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  Click here to go to the first staff post in this thread.   Thread: Android Troubleshooting Guide

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    Anoushka[Supercell]'s Avatar
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    Android Troubleshooting Guide

    Hello,

    And welcome to the troubleshooting guide for Android users.

    Please tap on the topic you're seeking help with or scroll down for more:

    1. Device minimum specs
    2. App crashes or doesn't load
    3. Lost villages
    4. Saving your progress & Google+ guide
    5. Transferring village to new device
    6. Purchasing issues

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    Anoushka[Supercell]'s Avatar
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    Minimum Specs for Android & Unsupported Devices

    To play the game on Android, you will need a device that meets at least the following specifications:

    - Google Play must be available on your device and in your location
    - 0.5 GB of RAM (1GB or more recommended)
    - Android OS 4.0.3 or better
    - A screen resolution of 800x480

    Please note, however, that we cannot guarantee these specifications alone will be enough to run the game.

    If you have trouble running the game on your device, please let us know the model, your Android version and what kind of issues you are experiencing in the game below!

    Here is a list of currently known unsupported devices:
    • l0 LGE LG Motion 4G
    • golfc HTC Desire C
    • nevis3g Samsung Galaxy Fame
    • nevis3gcmcc Samsung Galaxy Fame
    • nevisp Samsung Galaxy Fame
    • kylessopen Samsung Galaxy Ace II
    • nevisnvess Samsung Galaxy Fame
    • nevis Samsung Galaxy Fame
    • nevisvess Samsung Galaxy Fame
    • nevisds Samsung Galaxy Fame
    • nevisw Samsung Galaxy Fame
    • ST23i Sony Ericsson miro
    • ST21i Sony Ericsson tipo
    • ST21i2 Sony Ericsson tipo dual
    • C1505 Unknown

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    Anoushka[Supercell]'s Avatar
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    App crashes or doesn't load

    Original guide by Twister, adjusted to Android by Shivampaw

    Clash of Clans is extensively tested before each update on several devices. There are times however, where some user's devices encounter issues after initial install, update, or server maintenance. Here are some self-help steps to try if you are encountering issues. Some of these steps or menu paths may be different or not available on every Android version.

    PLEASE ASSOCIATE YOUR VILLAGE WITH GOOGLE +! VILLAGES NOT ASSOCIATED WITH GOOGLE+(ONLY LINKED TO THE LOCAL FILES ON THE DEVICE) CAN BE VERY DIFFICULT, AND ON OCCASION IMPOSSIBLE TO BE RETRIEVED IF YOU LOSE ACCESS TO THE LOCAL FILES.


    1) Close the app an relaunch it:

    1. From the home screen Hold the home button to show open apps.
    2. Swipe each app picture sidewards or upwards(landscape)to close.

    OR

    1. Go to Settings, and then tap 'Apps'.
    2. Tap the 'Running' tab at the top of the Manage Applications screen
    3. Choose Clash of Clans.
    4. Touch either the Stop or Force Stop button.



    2) Power off and/or reboot your device
    Press and hold power button until power menu appears, then power off
    OR
    Press and hold both power button and home button for about 10 seconds until your phone starts to reboot.

    3) Remove the app and re-install it Make sure your game is connected to Google+ or you could lose your village!
    Go to settings > Application Manager > Clash of Clans > Uninstall

    4) Upgrade your device to the latest Android version it supports

    5) Check that your device is not full
    Go to Settings > Storage. Make sure you have several MB available for temp or update files.

    6) Log out of Google+ or Facebook (if linked) and log back in.
    You can disconnect from Facebook or Google+ in-game if you can access the game, just press the connected button.

    7) Ensure your Date/Time settings and Time Zone are correct
    Settings > Date & Time

    8) Do you have a good network connection that is allowing TCP traffic over port 9339? Some public hotspots do not have this open. Here is a quick URL to check: http://portquiz.net:9339/

    8a) Try an alternate connection method
    Switch from cellular to wifi or vice versa. Try a neighbors (with permission) wifi, preferably with a different ISP.

    8b) Cycle the power on your Router

    8c) Replace your ISP's DNS server with Google's public server: 8.8.8.8
    Make note of what you currently have before you change.

    Settings > Wi-Fi > Hold currently connected WIFI network > Modify Network config > Show Advanced options > IP settings > Static

    Replace your current settings (after you write them down) with 8.8.8.8
    If this works, then your ISP's DNS server is not updating in real-time

    9) If your device was issued through work or school - Check with your work/school IT Department to further investigate.

    10) Contact your Service Provider.
    If the above steps didn't help you, 99% of the time, it's an issue with your ISP. Some providers either unintentionally or for specific reasons mis-categorize Clash of Clans network traffic. Several major ISPs do or have blocked the game in the past either all the time or during specific times of the day. Contact their customer support and explain your issues to them to see what they can do.

    11) Check for SD card
    If you normally have an SD card in when you play Clash and it has somehow come out then it can cause the game data (if saved to the SD card) to not be available and therefore leaving the game crashing. If the SD card is corrupt or there is a fault with it try fully uninstalling Clash and deleting the game data (NOTE THAT THIS WILL DELETE YOUR VILLAGE IF YOU DON'T HAVE IT LINKED TO G+!) and then installing Clash again to the phones memory. If the problem is with the SD card try taking it out and putting it back in to see if it works.

    12) You can always do a factory reset Not recommended without being linked to Google+!
    You can reset to a stock rom via a ROM flasher like ODIN or use samsung KIES If your village is not linked to Google+, this step is not advised as you will lose access to the locally stored village files.

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    Lost villages and Google+ User Guide

    To back up your game progress, recover a lost account, or transfer your village to a different Android device, it's VERY IMPORTANT to link your game to a Google+ Account. The following thread will explain how to use Google+ to perform these functions!

    Please note that Google+ only supports one game per account, and that you will need a different Google+ account for each new game you play on other devices.

    To Back Up Your Game

    To connect your village to Google+, open the Google+ app on your device and make sure you are logged in. After this, open Clash of Clans and go to the in-game setting. Press the Google+ sign in button to connect your village to Google+. The Google+ Button should say "Connected." See the images below:

    Connected (this is good) and Not Connected (this is bad):



    Restoring a lost village

    If you lost your village due to a device restore, a lost device or purchasing a new Android device, follow these instructions to restore your village to it's former glory! Remember, this will only work if your village was connected to a Google+ account. See the note after these instructions if your village was not connected to Google+.


    The only way to recover your village is to have it linked to your Google+. If it is linked, please login to your Google+ account using the Google+ app and then start Clash of Clans. You should see a popup asking if you want to recover your village. Please note that if you select "Yes" from this popup, you will lose the village in the background.

    Please follow these steps to restore your village using Google+:

    1. Login to Google+ using the Google+ App
    2. Start Clash of Clans
    3. There should be a popup asking if you want to recover your village
    4. Select "Yes." Note: If you select yes you will permanently lose the current village on that device.
    5. Clash On!


    If you did not use Google+ in the past, Clash Player Support can try to reattach your game to a new Google+ account. Please follow these steps:

    1. Log into or confirm that you are logged into Google+
    2. Start a new game of Clash of Clans on your device, and complete the tutorial
    3. Go into the in-game settings and connect your village to Google+ using the Google+ sign in button
    4. Contact us using the "Help and Support" button in the settings menu. Please include the following info:
      • Name of the village:
      • Name of the clan you are part of:
      • Town Hall level:
      • Date and time of your last playing session:
    5. Let Support know that your village is restored to it's former glory!


    You used to have a Clash of Clans village on iOS, way long ago, but switched to Android

    Great news! Our Clashtastic Player Support team can help you recover your account! Try this:

    1. Start a new game on your Android device and complete the tutorial.
    2. Once you do that, use the in-app reporting form located in the settings menu to contact the Player Support team. Let them know you’d like to transfer your old game to your device, and provide them with the village, clan name and player ID if you have it handy!
    3. As long as you have that info they should be able to help! I hope it works Chief. Clash On!


    If you are experiencing any other issues with your Google+ account not covered in this thread, please explore the rest of our Android Bugs & Problems SubForum. If you still can't solve your issue, please contact Player Support via the in-app reporting from in the Settings menu of the game!

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    Transferring village to a new device

    Here's how you can play your own village on both devices

    VERY IMPORTANT NOTE: Play through the tutorial on the new device and use link BEFORE reaching Town Hall level 4 and before making in app purchases. If you need further assistance or experience any issues with linking your devices, please contact player support via the in-app reporting feature in the in-game settings menu! You'll find it under the Help & Settings option.

    In order to transfer your village between and iOS and Android device, the iOS village needs to be connected to Game Center and the Android village to Google+. You can verify the Game Center connection on iOS by logging into Game Center and opening the game from the Game Center's 'Games' tab. For Android, open Clash of Clans and connect your village to Google+ in the in-game settings by clicking the Google+ sign in button.

    Everything verified? To move your village between your devices follow these steps:

    1. Open Clash of Clans on both your Android and iOS devices (source device and target device)
    2. Open the in-game settings window on both devices
    3. Press the 'Link a device' button



    4. Select OLD DEVICE on the device you would like to move your village FROM
    5. Select NEW DEVICE on the device you would like to move your village TO




    6. Select which type of device you want to link your village TO.


    7. STOP!!!! Before you proceed, please make sure you have played through the tutorial and not made a purchase before TH4. Read the VERY IMPORTANT NOTE located above.
    8. Use the device code provided on your OLD DEVICE and enter it on your NEW DEVICE. You have a 5 minute window of time before your code is invalid!


    9. After you have successfully copied the village transfer code from one device to the other, your village will be on both devices


    Please note that the code above can only be generated once. If you're trying to use the code and you are notified that the game has already been linked, it means that you've already transferred it Android-iOS or iOS-Android at some point before, so the code cannot be generated again.




    How do you transfer the account to another same-platform device then? By logging into the respective Game Center (transfer iOS-iOS) or Google+ account (transfer Android-Android) that it was linked to in the first place so make sure to remember which email address you've used in the past!

    If you are linking your village from an iOS to an iOS device, use the Game Center guide located here: http://bit.ly/CoCTransfer
    If you are linking your village from one Android device to another Android Device, try out Google+ Guide located here: http://supr.cl/Googleplus



    P.S: Android and iOS Clashers play together, everyone is on the same servers

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    Google Play Gem Purchasing and Payment Issues

    Having trouble with purchasing gems or wondering about a strange purchase? Maybe your gems didn't come through when you purchase them? This is the place to start.

    Here's what to do if....

    It has been over 24 hours and you have not received the gems you purchased:

    Sometimes it may take a little while for the gems to be delivered, so please wait at least 24 hours before contacting Player Support. In the meantime, there is no need to purchase the gems again! Your previous purchase is still being processed and we will not be able to process a refund for an additional purchase.

    It may also help to restart your game, so try this too!

    1. Go to Settings, and then tap 'Apps'.
    2. Tap the 'Running' tab at the top of the Manage Applications screen
    3. Choose the application that you want to stop.
    4. Touch either the Stop or Force Stop button.


    If it has been more than 24 hours please contact our Player Support team via the in-app reporting form in the Settings menu. Include a copy of your receipt in order to ensure your request is processed as quickly as possible!

    You can't purchase gems on your Android device:

    If the gem icons in your in-game shop are greyed out, tap the icon for information about what might have gone wrong. You may need to:

    • check that you are logged in with a valid Google account, or
    • update your Play Store application by opening and updating it


    If this is not the case, please double-check that you have a valid payment method set up on the Google account that you are using. If your primary payment method is a credit card, you might also want to check with your credit card company whether your card has any restrictions on in-app or online purchases.

    If you still have trouble making your purchase, please let us know along with details about what happens on-screen when you try to buy gems.

    Please visit https://support.google.com/googlepla...content/?hl=en for further information about Google Play and purchases on Android devices.

    There are unintentional or unauthorized purchases on your account:

    As with most downloadable software products, gems bought in the Clash of Clans in-game shop are non-refundable. Unfortunately we cannot undo or change a purchase that has already been made, and we cannot consider refund requests

    To avoid any unintentional or unauthorised purchases in the future, please make sure that:
    • Your Google account password is safe and secure
    • You have restricted in-app purchases by opening the Google Play app, going to ‘Settings’ and checking the ‘Password’ box
    • If someone else is using your device, please consider making a separate User profile for them by going to Settings > Users > Add user, then follow the on-screen instructions


    You want a refund

    As with most downloadable software products, gems bought in the Clash of Clans in-game shop are non-refundable. Unfortunately we cannot undo or change a purchase that has already been made, and we cannot consider refund requests.

    We hope something here helped, if not, please use the in-app reporting form to advise Player Support about your issue. They will get back to you as soon as possible!

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