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The bonus video ads won't load on my Samsung Galaxy S9. I just get a black screen with an X

The bonus video ads won't load on my Samsung Galaxy S9. I just get a black screen with an X on the top right corner. I had no problem with them on my S7.
Help!

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Crazy Cat Lad

Hi @marcyx and welcome to our Community!

This thread is from January 2019 and about an old issue that was fixed back then already.

marcyx

Hi, I know this was a while ago but my mum is currently having the same problem so posting on her behalf. She is a loyal candy crush player so is upset this is happening. She loads it up and click on the ads with booster and the screen goes black? I’ve tried everything. Clearing cache, data, uninstalling it and reinstalling also updating everything? Can anyone help:)

firebombmarkus

You are welcome 😊 @Jelloshotgirl If you need something else don't hesitate to ask. You can always go to Home and from there choose the section for a game you play. There are a lot of players who can help you or just have fun chatting with you.

Jelloshotgirl

Thank you!!!

firebombmarkus

Ok, those are some technical stuff we had to check @Jelloshotgirl This is happening for some reason yet unknown, there is an issue with videos for some people and the studio is looking into it and should have it resolved shortly. Just be a little bit patient. What matters is that you still can play game while waiting for fix. Keep crushing and have a wonderful day 🤗

Jelloshotgirl

That's the version I have... 1.142.0.4

firebombmarkus

Can you please check if you have installed the last update? @Jelloshotgirl The last version should be 1.142.0.4

Jelloshotgirl

I cleared the cache and logged out and back in...I tried to play a booster video ad and I still get a black screen with an X on the top right corner

firebombmarkus

You are welcome @Jelloshotgirl Delete just the cache for Candy Crush Saga. This usually resolves most of the problems. You can also try to log out from your account before clearing the cache and log in again afterwards.

Jelloshotgirl

Thanks for the instructions!!!
Do I have to clear the cache in every app? or just Candy Crush?
Thanks!

firebombmarkus

@Jelloshotgirl Great. Thank you for information. You can clear cache this way :

Navigate: Settings > Apps.
Ensure All apps is selected (upper-left).
If necessary, tap the Dropdown icon (upper-right) then select All apps.
Locate then select the appropriate app.
Tap Storage.
Tap CLEAR CACHE.

Let's see if this helps 😊

Jelloshotgirl

Oh, and my old S7 had tons of stuff on it and no space and it works fine on there.

Jelloshotgirl

Hi @firebombmarkus It's a cell phone, how would you clear the cache on a cell phone??? I doubt that's what it would be...It's a brand new phone with nothing on it and tons of space. Thanks!

firebombmarkus

Hi @Jelloshotgirl and welcome to our adorable Community 😊 I am sorry this is happening to you. Have you tried to clear the cache? It might be a memory problem. Please try this and check if you have more than 2GB of free memory.

Have a wonderful day 🤗

Accepted answers

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firebombmarkus

Jelloshotgirl

Hi @firebombmarkus It's a cell phone, how would you clear the cache on a cell phone??? I doubt that's what it would be...It's a brand new phone with nothing on it and tons of space. Thanks!

Jelloshotgirl

Oh, and my old S7 had tons of stuff on it and no space and it works fine on there.

firebombmarkus

@Jelloshotgirl Great. Thank you for information. You can clear cache this way :

Navigate: Settings > Apps.
Ensure All apps is selected (upper-left).
If necessary, tap the Dropdown icon (upper-right) then select All apps.
Locate then select the appropriate app.
Tap Storage.
Tap CLEAR CACHE.

Let's see if this helps 😊

Jelloshotgirl

Thanks for the instructions!!!
Do I have to clear the cache in every app? or just Candy Crush?
Thanks!

firebombmarkus

Jelloshotgirl

I cleared the cache and logged out and back in...I tried to play a booster video ad and I still get a black screen with an X on the top right corner

firebombmarkus

Can you please check if you have installed the last update? @Jelloshotgirl The last version should be 1.142.0.4

Jelloshotgirl

That's the version I have... 1.142.0.4

Thank you!!!

Hi @marcyx and welcome to our Community!

This thread is from January 2019 and about an old issue that was fixed back then already.

Welcome! 👋

New here? Sign in or create an account to join the fun.

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