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jb222
jb222 Posts: 8

Level 2
in Support
hello my game will not load at all. I have enough storage. Sometimes I get a black screen when it comes up. Also when I played last night, or tried to it took me to level 200’s and I was on level 2308. How can I get it to reload or even start working again?

Answers

  • PummyRaj
    PummyRaj Posts: 44,294
    Hello jb222,

    A Warm Welcome to the King Community, where you can seek Answers / Suggestions from your fellow players, in any King Games' Sections :)

    I am sorry to hear that you are having issues in your game!!  Would you mind if I ask few questions for my clarification?
    * Can you please tell me on which device you are playing the game? 
    * You said you played last night... so, you did not have this issue of "Black screen" while you were playing?
    * Is it just your Avatar moved to level 200's or you lost the level progress too?  Different solution for both as they are different..
    * Can you please post a screenshot of the map where your Avatar is showing? So that, we can understand better and guide in a proper way without much confusions =) 

    ** TO write back, please tap on "Type your Comment" box and tag me with @ and my name (without space), just like how I wrote your name above, so that I will receive immediate notification!  

    Hoping to hear from you soon!  Have a nice day/evening :+1:
  • jb222
    jb222 Posts: 8

    Level 2
    @Pummy_Raj  
    I play on my ios 8 plus. The night before I opened the game and it opened at some level in the 200’s. I was on level 2308 though. It still allowed me to move to different levels but I didn’t feel like taking myself to the current level I should have been on so I just closed the app out.
      This morning on 3-1 I could not open the app it just keeps saying it is loading. I would then close the app and try to restart and would get the black screen a few times. 
    I checked and made sure I had enough storage and it was a little low so I cleared some space on the phone and then when I pulled the game back up I could see it was back at correct level but still could not open app- and I could only see that it was at the right level when I had all screens in view but ready to close it out. Hope that makes sense. 

    I then logged into my iPad and was able to play late this morning, so the issue is with the iPhone. I cannot post a a pic from my iPhone with correct level bc it won’t load. I can send a pic from my iPad though. 
  • jb222
    jb222 Posts: 8

    Level 2
    @Pummy_Raj
  • PummyRaj
    PummyRaj Posts: 44,294
    Hello again @jb222, 

    First of all, Thanks a lot for your immediate detailed reply :+1:  

    By looking at the screenshot from your iPad, I understood that you have not lost any level progress, which is a very good thing =)  After reading entire details, it looks like the issue is with Device memory only!!  By any chance, did you take a look at the version you have right now?  I also play on iPad and Android phone.  I can see the version update information only on my phone.  

    To look for it, you do not have be in the game.  Go to "Google Play Store" (hope that is what you have on your iPhone) --> select the game -->  You should see the options "Uninstall" and "Play".... do not select "Play", but scroll down a little where you can see the version you have right now.  Note it down and write it here.  

    As per the Black screen, let's try some basic trouble-shooting steps.  I am inserting few links which are very useful with such kind of issues.... 
    1) https://community.king.com/en/candy-crush-friends-saga/discussion/177505/game-keeps-freezing-or-crashing-what-should-i-do#latest
    2) https://community.king.com/en/candy-crush-friends-saga/discussion/177472/im-having-technical-difficulties-with-my-apple-device-which-ones-work-best-with-king-games#latest

    Please try those and see if the issue gets resolved.  Please let me know the result either way and we can look into it more further.  

    Hoping for the Best & have a nice day/evening :+1:
  • jb222
    jb222 Posts: 8

    Level 2
    Thank you for your fast reply! Here is a picture of neeest version 
  • jb222
    jb222 Posts: 8

    Level 2
    @Pummy_Raj

  • jb222
    jb222 Posts: 8

    Level 2
    @Pummy_Raj
    i just read the links you sent me and I read them this morning and did everything it asked me to do. I rarely turn my phone off so that could be a problem. I did turn it off this morning several times while trying to troubleshoot. My storage is fine as well. My iPad game is up to date but I would rather have the game on my phone. Should I delete the app and reinstall it? I hate to lose everything 
  • jb222
    jb222 Posts: 8

    Level 2
    @Pummy_Raj
    ol I hate to bother you again but I went to close out all my apps and it did the same thing as this morning, showing the correct level but when I click on it , It takes me to the orange background that says loading. 
  • jb222
    jb222 Posts: 8

    Level 2
    @Pummy_Raj this was just a level I played on last evening bc it took me so far back correct level is in previous picture
  • PummyRaj
    PummyRaj Posts: 44,294
    edited March 2019
    Hello again @jb222,

    Thanks a lot for providing all the details & explaining in clearly :+1:  Do not feel that you are bothering me at all.  We are here to help other players like us.  What was the date it mentioned of the "Last Update".  Like you said, your iPad could have been all set with latest updates but phone might not!!   And, I completely agree... I too like to play on my phone as much as possible =)

    I had this issue with Farm Heroes Saga recently.  It was not solved until I deleted it and re-installed it!!  Now, I have all the updates and latest version.  I know, loosing our saved up boosters is the big issue with Re-installation.... but, you can enjoy the game again without all these bugs!!  Since you have done everything that was suggested in the "Trouble Shooters", all that left is "Re-installing".... you can gain those boosters again for sure.  But, try not to save up too much because this kind of issues keep arising with mobile devices  :o

    There is a new feature called "Mr.Toffee's Fair" in the game now.  It is not available to everybody hence, I do not have it.  I heard that it is a great way to earn boosters as you will be playing with a team and all the players in that team will gain rewards.  If you do not have it yet, the Re-installation might bring that up for you (just like I got new features on my Farm Heroes game)!  

    Here is a link to know more about that https://community.king.com/en/candy-crush-soda-saga/discussion/252010/new-feature-mr-toffees-fair#latest

    Hoping for the Best & wishing that you will enjoy the game on you phone soon!  Please feel free to write back and ask / clarify more.  No worries.... I will check them tomorrow though.  It's past midnight for me =)

    All the Best & have a nice day / evening  and a great weekend :+1:

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