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🎯 Help us imagine new Candy Crush-Themed Products and a chance to win Gold Bars 🍭 - Join Now
problem with candy crush on cell and computer
Hello,
On my cell and my computer candy crush start to open correctly and then the screen is gray and I can't access the game. Om ny computer I can delete the history of navigation but it's not working each time and on my cell I have to close the app and reopen it. I saw other people have the same problem and nothing on the help center help or talk about this problem so please send a solution.
Thank you
Answers
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Hi melwo, sorry, I cannot help you with the grey screen issue, but, if you are told by the Help Desk (or anyone else) to uninstall/reinstall, or reset the game be aware you will lose any Boosters, Power-Ups, Gold Bars, and any progress on any contests, and continuous days played streaks. If you can get far enough with the game loading take screenshots of any of these items you may have, and they may reimburse for them.
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Hello @melwo🤗 Hearty Welcome to our sweet King Community!
I am sorry to hear you are having an issue in your game!! Thank you for informing us that you have tried to play the game on all the browsers! The game being in "cell" size, is because the Candy Studio has changed the look of the game. It will look like as if we are playing on a mobile device, even when we are on the laptop - browser version.
I need few more details... What is the model of your cell phone? And which version do you have right now? You said you had to close the game and reopen it on your cellphone! Does it work when you reopen?
Does your laptop has Windows 10/11? If so, can you try to download the game through Microsoft store and see if it works there - without Grey screen (just to check)!!
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Hello,
Thank you for your answer, so here is a screenshot of what happen each time a game is over :
there's a little glintch and then the screen turn like that and I have to close the game, reopen it and it works for 1 game and then it does the same thing. I have my phone, a iphone SE next generation and it never happened before just since the problem happened on my computer.
For my computer if I erase the hostory of navigation and the game charge in older mode (not the one with the grixxly in the wood with a basket) it works but when it's with the new update, it doesn't work, the game charge, the first images work and then it trun gray as my other sreecshot shows and i can't do anything! I have Windows 11. Yesterday I try to download the app on my computer but it never opened!
Please help!
Also, to let you know, the cell mode on computer is not optimal, it's small and you can see well, even more when you have problem with your eyes as I have !
Thank you for your help!
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So to let you know ! I arrived to open the app on my computer and after one game here what happened
???
There is a problem on all the devices I use ... Does it something in Canada ?
And for your info, on my cell when candy crush open with a "watch a video" offer floating above the game, the screen turns gray immediatly and I can't play!
Thank you
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Hello dear @melwo 🤗 Good Morning!
Thank you for providing more details about the issue you are experiencing! And also, downloading the App and checking there 👌
I will have to report this issue to our Candy Community In-charge and see what they say? I will need few details please…
You are playing on a computer - both browser version and the App version;
Cell phone — is it an Android or Apple brand?
I need you to check the version number. Please let me know if you need help to find that;
And finally, your game ID number —> How to find your Game User ID on mobile devices and the Windows app check here and on Facebook like this. You can check just one of the devices as your ID number will be same on all devices 👍
Talk to you soon and have a great rest of the day🍫🍫
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Hello,
Thank you very much for your help,
my phone is an Iphone SE next generation, but I have it for a year and it's only since yesterday that the issue happened on all my devices and any matter how I play on the app on my computer and cell on throught a browser, Chrome, Edge and Avast.
My ID is : 1831415993
I really hope you will be able to find a solution.
Waiting for your help
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Thank you very much for reaching out to us and letting us know about this issue. We have advised our Player Support team about it who will investigate this issue with the Studio.
At the moment we have no solution for this so we ask you to keep an eye on the game and do not delete the game app as this will make you lose your saved up lives and boosters.
Once we know more, we will reach out to you all 😉
