Matrix Games Forums

I've finally been able to process my order using Digital River (and it took some doing with all the quirky things it doesn't like if you aren't from the USA) and I'm presented with my download link. Problem is that the link returns a 500 internal server error. OK, lets get some technical support. On the page is a link for tech support so I click on that. Now I get a 404 error because the tech support page doesn't exist.

This is my next step. Can someone please help me with this?

Guys, this is ridiculous. I just spent a whole lot more time following links to submit a help desk ticket only to be presented with 'Error Occurred' at the very end of the process. This is after getting another series of obscure error messages about missing cookies etc from the Digital River site. I sent an email to support@matrix.com and so far this hasn't bounced back but I don't like my chances the way this is panning out. I'm sorry for being frustrated but it really shouldn't be this difficult.

Emergency over! Game is downloading and breathing is returning to normal.

If anyone else has a similar problem, find the findyourorder.com link at Digital River. This link works.

As feedback I think it would be a good idea for Matrix and Digital River to check their server links. I'm not sure if major changes have happened but there is no meaningful way to get technical support. The support email which is part of the order just generates an auto response that tells you to submit a ticket. Submitting a ticket doesn't work. Hope this helps.

.... presented with 'Error Occurred' at the very end of the process ....

Hi, sounds like you did not select a "Category" for the ticket, you then get the "Error Occured" warning with a brief description of what is missing. Submitting tickets works fine, we have just made a test run to double check.

The support email which is part of the order just generates an auto response that tells you to submit a ticket.

Yes, the support email is ment to redirect you to the new Helpdesksystem we now have. Formerly we did everything via email support, but now we switched to a Helpdesksystem that allows us better control of support issues.

OK, lets get some technical support. On the page is a link for tech support so I click on that. Now I get a 404 error because the tech support page doesn't exist.

Is this on the DR website? Could you copy the link for me so we can notify them?

Just FYI for others, it's www.findmyorder.com and support@matrixgames.com rather than the addresses above.

Glad you got your download working!

I went through the 'internal error' and 'set cookies' trail with no result. Found and used the findmyorder link which is working OK, but the entertainment is supposed to start after getting the game, not before. [:(] [:)]

Had the same problem, used the same solution

What internet browser are you guys using? Do you have any kind of security/anti-virus software installed that could be interfering? Is your browser security set to default levels?

I had similar problems with aol - so access DR through IE7 - it then works...when my broadband behaves!

I don't know if the internet browser, or anti-virus could have caused the problem, but I have made several download purchases with Matix and Digital River with this system and this is the first time this problem has occurred. Point being, I do not think it's the system, but heh ! it is microsoft so who knows. [:)]

I'm using FireFox 3. But I also tried IE7 with the same result. Everything default. Anti-Virus not getting in the way. The support page is http://www.matrixgames.com/support.asp but all DR pages other than findmyorder.com end up in dead-ends.

Those of you who experienced these issues, can you please post your Order Numbers and tell us which exact store page you were coming from and going to when you saw the error please?

Order No. 1645709788 - In the online Store I finished the credit card details and arrived at the HTTP download link, which failed in the message 'Internal Server Error' with a link to service@digitalriver.com, which I used. I later received an auto reply advising to consult online shop trouble shooting pages etc., which I had already done the previous day. There had been a note on enabling Cookies, which I did with no result. I had attempted to re-open the download link by routing through the shop download FAQs and accessing the order, download failed with same 'Internal Server Error'. Next action was to go to the forum and found your findmyorder link. This took me to a different HTTP download link which works OK. So I have the download and the info was there to find, but it was quite a trail to follow. It was the forum that solved the problem, not the shop, or its customer service links. [&:] [:)]

Had the same 500 Server Error last night trying to download using the HTTP link in the EU online store.
Followed the findmyorder advice, keyed in order number and password and got another error message. ..couldn't go to or find the page I requested.
 
Very frustated, I waited 10 minutes and then tried the findmyorder method again an it worked.

This error has still not been fixed:

Shop - Australia.

Order Email Confirmation - None.

Solution - Write order number down immediately, clear cache, go to find my order. Without clearing cache same error appears.

(Confirmation email came through but late, got serial now).