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icon Ver.: 1.8.0iconVer.: 1.4.8.a
Size: 404MBSize: 131MB
Levels: 81Levels: 80
Updated on: October 29, 2014Updated on: October 9, 2014

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09
Aug
2011

Crashing App (Game won’t open)

By

Sometimes it can happen that the game either crashes while playing or during the opening process. In general this does not matter and is due to lack of memory. Just completely close the app via the multitask bar (double tap on the home button) and restart the game. Everything should work fine now.

If it does not work and the game still won’t open there are a couple of things that might help. If the game does open but you are back to level 1 (or any other level below your current status) stop playing and see our “Recover Village” section.

1. Turn the device off and on again

The first thing that might help to get the game working again is doing a hardware power cycle of your device. Just click on the sleep button on your device (the little black button at the top right corner) until “slide to power off” appears on the screen. After turning it off, wait a minute or so and turn the device on again by pressing the home button. If everything has started again (that might take a moment) try opening the app again.

2. Log out of Facebook and/or Game Center

Sometimes Game Center or Facebook can cause crashes of the app (for example if you have added too many neighbours for the game to handle) and it might help to log out of those services. If you are using both, log out of both of them, if the game works after that you can log back into one of them to see which one caused the problem. It might also work with both Game Center and Facebook if you are always only signed in to one of those services at the same time.

To sign out of Facebook, open the Smurf’s Village App and on the main menu screen click “Options” then “Manage Friends”. Just click on “Change Account” and you will be logged out. When the Facebook Pop-Up appears, do not give your information again, just tap on the “x” in the top right corner. If it says “Log In Now” instead of “Change Account” you are already signed out.

To sign out of Game Center you have to open the Game Center App on your device first (for more information on the Game Center App and where to find it see our “Adding Neighbours” section), then at the bottom tap on “Me” and then on the banner with your account (it should say something like “Account: youremail@mail.de”). After that a Pop-Up appears, click on the “Sign Out” button and then try opening the Smurf’s Village App again.

3. Play the Game without Internet Connection

If all of the methods stated above do not help, you can always try to play the game without any connection to the Internet. This is not a long-term solution but might help you to get your game to start so you can, for example, save your crops before they wither.

On an iPhone or iPad simply go into Settings and turn the Airplane Mode on. If the Airplane mode is not available (for example on some versions of the iPod Touch), just go to Settings -> Network -> Wi-Fi and turn that off.

4. Sync your device to iTunes

Another thing that can sometimes help is to sync your device to iTunes (iOS only). Just plug it into your computer and connect it to iTunes, then open iTunes and choose your device. At the bottom right corner is a “Sync” Button. After your device has finished synchronizing, disconnect it and try opening the game.

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Categories : Troubleshooting

Comments

  1. Cissy Bok says:

    It seems to be a sort of memory problem when the game keep on loading and hangs on the play button.
    I have the same problem on 2 villages,the android tablet seems unsolvable. The I pad problem was solved when i swiped all the other apps inclusive smurf village app out of memory after double clicking the black button.

  2. Leslie says:

    Sinds the update from android (galaxy s3) few days ago, my smurf village won´t start. It´s just block and blocks everything on my phone. I´m on level 36 so I don´t wanna deleted yet. Anyone an idea?

  3. Ils says:

    my village crashed at level 36. but I paid for smurfberries. I tries the 4 solutions above but they don't work for me. If i start all over again can I at least get my smurfberries back???

    • Stroumpfette says:

      Beeline is generally very good about reinstating purchased Smurfberries when the gane crashes and players have to restart the game. What you need to do is open a ticket via Beeline's support portal and let them know your game crashed and you have had to restart it. Ask for them to credit your purchased Smurfberries to your new game id. They will respond and ask for copies of your receipts, which you can find on iTunes (iOS) or Google Wallet (Android). Do not send the receipts until they request them. Y9u can reach Beeline at http://beeline-i.com/support.php

  4. konnie says:

    Hey, I am on an Android tablet and twice in the past the game crashed and wouldn't open and I restarted after I reinstalled. It happened again last March at level 46. And I just keep trying after every update to open. This week it suddenly opened and it is where I left off.

  5. shannon says:

    lost at level 52 just about at level 53, have emailed but no response after sending them the crash report. a lot of money and time has been spent on this village. this happened in September. Still no better.

  6. sharon says:

    i was in level 44.. now it doesnt open when i tap play.. :( 1 n a half years of my time gone.. pls help

  7. Jill says:

    I've been playing for months and now if I don't go into airplane mode I can't get into the game. I bought smurf berries Still haven't seen them as the crashing won't stop. This is beyond annoying! Seriously they need to fix it, it has been over a month, this is not how you treat customers. They act like it is my fault or that they sent it to the developers, if that is the case why hasn't it been fixed. It doesn't take that long to fix an error created by an update. My mom never gets responses from the company from her messages sent. We are both about ready to quit. We won't be adding any more beeline games.

    • Stroumpfette says:

      We empathize with your frustration. You didn't mention whether you play on Android or iOS, and because there are so many customized Android versions of the OS, Android issues can take even longer and require more resources to troubleshoot. Many bugs require much more than month to debug.

      With regard to your SB, the game cannot receive them when you are in airplane mode since it is the network that delivers them. You should open a ticket with Beeline and explain that you never received purchased SB because you cannot play the game unless your phone is in airplane mode.

      Each time a new update is released, you should contact Beeline if your crashing problem persists. We hope tour suggestions help ease your frustration a little.

      • Jill says:

        I use a Droid Razr (Android version 4.1.2).
        Funny thing is I actually receive alert that things are done since the last update but it still won't let me in unless airplane mode.
        Yeah, I realize I can't get SB's because of airplane mode, that is part of the frustration. I had one day crash free but I realized it didn't have internet connected and connected it got the offer and after I paid, it crashed. I've told them all this but it seems death ears, which doesn't really help matters. I don't feel like I'm being heard when they give you answers that you know they have on a list. That doesn't seem to help at all because it seems more robotic versus real person.
        I just want it fixed since it has been a month.

        My mom's problem is on the mountain and space she can't receive the free smurf berries, one hour in game is 5 days in actuality. She told them this and they said it was her cellphone's clock. Her clock is right because she has the same phone as me and mine works fine because the clocks are not controlled by us. Her crops work perfectly everywhere, just not in the smurf berries spots. Why do they not respond to her and when they do they say it is the cellphone's clock when there is nothing wrong with the cellphone? I've sent a through first message that they never even read from her account, I did that because I knew she was so frustrated.

        • Stroumpfette says:

          We understand it can be quite frustrating when it appears your concerns are not being heard by the game developer, but as you know, this is a fan site run by volunteers and not affiliated with Beeline the game developer. We can only suggest you continue to contact them periodically if the problems continue past the next update.

  8. shamsul says:

    my game crash, won't open when i activate internet connection, what should i do, i really miss marco n my friend

  9. Wassim says:

    Hi,
    I had a problem with my smurf village,
    I was in leve 54 and after i update my ipad for the new vision,
    Everything's is gone and start from leve 1
    Please any help to take back my village??

    • Smurfette says:

      Are you logged in to Game Center? If not, log back in and your game should come back. If you are connected to Game Center and still are on level 1, do you have an iTunes or iCloud backup from the day before you did the backup, you have to restore your device from that backup.

      • Lucky smurf says:

        Thanks j had the same problem then it kept crashing then wouldn't let me in thank you so much for your help

  10. adeptbluestar says:

    My game crashed at the end of July I have sent two support requests to Beenline with little response. They asked me for my crash log, which I sent them on August 8th and have not heard from them since. I have sent two follow-up emails with no response from them.
    I really liked the game and was on level 50. I had spent a lot of money on items and smurfberries which is now all gone.

    • acon8355 says:

      Hi adeptbluestar, I had exactly the same problem and gone through the same process as you and had no response from Beeline support since Aug too. I was level 52 and had 600+ smurfberries…….

      • Smurfette says:

        If you really have not gotten any response from Beeline's support team, try posting in their support community, that is read by Beeline employees as well. It can happen that Beeline cannot help but they should at least reply, so this is odd. You can find the support community here: https://getsatisfaction.com/beeline_games/

  11. Fady El Awad says:

    I have the same prob.. When i click play it just goes off… I tried to reboot my s4.. Still the same prob.. Help plzz:(

  12. Pai says:

    Hi my mother has been playing Smurfs village for over a year, and she is now at level 51. She is experiencing the crash similar to other recent users in which the app crashes upon launch. It has been over a week already and she can't even get to the main menu. Please help us, as I have already tried all the four methods mentioned!

    • Stroumpfette says:

      There's nothing you can do except wait for an update to see if it fixes the crash situation. We are told that Beeline is aware some players are having issues with the game crashing, but you could always open a ticket to add your voice to the list so that they get a good picture of how many people are affected by the problem. You can open the ticket at http;//beeline-i.com/support.php

  13. Ruth Gray says:

    kindle fire hd user: My Smurfs village crash today and i can't open it!!! I was on level 33 and less than twenty xp away from level 34. I finish up my windmill last monday and earned a smurfberry. Now working on my terrarium and I started to build the final stage 2 this morning. Now i'm pissed off because I know back to level 1 again with out deleting it first. For right now it's going to sit on kindle for the next update just to see if ti going to open it up for me!!!

    • Stroumpfette says:

      If it crashes at the orange screen, it is possible an update might fix the problem, but if it crashes after you press Play, you coukd have corrupted data which might be remedied by restoring from the hidden backups.

    • Siobhan says:

      Click 6 times on the papa smurf on the main menu. Then you click on the village that you were on at level 33 :) it happens a lot to people. If you go onto the troubleshooting on this site I'll tell you everything. I may be wrong, it happened to me a while ago!

  14. Ande says:

    I also have the same problems where the app crashes immediately upon launching. Does anyone have the same problems? I can't even load to the main menu…Would appreciate help on this. Thank you!

  15. Qesa says:

    My game crushed 2 days a go with a level 23 and plenty of smurfriies and coins it dosnt leave the orange beeline I tried all listed solutions :( nothing so far ever reinstall new one still having the problem

    • Stroumpfette says:

      You need to open a ticket with Beeline at http://beeline-i.com/support.php

      • Thorhild says:

        Beeline support do not answer, i have tried many times

        • Stroumpfette says:

          Are you opening a ticket at http://beeline-i.com/support.php? Usually, you get an automated response and then a response from a technical support person within 24 hours.

  16. Loris5 says:

    I've just updated my Smurfs Village and can't go through the Beeline screen when starting the game… I tried to power off my iPad, I also deleted the game and when I restart it, it asks me to choose a new village or mine (saved by Game Center). When I choose mine it becomes impossible to play (the game crashes after the orange screen). What can I do to recover my level 32 village ? :(
    (I hope my explanations are clear, I'm French actually)

    • Stroumpfette says:

      Your English is perfect, actually, and thank you for being very kind and specific in your question. Some players are able to play if they put their device in Airplane mode. You also may wish to open a ticket with Beeline at http://beeline-i.com/support.php

  17. Tegan says:

    I can not update my game it says "update" I press update the circle loading thing come up and then it just goes back to update!

  18. dec21 says:

    My game just crashed :( i cannot get passed the beeline logo upon opening the game. I have been playing with this game for over a year now and had spent real money already. I am in Level 39. I tried to visit my village using my husband's account as he also plays smurfs village but i cannot seem to visit my own village using his account as well! He can see/visit the villages of his other friends but he cannot visit mine :( I am almost done with the fifth stage progress of my windmill; i was looking forward to it seeing it finally done in a few hours. I also tried to contact beeline but i received a "something went wrong. Try again later" message. What is to be done about this? Pls help!

    • Stroumpfette says:

      Beeline was having issues with their support portal. Keep trying to get through. Your husband's village would only see a picture of yours when he visits it. He doesn't actually visit your real village. Beeline has had issues with their friend servers, so that he can't see your village is an entirely different issue than the one that won't allow you to get past the orange screen. We advise you to wait for a fix from Beeline, though you may be able to open your village if you put your phone into airplane mode.

      • Dec21 says:

        I tried to open it in airplane mode but the same thing happened. I still cannot get passed the orange beeline logo :(

        • Stroumpfette says:

          Then for sure open a ticket with Beeline.

          • Dec21 says:

            Did that already, too but i keep getting the "try again later" message…..

          • Dec21 says:

            I am still receiving notifications from Smurfs Village even though the app does not load, like my crops are about to wither or a smurf has returned to the village/island. I do not understand this. The app is still in fact working but it just wouldn't open?

          • Stroumpfette says:

            Yes, that is correct. It still runs in the background even if you can't open it. Have you tried playing in Airplane mode?

          • dec21 says:

            will it help if i delete my account and then reload/reinstall it?

          • Stroumpfette says:

            No. It will wipe out your data and you will have to restart from Level 1.

  19. William says:

    I get as far as the Beeline title screen and then the game closes. This has been going on since late Sunday, September 22. When I attempt to open a support ticket on Beeline I keep receiving the message "Something went wrong. Please go back and try again." If Beeline looks at the Smurfs Village Facebook page they will see a lot of people are having the same issue with the game not opening and the inability to open a ticket on Beeline.com.

    • Stroumpfette says:

      There was a problem with Beeline's support portal over the weekend, but we've been notified it has been fixed. Please let us know if you're still having trouble opening a ticket.

  20. Kristen says:

    i'mI'm so disappointed. Let me make this easy DITO all the others above! DITO DITO DITO! Still waiting for return email on how to fix mine!

  21. When I push play app crashes. R.I.P.