Need help :(

Hi MountainMom

Great, thank you very much, now I will know for the future! 😃

https://community.king.com/en/candy-crush-friends-saga/discussion/comment/2832029#Comment_2832029

Hello @_Elisabeth_, I know you are already getting help from my colleague @DieOmimi, but I also wanted to answer one of your earlier questions. To clear game cache on my Android tablet, I do the following: (1) go to "Settings" (2) click on "Apps" (3) click on "Candy Crush Friends Saga" (4) click on "Storage" (5) click on the button that reads "clear cache" -- do NOT click on "clear data"

I hope these steps will help you clear game cache now or in the future. You are in very capable hands with @DieOmimi.

All comments

Hi DieOmimi, I'm also happy that now I can finally play my favorite game Friends carefree on all devices.

Once again, many, many thanks for your help, and a big greeting @MountainMom 😍😍😍

@_Elisabeth_ thank you for letting us know that everything is fine now. My colleague @MountainMom will be very happy about it.

Hi, MountainMom I want to let you know that the game works on Android and much later, that is, only today on Windows, and many thanks for your help! 😍

Thanks @_Elisabeth_ , I'll give the team your additional information.

Hello PlaninskaMama, thank you for your help, I appreciate it.

I can't start the play button on any device, it freezes and I can't do anything anymore, if I click on the button save my progress or log in, I can click on it and click until I pass out and in that case I can click on the settings to report the problem, but if i click on the play button then it freezes, blocks and i just hear the music and i can't click anywhere anymore because the screen is frozen. I uninstalled the games on all devices and the tablet and 2 laptops and two new cell phones.

The game works on two ancient LG G3 mobile phones because I did not log out or uninstall the game on them. If she did that, the same thing would happen !

ID 1670754790

Hello @_Elisabeth_ , It appears you are not alone! Some players are experiencing this same issue in BW3 and PSS. In these games the "Play" button is not clickable for those players. The Studio is working on the problem. In the meantime, they are asking if the "Play" button is clickable on your new devices?

MountainMoms, thank you very much for your help. I had the Candy crush friends game installed on all devices, 2 Windows 10 laptops, 2 Samsung mobile phones.

On 2 old LG G3 mobile phones on which I still play because I did not uninstall them or log out, if I did that the same thing would certainly happen.

I tried to install it on an Acer tablet, but nothing, I can install the game, but I can't log in or start playing, I can only go to the settings and ask for help, that's the only thing it allows me to do. I note that other Candy crush games can be played and uninstalled and reinstalled countless times, they work. I can't do the only favorite Candy crush Friends :(

ID 1670754790

@_Elisabeth_, I have sent your issue to our Community Manager, who will be meeting with CCFS developers next week. Let's hope they can discuss your issue and find a fix. I appreciate all the time you have spent trying to resolve this issue on your own. It might be helpful to include information about the devices you are having the issue with in case the developers need that information.

Hi MountainMom,

thank you for answer,

Thank you for your reply, that's exactly what I did, I synchronized both platforms and updated the game on my old phone and now it's fine. I neither uninstalled nor logged out the Candy Crush Friends game on those 2 ancient mobile phones, so I can play on them.

However, the problem remains that I had when I uninstalled the game on 2 laptops and 2 other mobile phones and logged out for the test, the problem is that I can install the game, but I cannot log in, nor start the game without logging in. As soon as I play it blocks me. I don't know if I explained the problem well enough. I tried to install it on a tablet, but the problem is the same. It's like the game is blocked!

I'm desperate, I can't solve it without the help of a development engineer, it's not a problem with the devices but with the game itself!

Best rgds

@_Elisabeth_ , If you've synced your accounts, your progress and gold bars should be the same regardless of which device you use.

When playing on different devices on different platforms (e.g., King.com, Facebook, Win10 or 11), it may be helpful to restart the device that is not up-to-date with the other device. This works as long as your game has been synced on King.com. I am not a Facebook user, so I cannot offer advice regarding that platform.

You can be assured that my colleague is following up with our manager.

https://community.king.com/en/candy-crush-friends-saga/discussion/comment/2832127#Comment_2832127

Hi DieOmimi,

Did you talk to the manager about my problem?

I don't know if maybe my game is blocked?

I can play on the old 2 mobile phones because I didn't log out and didn't uninstall them, however, I have a problem with one mobile phone, I passed 2 levels, and on the other it says 3 levels, it's 10 levels Underwater cooking with Olivia.

Please help :(

Hi DieOmimi

The internet connection is fine, don't let that fool you. I can play all other candy crush games, only candy crush friends can't. Neither on 2 laptops, nor on 2 mobile phones, except for 2 old mobile phones where I did not uninstall the game or log out.

Today I installed it on the tablet and again the same thing, I can't log in or play!

Thank you.

@_Elisabeth_ you can see from your screenshot that your internet connection is very weak. Maybe that's the reason why the log-in button doesn't work.

Can you try to get closer to your router/Wi-Fi and try again?

Thanks.

Hi MountainMom

Great, thank you very much, now I will know for the future! 😃

https://community.king.com/en/candy-crush-friends-saga/discussion/comment/2832029#Comment_2832029

I hope these steps will help you clear game cache now or in the future. You are in very capable hands with @DieOmimi.

DieOmimi,

The ID is 1670754790

This is a screenshot for the problem when trying to log into the game, it doesn't go any further than that

CANDY CRUSH FRIENDS SCREEN SHOOTS.1.png

Thank you for your effort and help !

I hope you will be able to solve my problem

@_Elisabeth_ that's already a step forward that you have a device where you're still logged in. Can you please take a screenshot from there with your current progress and your player ID (how-can-i-find-my-player-id).

This will help support tremendously to identify the problem.

Thank you very much for your cooperation! 🤗

DieOmimi, Thank you for your reply, from King's developers, the answer is that they have the game working and it will probably be fixed in future updates. I don't know if they made an effort to get to the heart of the problem, if it might be a virus, and I also did a check there

I'm using windows 10, android version 13, android 5.0 I can play on it because I haven't uninstalled the game or logged out on it, I'm afraid that if I do that the same will happen as on two laptops and on both mobile devices android version 13

Hmmm @_Elisabeth_ we've never had this error before. 🤔 I don't think another update fixes this bug. I'm assuming you have the error on all devices? So it can't depend on the device and it can't depend on the login account.

At the moment we have the app version 3.7.3 (mobile) 3.7.3.0 (Microsoft Store on Windows laptop/PC).

I'm assuming your version is the same.

Can you please tell me what type of device you use?

For me, it's a Windows 11 laptop and an Android device, Andriod version 8.1.0. The app also works for me on Andriod 6.0 (still).

In your case, I may need to talk to a manager next week. In any case, I will stay tuned and hope that we can help you.

Thanks for the welcome, DieOmimi greetings to you too :)

I use both King and Facebook accounts, it depends on when I log in

Unfortunately, it doesn't give me an error at all, but leaves me at the starting point, three icons, play, save your progress, accessibility.

if i click on save my progress nothing i can click ad infinitum nothing if i click play it freezes and i can't do anything but quit the game and turn on again and then i can go to settings and ask for help but they can't either help, they say I have to wait for the next game update from King's side.

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Accepted answers

https://community.king.com/en/candy-crush-friends-saga/discussion/comment/2832029#Comment_2832029

I hope these steps will help you clear game cache now or in the future. You are in very capable hands with @DieOmimi.

https://community.king.com/en/blog/discussion/423525/need-help

Hi MountainMom

Great, thank you very much, now I will know for the future! 😃

All comments

PrettyBubbles

Hi sorry to hear that you are having this problem my friend

As its the first time I have spoken to you regarding this I don't know what you have already tried so please bear with me and follow my steps to perform on all your devices

First clear the game cache from your device settings then check for any pending updates then log out of everything on all devices and leave them off for a moment or two let's see if this resets things for you

Also please be sure you have a minimum of 2 gig free memory on all devices and you are receiving a strong enough Internet connection to work for so many devices

Please let me know how you get on 💓

https://community.king.com/en/blog/discussion/comment/2831923#Comment_2831923

No, I have already tried countless times and uninstalled and installed the game on 2 laptops and 2 mobile phones, however, it is blocked, I am currently playing on an old android device that I have not uninstalled or logged out of the game, because if I do that, it's goodbye to my favorite games :(

I have enough gigabytes and a strong internet network. until now I could play on all devices, but suddenly when I uninstalled the game and reinstalled nothing, I can't log in, and on the other device I logged out myself and the situation is the same, I can't log in to the game or start playing without first logging in to the game.

thanks for reaching out for help.

PrettyBubbles

Hi thank you for coming back let me pass you over to your game moderators as they can advise you better and will know if there are any known issue with players unable to log in 💓

@DieOmimi @MountainMom

Hi, Yes, thank you, you can!

" clear the game cache from your device settings "

Can you help me how to do it?

Thank you

Hi @_Elisabeth_ warm welcome!

What error message do you get when you try to log in to the game?

Do you use a King account to log in (login with email and password) or do you save your progress with a Facebook account?

Thanks for the welcome, DieOmimi greetings to you too :)

I use both King and Facebook accounts, it depends on when I log in

Unfortunately, it doesn't give me an error at all, but leaves me at the starting point, three icons, play, save your progress, accessibility.

At the moment we have the app version 3.7.3 (mobile) 3.7.3.0 (Microsoft Store on Windows laptop/PC).

I'm assuming your version is the same.

Can you please tell me what type of device you use?

For me, it's a Windows 11 laptop and an Android device, Andriod version 8.1.0. The app also works for me on Andriod 6.0 (still).

In your case, I may need to talk to a manager next week. In any case, I will stay tuned and hope that we can help you.

This will help support tremendously to identify the problem.

Thank you very much for your cooperation! 🤗

DieOmimi,

The ID is 1670754790

This is a screenshot for the problem when trying to log into the game, it doesn't go any further than that

CANDY CRUSH FRIENDS SCREEN SHOOTS.1.png

Thank you for your effort and help !

I hope you will be able to solve my problem

https://community.king.com/en/candy-crush-friends-saga/discussion/comment/2832029#Comment_2832029

I hope these steps will help you clear game cache now or in the future. You are in very capable hands with @DieOmimi.

Hi MountainMom

Great, thank you very much, now I will know for the future! 😃

@_Elisabeth_ you can see from your screenshot that your internet connection is very weak. Maybe that's the reason why the log-in button doesn't work.

Can you try to get closer to your router/Wi-Fi and try again?

Thanks.

Hi DieOmimi

Today I installed it on the tablet and again the same thing, I can't log in or play!

Thank you.

https://community.king.com/en/candy-crush-friends-saga/discussion/comment/2832127#Comment_2832127

Hi DieOmimi,

Did you talk to the manager about my problem?

I don't know if maybe my game is blocked?

Please help :(

@_Elisabeth_ , If you've synced your accounts, your progress and gold bars should be the same regardless of which device you use.

You can be assured that my colleague is following up with our manager.

Hi MountainMom,

thank you for answer,

I'm desperate, I can't solve it without the help of a development engineer, it's not a problem with the devices but with the game itself!

Best rgds