Real Pool 3D2 glitch

Tomm,A

I am using a laptop operating Windows 10 Home edition. A one point the program worked fine for both users. After perhaps a week one user had no problems and the other developed the problem where no ad based options were available. There were no system changes made and no ad blockers installed. Both users are administrators although one user is a local account and the other not, but at one time both accounts operated correctly. I did try clearing the MS Store cash with no difference. One or two additional tidbits of information: After making the original post of this problem, the very next day the program worked for both users but that only lasted one day. Secondly, I did have a couple of disconnects while playing even though my internet was up and running fine at the time and I don't recall which user was playing at the time. I don't know how the game differentiates between players on the same computer but I would guess that is where the problem lies.

Hello P Ramsey,

Greetings!



Thank you for posting in Microsoft Community.



Based on the description, one user of the PC has problem running the game. Let us check and see on what we can do to help address your concern in a timely manner.



We would like to ask few questions to help us isolate the issue further.

1. What is the error message or error code of the user account that is having an issue playing the game?

2. Are both accounts set as local accounts? Does the account having no issue playing the game is set as administrator? How about the account that is having an issue? Is it set as local account?

3. What troubleshooting steps have you done so far to help resolve the problem?

4. When did the issue start?

5. Which platform are you playing the game? Is it Xbox app or other apps?

For the meantime, try the following troubleshooting steps.

1. If the account having an issue playing the game is a local account, try setting the account as administrator and see if the problem still persist.

2. Try switching the accounts both from Microsoft Store and Xbox app.

3. Try resetting Xbox app and Microsoft Store.

Reset Microsoft Store

• Press Windows key + R and type wsreset.exe then hit enter.
  
• An empty Command prompt will pop open. Let it be for a few seconds and the command line will close automatically (after it has cleared the cache behind the background) and Microsoft Store will be launched in its place.
  

Repair and Reset Xbox app

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• Click Start and click Settings. Or press Windows key + I and click on Apps then installed apps.

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• Scroll down and locate Xbox app.

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• Click on the dots to the right and choose Advanced options.

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• Scroll down and click on Repair and then if still not working, click on Reset.

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We look forward to your response. Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.



Sincerely,

Hello P Ramsey,

Thank you for your prompt response.

You can wait and try to uninstall and reinstall the game to the latest version available or you can update it through the Microsoft store. If the issue still persists, make sure to report the problem to the game developer support team so this can be investigated in their end.

Thank you for choosing Microsoft. Stay safe!

Sincerely,

Yesterday the user account who had no problems managed a bullseye during the "Lucky Shot" phase of the game and the game froze and hasn't worked since. It has the same problem. None of the Ad based options are available. I guess I can uninstall and reinstall loosing all the points, all the upgraded cues and game ladder points. I'm not sure I want to start all over, again, just to get a weeks worth of playing before having to do it again.

Thanks for your responses.

Hello P Ramsey,

Thank you for your prompt response.

We can try uninstalling and install the updated version of the game as there are some new patches with the game. You can get the update version of the game here: Get Real Pool 3D 2 - Microsoft Store en-CA

If the issue still persist, we may need to get assistance from the game developer support team which you find the support link on the article provided above. Just scroll down and look for Publisher Info and click on Real Pool 3D 2 Support.

We are positive that you’ll get more relevant information and best resolution to your concern.

Sincerely,