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New Year - New device? 📱 Check out how to sync it! Android 🤖 | Apple 🍏
Candy Royale connection issue - please help
Having this issue lately with Candy Royale. It pops up, I tap start and a message pops up saying "connection issue. Pls restart or try later. Pls don't reinstall or delete the game." Why is this happening?? It seems like it is a it synching correctly or something. The tier that pops up is the wrong tier. I'm in the top tier and whenever this happens it's very lowest tier that shows up before this message comes up.
Logging out, force stopping, logging back in, restarting the device, none of this works.
Someone please help and answer me this time? Thanks.
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Answers
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Hi @Aries2020🤗
I am sorry to see that you have been experiencing various issues with Candy Royale feature!
Are you experiencing these "connection" issues since this past week/past 3 or 4 days? If so, it could be related to the connection issues many players have been experiencing!
I remember you play the game on multiple devices. Is it the same on all those devices?By any chance, did you take screenshots of those error messages? Can you please post those for me to show to the Community In-charge?
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I'm having them when signing into specific accounts and each week it's different. First time was about a month ago and it's been a regular issue since. Which account shows this message depends on the day. This weekend since Thursday I'm having it on my android tablet and my windows pc mobile. What happens is, Candy Royale either doesn't pop up at all OR I have to log out and log back in multiple times for it to show up, but when it does show up, it thinks I'm starting at the very bottom tier which is incorrect, so immediately I see that there is a sync issue somewhere. Once I tap the start button the attached message pops up. Then it disappears again.
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Hey @Aries2020 , hope you're doing well. I'm sorry about these issues you're experiencing with Candy Royale. Could you please try the following steps on your Android device?
- Close all apps and restart your device:
- You may need to tap Restart > Restart.
- Check and update your Android version and the game app
- Temporarily free up space by clearing app's cache. This is a short-term solution. Over time, cached data will build up again. To clear cache, please go to Settings > Apps > Candy Crush Saga > Storage >"Clear cache" *ONLY*
- Sync your device with Google servers:
- Open your phone's Settings app.
- Tap System Date & Time.
- Turn off Automatic Time Zone and Automatic Date & Time.
- Change the date and time to be incorrect.
- Turn on Automatic Time Zone and Automatic Date & Time.
- Make sure that you have sufficient memory on your device. We recommend having at least 2GB free - to check this see this link
- If possible, log out from your account in the game.
- Delete your Facebook and Messenger app.
Now, this next step is really important: I need you to log out from your Google Account:
- Access your Google Play Store
- Select your Profile picture in the top right corner
- Tap on the account currently sign in or tap on the triangle icon next to it.
- Tap on Manage accounts on this device
- Select the desired Google account and tap on Remove Account (Google)
That will not delete your account, it will only erase it from your device which you can then easily re-add later from this screen.
After you do that, would you be so kind as to:
- Restart your device (turn it off for a few seconds and then back on)
- Log back into your account in Google Play Store by following the above steps but this time adding your Google account back.
- Update your game. You can check if yours is the latest version by searching for the game app in the Play Store.
- Log back into your Facebook/King account in the game.
This should work, but if not, do let me know. Have a great day!
2 - Close all apps and restart your device:
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Thanks for all that. I have already done all of this. Yesterday, one of the two accounts that wasn't working did finally work. Today it worked too. I just opened my Windows PC game and it also finally worked. Now, my other account on Android today, while Candy Royale did work, it once again dropped me down to the middle tier. I've been in the top tier all the time including the Elite 25 level challenge yesterday which I completed. Today, it wants to start me off at the middle 10 level tier. This happens a lot right after the Sunday elite challenge. The next day, some of these accounts will randomly drop me most often, to the bottom tier. Today, to the middle tier. So weird.
Thanks so much for your help and providing all of the steps above. I will try them out the next time CR messes with me. 😊 😊
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@Alex_The_Witch These steps sound really interesting and different from the usual advice given out by King. Could you please post a corresponding run trough on how to fix these issues for Apple devices? I do still have a problem to synch my player account on iPhone and iPad.
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So…I tried posting a question about Candy Royale once again randomly dropping me down one tier everywhere for no reason and once I posted my question, I got a message that said my post will be up once it is approved. What is that? We can't ask a support question anymore without having someone first approve it?? It's been 2 hours and my post still isn't up btw. Since you guys were the last nicest people to help with candy Royale issues and since I clearly can no longer ask the general support community anything, I'm hoping you might help. This happens frequently right after elite challenge ends. The very next day, either Monday or Tuesday (depending on the device) regular CR drops me down at least 1 tier. It's done this almost everywhere in this week yesterday and today. All on Android. I am always in the top tier and I finished all of the Elite levels in the top tier on Sunday and yesterday. Today, I'm starting at the 10 level tier suddenly. Why? Does anyone know? Thank you.
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For no reason. It usually happens right after the Elite challenge ends. It just drops me down 1 or 2 tiers for no reason even though I always finish in the top one. Today, it happened with regular candy Royale. Yesterday I finished the top 12 level tier. Today, it opened at the middle 10 level tier. Why? Why is this happening?
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Oh, no @Aries2020! I am sorry to hear that😕
Let me ask our Game Expert team and see if they have any suggestions on this!
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Thanks. When I posted this same question on Tuesday, I got a message saying my question would need to be approved before it could it be posted and it's still not up. Most of my accounts dropped me down to the middle 10 level tier on Monday and Tuesday once the Elite challenge ended. And today, the regular CR also did the same thing. I don't get it. Thank you for your help, as always.
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