After Ad screen goes black - (Collecting details for investigation)!

Thanks @Xarly for this update, and to everyone who took the time to REPORT the problem. So often it takes longer to fix inevitable bugs because people don't necessarily report them right away. I'm sure it helped escalate the issue by seeing just how many people were being impacted by the same issue. (I was able to fold all my laundry during the time it took to play one of those r-e-a-l-l-y l-o-n-g ads!)
-RipplesGuy

Hi all,

Just wanted to let you know this issue is one of the team's top priorities now and it's been escalated based on your feedback. They are currently working on an actual fix and hopefully next week we will have it working as usual.

In the meanwhile, all we can ask is for your patience, and for you not to click on "skip" or to restart the app if you do so. We know this is far from ideal but, while we work on fixing it, this is the best option at the moment.

Cheers,
Xarly

Suzie-4

Same issues here on both iphone 6s and ipad 10. Even worse, if you run the long boring ads to the end and then click x , more often than not, the screen STILL GOES BLACK.
Suzie-4

Nat_and_Maddison

jforjunk said:

Hi. I also have the same issue. If I let the ad play and click on the “x” it works. However, if I select skip ad, the screen goes blank. Also the extra reward that was supposed to come from watching the ad doesn’t show up. No extra moves or bonus reward at the start of the level. This is definitely not an iOS issue

RipplesGuy said:

I just wanted to chime in the I’m having the same issue iPhone 7+ and iOS 12.2. I tried restarting phone with no luck.

I am having the same issues 😬

glhelou

Same issue. iPhone 8+ running 12.3.1
Followed all previous advice over past few days and reinstalled app losing all my boosters. Because it’s a bug and I followed guidance provided, can I get my boosters back? Had 76 lollipops, 123 bombs, 107 coloring candies, and 97 fish. It took a LONG time to collect those!

Thank you all for the reports,

We will keep sending them to the studio as they keep trying to find the cause of the issue and fix it.

Cheers,
Xarly

mlacourse

I am having same issues. Using iPad and have reinstalled... seems to work if I play the entire ad.

PummyRaj

RipplesGuy said:

Thanks for this update, Xarly. I appreciated learning from others that it works to just watch the entire ad and not skip it. There is this one *really* long add that is a review of an auto, but hey it gives me a chance to take a break!

Hello @Xarly,

Like @RipplesGuy, @jforjunk mentioned, the black screen appears ONLY when the "Skip Ad" option is chosen and if we let them play for those 5 minutes or so, then there is no issue!! There are about 3 varieties of Long Ads are running as of now!!

On my iPad, only way to come out of it is to close the game & restart the device. Otherwise, the Black screen is not going away!! But in the process, I have lost my "Rainbow Road" costume

I'm glad others are taking the time to post that they are also having the same issue as that may help developers recognize just how widespread the issue is. For users who are reading this...if this is happening to you, it may also help to mention what device/phone you're using and also what version of the operating system you're running!

Pfnoyes

My screen started to black after ads this morning 5/30/19

It does, but given the option to skip we skip the ads. And some ads seem really long

@uazwildcat If you let the ad play fully and don’t hit the “skip ad” button but wait until the “X” shows up on the right hand corner and hit that. It seems to work and take you back to the game and not give a black screen. I’m using an IPhone so I’m not sure if this works on other devices.

uazwildcat

This is what I get almost every time I watch an ad

Thanks for this update, Xarly. I appreciated learning from others that it works to just watch the entire ad and not skip it. There is this one *really* long add that is a review of an auto, but hey it gives me a chance to take a break!

Hi everyone,

Just wanted to let you all know that we are looking into this. It is indeed an issue and, as @Dawnie66 perfectly said, it needs to be solved with a fix. The team is well aware and is looking into it as we speak.

In the meanwhile, please don't try to reinstall the game but just restart as per usual and you can play (while we work on fixing this for good).

Thanks for your patience and reports,
Xarly

I just wanted to chime in the I’m having the same issue iPhone 7+ and iOS 12.2. I tried restarting phone with no luck.

Hope it can be sorted 😁

Creative_Elsa

I will tag @Xarly who is the Community Manager now so that he can see that there is something going on.

How do we report this as a technical bug so it can get fixed?

Valerijeanward

This is a screenshot of what happens.

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Accepted answers

QueenB

Hi @Kathyrnn!

You can follow up on this topic here.

Apologies for the inconvenience caused and thanks for your patience while we look into this 😉

All comments

Valerijeanward

This is a screenshot of what happens.

How do we report this as a technical bug so it can get fixed?

Creative_Elsa

I will tag @Xarly who is the Community Manager now so that he can see that there is something going on.

Hope it can be sorted 😁

I just wanted to chime in the I’m having the same issue iPhone 7+ and iOS 12.2. I tried restarting phone with no luck.

uazwildcat

This is what I get almost every time I watch an ad

It does, but given the option to skip we skip the ads. And some ads seem really long

Pfnoyes

My screen started to black after ads this morning 5/30/19

PummyRaj

RipplesGuy said:

Thanks for this update, Xarly. I appreciated learning from others that it works to just watch the entire ad and not skip it. There is this one *really* long add that is a review of an auto, but hey it gives me a chance to take a break!

mlacourse

I am having same issues. Using iPad and have reinstalled... seems to work if I play the entire ad.

Thank you all for the reports,

We will keep sending them to the studio as they keep trying to find the cause of the issue and fix it.

Cheers,
Xarly

glhelou

Nat_and_Maddison

jforjunk said:

Hi. I also have the same issue. If I let the ad play and click on the “x” it works. However, if I select skip ad, the screen goes blank. Also the extra reward that was supposed to come from watching the ad doesn’t show up. No extra moves or bonus reward at the start of the level. This is definitely not an iOS issue

RipplesGuy said:

I just wanted to chime in the I’m having the same issue iPhone 7+ and iOS 12.2. I tried restarting phone with no luck.

I am having the same issues 😬

Suzie-4

Same issues here on both iphone 6s and ipad 10. Even worse, if you run the long boring ads to the end and then click x , more often than not, the screen STILL GOES BLACK.
Suzie-4