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

janecrowe

The app disappears when I try to play this level.

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LoFiGummy

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

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

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

Accepted answers

All comments

Pitty_Kitty

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

janecrowe

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?

LoFiGummy

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.

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