Why does the app disappear when I try to play level 12697?

Question

The app disappears when I try to play this level.

LoFiGummy · Answer

https://community.king.com/en/candy-crush-soda-saga/discussion/comment/2864020#Comment_2864020

Hi there, when you're playing and you say that the app disappears - do you mean that it's closing down? This may be because the game is crashing. To solve this, please follow the steps below:

* Restart: Force close all open apps and restart your device by following these steps.
* Check for game updates: Check the app stores to update to the latest version of your game if needed and the latest software update for your device.
* Check for device updates: To ensure you’re running the latest software for your device. 
* Check your device's memory. Please ensure you have a minimum of 2 GB of free space on your device.

Removing any unused Apps, pictures and videos can improve game performance. Please read these steps to check your device's memory.

janecrowe · Answer

This is an iPod Air 2. I’ve tried all the suggestions but it’s still not working. Whoops, I’ve just read ‘clear cache’. How do I do this?

Pitty_Kitty · Answer

Hello @janecrowe and welcome to Soda community!

I'm sorry to hear about this.

What is the make and model of your device?

Does the issue persist after checking troubleshooting steps?

* check for Soda and device updates
* check that your device has at least 2 GB of free storage
*  provided you have a King account to save your progress try to log out- close game - clear cache* - restart device - open game - log in and pass any level to make sure you reconnected to the server
* you might need to repeat the steps above 3-4 times

*it depends on on the type of the device. Read all details here.

If you own Android mobile, visit device Settings - Apps - Candy Crush Soda Saga - Storage - Clear Cache. Be careful not to click "clear data" which deletes your boosters

If you own Apple mobile, visit Settings - Safari - Clear History and Website Data

If you own a Kindle fire, check this out

it's not possible to do in Microsoft app on computer