Failure of ads to load on MS Solitaire

Alan Farrell 0 Reputation points
2026-11-09T23:21:07.8933333+00:00

I have a new ad that appears on Solitaire. It won't load past 2 seconds and the spinning circle remains and does not complete. I have told MS that it isn't working but nothing happened.

Even restarting Solitaire won't stop this ad trying to load and I can't get any other one to load in it's place.

Windows for home | Windows 10 | Gaming
0 comments

3 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Vikki-T 14,115 Reputation points Microsoft External Staff Moderator
    2026-11-10T07:13:23.94+00:00

    Hi Alan Farrell,

    I understand how disruptive this is, especially when the same advertisement keeps returning and prevents the game from continuing.

    Since the issue appears to be tied to one particular advertisement and you have already reported it within the game, I recommend submitting a request directly to Microsoft Casual Games Support. If possible, include a screenshot or short recording of the spinning screen, the approximate date and time it appeared, your region, and the Microsoft Solitaire Collection version. These details may help the support team identify the affected advertisement or advertising campaign.

    It would also be helpful to confirm whether every advertisement now freezes or whether the problem occurs only with this specific one. In the meantime, you can follow the update and app-repair steps already provided in the AI answer.

    Please do not post your email address, account details, or other private information in this public thread. Thank you so much for your understanding.     

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

    Was this answer helpful?

    1 person found this answer helpful.
  2. Alan Farrell 0 Reputation points
    2026-11-11T22:19:57.7833333+00:00

    Thanks- I have done all you suggested.

    Was this answer helpful?

  3. AI answer

    2026-11-09T23:22:05.4666667+00:00

    Update Microsoft Solitaire Collection from Microsoft Store, then report the repeatedly frozen advertisement with a screenshot and its approximate display time so the Casual Games team can identify and remove or correct that specific ad.

    1. Update Solitaire

    Since restarting the game did not replace the advertisement, move directly to updating it:

    1. Open Microsoft Store.
    2. Select Library.
    3. Select Get updates.
    4. Install any update offered for Microsoft Solitaire Collection.
    5. Open Solitaire and try the affected activity again.

    This is the accepted resolution path for the closely matching case where one advertisement repeatedly produced a dark screen and spinning indicator, including across relaunches.^1^

    2. Report the individual advertisement

    If the same ad still hangs:

    1. Capture a screenshot showing the frozen advertisement or spinning circle.
    2. Note:
      • The approximate date and time it appeared.
      • The game mode or screen where it appeared.
      • Any advertiser name, logo, text, or visible product.
      • That closing and reopening Solitaire loads the same broken ad.
    3. Open the Microsoft Solitaire Collection support hub.
    4. Choose the support topic “I’m seeing an advertisement that is broken, inappropriate, or freezing” and submit the details.^2^

    A general “it isn’t working” report may not contain enough information to identify the ad campaign; the screenshot and timestamp are the useful identifiers.

    3. Repair Solitaire only if updating does not help

    If multiple ads or other parts of Solitaire also fail, repair the app:

    1. Select Start → Settings → Apps → Apps & features.
    2. Select Microsoft Solitaire Collection.
    3. Select Advanced options.
    4. Select Repair.
    5. Launch Solitaire and test it.

    Repair is intended to fix the app without reinstalling it.^3^

    If Repair is unavailable or ineffective, return to the same page and select Reset. Reset can remove the app’s local settings and data, so ensure Solitaire is signed into the Microsoft account used for game progress before doing this.

    4. Reinstall as the final app-level fallback

    If resetting still leaves all advertisements or game content unable to load:

    1. Uninstall Microsoft Solitaire Collection from Settings → Apps → Apps & features.
    2. Open Microsoft Store → Library.
    3. Find Microsoft Solitaire Collection and select Install.

    Microsoft lists updating, repairing/resetting, and reinstalling as supported remedies for malfunctioning Store apps on Windows 10.^4^

    If only this one advertisement freezes while Solitaire and other ads work, prioritize the ad-specific report rather than reinstalling Windows or performing system-level repairs.

    References

    1. add not loading only on Microsoft solitaire , many adds load normally , suspect this is one specific add - Microsoft Q&A
    2. Microsoft Solitaire Collection | XBOX Support
    3. Repair apps and programs in Windows
    4. [Windows 10](https://support.microsoft.com/accounts-billing/fix-problems-with-apps-from-microsoft-store)
    AI-generated content may be incorrect. Read our transparency notes for more information.

    Was this answer helpful?

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.