How to unblock G5 Games from downloading in Microsoft store

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How to unblock G5 Games from downloading in Microsoft store

Diane Tullman 35

I have played the game "Sherlock: Detective Hidden Object and Match Game 3" by G5 for a year and recently (as of 11/21/25) G5 Updated the game and now the game does not download from the Microsoft Store enough to include the new Update... it stops @99%, and says, "Retry" which I've done several times, rebooting after and before each "retry" and still the Game is blocked. My computer has plenty of space and the internet is stable and quite speedy. Please advise how to Unblock the game. Thank you!

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Answer 1

Hello, thanks for the follow up.

I’m sorry for the confusion earlier. At first, the symptoms looked like a common Microsoft Store issue, but after checking the official source, this turned out to be a confirmed problem on G5’s side.

G5 Games Support: Find Help for Sherlock

(Disclaimer: This is a non-Microsoft website. The page appears to be providing accurate and safe information. Watch out for ads on the site that may advertise products frequently classified as PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.)

There is nothing you can do locally to unblock the update. Please make sure your progress is backed up through a G5 Friends account and click “I have the same issue” on G5’s support page or contact G5 Support for updates.

Again, I’m sorry for the wrong information and wasted effort earlier. Thank you for your understanding.

Answer 2

I'm not sure whether the problem started when the game tried to update to the latest verson of G5's SHERLOCK or not. All I know is that I no longer can get the game to OPEN. I rebooted my computer a few times (no help) and then thought -- well, I'm logged into Microsoft, so they hopefully have saved my game info (especially the things that I have PURCHASED for the game); so I UNINSTALLED the game, thinking a reinstall might clear the problem -- but it didn't. And now I can't even download/install the game. When I try to, it says it is "installing," but then either: (1) hangs up (just keeps saying "almost done") or (2) stops and says "RETRY". ........... NOTE: I recently purchased a lot of red rubies -- the things that allows you to buy other tools, etc in the game. So, PLEASE help me resolve this issue -- especially if you want me to continue using your G5 games and making in-game purchases!!!

Answer 3

Thomas4-N 13,405 Microsoft External Staff Moderator

Hello Diane Tullman, welcome to Microsoft Q&A forum.

When a game update gets stuck at 99% and shows “Retry,” it usually means the Microsoft Store cache or delivery process is having trouble. Follow these steps:

Clear Store cache

Press Windows + R, type wsreset.exe, and press Enter.
Wait for the command to finish and the Store to reopen, then restart your PC.

Run the Windows Store Apps troubleshooter

Go to Settings > System > Troubleshoot > Other troubleshooters
Find Windows Store Apps, and run it.

Reset or reinstall the game

Go to Settings > Apps > Installed apps
Search for the game, click Advanced options, and choose Reset.
If that doesnt help, first make sure your game progress is backed up, then reinstall the game.

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Claire B. Sullivan 5 Reputation points

2025-11-22T15:18:59.8633333+00:00

First of all, Windows Store Apps wasn't found under System>Troubleshooters>OtherTroubleshooters. I did eventually find it under Settings >System >System Components >Installed Apps >Microsoft Store >Advanced. From there, I repaired it and then tried to reinstall it. But again, it just gave me an error message. Also, it's not possible to save your game progress on an app you can't open! I've been using this app for a year on Windows 11 upgrade. Of course, I first tried to just open the app, and it wouldn't open, which is when I first tried rebooting, then tried to uninstall and reinstall it, and then I found your answer and tried to follow your instructions. However, your answer made no difference and I cannot get into the app. In fact, I cannot even get it reinstalled on my PC.
Diane Tullman 35 Reputation points

2025-11-22T19:08:49.0833333+00:00

Thank you, Thomas, but none of your suggestions worked (especially the last one, "Reset....." -- that one is only good once the App downloads and shows up in your list of Apps; and your 1st and 2nd suggestion, with the better navigation from Claire, didn't work either. This is quite a puzzlement to me as another of the G5 Entertainment games, "Twilight Land", perfectly downloads from the Microsoft Store, but each time I try to download the "Sherlock" game, even an error message says, "G5 Blocked" -- but it couldn't be blocked if "Twilight" has downloaded perfectly.

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How to unblock G5 Games from downloading in Microsoft store

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