Candy Crush Saga

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Why the game keeps hang up?! Facing almost 5 times today.

the game keeps hanging up these few days and force me to close the app and reopen which caused I lost the change automatically.

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beengng

version 1.322.0.1

ID 1403058506

beengng

QueenB,

how to get back to you privately as don’t want to show the ID in the open forum.

beengng

IMG_0312.png

Thanks, QueenB.

see attached picture.

Yes, this is your point 1 : when matching or triggering a combo.

I only played one time on my phone yesterday and nothing happened.

Thanks in advance.

QueenB

Hi @beengng

Thanks for the details, really appreciate you trying all the steps already 🙏

Since you're on the latest version and using an iPhone 17, this definitely shouldn’t be happening.

I didn’t receive the screenshot you mentioned, would you mind trying to attach it again?

Also, a couple of quick questions that might help us narrow this down:

Does the game crash while you're actively playing (for example, when matching a special candy or triggering a big combo)?
Or does it freeze between screens (like after winning / losing a level/ watching ads)?
Since yesterday, about how many times has this happened?

If we can spot a pattern, it’ll be much easier to escalate this properly.

beengng

Thanks a lot for your reply.

iPhone 17.

Yes, latest version.

It’s appear randomly.

I tried all your recommendations but don’t work properly. Now I only play one time a day as quite ignoring.

Please see attached photo as reference.

QueenB

Hi @beengng and welcome to the Community 😊

To help narrow this down a bit:

What device are you playing on?
Is your game updated to the latest version?
Does it happen on a specific level, or randomly?

If possible, next time it happens, could you take a screenshot right before or after it freezes? That can really help us spot patterns.

In the meantime, I’d recommend:

Fully closing the app (not just minimizing it)
Restarting your device
Checking that you have enough free storage space

Thanks!

Accepted answers

All comments

QueenB

Hi @beengng and welcome to the Community 😊

To help narrow this down a bit:

What device are you playing on?
Is your game updated to the latest version?
Does it happen on a specific level, or randomly?

If possible, next time it happens, could you take a screenshot right before or after it freezes? That can really help us spot patterns.

In the meantime, I’d recommend:

Fully closing the app (not just minimizing it)
Restarting your device
Checking that you have enough free storage space

Thanks!

beengng

Thanks a lot for your reply.

iPhone 17.

Yes, latest version.

It’s appear randomly.

I tried all your recommendations but don’t work properly. Now I only play one time a day as quite ignoring.

Please see attached photo as reference.

QueenB

Hi @beengng

Thanks for the details, really appreciate you trying all the steps already 🙏

Since you're on the latest version and using an iPhone 17, this definitely shouldn’t be happening.

I didn’t receive the screenshot you mentioned, would you mind trying to attach it again?

Also, a couple of quick questions that might help us narrow this down:

Does the game crash while you're actively playing (for example, when matching a special candy or triggering a big combo)?
Or does it freeze between screens (like after winning / losing a level/ watching ads)?
Since yesterday, about how many times has this happened?

If we can spot a pattern, it’ll be much easier to escalate this properly.

beengng

IMG_0312.png

Thanks, QueenB.

see attached picture.

Yes, this is your point 1 : when matching or triggering a combo.

I only played one time on my phone yesterday and nothing happened.

Thanks in advance.

beengng

QueenB,

how to get back to you privately as don’t want to show the ID in the open forum.

beengng

version 1.322.0.1

ID 1403058506

Welcome! 👋

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