Support
If you encounter problems or questions concerning the Jigsaw Explorer web site, or Jigsaw Explorer's jigsaw puzzle program, then check to see if your problem or question is addressed by one of the frequently asked questions below. If not, then feel free to contact us at the following email address concerning your problem or question:
If you just want to give us your comments or suggestions, then you are welcome to send those as well.
Frequently Asked Questions
- Why is my unfinished puzzle progress not being saved?
- How do I delete my saved puzzle progress for a puzzle?
- Why do the puzzle pieces seem wrong in the latest puzzle I played?
- I've lost the snap sound when puzzle pieces are joined. How do I get it back?
- How can I make the puzzle pieces larger?
- Movement of the puzzle pieces is sluggish. How can I fix it?
- I have a question about multiplayer mode.
Q: Why is my unfinished puzzle progress not being saved?
A: Jigsaw Explorer automatically saves your unfinished puzzle progress in your browser's cookie storage. Check your browser's cookie settings to ensure they are set appropriately. Be aware that anything that causes your browser cookies to be cleared will cause any saved puzzle progress to be deleted.
Note that your puzzle progress cannot be saved if you are playing a puzzle using your web browser's privacy mode.
Also note that playing a puzzle while in multiplayer mode (even if you're the only player) will automatically save your puzzle progress to our central servers without relying on browser cookies. An advantage of this method is that you can start a puzzle on one computer and continue playing the puzzle later on a different computer. The catch is that you must bookmark or record your multiplayer game link, otherwise you will have no way of restoring your puzzle progress later!
Q: How do I delete my saved puzzle progress for a puzzle?
A: You can delete the saved progress for a puzzle by opening the puzzle, changing the number of puzzle pieces, and then closing the browser tab without playing the puzzle. You can change the number of pieces by clicking the puzzle program's menu button (leftmost button on the puzzle program's menu bar) and then selecting Modify this puzzle from the menu.
Q: Why do the puzzle pieces seem wrong in the latest puzzle I played?
A: If you play a puzzle where the pieces don't fit correctly, pieces are missing, and there are two or more pieces for the same corner, then that means you probably enabled the puzzle piece rotation feature for that puzzle inadvertently. When that feature is enabled you need to use the mouse scroll wheel or the keyboard's left and right arrow keys to turn the pieces right side up. Or, you can disable the rotation feature at any time by clicking the program's menu button (leftmost button on the puzzle program's toolbar), selecting Modify this puzzle from the menu, and then toggling the Rotate button off (the circle arrow button). Note that the Rotate button is highlighted when the rotate feature is toggled on.
Q: I've lost the snap sound when puzzle pieces are joined. How do I get it back?
A: Try these steps to resolve the loss of sound effects:
- Click the puzzle program's menu button (leftmost button on the puzzle program's menu bar) and select Unmute from the menu.
- If you are using a desktop computer or laptop then right click the jigsaw puzzle's web browser tab and ensure the sound is not muted in the pop-up menu.
- If you are using a Mac, and the steps above do not resolve the sound problem, then follow these steps:
- In the Apple menu, go to System Preferences > Sound > Output and ensure the volume is set appropriately and the mute setting is disabled.
- If you are using the Safari web browser then in the Safari menu go to Safari > Preferences > Websites > Auto-Play and ensure jigsawexplorer.com is in the list and is set to "Allow All Auto-Play".
- If you are using an iPad or iPhone then access the Control Center by swiping down from the top-right corner of the screen and ensure the volume control is set appropriately. Also, ensure the mute button is disabled (if present, it has a bell icon).
- If you are using a desktop computer then ensure all audio cables are securely connected.
Q: How can I make the puzzle pieces larger?
A: Jigsaw Explorer does not yet have a zoom feature, but that feature is planned. Meanwhile, if you use a Windows PC, then you may want to try using Microsoft's Magnifier feature while you work the puzzles. If you use a Mac then you may want to try using the Mac zoom feature.
Also, note that the puzzle pieces scale up as you increase the size of the browser window, so if you use the puzzle program's full-screen mode then the pieces will be displayed at their largest size.
Q: Movement of the puzzle pieces is sluggish. How can I fix it?
A: You may need to enable hardware acceleration in your browser.
Q: I have a question about multiplayer mode.
A: Check out our multiplayer mode FAQ.
