Game Crashing?? Here is some information/recommendations

[PopReach]

Hello Smurf Villagers,

We are aware that some of our players do experience crash issues frequently. While we are investigating the issue, it has been found that the majority of the crashes are due to low memory in the device. The 512MB of RAM is technically the absolute minimum amount of memory needed to run the game and be compatible, even older devices with 1GB of RAM can struggle. This type of RAM (System Memory) is the kind used by your iOS device's hardware to do things like run the iOS software and your apps.

For Smurfs' Village specifically, insufficient System Memory can lead to stability issues that prevent certain assets from loading (black screens/boxes) or cause the game to crash, or become very laggy, with low frame rates. Limited System Memory also means that certain features such as watching Advertisements in the Video Hut, or Traveler's Caravan will not work as intended, leaving you with blank or frozen screens, or unable to collect rewards.

There is a common misunderstanding that deleting some Apps, Videos, Music, and Photos from your iOS device to free up space will help with the issue, but that's sadly not the case. All of your App data, Movies, Photos, etc. are found in your Storage Memory, which is different than your system Memory. Your Storage Memory is what you select when purchasing a new iOS device. On some iOS devices, it starts as low as 16GB and doubles up from there. So for example, from 16GB to 32GB, 64GB, 128GB, 256GB, and so on.

Most modern iOS devices released in the last few years have anywhere from 2GB of System Memory to 6GB. While the decision to upgrade to a newer device with more modern hardware is a difficult one, it will improve your gameplay experience tremendously, and eliminate many issues. With that said, you can also transfer your existing progress over to a new device using our recently introduced Smurf ID feature.

In the meantime, a temporary fix would be to routinely close, and exit out all of your open apps completely, and shut down your iOS device from time to time. Once shut down, wait a minute, and then turn it back on again and let it finish booting up. Our team is also working on finding the root cause of the crash issue affecting many devices running iOS 12.5.5. This appears to be a very complex issue and it may take us quite some time to track it down. Please be assured that we are working on it and we will have an update for you as soon as we have an answer. We do sincerely apologize to our players affected by this issue.

Thank you.
Team PopReach

[SlingLight]

Hi, I’m having problems with the game crushing after 20 secs or so. Please help. Is it because of my device? I’m on IPhone 6, iOS 12.5.5. Anyone having the same problem? Thanks for the help.

[Racoon]

It is recommended to lessen the games installed to your devices. My new android phone has been lagging since the event. But after uninstalling some unwanted games or apps,It helps my device.

Why? Because apps can drain RAM to your device. If there were many apps/games running even on the background,there will be a massive competition to the RAM usage thus making the game lagging or crashing.

[ChristalWest]

I wasn’t having crashing and game freezing until that pop-up about the game crashing started the last couple of days…now, when I launch the game, and that pop-up occurs, my game freezes and then crashes. Sorry to complain, but can you stop that pop-up please?

I play on an ipad gen 7 with 3GB of RAM.

[Cupcake]

First, please make sure you are running the latest version of IOS. Then try rebooting your device if you haven't already done so. Then, if nothing works, please fill out a Customer Support ticket, Christal.

[Liza Marie]

@Cupcake
I’ve read and tried all the recommendations and nothing has helped. Unfortunately, I can’t buy a new IPad just for this game and this is the only area I’m experiencing issues. The few other games I play are working fine. Hopefully a bug fix is coming. Any other suggestions would be appreciated.

[Cupcake]

I understand , Liza Marie- I take it from your comments that you are running IOS 12.5.5? If so, the only thing to do now is to wait and see if PopReach can make the game compatible with 12.5.5. Smurfs’ Village is different than many other games; it started way back in 2011, and the code has grown and grown since that time. If PopReach does find a fix, it will be announced on whatever the current update topic is at the time, and probably here, also.

[Cupcake]

Hi, Lisa Marie: Please see post #9 below!

[Chat noir]

Hi Cupcake. Like others, my game has been crashing several times a day, and stuttering/freezing a great deal at the beginning of play: your handy hint of drawing 2 fingers across the screen has helped, but I thought I should mention it, since it has only been like this for a few days, and seems to be getting worse.
Crashing does seem to be linked for me with moving from area to area or returning from visiting another village, by the way.
Admittedly, my iPad mini (128 GB) is getting on for 5 years old, but I don’t think the system memory is that low. I am playing iOS 15.4.1, and am about to do the latest software update. If that doesn’t improve things, I’ll put in a ticket. But it is clear it’s not just people running on iOS 12.5.5 who are having this problem.

[Cupcake]

Please see post #9 below, Chat Noir!

[Chat noir]

Cupcake. Thank you for your note directing me to post #9 about compatibility with older devices being addressed, but the update doesn’t seem to have sorted what I’m experiencing on iOS 15.4.1.

Three hours into the update, my game crashed on returning from gifting another player (and incidentally, moving from their MV to their Grove didn’t work, either with the compass or the illuminated arch).

This is what happened - I noticed Jokey as I landed back in my MV, tapped on his present, but the bouncing notification disappeared without me collecting, then everything crashed - when I logged back in, Jokey just poked his tongue out at me - talk about adding insult to injury!

Then, having logged back in, within minutes I tried to get back from my Grove to MV and everything crashed again. I have hastily cloud-saved, and will submit another ticket…

Nice update, by the way!

[Cupcake]

Chat noir Yes, this update only (temporarily) addressed older devices; PopReach is working on other crashing issues and so thanks for submitting a ticket- they need those details!

[Mac_Keck]

My SV crashes when moving from one to another area, sometimes when moving to the Grove, sometimes to the Mountains. iPhone 8+, iOS 15.4.1, 3GB RAM, 256GB Memory, 60GB free space. When crashing, the timer in that area resets. Annoying when harvesting smurfberries. But sorry, restarting the iPhone every time before playing is not an option.

Regards,
Mathias

Edit: Level 158

[Nemo Norway]

Like others, my game has been crashing several times. When crashing, the timer in that area resets, annoying when harvesting smurfberries.Items.
Another problem is that Smurfs keeps disipering especially on the Island wish have reach the smurffs limit. Im currently playing on level 119 on a Ipad Pro 2020 model. This is a problem who have occourd frome time to time over the years. Things you buy with real money also disipears and take alle the fun with playing the game. Why cant you fix all the bugs with the games instead of creating new items? The stability is more important.

[Cupcake]

Hi Nemo! As a note, if you have a problem with things disappearing right after you have bought them, please always fill out a Customer Support ticket by clicking the Support button on the upper part of the screen or by clicking this link: https://smurfs.zendesk.com/

[teaislife]

any update on a fix yet?

[teaislife]

could the resend out the update before the latest update so we at least could play

[Cupcake]

PopReach is working on an actual fix, Tea. Releasing an old version of SV is really not a possibility for a number of reasons. As it stands now, you can go forward, but not backward.

[Cupcake]

See below, Tea!

[Cupcake]

Hi everyone!

For devices that are crashing: With the 2.25.0 update, PopReach has addressed some of the compatibility issues with older Apple devices, so if you have been experiencing problems you may want to download it and give it a try. This update also appears to help those users who are running IOS 12.5.5.

[Andrea673428]

What should i Download?

[Cupcake]

The new update, 2.25.0, Andrea673428.

[Andrea673428]

Thank you, it worked????????
I had no Update available yesterday, thatˋs why i asked????♀️

[Morning Sky]

I have not had any crashes, but since I downloaded the Easter update the game sometimes crashes when traveling from the grove to the main village. I play on an iPad Pro with IOS 15.3.1
I just hope it doesn't get worse.

[Saffron]

I’m on a new 64GB iOS iPad 9th generation that freezes and I need to reboot. This happens seldom so not a biggie yet. What is happening starting today on second game is I got from the mega box the black Smurf knight from game master, which I have several on the mountain. When I tried to place, game crashed. Tried twice to shut down, leave a minute, then turn iPad back, same thing happened. Game crash. I will have to leave him as he can’t be placed. I didn’t do the test run.

[Cupcake]

The black knight is a well known problem, Saffron. You can read about it in #7 here: https://smurfsforums.popreach.com/fo...ks-workarounds

In the future, you can use the Search function in the upper part of the forum so you can post things pertaining to that issue or find answers to your questions more quickly in an existing topic, as there are hundreds and hundreds of them!

[Morning Sky]

PopReach it has become worse. When I click on the button that brings up the Exclusive Offer, the screen immediately freezes. If I then move the game to the background and bring it back up, the screen is black and all that's left is to reopen the app.
It is not possible to see the EO and therefore I cannot buy it. It also doesn't pop up on its own like it used to.

EDIT: We have the changing weekend offers. What I have described above applies to the offer “Egg Bunny”. The offer has now changed. The EO "Big Bunny" popped up immediately. It does not cause any problems like the previous EO.

[cosmickitten]

Thanks for the info Morning Sky - it was the same for me. However the problem seems to have resolved itself with the next offer and all is working ok now. It was maybe just a glitch with the Egg Bunny. I’ve reported it to PopReach and hopefully they can fix it for the second round.

What device are you playing on?

[Morning Sky]

Thankyou cosmickitten My device is iPad Pro with IOS 15.3.1

[cosmickitten]

Thanks Morning - exactly the same as me. I’ll pass the info over.

[Saffron]

Cupcake I did not know this was an issue, I image many others don’t either. Search took me to no results found and advance search. Not all is lost though. This morning he was placed without a crash. Overnight shut down may have helped. I will continue to search if possible and not say anything unless I know my question/problem is in the correct place.

[Cupcake]

No problem, Saffron- it takes awhile to get used to using the forum! As a note, I searched under ‘knight’, because it is a fairly unique word, and was directed to the link that I showed you.

Glad things seem better, but please note that the black knights count towards your character limit, so be careful about placing them if you would rather have your full amount of Smurfs.

Another hint: If you want to answer someone (like me, in your post above) you just tap “Comment” on your own post and add the @ symbol in front of the person’s forum name- that way a conversation stays all together!

[Morning Sky]

The black knights are storable in Critter Storage Hut.

[Cupcake]

Morning Sky I’d forgotten about that- I have 21 in storage! ????♀️

[leopardpeace802]

Something I've noticed for me is my game is more likely to crash when I'm scrolling through the Store Menu. If I'm looking for something, it's better if I search it or if it's pinned to the top, due to a Task. If I start scrolling looking for something, my game will more-often-then-not close unexpectedly (which is unfortunate when I forget the name of an item I'm looking for)..