ANDROID TROUBLESHOOTING FOR MOBILE GAMES

Having trouble with your mobile game on Android crashing, loading, connecting to servers, or other issues? We’ve got answers.

FOUR QUICK TROUBLESHOOTING STEPS FOR ANDROID

Is your interface frozen? Delete unused apps or move them to the cloud or a microSD card. Then clear your cache by going to Settings > Apps > Clear Cache.

If your app crashes, check that your phone and app have the latest updates.

Screen not responding? Restart your phone.

If your app won’t download, clear the cache and wipe the history of the Google Play store. Do this by heading to Settings > Clear Local Search History.

MAKE SURE YOU’RE RUNNING THE LATEST ANDROID VERSION

Usually you’ll find the option somewhere in your device’s Settings menu:

• Settings > System updates
• Settings > About phone > System updates

You might see other options, such as “About device,” “Software updates,” or “Download updates.”

If you’re not sure how to check your device for updates, check out the Android Help Center.

Are your game apps updated?

1. Open the Google Play Store app.
2. Tap the menu icon in the upper-left.
3. Tap My apps & games.
4. Tap any app that says UPDATE.
5. Tap the UPDATE button.

Some apps require a Wi-Fi connection to update.

CLOSE YOUR BACKGROUND APPS

Apps use memory. If you can’t launch or play an app, close all other apps and try again.

1. Tap the Recent Apps button.
2. Tap the X or swipe right on an app’s preview to close the app.

RESTART YOUR APP

Restart the app

1. Tap the Recent Apps button.
2. Tap the X or swipe right on an app’s preview to close the app.
3. Press the Home button and restart the app.

Force restart your device

1. Press and hold the Power and Volume Down buttons until you see the reboot animation.

CHECK YOUR CONNECTION

You can connect online in two ways: Wi-Fi and Cellular Data. Try connecting to your game using Wi-Fi. If that doesn’t work, try connecting using Cellular Data.

You can control your online connections from your Settings menu. Find the Wi-Fi option to toggle it on and off. For Cellular/Mobile data, you can usually find it under Data usage/Usage.

Help protect your data before you follow the next troubleshooting steps

If you’re playing anonymously — not logged in to either an EA Account, Facebook, or Game Center — you can lose your game data if you uninstall and reinstall your app.

Learn more about linking accounts and how important it is to do so you don’t lose your progress.

 

CLEAR YOUR APP CACHE AND DATA

Clearing your app’s cache and data can help fix some issues. Find the steps to clear the cache and data on Google Play Help’s help article — look under Step 2.

INSTALL/REINSTALL

Install another app from the App Store

If you can’t launch any of your apps, there could be a problem with your Google authorization. Reauthorize your Google Account by downloading a new app from the Google Play Store.

If you installed apps using multiple Google Accounts, do this for each account.

Reinstall the app

If the app still isn’t working, try uninstalling it from your device and installing it again.

1. Touch and hold the app you want to remove.
2. Drag the app to the Remove or Uninstall option at the top of the screen.
3. Open the Google Play Store.
4. Search for the app and reinstall it.

If it’s a paid app, make sure you use the Google account you purchased the app with. If you use a different Google account, you’ll be charged again.

Get more tips on downloading your past purchases on Google Play Help.