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If you encounter any problems with the Country Cottage or its expansion packs, please first make sure you are using the most up-to-date version of the Country Cottage. You can find this by clicking the Settings (cogwheel) icon and then Account. The most recent versions at the moment are:
If you do not have the latest version please update it, either from the App Store (Apple iOS) or Play Store (Android); or for Windows and Mac computers the update should happen automatically when you start the Country Cottage launcher.
Having done the above, if you still have a problem, please try the following:
If you are a non-US customer and are using an iOS device: we have issued a fix for this bug and this is included in the latest version on iOS. Please update or reinstall the Cottage app from the App Store, and then go in to the app and click the Restore Purchases button.
Otherwise: please provide us with detailed information as described in the final section of this page.
On some (typically older) devices the animated story videos may not load. Please try the following:
If the steps above fail to resolve the problem, please provide us with additional information as follows.
Go into the Country Cottage again, click the Settings (cogwheel) icon, and then Account. Make a note of your Playfab ID (or use the Copy button to copy it) and then send an email to firstname.lastname@example.org giving
Please also send us a DXDIAG file. DXDIAG is a Microsoft program which is included with your Windows operating system. It is used to collect information about devices in your computer, to help troubleshoot problems with DirectX sound and video.
Click the Windows Start button in the bottom left hand corner of your screen, and then type "dxdiag" into the search box on the taskbar. Then click dxdiag from the results list which pops up.
The DXDIAG tool will open up. Click Save All Information, select a suitable folder to save the file, and then click Save. Then find this file in your file system and attach it to your email as described above.
Please note that no personal information is included in the DXDIAG file – it is just technical information about your computer.
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