What to do when the game freezes?

Question

Now it happens 10-20 times a day, what to do in this case? Who has the same problem?

Colorbomb_Collector · Answer

Hi there, welcome to our Community @Busin

I’m sorry your game continues to crash/freeze randomly while playing. I understand how frustrating this can be.

I want you to know that our studio team continues to monitor and investigate the issue. Despite this, we have not been able to reproduce it.

I’d also like to give you a small suggestion to avoid this type of technical issue from occurring. Our developers suggested restarting the app when you have long continuous sessions of play (more than 30 mins.), to prevent these random crashes/freezing issues. When you pass a new level, or you are on the game map, do a quick restart of the game app (completely close and reopen it).

We recommend that players always ensure they have the most recently available operating systems for their devices, as our games are designed to maximize performance based on these.

To check and download the latest operating system for your device, please check here:

* Apple devices:

https://support.apple.com/HT204204

* Android:

https://support.google.com/android/answer/7680439

* Kindle: https://www.amazon.com/gp/help/customer/display.html?nodeId=200529680
* macOS:

https://support.apple.com/en-us/HT201541

* Windows 10:

https://support.microsoft.com/en-us/windows/install-windows-updates-3c5ae7fc-9fb6-9af1-1984-b5e0412c556a#windowsversion=windows_10

* Windows 11: https://support.microsoft.com/en-us/windows/install-windows-updates-3c5ae7fc-9fb6-9af1-1984-b5e0412c556a#windowsversion=windows_11

However, please note that due to natural, technological progress over time, it is possible that our games can no longer perform as originally intended on certain devices.

In the meantime, there are several steps that other players have followed which have improved their playing experience:

* Close (not minimize) all background apps while playing
* Power off and restart the device 
* Keep at least 2 GB free

These steps may not work for everyone, so until you can enjoy the games on a different device fully, you are always able to play most of our Saga games on a computer via the Candy Crush Saga Microsoft Windows app or on Facebook through your Browser (Chrome, Mozilla Firefox, Edge, Opera, etc.).

I understand this may not be the most satisfactory reply, and I want you to know I've passed your comments onto the Technical team.

Your feedback is important to us and will be a great help. Have an excellent day!