General troubleshooting steps – Jigsaw Puzzle Collection HD

If you're experiencing crashing or freezing, here are some steps on how you can try to fix the problem:

1. Restart your device

To restart your iOS device, please press and hold the Lock button and the Home button simultaneously for more than 10 seconds until the device reboots.

To restart your Android device, please press and hold the Power button and the Volume Down button simultaneously for more than 7 seconds until the device reboots.

Note: Please do not reinstall the app unless advised by a support specialist, as it leads to loss of all the progress of the game.

2. Check how much storage space is available on your device

Please check if there is enough free space on your device. You can find this information in the Settings of your device.

In case you lack storage space, you may try deleting some completed or in-progress works in the game.

3. Make sure if your internet connection is stable

You may need to try to use a different wi-fi source.

Note: If you are having trouble accessing or loading the game, it is also useful to try opening the app with the internet connection turned off. Please notify a support specialist if the app opens without the internet connection rather than with one.

4. Close all the rest of the apps while playing

How to force close an app on iOS devices:

https://support.apple.com/en-us/HT201330

How to force close an app on Android devices:

https://support.google.com/android/answer/9079646?hl=en

5. Make sure you have the latest version of your game app installed from the App Store/Google Play Store

To see if there are any updates for your app, open App Store/Google Play Store by tapping the icon from your home screen
Find the app in the store by its name using the search bar
Check if there is an Update button available on the app page.

6. Ask for help from a support specialist

If you haven't already, please help us to help you by sending us the following information: Game/User ID, current app version, OS version, and device model.

Game/User ID and the current app version can be found in the Settings/Info section of the game. Settings/Info section of the game is located at the top corner of the Start screen, and for Color by Number games in the “My Collection” section.

Game/User ID and the current app version can be found at the bottom of this section. The ID looks like a set of letters and numbers.

OS version and device model can be found in the Settings of your device.