Microsoft Jigsaw - General FAQ - Updated 1/12/2015

Have a question about Microsoft Jigsaw? Check here first to see if we've got an answer!

How do I get Microsoft Jigsaw? How much is it?

• Microsoft Jigsaw is available in the Windows Store on your Windows PC/Tablet. Good news- it's free!
  

Microsoft Jigsaw is telling me I need to switch to a Microsoft account/add a Microsoft account/access & update my Xbox Live info. Why?

• Imagine for a second that the unthinkable happens- your computer/tablet breaks entirely and you can't use it anymore. When this happened in the past, it meant all your saved games and progress died with your device. NOT ANYMORE! Because the game accesses
  your Microsoft account/Xbox Live account, it saves all your progress and achievements to the "cloud"- which means all your player game data is safe even if your computer isn't.
  
• If you're wondering "why is it asking to access & update my Xbox Live info- I don't have a Xbox!"this is because you don't need a Xbox to have a Xbox Live account. Now for some good news- your Microsoft Account IS your Xbox Live
  account! So you don't need to create a new account somewhere or anything like that- it automagically happens for you.
  

I tried to play Microsoft Jigsaw today but there was a problem with it! Help!

• Technology is great but sometimes it doesn't always work the way it should because it can do so many things now. In fact, sometimes your apps & games won't work correctly because of something unrelated- like Windows having optional and/or waiting updates
  that your game or app needs to run.
• DON'T PANIC. Try these steps first:

(On Windows 8.1)

1. Press the Windows key
2. Type in Windows Update
3. Under the search bar you see on the right, choose Check for Updates
4. In the Windows Update screen, press the Check Now button
5. Even if it doesn't seem to find any updates, click on View Details
6. Install any updates you see that haven't been installed - including optional ones
   
7. Go to your Shutdown menu and choose 'Restart' from the options. You must choose restart- turning your PC/tablet off will not work!
   
8. Sometimes, it can happen that Windows updates are stuck. If you would like to make sure that this is not the case or if you receive an error while manually trying to update, please run the Windows Update troubleshooter, which you can find here:
   
   http://windows.microsoft.com/en-us/windows7/open-the-windows-update-troubleshooter
   
   

Still having problems? Try these steps once you've tried the ones above. Remember, you WON'T lose your progress by uninstalling the app because it's nice & safe in the cloud under your Xbox account.

1. Uninstall Microsoft Jigsaw (to uninstall, right-click on the app icon and choose Uninstall from the bottom menu)
   
2. Press Windows Key and R (or go to Start and search for Run)
3. In the box that pops up, type wsreset.exe and press Enter or OK
4. The Windows Store will launch for you (with its cache nice and clean!)
5. Hover over the right-hand side to bring up the charm bar and go to Settings
6. In the Settings Menu, go to App Updates
7. In the App Updates menu, press both Check for Updates AND Sync Licenses
8. Press the arrow key at the top left to go back
9. In the search bar at the right, type in Microsoft Jigsaw
10. Reinstall Microsoft Jigsaw

Tried all of the above and it still doesn't work? Feel free to either go to the Xbox Forums (http://forums.xbox.com/gfw/xbox_on_windows/l-o/f/4994.aspx


) or send us a direct message here on Facebook- either way, we'll be glad to help you with it.
When I launch the game, I can't log in to Xbox. Is this a problem?

• It is a problem since your achievements, game progress, etc. are all saved in the cloud on your Xbox account and if you can't log in to Xbox through your game, it may not save your progress in the different modes and your achievements.
  

Try this:

1. Try to log in to your Xbox/Microsoft account on
   http://www.xbox.com
   
   
2. If you can't access the
   xbox.com
   
   website on your PC/device, there may be a problem with your internet connection. If you can access other websites but just not the
   
   Xbox.com
   
   website, either the
   Xbox.com
   
   website is down (and therefore Xbox in-game logins may be down) or something is blocking your computer from accessing the site and you need to contact your internet service provider.
   
3. If can access the website but you're not able to log in to it, contact Xbox Support at
   
   http://support.xbox.com
   
   
4. If you log in and there's a pop-up asking you to accept the Terms of Service, be sure to read it and then accept it. You can choose not to accept it but this will prevent you from using the Xbox service.
   
5. If everything is working fine on
   Xbox.com
   
   , there's something preventing your game from talking to Xbox. Go to the question above "I tried to play Microsoft Jigsaw today but there was a problem with it! Help!" and follow the steps listed there.
   

If you're still not able to log in to Xbox, contact Xbox Support at
http://support.xbox.com


How do I add friends?

Method 1:

1. Log into your account at
   Xbox.com.
   
   
2. On the top right where you see your avatar and user name, select Friends from the drop-down menu.
   
3. Type the Gamertag of the person you would like to add into the search box.
4. On the profile page of the person, you can add the player as a new friend.

Method 2:

1. Open the Games app from the Start screen.
2. Click on "friends".
3. Click on the green button with the plus symbol that reads "Add friend".
4. Type the Gamertag of the person you would like to add into the "Find a friend" search box and select Find.
   
5. Click on the plus symbol to the left of "Add friend".

Please remember that you need to accept friend requests from other players in order for them to become your friends. You can see pending friend requests by logging into your account at

Xbox.com


and going to Sign in to your Microsoft account

.
I'm having problems purchasing items from the Windows Store.

• Go to the Windows Store support page: http://windows.microsoft.com/en-us/windows/apps-windows-store-help
  
  
• There are answers to a lot of common problems there with the Windows Store AND the ability to contact Windows Store support directly if you can't find a solution to your problem there.
  
• If you're having issues with purchases in the Windows Store or in-game purchases, go to
  
  http://commerce.microsoft.com
  
  

I have another question not listed here. Where do I go?

You can post your question here in the forums or on our Facebook page at
Microsoft Jigsaw .

:)

 

After Windows 10 Update, purchased games listed as "expired"

I purchased an app on November 19, 2015 (Microsoft Jigsaw) and then today my Windows 10 updated and now it says my premium Jigsaw subscription has expired. It was supposedly purchased for a year, and the invoice is in my account. But my game no longer says
Premium.

 

There was a problem downloading game data for Microsoft Jigsaw. error code 404019.

December 15, 2016