Being a Thread Devoted to Problems with the Downloading Process

[Gil R.]

Instead of having dozens of threads spring up like mushrooms after summer rain, I thought I'd create a single thread where people can describe their problems (or vent about them, I guess). Have at it.

[David Heath]

Good Call Gil

Ok I posted a few times but let me make this official here.

On every Matrix Games release this happens.  It takes a little time for the files to get all downloaded and setup to all of our servers.  Everyone should also do a refresh on their browser to make sure you are seeing the most recent page and not a cached page.  I also highly recommend that you go to our games section and select Forge of Freedom and click on the Buy link.  The links in the Buy section are direct links in the stores for each country to purchase the game.  Once again thank for your support.

David

[vonSchnitter]

Anyone around with tar and/or feathers to spare ? [:D]
Or with a good source of the goods to share ?

Sorry - could not resist

Cheers

[Grifman]

Ok, I have a strange problem. I bought game, got my email, downloaded it, tried to install, but it refuses to take my serial number that came in the email. I tried a simple copy/paste, then handtyping it, but it says I have an invalid serial number. The serial number is all numbers in the format XXXX-XXXX-XXXX-XXXX. Do I have the right number? The only other number I see in the email is the "order" number.

So what's up with that?

[Temple]

ORIGINAL: Grifman

Ok, I have a strange problem. I bought game, got my email, downloaded it, tried to install, but it refuses to take my serial number that came in the email. I tried a simple copy/paste, then handtyping it, but it says I have an invalid serial number. The serial number is all numbers in the format XXXX-XXXX-XXXX-XXXX. Do I have the right number? The only other number I see in the email is the "order" number.

So what's up with that?

I had that happen with the last Matrix Game I got due to a Digital Rivers error. Be sure to email them and post in the support forum here. I got a new serial and download link in a couple of hours.

[Johnus]

How do you make a backup CD when the file is over 700MB. All the CD's I have are limited 700 MB. Nero wont let me burn the disk. ???

[Grifman]

ORIGINAL: Johnnie

How do you make a backup CD when the file is over 700MB. All the CD's I have are limited 700 MB. Nero wont let me burn the disk. ???

You'll have to use a DVD instead I guess

[Littleprivate]

First time post long time lurker,
Bought the digital download, downloaded and tried to uncompress the files and the uncompression locks up and becomes unresponsive. any ideas how to fix this and do i need to go re-download ( if possible) the whole thing again?
 
Littleprivate

[Erik Rutins]

Grifman,

ORIGINAL: Grifman
Ok, I have a strange problem. I bought game, got my email, downloaded it, tried to install, but it refuses to take my serial number that came in the email. I tried a simple copy/paste, then handtyping it, but it says I have an invalid serial number. The serial number is all numbers in the format XXXX-XXXX-XXXX-XXXX. Do I have the right number? The only other number I see in the email is the "order" number.
So what's up with that?

Are you entering the dashes along with the number?

[Erik Rutins]

ORIGINAL: Littleprivate
First time post long time lurker,
Bought the digital download, downloaded and tried to uncompress the files and the uncompression locks up and becomes unresponsive. any ideas how to fix this and do i need to go re-download ( if possible) the whole thing again?

There are a few possibilities:

1. The zip file is corrupt, in which case go go www.findmyorder.com and re-download.
2. The zip file, being quite large, is simply taking a very long time to process on your system. If you are using the default windows decompression and have a slow rig, this can happen. In that case, try a free trial from www.winzip.com to see if that works any better.

Also, for anyone experiencing download issues:

- If you can't see the game in the Store, try the Buy Now links on the Games page to go directly to it while the store cache clears
- If you have problems getting a clean download, try a free download manager like www.stardownloader.com

Regards,

- Erik

[Grifman]

ORIGINAL: Erik Rutins

Grifman,

ORIGINAL: Grifman
Ok, I have a strange problem. I bought game, got my email, downloaded it, tried to install, but it refuses to take my serial number that came in the email. I tried a simple copy/paste, then handtyping it, but it says I have an invalid serial number. The serial number is all numbers in the format XXXX-XXXX-XXXX-XXXX. Do I have the right number? The only other number I see in the email is the "order" number.
So what's up with that?

Are you entering the dashes along with the number?

Yes I am, I did a simple copy/paste from the email so it automatically included the dashes

[Erik Rutins]

Please go to www.findmyorder.com and confirm that the number listed there for you matches the one you are entering from the e-mail. If it does, then please e-mail support@matrixgames.com and we'll make sure you get a new working serial number as early as possible tomorrow.

[Grifman]

Went to findmyorder.com and the number matches. I'll email your support department. I'd hate to have to call you a bunch of "carpetbaggers" [:D]

[Littleprivate]

THanks it was my zip version that was having the problem now we are able to beat the northern horde back across the patomic

thanks a ton

[Erik Rutins]

Grifman,

ORIGINAL: Grifman
Went to findmyorder.com and the number matches. I'll email your support department. I'd hate to have to call you a bunch of "carpetbaggers" [:D]

Heh, certainly not! Please also e-mail your order receipt with serial number to erikr@matrixgames.com and gregw@matrixgames.com - I'd like to make sure we know how a non-working serial number might have been issued in this case, when others seem to be working. We'll follow up with support to make sure you get a new one as well.

[Erik Rutins]

ORIGINAL: Littleprivate
THanks it was my zip version that was having the problem now we are able to beat the northern horde back across the patomic
thanks a ton

Great to hear, enjoy!

[Grifman]

ORIGINAL: Erik Rutins

Grifman,

ORIGINAL: Grifman
Went to findmyorder.com and the number matches. I'll email your support department. I'd hate to have to call you a bunch of "carpetbaggers" [:D]

Heh, certainly not! Please also e-mail your order receipt with serial number to erikr@matrixgames.com and gregw@matrixgames.com - I'd like to make sure we know how a non-working serial number might have been issued in this case, when others seem to be working. We'll follow up with support to make sure you get a new one as well.

Ok, strangely enough, I tried again, and it works now.

But I think I know what the issue is. I have a spam browser that I check all my emails in before accepting them in my mailbox. I can look at the contents there. But this browser doesn't have all the fancy formatting that the email does. It's simple text.

But this last time I copy/pasted from the formatted email and it worked. In the email, the serial is bolded rather than plain text. This seemed to be the problem, because it would not work from the simple text email in the browser. But that wouldn't explain why it didn't work when I typed it in?

Anyway, it now works and I have no reason why. Thanks for the help.

Grifman

[Marc von Martial]

ORIGINAL: Johnnie

How do you make a backup CD when the file is over 700MB. All the CD's I have are limited 700 MB. Nero wont let me burn the disk. ???

DVD or an 800mb CD blank.

[ericbabe]

Yeah we stopped adding features only when we were worried it wouldn't fit on one 800MB CD [:D]

[Brausepaul]

Mmh, not a problem with downloading, but I git the confirmation email which was completely empty. Was it supposed to contain anything important?