Solitaire freezing during an ad? Record it before changing the app.

If the game works until an advertisement starts, describe that timing clearly. A frozen ad, a game-wide crash and an account problem should not be reported as though they were the same fault.

Identify the point of failure

Note whether the ad never starts, stops partway through, will not close through its normal control, or ends before the game becomes unresponsive. Record whether the issue happens with every ad or one recognizable creative. Avoid repeatedly clicking an unresponsive or suspicious advertisement.

Preserve the details Microsoft requests

Microsoft’s official ad-reporting guidance asks for a screenshot and context including the game and version, device, operating system and frequency of the problem. Send those details through its official support route. Remove private information from screenshots, and do not include passwords or recovery codes.

Compare an ad-specific issue with general crashing

If the app also crashes before any ad appears, use the broader Solitaire error guide. If the same ad causes a repeated failure while other play works, preserve that observation for the publisher instead of assuming a .NET or graphics-driver fault.

Restart carefully when the app will not respond

First note what happened and whether any round was completed. Follow the app or device’s normal close-and-reopen process, understanding that unsaved progress may be lost. Check the official store for app updates before considering more disruptive changes.

What independent support can do

We can help organize the symptoms and explain general app checks. We cannot remove a particular publisher advertisement, approve a refund or promise credit for a disrupted game.

Official reference

Microsoft: broken, inappropriate or freezing advertisements.