Problem with game

[David]

Well, I played this morning for a few hours and now I want to continue so I start the game, press the PLAY button, choose to continue and then when I choose next level in line the game closes and puts me back in steam.
No error message, nothing. It just shuts down and puts me back in steam. Help??

[David]

Reinstalled the game, my profile was still there but same thing happens: Game starts, choose to continue, click on the level and the game just disappears and I'm back in steam. I can play the bonus levels no problem. Only when I try to continue the main game it puts me back in steam.

[David]

Same happens when I try to create a new profile. It kicks me back to steam. I checked the integrity of the files they were ok. Reinstalling did not work. What now?

[Grey Alien]

Hi David, sorry to hear you are having this problem. Can you email the developer directly here: [e-mail] (We are just the publisher so can't offer technical support). It sounds like something may have gone wrong with writing to the profile folder perhaps due to permissions (e.g. logging onto windows as a different user) or a virus killer (if you have one installed, try disabling it)

[Grey Alien]

btw, your profile data should be stored in: C:\Users\*your name*\AppData\Roaming\JewelMatchSolitaireSteam

Can you check you have access to that folder? If you email the contents of that folder to the developers it may help them figure out what has gone wrong.

[David]

I can get as far as C:/users/'my name'/ but there's no appdata. And wonder oh wonder when I started my pc this morning the game worked again. I really don't know what happened yesterday, it was weird. But so far I can play this wonderfull game again, I'm really having a blast with it!!

[David]

It's weird. After closing steam (pc was still running) i had dinner. After dinner started steam and now the whole game won't start again. Did a total reboot of the system still no go

[Grey Alien]

Very strange! Like I said before, do you have any virus killer or anti-malware software running? Someone was running BitDefender before with one of my games and it made the game crash when it tried to save profile data. Anyway please check your email as I believe the developer has responded and requested the profile data.

[David]

It's not the virusscanner. This morning the game was fine with the scanner on. Maybe it even has nothing to do with the game, I'll have to experiment a little when it works and when it doesn't. Maybe a 100% fresh install?, I don't know how to do that though.

[Grey Alien]

What anti-virus software are you using as a matter of interest? Even if it works with it on sometimes I fear it could still interfere other times as we don't know its inner workings...

A fresh install would erase your profile and progress and there's no guarantee the issue wouldn't return.

Please post back if you figure out when it works and doesn't work. Thx.

[David]

I have AVG

[David]

And current status: Game won't start at all. In steam games list it says "active' just for three seconds and then nothing.

[David]

I tried different things but game won't start. I really want to play it because I like it very much. Maybe a teamviewer session so you can see for yourself what's happening? I would be so thankfull if this problem can be solved

[Grey Alien]

Hi David. Thanks for that info. Keep communicating with the devs via email and hopefully they can get to the bottom of this. When they've checked out the profile files, they can then rule out if it's the game or not.

[Grey Alien]

Hello again David. I've done some more research:

Are you using Windows 10? If so, it's possible that Windows Defender is blocking access to the game's data folder.

Can you follow these instructions down to Step 3 except turn OFF controlled folder access?
https://www.bleepingcomputer.com/news/microsoft/windows-10s-controlled-folder-access-anti-ransomware-feature-is-now-live/

It may already be off, but some people switch it on and I found out from another developer it can cause problems when saving.

Also can you temporarily disable AVG and then run the game again and see if that helps? Or did you already try that?

Some other things to check: Are you using One Drive or Dropbox as those can sometimes cause issues.

[David]

I mailed a lot with one of the guys who made the game. Yesterday I got the game to work again and today it still works. Don't shout hooray yet but we are making progress