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Baroness Von Panda

FAQs: Look Here!

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FAQs

Content
1. How do I send screenshots?
2. How do I report someone? 
3. I’m being matched with higher Age players.
4. I’m being matched with players who have more/less Crowns.
5. I keep seeing “Sorry, we cannot sign you in. Try signing in at Xbox.com, then start this app again."
6. I keep seeing “Server is under maintenance.”
7. I'm on an iOS device and I can't see my Xbox Live achievements.
8. My battle button is greyed out.
9. My game keeps crashing without an error message. 
10. I'm unable to purchase gold. 
11. I received a "checksum error" during battle.
12. My game isn't updating; the download progress bar is stuck. 
13. I'm frequently experiencing a disconnection during battles. 
14. We need a leadership change in the Alliance.
15. I purchased gold, but the gold is not showing up, and I am constantly greeted with, "Failed to transfer gold, reload your empire."
16. I can’t find the game app on my phone, and when I go to Windows Store, it says the app has already been downloaded.
17. Contact Information


1. How do I send screenshots?

You can upload them on an image-sharing site (like “Imgur”), and send the link.

2. How do I report someone?

You can use the in-game Report button for the following situations:

- If you’re reporting about a player’s Gamer Tag
- If you’re reporting a castle layout
- If you’re reporting about a player’s Alliance chat message (press the chat message to bring up the Report option)

You can also directly report to us by taking screenshots and sending a private message to @Baroness Von Panda on the forums, or by emailing community@smokingguninc.com

3. I’m being matched with higher Age players.

Matchmaking is not based on Age, but power level. For instance, not all Age IV players are weaker than those in Age V. An Age IV player that has only the keep left to upgrade and an Age V player who has upgraded only the keep are effectively very close to the same power level. 

4. I’m being matched with players who have more/less Crowns!

Matchmaking is not based on Crowns, but on power level. For instance, not all Age IV players are weaker than those in Age V. An Age IV player that has only the keep left to upgrade and an Age V player who has upgraded only the keep are effectively very close to the same power level. 

However, if a player has abnormal amount of Crowns for her power level (ex: 2,000), then that player will be matched against higher power level players who may have a similar amount of Crowns. This only occurs in extreme circumstances; you can read more about it here.

5. I keep seeing “Sorry, we cannot sign you in. Try signing in at Xbox.com, then start this app again.”

First, check the Xbox Live Status: http://support.xbox.com/en-CA/xbox-live-status 
If the Xbox Live is up and running, try to open another Xbox game app (like Bingo). 

If you’re unable to login to other Xbox game apps like Bingo and Jigsaw Puzzles, contact Xbox Live Support.

If you’re able to login to other Xbox game apps, try the following:

1. Restart your device.
2. When the error message occurs, press “OK”. This will redirect you to the Xbox Live site, where you will be prompted to sign in. Log in to your account.
3. Then, re-launch the game.
4. Try the solutions outlined here: http://windows.microsoft.com/en-CA/windows-8/what-troubleshoot-problems-app 

If the issue persists, you will need to contact Xbox Live Support for further assistance: http://support.xbox.com/en-US/contact-us  

6. I keep seeing “Server is under maintenance.”

First, check to see if there is a server maintenance going on by checking our Announcement subforum

If there isn’t a server maintenance going on, check your internet connection. Make sure it is stable and strong. Try switching to Wi-Fi if you’re using data, or to Ethernet if you’re using Wi-Fi. Moving to a location with stronger signals is also advised. 

If none of the above is working, please send us your log file (for tablet, PC, and iOS device only). See here for more information: https://forums.castlesiegegame.com/topic/28111-how-to-submit-a-support-request/

7. I’m on an iOS device and I can’t see my Xbox Live achievements.

1. Sign out of your Game Center account in Settings.
2. Launch the game. If a dialog prompts them for their Apple ID and password, cancel that.
3. You will be taken to the “Welcome” screen that lets you choose how you want to login.
4. You should choose “LOG IN” under the Xbox icon.
5. On the next “Sign In” screen you will need to enter the email and password for your Xbox account.
6. That’s it. You are now signed in using Live, and will get Live achievements.

8. My battle button is greyed out! 

The game doesn’t allow you to battle others until you’ve completed the Tutorial. Re-open your game, and find a green arrow button that is located at the top of your screen. Follow the instructions that are given to you, and you should be able to battle.

If you’re not seeing the tutorial after reopening the game, try reinstalling it.

9. My game keeps crashing without an error message.

If you’re unable to play because the game app crashes without any error message, please try the solutions outlined in this website: http://windows.microsoft.com/en-CA/windows-8/what-troubleshoot-problems-app 

Also, make sure that your device meets the minimum requirements, which are:

PC & Tablet: Windows 8.1 and Windows 10
Windows Phone: Windows 8 and Windows 8.1
iOS: iOS 7.0 or later. Compatible with iPhone, iPad, and iPod touch. Optimized for iPhone 5, 6, and 6 Plus.

If you’re still experiencing game crash, make sure you have enough memory on your device. 

10. I’m unable to purchase gold.

First, try the solutions outlined in this website: http://windows.microsoft.com/en-US/windows-8/what-troubleshoot-problems-app 

Second, try resolving possible Windows Store issues: http://forums.ageofempires.com/topic/5115-three-options-for-fixing-windows-store-problems/ 

If it’s still not working, please send us a private message (see “Contact Information” below) with the following information: 

- Your Gamertag: 
- Operating System:
- Device: 
- Error Message: 

11. I received a “checksum error” during battle.

Please send us a log file right away if this occurs. For more information, visit: https://forums.castlesiegegame.com/topic/28111-how-to-submit-a-support-request/

12. My game isn’t updating; the download progress bar is stuck.

Make sure that your internet connection is stable and strong. If you’re using data, try switching to Wi-Fi. If you’re using Wi-Fi, switch to Ethernet. Moving to a location with a stronger connection can also be helpful. 

13. I’m frequently experiencing a disconnection during battles.

Make sure that your internet connection is stable and strong. If you’re using data, try switching to Wi-Fi. If you’re using Wi-Fi, switch to Ethernet. Moving to a location with a stronger connection can also be helpful. 

If the issue persists, please send us a log file right away after it occurs. For more information, visit: https://forums.castlesiegegame.com/topic/28111-how-to-submit-a-support-request/

14. We need a leadership change in the Alliance.

Please take a look at the Emperor Change Request post here. 

15. I purchased gold, but the gold is not showing up, and I am constantly greeted with “Failed to transfer gold, reload your empire.”

Make sure that you’ve tried the solutions outlined in this website: http://windows.microsoft.com/en-US/windows-8/what-troubleshoot-problems-app 

If it didn’t work, please send us the following information (see “Contact Information” below): 

- Your Gamertag:
- Your Email Address:
- Amount of Gold Purchased:
- Date of Purchase:
- Device: 
- Operating System: 

Please also include your log file, if you’re a PC/tablet/iOS device player. Please visit here for instructions: https://forums.castlesiegegame.com/topic/28111-how-to-submit-a-support-request/

16. I can’t find the game app on my phone, and when I go to Windows Store, it says the app has already been downloaded.

 

You’ll have to hard reset the device, as currently this is the only way to resolve this issue. For further assistance, please contact the Xbox Live Support: http://support.xbox.com/en-US/contact-us 

17. Contact Information

You can choose any of the following contact methods:

Forum: Privately message @Baroness Von Panda

1. On the top right corner, click on the Messages button.

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2. Press Compose New.
3. Send a message to @Baroness Von Panda

Facebook: Use the  button.

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Email: community@smokingguninc.com 

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