Since 9.4 released, some iOS players are reporting that they cannot launch into Gems of War.
Currently, this can be temporarily resolved by reinstalling or completely force closing Gems of War on your device and relaunching
We are currently actively investigating why this is occurring, and continues to occur after repeatedly after reinstalling.
At the moment there is no need to contact support to report this issue, but please reach out if you need any assistance recovering your account after reinstalling.
Why is this taking so long to resolve?
This issue is not one that we can manually trigger, in an attempt to reproduce the issue, to then pinpoint the cause.
It is also made more difficult because we don't have the issue on our own personal iOS devices and Gems of War accounts. It’s just happening to some people and not others for reasons we cannot see currently.
Additionally, there is nothing so far that is consistent about the device or account it is affecting.
- Various iOS products (brand new and old)
- Devices running iOS 26 and 27 (the latest)
- Various Gems of War account hero levels, age, progress and VIP levels
We are looking into if there are any other data logs that could be useful, which has also involved our team through the Apple developer portal.
Lastly, we have also updated data and error logging on our side, to try see if anything else is coming up.
Especially as the logs players can generate on their devices only log if an app has crashed. It does not generate any logs when an app loads infinitely and then requires the user to close the app.
Due to these reasons, it has taken longer than normal to resolve this high priority issue. We appreciate your patience while we go through all possible options, and understanding that this is not a simple issue to resolve.