The bonus video ads won't load on my Samsung Galaxy S9. I just get a black screen with an X

Jelloshotgirl

The bonus video ads won't load on my Samsung Galaxy S9. I just get a black screen with an X on the top right corner.  I had no problem with them on my S7.
Help!

firebombmarkus

Hi @Jelloshotgirl and welcome to our adorable Community 😊 I am sorry this is happening to you. Have you tried to clear the cache? It might be a memory problem. Please try this and check if you have more than 2GB of free memory.

Have a wonderful day 🤗

Jelloshotgirl

Hi @firebombmarkus It's a cell phone, how would you clear the cache on a cell phone??? I doubt that's what it would be...It's a brand new phone with nothing on it and tons of space. Thanks!

Jelloshotgirl

Oh, and my old S7 had tons of stuff on it and no space and it works fine on there.

firebombmarkus

@Jelloshotgirl Great. Thank you for information. You can clear cache this way :

1. Navigate: Settings  > Apps.
2. Ensure All apps is selected (upper-left).
    If necessary, tap the Dropdown icon (upper-right) then select All apps.
3. Locate then select the appropriate app.
   
4. Tap Storage.
5. Tap CLEAR CACHE.

Let's see if this helps 😊

Jelloshotgirl

Thanks for the instructions!!!
Do I have to clear the cache in every app? or just Candy Crush?
Thanks!

firebombmarkus

You are welcome @Jelloshotgirl Delete just the cache for Candy Crush Saga. This usually resolves most of the problems. You can also try to log out from your account before clearing the cache and log in again afterwards.

Jelloshotgirl

I cleared the cache and logged out and back in...I tried to play a booster video ad and I still get a black screen with an X on the top right corner

firebombmarkus

Can you please check if you have installed the last update? @Jelloshotgirl The last version should be 1.142.0.4

Jelloshotgirl

That's the version I have... 1.142.0.4

firebombmarkus

Ok, those are some technical stuff we had to check @Jelloshotgirl This is happening for some reason yet unknown, there is an issue with videos for some people and the studio is looking into it and should have it resolved shortly. Just be a little bit patient. What matters is that you still can play game while waiting for fix. Keep crushing and have a wonderful day 🤗