Candy Crush Saga

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Extra Help when not completing a round ...

when receiving extra help after a loosing round ~ i will accept and get prompted to watch the vidoes … videos will not load and i loose the extra help boosters and unable to clear the board … this is frusting when all you need is to clear 5 tiles to move on to the next level …

any idea as to why this is happening … its far too often and im loosing out on proceeding…

additionally ~ this also happens when accepting a streak challenge and then i loose all of my gold bars and bounced out … WTF !!!

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MountainMom

Hello @TPane and Welcome to this King Community!

Sometimes an issue that a player experiences is related to their device rather than the game. So, we first suggest trying the following troubleshooting tips to maximize the chances of the game running more smoothly for you:

Internet: Ensure you have a strong and stable Internet connection.
Updates: Check the app stores to update to the latest version of your game if needed, and the latest software update for your device.
Memory: Do you have sufficient memory on your device? We recommend having at least 2GB free. If you have less than this be sure to free up some memory to enable the game to run as smoothly as possible.
Cache: Clear your game cache. Do NOT clear your game data -- that is where your boosters are stored.
Restart: Force close all open apps and restart your device. Leave it switched off for at least 10 seconds, then turn it on again.

If these steps do not solve your problem with video ads, let us know.

Accepted answers

All comments

MountainMom

Hello @TPane and Welcome to this King Community!

Internet: Ensure you have a strong and stable Internet connection.
Updates: Check the app stores to update to the latest version of your game if needed, and the latest software update for your device.
Memory: Do you have sufficient memory on your device? We recommend having at least 2GB free. If you have less than this be sure to free up some memory to enable the game to run as smoothly as possible.
Cache: Clear your game cache. Do NOT clear your game data -- that is where your boosters are stored.
Restart: Force close all open apps and restart your device. Leave it switched off for at least 10 seconds, then turn it on again.

If these steps do not solve your problem with video ads, let us know.

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