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CC Saga lost connection with internet

I'm playing CC Saga on a PC with Windows 10, not using Facebook. I also play on 2 Android devices, all synced. In mid March, my game lost connection with the internet. When I finish a game, the screen says "Keep playing? Contacting App Store" with a spinning circle. In other instances I get the message "Check your internet connection and try again" and "Please restart or try again. Please do not reinstall the game." The game has also lost connection to my account and will not allow me to reenter it. I have the latest versions of EVERYTHING. I have closed and restarted the game on all my devices. Is my game corrupted? Has my account vanished? Must I delete it and reinstall? Will I lose all my boosters?

My user ID is 7341835947.

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Edie_not_Eddie

Update on my troubles with connection to CC Saga. I reinstalled the game on my two Android devices and lost my inventory of boosters but retained my progress when I logged into my account. Plus I could connect to the Internet.

I had been putting off reinstalling on my PC because that is where I have hundreds of boosters and I really was hoping there was a way to avoid losing them. Today I looked in "settings" for apps, selected Candy Crush Saga and under "advanced options" saw that I could either "reset" or "uninstall" the game. I decided to try "reset" first. I was stunned to find when I opened the game and signed in that my boosters were intact. Plus I was connected to the Internet. I hope this continues to be the case.

You might want to tell PC users who have this problem that "reset" is an option in Windows 10 and that it might allow them to retain their boosters.

PummyRaj

https://community.king.com/en/candy-crush-saga/discussion/comment/3015620#Comment_3015620

Thank you for replying back @Edie_not_Eddie!

If clearing App Cache did not help, the next step I was advised to suggest you is "to reinstall the game App"!! But, this will delete all your saved boosters and stored lives and those will not be reimbursed b y King!!

Please go through with this step only if you are willing! And also, please try it only on one device.

Edie_not_Eddie

Following your directions for my Android devices, I get as far as Memory where I find a screen that says "Free up memory by stopping background apps," below which is a box that says "Clean now (+699MB)." Below that is a list of apps. They have check marks next to them. Clicking on one of them just removes the check mark. I never see "Apps not used recently" or the other screens you describe. Yes, I have the latest version of Android.

By the way, I accidentally clicked on the "Clean now" button, which I realize is not what your instructions said to do, but in any event, it didn't solve the problem. I hope to hear more from you soon.

PummyRaj

https://community.king.com/en/candy-crush-saga/discussion/comment/3015603#Comment_3015603

Hello @Edie_not_Eddie🤗 Happy Easter🐰

So sorry! I did not get a chance to reply back to you🤦‍♀️

Our Community In-charge has recommended to clear the "game App Cache"! Since you are playing on 2 Android devices, I would suggest you to follow these steps on just one device first. If it helps with the issue, then, move on to the next device⬇️

How to clear your app cache on Android

Open Settings on your Android device and tap Battery and device care.
Tap Memory followed by Apps not used recently.
Select an app from the list. ...
After tapping a particular app, select Storage within App info.
Tap Clear cache at the bottom of the screen.

I am waiting for further details from our Community In-charge! If I hear back from them on Tuesday, I will get back to you👍️

Edie_not_Eddie

Hi PummyRaj, I haven't heard anything regarding my issue for 4 days. Should I just keep waiting? Does Player Support take multiple days to reply?

Edie_not_Eddie

Yes, I agree it's strange! I think I might have received a Windows 10 update about the time I first noticed the problem. But then I saw that my tablet and phone were in the same condition so I guess it isn't a Windows problem. I almost always play on my PC though.

I don't really care too much about the All Stars but I definitely would like to find a solution to the problem(s). And I would like to keep my numerous boosters and 539 gold bars. Reading some other threads, I think I might lose the bars since I earned them as rewards rather than buying them.

Also, I saw someone else who posted the same problem about the time I experienced it--losing internet connection with Windows 10 in mid-March. I didn't manage to follow that discussion but it made me think maybe it wasn't just me having the problem.

Thank you very much for trying to help me.

PummyRaj

https://community.king.com/en/candy-crush-saga/discussion/comment/3010995#Comment_3010995

That is odd @Edie_not_Eddie! I thought it might has been a bug! Because we usually experience this issue on a single device! But, you are having this issue on all 3 devices🤔

Let me ask our Community In-charge and find out what you will have to do! And, if there is a quick solution for the glitch as the All Stars is starting tomorrow! I assume you would like to take part in it☺️

Edie_not_Eddie

Yes, the issue is with Windows 10. Android devices (phone and tablet) have the same issue.

PummyRaj

https://community.king.com/en/candy-crush-saga/discussion/comment/3010989#Comment_3010989

https://community.king.com/en/candy-crush-saga/discussion/comment/3010991#Comment_3010991

Hi @Edie_not_Eddie🤗 Thank you for replying back!

And, no! You have answered just as needed! I just mention "the blank box" to be easy for the new players/non-English speakers! I am sorry if I have confused you🙏

Thank you for providing all the details, with regards to the issue.

Are you experiencing this issue on Windows 10? Are your Android devices working fine? Or is it on all the devices?

Edie_not_Eddie

Apologies if I replied incorrectly. No blank box appears on my screen, just the Leave a Comment box.

Edie_not_Eddie

The issue is with the game itself, not when purchasing extra moves or boosters (which I never do). You correctly describe what is happening, I am unable to collect any rewards. Hungry Hatchlings showed up yesterday but when I clicked on it, I got "check your connection and try again." So at least something was delivered to me, if not rewards or other events.

PummyRaj

https://community.king.com/en/candy-crush-saga/discussion/440529/cc-saga-lost-connection-with-internet

Hello @Edie_not_Eddie🤗 A Warm Welcome to our sweet King Community!

The issue you are experiencing is when you try to purchase extra moves OR boosters, right?

Or is it for the game itself and you are not able to collect rewards from any of the features like Episode Race, etc.?

Please reply back by typing in the blank box given below🍫🍫

Accepted answers

All comments

PummyRaj

https://community.king.com/en/candy-crush-saga/discussion/440529/cc-saga-lost-connection-with-internet

Hello @Edie_not_Eddie🤗 A Warm Welcome to our sweet King Community!

The issue you are experiencing is when you try to purchase extra moves OR boosters, right?

Or is it for the game itself and you are not able to collect rewards from any of the features like Episode Race, etc.?

Please reply back by typing in the blank box given below🍫🍫

Edie_not_Eddie

Apologies if I replied incorrectly. No blank box appears on my screen, just the Leave a Comment box.

PummyRaj

https://community.king.com/en/candy-crush-saga/discussion/comment/3010989#Comment_3010989

https://community.king.com/en/candy-crush-saga/discussion/comment/3010991#Comment_3010991

Hi @Edie_not_Eddie🤗 Thank you for replying back!

And, no! You have answered just as needed! I just mention "the blank box" to be easy for the new players/non-English speakers! I am sorry if I have confused you🙏

Thank you for providing all the details, with regards to the issue.

Are you experiencing this issue on Windows 10? Are your Android devices working fine? Or is it on all the devices?

Edie_not_Eddie

Yes, the issue is with Windows 10. Android devices (phone and tablet) have the same issue.

PummyRaj

https://community.king.com/en/candy-crush-saga/discussion/comment/3010995#Comment_3010995

That is odd @Edie_not_Eddie! I thought it might has been a bug! Because we usually experience this issue on a single device! But, you are having this issue on all 3 devices🤔

Edie_not_Eddie

Thank you very much for trying to help me.

Edie_not_Eddie

Hi PummyRaj, I haven't heard anything regarding my issue for 4 days. Should I just keep waiting? Does Player Support take multiple days to reply?

PummyRaj

https://community.king.com/en/candy-crush-saga/discussion/comment/3015603#Comment_3015603

Hello @Edie_not_Eddie🤗 Happy Easter🐰

So sorry! I did not get a chance to reply back to you🤦‍♀️

How to clear your app cache on Android

Open Settings on your Android device and tap Battery and device care.
Tap Memory followed by Apps not used recently.
Select an app from the list. ...
After tapping a particular app, select Storage within App info.
Tap Clear cache at the bottom of the screen.

I am waiting for further details from our Community In-charge! If I hear back from them on Tuesday, I will get back to you👍️

Edie_not_Eddie

PummyRaj

https://community.king.com/en/candy-crush-saga/discussion/comment/3015620#Comment_3015620

Thank you for replying back @Edie_not_Eddie!

Please go through with this step only if you are willing! And also, please try it only on one device.

Edie_not_Eddie

You might want to tell PC users who have this problem that "reset" is an option in Windows 10 and that it might allow them to retain their boosters.

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