Trouble with start up. Please help

[T_Patch]

I have just now been able to log on and will ask you fine fellows for your help with the WPO game I just bought. When I click on the game, I get to the "loading" screen, the red bar loads all the way, then the screen goes black and that's all she wrote. I have to the use the Task Manager to quit the game and make the black screen go away.
I put in a help ticket, but had to do so without being logged on (as a guest I assume). My e-mail said I had an action taken on my issue and I was given a work order #, but I am unsure as how to access it.
Sorry to be a pain in the rear. Thanks in advance for any help you can give me.

[T_Patch]

Matrix support was very helpful in helping me with this issue. If anyone has Windows Vista service pack 2 and gets a black screen after the load page, I went into the game subfolder and where it said "video", I changed it to "_video" and it worked beautifully. Thanks help desk!