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View Full Version : Black screen at launch only with sound (Galasy Tab S SM-T800 on Lollipop 5.0.2)



dinendal_
07-11-2015, 09:00 PM
Hi,

First of all, sorry for my bad english.

I've just bought the android version of HOMM III HD via Play and i can't launch the game. Only a blacj screen is shown with the sound but it is difficult to play the game like this ...
I tried to reinstall it but nothing more happened.

After a quick search on the web, i'm surprised to see that this problem exist now for month and no replies are done to customers. By the way, it seems to only happenend on Android device with Lollipop 5.0.2 and Samsung tablet like the one i have : Galaxy Tab S (SM-T800) :eek:

Some guys succeed to play with it on the same device but since system update to Lollipop obtains a black screen.

I've also seen this a lot of times :

If you are experiencing a crash or blackscreen issue, please ensure you have submitted a question through the support site here: https://support.ubi.com

I tried to post a question 2 times via the link proposed without obtaining any support.


You could also try following the basic Android troubleshooting steps here.

I follow all the instructions a lot of time without being able to play.


Oh and for your information, Google extended the refund window to up to two hours after purchasing.

Because i followed the troubleshooting steps, now i can't have a refund from Google (and it seems to be very difficult to obtains it because this is not Google's fault). :mad:


For information, Beamdog had similar problems with Baldur's Gate, Baldur's gate II and Icewind Dale portages and solutions have been submitted to the customers rapidly with :

a beta version on a thread : http://forums.beamdog.com/discussion/40761/12311-bgii-ee-should-not-show-a-blank-screen-on-android-devices
a sort of explanation :

From what I understand (and I'm not a programmer, so take this with a grain of salt), the lollipop update added something that changed the way the tablet's graphics are handled--I want to say it upgraded the OpenGL version, but, again, I'm not a programmer.

The way that Android works is the application sends a version of the game specific to the device's hardware/software specs. The Samsung Tab S's hardware needs a specific version of the game, but lollipop sends a different request--so the application that gets installed is the version requested based on software but not hardware.

So in one sense it's Samsung's "fault", in that they changed the software in a way that changed its specs in a way that the application wasn't expecting. It's not something Samsung can fix, though, because it's intrinsic to how lollipop works. So it's Beamdog's responsibility to fix it (which is why that's exactly what we're doing now).

a community created only to help customers (no buggy support here) : https://plus.google.com/u/0/communities/117936851041141665592


So, i try to have an answer by posting this on the official forum and start waiting for a response in few days :rolleyes:

By advance, thanks for your advices or answers that allow me to have my money back or this game working !

...

Ubi-MoshiMoshi
07-12-2015, 10:51 AM
Hi dinendal_ and welcome to the forums,

Please could you provide your ticket number so I can investigate this for you.

You can find this here https://support.ubi.com/en-US/myquestionhistory

Thanks

dinendal_
07-12-2015, 04:13 PM
Hi dinendal_ and welcome to the forums,

Please could you provide your ticket number so I can investigate this for you.

You can find this here https://support.ubi.com/en-US/myquestionhistory

Thanks

Hi,
As i said, i tried 2 times to ask a question but after each successful validation there was no reference or ticket opened.
i try a third time today but it is the same result = no ticket so no reference to send ...

Do i try another time ?
Is there a way to have a ticket opened easily?

Thanks by advance.

Ubi-MoshiMoshi
07-12-2015, 04:19 PM
When you submit a ticket it will provide FAQs which are similar to your query. To submit a ticket please click through these.

If you find you still have an issue, please let us know.

dinendal_
07-12-2015, 04:25 PM
Hi,
As i said, i tried 2 times to ask a question but after each successful validation there was no reference or ticket opened.
i try a third time today but it is the same result = no ticket so no reference to send ...

Do i try another time ?
Is there a way to have a ticket opened easily?

Thanks by advance.

I tried with different browsers on different platforms (Windows, Ubuntu, ...) but not from a smartphone and it Works !

I give you the reference needed :02278928
https://support.ubi.com/en-US/myquestionhistory.aspx?ticketid=5003000000a5akbAAA

Thanks for your help ...

grimpy0
09-23-2015, 04:49 PM
I have this very same issue with SM-T800 after lollipop update. It's so sad that I will be unable to play it on my tablet anymore.