pink screen

Neil_Guest

when loading game from within facebook or gameroom it goes through the motion of loading and then when finishes I have all the edge icons music settings etc but play area is totally pink? not enabling me to select a level or play the game? I have cleared the cache etc and also  uninstalled gameroom and still no joy.

Tony_Mc

Hi Neil Guest,

Thank you for posting this here on King Care.

There are a few steps we can try which generally resolve all technical issues.

With this in mind I recommend that you first of all try playing in another browser (E.g if you are using Internet Explorer for example, then try with Google Chrome, Mozilla Firefox or Opera).

You can download them from the following links, always ensure you have the latest version:

https://www.google.com/chrome/browser/desktop/index.html 

http://www.mozilla.com/firefox/upgrade.html 

http://www.opera.com/computer 

(windows only) https://www.microsoft.com/windows/microsoft-edge 

https://www.microsoft.com/en-us/download/internet-explorer.aspx  (if you are using an older version than Windows10)

Now please visit the following link https://www.whatismybrowser.com  for help in clarifying whether your browser is indeed all up to date.

If the browser is not up to date then simply click on the Update button to install the latest version.

You can also double-check on this page https://html5test.com  if your browser will able to play the game. Your browser should score at least 450 points, if it doesn’t then please look at the list above and download a different browser. Google Chrome is usually the most up to date and well maintained.

I'd also recommend closing all extra tabs and other programs whilst you play as these can often negatively impact the game performance.

Now make sure that you clear the cache regularly: http://www.wikihow.com/Clear-Your-Browser%27s-Cache 

Here is a useful video that will show you how to perform these steps:

http://youtu.be/OESCE4Jj2tU 

Kindest regards and have a great day,

Tony - King Care Team

Neil_Guest

no have used all browsers all other games work ie candy crush soda etc no problem, game still goes through all the loading right to where you select which level you want to play but except for icons around the edge ie lives etc playing area is solid pink. if I play it on my mobile it loads to game no.1 I then have to scroll through all the levels until I get to my level 438

Yamahat_Sake

Neil, I am having the same problem and I have tried all what Tony have mentioned above and I agree with you on your last comment. Tony please look at this video which I have downloaded into youtube(https://youtu.be/o2WPHKepsAM) about the problem we are facing. I am 100% sure it is not to do with the browser. As Neil had said it, it has loaded everything , it is only certain levels are blocked by the pink/purple screen that prevent us from selecting it. 

Tony_Mc

Hi Neil & Yamahat,

Thank you for your patience and great news!

In the next 2 weeks a new update for Candy Crush Jelly Saga will be released which fixes this issue.If you are playing on a mobile device, please keep an eye out for the next game update in the app store to get back to the adventure!

As soon as the update is released then Facebook and King.com will be updated automatically.

If you have any issues or questions please come back to us, we are always happy to help!

Have a great day,

Tony - King Care Team

Tony_Mc

Neil, I am having the same problem and I have tried all what Tony have mentioned above and I agree with you on your last comment. Tony please look at this video which I have downloaded into youtube(https://youtu.be/o2WPHKepsAM) about the problem we are facing. I am 100% sure it is not to do with the browser. As Neil had said it, it has loaded everything , it is only certain levels are blocked by the pink/purple screen that prevent us from selecting it. 

Great video Yamahat, thanks for sharing