Duskwood Support & FAQ

A collection of common questions & issues and how to solve them. 🙂👍

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After the episode 8 update I'm not able to log into my Google Play Games progress anymore.

Please download the latest version of the app from the Google Play Store and check if this makes any difference.
If that doesn’t help and you’ve connected your progress via the “save / load” feature in the past, please check whether reinstalling the app solves the problem.

I get ERROR: CLOUD_OPEN (InternalError) when trying to start Duskwood.

Please follow this guide to clear cache & data of Google Play Store, Google Play Service and Google Play Games.

 

Important: If you’re unable to find the Google Play Services App (for example on Xiaomi Phones) please do the following:
Go to Settings > Apps > Manage Apps > click the upper right menu (three dots) > Show all Apps.

It might also be named like this Settings > Apps & Notifications > See all apps.

 

1) First close Duskwood and all other open applications.

2) Google Play Service

  1. From your home screen navigate to Settings > Applications (Apps).
    1. If unavailable, navigate to Settings > Applications > Application Manager
  2. Tap Google Play Service
  3. Tap Clear Cache then tap Clear Data
    1. If Clear Data is unavailable press Storage/Manage Storage then press Clear all Data

 

3) Google Play Store 

  1. From your home screen navigate to Settings > Applications (Apps).
    1. If unavailable, navigate to Settings > Applications > Application Manager
  2. Tap Google Play Store
  3. Tap Clear Cache then tap Clear Data

 

4) Google Play Games

  1. From your home screen navigate to Settings > Applications (Apps).
    1. If unavailable, navigate to Settings > Applications > Application Manager
  2. Tap  Google Play Games
  3. Tap Clear Cache then tap Clear Data

 

5) Open Duskwood

 

 

 

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When can i expect the next episode?

We know you’re curious to find out how the story continues, but the development process needs time. We want to make sure Duskwood stays as diverse and thrilling as always. Right now, the whole team is working on the new episode and we’re making good progress! We’re glad you enjoy the game and we’re happy you’re with us on this journey 😍

Follow us on Facebook, Twitter and Instagram or visit our Next-Episode-Tracker-Website to not miss any news.

We also have an email-newsletter. Simply subscribe to get notified when a new episode is available!

I can't download the next episode.

In case your download does not start, please try these solutions. Usually one will solve the problem 🙂👍

  1. Empty Space

Please check if you have at least 350 mb of empty space left on your internal hard drive of your phone

 

  1. Permissions

The download requires permissions in order to be able to write the data on the phone. 

To check app permissions:

  1. On your Android device, open the Settings app .
  2. Tap Apps
  3. Tap on Duskwood
  4. Tap Permissions. If a permission is turned off, the switch next to it will be gray. 
  5. Please manually turn on the permissions and try again

 

  1. Data-Saver 

Please try to deactivate “Data Saver” or connect to a home wifi network.

Open your phone’s Settings app. Tap Network & internet  > Data Saver. Turn Data Saver off 

 

  1. WLAN / Mobile Data

Please try to change your internet connection from Wireless to Mobile Data or vice versa and see if this makes any difference.

 

  1. Fresh Installation
  1. Start Duskwood
  2. Below the “Play” Button there is a “Load / Save” button. Press the Button and connect your account with Google Play Games. If this button is not there, your account is already connected 👍
  3. Once your account is connected uninstall duskwood and reinstall it from the google play store.
  4. Press the “Load / Save” button again to recover your progress
My game doesn’t continue. What do i have to do?

There is a small red dot that indicates what you have to do next. Usually it will lead you to either the chat overview or the minigames. 

If none of your friends are messaging or your hearts do not refill you possibly changed the time or date on your device. In this case you have to wait until you reach the date & time you’ve set. 

⚠️Be aware that this can cause severe damage to your savegame including a complete loss of your progress.

If none of the above applies, please do the following:

  1. Open Duskwood
  2. Go to the “phone tab” in the game and call this number #01
  3. Send us a screenshot of that window as well as a short written description of your problem to support@everbytestudio.com 

// SAVEGAME & PROGRESS

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Is there a way to recover my progress? How can i protect my savegame?

There are several things that can cause loss of data for example uninstalling the game or using external software that erases unused data to free up more space. This sometimes accidently removes savegames as well.

In order to prevent loosing your progress, please use the “Load / Save” feature below the “Play” button on the start screen of the application. This will  link your progress with your google / apple account. Once activated your progress will automatically be saved online and can be recovered via the same button. 🙂

Unfortunately, if you did not make use of this feature in the past, there is no way to restore previous data, since it only locally existed on your device. We highly reccomend to enable the feature on the start screen of the game to prevent future loss.

Purchases:
The multimedia pack purchase is linked to your google / apple account and should be restored automatically.
If the pack does not recover automatically, please delete the cache and data of the google play store app and then restart your device. The next time you open Duskwood, your multimedia pack should be active. 🙂👍

Please make sure to always use the same google / apple account for all this to work.

How can i reset my progress? Will i keep my purchases?

You can reset your progress in the “profile-tab” in the game. Your multimedia pack will always remain active as long as you’re using the same Google / Apple account.

I have a new phone. How can i keep my progress?

⚠️ Important: If you haven’t connected your progress with your Google / Apple account on your old phone you need to perform this step before doing everything else. In order to connect your account press the “save/load” button after starting the game on your old phone. 

Next open Duskwood your new device and press the same button in order to download your progress. Please be aware that you need to use the same (Google/Apple-)Account on both devices in order to use this feature.

Unfortunately it is not possible to transfer progress or purchases between Android & iOS. Both platforms are competitors and do not allow to share sensible information like payment details.

(Android) I'm getting errors from Google Play Games when loading my savegame.

Please open the Google Play Games Application and check if there are any configuration steps required. Then launch Duskwood – the error message should now be gone.

Please keep in mind that you always have to use the same google account in order to use this feature.

(iOS) I'm not getting my progress from iCloud.

Please make sure you not only have iCloud enabled but also iCloud Drive is activated.

// PAYMENT

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My purchases do not restore after a new installation.

Please make sure you’re using the same Google Account you used when purchasing.

Now delete the cache and data of the google play store app and then restart your device. The next time you open Duskwood, your multimedia pack should be restored.

I made a purchase but didn't receive the item.

In 99% of all cases this happens because Google / Apple canceled or declined your purchase for some reason. Good news is that they will automatically refund your money. Generally speaking you can simply try to purchase the item again. If you’re in doubt you can always check your Google Payment History. Only successful transactions will be listed there.

If for some reason the purchase is listed in your Google Payment History but you didn’t receive the goods, please tap on the purchase and look for the GPA number (GPA.XXXX-XXXX-XXXX-XXXXX) and send us an email including the GPA Number to support@everbytestudio.com – we will look into your case! 🙂👍

If your problem is not listed above please send us an email including a description of your problem to support@everbytestudio.com