Screen freezes

mama_a

New to the community but is anyone having trouble with screen freezing and going gray? I have to close out of the game and restart. This just started happening to me last night. And I did an update 3 days ago.

PummyRaj

https://community.king.com/en/candy-crush-saga/discussion/415856/screen-freezes

Hello @mama_a🤗 Hearty Welcome to our sweet King Community!

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

Can you provide few details... which device are you using -- Apple device, Android device or Windows 10 App version;

Is your screen freezing when you watch an Ad or the regular game?

Please reply back by typing in the blank box given below to my comment.

Hope to talk to you soon. Have a great rest of the day🍫🍫

mama_a

I have an iPhone and it happens during the game. Not when there’s an ad

PummyRaj

https://community.king.com/en/candy-crush-saga/discussion/comment/2762024#Comment_2762024

Thank you for replying back @mama_a🤗

Few more questions to understand the issue you are experiencing...

1) Is your phone Operating System above 10 or below 10? For the King games to play well, our iOS devices must be above 10;

2) Are you experiencing this freezing issue only with Candy Crush Saga or some other games/Apps too?

3) How much storage is there on your phone memory? 2GB is the minimum requirement for any of the King games to play well!!

Please try the steps provided in --> King's Help Article <-- and see if that helps to resolve the issue (click on the Green lettered link to open the article). Try all the steps but reinstalling, as it is last resort. If we reinstall our game, all of our saved boosters and lives received from our friends will be lost, and they can't be reimbursed by the King team!

Please post back and let me know how it goes, and /or if you need further assistance.

Talk to you soon & have a great rest of the day🍫🍫

mama_a

Above an iPhone 10.

it’s ONLY happening in Candy Crush saga and yes I have more than 2GB of memory

PummyRaj

https://community.king.com/en/candy-crush-saga/discussion/comment/2762051#Comment_2762051

Thanks for the clarification @mama_a👍️

In that case, I would recommend you to go through the steps in our --> King's Help Article and see if it helps!

** Once again, please go with the "reinstall" (5th step) as a last resort - if everything else did not work!

mama_a

I’ve done ALL of those suggestions and even, as a last resort, deleted and reloaded the game… NOTHING works.. will give it another try tomorrow to see if t stops freezing up.. if it doesn’t, sorry you’ve lost a customer.