(Archived) Update 7 - Mac Issues

[violet current]

**Please post here if you're having issues on the Mac platform, this includes crash related errors/issues.

Use the format below:**

Screenshot/Video:```

[brisk creek]

Issue: Game loads fine on the cover art page, immediately becomes a black screen once the bar is done loading. (I can hear music and sounds just fine, just nothing visual) A refresh of the game did fix the issue, but something is going on as this hasn’t started happening until the most recent update. This is probably the 3-4th time this has happened to me.

[silver cipher]

Issue: game won’t connect to the internet now for over 12 hours. I have restarted the game multiple times, restarted my computer, made sure all is up to date(computer and game), I have restarted my router, checked for any outages in the area. Nothing seems to be working

[oblique karma]

Same here

[vocal lance]

I have the same issue. I can't link to my account so it´s not possible to cross-play. I noticed that the cloud login is off.

[full void]

Same issue. Since last night. Cannot login to my account or connect to the server.

[little parrot]

I cannot connect to server for cross platform. Please provide update for ETA to resolution, I am attempting to complete my star path within the alloted time frame and need to access my moonstones on my mac version in order to do so.

[thorn folio]

It's happening to me as well for the past 24+ hours. Hoping there is a fix soon?

[old maple]

Issue: Game won't connect to the internet. Wouldn't connect last night either and I sent in a ticket.

[strong topaz]

I also have the same issue. Can’t connect since I updates the app on my Mac two days ago.

[neon geode]

Same for me since the last app update, hopefully this will be fixed soon.

[atomic axle]

I have the same issue, it is really annoying. let's hope it will be fixed as soon as possible

[dusk narwhal]

Issue: Unable to connect to online. I am on Sonoma 14.0. Game and mac are up to date.

[atomic axle]

Does someone know when the problem will be fixed? I sent an email to gameloft about the problem but they still hasn't responded.

[amber depot]

I have been having this same issue for day

[shut carbon]

same here. it's been over 72 hours for me.

Issue: Online services has not been working for over 72 hours as of 10/28. I did not have the latest game update when it started. I downloaded the latest 1.7.4.26 and the error persisted. Then I updated to OS Sanoma and error still persisted.
Screenshot/Video:

[little parrot]

any updates? my game is all but unusable at this moment and I will not be able to finish the star path. Can you at least make my moonstones accessible on my other platforms?

[languid kindle]

Having this same issue - just submitted a ticket. Their reply time to tickets is very long though - weeks. Very concerned that I won't be able to complete the Star Path or do Halloween duties because of this glitch.

[shut carbon]

also if it's not fixed by the 8th you will loose out on your DS rewards as the mail is only valid for 7 days.

[safe widget]

heyo - happy at least to see this is happening to other ppl. opened a ticket with gameloft (2608501) this afternoon but haven't heard anything. I've tried all the tricks I found online as well

[stark nebula]

hi guys, while we understand multiple people are having issues, please keep in mind the bug forums are not chat spaces. if you would like to chat with eachother, please use #spoiler-chat or #no-spoiler-chat (albeit the spoiler policy there). Thank you!

[little parrot]

could we at least get an update or ETA? I think that's all folks are asking for due to the impact.

[stark nebula]

I do not have an update or ETA to share at this point.

[gloomy depot]

Same issue. Mac player. Cannot connect. I’m worried I won’t be able to finish the event!!!!

[rose stone]

When will this be fixed it’s been over 72 hours and it’s not like we can goto another platform since your stuff isn’t letting us save to cross play. It’s been over 72 hours at this point

[little parrot]

please provide an update, or add it to the issue tracker on trello. It feels like the issue is being ignored.

[coral thistle]

Same here. Can't connect in almost 4 days

[oblique karma]

How are we going to participate in dreamsnap challenge, how are we able to complete the Star path and how are we able to claim moonstones from the previous challenge?

[dawn lagoon]

We’re having the same issue. Ever since they updated in the Mac App Store and said they did “bug fixes”, the online cloud connect has been broken. All progress is now pretty much impossible.
A Gameloft ticket has not yet generated any answer after three days. Hopefully Gameloft is aware of the problem and will provide a fix ASAP!

[languid kindle]

I am very worried that Gameloft is ignoring this issue, as it's been ongoing for 3+ days and the issue is still no where on the Trello Issue Tracker Board. With both the Star Path and Halloween season coming to a close, this is a VERY serious issue for Mac players! We deserve the same access to this game as everyone else. Not happy that the issue is being ignored.

[rose stone]

I’m about to contact them and have them refund me my money on this at this point. I paid to play the game and they don’t even show any care for Mac users. So for all I care they can lose their money

[oblique karma]

Im so disappointed that this issue is being ignored. We paid for this, its not a free to play game. Its a connection issue snd it should be fixed right away, we are missing a lot of things in the game.

[rigid prawn]

I agree, very frustrating. I also play on switch and now I can’t because I can’t cloud save so it won’t be updated. It’s like they are completely ignoring the issue.

[stark nebula]

hi guys, while we understand multiple people are having issues, please keep in mind the bug forums are not chat spaces. if you would like to chat with eachother, please use #spoiler-chat or #no-spoiler-chat (albeit the spoiler policy there). Thank you!

[whole vigil]

FIX THE MAC ISSUES. This is ridiculous. Halloween is favorite holiday and cant even do starpath.

[thorn folio]

How do we find out when the Mac issues will be addressed? It's pretty disappointing to not be able to participate in the game and to not have any information about if it is even being worked on.

[dusk narwhal]

ISSUE: Unable to connect to internet. This is resulting in players being unable to complete the Star Path, Dreamsnaps, Etc.

PLEASE PROVIDE AN ADEQUATE UPDATE ON THE STATUS OF THIS ISSUE AS IT IS AFFECTING ALL MAC USERS.

[fast pike]

Issue : Mac player unable to connect to the internet and unable to complete the Star Path that I paid for.

[rose stone]

We are now going in 4+ days of not being able to complete star path dream snaps and collecting moonstones cuz we can’t connect to online service. We need an update now if we need to be compensated

[languid bronze]

Same issue. I submitted a ticket a few days ago. No response yet

[oblique karma]

I agree. we need compensation as weve missed a lot in the game.

[thorn folio]

I received a response, but am still having the connection issues. The solutions offered did not work and not sure what "it can take awhile" means. The team is working on a fix for this connection issue, but unfortunately, it can take some time. They will aim to include it as soon as possible.

Meanwhile, I kindly ask you to try the following in order to solve the issue:

1. Use your phone as a mobile hotspot, connect to it instead of your router, and use data to load the game. Note that data charges may apply based on your phone plan.
2. Or use a wired connection instead of wireless.

[neon geode]

I received the same message today, and the "log out and log in the app store and launch the game" fix did not work for me.

[stark nebula]

if you are still having issues please post in #1168968722266996876

[dawn lagoon]

Same message here, and same result. No resolution of the problem and a vague promise of an upcoming fix.

[dusk narwhal]

Dev teams response. AKA instead of actually looking into the issue they are going to point the fingers at Apple. Their "fix" did not work, surprise surprise.

The dev team determined people are experiencing connection issues due to Apple re-issuing some certifications. So If you not able to access online services, we recommend you to sign out and re-sign into your Apple account.
If you are still experiencing problems or just have any further questions, please do not hesitate to contact us.
Regards,
Yuliya
Gameloft Customer Care

[cursive kraken]

I tried the fix above logged in and out of apple and still wont work

[spring bane]

I am also having this problem, and it's very concerning

[thorn folio]

Just got off the phone with Apple and it is NOT an Apple issue. I am really hoping that a solution is being worked on at Gameloft.

[oblique karma]

GUYS IT WORKED!!!

-Open DDV
-Log out apple account
-Restart mac
-Log in apple account
-Go to DDV (it will ask for age and local save)

[neon geode]

Happy it worked for you 🙂 Still not working for me, I'm desperate...

[spring bane]

Ayo, this actually worked! Thank you!

[neon geode]

Nevermind it worked, I did not log out of icloud so that was the issue, thank you so much for the info !!

[languid bronze]

Took two tries, but it worked. Thanks for sharing

[thorn folio]

Thank you!!

[dusk narwhal]

Thank you! You are 10x more helpful than their support team.

[full void]

Miracle! Thank you!!

[dawn lagoon]

Thank you SO much for the fix ! It worked for me too! Just in time for the new upcoming content ! You’re a legend !!!

[ancient matrix]

Same