# \[INVESTIGATING\] Freeze up since 0.38 **URL:** \ **Category:** Early Access Bug Reports\ **Created:** [October 29, 2021, 9:14am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728 "2021-10-29T09:14:34Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![Cookie](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/cookie/32/20_2.png) [@Cookie](https://community.puzzlequest3.com/u/Cookie)\ **Post date:** [October 29, 2021, 9:14am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/1 "2021-10-29T09:14:34Z")
**Platform, device and operation system** Android 8.1.0 [Alcatel TCL A1X (A503DL **What were you expecting to happen, and what actually happened** The game to work like it did in 0.37. Sure I had some soft crashes here or there but overall the game worked pretty good. No matter what I done so far. I get anywhere from 5-10 minutes of game time before the game freezes. Doesn’t matter where I’m at. I’m forced to close the game and reopen it. Luckily atleast with 0.38 patch I’ve gone back 100% to the battles I was in. I even uninstalled and reinstalled the game. Uninstalled apps I don’t currently use and regularly restart my phone. I have the game settings all turned down. Gems of war works fine on my phone and that is the only game comparison I have right now. **How often does this happen? When did it begin happening?** Anywhere from 5-10 minutes roughly. **Steps to make it happen again** Just play the game and it will happen for me. _Please detail the steps taken to trigger this bug. The more detailed the breakdown, the easier it is for us to test in-house._ Only way to test it would to be have the same phone with same version of android on it. ---
**Author:** ![Cookie](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/cookie/32/20_2.png) [@Cookie](https://community.puzzlequest3.com/u/Cookie)\ **Post date:** [October 31, 2021, 9:18am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/2 "2021-10-31T09:18:14Z")
Captains Log: Stardate 99429.67 - While battling the Romulans in the PVP Arena of Open, Restricted and Elite Tourneys. I encountered anomalies of hard vacuum that resulted in the ship computer being frozen for 18 parsecs. (Earth Translation: 8:05 PM EST 10-30-2021 I froze 18 times between Open, Restricted and Elite tourneys. I rebooted game to resume battles) Captains Log: Stardate 99430.51 - While navigating The Badlands I was ambushed by The Marquis that resulted in some Skirmishes and losses of crew. We evaded them to the planet of Marva IV. We went to low orbit to start repairs on the ship. An away team was sent to scout the planet since the federation knew of it only by name. We collected local flora and fauna when we were attacked by wild unknown beasts and lost 2 of the red shirts. ( Earth Translation: 3:30 AM EST 10-31-2021 Between Challenge Skirmishes and Dungeons I had 4 battles freeze I had to reboot game to resume) Captains Log: Stardate 99430.57 - The crew enjoyed some time away on Risa. The morale of the crew improved greatly with the time of the ship. (Earth Translation - 4:00 AM EST 10-31-2021 No freezes during daily siege and event dungeons.) ![picard](https://us1.discourse-cdn.com/flex019/uploads/puzzlequest3/original/2X/2/24062732e3fb46360f234bd63f1a0b6e41cac5a0.webp) ---
**Author:** ![Isabel\_Archer1](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/isabel_archer1/32/1054_2.png) [@Isabel\_Archer1](https://community.puzzlequest3.com/u/Isabel_Archer1)\ **Post date:** [October 31, 2021, 9:21am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/3 "2021-10-31T09:21:43Z")
Oh Cookie I feel so bad that your having those issues and I hope you get the devs to help resolve your issue. But that post is hysterical 🤣 ---
**Author:** ![Jeto](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/jeto/32/6326_2.png) [@Jeto](https://community.puzzlequest3.com/u/Jeto)\ **Post date:** [November 1, 2021, 3:07am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/4 "2021-11-01T03:07:55Z")
Hello @Cookie ! I’ve spotted your comments about some performance issues around the threads! I’ll follow this up with the team to see what is causing this, I may return with follow up questions! Jeto - Support Human 🧙🏻‍♀️ ---
**Author:** ![Cookie](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/cookie/32/20_2.png) [@Cookie](https://community.puzzlequest3.com/u/Cookie)\ **Post date:** [November 1, 2021, 5:00am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/5 "2021-11-01T05:00:02Z")
I’ve already done all of this stuff. I have a updated today chronicles in the life of Captain Cookie roaming the galaxy in search of new life. (long and short of it alot of freezing during pvp which had to close the game and reopen only lost one pvp token) Report in the morning with the info. I’m also going to reinstall the game again to see if that helps. > **[General Troubleshooting Guide (Android)](https://puzzlequest3.zendesk.com/hc/en-us/articles/360002793155-General-Troubleshooting-Guide-Android-)** > > Try these steps if Puzzle Quest 3 crashes, freezes or lags frequently on your Android device. > For connection issues, please see this article here.  > 1. Enable background app refresh > Puzzle Quest 3 r... > **[Connection issues troubleshooting](https://puzzlequest3.zendesk.com/hc/en-us/articles/360001886555)** > > Try these steps if you encounter connection issues with the server or game. > These can be used as prevention for slow internet or connection problems as well as to fix a problem. > 1. Check the game s... > **[Exit or Force Close the game on Android](https://puzzlequest3.zendesk.com/hc/en-us/articles/360002706136)** > > Usually, by default on mobile devices, apps are minimised and run in the background when returning to the home screen, to fully exit the game follow the steps below. > There are 2 ways to close your ... > **[Fix internet connection problems on Android devices - Google Play Help](https://support.google.com/googleplay/answer/2651367?hl=en)** > > If you can't access the Internet on your Android device, either through an app or a website, try these troubleshooting steps. > Signs of a ba ---
**Author:** ![Cookie](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/cookie/32/20_2.png) [@Cookie](https://community.puzzlequest3.com/u/Cookie)\ **Post date:** [November 2, 2021, 12:13am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/6 "2021-11-02T00:13:09Z")
10-31-21 8:25pm EST Open pvp froze 3 and have to restart (lost one token. 1st time in awhile it didn’t go back to battle) 9:05pm Also froze at the follower menu had to restart 9:35 froze once at restricted 1 pvp and had to restart 9:51 Froze 5 time in elite pvp and had to restart 10:52 Froze in shop after purchase completed 11:02 Froze 3 times in élite pvp and have to restart 11:24 froze during challenge skirmish and had to restart 11:33 froze after a challenge skirmish after open chest 11:45 from navigating map 11:46 PM EST from during challenge dungeon and had to restart 12:38 AM EST 11-1-2021 Froze during event dungeon 12:44 froze while switching to one of my other characters and had to restart (reinstalled game today and not much better results so far) ---
**Author:** ![Cookie](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/cookie/32/20_2.png) [@Cookie](https://community.puzzlequest3.com/u/Cookie)\ **Post date:** [November 3, 2021, 5:29am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/7 "2021-11-03T05:29:05Z")
I’m got tired of logging how many times it freezes. Even after the full reinstall and nothing running extra and more than enough space left. Ever since this patch it’s like Mr. Freeze blasting me all the time Freeze = force close / clear cache might work for 5 mins might not, might work for 10 mins might not. Might freeze next battle or follower screen or in shop. ![](https://us1.discourse-cdn.com/flex019/uploads/puzzlequest3/original/2X/6/6472be0ec15feaeae1445ec98e0330ab3dc1eeca.gif) ---
**Author:** ![Cookie](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/cookie/32/20_2.png) [@Cookie](https://community.puzzlequest3.com/u/Cookie)\ **Post date:** [November 4, 2021, 2:49am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/8 "2021-11-04T02:49:10Z")
So my Bestie sent me a phone she wasn’t using. I factory reset it and updated all the android updates and the game still freezes. She sent me a Moto E5 Play phone. So neither phone works well in any capacity with the new update. Is there a way I can downgrade to the old update to see if works better? (sadly probably not I would guess). So I have 2 phones and no puzzle quest 3. I tried all of the same steps above from the support documents. I’m going to install GOW to see if it works flawless like my main phone. ![frozen](https://us1.discourse-cdn.com/flex019/uploads/puzzlequest3/original/2X/7/751f23adc3f40af6ba1a887f815b9f9fe5c6d652.gif) Help Me @Jeto your my only hope!!! ![jetoonlyhope](https://us1.discourse-cdn.com/flex019/uploads/puzzlequest3/original/2X/7/70403653f4155e0ed95614b105b967b87add7333.gif) _update GOW works on the phone my bestie sent me_ ![](https://us1.discourse-cdn.com/flex019/uploads/puzzlequest3/original/2X/1/11f45b2a085fdd63a895cd474f12ef294a328404.gif) ---
**Author:** ![Sibelios](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/sibelios/32/2836_2.png) [@Sibelios](https://community.puzzlequest3.com/u/Sibelios)\ **Post date:** [November 4, 2021, 3:23am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/9 "2021-11-04T03:23:59Z")
The random freezing when doing basic navigations across menus is really tiresome for sure. ---
**Author:** ![Cookie](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/cookie/32/20_2.png) [@Cookie](https://community.puzzlequest3.com/u/Cookie)\ **Post date:** [November 4, 2021, 3:32am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/10 "2021-11-04T03:32:22Z")
I have freeze everywhere and on two different phones. Since 0.38 and GOW works on both of them confirmed that. Also confirmed taking all my gear off in case it was a gear issue and nope not that either. ---
**Author:** ![Jeto](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/jeto/32/6326_2.png) [@Jeto](https://community.puzzlequest3.com/u/Jeto)\ **Post date:** [November 4, 2021, 3:39am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/11 "2021-11-04T03:39:58Z")
@Cookie can you send through a screenshot of your phones specs for me please. Here is the steps to view it on an android device; 1. Go into your Settings and find About Phone 2. Scroll down to Build number and tap on here about 5-7 times. Until it prompts that Developer mode is activated. 3. Press the back button then go into System \> Advanced \> Developer Options 4. Tap Memory, then take a screenshot of this page! To turn off Developer mode again, go into Settings \> System Developer Options and toggle off at the top of the screen. In a ticket may be the easiest way to send these through, as if there is any issues in going through any of these settings I can follow them up with you there. Jeto - Support Human 🧙🏻‍♀️ ---
**Author:** ![Cookie](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/cookie/32/20_2.png) [@Cookie](https://community.puzzlequest3.com/u/Cookie)\ **Post date:** [November 4, 2021, 4:09am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/12 "2021-11-04T04:09:06Z")
There is no system\> advanced\> developer options (only developer options selection) ![what](https://us1.discourse-cdn.com/flex019/uploads/puzzlequest3/original/2X/b/bb12f4546b8218bca024678870019928b3775afa.jpeg) This is phone Android 8.1.0 Alcatel TCL A1X (A503DL) Would memory area be in the developer mode even though the menu’s are different? I didn’t see anything in developer mode for memory? Or maybe you meant Settings \> Smart Manager (which would show memory and storage) ---
**Author:** ![Jeto](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/jeto/32/6326_2.png) [@Jeto](https://community.puzzlequest3.com/u/Jeto)\ **Post date:** [November 4, 2021, 4:10am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/13 "2021-11-04T04:10:31Z")
If you tap on Developer Options, it should be shown after this. Was just comparing to my own android phone, where Developer Options is behind another sub category. ---
**Author:** ![Cookie](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/cookie/32/20_2.png) [@Cookie](https://community.puzzlequest3.com/u/Cookie)\ **Post date:** [November 4, 2021, 4:19am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/14 "2021-11-04T04:19:30Z")
Moto E5 Play (had that area my other phone has it in the regular settings area) ![moto](https://us1.discourse-cdn.com/flex019/uploads/puzzlequest3/original/2X/9/904f93aadb92ea419b1e10964b57e1cd9e0d9f59.jpeg) ---
**Author:** ![Cookie](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/cookie/32/20_2.png) [@Cookie](https://community.puzzlequest3.com/u/Cookie)\ **Post date:** [November 4, 2021, 4:23am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/15 "2021-11-04T04:23:23Z")
Android 8.1.0 Alcatel TCL A1X (A503DL (this one was from the menu then memory but I already had developer option open) ![alc](https://us1.discourse-cdn.com/flex019/uploads/puzzlequest3/original/2X/2/24a1b026df41f77022bde1a5dff6d63bfa96073f.jpeg) ---
**Author:** ![Jeto](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/jeto/32/6326_2.png) [@Jeto](https://community.puzzlequest3.com/u/Jeto)\ **Post date:** [November 4, 2021, 4:24am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/16 "2021-11-04T04:24:23Z")
If it is not too much of a hassle, can you also grab a screenshot of this with PQ3 open in the background? Jeto - Support Human 🧙🏻‍♀️ ---
**Author:** ![Cookie](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/cookie/32/20_2.png) [@Cookie](https://community.puzzlequest3.com/u/Cookie)\ **Post date:** [November 4, 2021, 4:25am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/17 "2021-11-04T04:25:00Z")
Meaning open PQ3 then SS the same Memory page correct? ---
**Author:** ![Jeto](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/jeto/32/6326_2.png) [@Jeto](https://community.puzzlequest3.com/u/Jeto)\ **Post date:** [November 4, 2021, 4:27am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/18 "2021-11-04T04:27:34Z")
Yes please! 😊 Jeto - Support Human 🧙🏻‍♀️ ---
**Author:** ![Cookie](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/cookie/32/20_2.png) [@Cookie](https://community.puzzlequest3.com/u/Cookie)\ **Post date:** [November 4, 2021, 4:36am UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/19 "2021-11-04T04:36:50Z")
Android 8.1.0 Alcatel TCL A1X (A503DL ![alc](https://us1.discourse-cdn.com/flex019/uploads/puzzlequest3/original/2X/2/2c5b897ed3baa8f23ace3ae6f53e397976dcbcfc.jpeg) Moto E5 Play ![moto](https://us1.discourse-cdn.com/flex019/uploads/puzzlequest3/original/2X/d/db09dc4f7660bc4898bdedb1f8eedda10738515d.jpeg) ---
**Author:** ![Cookie](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/cookie/32/20_2.png) [@Cookie](https://community.puzzlequest3.com/u/Cookie)\ **Post date:** [November 5, 2021, 9:09pm UTC](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728/20 "2021-11-05T21:09:02Z")
@Jeto Let me know if you want me to put in a ticket. Also in the developer section of the phone there is the ability to send logs. ( I don’t know if that would help or not but if it would it would easier to send them on a ticket.) Either way have a great weekend Jeto. - 🍪 ![](https://us1.discourse-cdn.com/flex019/uploads/puzzlequest3/original/2X/6/6d3913135f5d8d097b9fc64d37fdb0b762fdce6f.gif) [Next page](https://community.puzzlequest3.com/t/investigating-freeze-up-since-0-38/1728.md?page=2)