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Thread: Game Crashing? | Can't log in? | Please read and try these tips before posting

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    Moderator SpiritWind00's Avatar
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    Game Crashing? | Can't log in? | Please read and try these tips before posting

    If you would like to report a bug or issue, please make sure to include the following:

    1. Your device (iOS, Android, please be specific) and its version number (check under settings-device)
    2. Your game version (this can be found on the bottom of the Help/FAQ page)
    3. A description of the problem and what you were doing when the problem occurred
    4. A screenshot of the problem if possible/applicable (How To A Post Photo On The Forum)

    You can either post in:
    (1) Castle Story | Bugs and Issues | Current Known Bugs and Issues for Castle Story thread
    (2) existing thread of the same problem
    (3) start a new thread

    Before you start a new thread, please check to see if there is any existing thread of the same problem as yours to avoid duplicate threads.


    iOS General Issues
    To check for your device version - go to Settings, General, About - Version
    To check for game version in game:
    Open game, go to Menu, Help/FAQ - on the bottom edge of the box, the version will be listed
    To check for game version if you can't open the game:
    Open App Store, search game name (or Storm8), click on app, on the left side, under the logo it will show current game version


    A good way to find out if the games are down is to visit https://downforeveryoneorjustme.com/...rod.storm8.com

  2. #2
    Moderator SpiritWind00's Avatar
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    What can I do to try to resolve my game issues?

    iOS General Issues
    If your iOS device is having issues, make sure you've tried the following:
    • Restart your device
    • Delete and reinstall the game - Press down on the app icon until it jiggles. You can then tap the 'X' in the upper left corner to delete the app from your device. Now go to the App Store to reinstall it.
    • Hard restart - hold the power and home buttons, through the power off slider, until the Apple symbol appears.

      For newer devices (iPod Touch 4th Gen and newer, iPhone 3G and newer, all iPad versions [possibly other devices]) - close out background running apps. Double tap the home button, when the screen raises up, hold the app until it starts shaking. Press the red minus symbol to close.


    Connection Issues
    1. Force close your game
    2. Disconnect device cellular/wifi setting
    3. Switch off device
    4. Power off modem and router, and power up after 2 mins if you're using wifi connection
    5. Switch on device and reconnect cellular/wifi setting
    6. Start game

      If you are using wifi, the bandwidth and number of devices connected to it are contributing factors to your connectivity performance.


    Device Performance Issues
    Some older devices may have trouble keeping up with the game.
    • Clear cache - go to Safari in Settings app on iOS device and click [Clear History and Website Data]
    • Check that you have sufficient space on your device. Try deleting some unused apps/photos/videos etc if you don't.
    • Store away some (if not all) animated decorations on your board
    • Avoid running other apps in the background
    • Let your game settle for a few minutes (3 mins or so) after starting it, before you do any activity
    • Reduce the number of neighbours if you have close to a thousand


    Display/Graphics Issues
    1. Clear cache - go to Safari in Settings app on iOS device and click [Clear History and Website Data].
    2. Restart device and game
    3. Delete and reinstall game if the above doesn't work


    Sync Issues
    Ensure your connection is good. Always fresh start your game before you do any actions to avoid sync issues. It is recommended that we do not leave our games running in the background.
    • If you discover that you have forgotten to close out your game, force shut it without doing any activity and start it again.
    • You can force save your game progress by visiting a neighbour or clicking Social/Community.
    • Do not leave your game immediately after your last action. Try to force save your game progress and sync with Storm8 servers before closing your game.



    Nugget #11 - How to play on old devices
    Last edited by SpiritWind00; 07-06-16 at 07:51 PM.

  3. #3
    Moderator SpiritWind00's Avatar
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    Troubleshooting wifi!
    Common issues with devices:
    CS requires a lot of memory to run. To reduce crashing and free up space, try the following:
    1. force close* out any other apps in the background; (you need to see the loading screen again)
    2. delete any old apps you no longer need;
    3. Make sure your internet connection is secure. You could turn wifi on/off on your modem and your device.
    If all else fails, delete and re-install the app. All game progress is stored on Storm8 servers.

    ✳️ Force close: double click home screen, swipe up and off the screen the thumbnail pics. This clears device memory.

    Post from Bugs thread 22 April 2015.
    Quote Originally Posted by PikaSquirrel View Post
    If you are still running iOS 5.1.1 and can update to a higher OS, we recommend you do this to help with the issue. As you expand and add more items to your board, more resources are required to run the game. Unfortunately, older devices may not be able to handle the amount of resources the game requires. If you are unable to update your device, we recommend you store a few items in your game. If you are unable to open the game to store items, please write to support@storm8.com so a support agent can assist you with this. Thank you!
    Unless the games are in scheduled maintenance, the problems opening any of the games are a device issue, not a Storm8 issue. Elsa has written some posts below to explain more about this.



    Quote Originally Posted by PikaSquirrel View Post
    Is everyone experiencing this issue using wifi to try to connect to the game(s)? Is anyone using data and experiencing this issue as well?

    We're currently investigating this. If you are experiencing this and have access to a computer where the wifi issue is occurring, please follow these steps:

    For WINDOWS:
    1. Open the Command Prompt. You can do this by clicking start->run-> type in "cmd".

    2. Highlight and copy the line below:
    tracert -w 300 75.98.0.150

    3. Right click on your Command Prompt window bar. Go to edit-> paste (hit enter) wait for it to finish, it may take some time.

    4. Submit a Support form: S8 Support: Click here for form link to S8 Support

    5. Send a forum PM to PikaSquirrel with the ticket number.


    For MAC:
    1. Click on Go > Applications > Utilities > Terminal
    This will create a shell window.

    2. Copy the line of text below in to the shell window (paste) hit enter (It may take sometime to finish that command.)
    traceroute -w 300 75.98.0.150

    3. Submit a Support form: S8 Support: Click here for form link to S8 Support

    4. Send a forum PM to PikaSquirrel with the ticket number.
    Posts from [S8]Elsa about difficulty opening S8 games. Posted January 2016
    Quote Originally Posted by [S8] Elsa View Post
    If you're able to connect on your data network (or any other network), then your games are functioning properly. We occasionally receive reports from players who can't access our games during certain hours on their home network. We don't block internet connections and confirmed with our tech department that the connection is timing out on the ISP end. If you still have issues with this, you may need to reach out to your ISP for assistance.
    ... This post from Elsa has a bit more info ....
    Quote Originally Posted by [S8] Elsa View Post
    Unfortunately, the connection issues aren't from our servers. Players with this issue typically report that they're able to access the game on another network. If they're having these issues during specific hours or only at home, it's likely that it's related to an ISP issue. While they may be able to connect to other services online, specifically our channels may be targeted by the issue.

    When our tech team checked it out based on information we requested from players, the timeout happens on the ISP side when the game tries to connect.

    Unfortunately, they may need to reach out to their ISP regarding why they're unable to reach our servers.
    Last edited by SpiritWind00; 10-28-16 at 06:02 PM.

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