Technical Support

[Grey Alien]

A small percentage of players sometimes experience crashes which are related to the game failing to save data because of a 3rd party application on their PC blocking file access, or because they have modified the settings on the PC in an unusual way. If you think that might be happening to you, please take a look at the following information because it has helped to resolve the issue for many players before. Thanks.

--------------------------------------------------------------------------------
The Jewel Match Solitaire games try to create a folder in Documents to save profiles and settings in. Normally this is fine but in some cases there's a problem and the game will not start, or it runs but crashes when Play is clicked. However, there can be multiple possible reasons for this error, which I'll go through below. If nothing works then you'll have to request a refund from Steam.

Similarly a game may have run fine in the past but now occasionally crashes when trying to save data (which could occur when going back to the castle screen for example). Saving problems can also sometimes start after an update because the .exe file has changed and anti-virus programs don't always like that! The following solutions still apply.

First please check you are running on an actual PC and not on a emulator in Linux or using Parallels on Mac. If so, then you should request a refund because this game is only for PC and we can only support PC.

OK so here are some things to check:

1) Are you running any kind of anti-virus or anti-malware? e.g. BitDefender. Those sort of programs have been known to block the creation of the save game folder or prevent writing to the save data. If so, disable it and try running the game again. If everything is fine, then you need to look into how to "whitelist" or make an exception for the game in your anti-virus/malware software. We cannot provide support for 3rd party software.

2) Are you using OneDrive? That can cause problems with My Documents. You can disable it completely or you can disable folder protection in it as per this article: https://www.tenforums.com/tutorials/116029-turn-off-onedrive-pc-folder-backup-protection-windows-10-a.html

3) Are you using any kind of folder redirection on your PC? This can cause problems especially if My Documents is mapped to a network drive (like on a work PC). See this article for more info: https://en.wikipedia.org/wiki/Folder_redirection

4) Are you using Folder Templates to change where My Documents is kept locally? See this article for more info: https://www.tenforums.com/tutorials/7923-change-folder-template-windows-10-a.html

5) Are you logged onto Windows as administrator with full rights? This is needed so that the game can create the folders with full access rights. You can also try locating the game .exe file on your PC (you can do this from within Steam) and right clicking it and choosing Run as Administrator.

If you are still having problems, please check to see if this folder exists on your system:
C:\Users\*your name*\Documents\JewelMatchSolitaireAtlantisCE

If the folder doesn't exist, you can try creating it manually. Some people have had success with this method.

If the folder ALREADY exists, it may have been created with incorrect permissions. The best thing is to: delete the folder, make sure you are logged on as administrator, then create that folder again manually. WARNING: if you have already been playing the game for a while, this will erase your save data. If you want to keep your save data then: make a copy of the contents of that folder on your desktop, delete/create the folder, then copy your save data back into the folder.

If any of these work for you, please report back because it's useful for us to know and for other players to see what worked.

If you are still having problems, please let us know but also please be as specific with a) any error messages displayed, b) the precise actions you took which resulted in the crash e.g. what screen you were on and which button you pressed. We will do our best to help you. Thank you.