Crash Troubleshooting FAQ

Crash Troubleshooting FAQ

If you are experiencing crashing issues in Middle-earth: Shadow of War - The Mobile Game, please try the steps below:
 
  1. First, you should check to see whether your mobile device and the game are up to date. Instructions for this on iOS and Android can be found below. Note that only the OS software released officially by your device manufacturer should be used to play this game. If you have installed custom operating system software/firmware on your device (often referred to as “jailbreaking” or “unlocking” your device) the game will most likely experience issues when you try to play it. If you are using software like this, we would recommend switching back to the operating system software officially released by your device manufacturer. Please contact them for instructions to do this if needed.
  2. Make sure you have only downloaded the game from an official storefront, such as the Google Play Store or the iOS App Store. If you download the game from any other location, there is a high chance that you will be downloading a version of the game that is not intended for your device, and will not work correctly. Likewise, we would advise you not to use any third party apps which show App Store/Google Play Store downloads for a different device than the one you are using.
  3. If you continue to experience crashes after updating your OS and game software, close any background processes on your device. Background processes will continue to use device memory and resources. You can close all background apps by rebooting the device or by pressing (typically) the home button on the device twice and swiping frames of open programs off-screen. If you try the swipe method, try also closing the game itself this way along with your other background processes before attempting to play. If you are using an Android device, the method you use to bring up a list of processes that you can close will vary based on the device and software you are using.
  4. Lastly, you can try reinstalling the game on your device if the steps above do not solve your crashing issue. Again, make sure you only download the game from an official storefront (Google Play Store or the iOS App Store), not any other resource online. Middle-earth: Shadow of War – The Mobile Game uses Facebook to back up your save game, so please make sure you have linked your Facebook account to your profile through the in-game Settings menu prior to reinstalling the game. For more information on how back up your save, please click here.
If these steps do not prevent the crashes, please contact Customer Support using the "Ask for Help" button above for direct assistance.

How do I update the game or my Operating System on iOS?

If you are experiencing difficulties playing or loading in to Middle-earth: Shadow of War – The Mobile Game, then it is worth checking to see whether an update is available for either your Operating System (OS) or the game itself.

Note that this article is for iOS devices. For assistance with these processes on an Android device please see the following section.

To check for an Operating System update on iOS follow the steps below. Note that these steps may be slightly different if you are using an older version of iOS:
 
1. From your Home page/App list select Settings
2. Select General from the list of Settings
3. Select Software Update to check for Operating System updates

After checking to make sure your OS is up to date, you should also make sure the game is up to date. To do this:
 
1. Select the App Store from your App list
2. Select "Updates" from the bottom right of the App Store
3. Any apps that have updates available will show here. If an update is available for any app on this list including Middle-earth: Shadow of War, select the "Update" button next to it.
4. You can drag down on your list of available updates to refresh this list. This may be required if the iOS app store is not showing you an update that you know should be available.

If you expected a game update to show here and it does not, the update may not be available for your device or region. Please check the game's website or social pages (Facebook and forums) for announcements regarding game updates.

How do I update the game or my Operating System on Android?

If you are experiencing difficulties playing or loading in to Middle-earth: Shadow of War – The Mobile Game, then it is worth checking to see whether an update is available for either your Operating System (OS) or the game itself.
Note that this article is for Android devices. For assistance with these processes on an iOS device please see the section above.

To check for an Operating System update on Android, follow the steps below. Note that these steps may be slightly different on your device, as different versions of the Android OS may have different menus.
 
1. Hold the top of your Home screen and drag your finger down. Select "Settings" from the menu that appears.
2. Select the last option under settings, "About Tablet".
3. This screen will show your current OS version. Select "System Update" from this screen if it is available to update your Operating System.

After checking to make sure your OS is up to date, you should also make sure the game is up to date. To do this:
 
1. Hold the top of your Home screen and drag your finger down. Notifications will be displayed here which may include notifications about App updates.
2. To manually check for an update, open the Play Store from the list of your Apps
3. Click the Menu button at the top left of the Play Store and select "My apps"
4. The list of apps with updates available will show here under the Updates section, and you can update from here if an update is available

If you expected a game update to show here and it does not, the update may not be available for your device or region. Please check the game's website or social pages (Facebook and forums) for announcements regarding game updates.
 
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Topic Information
  • Topic #: 24022-1619
  • Date Created: 09/22/2017
  • Last Modified Since: 04/13/2018
  • Viewed: 3636