Complete troubleshooting guide · Last Updated: July 19, 2026
Most issues fall into 3 categories: network (60%), client cache (25%), or platform-specific (15%). Try the network fix first, then client cache, then platform-specific steps.
If all else fails, contact support@heartopia.uno with your game version, server region, and a screenshot.
| # | Issue | Frequency | First Fix |
|---|---|---|---|
| 1 | Login error (timeout) | 30% | Restart router |
| 2 | Lag during fishing | 25% | Close background apps |
| 3 | Save not syncing | 15% | Wait 60 seconds + relog |
| 4 | Co-op join failure (5003) | 10% | Retry every 5-10 min |
| 5 | Avatar outfit reset | 5% | Re-equip + relog (fixed v2.6.1) |
| 6 | Server disconnect on login | 5% | Use mobile data fallback |
| 7 | Cooking station lockup | 3% | Force close + reopen |
| 8 | Pet bonding desync | 3% | Reinteract (fixed v2.6.1) |
| 9 | Mailbox items missing | 2% | Server-side restore in v2.6.2 |
| 10 | Recipe calc wrong profit | 1% | Fixed v2.6.1 |
| 11 | Greenhouse not auto-harvest | 1% | Manual harvest + re-enable |
Marcus: The #1 fix that resolves 60% of issues is "force close + reopen". Players try other things first when this is the most effective single step. Make it your default first response.
Lin: Mobile players have different issues than PC players. Most lag on mobile is from background apps (Spotify, Discord, browser tabs). Closing them often solves it without other steps.
Sofia: Save syncing is unreliable during server maintenance (04:00-06:00 UTC). Always log out 30+ minutes before scheduled maintenance to ensure your save uploads.
| Platform | Common Issue | Fix |
|---|---|---|
| iOS | App crashes on startup | Update iOS to 16+ |
| Android | Black screen on launch | Clear cache + storage permission |
| PC (Steam) | DirectX error | Update GPU drivers |
| Mac | M1/M2 performance | Disable metal upscaling |
| Console | Save corruption | Rebuild database (in System menu) |
| Browser | WebGL error | Enable hardware acceleration |