Android - Troubleshooting

[Update 22/12/2010] Reference to aLogCat in crash problems.

[Update 28/12/2010] Installation solution provided by Filippo.
[Update 09/01/2011] Installation solution provided by Rowland.

Pinball Ride for Android has been released 3 weeks ago. While most players report that the game works well on their device, we got reported a few problems. Most are not related to the game, but to the Android Market.

First: Check Device Compatibility List

Here are the issues we try to address:

1. The game does not download.
2. The game does not install.
3. The game says that the license is not valid and quits.
4. The game loads then exits.
5. The game displays a white screen.
6. I cannot edit my Profile name.

Issue: The game does not download.
Symptoms: The game does not get to the end of the download and you try multiple times.
Solutions:

• Try downloading from WIFI network instead of 3G.
• Check that your Google Checkout credit card transaction went fine. We don't know why, but when a Google Checkout transaction fails, the download stalls. If the transaction failed please cancel your order (you can do it from the transaction email) and try again later.
• Try clear Android Market Cache. Follow these instructions.
• If none works, please send us your 16-digits purchase number (in your Google Checkout email).

Issue: The game does not install.

Symptoms: Displays messages "installation failed", "package signature incorrect" or "installation error unknown reason-18". On Android 2.2, big apps cannot be installed on the SD Card. Apps moved to SD Card show similar issues when there's an update.
Solutions:

• Connect your device via USB with a PC and delete file: smdl2tmp1.asec from the SD Card. On devices producing error -18, you may not have the file on your card, but the app would still not install on the SD card. You need to unmount or remove the SD card before installing the game. If you can't get the game from the market again, contact support.android@massivefinger.com and we'll send you a url to download a copy.
• Check that you have at least 40MB available on the system. Pinball Ride does not need the space, and can be installed on a SD card, but it seems that the installer needs space to install Pinball Ride. Please free space and try again.
• Check that you don't have a "backup" version installed. If you have, remove it before installing the Android Market version.
• Try clear Android Market Cache. Follow these instructions.

Issue: The game says that the license is not valid and quits.
Symptoms: You have the game installed, you start the game and it displays a dialog at the end of the loading and forces you to quit the app.
Solutions:

• Check that you are connected to the internet before running the app. License is cached  but after a few days the game need to reconnect to the licensing server.
• Check that the Google Account you used to download the App is still sync with the device.

We are working with Google Android Market support to get more information about these issues.

Issue: The game displays a white screen.
Symptoms: As far as we know, your device  does not support Hardware Accelerated Open GL.

Solution:

• Check that your device supports Accelerate OpenGL:
• Install glInfo from the Market: market://search?q=pname:org.glscene.apps.glinfo (on your device).
• If the OpenGL Renderer is named Android PixelFlinger 1.x, you are running a software renderer.
• If not please email us your glInfo and we'll see if we can fix it.
• Send us a e-mail so that we can refund you: support.android@massivefinger.com

Issue: The game loads then exits.
Symptoms: You don't have enough free space. The game needs between 5 to 15MB to unpack data.
Solution:

• Check that you have at least 15MB of free space.
• Exit a few Apps, and restart the game.
• If it still happens please send us the log. See instructions.

Issue: I cannot edit my Profile name.
Symptoms: The keyboard does not appear when I press Edit on the profile page.
Solution:

• Tap again the text field (The white square that appeared) it should make the keyboard appear.

We are always happy to hear about your solved problem too :). Don't hesitate to send us an email just to tell us how you solved the problem so that we can share it with everybody: support.android@massivefinger.com 

The Pinball Ride "Support" Team,