I’m having a problem playing my game. How do I fix it? (All Casual Games, Multiple Solutions)

Solution 1: Restart your PC or tablet Note

If your game won’t launch, first try a restart from your computer’s power menu. This step is suggested a lot, but often times, it does the trick! A lot of people shut down their machine at night. When they start up in the morning they think they have done a full restart but it isn’t the same procedure. Shutting down like this will only preserve issues and problems while a Restart will reset issues and restore connections.
Before you restart, save your work and close any open apps. If there’s a Power icon on your Start screen, select it, and then select Restart. Otherwise, do the following:

  1. Swipe in from the right edge of the screen, and then select Settings. (If you’re using a mouse, point to the lower-right corner of the screen, move the mouse pointer up, and then select Settings.)
  2. Select Power and then Restart.


Solution 2: Check the Xbox Live service status

Whenever Xbox Live goes down, progress disappears. We know that can be alarming but it comes back when the service is back up again. To check the Xbox Live status, go to http://www.xbox.com and log in with your account. Click on Support.

On the Support Page, you will see a link near the top that says “Xbox Service is Up” or “Xbox Service is Limited” or “Xbox Service is Down”    If service is limited or down, you may not be able to log into your game until the service is fixed.

You can also go to http://support.xbox.com/en-US/xbox-live-status


Solution 3: Check for device updates Windows 10

If you use automatic updating, you don’t need to check for important and recommended updates. Windows Update checks for these updates and installs them when they’re ready. If you don’t use automatic updating, you should check for updates yourself at least once a week. We usually release important updates once a month. However, updates could be released at any time. No matter what your settings are, some updates aren’t installed automatically. These include optional updates and updates that require you to accept new Terms of Use. When these updates are available, Windows Update will let you know that they’re ready to be installed.

  1. Select the Start button. In the search box, type Update, and then select Windows Update in the list of results.
  2. In the left pane, select Check for updates, and then wait while Windows looks for the latest updates for your computer.
  3. If any updates are found, select Install updates.Note You might need to restart your device to finish installing some updates. Save and close all your files and apps before you restart so you don’t lose anything.

Windows 8.1 To check for updates, follow these steps:

  1. Open Windows Update by swiping in from the right edge of the screen (or, if you’re using a mouse, by pointing to the lower-right corner of the screen and moving the mouse pointer up), selecting Settings, selecting Change PC settings, and then selecting Update and recovery.
  2. Select Check now, and then wait while Windows looks for the latest updates for your device.
  3. If updates are found, select Install updates.
  4. Read and accept the license terms, and then select Finish if necessary. Note You might need to restart your device to finish installing some updates. Save and close all your files and apps before you restart so you don’t lose anything.

If updating Windows doesn’t resolve the problem, check for game updates.


Solution 4: Check for game updates

Here’s how to find out if you’re running the latest version of your game. Windows 10

  1. Open the Store and sign in with the account you use to play the game.
  2. In the search box, type the name of the game. For example, type Microsoft Solitaire Collection in the search box.
  3. On the game detail page, the button will show Open if you have the latest version. If it shows Update, select it to update your game.


Alternatively, you can select your account icon in the Store (to the left of the search box), and then select Downloads and Updates to see if there’s an update available for your game.



Check of updates: Windows 8.1

  1. Open the Store and sign in with the account you use to play the game.
  2. Move your mouse to the far right of your screen, or swipe in from the right, to show the charm menu.
  3. Select Settings.settings
  4. Select App updates.app-updates
  5. On the App updates screen, select Check for updates.check-updates

If updating the game doesn’t resolve the problem, uninstall and then reinstall the game from your device.


Solution 5: Uninstall and reinstall the game

PLEASE NOTE: If you don’t normally sign in while playing, uninstalling the app will erase all of your games and progress. However, if you sign in to the game before you uninstall, your data will be saved to the cloud, and any saved games won’t be lost when you uninstall and reinstall the game. You’ll be able to pick up where you left off in any game you’re currently playing.

  1. Uninstall Microsoft Solitaire (or other game you wish to uninstall) by right-clicking the app icon and choosing Uninstall from the menu.
  2. Press the Windows key + R, or swipe from the bottom-left corner to open the Run window.
  3. Type “wsreset in the Run window, and then click ENTER.
  4. A black window may open to show that the reset is running.
  5. Open the Windows Store if it doesn’t automatically do so and wait a few moments. You should see the Store window blink and reset.
  6. Hover over the profile icon and sign in.
  7. Hover over your profile icon and click Settings.
  8. In the Settings menu, select App Updates.
  9. In the App Updates menu, select the Check for Updates check box.
  10. Click the arrow icon at the top left to go back to the previous window.

In the search bar at the right, type Microsoft Solitaire (or other uninstalled game). Reinstall your game.


Solution 6: Make sure your firewall/antivirus software isn’t blocking the app

You should check your firewall/security settings. Unfortunately, this step varies by whatever anti-virus or firewall you use. You will need to open your settings and make sure that it is not blocking any apps.

For Windows Firewall on Windows 10 or Windows 8.1, see Protect my PC from viruses. The steps to unblock the game (or any app that needs to access Xbox Live) will vary depending on the antivirus or firewall software you use. Refer to the documentation for your antivirus or firewall software to open the settings and make sure that the software is not blocking the app. If your antivirus or firewall has an app “whitelist” make sure that your Xbox Live-enabled games are on this list. Troubleshooting tools If you need further help troubleshooting problems with a Microsoft Casual Games title, see Run the troubleshooter for Windows apps.


Need more help?
Please visit this help link for more support: http://support.xbox.com/en-US/contact-us