Fails – but no support

If you have been reading this blog or my tweets, you already know I have massive problems logging in to #MySingingMonsters. The problems started when Big Blue Bubble made the the “friends” update to #MySingingMonsters. Since the update, I haven’t been able to log in, as loading 2000+ friends is too much data to handle for my Samsung Galaxy S4.

I’ve tried contacting BBBsupport, but the answers received are just simple copy-paste answers from their FAQ.

My (latest) mail to BBB Support:

Hello my dear friends at BBB!

I have a sad, sad issue with MSM. Since the “Friend update” of MSM, I’m having serious problems logging in. Facebook login etc. works fine, but I’m always stuck om “downloading game data”.

Sometimes I manage to log in by going to home screen, switching to the app, going to home screen, switching to the app, many, many times, but when the game loads, I can’t collect items, can’t switch islands, but can see my friend list and go to the market.

I have a very bad feeling that the issue is caused by the number of friends I have. Last time I checked, I had +1800 friends (373 pages in the friend menu) – and if the game loads Facebook data (avatars) on each of those friends every time the game loads, I think this could be causing the loading issue.

I have tried various ways to fix the issue:
– switching networks (wifi/4g)
– force quit and restart
– clear data + cache
– uninstalling/installing the game
None of the above seems to fix the issue.

I’m running MSM version 1.2.7 installed from Google Play (latest install on April 30) on a Samsung Galaxy S4 running Android 4.4.2 (not rooted, not operator blocked). (WiFi speed ~15 mbit/s, 4G speed ~90 mbit/s)

I really hope there is a way to fix this – I LOVE MSM and would hate to see it go.

Stupid question: Would it be possible to get an “old” .apk from you (prior to the Friend update) to check if that fixes the issue?

Removing the avatars from Facebook could be another great idea – or making it optional for people to turn on/off πŸ˜‰

I’m really looking forward to hearing from you – and also to be able to play MSM again.

The answer received was just a copy-paste from their FAQ. The supporter didn’t even care to read my e-mail:

Good day,

I am sorry to hear that! It’s possible that your device might be holding onto some bad data. Would you mind deleting and reinstalling the app on your device and seeing if that helps? Do not worry about losing your progress – your account information is stored on our servers and not remotely on your device. When you reopen the app, you will be automatically logged in via the anonymous method. If this is not your existing login method, simply tap Log Out from the Options Menu, tap Change User, and then log in via the method and ID of your existing account.


M**** (Edit: name removed by me)
Support, Big Blue Bubble Inc.

My reply to that mail:

Hi M****,

It seems like you didn’t read the entire message I sent you πŸ™‚

I have already performed the “clear cache, delete data, uninstall, install”-trick earlier today. I’m one of those “fools” that actually go through the FAQ section before contacting support πŸ˜‰ I’ve just done it all over again – and the problem is still here.

Could you please comment on the rest of the stuff I wrote you? πŸ™‚

Thank you for your quick reply to my first message!


PS. I launched the MSM app before I started writing this email – and it’s still stuck at “downloading game data” πŸ™ (Edit: that was +20 minutes! – game never loaded)

Since that, I haven’t heard anything from Big Blue Bubble… πŸ™