# \[Investigating\] Stuck at loading screen after update **URL:** \ **Category:** Bug Reports\ **Created:** [May 19, 2022, 10:37am UTC](https://community.puzzlequest3.com/t/investigating-stuck-at-loading-screen-after-update/2490 "2022-05-19T10:37:29Z")\ **Posts on this page:** 9\ **Page:** 1
**Author:** ![Mcav86](https://avatars.discourse-cdn.com/v4/letter/m/bc8723/32.png) [@Mcav86](https://community.puzzlequest3.com/u/Mcav86)\ **Post date:** [May 19, 2022, 10:37am UTC](https://community.puzzlequest3.com/t/investigating-stuck-at-loading-screen-after-update/2490/1 "2022-05-19T10:37:29Z")
Apple iPhone 12Pro Max iOS 15.4.1 When I try to launch the game after updating, the loading screen come up, the progress bar fills quickly, and then nothing happens. The game just sits at the loading screen. Started happening the first time I opened the game after the latest update and happens every time I launch the game. ---
**Author:** ![Wilthor](https://avatars.discourse-cdn.com/v4/letter/w/8797f3/32.png) [@Wilthor](https://community.puzzlequest3.com/u/Wilthor)\ **Post date:** [May 19, 2022, 7:19pm UTC](https://community.puzzlequest3.com/t/investigating-stuck-at-loading-screen-after-update/2490/3 "2022-05-19T19:19:56Z")
Same issue, iPhone XR, app version 1.1.118822. Updated last night, unable to proceed past asset loading screen. ---
**Author:** ![WarChief1812](https://avatars.discourse-cdn.com/v4/letter/w/e56c9b/32.png) [@WarChief1812](https://community.puzzlequest3.com/u/WarChief1812)\ **Post date:** [May 19, 2022, 8:39pm UTC](https://community.puzzlequest3.com/t/investigating-stuck-at-loading-screen-after-update/2490/4 "2022-05-19T20:39:34Z")
Updated to newest version a few hours ago. Stuck on loading screen. Using iPhone XR. To be fair, Apple sucks, so… ---
**Author:** ![OminousGMan](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/ominousgman/32/915_2.png) [@OminousGMan](https://community.puzzlequest3.com/u/OminousGMan)\ **Post date:** [May 20, 2022, 5:16am UTC](https://community.puzzlequest3.com/t/investigating-stuck-at-loading-screen-after-update/2490/5 "2022-05-20T05:16:31Z")
Hello! Thank you for posting an bringing this to our attention. I have passed this on to the Development Team to investigate. OminousGMan - Support Human 🕵️‍♂️ ---
**Author:** ![Wilthor](https://avatars.discourse-cdn.com/v4/letter/w/8797f3/32.png) [@Wilthor](https://community.puzzlequest3.com/u/Wilthor)\ **Post date:** [May 23, 2022, 2:00am UTC](https://community.puzzlequest3.com/t/investigating-stuck-at-loading-screen-after-update/2490/6 "2022-05-23T02:00:11Z")
Update: I offloaded the app and reinstalled. Now working normally. ---
**Author:** ![Mcav86](https://avatars.discourse-cdn.com/v4/letter/m/bc8723/32.png) [@Mcav86](https://community.puzzlequest3.com/u/Mcav86)\ **Post date:** [May 23, 2022, 1:50pm UTC](https://community.puzzlequest3.com/t/investigating-stuck-at-loading-screen-after-update/2490/7 "2022-05-23T13:50:37Z")
@Wilthor How to I make sure I don’t lose my progress when uninstalling the app? ---
**Author:** ![Lyrian](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/lyrian/32/17_2.png) [@Lyrian](https://community.puzzlequest3.com/u/Lyrian)\ **Post date:** [May 23, 2022, 2:23pm UTC](https://community.puzzlequest3.com/t/investigating-stuck-at-loading-screen-after-update/2490/8 "2022-05-23T14:23:47Z")
Hi @Mcav86 , From the Main Menu button (triple horizontal lines in upper left corner of screen), select Settings, click/tap Account and then Register Account from the screen that appears. Once completed, your settings screen should look like this, ![image](https://us1.discourse-cdn.com/flex019/uploads/puzzlequest3/original/2X/3/365705948cc0d2cf72ba4666c0aa7390fc4b653b.jpeg) ---
**Author:** ![Mcav86](https://avatars.discourse-cdn.com/v4/letter/m/bc8723/32.png) [@Mcav86](https://community.puzzlequest3.com/u/Mcav86)\ **Post date:** [May 23, 2022, 3:29pm UTC](https://community.puzzlequest3.com/t/investigating-stuck-at-loading-screen-after-update/2490/9 "2022-05-23T15:29:20Z")
I can’t do that because I’m stuck at the asset loading screen. I can’t access the menu. ---
**Author:** ![Lyrian](https://sea1.discourse-cdn.com/flex019/user_avatar/community.puzzlequest3.com/lyrian/32/17_2.png) [@Lyrian](https://community.puzzlequest3.com/u/Lyrian)\ **Post date:** [May 23, 2022, 3:43pm UTC](https://community.puzzlequest3.com/t/investigating-stuck-at-loading-screen-after-update/2490/10 "2022-05-23T15:43:51Z")
Can you reach the customer support screen from this link? [https://puzzlequest3.zendesk.com/hc/en-us/requests/new](https://puzzlequest3.zendesk.com/hc/en-us/requests/new) Customer support might be able to link your account using this form, as an Account Issue.