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Crashing and freezing: troubleshooting steps and updates here!

Lola_PopLola_Pop Posts: 11,225 Community Manager
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Hello Friends,

Some of you have lately experienced some crashing and freezing at different points, which is also affecting other aspects of gameplay.

We know how frustrating this can be for you, and we're really sorry about it. The good news is the Studio team is on it, and are now investigating in order to find a solution as quickly as possible. Rest assured they are doing everything they can to fix the bug. 🤗

In the meantime, please take a look at our troubleshooting info for crashing and freezing, and try all the steps outlined. You can find the details here. These actions can often help to solve the problem and maximize the possibility of the game running smoothly for you.

Stay tuned- we'll post any update we get on this here below. 👇️

Thanks a lot for your patience! ❤️



  • whatifiwasntlaurenwhatifiwasntlauren Posts: 26 Level 2

    I've not been able to play pretty much all day. I can make it to the map screen and sometimes click on a level but not play because my game just keeps crashing. I've logged out deleted cache, restarted phone many times. I've even uninstalled, and reinstalled. Even deleted game data. And still I can't get to play because it keeps crashing. I have a LG phone, and have had this happen one or two times, but was always remedied by just restarting the app or my phone. I've never had it just not let me play. What can I do? I'm not just a daily player, but a multiple times a day, every day player. Someone please tell me what can I do.

  • DieOmimiDieOmimi Posts: 18,942 Friends Moderator
    edited August 2021

    @whatifiwasntlauren Welcome to Candy Crush Friends Saga.

    I'm sorry your game isn't working properly. You've already taken some steps of standard troubleshooting and it doesn't seem to have helped.

    One cause may also be that there is not enough free space on your device. You need at least 2 GB of free space. Can you please check this on your device?

    Thank you very much.

  • whatifiwasntlaurenwhatifiwasntlauren Posts: 26 Level 2

    I definitely have plenty of space, 12GB or so, and a memory card. I've even tried moving the game from the memory card storage to the phone's internal storage, and tried the game. Still the same thing. Moved it back to memory card. Uninstalled, deleted cache data, logged in and out. All those things several times today. After deleting data, or uninstalling and reinstalling. I can get one try at a level. Then it just keeps crahing over and over no matter what i do.

  • DieOmimiDieOmimi Posts: 18,942 Friends Moderator

    @whatifiwasntlauren Thank you for getting in touch. Please give me some time so I can do some research or ask my colleagues. I know the problem you described so far only from Win10, not from the mobile device.

  • DieOmimiDieOmimi Posts: 18,942 Friends Moderator

    @whatifiwasntlauren It just occurred to me that a player has the same problem on Android 11. But only when the sound / music is switched on. Which version do you use?

    The problem is reported to the studio. It has not yet been resolved. Tests are still being carried out in this regard.

  • whatifiwasntlaurenwhatifiwasntlauren Posts: 26 Level 2

    My android version is 8.1.0, i also already have the sound and music off. Also the options with reduce screen shaking, end of episode animation, etc... All are off and have been. I hadn't changed anything , and it's just been today that I've not been able to keep the game open long enough to play

  • DieOmimiDieOmimi Posts: 18,942 Friends Moderator

    I also have Android 8.1.0 and the app version is 1.61.6. I have no problems with the game itself. I just don't have some events that I've always had like Dachs' delivery service.

    With a player, I know that he also has problems with the game. But it plays on iOS. Maybe it's because of the app version? 

    What version of the game do you have? @whatifiwasntlauren @DaniTheOG

    We may need to ask the studio for an update if it is due to the current app version.

  • Freddy_Freddy_ Posts: 68,478 Crushing Legend

    @whatifiwasntlauren Hi and welcome

    It may also be worth you contacting customer support with your issue so they are aware of the issue or maybe able to advise you more

  • DieOmimiDieOmimi Posts: 18,942 Friends Moderator

    Very strange, my Google Play Store tells me that my version is the latest from yesterday, so from 13.08.2021. Maybe your version is faulty.

    I'm afraid I can't help you on the weekend. There is no community manager present on weekends. Only CM ́s have connection to the studio. 

  • ElenaVoronaElenaVorona Posts: 901 Level 3


    I think that the problem is not in the game or in the software of your gadget.

    The problem is in the gadget.

    You talked about the situation that arises when the manufacturer of a gadget stops providing technical support to this gadget.

    Your gadget is out of date. This does not depend on the date when you purchased your gadget.

    It depends on the gadget model. It is outdated.

    The manufacturer removed it from the list of supported devices. Your device does not receive software updates, although the software itself is still successfully used and supported on other (newer) gadgets.

    There is nothing you can do about it. This problem is forever.

    I may be wrong in my assessment of the situation. But if you indicate here the full name of the model of your gadget, then competent people can either confirm my version or deny it.

    (I had the same situation with my old tablet. So I am sharing this information here. Maybe this is the cause of your problem too.)

  • whatifiwasntlaurenwhatifiwasntlauren Posts: 26 Level 2

    I mean i don't know if that is what was going on in that situation. It has since stopped, and I can play just fine. But I do know what you are talking about. I have a LG phone. LG has stopped making phones, tablets, and other devices like smart watches. And thus have stopped making updates for those devices.

  • frozenbellfrozenbell Posts: 6 Level 2

    ok.... i play ccfs on computer, today it has started something diff/new, u start up a level like norm, then.... the game freezes(u cant make a move), the rest of the game &characters keeps going like norm, but u cant make moves! help?!

  • gr33n3y3zgr33n3y3z Posts: 9,433 Level 5
    edited August 2021

    Hi @frozenbell ,

    Did you have active boosters at the beginning of your game play? If so, sometimes are boosters can work against us making it unable to make a move, and unfortunately if that's the case you need to wait for the timed boosters to expire.

    Let me know if that was the case or not. 🍭

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