bfgBellerophon
Marlin
Marlin
9,130 Posts

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

[Post New]by bfgBellerophon on Jul 19, 16 7:20 AM
Thank you to the players that have taken the time to post what they are experiencing in this thread. It is greatly appreciated as we want to help get things up and running as it should. Since some players have mentioned that uninstalling and reinstalling helps, I'm going to include that help article below:

Uninstall and Reinstall a Game

Please keep in mind that the Moderation Team doesn't have the tools to troubleshoot from the forums. The help articles are a great resource for troubleshooting steps to help resolve these issues as quickly as possible. We've gone ahead and passed along to the Sunken Secrets team what players have reported in this thread. Thank you for your patience as the team works to investigate this matter. If you would like to add information to the investigation, you are welcome to reach out to our Technical Support Team with a Dr. Felix Report.

Thank you for your patience and understanding.

bfgBellerophon

 

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

[Post New]by vampiresse on Jul 19, 16 7:22 AM
I have attempted to add fb friends. The Fb icon has gone but no friends appeared. Not happy to have shared personal data for nothing. Running an updated game on iPad Air 2. Have turned iPad on and off to no avail. What's happening and how do I fix?

 
TMGamer99
Salmon
Salmon
2,716 Posts

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

[Post New]by TMGamer99 on Jul 19, 16 7:33 AM
This (PC) version doesn't use Facebook, but the iPad version does.

Do Big Fish have Forums for iPad games?

 
drivin
Herring
Herring
320 Posts

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

[Post New]by drivin on Jul 19, 16 10:02 AM
Same problem as others. The game will not open from either the BFG games manager or the desktop icon. I've tried uninstalling and installing again but game still will not open. Windows 8.1 PC.

 
bfgBellerophon
Marlin
Marlin
9,130 Posts

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

[Post New]by bfgBellerophon on Jul 19, 16 10:23 AM
Hi there,

I wanted to pop in here and help address the recent posts in this thread.

vampiresse
, I do apologize that this thread is specifically for the PC platform. For iOS issues, you are welcome to post in the following thread:

Please post any TECH ISSUES for Sunken Secrets (Mobile) here

TMGamer99, you are correct that the PC version doesn't use Facebook. The iOS version does have the capability to connect to Facebook. We apologize for the confusion that with the PC platform release of this game, an extra forum was created. All of the posts are now moved over to this existing forum that supports both the PC and mobile platform. Keep in mind that Big Fish Games does have a forum available to iOS players. This can be located by going to the Big Fish Games App on your iOS device.

drivin, I'm sorry to hear that you are having issues getting this game to open even after uninstalling and reinstalling. Please reach out to our Technical Support Team with a Dr. Felix Report. The teams are aware of this issue and are working hard to resolve it. By contacting our support team and providing a Dr. Felix Report, this helps to aid in the investigation.

Thank you for your patience.

bfgBellerophon

 
maeb51a
Jellyfish
Jellyfish
12 Posts

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

[Post New]by maeb51a on Jul 19, 16 10:42 AM
Couldn't get it to open in Windows 10. Uninstalled and reinstalled and it's opening.

 
bfgBellerophon
Marlin
Marlin
9,130 Posts

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

[Post New]by bfgBellerophon on Jul 21, 16 1:52 PM
Hi maeb51a,

I'm sorry to hear that there is some trouble playing this game on your Windows 10 computer. Thank you for letting us know what troubleshooting steps you have taken. It may also be helpful to look at the following help article:

Windows 10

If you continue to have trouble getting this game to open, please reach out to our Technical Support Team with a Dr. Felix Report. The support team is always happy to offer steps that are specific to your computer's configurations.

bfgBellerophon

 
TMGamer99
Salmon
Salmon
2,716 Posts

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

[Post New]by TMGamer99 on Jul 22, 16 12:13 AM
I find that quite often, after going through the marketplaces of the players I follow, it is then not possible to use the X to close the marketplace window. Pressing Escape works fine. This then extends to some other windows, but not all.

To correct it, I just exit and restart.

 
bfgBellerophon
Marlin
Marlin
9,130 Posts

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

[Post New]by bfgBellerophon on Jul 22, 16 10:50 AM
Hi TMGamer99,

I'm sorry to hear that you are having trouble with the marketplaces in your game. Thank you for informing players that pressing the 'Esc' helps. I will pass this information along to the appropriate teams for investigation. If you would like to aid in the investigation, you are welcome to reach out to our Technical Support Team with a Dr. Felix Report.

Thank you for your patience.

bfgBellerophon

 

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

[Post New]by mspucciani on Jul 22, 16 11:34 AM
Everytime I try to open the marketplace or visit the NPC Jame's town the screen goes black. I can still hear the music and interact with everything on the map, but the screen still remains black.

I can only see what's on the screen if I alt+tab and hover the cursor over the Sunken Secrets icon on the task bar. However, the screen remains black as soon as I maximize the window

I am using a PC with Windows 8.1 Pro

 
DWN3
Sea Anemone
Sea Anemone
4 Posts

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

[Post New]by DWN3 on Jul 23, 16 8:12 AM
Playing on I Pad.
Since the below listed problems began I have:
a) shut pad down and restarted
b) checked for Ap updates and have most current update.
However, the below listed problems persist:
1) One "friend" constantly has an exclamation mark. I go to their island but they do not need help. There is one "Smilie" hovering over their Sculptors Station. If I try to go to that Island, get message,"Your friend needs to make a little more progress before welcoming visitors". This has been constant for about two weeks.
2) Today, as I shopped for needed items and worked my way through "friends", those I have helped / helped me and "Followers", for about 50% of thr islands I tried to visit, I get the message, "You can't visit your friends until you've updated your game version.
Please do not reply suggesting the steps I have already attempted, as stated in a) & b) above.
Very Respectfully,
Denise

 
TMGamer99
Salmon
Salmon
2,716 Posts

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

[Post New]by TMGamer99 on Jul 23, 16 10:46 PM
I can give a bit more detail on that problem with clicking the close button on the marketplace. It also stops me being able to click on goods to buy them too, which I forgot.

It only seems to happen when I start at James's market place and go through the markets of players I follow, using the "next" button, on the right. If I start at the bottom of the list and use the "previous" button, on the left, I don't get the problem

Weird, huh?

Edited on 07/24/2016 at 12:50:13 PM PST


 
DWN3
Sea Anemone
Sea Anemone
4 Posts

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

[Post New]by DWN3 on Jul 24, 16 8:16 AM
Thanks for the suggestion, TMGamer99; unfortunately, it didn't work for me. Same issues still persist.

 
Stormy9
Guppy
Guppy
199 Posts

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

[Post New]by Stormy9 on Jul 24, 16 8:50 AM
I'm having the same issue with the Marketplace. It's not all the time; it happened when I started with James and with someone else. Laptop, W10. I'll try the escape, but both times I had to Ctr+alt+del.

Edited on 07/24/2016 at 8:52:06 AM PST


 
TMGamer99
Salmon
Salmon
2,716 Posts

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

[Post New]by TMGamer99 on Jul 24, 16 12:49 PM
Stormy9 wrote:I'm having the same issue with the Marketplace. It's not all the time; it happened when I started with James and with someone else. Laptop, W10. I'll try the escape, but both times I had to Ctr+alt+del.

Does it ever happen if you go backwards, up the list, using the left button, rather than the right?
I now do that and haven't had it happen to me again.

 
sgowans
Jellyfish
Jellyfish
11 Posts

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

[Post New]by sgowans on Jul 24, 16 3:25 PM
I want to know why there isn't a help forum for this game. I am stuck at a certain magic level and don't have anywhere to go to get help.

 
Stormy9
Guppy
Guppy
199 Posts

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

[Post New]by Stormy9 on Jul 24, 16 4:56 PM
TMGamer99 wrote:
Stormy9 wrote:I'm having the same issue with the Marketplace. It's not all the time; it happened when I started with James and with someone else. Laptop, W10. I'll try the escape, but both times I had to Ctr+alt+del.

Does it ever happen if you go backwards, up the list, using the left button, rather than the right?
I now do that and haven't had it happen to me again.


It's happened twice and I don't remember which way I was going.

 
Kntuki
Jellyfish
Jellyfish
12 Posts

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

[Post New]by Kntuki on Jul 25, 16 10:09 AM
On an ISO, can not visit some friends. Screen says I need to update. The game is updated. Ever since the update this has been happening.......needs to be fixed. Do not have the time to read all your forum stuff. Tried once before on another incident and read a lot of no help,,,,,,,,,kntuki (Lee)

 
bfgBellerophon
Marlin
Marlin
9,130 Posts

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

[Post New]by bfgBellerophon on Jul 25, 16 10:28 AM
Hi Everyone,

The Moderation Team greatly appreciates players taking the time to post in this thread. We definitely want to help get things up and running as it should.

For players that are experiencing a black screen, please refer to the following help articles as they contain steps that have been known to help resolve this issue:

Game Crashing, Freezing, or Blank Screen

Run Game as Administrator

If issues still occur, it is highly recommended to contact our Technical Support Team with a Dr. Felix Report. We apologize that we don't have the tools to troubleshoot from the forums. The support team is always happy to provide steps that are specific to your computer's configurations.

I'd also like to remind users that this designated thread is for the PC platform. If you are experiencing issues on the mobile platform, please post in the following:

Please post any TECH ISSUES for Sunken Secrets(Mobile) here

sgowans, to start a new discussion with a game play question, go to the main page of this particular game forum and click on the blue 'Create New Discussion' button. Other players as well as the Moderation Team can help offer their hints and suggestions. Keep in mind that if you are not able to see walls or features to restore or upgrade, the only way to increase the magic limit is to increase your XP and continue to level up. Once you level up, more features such as windows, doors, and chimneys can be upgraded at certain levels. This will then help to increase your magic limit once those items are restored or upgraded.

Thank you for your patience and understanding.

bfgBellerophon

 
MazaM
Sea Anemone
Sea Anemone
1 Posts

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

[Post New]by MazaM on Jul 25, 16 12:39 PM
My game stopped working about 4 hours ago (something about connection to server error). Now when I restart the game it stops at "Checking manifest file" and gives an error (Low disk space or bad internet connection). I tried uninstalling-reinstalling about 5 times, running as admin... I play on PC, Win 8.1.

 
 
 
 
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