Both Solitaire and Mahjong had stopped loading.

Hello KOBOreader54,

Thank you for posting in Microsoft Community.

We understand that you're experiencing issues with Solitaire and Mahjong. We know how important it is for you to continue your play and get this resolved.



Before we suggest you contact support, we would like to isolate the issue. Since, this thread is posted on Gaming and Xbox, please provide answers to the questions below:

1. May we know if you are experiencing issues with games installed from Xbox app?
   
2. May we know if you have issues with other games installed from Microsoft Store?
   
3. Do you recall installing antivirus, antimalware, VPN, firewall, proxy and PC Optimizer in your device?
   

We appreciate you provided the troubleshooting steps you perform for this issue. Here are few more troubleshooting steps, you can try.

First, try resetting the Microsoft Store cache by following these steps:



1. Press the Windows key + R to open the Run dialog box.

2. Type "wsreset.exe" and press Enter.

3. Wait for the command to complete as it will launch Microsoft Store.

4. Try launching Solitaire and Mahjong again, see if issue persist.



If that doesn't work, try running the Windows Store Apps troubleshooter by following these steps:



1. Press the Windows key + I to open the Settings app.

2. Click on "Update & Security" and then select "Troubleshoot" from the left-hand menu.

3. Scroll down and click on "Windows Store Apps" and then click on "Run the troubleshooter."



If none of these steps work, then contacting Microsoft support would be the best option. They will be able to provide more advanced troubleshooting steps and help you resolve the issue. To get actual support from Microsoft Casual Team - the game developer and support of Microsoft Solitaire Collection and Microsoft Mahjong, please use this link: Submit a request – Microsoft Casual Games (zendesk.com)

Sincerely,



Microsoft Community Moderator

Good day!



We haven't heard from you in 72 hours, so we will consider your issue resolved. If you do need further help, please create a new thread to discuss your concerns through this link: Create a new question or start a discussion (microsoft.com), as we will not be monitoring this thread going forward.







Thank you for your understanding.


Respectfully,



Microsoft Community Moderator

I have run the Symantec tool to remove Gameover Zeus Trojan this morning and Mahjong, Solitaire and Taptiles has stopped loading again. I ran this last week, but did not realise that it had caused the problem that time. I am fairly sure that I do not have
the Trojan but something in the Symantec software is breaking the Mahjong program

Having the same problem In the last few days with both Mahjong & Solitaire. Solitaire was working & Taptiles wasn't. Now Solitaire won't work, but Taptiles does.

Having the same problem since installing Windows 8.1 on both Solitaire & Mahjong.