tdierikx
Jellyfish
Jellyfish
13 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by tdierikx on Aug 2, 17 4:04 AM
Just bought 30 Magestic Bricks from another player (Molly), and 5 from another player (can't remember the name) - and the silly game has debited my gold, but not given me the bricks!
Hopefully the gold has gone to the players I bought them off... but frustrating when trying to complete a part of the palace... grrr!
Now down to 24 gold, and nothing to show for it... gonna log off and see if I'm not as mad at the game in the morning... *sigh*

T.

 
bfgBeruna
Moderator
Moderator
599 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by bfgBeruna on Aug 2, 17 2:25 PM
Hello tdierikx,

I'm so sorry the items weren't deposited in your inventory. This is possibly a display error, which means that the items were deposited correctly into your inventory but don't appear in your totals. Since the troubleshooting steps available to the Moderation Team here in the forums are limited, I'd recommend contacting our Sunken Secrets Support Team. They'll be better equipped to investigate this further.

Please include your in-game ID with your inquiry.

Thank you for understanding, and please don't hesitate to PM me or another of the active Moderators if further questions or concerns arise. We're here to help.

bfgBeruna

 
tdierikx
Jellyfish
Jellyfish
13 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by tdierikx on Aug 4, 17 6:45 PM
I think it happened because I left the market before the animation had finished showing the transaction going through. My gold was definitely taken and the market showed that I'd bought the goods when I revisited it... just never made it to my inventory.

I'm just being more careful about jumping to the next market now after making a transaction.

Was a significant blow to my in-game finances though... and I sincerely hope that the traders were credited correctly for the items "bought"... they deserve them... *grin*

Gonna chalk it up to experience for myself, but hope that others read this reporting of a glitch, and don't suffer the same fate.

T.

 

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by mcterry on Aug 5, 17 1:25 PM
I have a PC with Windows 7. I've asked on the forums about how to use the elements. I've been told to right click on any fountain & it would tell me how to upgrade that fountain. I've tried right clicking, left clicking & clicking while standing on my head. Got any ideas what I'm doing wrong?

 
mdpetdoc
Clownfish
Clownfish
931 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by mdpetdoc on Aug 5, 17 4:47 PM
mcterry wrote:I have a PC with Windows 7. I've asked on the forums about how to use the elements. I've been told to right click on any fountain & it would tell me how to upgrade that fountain. I've tried right clicking, left clicking & clicking while standing on my head. Got any ideas what I'm doing wrong?

You left click on the fountain. If the fountain can be upgraded, you will see a yellow arrow pointing up. Left click on the arrow and it will show you how many of each type of element are needed for the upgrade as well as how much magic will be generated and how much time it will take to charge. If you want to upgrade the fountain, hold the left mouse click down and drag the arrow toward the fountain. Your elements will be deducted from inventory and the fountain will go up one level. If the fountain can't be upgraded, the arrow will be gray.

 

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by mcterry on Aug 5, 17 7:49 PM
Thanks a bunch, mdpetdoc!! That did it.

 
mdpetdoc
Clownfish
Clownfish
931 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by mdpetdoc on Aug 6, 17 6:12 AM
mcterry wrote:Thanks a bunch, mdpetdoc!! That did it.
Glad I could help and that you got it to work.

 
bfgIlinalta
Moderator
Moderator
2,531 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by bfgIlinalta on Aug 6, 17 1:42 PM
Hello tdierikx, mcterry, and mdpetdoc,

It sounds like there was some issues reported and that players are taking appropriate actions either to contact our Support Team or that players are helping one another out to resolve the issue reported. Thank you medpetdoc for helping out with how to upgrade fountains. Following those instructions should help with upgrading those magical fountains to produce more magic per time period than before using elements from the Deep Dives.

tdierikx, thank you for the update on what has occurred. Don't hesitate to contact our Support Team using bfgBeruna's steps so our Reps can help with those missing items. thank you in advance for your patience while working with our teams.

Thank you all for your patience, and if players are seeing trouble with Sunken Secrets, I encourage players to see if our help pages located below can assist with resolving those issues quickly:

Sunken Secrets Help Pages

For any problems that continue after trying that, I recommend contacting our Sunken Secrets Support Team with your in-game ID. Our Reps are always happy to help out and will do their best to get back in touch as soon as possible.

Thank you all for your patience. If there are any further questions, please feel free to PM me or any of our other active Moderators. We are all happy to listen and help out as best we can.

bfgIlinalta

 

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by mesalady44 on Aug 7, 17 8:08 PM
getting message "unsupported video card" I just installed the latest window update. could this have anything to do with the message? is there something I have to turn on?

 
mdpetdoc
Clownfish
Clownfish
931 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by mdpetdoc on Aug 7, 17 8:34 PM
mesalady44 wrote:getting message "unsupported video card" I just installed the latest window update. could this have anything to do with the message? is there something I have to turn on?

Try going to the video card manufacturer's website and downloading the latest driver to see if it helps.

 

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by GinaCon on Aug 8, 17 10:04 AM
W10 PC platform, level 93, ID 51DBAAAA

Over the last week or so my game has been taking pearls even though I have not spent them accidentally or on purpose. Today I lost 27 pearls just by looking at my balloon times. I promise you that I did not "accidentally" hit the speed up button on all 4 of my balloons,one after the other!!! Also when my pearls disappeared there was no graphic of pearls being taken.

I have no idea what is going on but I have now lost around 40 pearls this week without actually spending them. I have been playing long enough to know when I have an OOPS moment and I accept that I have made a mistake.

Please look into this and return my pearls if possible.

Thanks for your assistance.


Edited on 08/08/2017 at 10:47:15 AM PST


 

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by krueppel49 on Aug 8, 17 10:51 AM
I am not able to send messages; the person I've tried will receive a message but can't open it. The message that person receives is that there is no subject, so it can't be opened. What I did was reply to that person's message to me. I then checked my Sent Box and it does not show that any messages were sent from me since Aug. 3. I also added that person to my address list and tried sending a message that way, but still no success. I'm using Windows 10 and have not had this problem until Aug. 7.

Edited on 08/08/2017 at 10:59:22 AM PST


 
pooky43
Guppy
Guppy
125 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by pooky43 on Aug 8, 17 2:52 PM
winnerkooties wrote:
bfgIlinalta wrote:Hello pooky43 and winnerkooties,
ok sorry I didn't get back to you I changed the permissions on the game so we will see how that works but you are right about the fatal error message so lets see what happens now after

Thank you for taking the time to report the issues being experienced while playing the PC version of Sunken Secrets. It sounds like there are a few issues here and I wanted to drop by with some steps that may assist with these issues as well as how to contact our Support Team.

...

winnerkooties, it sounds like there is a graphical issue with displaying friends and followers in the game. I'm sorry that this is happening, and I recommend seeing if the following page of steps can help see whether the issue can be quickly resolved with those steps or if more assistance may be necessary from our Support Team:
....
Thank you both for your patience. If there are further questions, don't hesitate to contact any of our <a href="http://forums.bigfishgames.com/posts/list/672145.page">active Moderators</a>. We're happy to listen and help out.

bfgIlinalta


Thank you for the reply. Funny but I was unable to uninstall the game because I couldn't even install the Big Fish game manager. The box would come up but it wouldn't fill out with any of my game information or any information at all.

At any rate, I ended up just restarting my computer, and that worked. My game is back to normal. Last night I was playing around with the new nightlight feature that came with the Windows 10 update (I believe it's a new feature), and I was turning it on and off and trying to get it to work. Maybe something I did there did something to my game because I was playing SS in nightlight mode. (?)

Thanks again bfgllinalta for your input.

 
bfgIlinalta
Moderator
Moderator
2,531 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by bfgIlinalta on Aug 8, 17 3:15 PM
Hello Everyone,

Thank you for taking the time to discuss issues that are being encountered while playing the PC version of Sunken Secrets. I just wanted to swim by real fast with some suggestions for some of the issues reported here as well as how to contact our Support Team should more help be needed.

Before I continue, thank you pooky43 for following up with me about what has helped resolve the issue you were experiencing. I am glad to hear you are able to enjoy your game again and I hope that you continue having fun playing!

krueppel49, it sounds like there is some trouble sending messages using the forum's private messaging feature. This can happen from time to time due to the automated filters put in place for the forums. For some suggested ways to work around this issue, I am including a link to our announcement about this below:

Having trouble posting about levels? - September 27, 2016

That should help with sending private messages, but if you are still having trouble with your messages showing up with a blank subject line, please contact our Customer Support Team with the specific wording of what was being sent. This is important to have so that the Forum Moderation Team can review the message and see why the message may have been filtered. Our Reps will be sure to confer with our team and follow up as soon as they can.

Ginacon, thank you for your patience while waiting on a response and welcome to the forums! I'm sorry to hear that pearls seem to have gone missing. What I recommend is contacting our Sunken Secrets Support Team with details of what has occurred as well as what was happening before you noticed those pearls had gone missing. Also, be sure to include your in-game ID, if possible, to aid with looking into this issue. Our Reps will be sure to follow up as soon as they are able.

 
bfgIlinalta
Moderator
Moderator
2,531 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by bfgIlinalta on Aug 8, 17 3:46 PM
Thank you mdpetdoc for helping mesalady44 with the issue that was reported. It sounds like there is a graphics card driver issue at play here and I'd like to provide some suggested steps that may help as well as how to contact our Support Team for more help if necessary.

mesalady44, if you haven't already, what I recommend is seeing if the following page of steps can help get the driver updated for that graphics card. If you'd like to try those steps, they are linked below:

Update Video Card Driver (Computer)

If that error continues to appear or if those steps don't seem to help, I recommend contacting our Sunken Secrets Support Team with a screenshot of the error message being seen as well as a Dr. Felix Diagnostic Report. Our Reps are always happy to help out and will do their best to get back in touch as soon as possible.

Thank you everyone for your patience and time. If there are any further questions, please feel free to PM me or any of our other active Moderators. We are all happy to listen and help out as best we can.

bfgIlinalta

 

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by mirandashell on Aug 9, 17 9:50 AM
I am having problems with the game loading, freezing and then closing. This has been going on for a couple of days. It's nothing to do with my computer as everything else is working fine, including other BF games.

 
Guideo
Guppy
Guppy
138 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by Guideo on Aug 9, 17 3:29 PM
mirandashell wrote:I am having problems with the game loading, freezing and then closing. This has been going on for a couple of days. It's nothing to do with my computer as everything else is working fine, including other BF games.


There is a new update today that my game just started notifying me about. It may cure your problem. Give it a try. Go to your options icon, top right corner of Game Manager (the gear), select Updates, select Manual and then the icon for checking for updates.

Good luck, hope this cures it.

 
bfgBeruna
Moderator
Moderator
599 Posts

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by bfgBeruna on Aug 9, 17 3:59 PM
Hello mirandashell,

I'm sorry that there's been trouble getting the game to load and to not freeze. Thank you for suggesting the update, Guideo. In case that will solve the trouble, I'd recommend installing the update by following the instructions in the announcement below.

NEW UPDATE available for Sunken Secrets (PC) - August 9, 2017

If the new update doesn't help the game run more smoothly, I'd recommend checking that the computer's video card driver is up to date. Below is a help article that provides instruction for that process.

Update Video Card Driver (Computer)

It can also be helpful to run the game with administrator permissions. This ensures the game has all of the necessary privileges to access the resources it needs. I've also included a help page with those instructions below, too.

Run as Administrator (Computer)

Should these suggestions not work, please contact our Sunken Secrets Support Team. They'll be the best equipped to provide further assistance. If it's available, please include your in-game ID with the inquiries.

As always, thank you for your patience, and please PM me or another active Moderator if further questions arise. We're here to help.

bfgBeruna

 

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by Alyenbird on Aug 9, 17 11:37 PM
I play Sunken Secrets on a Windows 8 PC.
When I saw the new update was finally here I was thrilled. However, I had heard that updates could cost you your uncollected balloon boxes, so I played the old version just long enough to grab them off the balloon platforms. Then I exited the game as usual.
I clicked the new update for Sunken Secrets in the Game Manager and loaded the update. During the update, I clicked yes on the pop-up "permission to let this program make changes to your computer" box. Then, I clicked Play when the update finished loading. The game did not start. I tried clicking again, the game did not start. I tried opening another game. This one worked just fine. Clicking Sunken Secrets gets me a brief waiting circle icon and then nothing. My attempts to uninstall/reinstall Sunken Secrets are thwarted by the message "The game is running" with every uninstall attempt (both through the game manager and through windows 8 program manager). However, I can still open and play other games. Usually if you have a game running you can't open other games. Restarting my computer does not help with this problem. I have tried uninstalling/reinstalling the Big Fish Game Manager. This has not worked. Please help! I love this game and am very attached to my island!

Edited on 08/10/2017 at 2:36:37 AM PST


 

Re:Please post any TECH ISSUES for Sunken Secrets (PC) here.

[Post New]by mirandashell on Aug 10, 17 1:03 AM
Hmm.... not sure I want to load the update if the above is what happens!

ETA: Yep! That's exactly what has happened! Oh great.

I also had the balloons come up when I opened the game before the update. I hadn't clicked on any balloons but one of them had the reward open. I clicked on the Jack in the Box to collect and the game shut down.

And please don't mention the Video Card Driver again. It's not me, it's you.

Edited on 08/10/2017 at 1:47:30 AM PST


 
 
 
 
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