SuddenApp crashes and returns to the home screen

sebs

The app on the iPad mini suddenly crashes and does not load. The app and iPad are updated and there is enough storage. 

sebs

I have done all your trouble shooting tips but the app still does not load. I do not want to delete it and lose all the data. Help!

Elsa

Hi @sebs, have you check out this link yet?  

https://community.king.com/en/candy-crush-soda-saga/discussion/244220/game-keeps-freezing-or-crashing-what-should-i-do

sebs

Hi Elsa, thanks for getting back to me so quickly. Yes, I have tried all of that. Restarted ipad, freed up storage space, off loaded app and reinstalled it. Is this a storage issue? My ipad shows more than 2GB available. The ipad is up to date and I recently updated the app as well. Soda works just fine. I don’t want to delete it because I don’t want to lose my progress. I don’t play through facebook. 
Help!

Elsa

If you delete it then King can get your progress back.  But if you uninstall it then you will lose all boosters and lives because they are only saved to your device.  If you tried everything else then all that is left is to uninstall and reinstall again.  But to get your progress back you need to have either a Facebook or Kingdom account because they need a Kingdom account to add it too.

sebs

I created this account so is this my Kingdom account? I don't remember the exact level I was on (over 2200 level) and since the app won't load I can't open it to see. Do you have access to my account? I am hesitant to delete the app because I don't want to lose my progress. Please advise.

Elsa

I am back on my computer again.  Click on this link: https://soporto.king.com/contact and complete the contact form.  They will manually go into your account to get your progress back.  You don't want them to load your progress back on to an account that crashes.  So do a print screen of the boosters that you have now.  Then uninstall the game and reinstall it.  Then complete the contact form and have them get your progress back.  You can give them a copy of your print screen and tell them that you had to lose all your boosters but that I had suggested you do this.  If you cannot get any of those boosters back from them, then please let me know and I will notify the Community Manager to offer you some help.

sebs

I just submitted the form. I don't know the exact level I was on and the boosters since the app won't open. I know I was way over level 2200 but I'm not able to take a screen shot of the boosters since the app won't load. I need help with the app since it crashes and doesnt load anymore.  I can't access the game or profile. 

sebs

This is as far as the app allows me to go. As soon as it gets to this screen it crashes and returns to the home screen.

Elsa

Ok uninstall the game and reinstall it.  At least you'll be able to start playing the game again.  Let me know if you hear from the contact form.  By tomorrow if you don't hear anything please let me know and I will send your message to the Community Manager.

sebs

I off loaded and reinstalled the app but it still crashes. Do you mean delete the app? If I do that I will lose all progress and I was on a very high level.

Elsa

I told you that we can get your progress back.  Wait until tomorrow to see if you hear from that contact form.  Check back in with me tomorrow and let’s see if you hear from them.

sebs

Hi Elsa, I never heard from anyone regarding my contact form. My app still doesn't load and I'd like to play the game again:)

Elsa

Hi @sebs, today the office is closed so let's wait until tomorrow to see if you get a response ok?

sebs

Ok thank you

Elsa

I just realized that the Community Manager won't be back in the office until next Monday so you will have to wait until then to get an answer from him.