Help - Game will not load

[laurelsail]

I can?t get Dragon Story to connect. All of my other S8 games are working fine. Anybody else having this problem? Any advice? Thanks!

Latest Update ~ 1/17/23

Definitely not years and hopefully not months, but I can't provide a definitive timeline other than as soon as possible. There's additional polishes like compatibility with iPhone screens that need to be included as well. Our team is working hard. We sincerely apologize for the wait and appreciate the patience of all Caretakers impacted. As soon as there's news to share, we'll pop in and update. Thanks again for your diligence and we hope to resolve this very soon.

Update ~ 6/24/22

I'll share when more information is available. We're still experiencing challenges with staff and scheduling, but have made some strides to resolve this. There isn't a date to share on when Dragon Story will receive the update, but our team is working hard to take care of this! In addition to our fixes, there's App Store requirements that have to be completed too.

For those of you who also play Castle Story on iOS, you may have noticed the game recently received an update with some changes to help players log in. We found there wasn't any bug with the game, but if you've played for a really long time or have an ultra impressive Kingdom, then you might have some struggles logging in. There's still some things to smooth out, so if you're having struggles thanks again for bearing with us!

The things we learn from that will basically help us help Dragon Story, too. We believe this is the same issue.

The update for Dragon Story will come through the App Store the way Castle Story did for these fixes. It's possible when it's ready that you'll get it before I have the opportunity to post on the thread.

We appreciate the continued patience.

UPDATE FROM S8 3/14/22

Our team would like to resolve this as soon as possible. While we're not absolutely sure, we think you're timing out due to the amount of information that's trying to load when you log into the game. A common denominator was extremely difficult to pinpoint since every player has unique islands. This will very likely require an update to the game client, which will be a significant body of work because other improvements will need to be included. Unfortunately, this means more waiting.

We appreciate your love for our game and understand that you've been waiting for good news. We're currently experiencing challenges with resources and are working to resolve those as soon as we can. Unfortunately, at this time I can't offer a date but I'll be sure to share more information as soon as it's available. Thank you for your continued patience and for all of the troubleshooting that you've completed to help us research this.

As for compensation, we'll evaluate this at a later time when the issue is resolved. Thank you again for your grace and patience.

If storing items does help you, we appreciate you doing this while you wait.

Instructions if you are experiencing this:
Please complete this first!

There is a lot going on behind the scenes trying to resolve this for you all. You won't get a 'valid reply' because the issue is being investigated. Here's a summary to keep you all in the loop:

1. update to iOS15 if you haven't already
2. only send 1 ticket once for each ID you have. Support collates all ticket information for S8 to investigate. Do not update your ticket unless you have additional information you have not previously provided. If your ticket is closed it does not mean that the issue has been fixed and you should not log another one; the issue is still being investigated.
3. when you do log a ticket, be really specific in the details you provide. eg, what connection types you use, steps you've tried, in-game actions you did before you were stopped being able to play. As much detail as possible about anything.

Thanks.

The support team is tracking the issue for investigation.

- If you are able to update your device to iOS 15, please go ahead and do this.
- If you are able to troubleshoot with your internet service provider, please also try this.
- If neither of these improve your game connectivity, please contact support using the link in my signature.

Hi everyone. If you've submitted a support ticket, you don't need to update it again. Support is tracking the issue for investigation. Once they have the details they need of your case, you don't need to update your ticket further unless you have new information. Our teams didn't see a cause on our end, but we're still investigating.

This also seems to occur intermittently for those experiencing it. If you're able to enter the game, try storing decorations (flowers, trophies, statues, etc) and if that helps, update your ticket so we can add that to the tracking.

This is a safe space to vent your frustrations, but I'm also hoping for some details. ^^

I'm looking for specific dates (don't need times, just dates) on when each of you lost access. If you're intermittently connecting as well, dates of lost access and then gaining it would also help.

Edit to add: Pretty please don't update your support request unless you have new information to provide. Support records everything we need from your first ticket, unless they specifically ask you to complete actions. They won't be able to give you progress updates other than we are investigating it.

[[S8] Vanellope]

I can?t get Dragon Story to connect. All of my other S8 games are working fine. Anybody else having this problem? Any advice? Thanks!

If you're experiencing any issues with your account, please submit a ticket to Support at Storm8. Link is in my signature

[laurelsail]

If you're experiencing any issues with your account, please submit a ticket to Support at Storm8. Link is in my signature

Is S8 going to do anything to fix the log in problem with Dragon Story? At this point the game is unusable. I haven?t received any valid replies to my support tickets regarding this issue.

[SpiritWind00]

Is S8 going to do anything to fix the log in problem with Dragon Story? At this point the game is unusable. I haven?t received any valid replies to my support tickets regarding this issue.

There is a lot going on behind the scenes trying to resolve this for you all. You won't get a 'valid reply' because the issue is being investigated. Here's a summary to keep you all in the loop:

1. update to iOS15 if you haven't already
2. only send 1 ticket once for each ID you have. Support collates all ticket information for S8 to investigate. Do not update your ticket unless you have additional information you have not previously provided. If your ticket is closed it does not mean that the issue has been fixed and you should not log another one; the issue is still being investigated.
3. when you do log a ticket, be really specific in the details you provide. eg, what connection types you use, steps you've tried, in-game actions you did before you were stopped being able to play. As much detail as possible about anything.
4. Elsa has now asked for dates (above)
5. when you have your 1 ticket number, please send that to Elsa by PM. Do not ever post your ticket number on the forum. Here's a quick link to send a PM to Elsa: click here

Thanks.

[puffymagicdragon]

Are there any updates on the log in problem? Has anyone been able to log in?

[stormdagi]

If you're experiencing any issues with your account, please submit a ticket to Support at Storm8. Link is in my signature

Hi I?ve been locked out for days. I also can access other games and other accounts on Dragon Story. Yet my main account I?ve had for years will not allow me access. So frustrated 😤

[squigglish]

If you're experiencing any issues with your account, please submit a ticket to Support at Storm8. Link is in my signature

This is a quote from the first page of this thread posted on 8/24 of 2021 by Vanellope the community manager. The problem has not yet been resolved. I have no doubt that it is being addressed and that they are closer to finally finding a fix. Still, I can only use my IPad on my 2 smaller islands that I don?t play much on and use an android for the main one. I don?t know how many friends and neighbors have been lost simply because they can?t play. I really do appreciate Elsa taking the time and making the effort to let us know that the team is working very hard to solve these issues. Still though, I am getting extremely frustrated. I have been and will remain patient, but it sure would be nice if Elsa?s next update is the one to tell us that the issue has been resolved

[squigglish]

This is a quote from the first page of this thread posted on 8/24 of 2021 by Vanellope the community manager. The problem has not yet been resolved. I have no doubt that it is being addressed and that they are closer to finally finding a fix. Still, I can only use my IPad on my 2 smaller islands that I don?t play much on and use an android for the main one. I don?t know how many friends and neighbors have been lost simply because they can?t play. I really do appreciate Elsa taking the time and making the effort to let us know that the team is working very hard to solve these issues. Still though, I am getting extremely frustrated. I have been and will remain patient, but it sure would be nice if Elsa?s next update is the one to tell us that the issue has been resolved

I made mistakes when I originally posted this. I did not mean to imply that I did not believe that the team is not doing everything that they can to solve this issue. I do believe that they are. I also want to publicly apologize to Elsa. She does a great job of doing what she can to keep us informed and I do appreciate that. Still though, it is frustrating as more and more of my long term neighbors are having problems and leaving the game.

[amerirish]

I'm having the same problem and I also had this happen just last week! I've done everything they tell you to do (force close, reboot device, reboot router/wifi connection, uninstall/reinstall the app) still not working!

[Paul__]

I'm having the same problem and I also had this happen just last week! I've done everything they tell you to do (force close, reboot device, reboot router/wifi connection, uninstall/reinstall the app) still not working!

Please contact support using the link in my signature. They'll be able to check your account.

(Moving to Bugs & Issues Forum)