# Update issue, can't play

**URL:** <https://community.puzzlequest3.com/t/update-issue-cant-play/1706>\
**Category:** Early Access Bug Reports\
**Created:** [October 27, 2021, 12:09am UTC](https://community.puzzlequest3.com/t/update-issue-cant-play/1706 "2021-10-27T00:09:35Z")\
**Posts on this page:** 5\
**Page:** 1

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**Author:** ![Kyleesha](https://avatars.discourse-cdn.com/v4/letter/k/e9bcb4/32.png) [@Kyleesha](https://community.puzzlequest3.com/u/Kyleesha)\
**Post date:** [October 27, 2021, 12:09am UTC](https://community.puzzlequest3.com/t/update-issue-cant-play/1706/1 "2021-10-27T00:09:35Z")

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**Platform, device and operation system**  
Moto G Power

**What were you expecting to happen, and what actually happened**  
I expected to play the game. Instead it broke it

**How often does this happen? When did it begin happening?**  
Every time I try to start the game

**Steps to make it happen again**  
I downloaded the update

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**Author:** ![Kyleesha](https://avatars.discourse-cdn.com/v4/letter/k/e9bcb4/32.png) [@Kyleesha](https://community.puzzlequest3.com/u/Kyleesha)\
**Post date:** [October 27, 2021, 1:23am UTC](https://community.puzzlequest3.com/t/update-issue-cant-play/1706/2 "2021-10-27T01:23:24Z")

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I can show screen caps of error messages, but can’t imbed the image in the post so here are Google links instead.

[https://drive.google.com/file/d/1STGpMDmFI8Yfnp6yYLdou068OYPaDFsP/view?usp=drivesdk](https://drive.google.com/file/d/1STGpMDmFI8Yfnp6yYLdou068OYPaDFsP/view?usp=drivesdk)

Note the last updated point

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<div class="post-metadata">

**Author:** ![Kyleesha](https://avatars.discourse-cdn.com/v4/letter/k/e9bcb4/32.png) [@Kyleesha](https://community.puzzlequest3.com/u/Kyleesha)\
**Post date:** [October 27, 2021, 1:30am UTC](https://community.puzzlequest3.com/t/update-issue-cant-play/1706/3 "2021-10-27T01:30:15Z")

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[https://drive.google.com/file/d/1SV44CkC8lvOUPA9CW1qo80LWkKowV7fd/view?usp=drivesdk](https://drive.google.com/file/d/1SV44CkC8lvOUPA9CW1qo80LWkKowV7fd/view?usp=drivesdk)

Second error type

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**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:** [October 27, 2021, 3:36am UTC](https://community.puzzlequest3.com/t/update-issue-cant-play/1706/4 "2021-10-27T03:36:55Z")

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Hey @Kyleesha

We are unable to access personal Google Drives, due to security reasons.

Are you able to type out what the error message is? Alternatively, you can submit a Support ticket to us and we are able to reply to you directly.

> **[Contact Support](https://puzzlequest3.zendesk.com/hc/en-us/articles/360001972536-Contact-Support)**
>
> If you can’t find answers or a solution in our Help Center articles, you may need to contact our Support team.
>  
> Types of requests Support can help with
> Account Issues - Forgotten password, account...

Jeto - Support Human 🧙🏻‍♀️

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**Author:** ![Tresk](https://avatars.discourse-cdn.com/v4/letter/t/dc4da7/32.png) [@Tresk](https://community.puzzlequest3.com/u/Tresk)\
**Post date:** [October 27, 2021, 2:10pm UTC](https://community.puzzlequest3.com/t/update-issue-cant-play/1706/5 "2021-10-27T14:10:32Z")

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@Kyleesha I can’t see your error messages. But… do you know what Android version you are running on your device? I know there were issues for those of us using emulators that seemed to be resolved by using Android 9.

What I would try first, however, is to uninstall the game and then do a fresh install. Your update might have just gotten corrupted. You will need to enter your email and password to retrieve your current account, so make sure you have those handy. Good luck!