I can't play since an update to the game.

Hi everyone and welcome to the Community

Since you all have the same issue, I have merged all your questions together so you all can receive the updates at the same time!

We are indeed having issues with the game since the latest release and we would like to apologise for the inconvenience. This is affecting mostly players who are using Android or Kindle devices. However, please note that this is only affecting the landscape mode - Therefore, we'd suggest you to use the portrait mode to play until we fix the problem.

I'll update you as soon as it's fixed!

Thanks for your patience and understanding!

And since you're here, why not take your chance to win up to 100 Gold bars? Check our Superstars Summer Contest right here for more info! Good luck

All comments

Thank you o so very much the problem has been solved, and the game starts even slightly faster then beforehand.

Hello everyone,

A good news, in case you haven't noticed yet: For Android devices a new app version is available for players (1.18.12) which fix the issue 🍒

Hey @wlee, as @axion mentioned, you probably need to log in again to get your progress back.
You can follow the steps here, it will help you go back to your level in no time

wlee said:

Sadly I am now back at level 1 instead of level 589 due to your update

Don't forget to login to your account either through facebook or otherwhise.

Sadly I am now back at level 1 instead of level 589 due to your update

I have tried everything you suggested. My game finally came back when I switched from landscape mode to portrait mode. Unfortunately everything was lost my score Etc sense I tried all of your methods. What a shame I had to go through this because of your August 7th update and now I am back to zero

wlee said:

The app icon is on my homepage. When I click on Candy Crush friends Saga app icon, nothing happens. The game does not open! I have checked for all updates to my tablet as well as the game. I have sufficient memory and the cache has been cleared. I cannot get into the game no matter what I try. I seriously believe there's nothing else I can do on my end. It all happened immediately after the August 7th automatic update. Please fix this bug for me and many others as I really miss playing my game!

Dear WLee change your screen from landscape (horizontal) to portrait (vertical) mode before trying to start Candy Crush Friends Saga.

The app icon is on my homepage. When I click on Candy Crush friends Saga app icon, nothing happens. The game does not open! I have checked for all updates to my tablet as well as the game. I have sufficient memory and the cache has been cleared. I cannot get into the game no matter what I try. I seriously believe there's nothing else I can do on my end. It all happened immediately after the August 7th automatic update. Please fix this bug for me and many others as I really miss playing my game!

Hey @axion - Yes, that's right! That's why for the time being, it's best to use the portrait mode

I'll let you guys know once the landscape mode is back to normal!

Thanks!

The problem only appears to happen if the game gets started while the android device is in landscape mode.

The screen goes black and tries to switch to portrait mode but returns to landscape mode "desktop".

So the game only doesn't start if the tablet/phone is set to landscape mode before starting.

If I set the display to portrait mode before tapping on the game it starts normally.

Before the latest update the game would allways automatically switch to portrait mode. And now during the short startup it still tries to trun the screen 90degrees ( the buttons move to the portait edge ) but the orange screen does not appear but the screen returns to the desktop.

Hi everyone and welcome to the Community

PummyRaj

Hello @wlee,

I saw your other post and understood what you wrote! Let's try some trouble shooting steps and see if removes the flickering and takes you back to the game!!

Here is the link to work on Android devices --> https://community.king.com/en/blog/discussion/234676/is-your-game-crashing-on-an-android-device

Please try all the steps given in that link except "Delete & Reinstall the App"! It is a last resort because we will loose all our saved up lollipops and they will not be reimbursed by the King team UNLESS they were purchased with real money!

If nothing resolves the issue, you can go ahead with re installation... but, remember that all the Lollipops will be lost!!

Please let me know. Tap on "Type your Comment" box located below to write back

Talk to you soon! Have a great week ahead!

PummyRaj

Hello @Knight789, Hearty Welcome to the Candy Friends section of our friendly King Community

I am sorry to hear about the issue in your game!! Can you please explain a bit more about what is happening?

Are you able to see the "Play" screen? Is the game closing once you press on "Play"? Or is it something else?

Try some trouble-shooting steps and see if it helps! Here is a link to follow for your tablet https://community.king.com/en/blog/discussion/246638/is-your-game-crashing-on-an-ios-device

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

Looking forward to talk to you soon! Have a nice day/evening!

richie1313

If you restart your tablet it might help refresh the app.

monster902

I am unable to find the ID number to see if this will help but I am unable to open the app to get it as I click on the icon I get a black screen then it goes back to program manager so I am definitely stuck.

Sorry my mistake it was allready started up once from portrait mode

PummyRaj

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

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

What is happening when you try to open the game? Are you just seeing the "Home" screen of the game OR it is not going to the game screen too? Some players are complaining about having issues after the recent Update!! Once you give as much details as possible, I will escalate the issue to the Community Team

Can you post back with details of the device you are using and your game user ID number? Here is a link to look for your ID https://community.king.com/en/candy-crush-friends-saga/discussion/247378/what-is-my-user-id-and-where-can-i-find-it

Talk to you soon! Have a great rest of the Sunday!

Happened the next day after August 7th 2019 update. I have cleared cache, uninstalled and reinstalled the game but still cannot open it what's the deal with your update?

firebombmarkus

Ok, guys, I just explored this a little bit. We have a very popular idea about getting a landscape mode for this game. You can cast your vote on the link below.

https://community.king.com/en/candy-crush-friends-saga/discussion/177621/get-a-landscape-mode/p1

It says that this idea is "in review" although I don't know in which stage, maybe they are testing it. Anyway, we will hear from CM tomorrow and get more info.