# When I install the game and try to play on mobile the game freezes at the loading screen
**URL:** https://community.gemsofwar.com/t/when-i-install-the-game-and-try-to-play-on-mobile-the-game-freezes-at-the-loading-screen/8924
**Category:** Support
**Created:** [June 28, 2016, 2:14am UTC](https://community.gemsofwar.com/t/when-i-install-the-game-and-try-to-play-on-mobile-the-game-freezes-at-the-loading-screen/8924 "2016-06-28T02:14:28Z")
**Posts on this page:** 6
**Page:** 1
### Author:  [@RestInPieces](https://community.gemsofwar.com/u/RestInPieces)
#### Post date: [June 28, 2016, 2:14am UTC](https://community.gemsofwar.com/t/when-i-install-the-game-and-try-to-play-on-mobile-the-game-freezes-at-the-loading-screen/8924/1 "2016-06-28T02:14:28Z")
**What you were expecting to happen, and what actually happened?**
The game to load up. Game froze at “loading hero”
**What are the steps to make it happen again?**
Tap gems of war on home screen
**Do you have any screenshots or video you want to share with us so we can see the problem? Attach them to your post!**
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### Author:  [@Ozball](https://community.gemsofwar.com/u/Ozball)
#### Post date: [June 28, 2016, 3:26am UTC](https://community.gemsofwar.com/t/when-i-install-the-game-and-try-to-play-on-mobile-the-game-freezes-at-the-loading-screen/8924/2 "2016-06-28T03:26:52Z")
Out of curiosity, is this Android or iPhone? And if it is Android do you already have a Gems of War save on your Google Play account?
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### Author:  [@RestInPieces](https://community.gemsofwar.com/u/RestInPieces)
#### Post date: [June 28, 2016, 3:29am UTC](https://community.gemsofwar.com/t/when-i-install-the-game-and-try-to-play-on-mobile-the-game-freezes-at-the-loading-screen/8924/3 "2016-06-28T03:29:00Z")
It is on IPhone it says I have an iCloud save though I don’t recall playing on mobile I’ve tried using the iCloud save and not using it and I still get the same result.
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### Author:  [@Ozball](https://community.gemsofwar.com/u/Ozball)
#### Post date: [June 28, 2016, 3:39am UTC](https://community.gemsofwar.com/t/when-i-install-the-game-and-try-to-play-on-mobile-the-game-freezes-at-the-loading-screen/8924/4 "2016-06-28T03:39:06Z")
Fair enough, hopefully @Nimhain or someone will be able to help you. Another option would be to submit a ticket to support.
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### Author:  [@RestInPieces](https://community.gemsofwar.com/u/RestInPieces)
#### Post date: [June 28, 2016, 3:50am UTC](https://community.gemsofwar.com/t/when-i-install-the-game-and-try-to-play-on-mobile-the-game-freezes-at-the-loading-screen/8924/5 "2016-06-28T03:50:34Z")
What do you mean, ticket? This is my first time using this forum sorry for the inconvenience.
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### Author:  [@Ozball](https://community.gemsofwar.com/u/Ozball)
#### Post date: [June 28, 2016, 3:51am UTC](https://community.gemsofwar.com/t/when-i-install-the-game-and-try-to-play-on-mobile-the-game-freezes-at-the-loading-screen/8924/6 "2016-06-28T03:51:56Z")
Sorry I should have included the link as well.
[https://gemsofwar.zendesk.com/hc/en-us](https://gemsofwar.zendesk.com/hc/en-us)
You can submit a ticket/request at the above address. You can also get there by clicking the Support button along the top of the Forums (Between World Map and Contact Us)