Install Issue

[1NWCG]

After getting a new hard drive and copy of windows and changing nothing else on my PC, the game does not load or even run the inital start up, just rotates in the drive and then forces my windows explorer to crash and me to force shut down the machine.

They installed just fine when I had my old hard drive, any thoughts?

I am running XP btw.

Happens to my original CoG copy and also AGEOD's Napoleon's campaign, whom I have been talking w/their support too....

[ericbabe]

I'd recommend run some diagnostic utilities on your hard drive, perhaps to look for bad blocks.

You might also try updating your video and sound drivers.  Having out of date sound drivers can crash the game during the loading sequence.  On one of our "clean install" test machines, if we forget to update the sound drivers, COG:EE crashes during load every time.

[1NWCG]

Cards are up to date, cleaned hard drive and did defrag.  It doesn't even start the install, it just it just sits in my drive and when I try to double click the icon inside the CD folder it freezes and then I am forced to shut it off. Other non-Matrix & Ageod games work just fine, that I have installed so far. I tried even EA games, which would equivalent these and they load just fine and recognize the disc.
 
So I am kind of at a loss and Ageod tech support couldn’t figure it out either.

[Erik Rutins]

Are you turning off any anti-virus/security software before you install? Sounds like a different program is preventing the install from executing, possibly while it tries to scan it for viruses, etc.

[1NWCG]

Good thought, gave it a try and still did not work.  I am trying AGEOD's download they sent me of the game.  They thought after a long debate it was a disc error so we shall see what happens with that.

It is weird because I got Napoleon in Italy and Commander: Napoleon at War to install and they work, except last time I tried Napoleon in Italy it wanted to install it again, even though it was already installed and I was playing the game.

Slow to read those discs too, but not other game companies.

[1NWCG]

Well I tried the AGEOD download and it worked just fine....

[ericbabe]

Oh, I'm sorry, I didn't understand that it wasn't even installing off of the CD.  I'm not sure whether it might be a bad disk.  Have you tried downloading a copy and installing using that?  Do you have access to another machine on which you might be able to test whether the CD's might be defective?

[1NWCG]

ORIGINAL: ericbabe

Oh, I'm sorry, I didn't understand that it wasn't even installing off of the CD.  I'm not sure whether it might be a bad disk.  Have you tried downloading a copy and installing using that?  Do you have access to another machine on which you might be able to test whether the CD's might be defective?

No worries. I do not have access to another machine as of yet to try it. May in a few months. How do I obtain a download copy? Do I need to buy it again?

[Gil R.]

If you purchased the game through direct download then Matrix would have this info on record, and enable you to redownload it. Just e-mail support@matrixgames.com or post again in this thread when the time comes.

[1NWCG]

I did not purchase it through digital download.  I bought a CD copy.....
 
Is there a was to prove that I purchased it in order to obtain a download copy?  Because that is what I had to do w/AGEOD on the same issue I had with one of their games.

[ericbabe]

Gil and I are game developers for COG:EE and so we don't have much to do with the sales-side of things, so I'm afraid I don't know the answer to this.  I will try to find someone from Matrix who might know the answer to this.

[ericbabe]

This page seems to have help information on how to download a game that you have purchased.

http://www.digitalriver.com/dr/v2/ec_ma ... 43&pn=1#q5

If you scroll down to "How do I re-download software that I have already purchsed" it looks as though you can enter the last digits of your credit card and e-mail information and it might give you the information you need to download the game.

[Erik Rutins]

Hi, a download version is only available if you ordered it in your initial order (i.e. by using the digital + physical option). If this is happening with two separate CDs, have you also tried others? Seems like this has to be something wrong with your system rather than the CDs themselves.

If all else fails, we can provide you a one time download link. Do not write us at support@matrixgames.com though, use our Help Desk here at www.matrixgames.com/helpdesk.

[1NWCG]

ORIGINAL: Erik Rutins

Hi, a download version is only available if you ordered it in your initial order (i.e. by using the digital + physical option). If this is happening with two separate CDs, have you also tried others? Seems like this has to be something wrong with your system rather than the CDs themselves.

If all else fails, we can provide you a one time download link. Do not write us at support@matrixgames.com though, use our Help Desk here at www.matrixgames.com/helpdesk.

All my other games that I own work just fine and load just fine. [:)] I even tried updating my DirectX to version 10, still doesn't work. I submitted a request at the site you gave or all 5 of my games that do not work.

Thanks!