No internet connection

Llemica

Since yesterday it says no internet connection even though I do have internet and even tried using it without internet. Any idea how to solve it?

Elsa

Hi @Llemica, where are you playing the game?  Facebook?  The Kingdom?  Are you playing on a mobile device or computer?  I am going to ask you to please try some troubleshooting from the links below to see if that helps.

Browsers

https://community.king.com/en/candy-crush-saga/discussion/218696/web-browser-update    

IOS

https://community.king.com/en/blog/discussion/246638/is-your-game-crashing-on-an-ios-device

Android

https://community.king.com/en/blog/discussion/234676/is-your-game-crashing-on-an-android-device

Llemica

I’m playing it on my iphone and I have tried all the topics in FAQ prior to contacting you guys because none of those worked for me. I can try and delete the game but, since as of now it says “no internet”, I’m afraid all progress will be lost. I can’t even log with Facebook to save it.

Llemica

Thank you

Elsa

Don’t delete the game on a mobile device because you will lose all boosters and lives.  They are only saved to that device.  It looks like it can’t load the challenge according to the print screen but are you able to open the game?  I am only on my mobile device so I can’t access my files but wanted to answer you.  Please give it a few hours and then try again.   I will look for your response when Zi am back online in the morning.

Llemica

I can play yes but most features are unavailable. I will wait for sure but it’s been 3 days already. Thank you for your response I appreciate it. I’m sorry to bother 

Elsa

Hi @Llemica, you don't have to apologize because you are not bothering me at all.  I love coming here to help the players with their issues.  What features are you talking about?  I think a lot of the games are having issues with the challenges so they might have been taken off the game while they try to work on them.

Llemica

I can’t even buy boosters because it says I have no internet connection. It’s been 4 days now and it’s still the same.

Elsa

That is strange that you can play the game but you can't purchase anything.  I am going to tag @Xarly who is the Community Manager for this game.  Perhaps he can give you some ideas because I'm not sure what else to offer you. 

Llemica

Thank you I really appreciate it. Sorry again for any trouble 

jenreed23

Hi. Did you find a resolution to this? I'm having the same issues on my Android. Screenshots shared above are identical. I have wifi connected and am online on other King games. 

Elsa

Hi @jenreed23, I haven't heard anything yet.  I tagged the Community Manager but he might be very busy.  Please try the troubleshooting that I wrote above and get back to me to let me know if you see a change.  He's going to ask you to try that first anyway so let's see what happens.

jenreed23

Thank you Elsa. Yes, I've checked all troubleshooting options besides uninstalling since I'm unable to back-up my progress. I've checked for updates and restarted my device several times. 

jenreed23

My game isn't crashing, it just won't connect to the internet. I can play offline. It's been several days. 

Elsa

Are you playing on a mobile device?  What model and what year?

jenreed23

Yes, a Samsung Galaxy S9. I've been playing the game on it for about 8 months.