bfgIlinalta
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An Announcement Regarding the "An Update is Available" Message Loop for Android Players.

[Post New]by bfgIlinalta on Apr 9, 17 3:03 PM
Hello Everybody,

The Forum Moderation Team is aware that some players of Midnight Castle using an Android device may be seeing the most recent update message asking to update the game, but when trying to use that prompt, are taken back to the message rather than the game being updated. We want to apologize to players who are encountering this issue and want everyone to know that the right teams have been informed of the issue and need some additional information to investigate further.

To that end, I'd like to request players who are seeing this issue occur on their Android device to please contact our Midnight Castle Support Team with the make and model of the device seeing the issue as well as the version of operating system that device is running. This will be provided to the appropriate teams for their investigation into this issue.

Thank you for your patience and for helping us investigate why some players are seeing this occur. 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

Edited on 05/21/2017 at 11:00:54 AM PST


 
bfgIlinalta
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Re:An Announcement Regarding the "An Update is Available" Message Loop for Android Players.

[Post New]by bfgIlinalta on Apr 12, 17 11:24 AM
Hello Everyone,

Thank you for your patience while we look into this issue affecting some players on Android devices. The appropriate teams are still investigating the issue and as soon as more information is provided, the Forum Moderation Team will be sure to update this announcement for players who are affected.

In the meantime, it is possible to continue playing the game by tapping on the X for the message and continuing on to play Midnight Castle. While this will allow players to play the game, it will not have the Spring Event items and changes available. This will also allow players to continue enjoying Midnight Castle while waiting for more information.

The Forum Moderation Team would like to also recommend to all of our players to note the Friend Code (FC) that links to the progress being made in Midnight Castle as this information can be very helpful in restoring progress or making in-game changes with the help of the Midnight Castle Support Team.

Also, we would like to remind players that while our Support Team does have the tools to transfer progress between devices and in-game Friend Codes, these tools are unable to transfer Friend Lists. We also recommend noting Friend Codes from that list should progress need to be transferred to a new device or restored. This will make it more quick to rebuild that list after a progress transfer.

Thank you all for having taken the time to report this issue and also those who have written in to our Midnight Castle Support Team. If you are experiencing this issue and haven't already done so, you can contact the Support Team using the link above and then selecting the "Contact Customer Support" link. Please also provide the device model and make, the operating system version it is running, and your in-game Friend Code. Thank you in advance for helping out the investigation.

Just in case it is helpful, the following page explains what a Friend Code in Midnight Castle is as well as how to retrieve it:

What is my Friend Code?

Thank you as well for your continued patience. Do not hesitate to contact any of the active Moderators with further questions. We're all happy to listen and help.

bfgIlinalta

 
bfgIlinalta
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Moderator
3,807 Posts

Re:An Announcement Regarding the "An Update is Available" Message Loop for Android Players.

[Post New]by bfgIlinalta on Apr 12, 17 2:22 PM
Hello again Everyone,

Thank you for your patience as we investigated this issue further. It has come to our attention that the recent update for Midnight Castle has resulted in certain Kindle and Blackberry devices becoming no longer supported with this game. To ensure that players on all supported devices have the best possible gaming experience, the difficult decision was made to discontinue support for certain Kindle and Blackberry devices.

We absolutely never try and make a game unplayable on any device, but with changes to devices and OS software, we also want to make sure games are able to play at their best on the newest and most used devices. Sometimes this causes games to become incompatible with older devices such as what appears to be happening with certain Kindle or Blackberry devices.

While the decision has been made to no longer support those specific devices, we’ll be able to easily restore the original game progress on a new device at any time if you have your current Friend Code. If you are unsure of what your Friend Code is, you can X out of the “Update available” message when the game launches to get back into the game to locate it. Now would also be a good time to note down the IDs for any of your friends, as the friend list doesn’t carry over when we transfer progress between devices.

If it is helpful, the following page explains where to find a Friend Code:

What is my Friend Code?

Also, affected players are encouraged to reach out to our Midnight Castle Support Team with the following information: the model and type of device seeing the issue, the operating system version it is running, as well as your in-game Friend Code. Our Reps will be sure to follow up to discuss what might be happening and to confirm if the device being used is affected by this update.

 
bfgIlinalta
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Moderator
3,807 Posts

Re:An Announcement Regarding the "An Update is Available" Message Loop for Android Players.

[Post New]by bfgIlinalta on Apr 12, 17 2:22 PM
As clarification and reiteration, only some Kindles and Blackberry devices are affected by this and may require further troubleshooting to download the update rather than being no longer supported. Please be sure to contact the Midnight Castle Support Team with that above information so our Reps can provide assistance if it is necessary to receive the update.

Thank you for your patience while this investigation was conducted. Please don't hesitate to contact any of our active Moderators. We'd be happy to listen and help as best we can.

bfgIlinalta

 
bfgIlinalta
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3,807 Posts

Re:An Announcement Regarding the "An Update is Available" Message Loop for Android Players.

[Post New]by bfgIlinalta on Apr 18, 17 10:45 AM
Hello Everyone,

I am happy to announce that the appropriate teams behind Midnight Castle have been able to work with the issues surrounding some devices becoming unsupported with the game and have released an update that should allow these devices to download the most recent update to the game.

For players that have been unable to update their game, we request that you please head to the Google Play or Amazon App store to download the latest update.

If you're experiencing any technical issues or if the update still isn't installing, please check out our Android Games Help & FAQ. If there's still trouble with the update after checking the help article or if you'd like some personalized assistance with the update, please contact our Midnight Castle Support Team with your Midnight Castle ID and they'll be happy to help.

The steps for locating your Midnight Castle ID can be found in the following help article:

What is my Friend Code?

Thank you all for your patience while waiting on those teams to investigate and change the game to help with those affected devices. 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

 
 
 
 
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