#known-bugs

1 messages · Page 1 of 1 (latest)

dense trail
#

Players having issues with Plarium play

The default flow to follow:

  1. Turn off PP from tray
  2. delete the folder StandAloneApps from C:\Users\user_name\AppData\Local\PlariumPlay\StandAloneApps
  3. delete the file gamestorage.gsfn from C:\Users\user_name\AppData\Local\PlariumPlay
  4. launch PP again and reinstall the game
fallow socket
#

REFERRAL LINKS

There are three main reasons why players may have problems with their referral links:

  1. The player that has accepted the invitation link and followed it to install the game has internal anonymizer activated for his/her phone, so we cannot identify the device for connecting it in the system. Also, the issue may be that there are emulators involved (they too, are problematic referral-wise).

  2. The game has already been installed on this phone previously.

  3. The user is not new (he/she may have logged in on the new device that had not had the game installed on it before, but with the account that had already been registered before).

Regarding the first point, we can suggest resetting advertising IDs or activating them to make sure that you are visible (to put it in simpler words, make sure that the device is not hidden, this can be checked in settings).

dense trail
#

Regarding new player promo codes:

Here are the conditions for promo codes for new players:

  • the game must be installed for the first time on a device
  • the code is used within 72 hours after the account was registered
  • only one promo code for new players can be activated per account.
grand fractal
#

Few users are not able to log in and receive a Server Connection error. Seems like the issue is on users end and some of those having this problem have managed to fix it by following the suggestions below:

  • switch between wi-fi and data connection or use a VPN (https://protonvpn.com/free-vpn/)
  • restart the device
  • restart your router
  • clear cache/ app data
  • uninstall and reinstall

In case nothing helps a ticket can be submitted using this link:
https://raid-support.plarium.com/hc/en-us/requests/new
Player ID is the number starting with um in the low left corner of the error message that pops while trying to login.

grand fractal
#

Some players, might experience issues while trying to login; we kindly ask you to try the following troubleshooting steps in the listed order:

dense trail
#

Regarding Raid Pass:

The pass renews the day after the last one expires, and your Multibattles are renewed at the next new day/daily quest reset
This means there is always 1 day a month where you will only have 30 instead of 100 multibattles.

Problem with the "Deal X damage to the Clan Boss on X difficulty" mission:

The damage needs to be done on one difficulty. If the player uses one key on for example Nightmare difficulty and the rest of the keys on Ultra Nightmare, the damage counts only for the Nightmare attempt.
ALSO this damage must be done before the cb "dies"**

dense trail
#

PLARIUM PLAY BASIC TROUBLESHOOTING

If you're having issues with game not running correctly (crashes/freezes/unable to launch the application) when using the PC version, try some of the following troubleshooting:

  • Go to Settings > System preferences > and select Reset Cache
  • Uninstall the Plarium Play application, manually delete the remaining folders if they exist, then restart the PC and re-install
    Folders to delete:
    C:\Users\user\AppData\Local\Plarium
    and
    C:\Users\user\AppData\LocalLow\Plarium
  • Look into your Running Processes in the Task Manager and see if there are any duplicate processes of Plarium Play running. If they are, kill all of them and try to re-launch the application
  • Make sure you have the following version of Visual C++ installed: https://aka.ms/vs/16/release/vc_redist.x64.exe
  • Make sure your graphics drivers are up to date by checking at the official website of your graphics card manufacturer
  • Switch from Unlimited FPS to 30/60FPS

If you're having an issue please grab the log files you can find here BEFORE RESTARTING as this will nullify the log:
PlariumPlay\StandAloneApps\raid\log.txt
And submit a support ticket with those logs.

quiet ravine
dense trail
#

CRASHES/FREEZES

Regarding the in-game crashes/freezes, there are no ongoing server issues unless these are announced.
Since 2.0 update more people have found these crashes happening and below are some of the possible reasons:

If the issue isn't caused by server maintenance either planned or unplanned, players can try the following:

  1. Changing your connection method or use a VPN service to change your IP address.
  2. Using Android OS emulators (e.g., BlueStacks, NOX).
  3. Using another device to play the game.
  4. Lowering in-game graphics and FPS settings

DEVICE RAM: RAID has a suggested 4gb ram requirement to run it. This has always been the case due to the graphics. Many iPhone and iPads don't have 4gb. This can be a major cause of crashes, and even lowering graphics may not help.
From our end, we are working on optimizing the game so that is suffers less from connection interference.

CONNECTION ERRORS are sometimes server based but mostly at the user's end such as firewall and other local security settings, router and local area network issues, DNS and CDN cache, Internet service provider having issues with certain services and so on.
Running a speedtest or simply trying a website and getting a positive result doesn't necessarily mean there can be no other connection issues accessing the servers where Raid is hosted.
For this reason, support and moderators cannot always give you a clear answer on what's causing these issues and we suggest trying to go through as much troubleshooting as possible.

quiet ravine
#

If you are asked for in-game id, send it through direct message to moderators.

It can be found in settings - info - Player id and it will have the following format

umXXXXXXXX | XXXXXXX

We will not ask you for emails and passwords! Keep your accounts safe and don't share those details with anyone

quiet ravine
#

How to submit a bug: right now the vast majority of the bugs that are getting real fixes are videos filmed by players. That's the way most of the recent bug fixes have been conducted. This is requested directly by support.

If the video is long you can upload to youtube or googledrive and provide a link

You can use the native recording on your phones, mobizen or any recording application you want. OBS or streamlabs for PC works too.

Your video + game id = a bug report that will be taken seriously. Screenshots sometimes qualify too, e.g. the error message

quiet ravine
#

We are seeing more reports of scams and phishing attempts recently. Be aware and DO NOT get scammed.

Mostly, support will not reach out to you requesting your personal information through emails. The exception is when your account was banned or hacked. They will contact you using the official Plarium Support email -support@plariumsupport.zendesk.com, support@plarium-mobile-support.zendesk.com ** support@raid-support.zendesk.com**

  1. MOST IMPORTANTLY. Plarium Support will NEVER NEVER NEVER ask for your password under ANY circumstance or ask you to fill in the form with your password.
  2. Support will not be using an unofficial domain name or anything other than email@plarium.com ending. Any modification to this means you are being scammed.
  3. Support will not preemptively tell you they have flagged the account and threaten you to ban it.

Example of a scam below