Help App Won't open Freezes

chucco406

I'm playing Bubble Witch 3 Saga on a Note running Android 9.0.  After each update the game opens.  The second time I try to play it opens on a black screen and freezes.  I've tried turning the phone off and on again, cleared cache and cookies.  I've been playing over a year and am on level 855.  I have never had a problem before.  I have not installed any new apps. Can anyone help. 

firebombmarkus

Hi @chucco406 and welcome to our adorable Community 😊 I am sorry this is happening to you. I will ask you to do some troubleshooting steps and let me know if they helped you.

https://community.king.com/en/blog/discussion/234676/is-your-game-crashing-on-an-android-device#latest

Please note that the last resort is always reinstalling the game but if you do so you will lose all your boosters. 

chucco406

Nothing has worked.  How do I create an account.  How do I back up game if it won't open. 

firebombmarkus

@chucco406 Here is how to make a King account and save progress with it.

https://community.king.com/en/candy-crush-saga/discussion/250549/superstar-information-post-creating-a-kingdom-account-browser-with-images/p1?new=1

chucco406

How can you do this if the game won't open? 

chucco406

I am also playing the game on my tablet with no problem.  I uninstalled the game on my phone reinstalled it logged in and the game restored my play level, bug now the newly installed version won't open.  New installation same problem.  Any ideas. 

firebombmarkus

@chucco406 Sorry for the late reply, I was busy 😉 I am out of ideas but I will tag @mysticalmysty and @Chicken_Slayer as I know they are playing this game and hopefully they will be able to help you. Thank you for your understanding 😊

mysticalmysty

Hi @chucco406 from what I understand your game is perfectly fine on your tablet, so what I suggest for now try to create King account and synch you game to King account from your tablet that way your progress will saved, to do this you can just follow the instruction that @firebombmarkus gave it to you on how to creating King account. When you already have King account and your game already synch to it you can find out your user ID https://community.king.com/en/bubble-witch-saga/discussion/247377/what-is-my-user-id-and-where-can-i-find-it You could tell us your user ID on here then we will pass on to our CM to look it on the studio tomorrow. At the meantime you can just play your game on your tablet —Thank you for tagging me @firebombmarkus 🤗

chucco406

I did what you suggested and backed my game on my tablet to a King account. I deleted the game on my phone and reinstalled it.  Updated it on my phone from the account.  It worked one time and now is frozen again.  My user name is my email **Removed by CM**.  Thanks 

chucco406

Any word yet from your CM

chucco406

You said I would hear from you this past Monday.  Anything word yet on my problem.