# Unable to play since update **URL:** \ **Category:** Bug Reports\ **Created:** [September 13, 2018, 7:22pm UTC](https://community.gemsofwar.com/t/unable-to-play-since-update/45864 "2018-09-13T19:22:13Z")\ **Posts on this page:** 4\ **Page:** 1
**Author:** ![Gracefullinfantry702](https://avatars.discourse-cdn.com/v4/letter/g/e47774/32.png) [@Gracefullinfantry702](https://community.gemsofwar.com/u/Gracefullinfantry702)\ **Post date:** [September 13, 2018, 7:22pm UTC](https://community.gemsofwar.com/t/unable-to-play-since-update/45864/1 "2018-09-13T19:22:13Z")
**(Please edit this template into the italics below.** I try to play daily every day but since the update. I no longer can I’ve uninstalled and reinstalled game I have excellent internet and reception the game continually tells me it cannot connect to servers and on the rare occasions it will it only works for about 45 seconds and is extremely slow to load **\_[Please check the known issues list before posting a bug]([https://community.gemsofwar.com/t/3-5-known-issues-pc-mobile/41214.\_](https://community.gemsofwar.com/t/3-5-known-issues-pc-mobile/41214._)** **Platform, device version and operating system** _e.g. Android, Samsung Galaxy S8, Nougat_ **Screenshot or image** _If you are on a console simply take a photo using another device. A video is preferred. Try uploading to YouTube Privately._ **What you were expecting to happen, and what actually happened** _This is simply what you were trying to do and what happened instead. Example:_ _‘I was trying to start an Arena battle, but Gems of War loaded Broken Spire quest instead!’_ **How often does this happen? When did it begin happening?** _Was this a once-off bug or has it been a consistent issue? Does it only happen after doinga particular game mode?_ **Steps to make it happen again** _Do you know how to make this happen? Sometimes there are certain steps that can lead to a problem that may not be obvious!_ _Example: I lose once in the Arena._ _I then exit to the world map._ _I then tap on Broken Spire on the map and then tap Arena._ _Broken Spire’s quest loads instead of the Arena_ Note: If you are uncomfortable reporting your bug publicly you can privately message @Cyrup or @Kafka with the completed bug template. Do not abuse this offer to message developers if you are otherwise comfortable posting your thread publicly. ---
**Author:** ![Kafka](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/kafka/32/33529_2.png) [@Kafka](https://community.gemsofwar.com/u/Kafka)\ **Post date:** [September 14, 2018, 6:02am UTC](https://community.gemsofwar.com/t/unable-to-play-since-update/45864/2 "2018-09-14T06:02:44Z")
Hey @Gracefullinfantry702 I’m very sorry you’re having this issue! Can you please take a screenshot of the error message you’re receiving? Please don’t crop it or anything. I want to see the screen behind the error too. ---
**Author:** ![Gracefullinfantry702](https://avatars.discourse-cdn.com/v4/letter/g/e47774/32.png) [@Gracefullinfantry702](https://community.gemsofwar.com/u/Gracefullinfantry702)\ **Post date:** [September 14, 2018, 4:32pm UTC](https://community.gemsofwar.com/t/unable-to-play-since-update/45864/3 "2018-09-14T16:32:37Z")
This is the most common message I get though i have got others. Also my character is now gone it says I’m level 5 and have nothing unlocked. I spend a lot of time playing this game and I really enjoy it but I’m not going to keep starting the game over. I don’t know why I’m having so many issues but if they don’t get fixed than unfortunately your going to lose me as a dedicated player and I’m going to lose a really fun game. I hope we can find a solution. ![](https://us1.discourse-cdn.com/flex019/uploads/gemsofwar/original/3X/7/f/7f3221d77570444a547bdef75f634f0a44f1cc72.png) ---
**Author:** ![Kafka](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/kafka/32/33529_2.png) [@Kafka](https://community.gemsofwar.com/u/Kafka)\ **Post date:** [September 19, 2018, 6:00am UTC](https://community.gemsofwar.com/t/unable-to-play-since-update/45864/4 "2018-09-19T06:00:29Z")
Hi, Sorry for the delayed reply. Can you please send a support ticket stating your main account’s invite code or hero name and level as well as your PC specs, we’ll look into this with you, help you recover your account and do our best to solve this issue for you. Sending a support ticket will ensure you receive timely responses. Please list the request in the account issues category. > **[Contact Support](https://gemsofwar.zendesk.com/hc/en-us/articles/202997425-How-do-I-contact-support-or-report-a-bug-)** > > If you can’t find answers or a solution in our Help Center articles, you may need to contact our Support team. > Types of requests Support can help with > Account Issues - Forgotten password, account r...