Can't Run Gates of Troy

[Johnus]

Purchased Gates of Troy today. Downloaded and installed. Game will not run; screen reads: "serial number invalid." I used the serial number in the installment process. Uninstalled and repeated entire process, still without success. If I never have to deal with another serial number, I'll die happy. This certainly takes the instant gratification out of the digital download process.

[Erik Rutins]

Johnnie,

I replied in the other thread, will copy my reply here:

"Please don't give up so soon, chances are there's a simple solution. As you can see, we have a lot of customers here who have had no problem with the download or the serial number.

Please e-mail us at support@matrixgames.com and include your order number and serial number. We'll get things working for you ASAP. Thanks for your order.

Regards,

- Erik"

[Johnus]

Dear Erik:

Monday 12:00 PM. No response yet to my problem in either this forum or to my email to Matrix.

I've also tried to telephone without success.

[Erik Rutins]

Johnnie,

I've responded to you twice in the forum. I've yet to see an e-mail from you to the support@matrixgames.com address. If you sent one, please re-send it and copy erikr@matrixgames.com.

Phone support is only for ordering issues, not technical support - we handle technical support by e-mail and forum only.

Regards,

- Erik

[Johnus]

Erik:

I'm posting here because I have gotten no responses to my emails to support. Perhaps they are not getting through. I purchased Gates of Troy Saturday. I downloaded and installed (using serial number) with no problem. However, game won't run. Screen reads: "Invalid Serial Number."

You have promptly responded to my two previous postings. Perhaps you can give this to someone in support.

Thank you,


Johnnie (NPoggioli@hvc.rr.com)

[Clipper1968]

Johnnie,

you should retrieve asap the serial number and the order number from your previous post.
Just an advice...

[Erik Rutins]

John,

Please never post your serial number publicly.

I've e-mailed you three times in the last 24 hours, to both your work and home address. The only reply I received was an e-mail from you today telling me you'd received no e-mails. I then replied again to both addresses by e-mail.

Please check your spam and junk mail folders. If you have a spam filter, please "whitelist" matrixgames.com. Something on your end is preventing our mail from getting to you, from both the support@matrixgames.com and the erikr@matrixgames.com accounts.

Regards,

- Erik

[Johnus]

Erik:

Just wanted to confirm for your public that I did find your prompt response by email yesterday, which, I assume, one of my helpful children deleted. The "Fix" you sent me, however, did not work. But now, at least I know that you guys are getting my messages.

Thanks,

Johnnie

[Erik Rutins]

Johnnie,

Ok, at least that answers that. I'll try to send you another fix tonight or tomorrow morning, I was hoping the earlier one would resolve the issue but apparently I need to do a bit more trial and error. I can't duplicate your problem on the systems here so it's a bit of educated guesswork since we've had a few rare issues like this with installers in the past.

Regards,

- Erik

[Johnus]

Dear Erik:

The fix now posted on the support forum works fine. Thanks for you prompt and cheerful help.