Home » Support » Knowledge Base » Knowledge Base – Platform: Android

Common Problems and Solutions

Platform: Android
Crash issues

If you are experiencing a crash on a low end device, it might be that your device is over stressed. To resolve this, please close all other running applications and clear your RAM, then restart the game.

It may also be the case that some of the games local data has been damaged. To resolve issues such as this, please follow the steps below:

  1. Go to Settings > Applications > the game you’re experiencing the issue with.
    2. Force Close the game, so that it is no longer running.
    3. Whilst still in Settings > Applications, go to Google Play services > clear data.
    4. Whilst still in Settings > Applications, go to Google Play Store > clear data.
  2. Whilst still in Settings > Applications, go to the game > clear data and clear cache.
    6. Turn your device off, and then turn it back on again.
    7. Attempt to launch and play the game.

Note: If the game you’re experiencing the issue with does not include a cloud save feature, clearing its data may result in the loss of any progress or customisation.

If you’re device is running a custom ROM, please know that the performance and stability of our games cannot be guaranteed, and that you would need to seek support from the ROM developers.

Input problems

It may be the case that some of the games local data has been damaged. To resolve issues such as this, please follow the steps below:

  1. Go to Settings > Applications > the game you’re experiencing the issue with.
    2. Force Close the game, so that it is no longer running.
    3. Whilst still in Settings > Applications, go to Google Play services > clear data.
    4. Whilst still in Settings > Applications, go to Google Play Store > clear data.
  2. Whilst still in Settings > Applications, go to the game > clear data and clear cache.
    6. Turn your device off, and then turn it back on again.
    7. Attempt to launch and play the game.

Note: If the game you’re experiencing the issue with does not include a cloud save feature, clearing its data may result in the loss of any progress or customisation.

If you are experiencing an issue with a peripheral input device (such as a Bluetooth controller), please check the devices manufacturer site for supported titles, as the game may not be compatible.

If you are struggling with your keyboard, please note that some input apps available in the store may not behave as expected in game. To work around this, we would like to recommend using the devices default input method.

Audio problems

Please ensure that both your system volume and any in-game audio settings are appropriately set.

It may be the case that some of the games local data has been damaged. To resolve issues such as this, please follow the steps below:

  1. Go to Settings > Applications > the game you’re experiencing the issue with.
    2. Force Close the game, so that it is no longer running.
    3. Whilst still in Settings > Applications, go to Google Play services > clear data.
    4. Whilst still in Settings > Applications, go to Google Play Store > clear data.
  2. Whilst still in Settings > Applications, go to the game > clear data and clear cache.
    6. Turn your device off, and then turn it back on again.
    7. Attempt to launch and play the game.

Note: If the game you’re experiencing the issue with does not include a cloud save feature, clearing its data may result in the loss of any progress or customisation.

Licence problems

In the majority of cases, licence issues are the result of a conflict with some of the local data on your device.

Please attempt the following actions to resolve this issue:

  1. Delete the application from your device
  2. Clear data via application settings for both the Google Play Store and Google Play services.
  3. Reboot your device, and attempt to reinstall and launch the game, whilst a solid internet connection is present on your device.

If you’re still experiencing the error after attempting the steps above, it may be the case that your Google Play Store account is the cause of this issue.

Please follow the steps below to correct any issues connecting to the licencing server:

  1. Open the Settings menu
  2. Locate your Accounts information
  3. Select the account tied to both your game and device
  4. Locate the option to Sync App Data and ensure that it is enabled
  5. If this feature is not already enabled, please click the box to the right, making sure that it has been turned on

(Note: This action should only be carried out with a stable internet connection present on your device.)

If no change was required or there has been any change in your circumstance, it could be the case that there is a communication between yourself and Googles’ service.

To resolve this issue, please attempt the steps below;

  1. Open your device Settings
  1. Select Date and Time
  2. Please make sure that you have Automatic Date and Time ticked

If this was not already enabled, please enable it and re-attempt to download the game.

If this was already the case and the issue is persisting, please attempt turning it off and setting the date back by 1 day.

  1. Once you have done this, please attempt to re-install the game from the Store.

Should your problem persist at this point, it’s probably the case that there is an issue with Googles Licencing service or with your Google account

To pursue further support with issue such as this, we would like to recommend contacting Google Play Support directly, via the link below:

https://support.google.com/googleplay/

Download issues

If you are experiencing an issue downloading from the Google Play Store, it might be that there is an issue with your internet connection. If you are receiving an error code or the game download is not completing, the issue is likely with your connection to the Google Play Store or the Store itself.

To resolve issues such as this, please find Googles official troubleshooting steps on the page linked below:

https://support.google.com/googleplay/troubleshooter/4592924

If you have the game installed and you are encountering an issue downloading resources, it may be that there is a communication issue with Googles’ service.

To resolve this issue, please attempt the steps below;

  1. Open your device Settings
  2. Select Date and Time
  3. Please make sure that you have Automatic Date and Time ticked

If this was not already enabled, please enable it and re-attempt to download the game.

If this was already the case and the issue is persisting, please attempt turning it off and setting the date back by 1 day.

  1. Once you have done this, please attempt to re-install the game from the Store.

Should your problem persist at this point, it’s probably the case that there is an issue with Googles Licencing service or with your Google account

To pursue further support with issue such as this, we would like to recommend contacting Google Play Support directly, via the link below:

https://support.google.com/googleplay/

Multiplayer issues

If you are experiencing issues connecting to the games multiplayer, or finding opponents, please follow the steps below

  1. Go to Settings > Applications > the game you’re experiencing the issue with.
    2. Force Close the game, so that it is no longer running.
    3. Whilst still in Settings > Applications, go to Google Play services > clear data.
    4. Whilst still in Settings > Applications, go to Google Play Store > clear data.
  2. Whilst still in Settings > Applications, go to the game > clear data and clear cache.
    6. Turn your device off, and then turn it back on again.
    7. Attempt to launch and play the game.

Note: If the game you’re experiencing the issue with does not include a cloud save feature, clearing its data may result in the loss of any progress or customisation.

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