Overview
Having trouble with your Android mobile game freezing, crashing, loading, or connecting to servers? Try these troubleshooting steps.
- Did you find a bug in your game? Tell us about it on EA Forums.
- Missing an in-game item you bought? Check out these missing in-app purchase troubleshooting tips.
- Lost progress or don’t see your account? Make sure you’re signed in to the correct account.
How to fix common Android issues
Before trying the steps below, remember the Android Settings interface can vary by phone. If you need more help, contact your device manufacturer.Delete unused apps or move them to the cloud or a microSD card, then clear your cache by going to Settings > Apps > Clear Cache.
Check that your device and app have the latest updates.
Restart your device.
Clear the cache and wipe the history of the Google Play store, then go to Settings > Clear Local Search History.
All apps running on your device use memory. If you can’t launch or play your game, your device may not have enough memory available to run the app.Close any other apps you have open and try launching your game again.
Some mobile games are too demanding for older devices to run. These steps might temporarily improve the game's performance.
- Turn off auto-updates on all apps, including email.
- Force-close all other apps, including those running in the background.
- Restart the device regularly, especially before playing.
Our games may not run properly on modified devices. To fix this, you’ll need to reset your device to factory settings.
Troubleshooting steps
To restart the app: To restart your device: Press and hold the Power and Volume Down buttons until you see the reboot animation.To restart your WiFi:
- 1Open Settings.
- 2Scroll down and select on Application Manager.
- 3Scroll down in the Downloaded list and choose the app.
- 4Select Force Stop to fully close it.
- 5Relaunch the app.
- 1Open Settings.
- 2Select Network & Internet > Wi-Fi.
- 3Turn Wi-Fi off, wait a minute, then turn Wi-Fi on again.
- 4Make sure you’re reconnected to the correct network.
If the date and time on your device don’t match your location, update them in Settings. If you’re using a VPN, disable it, then reload or reinstall your app.
Try connecting to your game using Wi-Fi. If that doesn’t work, try connecting using cellular data.Find the Wi-Fi or mobile data option and toggle them On or Off from the Settings menu on your Android device.Many Android devices have an option to allow you to use both Wi-Fi and mobile data in areas where your connection is poor. Check for this under Settings > Wi-Fi & Network, and try enabling it to see if it helps. If you’re in a remote area, you may get a better connection using 3G for cellular data:
- 1In the Wi-Fi & Network settings, tap SIM & Network settings.
- 2Check your Preferred network type and try switching to a different option.
Clearing your app’s cache and data can help fix some issues. Here are steps to clear the cache and data (under step 2).
Usually 1 GB is enough data to install a game, but some may need more. To check how much storage space you have left, go to Settings > Storage. Check your phone’s Total and Available space. If there’s less than 1 GB left, make some room and try to install the game again.
Other apps could be stopping your game from working, including:Try disabling or uninstalling them to see if that fixes your issue.
- anti-advertising software and ad-blockers
- apps that analyze or change data going in or out of the game
- custom ROMs or OS versions.
Usually you’ll find the option to update your Android somewhere in your device’s Settings menu. You might see other options, like 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.
- Settings > System updates
- or Settings > About phone > System updates
- 1Open the Google Play Store app.
- 2Select the menu icon in the upper-left corner.
- 3Select Manage my apps & devices.
- 4Select Update beside any app that shows an available update.
- Some apps require a Wi-Fi connection to update.
Install or reinstall the app
Back up your game before trying to uninstall and reinstall it. If your game isn’t saved when you uninstall it, you could lose all the game data on your account.Link your game account to Facebook or Google Play to avoid losing game progress. If you’re playing on a Guest account—not logged in to either an EA Account, Facebook, or Google Play—you can lose your game data if you uninstall and reinstall your app.
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.
Before reinstalling, make sure to back up your game and link your account to Facebook or Google Play to avoid losing game progress.Then try uninstalling it from your device ( under step 2), then installing it again.Did you reinstall your game but don’t see your progress? If you linked your game to Facebook or Google Play before uninstalling the app, your progress is still there. Play through the game’s tutorials and you’ll be right back where you were.If it’s a paid app, make sure you use the Google account you purchased it with to avoid being charged again.Get more tips on downloading your past purchases on Google Play Help.