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Game crashing or freezing

Cleo
Updated

There could be various reasons why your game crashes or freezes. However, regardless of the cause, the steps below should help resolve your issues. Click on your device's name for the relevant instructions.

 

 

🖥️ COMPUTER ┊ 💻 LAPTOP

🍏 iPHONE ┊ 🍎 iPAD ┊ 🤖 ANDROID

 

 

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🖥️ If you play on a computer or laptop:

  1. Refresh the page (tap reload-icon.png or click Ctrl+F5 on your keyboard).
  2. Close and reopen the game.
  3. Update your browser to the newest version. Click on your browser's name to see a guide on how to do it: Chrome, Firefox, Microsoft Edge, Safari.
  4. Clear cookies and cache of your browser for "all time". The instruction on how to do it in Chrome can be found below. If you use any other browser, you can see a guide for it by clicking its name: Firefox, Microsoft Edge, Safari. 
      • At the top right of your browser, click "More ".
      • Click "More tools", and then "Clear browsing data".
      • In the time range, choose "All time".
      • Check the boxes next to "Cookies and other site data" and "Cached images and files".
      • Click Clear data.
  5. Close all browser tabs, so only the one with the game is left.
  6. Close all programs on your device other than your browser.
  7. Make sure your Internet connection is stable.
      • Get as close to the router as possible.
      • Make sure you or your family members aren't downloading anything.
      • If available, try a different Wi-Fi network.

 

🍏 If you play on iPhone:

  1. Make sure you have the newest version of Facebook.
      • Open App Store and search for Facebook.

      • If you see an "Update" button next to the Facebook app, tap it to update to the latest version.

      • If you don't see an "Update" button, it means your app is already up to date.

  2. Completely close all of your apps.
      • Depending on your iPhone model, either double-click the home button or swipe up from the bottom.
      • Swipe the previews of all the apps until none is left.
      • Now, open the Facebook app from your Home Screen once again.
  3. Make sure you have the newest iOS version installed.
      • Go to your iPhone's settings.
      • Scroll down and tap "General".
      • Select "Software Update". If a new update is available, tap "Download and Install". If your iPhone is up to date, you'll see a message confirming this.
  4. Restart your iPhone.
      • iPhone X, 11, 12, 13, or later → press and hold either volume button and the side button until the power-off slider appears. Drag the slider, then wait until your device turns off. Press and hold the side button until you see the Apple logo.
      • iPhone 6, 7, 8, or SE → press and hold the side button until the power-off slider appears. Drag the slider, then wait until your device turns off. Press and hold the side button until you see the Apple logo.
  5. Make sure your Internet connection is stable.
      • Get as close to the router as possible.
      • If available, use your mobile data or try a different Wi-Fi network.
  6. Remove the Facebook app and install it again (don't worry, you won't lose any game progress by doing that).
      • Touch and hold the Facebook app icon on the Home Screen.
      • Tap "Remove App," then tap "Delete App" to completely delete it.
      • Go to App Store and install the Facebook app again.

info icon.svg Important: Facebook app only supports iOS 13.4 or greater.

 

 

🍎 If you play on iPad:

  1. Make sure you have the newest version of Facebook.
      • Open App Store and search for Facebook.

      • If you see an "Update" button next to the Facebook app, tap it to update to the latest version.

      • If you don't see an "Update" button, it means your app is already up to date.

  2. Completely close all of your apps.
      • From the Home Screen, swipe up from the bottom of the screen.
      • Swipe the previews of all the apps until none is left.
      • Now, open the Facebook app from your Home Screen once again.
  3. Make sure you have the newest iOS version installed.
      • Go to your iPad's settings.
      • Scroll down and tap "General".
      • Select "Software Update". If a new update is available, tap "Download and Install". If your iPad is up to date, you'll see a message confirming this.
  4. Restart your iPad.
      • If you don't have a Home button → press and hold either volume button and the side button until the power-off slider appears. Drag the slider, then wait until your device turns off. Press and hold the side button until you see the Apple logo.
      • If you have a Home button → press and hold the top button until the power off slider appears. Drag the slider, then wait until your device turns off. Press and hold the top button until you see the Apple logo.
  5. Make sure your Internet connection is stable.
      • Get as close to the router as possible.
      • If available, use your mobile data or try a different Wi-Fi network.
  6. Remove the Facebook app and install it again (don't worry, you won't lose any game progress by doing that).
      • Touch and hold the Facebook app icon on the Home Screen.
      • Tap "Remove App," then tap "Delete App" to completely delete it.
      • Go to App Store and install the Facebook app again.

info icon.svg Important: Facebook app only supports iOS 13.4 or greater.

 

 

🤖 If you play on an Android phone:

  1. Make sure you have the newest version of Facebook.
      • Open Google Play Store and search for Facebook.

      • If you see an "Update" button next to the Facebook app, tap it to update to the latest version.

      • If you don't see an "Update" button, it means your app is already up to date.

  2. Completely close all of your apps.
      • Swipe up from the bottom, hold, then let go.
      • Swipe from left to right.
      • On the left, tap "Clear all".
  3. Clear the Facebook app cache on your phone.
      • Open the "Settings" app.
        • Or, if you have an older phone running Android Oreo, Nougat or Marshmallow, open the "App Manager" settings page.
      • Open the "Apps" section.
      • Tap the "See all apps" heading to see a list of your installed apps.
      • Find Facebook on the list and tap on it.
      • Tap the "Storage & cache" button.
      • Tap the "Clear cache" button.
  4. Make sure your Internet connection is stable. Get as close to the router as possible. If available, try a different Wi-Fi network.
  5. Restart your phone by holding down the power button for about 30 seconds.
  6. Update your phone's operating system.
      • Open the "Settings" app.
      • Near the bottom, tap "System" and then "System update".
        • If needed, first tap "About phone".
      • Your update status will appear. Follow any steps on the screen.

info icon.svg Important: Facebook app only supports Android 6.0 or greater.

 

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If the issues still persist after following the steps above, reach out to our support team by sending an email to SolitaireHomeStory@softgames.com. Include the following information:

🔹 Where is the issue occurring? (e.g. when trying to complete a story mission)
🔹 When did the issue first occur? (e.g. last Wednesday)
🔹 What is the model of your device? (e.g. Samsung Galaxy)

 

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