Need Help! - "The Save File is Corrupted"

babinro

Platform: Steam (PC) Windows 7 - 64bit.


I receive this error the moment I click 'FIGHT!' for the first time (on the character selection screen).

Clicking that button triggers the pop-up.

Closing the pop-up then brings me to the TU selection screen. If I fight the battle and gain the default 20 ISO for this completed node then those 20 ISO reflect as earned on my total as normal. However, once I close the game down and re-load it...I'll have lost ALL progress (ISO,HP, covers) gained since receiving this error.

I'm not on a new computer.
This is the same machine I've used to play the game for over a year now.

I had a similar problem last week and ultimately got compensated through customer service (very positive experience with them by the way, great job!). I've now seen this error pop-up twice more since then.

Last time I just kept rebooting the game and my computer and it fixed itself soon after. I only lost 50hp and a bit of ISO so I didn't bother submitting another ticket. I've tried going into Steam's local files and using the 'Verify Integrity of Game Cache' feature but this didn't help. I've also tried uninstalling the game from my steam library and reinstalling it.

Today...right now...it's been over an hour now and I'm still receiving this error. For now I've simply stopped playing (missing out on LR goodness). What can I do about this problem?

I don't want to be submitting tickets 3+ times a week if this is to be a recurring issue.

Any suggestions/recommendations would be HIGHLY appreciated.

Note: Every since uninstalling and reinstalling the Save Game Error appears on launch of the game even before the Hero Point Sweepstakes pop-up.
Note2: This is the Steam version. I don't link with facebook or anything like that.

Update - April 14th Email to support INCLUDING the troubleshooting steps I've taken

Marvel Puzzle Quest Support Request&body=How can we help you with Marvel Puzzle Quest?____________Player Name: babinroPlayer ID: c93d6c74a849453baa8b785df0542dd3Platform: PCRelease Version: Ship.R73.0.CL271879, Data: 277430.0.277430.0 LIVE

Account Name: babinro
Platform: PC (steam)
Date and Time of Issue: April 14th, 2015 - Between 1:00pm - Ongoing
Type of Issue: Progress is not being saved - loss of ISO only so far.
Forum Post detailing issue:
viewtopic.php?f=7&t=27713&p=336133#p336133

Details of Problem:
This is a direct repeat of the issue last week: Ticket 105176.

I'm receiving the error: "Save Game Error. The Save file is Corrupted."

I received this error the moment I click 'FIGHT!' for the first time (on the character selection screen).

Clicking that button triggers the pop-up ("Save Game Error. The Save file is Corrupted.").

Closing the pop-up then brings me to the TU selection screen. If I fight the battle and gain the default 20 ISO for this completed node then those 20 ISO reflect as earned on my total as normal. However, once I close the game down and re-load it...I'll have lost ALL progress (ISO,HP, covers) gained since receiving this error.

I'm not on a new computer.
This is the same machine I've used to play the game for over a year now.

Troubleshoot Attempted:
- I've tried reloading the application several times
- Rebooting my computer
- Uninstalling the game and reinstalling the game entirely
- Going to Steam's Local Files section and using the 'Verify Integrity of Game Cache' feature. The result was nothing wrong.
- Running the game as admin from the direct executable. Located here: ( C:\Program Files (x86)\Steam\SteamApps\common\Marvel Puzzle Quest\Binaries\PC\Ship
Just right-click > "Run as Administrator".)

Despite all of this I cannot resolve the issue on my end. As of reinstalling the game, the Save Game Error now appears as a pop-up at launch even before the Hero Point Sweepstakes message appears.

Attachments:
- Error Message is simply the screen shot of the error
- Game State at time of 1pm Apr 14th is a record of my ISO/HP at time of incident to use as a baseline
- Save Game Error 7:24pm was my progress at the time the game crashed on me.


Requested Solution:
1) Please advise or do whatever needs to be done internally to ensure my game data starts saving again.

2) Refund of any lost progress (At the time of this email it's 6600 ISO without counting the approximate 200 ISO lost from testing things once receiving the error).

Please note that this is an ONGOING issue. I'm still playing in events because my alliance score and event progress remains even though my personal earnings are lost. But until the issue is corrected I will continue to lose all ISO, HP, and covers earned (including the Quicksilver covers I'm on pace to receive). I will do my best to track my earnings and take screenshots before the program closes when able.

Thank you,

babinro

Update - April 16th 12:27pm EST

Game Save Error continues to appear on every login of the game.
Tried loading the game on my alternate business computer and the same issue appears.

Based on personal tracking and screenshots I've now lost the following:
- 64,100 ISO
- 725 HP
Quicksilver covers: 1x Supersonic (blue), 2x Fists of Fury (green)
Kingpin cover: 1x Wilson's Gambit (black)

Final Update - April 17th 3:34pm EST
Devs fix is in the works.
List of reimbursement requests should the issue be corrected are as follows:

+ 73110 ISO added to the account
+ 600 HP added to the account
Quicksilver covers: 1x Supersonic (blue), 2x Fists of Fury (green)
Kingpin cover: 1x Wilson's Gambit (black)[/spoiler]

Resolution
- Devs fixed the issue
- Received all requested compensation with a bonus to the ISO
Excellent customer experience. Truly.

Colognoisseur

I had this happen to me twice over the last four weeks. It can only be solved by escalating it up to Demiurge. It is annoying and when it happened the second time I just kept track of everything I was doing so I could communicate with CS after it was resolved for compensation.
The only positive is the point servers seem to continue to save correctly so if you keep playing you will get the right placing for your effort.
Both of mine happened on Friday afternoon and took until Monday to resolve.
I think you will get a faster result since it is early in the week.

babinro

Thank you.

I want to keep playing and my progress is lost with each game shut down...so I guess I'll just take a screenshot every time I need to close the application. I'll just sell all covers and hope I don't get anything I need in the meantime. Let's face it, how often do you really get what you need?

DaveR4470

That super sucks, and I hope you get it fixed pronto.

You might want to consider setting up a "dummy" facebook account just to use for synching/backing up your data.... Just a thought.

GothicKratos

The only thing that really comes to mind off hand is to try and run the program with Administrative Rights.

The executable is on my computer here: C:\Program Files (x86)\Steam\SteamApps\common\Marvel Puzzle Quest\Binaries\PC\Ship

Just right-click > "Run as Administrator".

babinro

GothicKratos wrote:

The only thing that really comes to mind off hand is to try and run the program with Administrative Rights.

The executable is on my computer here: C:\Program Files (x86)\Steam\SteamApps\common\Marvel Puzzle Quest\Binaries\PC\Ship

Just right-click > "Run as Administrator".

Game crashed on me...rebooted and I lost over 6 hours of progress

I've tried running as admin and the error remains.
Did a test battle, re-launched in admin again and my 20 ISO was lost.

Almost glad this didn't fix the issue since it's a hassle to Run as Admin every single time.

Thanks for trying though.
I'll submit a proper ticket...hopefully this is something that D3 can fix.