Why does my game crash and close when watching videos?

_Clare

For the last couple of days my game has started crashing and closing down when I try watching any videos. I've force stopped the game, cleared the cache and even uninstalled and reinstalled the game, it's not been an issue before Saturday, please help..

Lindark

Sorry that this happens to you :( It seems to happen to quite a few people. If you are able to skip the ad, you might want to do so!

Alienscar

Hello @Clare_Yates the issue of adverts crashing the game is over a year old now. There is nothing that you can do to fix the issue at your end because the issue is a technical issue that only King can fix.

Since the fix my Sweet Cinema has stopped working, but adverts that do play have played without crashing.

Whilst there is nothing anyone other then King can do to fix the crashing issue I learnt to just play the adverts that gave me moves at the end of a level. I did this because as I had technically lost the level if the game crashed when I tried to get more moves it didn't matter as I had already lost.

You can read more about it in the discussion below

https://community.king.com/en/candy-crush-saga/discussion/358420/%EF%B8%8F-video-ads-not-loading-freezing-black-screen

Lindark

Sorry that this happens to you :( It seems to happen to quite a few people. If you are able to skip the ad, you might want to do so!

_Clare

I can't view any videos, the ones for free moves or the ones for items, they shut the game down, it's so frustrating. Please fix this.

Alienscar

https://community.king.com/en/candy-crush-saga/discussion/comment/2058608#Comment_2058608

I wish I could help you Clare, but I don't know what is going on. Since the issue has been fixed earlier this year more people are now complaining that adverts are causing their game to crash.

I don't know if the original problem wasn't fixed, or if the fix has just caused an issue for a different group of players.

Just one thing to note is that is important to follow the troubleshooting steps in order.

Close your game, clear your cache, and then restart your device before opening your game again. It is important that you follow this order in order to close any residual electronic links.

Same with deleting/reinstalling your app. Make sure you restart your device in between deleting and installing the app in order to make your device fully 'forget' the original install.

Do you use the cloud at all? I have read that automatic cloud storage can cause issues for people when it comes to removing app data from their device.