Arena matches don't load and freeze game

[last sparrow]

I've had this happen several times in the last two weeks, the enemy team loads but mine doesn't and the game stays stuck like this, only way is to restart. I tried waiting for more than 10 minutes and it stays like that.
And it forces an auto loss and in team arena all the consecutive matches are also losses.

[coarse rose]

Dear @last sparrow, thanks for reaching out.
Could you please provide us with your device model and Character ID or Nickname.

[last sparrow]

2163001828510970880

Model is Samsung Galaxy S10+

[coarse rose]

Thank you for your cooperation.
Could you please provide us with the following information. It will help us with our investigation.

[Network Connection]: such as 5G/4G/WIFI
[Region]:
[Scenario where the issue occurs]:
[Frequency of the issue]:
[Memory & Available Memory]:
[Game Log]:
(How to obtain the log: log file located at /Android/data/com.sgra.dragon/files/)

Please package and send us all the log files.

Once we have collected the information you provided, we will immediately report it to the relevant team for confirmation. Thank you.

[last sparrow]

[Scenario where the issue occurs]: Gladiator Arena/Team Arena
[Frequency of the issue]: once every 2-3 days since 2 weeks ago
[Memory & Available Memory]: 93GB out of 128GB
[Game Log]: none, there is no game log, the Android/data/ folder is empty

[coarse rose]

Dear Traveler, thanks for your cooperation, the information you provided has been submitted to the related team by us, we believe that it will advance the progress of checking issues. If any progress, we will contact you at once.

[last sparrow]

Thank you. Could I also be compensated for the lost time and ingame rewards?

[coarse rose]

I'm really regret for the trouble you've met, and the support has received your feedback and the problem is being handled urgently, thank you for your feedback. for the time being, I has not received the notice about compensation, but I will continue to help you submit your feedback and application.

[last sparrow]

Thank you

[coarse rose]

Thanks for your patience.

Sorry to keep you waiting. May I ask if this issue has been resolved? If the problem still exists, in order to help you solve the problem, we need your Game Log. (How to obtain the log: log file located at /Android/data/com.sgra.dragon/files/)
Please package and send us all the log files.

Once we have collected the information you provided, we will immediately report it to the relevant team for confirmation. Thank you.
Sorry again for the inconvenience.

[last sparrow]

Hello, the issue hasn't happened again in the arena, but it did happen once in a dungeon (Ancient Battlefield)
I wish I could give you the Game Log but there is none, my /Androind/data/ folder is completely empty, so it doesn't contain what you wrote or anything else related to Dragonheir

[coarse rose]

Thank you for reaching out to us. We have forwarded your concern to our team for review. Please be patient as we investigate the matter further. We'll update you as soon as we have a response.

[coarse rose]

@last sparrow Dear Traveler,

Thank you for your patience. We have conducted multiple arena match tests using the same device and have not identified any issues. In order to better address your concern, we kindly request you to provide the relevant log files for detailed verification.

Firstly, please confirm if your device has granted the game app permission to access files. If permission has not been granted, please enable it and extract the logs following the path (Android/data/ folder), then send them to us for verification. If you have granted permission but still cannot locate the relevant logs, connect your phone to a computer, extract the log files from the specified path, and send them to us for further investigation.

We appreciate your understanding and cooperation. If you have any additional questions or require further assistance, please feel free to let us know. We are here to assist you to the best of our ability.

[last sparrow]

Dear Lydia,

I granted the app all permissions, but the data folder is still empty.
As you can see in the screenshots, there is no actual option specifically for access to files, only "files and media" together which is actually just media.
The issue happened again today. What do I do now?
I attached screenshots of everything that I could provide again.

[coarse rose]

I have reported the information you provided to the relevant team for verification, and I will convey it to you immediately if there is any progress!

[coarse rose]

@last sparrow
Dear Traveler, thank you for your patience,
We recommend fetching the log file (same file path) from a PC to submit it to our technical team for further investigation and issue location.

Looking forward to your response!
Thank you for your support and understanding!

[last sparrow]

Dear Lydia,
I do not play the game on PC, I play on my Android phone, and as I explained already, there is no log file, Dragon Heir does not create a log file on my phone. Can you also explain please why there is not any specific permission request to write files? That might explain why there is no log file

[coarse rose]

Please click on customer service icon. Contact us after you stays stuck in the game again, and please tell us the specific time of stuck and the time of click customer service (includes the time zone)

[last sparrow]

Where do I find the customer service icon?