Ask Travis!

[Travis | Support Mgr.]

Hi Travis.
My friends and I are having big problems with the game, I have done all of the troubleshooting steps and nothing I do improves it. In fact it is even worse on Firefox.
The game is very jerky and there is a pause between clicking on an object and that object actually vanishing.
Sadly the game is impossible to play right now

Thanking you for your time as always


Join our friendly group https://www.facebook.com/groups/ALLSTARSHE/

I've been getting sporadic reports of this, but not enough to see a pattern. Are you seeing this happen in Chrome, too?

Do me a favor and go to http://supportdetails.com/ and send me a screenshot of what you see there. Thanks!

[Susan Mary]

Hi Travis.
My friends and I are having big problems with the game, I have done all of the troubleshooting steps and nothing I do improves it. In fact it is even worse on Firefox.
The game is very jerky and there is a pause between clicking on an object and that object actually vanishing.
Sadly the game is impossible to play right now

Thanking you for your time as always


Join our friendly group https://www.facebook.com/groups/ALLSTARSHE/

[Travis | Support Mgr.]

Hi Travis. Janet Mannion is reporting that since last night her game keeps freezing and booting her out. Anything you can do for her? https://www.facebook.com/janet.mannion.35

Has she tried following the basic troubleshooting steps?

[lucyfur]

Hi Travis. Janet Mannion is reporting that since last night her game keeps freezing and booting her out. Anything you can do for her? https://www.facebook.com/janet.mannion.35

[jacqui]

working now but we truly hope you guys get this fixed please

[Susan Mary]

Sorry but something is wrong as mine has not reset

Has reset now Whole day without being able to send gifts though

[Susan Mary]

This happens on occasion when a new city is released. Give it a day or so and everything will be back to normal.

Sorry but something is wrong as mine has not reset

[Travis | Support Mgr.]

The ability to send energy has not reset from yesterday. So far 20-30 people reporting this issue including myself.

This happens on occasion when a new city is released. Give it a day or so and everything will be back to normal.

[lucyfur]

The ability to send energy has not reset from yesterday. So far 20-30 people reporting this issue including myself.

[Travis | Support Mgr.]

I am not sure this is where I should ask this question, but I have completed Juliets Journeys, and was wondering if there was ever going to be anything to use the GM for, if not then shouldn't we be getting something other than miles as daily prizes.

I went ahead and moved your post to the "Ask Travis" thread. We don't currently have a new Journey on the schedule, but that doesn't mean that there won't be one. We continue to give GMs out because most players have not completed Journeys yet. That said, we are working on different ways for players to use their GMs once they've completed Journeys.

[Dorothy Cox Miller]

I am not sure this is where I should ask this question, but I have completed Juliets Journeys, and was wondering if there was ever going to be anything to use the GM for, if not then shouldn't we be getting something other than miles as daily prizes.

[Ania Gru]

Yes Travis, that's exactly what I did - I left the game and accepted gifts without refreshing. Thank you for explanation - now I know what I shouldn't do next time

[Travis | Support Mgr.]

Two things may have caused the problem:

1. The messages you accepted were old and had expired. As the game developers, we don't put an expiration on gifts and requests, but they can get fouled up if Facebook restarts their request servers or does server maintenance. To avoid this, you should accept gifts and requests daily.
2. You left the game running for awhile while you waited for your energy to refill to 60. The longer you leave the game up, the further and further off your "client timers" get. A client timer is a timer that you see on the game that determines things like energy refilling, fre tournament plays, etc. If you leave the game up for a long period (say and hour), then you timers will be way off and your energy (for example) will show a false total. Then, when you start playing again, the server recognizes the false total and fixes back to what it last knew to be the true total. So, your energy meter may have been showing 60, but the last time the server saw it accurately, it was at 40...if that makes sense. You can avoid this by refreshing the game if it's been idle for awhile before accepting gifts.

[Ania Gru]

Hi Travis, yesterday I had about 20 energy messages in my inbox. I was waiting till my energy storage fills to 60, then I accepted all messages. But they all dissapeared, I mean my storage didn't grow up, it still showed 60. Could you please check it?

[Travis | Support Mgr.]

I was playing on Yahoo, but thought maybe that was the problem, so I started on FB. Thanks for getting back to me!

Yeah, the Yahoo version is still fairly new and need a good bug fixing sprint. The FB version is definitely the better version to play.