Serial number problem prevents game start up

[samssh]

During install and registration no problems were encountered using the serial number received via email. When trying to launch the game from both the desktop shortcut and the quick launch windows gives me the message "A2526rez.exe has stopped working" another message comes up indicating "There is an error with your serial number as entered. Please go to www.matrixgames.com/helpdesk/[/u] for assistance. Error code - 1073741819"

I have uninstalled and reinstalled the game and confirmed the serial number. Any help would be greatly appreciated.

[JamesM]

I have a Logitech G11 keyboard and have assigned one of the G keys to the quick start executable file.  When I try and activate it via the G key or double clicking on the exe file the bin subfolder I get the same message.  However it works when using the quick start icon in the program listing on the taskbar.

[USSLockwood]

I'm getting the same error.  Can't play.

[USSLockwood]

I've uninstalled, reinstalled, uninstalled and downloaded again.  Same error every time.

[USSLockwood]

installed on a different hard drive, same problem.

[noxious]

You've ruled out human error in the serial number input ?
If you're sure you've input correctly, you might get more efficient help if you contact the help desk as this is not a game issue, but rather a sales issue (either the serial is invalid or you're not entering it right)
File a ticket here : http://www.matrixgames.com/helpdesk/

[von Curow]

I have exactly this same problem and I did a cut and paste of my serial number from the confirmation email.

[USSLockwood]

entered it numerous times, used cut and paste as well as manual entry.

[Andrew Loveridge]

It could be a couple different things, that have caused the serial number not to be written/ accessed in the system registry. 
If you installed it on a user account instead of administrator, the game may not have access to the registry.  Or your spyware/ anti-virus protection may have stopped the installer from writing into the registry.

If you didn't install it from an administers account, try uninstalling the game and reinstalling from an administer account.

If that is not the issue, try turning off all your anti-virus software/spy protection and re-installing it.  With McAfee, we have occasionally had to uninstall it before it was possible to properly install a game with all it's required registry values.

Hopefully that works for you.  Please let us know what works.  And if you are still having issues please start a new thread with a DxDiag included.

[USSLockwood]

Installed under administrator.  Disabled Norton.  Doesn't help.

[USSLockwood]

One thing I just noticed was that the billing to Digital River is not showing on my CC.  Would it allow me to download if I made a mistake entering the CC number?

[bigmilt]

no game is worth turning off my anti-virus and spyware software.

[USSLockwood]

I hear you.  It would be acceptable if it was just a matter of disabling Norton until the game was installed.

[von Curow]

I registered my game online and it gave me no trouble with the serial number, so what gives?

[USSLockwood]

I'd be tempted to reorder but I'd hate to get billed twice.

[Andrew Loveridge]

If it seems to install properly and you can register in the members club, there isn't a problem with the number itself.  It most likely is not being added to your registry properly.  Try disabling the security before installing, then turning it back on after finishing the install.  The game should run with the security on, if the serial number has been written to the registry properly during the install. 

[USSLockwood]

Ok, I've disabled anti-virus and anti-spyware, no dice.  I run other
game software with serial number protection with no problems. 

[USSLockwood]

What is the procedure for requesting a refund?

[Erik Rutins]

Hi guys,

Andrew's responses were based on the most typical cause of such reports. Some people have their anti-virus/security software set too aggressively. When it won't even allow a game to check the registry or its own game files, that's too aggressive. Hence the suggestions.

If you've already tried that without any luck, here are the next steps to try:

1. Try launching from both the desktop "Game Menu" shortcut as well as the Start folder "Quick Start" shortcut to see if either makes a difference.
2. Modify the "Quick Start" shortcut compatibility properties (right click on the shortcut and choose properties, then compatibility tab) to "Run as Administrator". You can also try "XP2 SP2 Compatibility Mode".
3. Make sure you are logged in as an Administrator-level account both when you install the game and when you play.
4. Post a DxDiag file for us please.

Regards,

- Erik

[USSLockwood]

Erik, the XP compatibility mode did the trick!  Thanks!