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Hello Everybody,
Thanks for your patience while waiting for a response. Let's get down to troubleshooting.
When a game stops progressing, or when it doesn't respond to commands, we recommend checking the video card driver on the computer to see if there's a new update available. We also suggest running the game with administrator permissions. The help pages below contain further instruction.
Game Crashing, Freezing, or Blank Screen
Run Game as Administrator
If those steps don't work, or have already been tried, please contact our Technical Support Team. They will be able to provide further help.
Thanks again for your understanding. Please don't hesitate to PM me or another active Moderator if more questions arise. We'll be waiting here to help.
bfgBeruna 
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sonofstar wrote:I'm almost completely finished with the Bonus Chapter playing in Windows 10. I have to get the 3 pieces that go in the wall to get the wine bottle where Blunt's soul is stored. I have 2 but cannot pick the triangle up off the table. No matter how many times the Hint takes me there and points it out, and no matter how many times I click on it, I get a message saying to place the cursed object there. But you can't do that without that last piece to open the niche in the wall. Frustrated to get so far and not be able to complete it.
I'm having the same problem I am on Windows 7 Professional. I have been playing for 3 hours, have been very diligent in collecting all the collectibles. I have them all except for ONE butterfly...which I cannot get because of this problem. This is very frustrating to say the least. 
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Hello Everyone,
I just wanted to swim by real fast to let players know that a reported issue has had an update provided which may resolve the issue on subsequent playthroughs. For more information on that update and how to install it, please see our announcement below:
UPDATE! New version available for Mystery Tales: The House of Others CE (PC) - August 7, 2017
Thank you to our players who helped us with this investigation. As a reiteration, players will need to create a new profile in the game to continue progress in the bonus chapter if they are already unable to continue. We're sorry for this, but new profiles should no longer encounter the issue reported with a wall token being unable to be retrieved.
For any problems that continue after trying the update or if there's trouble installing that update, I recommend contacting our Technical Support Team. Our Reps are always happy to help out and will do their best to get back in touch as soon as possible.
Thank you all for your patience while our teams worked on resolving that reported issue. If there are any further questions, please feel free to PM me or any of our other moderators. We are all happy to listen and help out as best we can.
bfgIlinalta
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My problem isn't tech. i'm sure it's a stupid Q.but here goes. if you have played a game with no trouble and the update becomes available should you update? It seems redundant but at the same time I feel compelled to do it .Please tell me if I'm wasting
my time. Or not! 
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I also want to know the answer to that question. If you didn't have a problem with the game should you update?
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Apparently I am the only one having a problem with placing the gas mask in the cave? The Walkthru says to place the gas mask in the cave. The Hint zooms into the cave for action, but if not placing the gasmask, which Walkthru says to do...then what? I have tried placing that gas mask everywhere in that cave to no avail. What am I doing wrong? Help!
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![[Post New]](/templates/wanda/images/icon_minipost_new.gif) by slmken on Oct 7, 17 4:42 AM
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GlennMcC wrote:Have the same Bonus Chapter issue. Can't complete the game 
The last wall token is on the table but you can't take it!!
I have the same as glen only. I've tried uninstalling the game and reinstalling the game And change profile and still having the same problem
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Downloaded the updated version on 21st October now I cannot finish the bonus game as I cannot get the possessed charm.
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