Matrix Games Forums

Erik, I had the same problem when I purchased the game a couple hours ago. I've dropped you an e-mail as well. Hopefully I'll be hearing from you folks soon.

For some reason, I have yet to receive my confirmation for this board at my primary e-mail address despite registering half an hour or so ago. The e-mail with which I ordered was dewelar@ardrana.net. Thanks!

Ok, this problem is now 100% fixed in the store for future orders. DR is going back right now through the orders that were affected. You should all be getting a new confirmation e-mail today and I would say soon. If you do not get a new confirmation e-mail today with your serial number, please e-mail me at erikr@matrixgames.com and I'll follow up again tomorrow morning.

Sorry for the inconvenience this has caused - it was a store glitch that affected a few physical+digital orders and unfortunately there was no way for us to catch it ahead of time. Normally, you would have received a serial number right away and with any luck you'll all be able to use your downloaded installers tonight after the new e-mails arrive.

Regards,

- Erik

Hi Erik....I just recieved the conformation email WITH a serial number...I will be trying it out after I have dinner a little later...And if it works, then I can finally start posting with some normal questions. Thanks so much Erik for handling this so efficiently...

Still waiting for mine...hopefully it won't be much longer. What can I say, I'm impatient[8D]. So what's the latest I can expect the e-mail, so as not to jump the gun?

I think you can expect it...i recieved mine, but now that I have it, I cant locate the game on my computer...I cant blame anyone for that...I dont know how to find it...

Search for files whose names start with "PureSim2007" -- that should catch it.

OK, I just got a confirmation e-mail, but it was empty...that can't be good [:(].

I tried that but it didnt work. There must be another name. I just have no idea what it is. I guess when you get yours you can let me know what name yours is under. Thanks and good luck...

It just gets better and better...

I just called Matrix Games back, and they gave me a serial number to use. I entered it, and I got a box that popped up saying "Invalid Serial Number". This is DEFINTELY not good.

I always download these files to my desktop so I don't have to search for them.

One thing that you might try:

Go to a website where there is something to download. My computer always defaults to the download place where I last downloaded something. See if your puresim file is there.

Where did you go to enter the serial number? Did you doubleclick an icon? If you did, what is its name?

I'd downloaded the Zip file from the website into a specific directory I have for downloaded setup files. From there, I extracted the one file that was in it (called PureSim2007-SetupRelease-v100DR.exe), and ran that file. After the licensing agreement screen, it popped up with a box to enter the serial number. That's where I entered it.

Thanks...I will try entering what you wrote...I wonder if the game actually downloaded...I have to feel it did, because I doubleclicked the icon, and when it asked me for the serial number, I had to stop, as I didnt have it at the time. Now I cant get back to where I was.

i redownloaded it and it seemed to work, although i did get a message about a win32 file that didnt work because it was being used...but the download completed...

dewelar2,

ORIGINAL: dewelar2
OK, I just got a confirmation e-mail, but it was empty...that can't be good [:(].

This was a new confirmation e-mail? Please copy it into a new e-mail and send it to me at erikr@matrixgames.com. Thanks.

Regards,

- Erik

ORIGINAL: dewelar2
It just gets better and better...

I just called Matrix Games back, and they gave me a serial number to use. I entered it, and I got a box that popped up saying "Invalid Serial Number". This is DEFINTELY not good.

Please note, if you called the number in the store you were talking to Digital River, not Matrix Games. Still, we made sure their CS people were aware of the problem and had valid serial numbers handy. I'm guessing this is a screw up where they read the number off wrong to you. I'm baffled as to why the second confirmation e-mail to you did not have a serial number, given the explanation of the resolution that I received. If all else fails, I'll e-mail you one myself as soon as I get into the office in the morning.

Regards,

- Erik

ORIGINAL: jacmar
i redownloaded it and it seemed to work, although i did get a message about a win32 file that didnt work because it was being used...but the download completed...

Ok, good to hear. Have you entered your new serial number yet during the installation? Just run the installer and enter the number when it asks you to and you should be fine.

Regards,

- Erik

Thanks Erik...It completed, but during the download there was a message saying that a win32 file could not be done because it was in use...I continued on and it did complete...It said something like it will be done on boot up. I hope I wont have any problems from that. Thanks for all of your help.

jacmar,

I have no idea why you would have a message like that during a download, honestly. A download is simply a file transfer and doesn't involve changing any Win32 files.

[Edited]: Unless by download you meant the installation. In which case, please reboot and let us know if it works for you. Thanks.

Regards,

- Erik

ORIGINAL: Erik Rutins

ORIGINAL: dewelar2
It just gets better and better...

I just called Matrix Games back, and they gave me a serial number to use. I entered it, and I got a box that popped up saying "Invalid Serial Number". This is DEFINTELY not good.

Please note, if you called the number in the store you were talking to Digital River, not Matrix Games. Still, we made sure their CS people were aware of the problem and had valid serial numbers handy. I'm guessing this is a screw up where they read the number off wrong to you. I'm baffled as to why the second confirmation e-mail to you did not have a serial number, given the explanation of the resolution that I received. If all else fails, I'll e-mail you one myself as soon as I get into the office in the morning.

Regards,

- Erik

As I posted in the other thread, the problem was that the CS person did not tell me to insert hyphens within the serial number. All is well now. Thanks for your vigilance!