Game Crash & Lost Progress [Troubleshooting]

Game Crashes & Lost Progress Information

Progress may become lost for a number of reasons, which in turn can be caused by the game crashing. 

Looking for general troubleshooting information to resolve your issue? Go here. 

Causes

Lost progress

• Restoring an old save from the Cloud 
• This involves Uploading to the Cloud, making significant progress in the game, and then Downloading from the Cloud and replacing your most recent save
• Can appear to be lost, for example
• Starting to build a building such as a career workplace can cost many thousands of Simoleons
• Using LP to skip a long task, such as a 24 hour task costing 24 LP 
• Using LP to upgrade workstations in Professions, rather than Resources
• Making large purchases such as these close together can appear to cause lost progress in currency
• Caused by a crash (see below)

Game crashes

• Low device memory 
• Low device storage space 
• Bad internet connection
• Hacked or corrupted game
• Jail-broken/rooted device (modified device)
• Time/date settings being adjusted to many years in the future 

Troubleshooting & Prevention

Before submitting a ticket to Technical Support, there are a number of things you can try to help you quickly resolve your problem.

Lost progress

•  Ensure your game is on the latest version 
• Some issues are fixed with the release of a new update
• Restore your save from the Cloud
• If you have a recent game save in the Cloud, you can restore it to recover lost progress
• Play the game without any other applications open, if your game
• If your game appears to crash or freeze, see below troubleshooting steps for more info...

Game Crashes

• Close all background applications
• If your device is low on memory, this may be crashing the game
• Create more available space 
• You can Sync or upload any photos or data from your device to a computer to create more space, for example using iTunes with an Apple Device
• Delete in unneeded applications, photos, or music if you wish
• Try playing on another device
• For example, a tablet such as an iPad may be more powerful than an iPhone 4
• Ensure your game is on the latest version (5.24 Hospital Profession)
• Some issues are fixed with the release of a new update

Regularly Upload to the Cloud
If a crash or issue does occur, you can restore your game to the latest save by downloading a previous save from the Cloud. We recommend Uploading to the Cloud at the end of every session of Game-play, when you are finished play. 

For more information on how to transfer saves and restore them, please visit this article.

Phishing and False Claims

Please note that false or fraudulent requests are taken very seriously. If the request is found to be false or fraudulent during the course of our investigation, you may be penalized, up to and including indefinite suspension of your account.

Technical Support
If you continue running the game for awhile and the problem still occurs, please submit a ticket to Support. 

Ensure you:

• Include your Player ID (found at the bottom of the "about" section of the game in the main menu, this will be automatically included if submitting a ticket from within the game)
• Describe in detail the problem that is occurring
• If it was a a game crash/lost progress, please select the appropriate issue in:
• "Choose Related Issue*:"
• Leave "Do you have a Specific Problem?" blank

Related Articles

• Missing Currency
• Missing Purchases
• Sims FreePlay Cloud Saves