How to: Submit your Java Error Logs

Java Error Logs can be used to identify potential issues that may cause your game to work incorrectly. By providing this information to our team, you can help us determine potential sources causing the disruption to your game play.

These Logs are most easily viewed in the Firefox or Chrome browsers; however, instructions on finding this information using Internet Explorer 9 (or later) is included in the instructions below.


Accessing Error Logs in Firefox

To access the error logs using Firefox, press the Control + Shift + J keys simultaneously during the part of the game in which you are experiencing the issue that you are reporting.
 

When you press those keys, the Error Console opens.  If the error tab is not already selected, click the Errors button at the top.  This section displays any active error code(s) that are being experienced during that portion of the game.  

Please take a screenshot or a screenvideo of the entire page of error codes.  Do not copy and past the error codes, but rather send in a screenshot or screen video of the whole page so that we can review the error codes as they are displayed. Instructions on how to take a screenvideo or screenshot have been provided below.


How to:  Submit a Screenshot Video to Customer Support
Screenshot Video

All Games:  How to take a screenshot
Screenshot




Accessing Error Logs in Chrome

To access the error logs using Chrome, press the Control + Shift + J keys simultaneously during the part of the game in which you are experiencing the issue that you are reporting.
 

The first time that you access the Java Console in the Chrome browser, it will default to the Elements tab.  Click the Console button on the right side of the console browser.
 

After clicking the Console button, the Console disaply opens.  Make sure the Errors tab is selected and take a screenvideo or a screenshot of all of the error codes.  The instructions for either of those steps are included in this article above. It is very important to send a screenvideo or screenshot of all of the error codes rather than copying and pasting them into your reply so that we are able to view them as they are displayed.
 

NOTE: The Chrome browser will also display extraneous errors and flag them as unsafe.  This is a result of how the browser is reading these codes. They will not result in your game functioning improperly, nor do they signal safety or security issues.


Accessing Error Logs in Internet Explorer 9 (or later versions)

To access the error logs using the Internet Explorer browser, please press the F12 key during the part of the game in which you are experiencing the issue that you are reporting.  
 

When the Java Error Console is opened in Internet Explorer 9 (or later) you will need to click the 'Script' button.
 

On the next screen, click the Console button which will open the Error Logs.  Please take a screenvideo or a screenshot of this information using the instructions in the articles that have been linked above.  This will enable us to review the information to determine potential sources causing the disruption to your game play.  Please note that you will need to submit an entire screenvideo or screenshot of this information so that we can review it as it has been displayed.
 

Unable to plant Coin Crops in some Greenhouses

Our dev's are aware of this and actively working on the problem and should have the issue resolved soon.

 

If you do not require a response from Customer Support, we recommend you click on ""Vote to Fix"" as an alternative to contacting us. 

 

How does vote to click work? By clicking on ""Vote to Fix"", this tracks the number of customers that have been affected by the particular issue. 

 

Daily and weekly reports are sent to the Game studio with the number of the players that clicked on the button, specific to the issue listed above. 

 

Thank you, 

 

Zynga Customer Support - Connecting the World through Games!

Contacting Zynga Support Plus How to Write an Effective Support Request!

Hi Players!

Zynga Support offers a variety of content and contact channels to help resolve your game issue.

We have arranged our articles by game, and each game has up-to-date articles on current and known issues, how to guides for features and quests, as well as general information for problems such as loading and purchase questions.

Select your game from the left column and review the articles presented. If you need more info than what is presented, type your request in the search box to see if we have information that addresses your inquiry. 

If you do not find what you are looking for, sign in to determine what support options are currently available to you by clicking the Need More Help widget to the right of this article. Based on incoming volumes, support options may include chat, email, or help from other players in our Forums.

You can also find us on Twitter (@ZyngaSupport) and Facebook (ZyngaSupport)!

Tips for Writing an Effective Email Support Request

In the body of your email support request, please include one or more of the following elements to help us serve you best:

Details — Quest name, Feature, Task number of the quest  having trouble with. The more detailed info the better. How long have they been in session (in Game)
 
Loading — When was the last time you were able to load the game? Have you tried Chrome and playing on zynga.com?

Out Of Sync — What were the last 10 actions taken or actions taken in the last 2 minutes?
 
Items that Drop (coins, xp), aka Doobers — Doobers are the little fun things that drop after performing a task, such as harvesting crops or collecting rent. Are expected items not dropping? Which quest is active?
 
Requests — Feature name, quest name or location of the Request. How many requests have you sent out today? (You may have already reached your request limit!)

Neighbor Tasks not tracking — How many neighbors did you visit? Are you using any Boosts? Is the problem with a quest task? Are you posting a feed after neighbor tends are completed?
 
Feeds — Feature name, quest name or location of the Feed, How many Feeds have you posted today? (maybe feed limit has been reached)
 
Invisible items — How long ago was the items placed? When did it disappear? Did you recently start a new quest?
 
Quests: Rollback, Tasks not tracking, Not getting credit — Did you harvest crops in the Greenhouse? Use the Harvester, Feeder, Baby Bunyan, using a Saloon drink (Quick Draw Quaff, Ragin Buffalo, Green Lightning, Loyal Pioneer)? Perform the action on a neighbors Homestead? Use Fast Hands or Boosts?
 
Daily Bonus not tracking — Did you use Red Eye? Is the Building stored?

How to deactivate the "Security Check" when posting a request

Greetings Commander,

It may happen that you get a security popup window every time you want to 
publish a feed or send a request.

This popup will look like this one:



I asks you to enter a "Captcha".

You can deactivate it when you enter your Facebook "Account Settings":

- On the left side chose "Security"

- You will now see a list of the various settings

- Deactivate "Secure Browsing" and "Login Notifications"

Posting Feeds - Can't Post: Alert 3/28/12

There is an early indication that this issue is affecting players who play Zynga Games on Microsoft Internet Explorer. If you are experiencing this issue, please try playing on a different browser such as Google Chrome or Mozilla Firefox.

If you do not require a response from Customer Support, we recommend you click on "Vote to Fix" as an alternative to contacting us.

How does vote to click work? By clicking on "Vote to Fix", this tracks the number of customers that have been affected by the particular issue. Daily and weekly reports are sent to the Game studio with the number of the players that clicked on the button, specific to the issue listed above.

We appreciate your patience as we work to resolve this issue.

Thank you, 

Zynga Customer Support - Connecting the World through Games!

Posting News Feeds, Posting Quest Bugs & Publish Errors - UPDATED

As we are still working with our partners to fully resolve your “Posting and News Feed” issues, collectively we recently added improvements to the “Friend Activity” section of the Apps & Games Dashboard we would like to share with you.

Please click here to view the feeds you may have missed and be sure to review the "edit options" section. Then, under the "Hide Post From" section verify you are not blocking any post from friends and or apps you are playing.

Additionally, we recommend that you verify that your view settings are set properly.

Facebook Settings: Viewing Game Request on Facebook

Still Experiencing Posting Issues?  Report via "Vote to Click". 

How does vote to click work? By clicking on "Vote to Fix", this tracks the number of customers that have been affected by the particular issue. Daily and weekly reports are sent to the Game studio with the number of the players that clicked on the button, specific to the issue. If you do not need an answer from Customer Support, we recommend you click on "Vote to Fix" as an alternative to contacting us.

Posting Bug: News Feed Publishing - Can't Share
Posting Bug - Quest Related
Posting Bug - Publish Error

Again, we apologize for any inconvenience you may be experiencing when it comes to posting your news feeds, posting for your quest, or receiving publish errors when attempting to post to your friends feeds. We understand this is a core part of your game play and are actively working towards a resolution for the players effected.

Thank you,

Zynga Customer Support - Connecting the World through Games!

iOS Troubleshooting FAQ

Many issues (i.e. Loading, Sync-ing of Game, Missing Features) can be resolved by the following ways:

1. Restart your App. 

iOS Device:

1. Restart and Force-close your app by double tapping the "Home" button on your iOS device 
2. The Multi-tasking bar should appear on the bottom of the screen
3. Hold down the game app in the multi-tasking bar until the app starts to shake
4. When the game app starts to shake, tap the "-" in the top left hand corner to force close the app
5. Go back to your iOS Springboard and reload your app

2. Update Game. Make sure you have the latest version of your app.  Go to iTunes Store to update your app.

3. Uninstall/Reinstall the App.  Please know that re-installation of the game will not lose any of your account/progress.

iOS Device:

1. Hold any icon on your device until all of them start to shake; you will see an "x" next to each app that you can delete.
2. Touch the "x" of the app you want to delete. You may have to confirm the deletion and/or rate the app.
3. Re-download the app from your iTunes
4. Open the App

I hope you find this information helpful and are able to get back to playing Zynga Mobile games!

Account Security Home

Our Mission:

Zynga wants you to enjoy playing social games wherever you are, whenever you want. One of our top priorities is to ensure your security while playing; keeping your account safe and secure is an important goal for us.

The articles and links contained here are meant to provide you with the knowledge and tools necessary to maintain your account's safety, and to act as a resource in the event that someone manages to steal account information from you. 
 

Security information everyone should know:

*Zynga Security YouTube Video

*Keeping Your Computer Safe and Your Accounts Secure

*What is Phishing?

*What are Hacks, Bots, and Cheats?
 

Examples of phishing, scams, and other things that can steal your chips:

*Request Feeds

 

Help!?! I think I have been hacked!:

*Securing Your Facebook Account

 

All Games: Troubleshooting Loading or Connection Issues

We monitor our game performance very closely and make every effort to let you know in advance when your connectivity may be hampered due to issues on our end. Remember that any time you experience a loading issue, a good rule of thumb is to try refreshing the page once or twice. If refreshing does not result in your game loading properly, try the following troubleshooting measures.
 

Use Google Chrome or Mozilla Firefox as your default browser

We suggest that you use Google Chrome or Mozilla Firefox for the best game play experience. We also recommend that you always make sure that you are using the latest version of your browser. These are the last versions of the different browsers that support Zynga games:

* Google Chrome
* Mozilla Firefox

Having your browser updated can help improve your gameplay experience. To check which browser version you are using, go to the Help menu of your browser window and select About. To upgrade to the latest version, click any of the links above.

There are several documented issues surrounding Internet Explorer (IE) and Flash content. We do not recommend IE as your browser.

Troubleshooting Your Browser Performance
    
1. Clear your cache. You do not need to clear your cookies or history. Click here for instructions.
2. Verify that JavaScript is enabled. Click here for instructions.
3. Close your other internet applications, especially any file-sharing applications or concurrent streaming video.
4. Use a plug-in (Ethernet) network connection rather than wireless. 
5. Disable pop-up or ad blocking software. These software types actively monitor JavaScript and have been found to have a negative performance impact on our games, which rely upon JavaScript.

TIP: Rather than fully disabling the software, you can create an exception for the social networking platform on which you play our games. Please refer to your software's documentation or help information for instructions.

Troubleshooting Flash Performance

1. Click here to download the latest Flash player if you do not currently have it.
2. Reboot your system.
3. Adjust your Flash settings to give Flash permission to store information on your computer. Instructions on how to accomplish this can be found here.
4. Uninstall and re-install Java. Click here for instructions.

NOTE: When you are having difficulty loading CityVille, please be sure to try refreshing the page. This may or may not work.

Contacting Support for Purchasing Issues

If, for any reason your need to contact our Billing Department,  do one of the following:

* Email or Chat with us: Use Facebook Connect to identify yourself on our Support site and then select either the Email or Chat option from the right side of the page.

* Call: Zynga's billing support hotline is available 24 hours a day, 7 days a week (including holidays) for billing-related issues only. Our hotline can be reached at 1-800-762-2530.

For billing issues, you will be asked to provide your Social Network User ID and your full name as it appears on your credit card, the amount purchased, and date of transaction.

Our billing team will not be able to assist with any game play issues that are not related to purchases.

New Zynga Custumer Support Link

http://support.zynga.com/CP_ContactUsLogin_WebFull?gameId=43&layout=WebFull&layouttmpl=Tmpl_WebFull_1&loc=en_US