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General Troubleshooting Steps

Having trouble with your game? Is your game crashing, won’t open or respond, graphics look funky or isn’t working properly? Please try out the troubleshooting solutions below that may fix the issue. After each recommended solution, check to see if your issue has been fixed. If you game keeps freezing, crashing, or is slow to respond, please contact support by submitting a ticket.

Please note that these steps may vary dependent on the device. Please refer to your user manual for device specific instructions.

 Restart your device:

 Sometimes all you need is a simple refresh to get everything back in order. Please follow these steps for Restarting your device:

Android:

  1. Press and hold the Power button until the menu pops up.
  2. Tap Power off or Restart.
  3. Tap OK to confirm.
  4. Press and hold the Power button until device starts.

iOS:

  1. Press and hold the Power button until the screen changes.
  2. Slide right to power off.
  3. Press and hold the Power button until device starts.

 

Check for system updates:

Updating can add improvements that may fix the issue.

Android:

  1. Open the Settings menu on your device.
  2. Under “System,” tap About Phone or About Tablet
  3. Tap System Updates
  4. Tap Check Now.
  5. If a system update is available, touch Install. You might need to restart your device to complete the update. If a system update is not available, the screen will say, “Your system is up to date.”

iOS:

  1. Open the Settings menu on your device.
  2. Tap the “General” option.
  3. A number will show up next to “Software Updates” if one is available. Tap “Software Updates” and then “Install Now”.

 

Update the Game

Game updates can provide improvements and security enhancements along with additional fixes in the game. To check to see if there’s an update for the game, follow these steps:

iOS:

  1. Open the App Store.
  2. Click the button in the bottom right hand corner labeled Updates.
  3. If there’s an available update the game will be listed, click the button labeled Update.

 

Android:

 

  1. Open the Google Play Store app.
  2. Tap the Play Store icon.
  3. Click the Menu button in the upper left hand corner.
  4. Select My Apps to view your downloaded apps. Apps with available updates will be listed under “Update.”
  5. If available, select the game.

 

Force-stop the Game

Force stopping the game will completely shut it down, including any background matters that may be causing the issue. Please follow these steps for force stopping the game:

Android:

  1. Open the Settingsmenu on your device.
  2. Tap Apps.
  3. Select the game from the list.
  4. Tap Force stop.

iOS:

  1. Double tap the Home button.
  2. Locate game and drag the image upwards.

 

Clear the cache for the game

By clearing the cached data you may free up needed space by removing temporary files from your device. This is a short-term solution and cache data will continue to build up over time. This may need to be down again in future. Here are some simple steps for clearing your cache:

Android:

  1. Open the Settingsmenu on your device.
  2. Tap Apps.
  3. Select the app from the list.
  4. Tap Clear cache.

 

Reinstall the game

Sometimes reinstalling the game can help solve the issue you may be having. Your game info (inventory, level, etc.) should not be lost during the reinstall. Here are some steps to reinstall the game:

Android:

  1. Open the Settingsmenu on your device.
  2. Tap Apps.
  3. Select Knights and Dragons from the list.
  4. Tap Uninstall.
  5. Enter the Google Play store.
  6. Search for Knights and Dragons.
  7. Tap Install.

 

If you have tried all of the above and are still experiencing difficulties, please submit a support ticket by following this link: https://games.gree-support.net/hc/en-us/requests/new

 

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