Why does my screen is black after watching an ad?

wmhughey

My screen goes black after watching an ad.

PummyRaj

Hello @wmhughey Hearty Welcome to the Candy Friends section of our friendly King Community  

I am sorry to hear about the issue in your game!  If you don't mind me asking, can you please tell me in which game you are having this issue?

In Candy Friends game, I have not seen this issue or no others have complained about it (yet may be)!  But, in few other games, this issue persists!!  Hence, I would like to make sure before I can suggest you any trouble shooting steps, etc.,

Please post back by tapping on "Type your Comment" box located below.  

Talk to you soon!  Have a great rest of the day/evening!

wmhughey

Candy Friends. It just started. Has never done it before.

PummyRaj

Oh!  Thank you for confirming @wmhughey  

Can you please post few details -->  (1) Device you are using and (2) Your game user ID number with the help of This LINK 
I will escalate this issue to the Friends Community Manager, if I see more of these complaints, hence, I will keep an eye for it  

And for now, let's try some trouble shooting steps and see if that helps any to resolve it!!  I will need your device details for me to give you proper steps. 

Talk to you soon!  Thank you! 

racelady

PummyRaj

Hello @racelady Hearty Welcome to the Candy Friends section of our friendly King Community  

I am sorry to hear about the issue in your game!! 

1) Are you seeing those "Error" messages and the Black screen only while playing the Ads OR other times too?

2) If you are seeing this issue only with the Ads, does it appear as soon as you click on "play the Ad" OR once the Ad ends?    

It could be a new glitch popping up as I have heard from one another player also about the same issue!!  But, let's see!!  

Can you please post back with the details of (1) device you are using to play the game (2) current version you have (3) your game ID number with the help of This LINK

** If you tap on "Type your Comment" box located below, you will be able to write back.  

Talk to you soon!  Have a great rest of the day/evening!

Mizmo

I updated my ipad to IOS 13.1.3 on October 21st and it seems since then, whenever I go to watch a booster video, the red curtain opens to a black screen with an x in the top left hand corner. I have turned the ipad off repeatedly, checked to make sure I had the most recent update of Candy Crush, and have lots of memory in my ipad storage. ????? My iphone, with the same IOS upgrade is fine.  I thought it might just be a glitch and would be gone by the morning, but alas, it is still there! Help!!!

KingChewy

@Mizmo - welcome to our friendly community. Sorry to hear you’ve had this issue. Please try force closing out of the app and then clearing your cache and cookies. Power off your device again for at least 10 seconds and then boot back up and login and see if that helps resync the game.

Mizmo

Thanks for the help....I did as you instructed - booted it up and it worked once, then back to black screen on the videos again!! Tried doing it all over and no luck...??!!

kaimui22

Same issue for me, for both Candy Crush Saga and Candy Crush Friends.
Everytime I press the play ad for bonus button the screen turns black with a small X on the upper left corner just like the OP

This is happening to me on BOTH Android and IOS (I have a Samsung Note 10+ and an Iphone 7 plus).
This happens to Bonus boosters before and after the game, as well as bonus lives.

Please fix! 

KingChewy

Hi again @Mizmo - I’m actually having the exact same issue with my iPhone so it seems to be an iOS glitch. I will check with the CM and get back to you. Thx you for your patience 🙏🏻

QueenMia

Hi everyone,

Welcome to the Community! 

Since you have all reported the same problem, I have merged your question together so I can update you all at once - There seems to be an issue indeed and our sweet Studio is looking into it. 

In the meantime, could you please let us know what device you're playing on as well as your game ID? That would help us investigate.

I'll keep you posted as soon as possible.

Thanks a lot  

canadagrl

I too am having issue with the blank screen when I click for Ad  on my iPad. I don’t do iPad updates Here is a screen shot of my User ID

Mizmo

Thanks so much. My issues are only when I play on my iPad which is running IOS 13.1.3 I am not sure where to find my user ID???

campatty

Hi mine is also doing the same thing and so is my mom's games

Mizmo

Everything working fine this afternoon!!! Thanks!!