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Microsoft Casual Games FAQ

This page answers frequently asked questions about Microsoft Casual Games titles on Windows 10 or Windows 8.1. This info applies to the following game titles:

  • Microsoft Solitaire Collection
  • Microsoft Bingo
  • Microsoft Jigsaw
  • Microsoft Mahjong
  • Microsoft Minesweeper
  • Microsoft Sudoku
  • Wordament

Frequently asked questions

I'm getting prompted to switch to a Microsoft account or update my Xbox Live information. What's up?

You need a Microsoft account so that the game can save your progress data to the cloud. The Microsoft account automatically gives you an Xbox account, where your game data is saved.

I’m having a problem playing my game. How do I fix it?

If you’re having trouble playing your game, try the following solutions.

Solution 1: Check the Xbox Live service status

If you see any alerts here, wait until the service is up and running and try again:

Xbox Live Core Services: up and running
2016-12-04T10:49:30.7124517+00:00

Solution 2: Restart your PC or tablet

Note 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 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.

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.
  1. Select App updates.
  1. On the App updates screen, select Check for 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

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. On the Start screen, swipe in from the right edge (or, if you're using a mouse, point to the lower-right corner of the screen and move the mouse pointer up), select Search, and then type the game title in the search box. For example, type Microsoft Solitaire Collection in the search box.
  2. Press and hold (or right-click) the app tile, and then select Uninstall.
  3. Restart your device.
  4. Press Windows key + R.
  5. In the Open box, type wsreset.exe, and then press Enter. The Windows Store will open so you can reinstall the game.

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

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.

What do I do if I’m having trouble with a Daily Challenge?

All Daily Challenges are tested and guaranteed to be solvable, but sometimes even great players get stuck. Go to the Where can I find the Casual Games community? section below for details on how to find the community for the game you’re playing.

When I launch the game, I can't sign in to Xbox Live. Does this matter?

Yes. This will prevent you from accessing your achievements, game progress, and other game data. All this data is saved in the cloud on your Xbox account, and if you can't sign in to Xbox through your game, you can't save your achievements and game progress. See Connecting to Xbox Live from a PC for troubleshooting steps.

Do I need to be online or connected to the Internet to play?

If you’re planning to be in an area with no online coverage, such as a long-distance flight or a sailing excursion, you can prepare your Windows 10 device to allow you to play offline.

For details on how to configure your Windows 10 device for offline play, visit Play games offline on Windows 10 using Offline mode.

Note Microsoft Bingo requires an online connection. You won’t be able to play this game while offline.

If you play offline, some features, such as the ability to purchase additional items from the Windows Store, will not be available. Additionally, any leaderboards will be unavailable while you're offline.

If you earn any achievements while playing offline, they will sync to your account the next time you sign in to Xbox Live on your device. Your game save progress will also sync when you sign in to Xbox Live.

I'm having problems purchasing items from the Windows Store. What do I do?

Go to the Apps & Windows Store support page. This page helps with common Store problems and includes options to request help.

Where can I find the Casual Games community?

If you're still having problems playing your game, visit the game’s community page to ask questions and get additional support from the Microsoft Casual Games team. Find the game’s page below:

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