IMPORTANT: Do not uninstall the app before taking all troubleshooting steps, as you may permanently lose your game progress. 

Windows Phone

1. Force close the app
2. Restart your device
3. Update the app
4. Update your device software
5. Check your internet connection
6. Check how much free space is left on your device

Windows Tablet/PC

1. Force close the app
2. Restart your device
3. Update the app
4. Update your device software
5. Check your internet connection
6. Check how much free space is left on your device

Visit the official Microsoft site for additional Windows support.

Note: the following troubleshooting steps also apply to apps that are no longer receiving updates and have moved to a legacy status. If these steps do not help, then it is likely that the legacy app will no longer work as intended on your device.

Windows Phone

1. Force close the app and any apps running in the background

1. Hold the "back" button on the phone.
2. All open apps will appear onscreen.
3. Press the X or swipe up/down to force close the app.

2. Restart your device

1. Hold the power button.
2. The slide down to power off screen will be displayed. Slide it to the bottom of the screen to power off the device. Slide the screen up to keep the device on.
3. Hold the power button for several seconds to turn device back on.

3. Update app

1. Tap on Store.
2. Select the ... button.
3. Go to Settings and look for Check for updates.
4. A pop-up stating "We’re checking for app updates..." will appear. Tap Ok to close it.
   • If the Update Apps Automatically setting is set to OFF, the system will look for updates and download them.
   • Past updates will appear on the History page, along with the version of the app on your device.

4. Update your device software

1. Go to Settings.
2. Scroll down until you find phone update.
3. Tap on check for updates.

5. Check your internet connection

Ensure that you are connected to the internet and have a steady Wi-Fi connection.

6. Check how much free space is left on your device

1. Go to Settings.
2. Tap on storage sense.
3. Free space and total space will be displayed.

Windows Tablet/PC

1. Force close the app and any apps running in the background.

1. Swipe or click from the left.
2. All open apps will appear on the left-hand side of the screen.
3. Drag app to the center of the screen, then drag it to the bottom of the screen.
4. The app icon will flip over, which means the app is closed.

2. Restart your device

1. Swipe or click from the right side of the screen.
2. Select "Power".
3. Choose Shut down to power off device.
4. Hold the power button until the Surface logo appears to turn device back on.

3. Update the app

1. Select "Store".
2. Swipe or click from the right side of the screen.
3. Tap "Settings".
4. Choose App updates.
5. Tap "Check for updates" (make sure you are connected to the internet).

4. Update your device software

1. Swipe up from the bottom of the screen, or use the search function to find PC Settings.
2. Select PC settings.
3. Click Update and recovery
4. Select Windows Update, then Check now (make sure you are connected to the internet).

5. Check your internet connection

Ensure that you are connected to the internet and have a steady Wi-Fi connection.

6. Check how much free space is left on your device

1. Select PC Settings.
2. Tap PC and devices.
3. Choose Disc space.