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Support response time

A topic by JuiceShooters created Jan 08, 2021 Views: 559 Replies: 9
Viewing posts 1 to 4

Hello!

We've send in a support ticket about raising the amount of files a zip can have 9 days ago, but still no response (even no response to the follow up question about how long it will take).

Is there any indication how long it will take to answer/respond to a support ticket?

It's about #71771.

Moderator(+2)

Response time from support depends on the priority of the ticket. I’m not sure what priority this issue would be, but I’ve mentioned this to an admin in case it will help.

Hey Dark Dimension, on a related note, about 10 months ago I was banned from posting on my main account (where I upload all my games), so I use this secondary account for community interaction. I was very new to itch.io, and was only 16. I was downloading games off the New section, reviewing them, and asking if they would play my game. This is against the rules as I later found out and I was banned. I sent support an email around that same time and never got a response. I understand the community of Itch.io now and release what I did was wrong. Is there any chance I will be able to get permission to use that account to post again? Here is my account by the way - https://mager22brophybroncosorg.itch.io/

Cheers!

Moderator (1 edit)

I know it’s unrelated to the original question, but if it helps, there is detailed information at Itch.io - Uploading HTML5 games. One of the things it mentions is:

Why do we have limits? Although many game engines allow you to export anything as an HTML5 project, often you need to consider what the user experience of playing the game will be like. You can think of an HTML5 project like a website: many of the same performance optimization recommendations still apply. We have these default limits to encourage developers to consider how their games are distributed, especially since it’s so easy these days to drop in prefab resources from asset-stores that siginificanlty increase the download size for the game.

Web dev is not really my area, but maybe it could be better to prioritize optimizing the project to be within those limits, instead of lifting them.

I’m posting this in case it helps OP or future readers alike.

(1 edit)

Hmm that is really hard for us to do, because our game heavely relies on 2d art pieces, which are animated seperately in code. So an animation may include like 100 art assets already.
The framework we use doesn't support playing videos (yet) on browsers, so that way of optimizing isn't viable for us (and also removes the ability for some randomization and other code related stuff). The amount of files/art we're going to create and use will increase each version, so we're bound to reach that limit sooner or later.

Thanks for your help though!

Moderator

Fair enough, the only thing I can think of that may help is to use Texture Atlases, at least if you aren’t using them already or haven’t considered them. From the wikipedia page:

In web development, images are packed into a sprite sheet to reduce the number of image resources that need to be fetched in order to display a page.

Having said that I’m not sure of the details of your project, and how easy it will be to implement something like this.

Hmm seems like it's a month now and still counting, so I guess this is really low on the backlog?

If you're using (or have) photoshop, perhaps give the free webp plugin a spin: https://github.com/webmproject/WebPShop

It has a very good compression ratio (up to 50:1) without losing quality. if the engine you're using doesn't support the webp extension, simply rename it to JPG/PNG (and etc.) after conversion.

(1 edit) (+1)

Already using the WebP extension, but the thing is that Itch.io only allows up to 1000 files when uploading it for browser playability, but we have 1400+ in this version (next version will have a lot more files), so based on the FAQ and other things, the only way to fix it for us now is to wait for support to increase the file limit.

(+1)

ah ok, my bad. thought it was a fize size issue. i hope everything works out for you.

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