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Is your game crashing on an Android device?

CezdiamondCezdiamond Posts: 6,504 Community Manager
edited November 2018 in Support

Our games are in continuous evolution and each new update including additional content and features mean that lots of new code is written by our developers which might include some bugs. We test all our updates thoroughly to remove any possible bugs, but it might happen that a sneaky bug slips through to the game.

Worry not! While technical issues are very frustrating, the great news is that they are also generally quite easily fixed. The first thing we need to do is make sure that your device is running as smoothly as possible. 

Checking for updates on your game and device

Ensuring that your device and the game app are the latest and most up to date versions is really important as it means that not only will your device run as smoothly as possible, but also that you can take advantage of the latest levels, features and promotions that we have released.

We’ve created this helpful video to guide you along the process, take a look!

You can also check this Google Play Support article for more information about updating your Android apps.

If you’re already on the most up to date version of your game and operative system, or once you’ve updated them, and crashing still happens, we can perform the following actions:

Force closing your apps

There’s different way of doing this depending on your device’s make and model. You can either clear your device’s memory or through the application manager in your device’s settings.

Check out this article for more information and detailed steps on how to perform this operation.

Restarting your device

Again, it all comes to the make and model of your device. 

There’s two generic ways for you to restart your Android device:

  1. Soft reset: press and hold down the power button for approx. 20 seconds. You should see your device turning off and back on.
  2. Hard reset: take off your device’s battery cover and remove the battery. Insert back the battery after approx. 30 seconds and turn your device on using the power button.

Checking the storage on your device

Make sure that you have sufficient free storage on your device, we normally recommend having at least 2GB free.

Check this article for more information about how to check the storage on your device.

Reinstalling the game apps

If the previous steps haven't worked, then, as a last resort, we can try reinstalling the game. This will generally fix most other issues but before performing this step please be aware of the following:

  • Back up your progress: make sure that your game progress is safely backed up to either Facebook or a Kingdom account. If you use Facebook then make sure the last level you played was while you were connected. If you don't use Facebook then make sure you have created a Kingdom account, check the video below on how to create and synchronize your Kingdom account.
  • Lost boosters: this step will also delete all of your saved boosters, extra lives and reset any extra features such as Daily Bonus or extra challenges that you have completed. These items and features are saved directly to the device's memory then reinstalling the game, unfortunately, clears them from your game. We will of course, replace any purchased boosters you may lose during this step, but we do not replace any lost free items which may have been won or awarded while playing. Please keep this in mind before performing this action!

Once you have backed up your game progress and considered the lost boosters, you can now uninstall the game. For this:

  • Go to your device's Settings app 
  • Tap Apps or Application manager (this may differ depending on your device)
  • Tap the app you want to uninstall
  • Tap Uninstall

You can now reinstall the game app via the Google Play Store:

  • Open the Google Play Store app 
  • Tap Menu  and go to “My Apps and games” -> “All”
  • Tap the game app you want to reinstall
  • Tap Install 

All that’s left to do is for you to log back in via Facebook or the Kingdom to restore your game progress and Gold Bars.

If none of these steps worked and your game app keeps on crashing, we might need to escalate this to our Technical Team for investigation. For this, please create a new thread in King Care with your answers to the questions below so they can get all the relevant information needed to resolve your issue:

  • What is the last thing the game showed before crashing?
  • When did it happen?
  • Did it crash when you pressed a button or did any action? If so, can you describe the action?
  • Did you use boosters or a combination of boosters?
  • Were you connected to Facebook?
  • Was your internet connection stable, were you in the subway, a tunnel or any other place where connection might be bad or lost?
  • Does it happen often, always or just once?
  • After updating to the newest version of the game, did it still happen?

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