Connection problems? Try this!

This topic is closed.
This is a sticky topic.
  • Filter
  • Time
  • Show
Clear All
new posts

  • Connection problems? Try this!

    If you've been experiencing connection problems while attempting to access the game, here's some of the common things you can try to resolve this. Connection problems can come from a wide variety of sources, so it's not always easy to pinpoint where the problem is. At any point along the line between your device and our systems, packets can get lost, a gateway could go down, or any number of things, none of which is really anyone's fault, but could cause the connection to sever. The more gateways you need to traverse to get to our servers, the higher the risk is of a connection problem.

    Installation Problems
    If you've just downloaded the game from the store, either for the first time, after a client update, or after a reinstallation, there's a large download that must occur to retrieve all the assets. This happens after you have already installed the game and have launched it for the first time - you'll get the loading screen, and then something around 390-410 MB to download.

    Because of this large download, it is imperative that your connection be stable and secure - that's a lot to download at once and we strongly recommend doing so on a secure WiFi connection, like your home network, to reduce the risk of bandwidth restrictions. Public WiFi may have restrictions in place preventing any single person from downloading large files, so even though your connection may be stable, there could be a throttle on it.

    You can try the following to help clear things up:

    1. Reboot your home network. This typically involves shutting down your router, then your provider box (cable, DSL, etc), waiting a few seconds, and then starting it all back up again. Home networks can get sluggish if you've had multiple devices connecting that aren't necessarily always there and always on, and clearing out the DHCP table from time to time through a network reboot can often help clear up any disruptions and make things work more quickly again.

    2. Reboot your device. Sometimes just rebooting your device can help clear up any lingering cache issues and get rid of unneeded temporary files, allowing for the space required to collect all the assets of this first installation download.

    3. Force-close and restart the application. If you've been disrupted while performing the large download, it's possible to force close the application on your device and then just launch it again. This will allow the download to resume where it left off, allowing you to eventually get through.

    4. Clean re-install. If you've attempted multiple installations of the game by downloading from the app store before the game was able to complete the full install, you may have some overlapping cache issues from each attempt. To clear this out, completely uninstall the game, power down your device, wait about 30 seconds, boot up your device, and then download the app again from the store. This will ensure any conflicts are resolved, allowing for a totally clean installation of the game.

    General Connection Problems
    If you've already successfully entered the game and are now experiencing general connection problems, check for the following:

    1. Make sure you're allowing enough time for animations to properly complete. There is an anti-cheat code in place that will kick a player out if they're going too fast through battles. Take an extra second to allow animations to fully complete before mashing on the "Next" button, and this should reduce any disruptions you're experiencing. This is particularly true in the Gauntlet: Civil War, as players are tempted to rush through due to the time restriction of the map.

    2. Ensure your device time is set to 'automatically', has the correct time zone, and is not set ahead or behind the actual time. If your device is out of sync with general network settings, it can cause confusion within the game, as our servers attempt to verify that it's OK to perform the requested action. If these are out of sync, you will be dropped.

    3. Ensure you are not running the game simultaneously or in the background across different platforms, which will cause the following error message "Your session has timed out. Either another device has logged into this account, or it has been 24 hours since you last logged in.".

    4. Force-close the game and restart it. If you're not sure how to force-quit apps on your device, check the appropriate link for your device:5. If you have a weak or unstable network connection, this will keep the game from connecting. Try waiting until you have a better connection and then restart the game as described above.

    6. Disconnect and then re-connect to the network that you're trying to use. This can sometimes reset and clean up your connection.

    7. Make sure that your device is not in Airplane mode. You can access this from your device Settings menu.

    8. If you are connecting from school or work (or a similar location), there can be restrictions in place when connecting to certain sites and servers. In some cases, this can prevent the game from connecting when using that network. This can also be true if your device was issued through school or work. In either case, follow up with your IT Department to confirm.

    9. Likewise, if you are connecting at home, check the status of your home network to ensure that it's working as it should. You may wish to reboot your home network to clear up any issues.

    10. If you are set up to connect via proxies/VPN, disable this option and connect without them. The proxy connection could be causing the problem.

    11. If available on your device, disable the network connection that you aren't using - WiFi or data (3G, 4G, etc.) - from your Settings menu. This may improve performance on the active network connection.

    12. Please note that Jailbroken and Rooted devices are not fully supported, so we're limited in supporting them. If your problem persists after the above steps on such a device, please remove the customization or play on an unmodified device.

    13. If the issue persists, you may wish to perform a clean installation of the game. See above for instructions on this.

    If you've tried all of the above and the issue persists, check the forums to see if other users are also experiencing a problem. Please limit posting about connection issues to a single thread per occurrence - that is, once someone has posted they are having a problem, and it is less than 24 hours since that post, please post within the same thread, and include your device OS (Android/iOS) and country. This can help us narrow down whether it's affecting a particular region or platform, which will make it much easier for us to correct it if it is within our power to do so. If you are the first to post about a connection issue after having tried all of the above steps, please be sure to make a note in your post that you've already tried all of the recommended troubleshooting procedures as outlined here.

    The Community Manager will acknowledge when a problem is widespread, and once it has been resolved, the associated thread will be closed. Moderators will be on hand to merge multiple reports into the current active thread, and to act as liaisons with information and updates about a particular occurrence.

    Keep in mind that connection issues can come from a variety of sources, so if you've tried everything above and we have verified that we aren't reporting any current issues with our servers, you may need to simply wait and try again later, as the likely culprit is somewhere between your device and our servers, where none of us have any control over what's happening.

    Hopefully one of these suggestions clears up the issue for you and gets you back in the game!

    Follow us on Twitter and Facebook



Forum Rules and Disciplinary Actions

These rules set boundaries to ensure that the Heroes of Dragon Age game and forums continue to be a friendly place where members can learn and share information on a variety of topics. As Heroes of Dragon Age and its forums are available to players 13 and older, refrain from excessive cursing/swearing. For more information, please see this link.

By accessing the EA Capital Games applications, users agree to accept that game administrators and moderators may remove any content submitted by a player as defined below. Users agree to EA Terms of Service as well. Misrepresenting oneself to engage in illegal activity will be immediately reported to EA for legal action.

Even though these are forums to allow free expression of ideas, there are other (real) people involved and one should respect their opinions and questions as ORIGINALLY POSTED IN THE TOPIC HEADINGS. Moderators are here to uphold and enforce these rules and the Terms of Service. Freedom to express your ideas, concerns, suggestions, and feedback, does not allow you the freedom of saying anything you want when you agree to the Terms of Service.

Unless otherwise stated, courses of action will be as follows:

1. First Offense - Warning
2. Second Offense - 3 day ban
3. Third Offense - 1 week ban
4. Fourth Offense - Permanent ban

If you have received a Permanent ban, this will extend to all future accounts created. If you are discovered to create a new account, it will also be banned.

What is not permitted in the discussion forum:

Advertising or soliciting other members to buy, sell, or peruse any products or services including other applications or accounts, along with chain letters and junk mail.

Topics/posts that contain this will be both edited and closed or deleted, and an immediate 3-day ban will be issued without warning.

Racism, bigotry, misogyny, hate speech, discrimination against any race, sexual preference, gender, or religion will not be tolerated.

All topics/posts will be deleted. Death threats, even joking, will be deleted and an immediate 3-day ban will be issued without warning, with further review from the Lead Moderator.

Flaming includes material that is knowingly defamatory, illegal, abusive, threatening or harassing.

As with anything, you, as a member, should use good common sense when posting. In other words, you agree not to be a jerk. Posts containing personal attacks on another user will be edited/deleted at the moderators’ will. All posts/threads will be deleted.

Flaming or bashing of EA/CG, the devs, or the mods is not allowed. All such posts/threads will be deleted and an immediate 3-day ban will be issued without warning.

Right to Privacy
You will not violate a person's privacy by publishing, against another member's will, any information that is private and personal. Nor will you post private communication between EA Capital Games Support, other forum members, moderators, community managers, administrators, EA Capital Games employees, or partners of EA Capital Games on these forums or anywhere else.

Unless expressly endorsed by EA Capital Games, publicizing any correspondence of a private nature such as support tickets, email, Private Messages (PM) or chat logs thereof by any medium is NOT permitted.

Discussing or posting of another player's spending habits will be deleted.

Obvious spam (repetitive nonsense posts) will result in the poster permanently banned and all posts deleted.

Material that is sexually or otherwise obscene is not permitted on these forums.

Topics/posts containing such will be deleted on sight. Forum poster will be permanently banned from the forums.

Providing or asking for information regarding the illegal downloading of "warez", "gamez" or any other software protected by copyright.

Future Events/Promotions
Any posts or threads revealing future events or promotions that were not disclosed by the Capital Games team will be deleted.

Posting the same question in more than one forum is not allowed. Should this occur, then only the thread in the most relevant forum will be left open; all others will be locked/closed and subsequently deleted.

The use of any exploits or known bugs or editing of files in order to gain an unfair advantage while playing, will result in a permanent game and forum ban.

Accusing another player of cheating will result in your post/thread being deleted and a message sent to you, stating to refrain from further accusations. If continued accusations occur, a forum ban will result. If you believe a player to be cheating, send a PM to the Community Manager with as much detail as possible.

Please privately contact the Community Manager in order to submit an inquiry regarding this behavior.

Off-Topic Posting
Taking over a thread by posting excessively off-topic is not allowed. Off-Topic posts and any responses will be moved to their own, new thread if possible, or else deleted.

Political Posting
Because political beliefs, like religion, are a personal and sensitive topic, avoid posting about politics on the forums.

Customer Support Inquiries
All inquiries regarding Customer Support should be routed through the online web portal for support. The Community Manager and Moderators are unable to assist with inquiries regarding support tickets. Posting your ticket number and requesting assistance on the forums will result in the post being deleted. Sending a Private Message to the Community Manager or Moderators about CSR Inquiries is not to be tolerated, and will be ignored.

Additionally, all interactions with Customer Support are considered confidential, and all issues are handled on a case-by-case basis. As such, posts containing transcripts or results of your interactions with Customer Support will be edited or deleted. Keep in mind that your friend's case may not be exactly like your case, so the results of your request may differ from the results of your friend. Customer Support will not discuss the details of any player's case with any other player, but will provide support to you under our established, confidential policies. Asking why your request was resolved differently than another player will result in your post being deleted.

Violation of these terms is grounds for removal from EA Capital Games games.

What should I do if I see objectionable material on the forums?
It is important that members recognize the real-time nature of this forum: the moderators cannot always monitor the contents of posted messages, and as such depend upon you to inform them when participants or their messages are violating our policy as stated here. You must also recognize that they cannot respond immediately to such notices and that some time may pass before any warranted action is taken.

To contact a moderator, please use the Flag Post function on the post represented by a flag:

What happens if I break the rules?
At best, your post will be edited by one of the moderators and you will be issued a warning. If the offense is more serious your post will be deleted. Posting "why was my post edited/deleted?" etc. will only make matters worse, so please don't. If a moderator has not sent you a message stating why, please send the Lead Moderator a message asking for a reason.

Should you have already been issued warnings and continue to break the rules, you will be issued an infraction - your posting privileges will be disabled for three days, but you will still be able to view the forums as a guest.

For persistent and deliberate rule-breakers your account will be "Banned". That means you are no longer welcome on these forums and/or games and your account will no longer function in them. If you re-register, your new account will be banned as well.

Posting Suggestions
In the attempt to create a compromise where everyone is happy, the following suggestions are also recommended:

1. Be civil and courteous. This forum is visited by people from all over the world, of different ages, genders, religions, and backgrounds, and are each entitled to their own opinion. Keep in mind that in most cases, posts are not intended to offend. If you find yourself taking offense at a post, take a step back and contact the person directly, or appeal to a moderator for arbitration. Don't make the situation worse by posting in anger and lashing out at the original poster. Also, see Flaming, Right to Privacy, and Hatred.

2. Make sure that your message topics fit the topic description of the forum in which you are posting. This is for your own benefit - for example, a question regarding a bug or problem should be posted in the Feedback section under the appropriate heading.

3. Use the search function before posting, particularly if the question is problem oriented. Most technical questions have been answered before, and solutions are freely available. Additionally, before posting a bug, check the Known Issues thread to quickly see if the staff is already aware, and to find the discussion thread about that issue.

4. Make sure that you have followed #3 before posting

5. Read the sticky threads at the top of each forum - they are there for a reason, and generally contain information relevant to the forum and/or game.

6. Don't quote the entire message that you're responding to, only the pertinent passage. This makes it easier to read for other users.

7. If you find it easier to express yourself en français, auf Deutsch, en español, in Nederlands, in Italiano, or any other language, post in the International Discussion forum. Hopefully someone who speaks the same language as you will be able to assist you. All posts in other sections (non-International) of the forums must be in English, so please make use of Google Translate if you need assistance with translation. Posting in English will allow the widest range of people to assist you.

In addition to the Forum Rules, you are bound to the general EA Terms of Service both on these forums and in the game. Links to the TOS are as follows:

EA TOS English
EA TOS French
EA TOS German
EA TOS Russian
EA TOS Spanish

By registering and posting on these forums, you agree to be bound to the rules and disciplinary actions set forth above.
See more
See less