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Having trouble with your mobile game on Android crashing, loading, connecting to servers, or other issues? Check out these troubleshooting steps for Google Android.

Did you find a bug in your game? Tell us about it on Answers HQ or use the Report a bug category when you contact us.

If you haven't backed up your game account, don't uninstall and reinstall your game as a troubleshooting step. If you do, you could lose all the game data on your account.

Since Android phones have different interfaces depending on the manufacturer (Samsung, LGE, ASUS, etc.), the steps to update your phone or change different settings are also different.

Tips Restart Date/time Connection Cache Update Install/reinstall Storage More
  • If your interface is 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.
  • Close background apps
    • All apps that are running on your device use memory. If you can’t launch or play your game, it may not have enough memory available to run.
      • Tap the Recent Apps button.
      • Tap the X or swipe right on an app’s preview to close the app.

If an app gets stuck or is having trouble, forcing it to close and restarting it often fixes the issue.

Restart the app

  1. Open the Settings App.
  2. Scroll down and tap on Application Manager.
  3. Scroll down in the Downloaded list and tap the name of the app.
  4. Tap Force Stop to fully close it.
  5. Relaunch the app.

Force restart your device

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

Restart your Wi-Fi

  1. Open the settings app (usually looks like a cogwheel).
  2. Head to Network & Internet > Wi-Fi.
  3. Turn Wi-Fi off, wait a minute, and then on your Wi-Fi again.
  4. Make sure you are reconnected to the correct network.

If these are out of sync with your actual location, they’ll throw off your phone and they’ll need to be corrected.

  1. If you’re using a VPN, disable it, then reload or reinstall your app.
  2. If the time and date don’t match your actual time zone, update it and see if everything starts working as normal.

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.

Clearing your app’s cache and data can help fix some issues. Here are steps to clear the cache and data — look under step 2.

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.

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.

Did you reinstall your game and don’t see your progress? If you’ve linked your game to one of your accounts, don’t worry! It’s 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 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.

Ideally, 1gb (gigabyte) should be plenty of space to install any game, but some may need more room.

Check if you have enough storage space on your phone

  1. Open the Settings app.
  2. Select Storage.
  3. Check the phone’s total and available storage space.

See how much space you have left

If there’s less than 1gb, you may want to clear some more space and try again.

Try on another device

If there’s still a problem after you’ve tried everything else, see if you can get the issue to happen on another device. /winchester-model-50-serial-number/.

If you’ve got another device you can use, install the app on it and see if you have the same problem.

Help us troubleshoot

When you’ve tried everything and the app just isn’t cooperating, we’re here to help! Here’s some things you can do to help us help you:

  1. Open a support case from within the game.
    • Only some games let you do this. If you can’t open a case from within your game, click Contact Us from any page on EA Help.
  2. Let us know the make and model of your phone.
  3. Send any screenshots or video you’ve been able to get of the problem.

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Missing content or account

Are you 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 for your game — EA Account, Google Play, Game Center, or Facebook.

Still need help?

Contact Us or make a case through the game you’re playing. Include the model of your phone and send any screenshots or videos you have of the issue.

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