Download Issues FAQ

Erik Rutins · Post by **Erik Rutins** » Wed Dec 08, 2010 6:59 pm

Hi everyone,

Our investigation into those orders that experienced download issues has made some progress. First, we believe the issues are limited to a bug with Internet Explorer 8 and how it interacts with the "cloud" that we have the files downloading from. This does not affect all orders with IE, just a small minority and it is not consistent. In those cases, the problem is usually solved by canceling and restarting the download.

In the cases where that does not work, please try an alternate browser with the same link, such as Firefox or Google Chrome.

http://www.mozilla.org
http://www.google.com/chrome

You can easily install those for the download as a temporary work-around, then uninstall them after the download.

Some customers have had luck using this download manager:

http://www.internetdownloadmanager.com/

Also, some download speed and link issues have been resolved by having the customer reboot their internet modem/router.

If that doesn't work, we can also provide an alternate link that does not go to the "cloud". This alternate link is now included in all order e-mails as a test. For those that already placed orders, you can e-mail us at storesupport@matrixgames.com to request this link.

The issue itself is being worked on and we hope that within a day or two these work-arounds will be unnecessary.

Regards,

- Erik

Erik Rutins · Post by **Erik Rutins** » Sun Dec 12, 2010 10:15 pm

Updated with a few more tips.

1jasonoz · Post by **1jasonoz** » Tue Dec 28, 2010 6:03 am

Purchased the game through slitherine, paid for it, transaction details sent from Plism (slitherine order processing website) with URL download link for the game I'd just purchased. Clicked on link, was unable to actually download game until login details supplied via Plism. Not possible to login via Plism link. Am now unable to receive the game which I've paid for as there have been too many attempts to access the download link. I'm now locked out from downloading the game at all. Matrix games FIX THIS NOW as I've paid for a game which I can't access.

Marlow45 · Post by **Marlow45** » Tue Dec 28, 2010 2:01 pm

Problem resolved after receiving a new download link from service.

JA Wijnacker · Post by **JA Wijnacker** » Sun Jan 30, 2011 3:19 pm

Hello everyone,

I cannot reach the downloadlink to download the primairy game file. Can you send me a link. Storesupport@matrixgames.com gives me a automated return email that does not help me to solve the issue. Please help me out [8|].

Greetings,

Johan

JA Wijnacker · Post by **JA Wijnacker** » Mon Jan 31, 2011 5:18 pm

[:)] Hey again,

I found the link. My email was so nice too put the mail in the junk box.[;)] how can somthing this nice be junk??

Bye bye

Johan

findmeifyoucan · Post by **findmeifyoucan** » Sat Feb 19, 2011 12:26 am

How do download the public beta patch put out in Feb. Member page says I need to register but I registered the game already but under a different email address as originally joined with Matrix?

cookie monster · Post by **cookie monster** » Sat Feb 19, 2011 1:24 am

ORIGINAL: findmeifyoucan

How do download the public beta patch put out in Feb. Member page says I need to register but I registered the game already but under a different email address as originally joined with Matrix?

Its probably quicker to contact the help desk.

findmeifyoucan · Post by **findmeifyoucan** » Sat Feb 19, 2011 2:22 am

Okay, did so and changed my member email address to the current one I use and password. Hopefully, eventually it will show up on the member page that I actually own this game. lol

Beta patch is no biggy anyhow. I still haven't got through all of the manual yet. I don't start a game till I have read the manual at least once from cover to cover.

cookie monster · Post by **cookie monster** » Sat Feb 19, 2011 2:30 am

Take a look at the getting started section on the wite wiki,links in my signature

its quicker to just dive into the tutorial scenario and road to minsk as the germans, and click away

trial and error

i have the ebook open as i play, at least now i know what everyones talking about

Blutch · Post by **Blutch** » Mon Dec 19, 2011 12:38 pm

What a pity, I download only at 25kb/s !

Is there an alternative link to download the game than from plimus server ?

Thanks.

JiminyJickers · Post by **JiminyJickers** » Fri Jan 06, 2012 9:39 pm

The only problems I have experienced is that the downloads are extremely slow.

They have so far not failed but it took me about 4 hours to download War in the East where it should have taken about 30 mins normally to download a file that size.

Tauroggen · Post by **Tauroggen** » Fri Mar 30, 2012 1:21 pm

I read in a customer review that a player with a German version of the game can not use the English patches of the game. He wrote that he has to wait until a German patch will be published.
http://www.amazon.de/Gary-Grigsbys-War- ... =8-3-fkmr0

Is that true?
I don't see any German patches around here...

And if it's true: how can I be sure to get the US-version of the game?
The download here
http://www.matrixgames.com/store/372/Ga ... .1941-1945
is priced in EURO, at least for me, sitting on European soil.

Denniss · Post by **Denniss** » Fri Mar 30, 2012 2:34 pm

The current patches are for both english and german versions.

garymiboy · Post by **garymiboy** » Wed Mar 27, 2013 8:35 pm

Something needs doing about the plimus download links..last 3 games ive bought from matrix ive had problems with dead links.or files that wont save to my pc.ive got a ticket in..its only the plimus links i ever have any bother with..when they send me a reset link its just the same one as before so getting the same problem,hopefully this will be sorted very quickly i was hoping to be playing don to the danube tonight.but no reply to my ticket yet

[&:]

Erik Rutins · Post by **Erik Rutins** » Thu Mar 28, 2013 1:10 pm

Hi Gary,

What kind of problem are you having with the links? If you have a ticket into our Help Desk (not with Plimus) we also have other ways of providing you a download link if you can't get the one from the store working. There's no general download link issue that we've found though. Many, many customers download successfully every day and we use the same back-end technology used by much larger companies to provide downloads globally.

Regards,

- Erik

garymiboy · Post by **garymiboy** » Thu Mar 28, 2013 1:36 pm

Hi,Erik.

Thanks for the reply. problem is either the link goes to a blank page or, when it goes for downloading it wont download to my pc.ive had this problem with last 2 or 3 games ive go from you guysbut .you guys have usually sorted it for me[:)].
Christian has contacted me through the ticket and said he had sent me an email with an alternative link.but i havent received any emails from you guys.so,ive updated the ticket.

thanks again

Gary

garymiboy · Post by **garymiboy** » Thu Mar 28, 2013 2:34 pm

Sorted. Christian sent me a link..thanks again

STEF78 · Post by **STEF78** » Thu May 02, 2013 1:03 pm

Hello

I'm trying to register my game on the member's club in order to load the last patch.

The server answer that the key is already in use...

What should I do?

Thanks
Stéphane

Denniss · Post by **Denniss** » Fri May 03, 2013 5:27 am

Bought a used game?
Typo in your serial upon entering?
Registered with an older, forgotten, account?