Booster videos won't play on iphone

Elaine_GElaine_G Posts: 4

The option comes up to watch a video to receive a booster but the video will not play it loads with a black screen and the only option is to 'X' out of the ad to proceed.

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Answers

  • ElsaElsa Posts: 16,440 Superstar

    Hi Elaine, I haven't seen any other posts here on this yet.  Which mobile device are you using to play the game?  What model and is your operating system up-to-date?  Also please make sure that you have the latest version of Saga - it should be 1.138.0.  I will keep my eyes open here in the next few days to see if this is a new glitch starting.

    You can find out more about our Superstars here

    ********************************************************
    Please  take note that if you are playing your game on a mobile device all boosters and lives are saved to that device so that you can play the game when you are offline.  Please do not accumulate them because any updates, crashes or device changes can cause these items to be lost.
    ********************************************************

  • Elaine_GElaine_G Posts: 4

    Hi Elaine, I haven't seen any other posts here on this yet.  Which mobile device are you using to play the game?  What model and is your operating system up-to-date?  Also please make sure that you have the latest version of Saga - it should be 1.138.0.  I will keep my eyes open here in the next few days to see if this is a new glitch starting.

    Hi Elsa, i am using an iphone 7 but i do have a software update pending so i will try that tonight. How do you check what version of Candy Crush you are using?
  • Elaine_GElaine_G Posts: 4

    Hi Elaine, I haven't seen any other posts here on this yet.  Which mobile device are you using to play the game?  What model and is your operating system up-to-date?  Also please make sure that you have the latest version of Saga - it should be 1.138.0.  I will keep my eyes open here in the next few days to see if this is a new glitch starting.

    Hi Elsa, i did a software update last night and i am using Saga version 1.138.0 but the issue has not been resolved. Please can you investigate. It is on level 2532.
  • Christine_ArgueChristine_Argue Posts: 8
    edited December 2018
    I have the option to Watch Ads on my iPhone X and my iPad...they work on the iPad but when I try to participate on my phone I get nothing but a black screen and no rewards because nothing ever played.  Help!  I miss the extra support for my game on the iPhone.
  • ElsaElsa Posts: 16,440 Superstar
    Hi @Christine_Argue, are you referring to the video that you would click on when you are at a specific level?  Are you clearing the history daily on your phone?  Clear the history now and then shut down your phone.  Wait about 10 seconds and then reopen it and then open the game.  Let me know if it starts working for you.  Only one other player reported this happening but I'm not sure if it's a new glitch starting.  I will keep my eyes open here for the next few days and if anyone else reports it I will then elevate it to the community manager and she will notify the studio about this.
    You can find out more about our Superstars here

    ********************************************************
    Please  take note that if you are playing your game on a mobile device all boosters and lives are saved to that device so that you can play the game when you are offline.  Please do not accumulate them because any updates, crashes or device changes can cause these items to be lost.
    ********************************************************

  • I have cleared the history/cookies and restarted the phone, it doesn’t help.  The phone is relatively new and when I first opened CC on it, the videos for rewards and extra lives were working, but then they just stopped.  The link to the video works but just brings up a black screen with an X at the top right and stays that way until I press the X to return to the game.  No rewards or lives are given.
  • ElsaElsa Posts: 16,440 Superstar
    I don't think it will be a priority change for the studio since only 2 of you are having this glitch out of how many million players?  You've done everything that you can do for the phone so maybe it's best to play on your iPad for now.  I also have the iPhone and iPad and I am finding that sometimes a challenge could be on one but not on both.  I just play where I have the challenge.  If I see more posting about this, I promise that I will elevate this further.
    You can find out more about our Superstars here

    ********************************************************
    Please  take note that if you are playing your game on a mobile device all boosters and lives are saved to that device so that you can play the game when you are offline.  Please do not accumulate them because any updates, crashes or device changes can cause these items to be lost.
    ********************************************************

  • Anton123Anton123 Posts: 2
    My freebie ads aren't working either. 
    I'm on android though  
  • ElsaElsa Posts: 16,440 Superstar
    Hi all, I am going to forward this to the Community Manager and maybe the studio will be able to find a quick fix for it.
    You can find out more about our Superstars here

    ********************************************************
    Please  take note that if you are playing your game on a mobile device all boosters and lives are saved to that device so that you can play the game when you are offline.  Please do not accumulate them because any updates, crashes or device changes can cause these items to be lost.
    ********************************************************

  • CezdiamondCezdiamond Posts: 6,520 Community Manager
    Thanks everyone for sharing, we have seen a few cases of this problem and our game team are looking into this. 

    Sorry I cannot share a workaround in the meantime. 

    Thanks! 

    Got a great Candy Crush Saga tip for players? Share here to have your idea featured and win Gold Bars!

  • SmoldieSmoldie Posts: 8
    I have the same problem, iPhone X-Max...!!! Black screen with x in top right corner but no Ad to watch 😏
  • JCLMJCLM Posts: 5
    I don't get booster videos. I have a android and I did a system update and I updated the saga. My bf so has an android and he get a booster videos.
  • nolinnolin Posts: 2
    I have the same problem with the booster video not playing.  Game is version 1.140 and my phone is a Samsung S9. Has anyone figured out to correct this? 
  • BlacklrBlacklr Posts: 7
    No I am having the same problem and playing on an IPad tablet and have reported but with no resolution. 
  • twinbiysplus2twinbiysplus2 Posts: 3
    Same thing happens to me. Running most up to date version.  Can’t get boosters, extra lives, extra spins.  Only get a black screen with an x in the top right corner.  Annoying.
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