Archive for Troubleshooting
Disclaimer: Beeline does not support any third party apps (such as Helium) for Android. Beeline also does not currently support any method of backing up Smurfs’ Village game data on Android, or transferring game data between Android devices.
Beeline Customer Support is unable to offer help or support with any issues that may arise from the use of third party apps on Android (such as Helium). By using unsupported third party apps, you acknowledge that you are doing so at your own risk.
mysmurfsvillage.com is happy to provide this article to help players on the Android OS, Version 4.0 or higher back up their data. It is important to note we provide this as a service; however, we make no guarantees implied or otherwise with regard to one’s data files. Players proceed at their own risk.
If your device runs Android 4.0 or higher, this process should work for you, NO ROOT REQUIRED.
This article covers specifically how to back up your data to your PC. Helium (free) allows the user to also backup to local SD card, and Helium Premium allows backup to the Cloud (Google Drive, Dropbox, etc.). Backing up to one’s PC or the Cloud are the preferred methods since there are sometimes issues that can occur with one’s SD card, and sometimes it can inadvertently be reformatted or accidentally erased. Read More→
It is really easy to update your iOS software, but to prevent data loss in case something goes wrong it is important to first create a backup of your data. Please read the article “Backing up the device via iTunes or iCloud” if you do not know how to do that.
With iOS 5.0 there are now two different ways to update a device, the usual way via iTunes and an “Over the Air” update that does not require you to connect your device to iTunes. If you have not yet at least iOS 5.0 the update can only be done via iTunes.
1. Update via iTunes
Before you do the update, back up your device, make sure to transfer your purchases and sync your device one last time.
And then click on your device in the sidebar and choose “Check for Update” (or “Update”) if iTunes already knows that there is a new update available”.
From there on you only have to follow the instructions from iTunes.
After the update has completed everything should be as it was before. If that is, due to some reason, not the case, just restore your device from the backup and everything will be fine. You can find out how to do that in the article: “Backing up the device via iTunes or iCloud”.
2. Over the Air update
With iOS 5.0 it is possible to update without having to plug in your device. Make sure you have a recent backup and that your device has at least 50% battery power left.
Then on your device, go to Settings andthere choose “General”, then “Software Update”.
Your device will check if there is a new update available. If that is the case, just follow the instructions.To do an over the air update the device has to be connected to the Internet via Wi-Fi.
1. Computer Backup
In case of theft or other troubles it is always a good idea to have a backup of your data. This goes for the iDevice as well. In the following we give you instructions on how to backup your iDevice either via iTunes or iCloud (iOS 5 required). The backup includes all of your data, not just the Smurf’s Village.
To setup iTunes to backup first plug your device into iTunes and choose it from the left sidebar:
Then in the main window, scroll down to the section “Backup” and choose the second option “Backup to this computer”.
Now every time you sync your device to iTunes it creates a backup that is saved on your computer.
2. Manually forced backup
You can also manually force iTunes to create a backup by doing a command/right mouse click on the iDevice from the sidebar, and then choose “Back Up”. It is advised to first transfer your purchases to your computer via the “Transfer Purchases from …” option so they get backed up as well.
3. Show Saved Backups
If you have iTunes set up to back up to your computer you might find yourself in a situation were you want to look at what backups were saved for which device. To do that, just go to Preferences and there choose “Devices”. It shows you your current backups.
4. Wireless iCloud Backup
If your device is running at least iOS 5.0 you can also backup all of your data to iCloud. For that you need a free iCloud Account set up on your device. Please read here on how to do that and what an iCloud Account is: http://www.apple.com/icloud/
An iCloud backup is created wirelessly and saved on Apple’s servers and hence lets you keep your backup even if something were to happen to your hard disk.
The backup is automatically created once per day when your device is connected to a power cable and has a Wi-Fi connection.
To set up a backup via iCloud, follow the same steps in iTunes for the computer backup, but then choose “Back up to iCloud”. This means that iTunes will not back up to your computer anymore unless you force the backup via the manual function.
5. Restore from a backup
If you ever find yourself in the situation were you have to restore your device from a backup, just plug in your device to iTunes and with a command/right mouse click on the device choose “Restore from Backup”. iTunes will then guide you through the necessary steps.
If you have your backup saved via iCloud, just reset your device, then log into your iCloud Account and it will restore everything automatically.
If it does not work and the game still won’t open there are a couple of things that might help. If the game does open but you are back to level 1 (or any other level below your current status) stop playing and see our “Recover Village” section.
1. Turn the device off and on again
The first thing that might help to get the game working again is doing a hardware power cycle of your device. Just click on the sleep button on your device (the little black button at the top right corner) until “slide to power off” appears on the screen. After turning it off, wait a minute or so and turn the device on again by pressing the home button. If everything has started again (that might take a moment) try opening the app again.
2. Log out of Facebook and/or Game Center
Sometimes Game Center or Facebook can cause crashes of the app (for example if you have added too many neighbours for the game to handle) and it might help to log out of those services. If you are using both, log out of both of them, if the game works after that you can log back into one of them to see which one caused the problem. It might also work with both Game Center and Facebook if you are always only signed in to one of those services at the same time.
To sign out of Facebook, open the Smurf’s Village App and on the main menu screen click “Options” then “Manage Friends”. Just click on “Change Account” and you will be logged out. When the Facebook Pop-Up appears, do not give your information again, just tap on the “x” in the top right corner. If it says “Log In Now” instead of “Change Account” you are already signed out.
To sign out of Game Center you have to open the Game Center App on your device first (for more information on the Game Center App and where to find it see our “Adding Neighbours” section), then at the bottom tap on “Me” and then on the banner with your account (it should say something like “Account: firstname.lastname@example.org”). After that a Pop-Up appears, click on the “Sign Out” button and then try opening the Smurf’s Village App again.
3. Play the Game without Internet Connection
If all of the methods stated above do not help, you can always try to play the game without any connection to the Internet. This is not a long-term solution but might help you to get your game to start so you can, for example, save your crops before they wither.
On an iPhone or iPad simply go into Settings and turn the Airplane Mode on. If the Airplane mode is not available (for example on some versions of the iPod Touch), just go to Settings -> Network -> Wi-Fi and turn that off.
4. Sync your device to iTunes
Another thing that can sometimes help is to sync your device to iTunes (iOS only). Just plug it into your computer and connect it to iTunes, then open iTunes and choose your device. At the bottom right corner is a “Sync” Button. After your device has finished synchronizing, disconnect it and try opening the game.