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A thread for any tech issues you may have. Please also include the operating system you are using.
Edited on 10/17/2017 at 9:05:13 AM PST
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![[Post New]](/templates/wanda/images/icon_minipost_new.gif) by Nilosh on Oct 17, 17 8:54 AM
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After having played demo without a hitch, I purchased the game and to my great disappointment, it does not work. I cannot open the file, keep getting a black screen and have installed and re-installed twice. Who do I contact for reimbursement if there is no fix to this. Windows 7
Edited on 10/17/2017 at 8:57:22 AM PST
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Hello Everyone!
If you're having problems getting the game to work correctly, we highly recommend visiting Big Fish Games Help as they are always the quickest way to get technical problems resolved. Here are a few suggested help articles that have helped many people correct this type of problem in the past:
Game Crashing, Freezing, or Blank Screen
Game Compatibility
Run Game as Administrator
If you are not able to get a game working properly using Big Fish Games Help, please get in touch with Customer Support Team. It would be helpful if you could state what system you are playing the game on (i.e. PC, MAC or Mobile), so we can provide you with the appropriate support as quickly as possible.
*Finally, please reserve this thread for tech issues only. If you are seeking game play assistance (i.e. hints and tips), the best thing to do is to start a new thread in the game's Forum by clicking on 'Create New Discussion.'
bfgBeruna 
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Hello Nilosh,
I'm really sorry to hear the game won't open and am here to help fix that. Oftentimes when a black screen is seen, the game is experiencing a display issue, so let's troubleshoot that.
The first thing I'd recommend trying is to see whether the computer's video card driver is up to date. This driver controls how the computer's graphics display and installing a newer version can help fix what's causing the game not to load properly. I'd also suggest running the game in Administrator Mode to ensure it has the permissions it needs to access all of the computer's resources. The help pages below will walk you through those processes.
Game Crashing, Freezing, or Blank Screen
Run Game as Administrator
If those steps don't fix the game, please contact our Technical Support Team. They'll be the best equipped to provide further assistance.
Thanks for your patience. Please feel free to PM me or another of the active Moderators if any more questions remain. We'll be happy to help.
bfgBeruna
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by Ww2011 on Oct 19, 17 3:01 AM
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I really enjoyed this game and finished all levels.. but when I went to bonus level and to the first castle it started out fine letting me build each section then all at once the add on castle sections were not available.. I know there are more to add to it..because I only added 4 sections..any ideas on how to solve this issue?
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Hello Everyone,
I'm swimming by to provide some more troubleshooting guidance. I really want to help fix this game!
Whenever game won't advance correctly or crashes, I recommend checking to see whether an update is available for the computer's video card driver. I also suggest running the game with administrator permissions. Both of these processes have helped players experiencing similar troubles in the past. I've included help articles below that will walk you through the respective solutions:
Game Crashing, Freezing, or Blank Screen
Run Game as Administrator
If the game still isn't working properly, please contact our Technical Support Team for further assistance. Likewise, if any questions remain, don't hesitate to PM me or one of my fellow moderators. We'll be happy to help however we can.
bfgBeruna
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by Leemo on Oct 19, 17 9:43 PM
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Ww2011 wrote:I really enjoyed this game and finished all levels.. but when I went to bonus level and to the first castle it started out fine letting me build each section then all at once the add on castle sections were not available.. I know there are more to add to it..because I only added 4 sections..any ideas on how to solve this issue?
Same here. I'm playing on an i7PC- Win10.
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two profiles one said 14 emeralds the other is 85 both are on level 40 what wont go until I get all the emeralds. I suppose something wrong with the adding, please fix, or a refund I do have all the emrald sand the stars, obviously a error in math.
tried an other one and it is 85 emeralds to 40 levels wont go any further, or a fix or a refund please
Edited on 10/20/2017 at 1:39:48 PM PST
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by Nilosh on Oct 20, 17 3:41 PM
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bfgBeruna wrote:Hello Nilosh,
I'm really sorry to hear the game won't open and am here to help fix that. Oftentimes when a black screen is seen, the game is experiencing a display issue, so let's troubleshoot that.
The first thing I'd recommend trying is to see whether the computer's video card driver is up to date. This driver controls how the computer's graphics display and installing a newer version can help fix what's causing the game not to load properly. I'd also suggest running the game in Administrator Mode to ensure it has the permissions it needs to access all of the computer's resources. The help pages below will walk you through those processes.
<a href="https://bigfishgames.zendesk.com/hc/en-us/articles/230485248"> Game Crashing, Freezing, or Blank Screen</a>
<a href="https://bigfishgames.zendesk.com/hc/en-us/articles/231139168"> Run Game as Administrator</a>
If those steps don't fix the game, please contact our <a href="https://bigfishgames.zendesk.com/hc/en-us/categories/115000093788"> Technical Support Team</a>. They'll be the best equipped to provide further assistance.
Thanks for your patience. Please feel free to PM me or another of the active Moderators if any more questions remain. We'll be happy to help.
bfgBeruna
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by Nilosh on Oct 20, 17 3:43 PM
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My card and computer are up to date. I have managed to load the game but now after having played until level 99, my castle options are gone. This game is in dire need of a fix as many other users are having similar problems. Paying full CE price for a game that is not working is unacceptable. Please inform us as to whether the bugs will be fixed.
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phoenix_rising wrote:I have been writing to the one in charge and they ask me to send the files, what files ?
The person who's making that request wants your saved game file. Since you stated earlier that you're on Windows 7, you need to reveal your hidden files and folders first by going to the Organize tab under Windows Explorer and picking Folder and Search Options first, then go the View Tab and under there select the button for show "hidden files, folders, and drives". Then go to this filepath in your C: drive:
C: users\yourusername\appdata\roaming\Jewel Match Solitaire Collectors Edition
and copy that folder to an email so they can check out the files to see if anything's wrong with them. Make sure you go back to the Organize tab and re-hide all your hidden files, etc. before exiting so you don't accidentally delete important folders, etc. later (this is a safety issue built into some versions of Windows, although I heard Win 10 doesn't do this anymore?) I realize it's frustrating to not be able to continue on due to a possible glitch, but without providing them the files to troubleshoot there's no way to get it fixed. BFG is only a portal so can't really help much with bugs in games. I will say though that if there really is a game-breaking bug BFG should pull the game off the site until the developer sorts the problem out.
Edited on 10/21/2017 at 12:29:34 PM PST
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