After losing progress and getting most of it back (after a several days and a couple of exchanges with day-long waits between them), videos don't play for me. Anyone had this issue? Here's what was suggested ... suggested steps were either not an issue (I'm already connected to strong wifi, for example), or made no different (clearing the cache); I'm now waiting for another response:
Following was removed with no explanation. Seems to me it'd be helpful to someone. So I'm putting it back.
Before we say anything else, please DO NOT UNINSTALL to try fixing troubles. You could delete your savegame and not be able to recover it. Try the suggestions below first, and if you are still having trouble you can contact support.
The majority of problems with any game can be solved by ensuring you have plenty of system resources and a good reliable bandwidth connection to your Internet Service Provider.
CLOSE ALL OTHER PROGRAMS
When you exit out of any app it does not completely disappear from working memory. When there are several programs left running in the background, they may compete with the game for space and processing time.
Let this game run by itself and see if its performance improves. Before launching this game, it is a good idea to close all other running apps (Double tap home button to see apps running. swipe the upwards with finger to clear from memory) and if you really want to be on the safe side, then power down the device and restart, to ensure no program stubs remain.
DON’T LET YOUR STORAGE GET TOO FULL
If your device is nearly full, problems may occur. Make sure that you have plenty of extra free space above the actual program size, for caching purposes. Apps need space to write and store temporary files. If your device's storage space is nearing full, delete some old unused free apps or move some media files to another device, to free up some space.
CHECK THE QUALITY OF YOUR CONNECTION
The quality of the Internet connection can affect game stability. Always use a reliable Wi-Fi connection rather than a network connection (3G, 4G) because mobile connections can vary wildly.
Having high "bars" indicates good signal strength but may not reflect actual throughput. Even if you have good signal strength showing for your Wi-Fi connection, your bandwidth may be limited if the network is congested, For example, if there are many users sharing the network and/or others are doing bandwidth-intensive activities such as streaming video, you might not be getting good throughput.
There are free bandwidth tests to check your total throughput. You needn’t install any software, these can run right through your device’s browser. Just search for “bandwidth test.” You should have at least 10Mb download and 3Mb upload for the game to run properly.