devtrackers.gg
Hi all,
Meagan here – I’m the Sr. Community & Social Media Manager at Crystal.
Threads move fast on Reddit and often there are multiple reports on the same issue. We realized that not everyone may see when we respond to individual threads and are hoping to resolve that with this sticky post!
We are scouring social media, Discord, and Reddit for your bug reports and feedback, but think a little context on what’s happening behind the scenes could help.
But first, I want to say that we hate bugs as much as you do. Although a lot of the issues below happen infrequently within the scope of the entire player base, your experience is our top priority, and each of you deserve the best possible experience we can deliver.
HOW WE GATHER BUG REPORTS
If you aren’t familiar with bug reporting or Quality Assurance protocol, to solve complex bugs, we have to reproduce them first. This means recreating the exact circumstances that triggered the bug, which allows us to put protections in place and keep it from happening again. This process requires that we gather data from players, and then use that data to solve the puzzle.
We are gathering information on bugs/crashes many ways:
From automatic platform reports: If you encounter a crash and your console prompts you to report a problem, please do! This information gets sent to us and is SUPER helpful, as it tells us what you were doing at the time of the crash. It’s easier for us to then pick out trends and address them!
Customer Support: Customer support reports are our second-best bet for gauging volume of issues and getting more information to help reproduce and resolve them. You can get in touch with our support team here: support.square-enix-games.com
Social Media: Social media gives us a great viewpoint into high-level bugs/issues individuals are facing, but it isn’t idea for one-on-one communication and information gathering. This is why we direct people on social to customer support, unless it is a known issue & we can quickly message a workaround. That being said, we have our community team and members of the dev team scouring social, reddit, discord, and more every day to gather and consolidate reports
Internal Testing: With the absence of our usual playtest lab due to the work-from-home environment, employee testing was incredibly important these past few months, and it was super cool to see everyone use their free time to rally behind bug-busting marathons. We’re still constantly playing our game and using it as an opportunity to surface bugs, tune, and optimize.
With this in mind, if you have a bug to report, there are some tips to help us get a clear picture of what bug/issue you are reporting. The more specific you can be, the better!
- Platform & Region of Play
- Headline/Summary of issue (Crashed. Froze. Cap has googly eyes)
- Hero
- Mission
- What Happened (tell us what you were doing just before and when the issue happened)
- Screenshot or Video (if possible)
- If Multiplayer related, please also include power level and number of players in your Strike Team
When we surface a bug or bring in reports from Customer Support or Social Media, we prioritize them by severity and frequency, create our own internal strike teams with representation from all subject matter experts, and get to work to resolve it!
INITIAL TROUBLESHOOTING
If you encounter a bug that is keeping you from enjoying play, the best bet is to reload the last checkpoint. This will often resolve issues. If that doesn't work, fully exiting the app and reloading the game is the suggested next step. If the issue persists, we have implemented a backup save function:
Backup Save: Available in the Settings menu, this feature backs up your save files. Your progress will be saved every hour. If you run into any issues with a corrupted save file, this can potentially help retrieve and revert to a different save file. Please note: This may not work for everyone, and will not address issues with save files that existed prior to this patch.
KNOWN ISSUES AND WORKAROUNDS
Here is the current list of our top priority known issues and when applicable, workarounds. We will update the status field with new information as we have it!
MISSING UNITS & RESOURCES
- Presentation: We are aware of an issue where units have gone missing from some inventories. We have found the root cause, and are working towards a fix. We are also getting reports of additional resources going missing, and are actively investigating.
Potential Workaround: For now, a workaround is not to hold more than 32,000 Units at a time, as that appears to be what triggers the bug.
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Status [9/11]: Units will be fixed in 1.3.0, additional Resources are still under investigation.
MATCHMAKING QUICK MATCH BUG
Presentation: This is an issue when a player chooses to leave a Strike Team from the UI. They will be unable to Quick Match until they exit to Main Menu and re-enter play. On PS4 this happens for the selected hero for Quick Match. On Xbox it prevents both Quick Match as any hero and as selected hero.
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Status [9/11]: Fixed in 1.3.0
FABRICATION MACHINE NOT DISTRIBUTING REWARDS
NOTICE For the time being we suggest you hold on using patterns until we issue a patch.
Presentation: This is an infrequent bug that presents varying behavior with the fabrication machine, including distributing rewards with without notifications, distributing incorrect rewards, and missing rewards.
Expected Behavior: Patterns will grant you a random Outfit. If your pattern is a duplicate, it will instead grant you Units for spending with vendors.
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Status [9/6]: We are actively working towards a fix.
THE MISSION “INTERROGATION ANXIETY” CANNOT BE COMPLETED
Presentation: Rarely this presents as an inability to continue in the mission Interrogation Anxiety due to not being able to interact with specific characters.
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Status [9/6]: We are actively investigating.
FALLING OUT OF WORLD WHEN ENTERING THE AVENGERS INITIATIVE
Presentation: This infrequently presents as a partially loaded Helicarrier and results in characters infinitely falling out of world.
Status [9/11]: We addressed majority of instances of a partially loaded Helicarrier which resulted in characters infinitely falling out of world when trying to access the Avengers Initiative in V1.2.5. There are rare instances where this could happen still, but the patch ensures that loading back into the main menu and then returning to the Avengers Initiative will resolve it. We are still working to eliminate this bug entirely.
UNLOCKED OUTFITS REVERTING TO LOCKED STATE
- Presentation: This presents to some players in two ways:
1) This presented as costumes that were previously unlocked through campaign progress - such as the Stark Tech outfits - reverting to a locked state.
2) This presented as costumes that were previously unlocked through online play - such as Hero Challenge Card rewards, pattern drops, and faction vendors - reverting to a locked state
Status [9/8]: Mission outfits: We prevented this from happening in V1.2.5, but the patch does not return outfits for those who have already encountered it – bad save states will be resolved In V1.3.0. Marketplace and Challenge Card outfits will be restored and no longer become re-locked in the Cosmetics Inventory UI.
Potential Workaround: For those who are having outfits purchased in the Marketplace or earned through Challenge Cards relocked, please note that relaunching your game should bring them back. Rest assured; you will not be losing any of these outfits. We are continuing to investigate this issue and are working on a fix.
THE MISSION “HOUSE CALL” CANNOT BE COMPLETED
Presentation: This presents as an occasional bug with the bridge in the mission “House Call”.
Status [9/5]: We are actively working towards a fix.
Potential Workaround: If you encounter this issue, please first try the new backup save option. If that doesn’t work, we ask that you please fill out a ticket with our customer support team so we can work to reproduce it and fix it.
INFINITE LOADING SCREENS
Presentation: This presents as an infrequent bug where players are unable to progress with the campaign due to an infinite loading screen preventing progress.
Status [9/11]: This was prevented in V1.2.5. Bad save states will be resolved in V1.3.0.
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Potential Workarounds:
- Access campaign from the War Table in Avengers Initiative by pressing up on the d-pad, R1 to Reassemble and Preview. Then launch mission with Avengers “A” logo.
- When on your platform, before you launch the game, have a friend send you a strike team invite. Once you connect, leave the strike team and you should be able to resume your campaign.
- If that doesn’t work, please fill out a ticket with our customer support team so we can work to reproduce and fix it.
- Access campaign from the War Table in Avengers Initiative by pressing up on the d-pad, R1 to Reassemble and Preview. Then launch mission with Avengers “A” logo.
COMMUNITY CHALLENGES NOT UPDATING IN REAL TIME
Presentation: While progress is not appearing in-game, it is still being tracked on our end.
Status [9/5]: We are working to optimize the system and implement a fix so that players can see their combined progress in real-time!
Potential Workaround: N/A
CREDITS SOMETIMES DO NOT APPEAR WHEN PURCHASED
Presentation: Purchased credits not appearing, which can be caused by a delay on the server side with increased load.
Potential Workaround: If this happens, first try exiting and relaunching the game. If the issue persists, please contact customer support so they can pull up your account and investigate!
MATCHMAKING ISSUES
We are currently working on a troubleshooting guide for Matchmaking, as well as an overview of upcoming fixes. We will update this section as soon as we have more details!
RESOLVED ISSUES
CHARACTER DUPLICATION/SWAPS ON GOLDEN GATE BRIDGE
Presentation: This presents as a rare bug with late-game campaign players, where they are loaded into the Golden Gate Bridge as the wrong character.
Status [9/8]: This should be resolved - if you encounter this bug, please contact customer service so we can continue to investigate.
CHALLENGE CARD POINTS NOT UNLOCKING
Presentation: Hero Challenge Cards were not reflecting points earned through daily or weekly challenges.
Status [9/5]:Resolved: We have fixed an issue where Hero Challenge Cards were not properly reflecting earned points. We are also in the process of retroactively granting lost points, although this process may take several hours to complete. Thank you for your reports!
Patch Note Archive
- [9/4] PC: V1.0 Build 12.9, PS4: V1.2.3, Xbox: V1.2.2
- [9/6] PC: V1.0 Build 12.11
- [9/9] PS4 & Xbox: V1.2.5
We’re still hard at work to fix as many issues as we can. Please keep providing feedback to us!
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