Error & Bug FAQS

I thought players may find some FAQS regarding errors and bugs helpful, just in case you experience or are experiencing any of these issues, as you don’t want to lose access – especially today!


How do I force close my app?
Force closing allows the app to refresh and may alleviate minor game play issues and loading issues. Our support team may also request that you Force Close to enable your device to recognize game fixes or account specific actions performed.

To “Force Close” any app on an iOS device:

    From the Home screen, tap the Home button twice.
    Swipe up on the Family Guy tab

To “Force Close” any app on an Android device:

    Open the Main Menu of your device
    Select Settings
    Select Apps or Manage Applications
    Select the app in the list of applications
    Select the Force Close button

I’m getting an error that reads “Called Config PlayerisLoaded” what do I do?
This is usually easily fixable by resetting your password. Ensure the new password has no upper case letters in it and the error should resolve. If you have tried this and are still getting the same error message reach out to support and we will take a closer look!

I’m encountering an “SDK error,” what do I do?
This error can be caused by a few different things.

If you are trying to log into an existing Facebook account at the Ollieverse screen you can get this error. Go to Menu > Account info > “sign in as someone else” or “sign an as existing account” (the button can read as either of these depending on whether or not you’re logged into another account) and log into Facebook through that screen.

If you are encountering this error when logging in from a different menu it might be due to Facebook permissions. Go to your device’s Settings > Facebook and under the panel “allow these apps to use your account”, make sure the tab next to Family Guy is set to on. If it is already on try toggling it off and on again and then try logging into Facebook.

If you are still encountering this error after trying all of the above, go to your device’s  Settings > Facebook and delete any account info saved there and try logging in again. This will not affect your Facebook account. 

If you still get this error after trying these fixes please reach out to support with a screenshot of the error message and a detailed description.

My app is crashing on the loading screen and reinstalling did not help.
If you are crashing on the loading screen and reinstalling the app did not resolve this issue then there may be a bug with your game’s localization settings.

This can be worked around for the time being by going to your device settings > General > international > Region Format and changing your country to the US. This issue will be fixed in the next update but for now this should allow you to access your game again.

My game keeps crashing when I visit the Ollieverse! Help!
This is usually caused by not enough available RAM on your device. This can be remedied by closing out all other apps and restarting your device before trying to visit Ollieland again. If after following these steps the issue persists please reach out to support with your user id and a description of when the crash occurs.

My game is crashing on the loading and/or blue logo screen! Help!
We have identified an issue some players are experiencing where the game crashes without giving any error messages on the loading screen or the blue Fox and TinyCo logo screen. This can be caused by not enough available RAM on your device. Try closing out all other applications and restarting your device before opening the app again.

If this does not work reinstalling Family Guy: The Quest for Stuff on your device will generally resolve the issue and we recommend you do so if you have created an account.

If you have not created an account and cannot get back into your game to do so, please download Spellstorm, another game by TinyCo, and send us the user id located at the top of the help menu in that game. Once you’ve sent us that number do not attempt a reinstall until you hear back from us so we can ensure your game is not lost.

If after reinstalling the issue persists please reach out to support with your device type and the version of the OS it’s running and we will look into it further.

Why did my game reset?
If your game reset then you were somehow logged out of your account or signed into a Facebook, Google Plus or email account that had no game associated with it and a new one was started.

You can still access your original game by following these steps (they differ depending on what your game was linked to):

For Facebook accounts:

1. If you are on iOS Go to your device settings > Facebook and input the credentials of the account you’re trying to switch to (Android users can skip this step). If another account is already saved there delete the info. This will not affect your Facebook account.

2. Return to the game and tap the “Log out of Facebook” button in the account info menu.

3. Tap “Sign In As Someone Else” at the bottom of the account info menu.

4. Tap “Connect with Facebook” in the sign into existing account menu.

5. A popup will appear warning you that continuing will replace your current game. This will NOT delete your game. It will only close the current game and load the one you are trying to switch to. Tap the “replace account” button and the other game will load. If the pop up says no game exists attached to this account and that your current game will be erased do NOT proceed. Contact support.

6. To access your original game repeat these steps.

For Google Plus accounts:

1. Tap the “Log out of Google” button in the account info menu.

2. Tap “Sign In As Someone Else” at the bottom of the account info menu.

3. Tap “Sign In with Google”.

4. Choose the account you wish to sign into in the window that is opened. If you do not see it, add an account through the “add account” button.

5.  A popup will appear warning you that continuing will replace your current game. This will NOT delete your game. It will only close the current game and load the one you are trying to switch to. Tap the “replace account” button and the other game will load.  If the pop up says no game exists attached to this account and that your current game will be erased do NOT proceed. Contact support.

6. To log back into your original game repeat these steps.

For email accounts:

1. Go to Menu > Account info

2. Tap “sign in as someone else” or “sign in as existing account” at the bottom of the menu.

3. Tap the light blue “sign in with username” button.

4. Enter the email you linked the game with along with the password you set up previously.

I’m experiencing a bug. What should I do?
Please contact us. Please do NOT uninstall your game without first setting up a password for your account. While in other TinyCo titles we suggest uninstalling and reinstalling as a way to quickly troubleshoot some issues, Family Guy requires a password to be set up for your account, otherwise progress will be lost.

When reporting a bug, please include as much information as possible, including:

    What you were doing in-game when the bug occurred
    What type of device you’re using
    Whether the bug happens repeatedly, or just once
    Whether you lost any clams or coins as a result

The more info you can send our way, the faster we can help.

What is the Assert Error crash, and how do I fix it?
The Assert Error is a result of downloading a bugged update to the game. This causes the game to crash upon completing the load screen. We have since resolved the issue, so no new players are being affected.

To stop the crashing on Android: please download 1.1.3, the newest version of Family Guy: The Quest for Stuff on Google Play. This should fix the problem without requiring a reinstall.

To stop the crashing on iOS: please uninstall and reinstall Family Guy: The Quest for Stuff from the Apple App Store. Reinstalling the game gives a full set of fresh files and completely fixes this particular loading issue. We are working on an update similar to that on the Google Play store, but in the meantime reinstalling is the best way to fix the problem.

IMPORTANT NOTE on reinstalling: Your game will be safely waiting for you when you reopen after reinstalling. If you had an account set up, such as by logging on with Facebook or using an email address, you may need to log back in.

If your game has been reset to level 1, complete the tutorial and select the menu option to sign into Facebook, Google+, or Username. This will restore your previous progress. If you need to reset your password, you can do this through the account menu as well.

How do I reset my password?
Forgot your password? Set up a new game on your device, then head to the Accounts tab under Settings. From there, tap “reset my password” and enter your email address in the next field.

This will send a password reset form to the email address you used to sign up. Check your email to proceed further.

There is a temporary issue that causes passwords with upper case letters to not work when reset, so make sure your new password is lower case letters only! This will be fixed in the next update.

Note: If the email address you signed up with is incorrect, we are unable to restore your account.

Known Bug: Game Crashes When Collecting From Friends

If you visit a friend who does *not* appear on the bottom bar – such as by tapping the “next” button several times – the game will crash when you collect the third item.

This can be avoided if you make sure the friend’s profile picture always appears in the bottom bar. Scroll to the left or right until you see the friend’s name who you’re currently visiting, then complete collections.

We’ll have a fix for this in the next update.

How to find your PlayerID
In some cases, TinyCo Support may need your PlayerID to locate your account. To find it:

1) Visit Menu, followed by Account Info
2) Write down the 32-digit code in the lower right screen

If you’ve set up an account using your email address or Facebook/Google+, you can send that info our way instead.

Alternatively, if you contact us using the in-game help screen, we’ll receive all of this info automatically.

I can’t see any of my friends!
You can only see your Facebook friends in-game if you have signed in with your Facebook account and your friends have done the same. Please keep in mind you cannot visit any Facebook friends who have not already installed the game.

If you’re still unable to visit any of your friends in-game, please first try restarting your device. If that doesn’t solve your issue, then please follow up with answers to the following questions:

    Are all of your friends missing or just some?
    When you click on the invite button in the bottom right of Ollie Land, are you seeing your Facebook friends?
    Did you try logging into a different account and back into your original through settings > account info?
    Have you changed your password recently?

Once you send this info our way, we should have a much better idea of how to solve your issue. Thanks!

My password isn’t working!
We found a temporary issue with password resets that cause passwords with upper case letters to become invalid.

Please try resetting your password using the in-game link, and when changing your password u se only lowercase letters or numbers.

Then try logging in once more. Let us know if it works!

Can’t set up Facebook account: “You have returned to the app without completing the log-in”
If you are having trouble connecting Facebook to your account, double check that you’ve enabled permissions under your phone’s settings.

The error message is either:
“You have returned to the app without completing the log-in.” or
“EGINE_LOGIN_ERROR_PERMISSIONS”

To fix it:
Go to iPhone Settings > Facebook

Under the panel “allow these apps to use your account”, make sure the tab next to Family Guy is set to on.

If it is already on, please turn it off and on again to re-trigger the permissions,

Then try logging in once more using Facebook.

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38 thoughts on “Error & Bug FAQS”

  1. So as far as the friends invite, im not seeing any of my Facebook friends or a sign into Facebook link. So what do I do?

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  2. I had to update for the Christmas update my phone IA on auto update and the game is still telling me to update can u please up me get back in

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  3. The game will not go past the loading bar and then just sits there frozen. I have been having this issue since last night. I have tried uninstalling and reinstalling with no luck.

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  4. After upgrading my phone from a Galaxy S5 to a Galaxy 6 edge+, I can’t finish the tutorial to log into my account. The screen is frozen. I have uninstalled and reinstalled even did a total reset on my phone.

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  5. I can’t get my game to load. I am continually getting an error that starts with configamazontips. It’s been like this for days! I can’t contact tiny because I cant get my player Id. Can someone please help me?

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  6. My game appears to be using different diaplay settings then my device. The left and bottom of the game is chopped off, like it thinks my screens bigger then it is, tried various display settings for the device and while they do effect it none fix it

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  7. Hi everyone am having a problem with loading my game, I’ve tried everything from Facebook login to uninstalling and reinstall, my achievements have been saved but my game won’t load, I keep getting this message up. Empty I’d in virtual T *Bpc:: configobjectfactory ::newobjectforld (counts string &) const [T=BPc::FGPI aceable]. What does this mean? Please help

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    1. How much space do you have on your device Abby? Have you tried deleting a program you don’t use anymore then trying the game again? Every event that happens in the game, takes up a little more space on your device

      RyPod

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      1. My iPad had 64g on it…. I’ve deleted games and such and still i get the message up, it started a few days ago I thought it was something to do with an update but all my updates are fine

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      2. My iPad had 64g on it…. I’ve deleted games and such and still i get the message up, it started a few days ago I thought it was something to do with an update but all my updates are fine

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    2. I have same error and have not got any help to fix it. I can’t play on my iOS devices or even on Facebook. It is going on two weeks now.

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  8. Hi!

    Since this thursday I can’t play via Facebook/PC. I tried to update browser’s plugins, browser (Mozilla), tried to play via Chorme, IE, but still shows the message:
    “Make an update: it seems that you are not running the latest version of the game. Upgrade to have really nice improvements.” I click the button “Update” and nothing happens.

    On the device (Android), I’ve updated the game and I’m playing as usual.

    I noticed that appears on the loading screen “d8418f9 +” but the device appears “ceeff75 +”. That may explain why I can no longer play through Facebook?

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  9. Asked if I want to update my game and when it was done my game link is gone… Can’t reinstall because it’s just asking me to ‘open’ game but it can’t cause the game isn’t there…. I’m playing on an iPhone 5… Help! I’ve tried turning off/on phone to see if it would reappear but it didn’t…

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      1. Ok, delete the game and download it again, you’ll have to do a couple of tasks (which take like 10 seconds) till you unlock Chris and then you’ll be able to log back in via your Facebook account and it should put you back to where you were after getting the S and M Cow

        RyPod

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      2. But how can I delete it? It’s not on my phone anywhere but I can’t reinstall cause it only says ‘open’ in both the iTunes Store and on Facebook… Where can I find it to delete it?

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      3. Hmm…that one I don’t know…I have a 5s and I’ve never had something disappear off my phone like the way you describe 😕 it might be something you have to contact Apple about

        RyPod

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  10. Is anyone else having problem with their sound? Most of my characters no longer have any sound when you tap them, some of the buildings too. I haven’t seen much about this issue, other than it’s an iOS problem. Is there any way to fix it?

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  11. I keep getting an error message ever since I downloaded the new update for Halloween. Every time I click on Peter to give me the ‘go to Halloween’ quest (the very first one) an error message comes up saying “could not find close button. ‘Button_close’.” Heeeeelp?!?

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  12. My game keeps crashing when I visit Ollieville and my friend’s world.
    This problem has been happening for the last few days. I’m sure I’ve tried what has been previously suggested but nothing seems to be working. Help!

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    1. This is a known glitch KW, you’ll notice that after you click on the characters to get the coins or clams, nothing might appear but wait for about 15 secs and go back to your Quahog, and your clams and coins would have gone up depending on what you got 🙂

      RyPod 🙂

      Like

  13. I’m not sure if you covered this already. I couldn’t find it if you have, I apologize if I didn’t look hard enough. Is there a known issue/bug when visiting Ollieland where the $/clams disappear/don’t show after tapping on a character with a check mark. Just curious. I have not yet filed a ticket withTinyco. Just wanted to see if there was a known fix that I can do before filing one.

    Thanks ahead of time for your reply.

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    1. Hi Chris, this is a known issue! TinyCo has said that if you collect from neighbours then force close your app, when you go back into your game – your totals should recalculate, have you tried this? They are working on a solution as well 🙂

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      1. Awesome thanks for the reply. I will try that and see if it works by paying attention to the total $ before I go visit.

        TTFN =)

        Like

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