Character skin not downloading

Zakdemole

Evening,

As mentioned above the Nutcracker character skin King of Hearts and another one as well are not downloading. They are stuck on the downloading bar for ages.???

DieOmimi

Hi @Zakdemole Welcome to our community. You are here at Candy Crush Friends. I am glad that you have come here. 

Try the standard error procedures first, even if you have already taken individual steps:

1. Check for updates for your game and run them.

2. Check if you have at least 2 GB of free space. 

3. Log out of your account, clear the cache (on mobile devices, on laptop / PC this is not possible), turn off your device completely and wait at least 10 seconds. After that, turn on the device, log in to the game and tell me if the problem is resolved.

Also, make sure you have a fast and stable internet connection.

If these steps didn't help, please get back to you. Thank you very much. 

Zakdemole

Well I did all of that and nothing changed. Any ideas?

DieOmimi

@Zakdemole I would like to help you and need the following information:

- on which device and with which version it happens (e.B. Laptop/Win10 or Android/6.x).

- please show me screenshots where I can see where it hangs.

- I also need your user ID (this is a technical identifier of your account). You can find them here: what-is-my-user-id-and-where-can-i-find-it

Thanks.

Zakdemole

I'm on a Samsung a71 android 11

User ID 6028359602

DieOmimi

Thanks @Zakdemole. I will share your data with our responsible manager. She has connection to the studio and maybe we will get a repair kit from there. But I can't promise you anything. We will definitely try to see if we can help you.

DieOmimi

@Zakdemole can you please tell me if you have standard nutcrackers? 

I ask because the same thing happened to me last year, with the Jelly Queen. I had the spring costume but not the standard jelly queen.

Zakdemole

Yes I do have the standard and rare ones.

DieOmimi

@Zakdemole you can please post a screenshot of your scrapbook. We want to see what friends you have. Sometimes (in rare cases) it can happen that some of the friends hinder each other. We would like to rule that out. 

Thanks.

Zakdemole

Here it is

DieOmimi

Thanks @Zakdemole. I will share your post with our CM and the studio. While we're waiting for a solution (which hopefully will come soon), you may be able to collect some badges for your profile. 

Here's a selection. For badges of your friends in the scrapbook, you only need to copy your screenshots from here to it. Follow the green font.

Milestone Level 1000, 2000, 3000 and 4000.

Friends in your Scrapbook