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Connection issues since update
Candy Crush Saga updated automatically on my computer two days ago. since then, I've been having connection issues. I uninstalled and reinstalled the game, which fixed the problem momentarily, but not even half a day later, the problem reappeared. in the meantime, none of the progress is being saved. I've spent way too much money on this game to be having these issues. I also shouldn't have to keep uninstalling and reinstalling the game. it's making me feel like I'm living in the movie Groundhog Day.
Answers
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Welcome to the King Community.
In fact, if you change your Facebook or Kingdom password without logging out the game, the game app will be corrupted and you will find the following error message on your game login page.
If you have such a problem, you need to find the solution by reinstalling the game app after uninstalling. Remember, uninstalling the game app will cause you to lose the unsaved levels and complete booster.
Always log out of the game before changing the account password to avoid such problems.
If your problem is different, let me know with a screenshot of the problem.
Thanks!
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Have cleared cache and browsing history repeatedly. Have uninstalled and reinstalled game several times. These are not the problems. I reiterate, the game itself updated a couple of days ago and the problem started and continues. I'm no rookie with electronics and computers and I'd suggest the code of the game itself is checked. There IS a problem with it. I have NOT changed any password and have made no other changes as well so I highly doubt it's hardware related on this end. The only brief message shown is the screenshot attached, and it disappears rapidly.
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@HEC64 Hi and welcome,
This is the full information from the CM regarding this issue. You seem to have done much of this but this is the only information we have on this at present and if this does not solve your issue. you may need to contact customer support to see if they can help with your issue, but guessing you will probably get same kind of information
The connection issue is still under investigation as this is something we have been unable to reproduce!
We have tested this on multiple devices with different operating systems, with Wifi and mobile data and we can't find the issue.
Disclaimer - What can affect connectivity:
- If you're commuting
- If the area were you're located is not remote
- if you are on VPN
- If your mobile data plan has reached the monthly allowance
So this is what we recommend:
Android - Delete the game app and clear Google Play Store cache:
1) Go to apps and find the app called 'Settings'
2) Locate the menu called 'Apps'
3) Scroll down till you find the 'Google Play Store'
4) From here click on 'Clear data' then clear cache.
Please notice that you will get a warning when clicking the 'Clear data' button - not to worry, it's just a reset.
5) Restart mobile and install the game and try connecting it to Facebook or King account.
Apple devices - Clear Safari cache:
- Disconnect the game from Facebook or King account (if connected).
- Delete Facebook App if you have it installed.
- Clear cache from your Safari: http://www.imore.com/how-clear-stored-website-data-ios-7-safari - (Super important).
- Restart the device and try connecting the game back to Facebook/ King account so your progress can sync.
Windows 10 - Reinstall the game app:
Facebook:
- Try the steps here.
NOTE! Deleting the game app will mean that you will lose any saved boosters, lives your progress made on the Daily Bonus and other extra features.
Player Support will only be able to replace any lost purchased items and if this happens to you, please contact our support team directly from the game app:
- Open the game app
- Select the cogwheel
- Tap on the "?" mark
- Scroll or search for "Purchases and Gold Bars"
- Scroll down to the bottom of the page and hit "Contact Us"
Thank you
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According to your screenshot I can see you are using the old app version. The reason you are not getting the latest version app version even though you have reinstalled app is because your windows have not been updated.
In this case you need to update Windows first then Microsoft Store, when you update the Microsoft Store you will get the latest update version for the app.
However, I want to know your current version of the app to be sure.
