Game takes a long time to load Длительная загрузка игры

[Tia al'Lankara]

Good day. I play on the smartphone S20+ (8/128) The fourth hero (the game has been around for a long time and is fully loaded). I'm seeing a very long loading time for the game. The game hangs on the message "Advice and notifications" for up to 5 minutes of real time. Clearing the cache and reinstalling does not solve the problem.
Доброго времени суток. Играю на смартфоне S20+(8/128) Четвертый герой(игра стоит давно и загружена полностью). Наблюдаю очень долгую загрузку игры. Игра висит на сообщении "Советы и уведомления" до 5 мин реального времени. Чистки кэша и переустановка проблему не решают.

[Travis | Support Mgr.]

Just to rule out a network issue, try connecting to a different network. If you're using WiFi, try switching to cellular data (and vice versa).

[Tia al'Lankara]

The problem of long loading times is observed both on WiFi and on the Internet of the eSIM operator.
Проблемма долгой загрузки наблюдается и на WiFi и на интернете оператора eSIM.

[Travis | Support Mgr.]

Are you running the game off of the internal memory or a memory card?

[Tia al'Lankara]

I run from internal memory. There is only one game. Only instant messengers and the zabbix client are in memory. Loading everything unnecessary from memory does not solve the problem. You also use your own DNS - dns.adguard.com Switching to DNS - auto also does not solve the problem.
Запускаю с внутренней памяти. Игра одна. В памяти висят только мессенджеры и клиент zabbix. Вігрузка из памяти всего лишнего проблему не решает. Так же используется свой DNS - dns.adguard.com Переключение на DNS - auto так же не решает проблему.

[Travis | Support Mgr.]

What version of Android OS are you running on your S20+? ...Or are you running a custom OS?

[Tia al'Lankara]

Andoid 13, One UI 5.1 Original Samsung. I don't use custom OS.

[Travis | Support Mgr.]

I got my hands on an S20+ to test this and the game loads totally normally for me. Something must be going on with your network or ISP/mobile provider. Is this a new behavior, or has it always been this way?

[Tia al'Lankara]

This has been the case since the game was installed. The only thing is that the loading time will increase depending on the number of heroes. There was only one code, it loaded in almost a minute. It's been about 2 minutes with two. From four to five minutes.
Так было с момента установки игры. Единственное что время загрузки увеличиваться от количества героев. Кода был один, грузилось практически за минуту. С двумя уже примерно 2 минуты. С четырмя - пять минут.

Please explain, what does the provider have to do with this? The profile synchronization stage goes quickly. It freezes (the stage takes a long time) at the moment of “Advice and notifications”, this is before synchronization. As far as I understand, at this stage the Internet is not needed at all.
Поясните пожалуйста, при чем тут провайдер? Этап синхронизаии профиля проходит быстро. Зависает(долго проходит этап) на моменте "Советы и уведомления", это перед синхронизацией. Насколько я понимаю, на этом этапе интернет вообще не нужен.

[Travis | Support Mgr.]

Please explain, what does the provider have to do with this?

It was just a suggestion, since I can load your profile on the same device without any issues.

Are you using a VPN?

Regardless of your response, the upcoming update includes some startup optimizations that may resolve this issue for you.

[Tia al'Lankara]

I use 4 different VPNs, but only when necessary. They are not related to the problem I'm describing. So: The problem reproduces without much difficulty on two smartphones - S20+ (8/128) and S22Ultra (8/256). We install the game, create a character, and play until the first crash. We try to load - we get a long loading time (after the first crash, about 1-1.5 minutes). It usually crashes on the second attempt to enter the "Netherworld" level. Specifically, for the test, I installed the game on S22Ultra, without linking it to an email. From the second act (moon), I completely disabled the internet - this does not affect anything (so providers, VPNs, and other things can be excluded) - the problem is the same as on the S20+. Below I attach a video of how the problem looks and a screenshot of the phone updates (confirmation that the firmware is official)