Question: I can no longer watch ads to receive free gems in the game. What should I do?
Answer: Our Technical Team is aware of the problem, and they are currently working out the solution for it. We will keep you updated on this matter via our help desk and notify you by email.
Question: After the 1.25.2500 update, the game freezes on the main game board during the tutorial.
Answer: We are happy to report that our Technical Team has managed to isolate and fix the issue you experienced. The problem should be resolved after updating your game app to the new 1.25.2502 version. If the problem persists afterwards, please email us at support@g5e.com and report the issue.
Question: My game doesn't launch after the 1.24.2400 update. What should I do?
Answer: We’re happy to report that we’ve fixed this issue in the new 1.25.2502 update which is now available for download. Please visit your preferred app store to download the update with the fix. If the problem persists, please contact us at support@g5e.com.
Question: My game doesn't launch after the 1.24.2401 update and I get an error message: error 0xC00CEE23. What should I do?
Answer: We are already investigating the cause of the issue and would appreciate your help. Please contact our Support Team at support@g5e.com and specify the following information:
- Your G5 Friends Player Login.
- Your country of residence.
- The email address associated with your G5 Friends profile.
- Your device model and firmware version.
- Your IDFA number.
- Windows version you are currently running on your device.
- Please try rebooting your device.
Please also provide us with your DxDiag information. This information will be extremely helpful in resolving your issue and greatly appreciated.
In order to find and send us your DxDiag information, please follow this instruction:
1. Press Windows button in the left hand corner of your desktop.
2. Choose Search.
3. Find and select “Command prompt” there and please enter “DxDiag” in the empty field and press OK.
4. DirectX Diagnostic Tool window will appear. Press “Yes”.
5. Then you will see another DirectX Diagnostic Tool window. Please wait till the progress bar in the bottom left hand corner runs out and press “Save all information”.
6. Please select the place on your device where you want to save DxDiag file.
7. Please attach this file to your letter.
Question: After the 1.19.1900 update, the game is running very slowly. What should I do?
Answer: This issue has already been resolved in the latest 1.19.1901 update. Please visit App Store to download the update with the fix. If the issue persists after updating the game, contact us at support@g5e.com in order for us to assist you further.
Question: After the 1.17.1700 update, some of the monsters stopped appearing in my game. What should I do?
Answer: We are happy to inform you that our Technical Team has resolved the issue in the latest 1.19.1902 update of Jewels of Rome. Please visit your app store to download the update and implement the fix. Note that you will need to restart the app afterwards to ensure its optimal performance.
Question: After the 1.17.1700 update, I can’t watch a video to earn crystals. What should I do?
Answer: This issue has already been fixed. Please make sure your Internet connection is stable and restart the game app on your device to implement the fix.
Question: After the 1.15.1500 update, my game crashes when trying to explore the Thermae. What should I do?
Answer: Our Technical Team has resolved this problem in the latest 1.15.1501 update. Please visit your store to download the update and overcome the issue.
Question: After the 1.14.1400 update, my game crashes after successfully exploring the Forge. What should I do?
Answer: This issue has already been resolved in the latest 1.14.1402 update. Please make sure your Internet connection is stable and update the game app on your device to implement the fix.
Question: I have problems with the sound in the game. What should I do?
Answer: Please contact our Support Team at support@g5e.com, let them know about this issue and specify the following information:
- Your G5 Friends Player Login.
- Your device model and firmware version.
- Your browser title and version.
Question: How do I play the game in full-screen mode?
Answer: In order to play the game in full-screen mode, click on the corresponding button 
in the top-right corner of your main game board. Click the button again to exit the full-screen mode.
Question: How do I customize sound and music in the game?
Answer: On the main game board click on Settings 
in the top-right corner of the screen. Click on Music 
and/or Sound 
icons to customize this setting.
Question: I cannot launch the game. What should I do?
Answer: If you are having problems opening the game, please contact our Support Team at support@g5e.com with the detailed description of your issue for us to investigate your matter as quickly as possible.
Question: I have already played this game on my previous device and now I’ve got a new one. How can I transfer the game progress I’ve already made to it?
Answer: In order to save/restore your game progress, please log into your G5 Friends account in the following way:
- Tap on the 'Friends' icon at the bottom of the screen on your main game board.
- In a new window tap 'My Profile' in the very bottom of the screen.
- Tap on 'Change Player' in order to log in with the Player Login and password you used in your game before.
- Tap on 'Sign in' to confirm.
Question: The game doesn’t run after installation or shuts down during play.
Answer: To ensure optimal performance of the game, it is recommended that you restart your device after installing a new application.
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Troubleshooting section with the answers to random account/billing questions and basic troubleshooting instructions for G5 games:
G5 Friends account questions
Zendesk account questions
Purchase issues
Refunds
How to find your IDFA