Em’s Guide: Basic Troubleshooting

Hi Y’all!

As I am the one of the TopiX team who’s had the most trouble with the game and still have an open case with EA, I thought I’d do a basic Troubleshooting post. I’ve had trouble with the device too and doing a complete wipe-out (reset to factory defaults) on the myPad is no fun at all! But at that time it was necessary as the blasted thing wouldn’t download, update or delete anything at all.

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Thank you ToxicShark for this image

So your game isn’t working?

First step, close the app and restart.

Second step, on any gizmo – be it TV, DVD, Mp3, Phone, Computer or Tablet – is to shut it off – completely and restart.
This will usually do the trick.

Third step is to delete and reinstall TSTO.

It didn’t work?

Check the connectivity, your internet connection. Switch WiFi if you can, try a different net.
Check if EA is doing maintenance. Status.

Still no luck?
Is it the game or the device?
If possible, change device.

Your device
Check the settings, number of apps, memory. If you have active programs running turn them off. If your device is crowded it may effect the game performance. Is the system up to date?
Try downloading a new (free) app to see if it’s doable at all and delete any app, same reason. Is other programs/apps acting weird?
Note: Nexus10 is known for lagging the game.

Is this an Origin issue?
Easiest is to have an anonymous B-game that is not connected to Origin. If the B-game is working fine but your main game isn’t, it is likely an account/origin thing.

Go to EA’s help to see if there are any helpful threads on your problem.
Do all the suggested troubleshooting, even if you’ve done it before.

Well, at this point you’ve done all you can on your own.
This is when you need to contact EA. It is a slow process.
I suggest you read my post first and prepare the response to the generic “more info” reply.

One thing they will always ask for is the Mayhem ID. It is a unique ID for every account. My suggestion is to grab a screenshot of it and save it if you should need it later. When your game is frozen you cannot access it, so be prepared!
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Contacting EA. The contact information is halfway down.

EA likes screen-grabs of the problems but those can not be sent by mail, for some odd reason. When you have a case check in regularly to EA’s help, login and go to your cases. There you can upload images and see all conversations regarding your case.

I hope this was helpful.
Happy Tapping
Em

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62 thoughts on “Em’s Guide: Basic Troubleshooting

  1. When the new update released, Gil had Duff Gardens for sale. I went to purchase additional donuts as before, however, this te Gil was gone and Duff Gardens was no longer available. Has this happened to anyone else? Is there a fix?

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    1. yes it’s a glitch and ea is aware 😦

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  2. My app keeps closing after a couple of minutes meaning I have to restart often. Any ideas?

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    1. Logout. Hardclose device. Switch wifi/connection. Load on different device.
      Clear cache. Free up space.
      If connected to EA: delete/reinstall.

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  3. When I open TSTO it shows the EA new login and it won’t let me press ok I also teed it on my iPad and it did the same and I reinstalled it on my phone.

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  4. game is not giving my reward on the railroad quest bar is over the limit but does not give the new reward please help me to fix the troubles, game is just a joke to many errors and troubles

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    1. Re synch by going to KL or visit a friend

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    2. Mine did this also, since then i carried on with the halloween story went to go back onto game and now i get the monorail piece has been placed in inventory message and when i click ok it kicks me out of the game, it even does this when i try logging in on a different device and i have tried all the usual things.

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  5. My game is stuck receiving stampy. The box appears that i can accept him and it never goes away. This has been going on for two days now.

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    1. You dod check the inventory? You did do the trouble shooting? Sorry to say but the only option is to contact EA. https://tstotopix.me/2014/04/04/contact-ea/

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  6. Mr. Smithers is stuck in the control building and just says error i haven’t been able to use him for weeks.

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    1. Store the controlbuilding or Burns manor and put it back. That should free Smithers. Had to do it myself when the SC update came out.

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  7. Help I have had lard land for months along with the police but the option to send them or homer there has never opened up it say I need lard land to use this task but I do have it someone help me I could use that 5 minute slot

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    1. Is it LardLad you have (which cost donuts) or the First Church of LardLad (which was a prize in the Halloween Event)? Tap on it and it’ll tell you which one you have.

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      1. Omg I feel silly thank you it’s the church I have I had no clue there was a difference thank u

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        1. No problem. Sadly the 5 minute tasks is only for the real Lard Lad, which costs donuts.

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  8. I can’t get into my game. Every time I open the app, it crashes. It goes to the “tap to continue” page, I tap and then it crashes. I’ve tried logging out, logging back in, deleting the app, re-installing it, logging in on someone else’s device…nothing works. Crashes every time. My friends can’t even visit my town – when they do, their apps crash too. I tried talking to EA customer support online and they didn’t know what to do. They said they’re escalating to the senior support team but i haven’t been contacted yet. It’s been about a week like this which is so frustrating because I was loving the Stone Cutters update and now i’m missing out on everything!

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    1. Be patiencent. It will take time – likely months. Do not wait for them to contact you. You need to nag and nag and nag to get help and contact them every other day or they will close the case. This is not fun! It is horrible but not uncommon! 😦 It really makes me mad! The number one basic requirement is for a game to be playable and that is a very reasonable demand!
      Good luck, you’ve done what you could. I truly hope this will be fixed fast.

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  9. I just had an issue today. So I attempted to troubleshoot a problem I had where Grampa’s Stonecutter outfit would not show up. I logged out of my Origin account and when I tried to log back in a message came up saying that my previous device did not save my Springfield and it keeps coming up. I have also tried turning my phone on and off and have recently deleted an reinstalled the game. I also keep getting messages about server errors and I’m wondering if this is my device or if the server is being funky today.

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    1. The “your other device” is strange. I get it every time I log back in but I do Not have another device! I just hit “play anyway” “continue” and the only occations Ive lost progress is when I did not log out volentary – rather got autoshutdown by the game – and the progress lost have never been further back then tha last loginsession. Yeah, I had to reset some tasks and one time restart a build but thats all, no biggie in my book.
      Yes, I hade some server issues today as well. I think Origin is having problems as my anonymous Bgame (not on origin) works fine.

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      1. Yea that helped out. I still don’t have Grampa’s Stonecutter outfit. I unlocked the outfit before I had grampa though so I’m thinking it may be a glitch but it’s still annoying that I unlocked it and I can’t use it

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        1. It should be in your inventory and when you do get Grampa you can use it.

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  10. I can’t find my face book friends but they can find me:/

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    1. My Origin isnt connected to FB so this is out of my area 😦

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  11. I have a problem every time i sign in it just stops the game and sent me to my phone screen but when some one els login on my phone its all good help i dunno what to do

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    1. Sounds like a server issue relating to your account. Better contact EA.

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      1. I am having the same issue ( I have a post farther down) and came across some info on another tsto site. Not sure if we’re allowed to post links to other sites here but basically it said that many people were having the problem, EA is aware of it and are working on a fix that will be sent out as an update. It also said it was a good idea to make a case with EA if you are wanting any type of compensation or Stonecutter’s items. I did contact Ea and got the usual troubleshooting tips which did not work. I am happy to post the link to where I found the info if it is ok with the site owners here.

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  12. Snakebandit 04/26/2014 — 05:10

    Does anyone know how to connect with friends on facebook? i signed in to Tapped out using FB – I invited friends, nothing happened. they invited me- still nothing happened. we have been on at the same time, nothing happened – what gives?

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    1. I dont use FB for TappedOut so Im not sure. It should be an automatic add if you both have the app.
      Have you tried Origin?
      Contact EA: https://tstotopix.me/2014/04/04/contact-ea/

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      1. Snakebandit 04/26/2014 — 07:09

        yeah, going through FB was the alternative to going through Origin. I don’t want to go through origin because i am not all that keen on EA being linked to my phone like that. Also, i have not like EA/ Origin after many past bad experiences with other games

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  13. Having my 1st EA customer service experience today. When I logged in this morning, someone had spent donuts, as well as $300k on krustyburgers. Live chat couldn’t help, sent my case to a “mobile support team.” I pay for donuts, so I feel like I’ve basically been stolen from.
    Really hoping they resolve this; I don’t see myself spending real money on this anymore, otherwise.

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    1. It could be 1 of 2 things:
      1. Sometimes a server mix-up issue happens when people log in to their games and they are taken to someone else’s town. The right thing to do when this happens is to realize it’s not your town and exit and close the game and restart BUT sometimes you get a vindictive person who realize their in the wrong town and then purposely abuses it by selling items, spending donuts that are theirs, etc. This may be the case where someone was mistakenly taken to your town and decided to be an ass.
      2. You may be one of hundreds of players who have given your log in info out to a group or person so that they can get you items you don;t have or old items, donuts etc. That person may have not been trustworthy and decided to unfortunately abuse their privileges or having your info and went in your town.
      Contacting Ea was a smart move. You also may want to consider changing your password.

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      1. Thanks, it’s definitely a case of the former. Never used any, ahem, creative coding, or anything like that. & my town is fairly unique looking, they would know immediately.
        I wish they would’ve at least bought the Gil deal on their spree!
        Thanks for these posts on such topics. Very informative when you unfortunately need it.

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    2. These kind of tresspasses leaves a mark on the account so it should be an easy fix. Hopefully it will not take long to resolve but EA is known for slowness 😦 Good luck!

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  14. Get a grip people, complaining about glitches for a free game.
    Most people don’t pay for donuts anyway, get over it.

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    1. Not many Freemium players voice complains. We, who choose to purchase Donuts – and we are many, have a right to expect value for our money. Your comment is ignorant and insulting.
      So you dont pay? Get a grip, complaining about how other people choose to spend Their money. Most people don’t say nasty things for no reason but we’ll get over it.

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      1. 100 % with you on this, I have 2 tikets opened with EA and after 2 month still nothing. I will be patient, at least I am not alone.

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  15. someone accessed my land and spent all my cash and donuts or I was hacked or something and its been 2 weeks and support still hasn’t got back to me yet. This is pathetic. what a shitty company wow…… I can’t beleive it. ALl I get is cut and paste automated responses. hell you can’t even call them! only option for simpsons game is email…………………..

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    1. WOW! That should be an easy fix for them as such tresspass leves a clear mark! You did the right thing but EA needs to get to this ASAP! This is not a good behavior! So mad right now…

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  16. Unfortunately I am still a nexus 10 victim… It’s a mixed problem caused by some glitch in kitkat that could be fixed by either EA or Google but it seems that neither considers the vector of the two user types significant enough to act. When I look up who has the problem I find forum posts with 20’s of users at the most… Not actionable from an emergency perspective. At the same time here I am a customer with a poor UX… heck it’s the whole reason I have bluestacks… so that I am not just subject to my phone…
    My b-game (only lvl 16) does not suffer as bad, but it is starting to feel the pain. It seems to have to do with the number of animated images. It seems a little silly that I could play another EA game as 3d intense as realracing on the same device and have no troubles at all.

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  17. TheWindowRat 02/19/2014 — 14:08

    I never go to Origin’s website and had no idea they had an Origin Server Status page. You guys should put a link to it on your homepage! Maybe fewer people will comment about servers being down when they are–just a thought!

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    1. Unfortunately, when the TSTO servers are down, rarely is this reflected in the status on that page. I think only when they were suffering from a hacker’s DDoS attack (that took down Origin completely) was the status anything but green ball. But yes, it should be mentioned on our help page.

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    2. I would but it’s undependable as is anything EA/Origin does. Sometimes it says the servers are up when they’re not up everywhere and vice versa.

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  18. I get to the loading screen just after you tap to continue the game loads a little bit then kicks me back to the home menu on my ipad 😦

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    1. Did you do the troubleshooting? Did it help?

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      1. No it still won’t let me in, been like this since last night.

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        1. Did you do the delete/reinstall too? And EAs troubleshooting for ipad? Still no luck? Contact them, that’s the only option left as I said in the post.

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      2. Just a quick update…

        Apparently some players like myself are unable to log in due to the recent in game update.
        I’ve emailed EA just waiting on a reply.

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  19. I had the problem throughout the ‘Holiday Update’. It got escalated, waited a week or two, escalated to another team, wait another week or so…then had to be sent through to the studio team who I was told do not correspond with customers. I was told the work will be done then will fix upon a new update. As soon as Holiday was over…not a problem since. It’s just patience with them. All up, with EA teams it was about 3-4 weeks then waiting for the “theme update” to end. Just remain patient.

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    1. 3-4 weeks is nothing! For me it took 3-4 months! EAs usual responstime…

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      1. ChiefRalphWiggum 02/19/2014 — 11:29

        I don’t know if you’ve heard of the ‘Golden Poo Award’, but EA have won it for the past 3 years. It’s essentially given to the worst company in the world based on; poor customer service, money grabbing and things like that.

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        1. Yup I read that. You know what, they deserve it. A game of this magnitude and as much money as they’ve made compared to their increasing issues and poor service. I know if that were me I’d go to great lengths to change that.

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        2. Yes, I have heard of it and they deserve it! Just took a service servey from EA and the one word I used to describe my experiance with their costumer service was “traumatized” 🙂

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      2. ChiefRalphWiggum 02/19/2014 — 16:55

        I agree. And it’s not just Tapped Out with poor service, I’ve played, and payed for, multiple of EA’s games and can say I’ve never been satisfied.

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      3. DanishTapper 02/19/2014 — 18:59

        @ChiefRalphWiggum

        I’m fairly certain that they have “only” won it 2 years in a row now, but they could very well grab the third “win” also.
        Honestly, I think it is completely ridiculous that a game company/publisher gets this “prize”. Without going into too much detail, I think there are many banks, oil/mining companies, clothing companies, etc. etc. that are far more deserving. Child labor, extremely unsafe working conditions and pollution are just a few reasons. The problems EA cause are just 1st world problems 😉

        Worst game developer/publisher, however, I would award them in an instant. TSTO, the SimCity launch problems, and releasing a broken Battlefield 4 are just a few of their trespasses, and I’m not sure I’ll ever purchase another EA game

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        1. I hear you there. I have had nothing but problems with my Battlefield 4 Premium account. I paid for it and have progressed pretty far up the ranks and yet when I go into a match it shows none of my unlocked weapons. I have to repeatedly turn off the game and restart it.

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        2. Good and valid points 🙂 Im not that well-read on this topic/the award but I do agree. There are worse companies out there but Your last paragraph was spot on!

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      4. ChiefRalphWiggum 02/19/2014 — 20:46

        Hmm, I guess I’ll have to read into this ‘award’ and see which companies are applicable. I had major issues with Battlefield 4 as well, never brought Sim City but a friend of my got pretty annoyed over it. Another game EA copped out on was Star Wars: The Old Republic. When they released it, it wasn’t even finished.

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      5. ChiefRalphWiggum 02/19/2014 — 23:24

        Thanks Mike, guess I got a few things wrong. Also the comment Peter Moore made after they won the award was slightly… Well I can’t think of the right word, but he definitely didn’t need to make it.

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    2. DanishTapper 02/19/2014 — 21:37

      Yeah, that link you provided, Mike, sums it up pretty well. That’s from April so they might take home the 3rd consecutive Poo in a couple of months. Personally, I would think that companies like Bank of America, Wal Mart, and a few of the Wall Street Banks deserve it more.
      I think SWTOR was pretty decent when it came out – didn’t experience problems as I recall. However, the restrictions they put in when it went Free-to-play was horrendous and quickly scared me (back) off the game.

      Like

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