My Goddaughter, Raven, just turned ** & she LOVES ROBLOX. She just got a NEW PHONE for...

GetHuman-chadilla's customer service issue with ROBLOX from March 2019

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The issue in GetHuman-chadilla's own words
My Goddaughter, Raven, just turned ** & she LOVES ROBLOX. She just got a NEW PHONE for xmas, a SAMSUNG J* CROWN.* Raven will be playing ROBLOX for ABOUT A HOUR and HER PHONE WILL JUST SHUT OFF. This has happened *-* times a day since Vhridtas day* I build custom computers, I can admit that software is not my forte but I DECIDED TO TRY & REPLICATE THE ISSUE BY PLAYING * DIFFERENT GAMES FOR *.* HOURS EACH, NON-STOP. Raven, her sister, & myself EXPERIENCED ZERO PROBLEMS WITH OTHER GAMES. Then I had Raven play ROBLOX, and as usual, after ** min. The phone shut down. * I then went on Google and tried several tips to remedy the issue. **) All updates are up-to-date.**) I tried stopping the ROBLOX app and restarting it. **) I uninstalled the app & reinstalled the Roblox app.**) I tried starting it in safe mode, to isolate any corrupted apps.**) I made sure all the apps are Google Store approved, and not third party apps.**) I tried to factory reset it.**And all those things didn't work.* I noticed some other things online I could try, saw a few articles and seems like this type of phone has an issue although I've read articles where people had the same problem and were able to fix it online. but they are a little more "Risky to try" according to the articles. * And who knows, it could be a hacker or someone that hates Samsung (its a crazy world out there) and someone like me, that doesn't know much about software, they could get me to shutdown security protocol and I wouldn't know it. * Its not that I dont trust the majority of the public, it's just I'd rather trust advice from the team that created the software or the company that distributes it to the public, tech support, gamers experts ECT. *I trust you guys more.* And as I said, the phone is brand new when first starting having issues, bought it from Walmart. Her mom lost the receipt, cant bring the phone back, and cant afford another. But I truly think it's something that can be fixed, a conflict or update that is causing the issue according to some of the chatter online. Everything else works fine with a phone.* And this is breaking Ravens heart, her Mom lives paycheck-to-paycheck, she cant afford another. Raven had wanted a mobile phone and to play Roblox for years, they live in a rural area and she really doesn't have many friends. This is really her only connection for friends.* All right, well I really appreciate anything you guys can do to help me, help her out. Thank you so much for your time, sorry about the length of this message.*** Chadillac
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ROBLOX

Customer service issue
Reported by GetHuman-chadilla
Mar 13th, 2019 - 5 mons ago
I have an issue with ROBLOX too
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GetHuman-chadilla started working on this issue
Mar 13th 9:26am
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Mar 13th 9:27am