In this Harry Potter: Hogwarts Mystery troubleshooting guide, we wanted to help you with some fixes to all of the game's currently known errors such as crashes, lags, not starting and server issues.

- The game crashes: Sometimes you may experience HPHM crashes, this is mostly due to insufficient phone memory. To resolve this, you need to close apps that you don’t currently use and then restart the game again.

- Never-ending loading screen: Sometimes it happens that the HPHM hangs. Here you have to force a restart by closing the app's window and then restart the game.

- Connection error message: To run the HPHM smoothly on your mobile device you need a constant internet connection. So you may encounter this message, if your Internet breaks off or you have disabled this.

- Gems don’t play / appear as a reward: After learning new spells or potions, you should actually get +5 gems, but your account will not fill up. So click on the plus next to the gems on the top right. It opens the Buy window. After you close it, the gems / your rewards should appear.

- The game freezes: It can happen that you cannot click on anything anymore. Again, either a reboot or - in a few cases - it is enough, if you disable the phone screen briefly and then turn it on again.

- Facebook Login Loop : You open the app, are asked to sign in to Facebook, do so and return to the app just to be asked to sign up on Facebook. Uninstalling can help here before you download the app again.

- Lessons finish before you get all the stars: The time has not yet passed, but the Rictusempra lesson ends before you have collected all the stars. This seems to be a bug that will surely be fixed with the next update.

Fix Crashes, Not Start Errors, Harry Potter, Hogwarts Mystery

If you have an issue that is not listed here or is constantly occurring, then you can contact the official support at


  1. Unknown Says:
  2. To me it never gave problems until end of year 1. Now as soon as Dumbledore says I won the house cup the game crashes. I tried hundreds of times but no way. What should I do?

  3. Unknown Says:
  4. I am currently having the same problem.

  5. Caroline Says:
  6. I'm up to the ice vault in chapter 10 of year 2. I clicked to begin the task and it's been on the Hogwarts crest for 8 hours now without starting the task. I've tried restarting my phone and closing and reopening the app and it won't go further. This is the first task after the new update. What do I do?

  7. Caroline Says:
  8. I'm in the middle of chapter 10 of year 2. I'm up to facing the cursed vault and I clicked on the task to begin it. Ever since, the app has been stuck on the Hogwarts crest screen and won't move forward. It's been like this for 8 hours now. I've tried closing and reopening the app as well as turning my phone off. This was the first task I'm doing after the new update. What do I do to get rid of this screen and continue forward in the game without losing my progress?

  9. Unknown Says:
  10. It gets stuck loading the Hogwarts crest right after opening the app. Rebooting and force restarting has not worked. Any advice?

  11. Unknown Says:
  12. I had same problem. Once I verified my game was on facebook, I uninstalled the app and reinstalled it. Loaded the FB game and it worked.

  13. Unknown Says:
  14. Caroline, I have the exact same issue. I was about to start the 8 hours task in year 2, chapter 10. Now the game won't load, it gets stuck on the Hogwarts logo... Have you fixed it?

  15. Unknown Says:
  16. The same has happened to mine! Did you get it sorted?

  17. Unknown Says:
  18. My screen freezes on the Hogwarts crest right after opening the app. It's been doing this for three days and I've tried all of the fixes you listed above. Any other advice?

  19. Unknown Says:
  20. I'm at the end of year 2, and chose to initiate the battle against the "ice knight" and now the game is stuck on a screen with only a floating Hogwarts crest. I've tried closing the game and reopening it, but it makes no difference.

  21. Unknown Says:
  22. I have the same exact problem! Tried to force stop the app in my phone's settings and then restart the app. But still... Loading screen

  23. Unknown Says:
  24. I have the same exact problem! Tried to force stop the app in my phone's setting, but still... Loading screen

  25. Unknown Says:
  26. I have had the same trouble with the Year 4 cursed vault. It has been like this for days. I have contact jamcity with no response as of yet.

  27. Linsayt0 Says:
  28. Same here and there isn't a fix for it. I am so annoyed ��

  29. Unknown Says:
  30. Mine is doing the same thing now. Did you get yours back working?

  31. Year 3 for me and I'm crashing after 10 mins of play

  32. Unknown Says:
  33. I am having the same problem in year four. Did you find a fix? I sent an email to the company four days ago and they sent me a generic reply that has nothing to do with the issue (it was due to the event ending).

  34. Unknown Says:
  35. Same issue, but I'm on year four. Did you find a solution?

  36. Caroline Says:
  37. I found a solution on a different thread (I forgot what website). I followed the instructions and it worked no matter how scary it looked. Go into settings and delete the app cache, app data and uninstall the app. Reinstall it and the issue is fixed. I've done this about 5x so far and it works now.
    I take no credit in coming up with this solution.

  38. Unknown Says:
  39. Same for me

  40. Unknown Says:
  41. It's doing this to me as well I thought it was just my phone

  42. KashyaCharsi Says:
  43. I do when I am about to enter the Great Hall to be sorted.

  44. Hades Says:
  45. I just updated my game its now in year 2 first scene and everytime it went to give food it crashes and when i re enter it does dat again wat i do

  46. Unknown Says:
  47. Same.

  48. Unknown Says:
  49. New phone and van't get thé game open.
    Ik click open and thé screen appears and then shuts down

  50. Devix Says:
  51. so, I’m at year 2 chapter 10 where Bill, Penny, and I go to the cursed vault after meeting in the courtyard. It’ll work as smoothly and perfectly as possible, then once Penny casts Incendio, it freezes and crashes on me. I’ve restarted the game lots of times and I’ve even restarted my phone, but it won’t work. Does anyone know how to fix this?

  52. My problem is that before the feast and after his speech it freezes up and crashes

  53. Unknown Says:
  54. what to do when it login in but will go out not to long after

  55. Give me your number Caroline maybe I can help you

  56. Unknown Says:
  57. I'm trying to play on my PC, and when i click where it says to click, it just keeps going even though i've downloaded it a million times!

  58. Unknown Says:
  59. so this is 2 years late, but did you ever find out how to fix your game without it completely resetting? I'm having the exact same problem, I get to the great hall to finish year 1 and then my game crashes


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