How to fix Microsoft Jigsaw after Windows 11 update 3 weeks ago

Question

How to fix Microsoft Jigsaw after Windows 11 update 3 weeks ago

BA Byrne 0

Since a Windows update 3 weeks ago, Jigsaw puzzle will not load a specific puzzle. The app itself loads as expected but when you select a specific puzzle (already under construction) the window turns black with a revolving circle and never proceeds. No matter how long I wait the black screen never progresses to the puzzle.

I have waited through 2 more updates with no change when opening the app and selecting a puzzle. That update appears to impact all Microsoft Games that I have loaded.

I tried reloading the app from the Microsoft Store but it still won't load as expected.

When will this be fixed?

Leslie K 0 Reputation points

2026-11-02T19:22:44.07+00:00

This is happening to my Jigsaw as well. It appears to be working until I choose a puzzle, then it goes into limbo as it tries to show an ad. I tried repair, then a full reinstall and it is still not working.

2 answers

Your answer

Leslie K 0 Reputation points

2026-11-02T19:22:44.07+00:00

This is happening to my Jigsaw as well. It appears to be working until I choose a puzzle, then it goes into limbo as it tries to show an ad. I tried repair, then a full reinstall and it is still not working.

Answer 1

Deleted

This answer has been deleted due to a violation of our Code of Conduct. The answer was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.

Comments have been turned off. Learn more

Answer 2

Emma1-N 14,905 Microsoft External Staff Moderator

Welcome BA Byrne,

Thank you for explaining the issue. Since Microsoft Jigsaw itself opens normally but becomes stuck on a black loading screen when you select a puzzle that was already in progress, I'd like to narrow down whether this is limited to the saved puzzle data or affects newly started puzzles as well.

Could you please confirm:

Does the problem occur with every puzzle, or only puzzles that were already in progress before the Windows update?
Can you start and play a new puzzle normally?
When you mentioned that other Microsoft games are affected, do they show the same black loading screen?

In the meantime, please try repairing Microsoft Jigsaw without resetting its data:

Open Settings > Apps > Installed apps
Find Microsoft Jigsaw, select the “…” menu, and choose Advanced options
Select Repair
When the repair finishes, open Jigsaw and test the affected puzzle again.

Regarding when this will be fixed, I wouldn't want to give you an estimated date without an official announcement. The results of the tests above will help determine the best next step.

Looking forward to your update.

BA Byrne 0 Reputation points

2026-10-20T01:24:39.72+00:00
Does the problem occur with every puzzle, or only puzzles that were already in progress before the Windows update? With every puzzle. I downloaded a new pack in Puzzle Jam and it still came up with a black screen. When the black screen appears the whole app must be closed and reopened to try again.

Can you start and play a new puzzle normally? No

When you mentioned that other Microsoft games are affected, do they show the same black loading screen? Yes - I tried to open Solitaire and got the same black screen and revolving dot

When the repair finishes, open Jigsaw and test the affected puzzle again. I followed the instructions and used REPAIR - no change and I still had to close the app to get rid of the black screen. I did not RESET the app as I have a significant amount of points and did not want to start everything over again.
Emma1-N 14,905 Reputation points Microsoft External Staff Moderator

2026-10-21T04:13:58.45+00:00
Hello BA Byrne,

I also understand why you don't want to reset Microsoft Jigsaw when you have significant progress and points saved.

Please try clearing the Microsoft Store cache:

Completely close Microsoft Jigsaw, Solitaire, and Microsoft Store.

Press Windows key + R to open Run

Type wsreset.exe and select OK

A blank Command Prompt window should appear temporarily. Wait for it to close and for Microsoft Store to open automatically.

After that, restart the computer and test Microsoft Jigsaw and Solitaire again.
BA Byrne 0 Reputation points

2026-10-21T16:15:07.1033333+00:00

Followed your instructions. Kept my history! (TxY) but still get the black screen and white dot circling and still have to close the app to get past the black screen.
Emma1-N 14,905 Reputation points Microsoft External Staff Moderator

2026-10-23T07:51:07.0033333+00:00
Hello BA Byrne,

Please try the step to see if the issue is resolved:
Check Windows system files.

Open Command Prompt (Administrator) > type DISM.exe /Online /Cleanup-image /Restorehealth

When it shows “The operation completed successfully”, type sfc /scannow

Wait until it shows “Verification 100% complete”, then restart the PC and test Jigsaw
BA Byrne 0 Reputation points

2026-10-23T16:08:09.2366667+00:00

Well, I did it all - took awhile - and restarted the PC. I still have my points (TkY) and I still have the same black screen but the dot is gone and has been replaced by a solid circle with a revolving white bar! And I still have to close the app to get rid of the black screen.

Next?
Emma1-N 14,905 Reputation points Microsoft External Staff Moderator

2026-10-24T09:30:45.4033333+00:00
Hello BA Byrne,

You can try the step: Turn HDR off, if your display has it

Go to Settings > System > Display. If you use more than one display, choose the main one at the top

Select HDR and turn off Use HDR (and Auto HDR if shown), then test Jigsaw

Let me know if you have HDR or not, so that I can find the next solution for you
Patricia French 0 Reputation points

2026-11-02T22:01:02.9466667+00:00

I have the exact same problem as BA Byrne for the past few days. I deleted and reloaded the app, but same thing happens. Thank you BA for trying all the convoluted solutions that have been proposed. I guess I'll wait and see if something actually works, and then try it!
wayne knott 0 Reputation points

2026-11-06T18:45:39.77+00:00

Have tried everything that was mentioned to try and resolve this problem. Nothing worked