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Why did my screen go black after entering a level?
Hi there! @kiara_wael @PummyRaj
I'm passing by this area to report a problem that is happening, when I was calmly playing the other previous levels of the map, simply when I enter a specific level, I see a completely black screen without any warning/information that the game did not respond to me when I enter a level, and this problem happened "twice in a row" on June 16th and yesterday. I'm showing you moderators in this screenshot below which is a simple black screen and nothing that matches the level. ποΈ
And nothing that happens when I enter my game, but rather the specific level of the Candy Crush map.
Could you check what is happening with this black screen in my game?
Thank you and I wish you a great weekend!
2
Answers
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Hi John @JONH10π€ Happy Sunday to you (or is it Monday already?)!
I am sorry to hear about the glitch in your game!
I need a clarification please! Is it a specific level that you are getting stuck with this Black screen OR is it every level?
If it is a specific level, can you please tell me which level it is and also which device you are using?
I guess you will replying back in few hours! Have a great week aheadπ«π«1 -
Hi there, @PummyRaj! Today is Sunday indeed. ποΈπ
Yeah, I have a clarification that maybe you can see what happens with this black screen, and also something else that ends this afternoon. However, I was playing Candy Crush Saga on the PC version.Is it a specific level that you are getting stuck with this Black screen OR is it every level?
In fact, it's not all the levels on the map, but rather, some levels that I have no way of knowing when this black screen appears in my game and here's my screenshot below from the PC version: ποΈ
If it is a specific level, can you please tell me which level it is and also which device you are using?
Of course, the level is "262" and my device is: Samsung Galaxy A22.
I hope you understood my clarification! ππ2 -
Thanks a lot for replying back and clarifying John @JONH10π€
Is level # 262 giving you Black screen on both Facebook browser as well as on your Samsung phone? Or just on Facebook?
If you are having this issue on your phone also, can you let me know the App version you have right now?
Thank youπ«π«
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You're welcome, @PummyRaj!! π
Is level # 262 giving you Black screen on both Facebook browser as well as on your Samsung phone? Or just on Facebook?Not only in the Facebook browser that I was playing since yesterday, I meant that the PC version was that I had downloaded Candy Crush Saga from the "Microsoft Store" and then it comes to the compatible version on my Samsung phone.
If you are having this issue on your phone also, can you let me know the App version you have right now?
Here is my recent version of my CCS game: "1.280.0.1"!2 -
Thank you for replying back and patiently answering my questions, Johnπ€
I just need one more informationβ¦. your game ID number! With this, I can report the issue to the CMποΈ
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Hi JONH10,
Sorry for the way, we had a Bank Holiday on Monday but we're back now π
To confirm, you are able to open the game and play your current level but if you go back to level 262, the screen goes black and this happens on both your mobile device and when playing on Facebook?
Or does your game go black as soon as you open the game to play?
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Hi there, @QueenB! No problem, you were taking away your Band Holiday moments that you are enjoying. πππ
To confirm, you are able to open the game and play your current level but if you go back to level 262, the screen goes black and this happens on both your mobile device and when playing on Facebook?
Well, to clarify, I can still open my game, but I hadn't played for a while at my current map level. It's not just the specific "level 262" that this problem of the black screen appears, but when I play on the second (previous) level of the map, this black screen simply appears out of nowhere in my game.
It already happened on my mobile device and I hadn't tested it by playing Candy Crush on Facebook if this also happened.Or does your game go black as soon as you open the game to play?
Actually no, it never happened when I open my game that this black screen appears, @QueenB.
So, this was to clarify (better) for you so that you can understand the problem that appeared out of nowhere in my CCS game!
Have a great Sweet Tuesday!! π€ππ
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Thank you very much for confirming the issue JOHN and I will pass this on to the team but seeing that this is not something that is stopping you from playing, we will keep collecting more player reports to gather more details in order to investigate further.
Please let me know if anything changes in the meantime π
Have a Sweet day ππΉ
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You're very welcome, @QueenB!! ππ
I really appreciate that you are doing your great job of helping the various players who are reporting facts/problems the game is causing, but I hope everything is well optimized to face new levels of the Candy Crush Saga!
Thank you very much and I also wish you a sweeter day!! π€π1
