Black screen

[west hearth]

Hello, my cell phone is a Samsung Galaxy S24 Ultra, and for some time now, to enter the game I need to clear the cache because after starting the application, the screen goes black and doesn't go away. Before it was possible to play by doing this procedure, but now even that doesn't work. I've already uninstalled and installed it through the Playstore, but nothing seems to work. Can you help me?

[crimson ridge]

Dear Traveler,

We are pleased to assist you! Regarding the issues you inquired about Blackscreen, we apologize for any negative experiences you've had. Because we take your situation seriously, we ask you to provide a screen recording of the operations and the game logs to expedite our assistance, here is the log path:

• Android mobile: Android/data/com.sgra.dragon/files

Please locate the files ending with ".log". If you haven't enabled the display of file extensions, the file name may not display the .log suffix. Example file names include: dragon_log_date_19.log, dragon_log_date_19. Please package all the log files and send them to us here directly.

Once we receive your information, the relevant department will assist you as soon as possible. We apologize for any inconvenience this has caused you.

[west hearth]

https://drive.google.com/drive/folders/1W0NFZYWp42cO14wcsNdWinEJr_7q5Jjm?usp=sharing

Hello, as the files are too big for Discord I uploaded them to Google Drive and I am sending the access link

I hope you can help me remove this error when opening the game in an upcoming update.

[crimson ridge]

Dear Traveler, thank you for your patience. I'll forward your case to our dev team and they will do their best to work on your case. I'll get back to you as soon as the result comes back.

[west hearth]

Thank you for your attention, I'll be waiting

[crimson ridge]

Hello, traveler

Can you also provide a screen recording of the operation?

[west hearth]

It's in the same folder as the log files. The screen recording is there, all in the Google drive link

There you have it, the screen recording

[crimson ridge]

Hello Traveler,

Could you please confirm whether you have any phone cleaning apps installed on your device, and whether you have cleared any resources related to the game?

[gilded river]

It is happening to me as well @digital raptor

Samsung galaxy s21FE, everything is updated and up to date. Doesnt happen every start of the game but every now and than.

I tried clearing Cookies etc but it starts to happen more often. Heared from other users as well that they have this starting issue

[crimson ridge]

Hi Tobi,

Thank you for your feedback. Could you please confirm whether you have any phone cleaning apps installed on your device, and whether you have cleared any game resources? Additionally, if you could provide the log, we will investigate whether the issue is caused by system compatibility problems. Thank you.

[gilded river]

Will see what i can do tonight about the logs. And no cleaning software installed at all.

[crimson ridge]

Hi Tobi,

Well noted. If there's a log, please package it and send it to me. Thank you for your understanding and cooperation.

[gilded river]

@crimson ridge

Let me know if thata enough, ita from this morning right ad the blackscreen appeared

[west hearth]

I don't use cleaning apps on my cell phone, I clean the game's cache using the Android system's own resources as an alternative to getting out of the black screen and playing DH

[crimson ridge]

Dear Traveler, thanks for your cooperation. The information you provided has been submitted to the relevant team, and we believe that it will expedite the progress of issue resolution. If there are any updates, we will contact you immediately.

@west hearth @gilded river Dear Traveler,

Upon confirmation, the system's built-in resource cleaning software may also delete game resources. We recommend that after reinstalling, you avoid cleaning, or set Dragon to the whitelist. If Tobi also has resource cleaning software, please try this method to see if it improves your situation.

[gilded river]

Havent used cleaning at all.

[crimson ridge]

Hi Tobi,

The previous logs you provided did not show any abnormalities. Please provide the latest logs from when the screen went black, so we can take another look.

[gilded river]

I wont be able before the upcoming weekend, due to work issues, but will sent them your way friday evening or saturday

[crimson ridge]

Dear Tobi,

Thank you for your reply. Could you please check if your device has enough memory when you are available? Looking forward to your reply

[gilded river]

20gb free space on my device

[crimson ridge]

Hi Tobi,

Thank you for your response. Could you please confirm whether you can hear the game sounds when the screen goes black after entering the game?

[gilded river]

Nothing to hear or to see, just blackscreen, like the loading of the game is stuck.

[crimson ridge]

Well noted. I have forwarded this to the development team for review.

[gilded river]

Problem didnt appear anymore. So i didnt pull logs.