Game frozen on level 498. Have 3 starred level 497. game opens at winding road, but freezes

hawkeye1268

Have passed level 497 with 3 stars. Game opens with numbered road. when you press on icon for level 498 it freezes. Have decached, dehistoried, uninstalled, reinstalled, everything possible. NOW WHAT?!!!!!!

QueenMia

That helps, thanks! I can try to reset your game, but that mean you would lose your previous personal score. However, if that's ok with you, simply give me your Game ID and I'll try that. 

PummyRaj

Hello @hawkeye1268!

Wish you a very happy new year & welcome to the "New" King Community!

Very sorry that you are having trouble with the game   I am tagging Candy Crush Friends game Community Manager @QueenMia.  Hopefully, she will be able to solve the issue!!

Hoping for the best

hawkeye1268

Thanks!

QueenMia

Hey there @hawkeye1268 and welcome to our vibrant Community!

Thanks for flagging this @Pummy_Raj.

@hawkeye1268, the best in this kind of situation is to clear cache and cookies and make sure you update the App with the latest version. Could you please do that and let me know how that goes?

Thanks a lot

hawkeye1268

Hi, thanks for trying to help.
Have just done as you suggested, (had tried this a few times before).
Just replayed level 497 and 3 starred it!
Level 498 will not open!!
David

QueenMia

Hey there @hawkeye1268, thanks for letting me know... Would you be able to share a screenshot of the level showing 3 stars and the map so the Team can investigate?

Thanks a lot!

hawkeye1268

hope this helps?

QueenMia

That helps, thanks! I can try to reset your game, but that mean you would lose your previous personal score. However, if that's ok with you, simply give me your Game ID and I'll try that. 

hawkeye1268

6935721217 thanks!

QueenMia

Ok, I've reset your game now! Please force close the game then clear cache and cookies and try again - It might take a while before it updates but it should set you at level 498. 

Let me know how that goes!

hawkeye1268

THANKYOU!!!!