so have purchased new laptop. However when I install the game it gives me a new ID. I have tried installing from within the Big Fish game manager but that makes no difference.

Original ID 620091
New ID 642052

Both laptops have Windows 10"

 

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by shawnlwoodcock on Jan 7, 17 2:51 AM
I continue to get almost done with my quest and then the game either glitches and I loose a lot of progress or I exit out of the game and go back later and have lost progress. This makes it extremely hard to do quests. I play on a kindle.

 
kayette
Parrotfish
Parrotfish
472 Posts

Re:Post your Midnight Castle (PC) Technical Issues Here Only!

[Post New]by kayette on Jan 7, 17 11:38 AM
I play on a PC but I have the same problem of no progress being saved. I have quit out and restarted 5 times in the last hour and no progress saved! This is very frustrating!

 
 
 
 
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