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Game days I have no internet connection but I do
The game is telling me that I have no internet connection, so I can't claim rewards or play teams.
I most certainly have an internet connection - I am using it now to write this question! As you can see in the screen shot below
Could you please advise? I have stopped and started the app but it hasn't changed. I am currently playing other games with no issue, including Candy Crush Saga.
Many thanks
Answers
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Hello @Khayem and welcome to Soda community!
Sorry to hear about this. Let's check first if troubleshooting helps
- Do you read a red connection error message ("there was a connection error, try again in a bit") when you visit profile settings in soda app? Let me know if you do have it because you can't log out and log in to your account. You can't contact King Player Support from your app too.
If you don't see this kind of error message, please go ahead and:
- 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
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Please let me know if the issue still persists after checking troubleshooting
Thanks
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Hello @Khayem @sandpritchard
Thanks for tagging
If you do have this red message, unfortunately reinstalling Soda app is usually the effective solution for this problem. On the off chance that doesn't solve it, let me know because Soda Studio would need to investigate this further.
Please keep reading for more infos
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If you see "there was a connection error, try again in a bit" , I can suggest you try this trick to see if it works, it helped me 1 out of the 2 times it happened to me
- force close the app (or make sure it's not running in the background)- switch off your internet connection - start the app but don't click "play" yet - switch on internet connection- then click "play"
If this doesn't work then the solution that is usually able to fix this problem is to uninstall and reinstall Soda app.
This type of error appears when something unknown goes wrong in Soda app, the causes behind it can be various. It could be signalling that the game app got damaged. (This doesn't mean that there's something wrong with your device)
In this state, your game is offline: you can't play normally, save progress and make purchases. You can't contact Player Support directly from your app so they can't look into it.
Unfortunately, uninstalling the app will delete all your boosters (they're saved locally on your device) and recent progress you made while being offline due to this problem. If you have a King/ Facebook account, you'll be able to retrieve all the gold bars and progress you made before this problem arised.
It's not ideal at all but it will allow you to play normally again.
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If you progress is partially or entirely lost after reinstalling the app, create an account if you don't have one already and contact Player Support so they can manually restore your progress on your account:
How to contact Player Support: open soda app - visit settings- click "?" Icon- visit "my game progress"- "how do I save progress"- scroll down and click "contact us". Please be sure to select "Problems with my Game" and then "Game didn't save", add your current level and send.
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If you lost purchased items that you didn't use, you may ask Player Support for a replacement. More infos here
Items obtained for free in the game can't be refunded as per terms and conditions of the game. More infos here.
