⚙️ Under Investigation: Ads freezing, black screen or rewards not received on Android devices!

QueenB

New Update: 31st August

The Ads issue affecting Android devices has now been fixed!

Update - August 21

The issue is still under investigation, and unfortunately I don’t have a fix or further news to share just yet.

From the reports we’re receiving, we’re seeing many cases from players using Android devices, including Samsung and Google Pixel devices. The team is continuing to investigate what is happening and working to resolve the issue as soon as possible.

Hi everyone 👋

We’re currently investigating an issue affecting some players when watching ads in Candy Crush Saga.

You may experience one or more of the following:

• The ad freezes or gets stuck
• The screen turns black or does not continue
• The close X does not appear or does not work
• Candy Crush Saga closes or needs to be restarted after watching an ad
• You finish watching an ad, but the promised reward is not added

In some cases, this can unfortunately interrupt the level you are playing and may result in lost progress, a streak or a reward.

Our teams are aware of the reports and are currently investigating. 

We don’t have a confirmed fix or workaround to share yet, but we’ll keep this thread updated as soon as we have more information.

Help us investigate 🔎

If this happens in your game, please reply below with:

📱 Device
🎮 Game version
🌍 Country
📺 Ad name or brand if you can see it
⏰ Approximate date/time: when it happened
📝 What happened: black screen, frozen ad, no close button, missing reward, game restarted, etc.

A screenshot or short video is especially helpful, if you’re able to capture one.

If the ad opens a website or app-store page, you can also tell us which advertiser or website it opened.

Please do not reinstall the game while trying to fix this issue, as reinstalling can remove Boosters that are stored locally on your device.

We know this is especially frustrating when you’ve watched the full ad expecting extra moves or another reward, only to have your game interrupted instead.

Thank you for reporting what you’re seeing and for helping us gather information for the team. 💛

We’ll share updates here as soon as we have them.

QueenB

Update: About new ad reports!

The issue covered in this thread was a specific technical incident that was mainly affecting players on Android devices, causing ads to freeze, show a black screen, close the game, or prevent rewards from being received.

That incident was investigated by the team and was confirmed as resolved on August 31.

We understand that some players may still experience problems with individual ads, such as an ad being too long, getting stuck, opening another page, not closing correctly, or causing the game to restart. These reports do not necessarily mean that the previous Android issue has returned, as individual ads can sometimes have their own technical problems.

If you are still experiencing an issue with an ad, please report it through Player Support from your game.

This is the best way to report individual ad problems because Support can collect the information connected to your game and the affected ad. It also helps the team track the number of reports and identify if several players begin experiencing the same problem.

When reporting an ad, please include as much information as possible, such as:

• the name of the ad or advertiser
• what happened when you watched or tried to close it
• a screenshot, if possible
• how often the problem happens

👉 How to report an ad in your game

If we identify another wider issue affecting a larger group of players, we’ll of course share a new update in the Community.