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Fabien FromGameloft

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[EVERY PLATFORM] Recent issues status

Fri Apr 10, 2015 12:30 pm
This thread regroups our replies to issues that have been mentioned on the forum. Check it out before posting a new thread, as you might find an answer here.

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April 10, 2015:
Cloud Synch issues have been solved in the latest update of Asphalt 8 that came out on April 7. The update will make its way to Android and Windows 8 soon.

The last Apex Wednesday CUP might have mistaken some very good players for cheaters. We are very sorry about this issue and we will make sure that this doesn't happen again.

Asphalt 8 is not on the app store of South Korea Telecom anymore. The profile of SKT users migrated over our Google Play servers. In case you have had an issue that could be related to this migration, please, contact our Customer Care team.

A large number of players have reported graphics issues, more specifically the textures having a stereoscopic 3D like appearance and also reduced performance even for high end systems. We apologize for this, our technical team is currently investigating this issue, we will keep you posted.


April 23, 2015:
A graphic issue has been reported by numerous members of the community. It is happening on Windows devices, and it is apparently due to Direct X 11.1. A fix will be added to the next update of Asphalt.

May 5th, 2015:
It seems that lately a number of players have reported issues regarding the twitch system. In order not to encounter it anymore, please update the game. It should be fixed in the latest update.

May 6th, 2015:
On Windows 8, the error 5004 is now solved.

May 21st, 2015:
Somme of you experienced an issue with the Nitro turning itself off when turning the wheel of the car.The issue has been identified and it will be solved in one of the next updates of Asphalt.

June 11, 2015:
In the single player campaign of Asphalt 8, a few events that were featuring the Veneno are currently grayed out. They have been replaced with Aventador events. The next update of Asphalt will fix this issue.

June 15, 2015
Our anti-hacking system has reported users that were not supposed to be banned between June 10 and June 13. We are very sorry; note that each one of the users that have been banned unfairly during this time-frame will be un-banned today.

August 24, 2015
if you have been considered as cheater by the game after playing las week VIP Chevrolet CUP, please note that playing the CUP once more cleared you from any this accusations. If you still considered that there is an issue of any kind with this cup, please contact our Customer Care.

January 22, 2016
The next update of the game will fix the issue with the event of the McLaren 570S in the Tag Seaon. Owners of the 570S will have access to that event. Some outdoor parts of the tracks on AREA 51 definitely need some more lights. We will work on them to improve the visibility.
The Random Exhaust box from TLE only rewards with C and D aprts. We are working on a solution.
The TOP size on Android is subject to change, but it won't change in the coming months. I will update you on this matter if ever I have more news.

May 09, 2016
Sometimes, the palyers' car rank displayed in the friends leader board will no correspond to the real car rank. This issue will be fixed in the next udpate.

May 10, 2016

The Devel Sixteen Multiplayer CUP had an issue, on Android. Therefore, it has been stopped earlier than planned. I will edit this message as soon as I get new information. Edit: Participants in this cup on Android will automatically receive a compensation package according to their last position in the leader board.

May 18, 2016
Elite Cars hack: The players using this hack are now considered as cheaters and are being punished.
R&;D Key Synch issue: Players facing isues when playing the R&;D event should contact our Customer Care team. Your case will be handle  properly, as instructions have ben sent to our Customer Care team.

May, 23, 2016
The server issues that happend last weekend are now resolved. If you have suffered from these issue, please get in touch with our Customer Care team; the team has received instructions to take care of your request properly.
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'rez

Expert Racer

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Re: Recent issues status

Sat Jun 11, 2016 5:55 am
following the release of update 2.5.0 to Android and iOS, several bugs and issues have been encountered:

EDD - inability to use certain invitations (if there is only one left, sometimes two)

iOS EDD - app crashes around race #10 (8,9,10,14 reported) requiring restart of the game, resulting in loss of win streak, and forcing drivers to use a new invite. which isn't always possible - see the first bug.

EDD - adverts causing 'error 3' messages (and other errors?) causing win streaks to end, and forcing drivers to use a new invite. which isn't always possible - see the first bug.

Mastery Licences have been restructured - some have been moved from #15 to #12, and some earlier. for those of you that have cars with prizes already claimed for #12, #13 and #14 (but not #15), this will mean you will have lost the ability to gain some licences as it currently stands. please contact CC with a list of such cars and lost licences, and screenshots showing these cars.


these have all been raised with the dev team, and we will update this thread with news / fixes as we get it
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'rez

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Re: Recent issues status

Wed Jun 29, 2016 3:07 pm
if any of you are having problems claiming any licences that did move during the update, please be assured that there is agreement between the GL teams that licence compensation on a like-for-like basis is the way this is being resolved.
____________

we have had conformation this morning that CC will compensate licences that 'moved' in update 2.5.0, on the production of evidence.

firstly, you should send CC a list of cars where licences have been moved to an earlier event, and are now not claimable, detailing how many licences have moved

what constitutes evidence?
once you have submitted your list of cars, if you do have screenshots before and after, send both. if you only have current SSs, send those.

screenshots? of what?
you should take a SS of mastery progress (the latest race completed) for each car you are claiming - the screen showing 1-5, 6-10 or 11-15

should you send all SSs, or just a selection?
you should check with the CC agent what they want to see. for me, I didn't need to send them all, it may be the same for you, it may not.
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'rez

Expert Racer

Apple (iOS)
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Re: Recent issues status

Mon Jul 04, 2016 9:57 pm
Windows Update - 4 July '16

we are collating all reports of bugs and issues in the topic below ("Update News" in Discussions section).

if you have encountered problems, please read through the recent activity to see if it helps you. feel free to add your tuppence / ten cents' worth.

http://forum.gameloft.com/viewtopic.php?f=1505&t=364714

many of these were reported to the dev team earlier today; as soon as we get news, we will let you know.

edit 6 July - summary of main issues:

- no fuel refills
- legitimate drivers being sent to CB
- lag / choppiness in gameplay
- game crashing on start-up

these are currently being investigated
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'rez

Expert Racer

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Monday 1 August 16 - Version 2.6 - Rio

v2.6 Rio was released to WIN & iOS on Weds 28 July.
v2.6 for Droid was released to a few counties, but was generally held back for a planned release week commencing Mon 1 August

User feedback on the Rio update in Discussions - viewtopic.php?f=1505&t=383820

there have been a number of issues:
-some of the lag/chop/crash behaviour of A8 on WIN was resolved; some users still have issues, eg stall on loading
-resetting of event points totals after racing once on v2.6 on the Mon-Fri MPE
-a bug that caused the fastest lap time to NOT be recorded on TLEs
-a number of users were erroneously banned
-the CC in-game system does not always send out the automated email containing the ticket ID
-from Fri 30 July, prizes from events that had ended were not claimable
-v2.6 saw 8 cars released in v2.5 have their engine types corrected

server outages over the weekend 30-31 July have resulted in general / intermittent instability of syncing lap times, fuel levels, credit transactions for upgrades and SRK boxes:
viewtopic.php?f=1908&t=384932

server outages happened during EDD and R&D events, reducing the time available for competitors to complete the event.

all the above issues have been reported, and are being investigated / worked on.
__________________

Mon 1 Aug events
Droid - Quantino event is in Rio. but they're not on v2.6. so the game is crashing when users try to access the event. EVENT NOW PULLED
WIN - Quantino event is not available, despite the car and track being available
iOS/WIN - Donkervoort - upgrading the car leads to users being sent to CB - KNOWN ISSUE, HAS BEEN INVESTIGSTED, UPDATE/RESOLUTION DUE 2 AUGUST
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'rez

Expert Racer

Apple (iOS)
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17727

Location

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Re: [EVERY PLATFORM] Recent issues status

Tue Aug 02, 2016 11:54 am
Tuesday 2 August 16

Server Issues update - viewtopic.php?f=1908&t=386270
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'rez

Expert Racer

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17727

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Re: [EVERY PLATFORM] Recent issues status

Mon Aug 15, 2016 11:59 am
Monday 15 August 16

FIXES


token / fuel refill videos not working - try reinstalling the game

WINDOWS - EDD not syncing points - now FIXED

TLE fastest leaderboard lap time being over-written by most recent lap time - FIXED Tues 17 Aug
viewtopic.php?f=1908&t=389818

________________

IN PROGRESS

Mastery licence compensation - this is happening, please be patient

Donkervoort - in MPE, some players recording impossible times in under-ranked cars - under investigation

‘Error 3’ - under investigation

TLE leaderboard prizes ‘disappearing’ - under investigation

WINDOWS game crashes/stalls on start up / loading screen - under investigation
- try using the MS app troubleshooter - viewtopic.php?f=1908&t=388452&p=2222168

Elite cars - losing condition without being used - reported

Windows and Amazon platforms not getting Monday/Tuesday tech TLEs - reported (Amazon now fixed)

Windows R&D losing keys - adverts causing game to stall - reported
________________

TO COME

to counter-act hackers, delays to prize claiming will be tested shortly on certain WINDOWS TLEs
viewtopic.php?f=1503&t=389820
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Fabien FromGameloft

Community Manager

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Re: [EVERY PLATFORM] Recent issues status

Mon Sep 12, 2016 11:57 am
Monday, Sept 12

We are still checking at the issue of US Amazon users

We are still checking at the LAB 4, Test 29 issue happening to Android players (in the R&D event)

We have started adding the country cups that you have asked in the country cups thread: viewtopic.php?f=1507&t=362230
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Fabien FromGameloft

Community Manager

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1678

September 13, 2016

We have identified what is causing trouble to Android users playing the R&D. A solution is being discussed.

The Mercedez GLC is now back in the Shop on Android.
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Fabien FromGameloft

Community Manager

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1678

September 14th 

Our servers are overwhelmed; this might affect your experience. Everything will be back to normal ASAP.