Matrix Games Forums

would not load thru vista. installed by restarting in safe mode with command prompt. game ran (little slow) about 100 turns. music stopped. game began crashing over and over and stopped working. uninstalled and attempted reinstall. still not thru the regular install but again thru the safe mode. this time massive errors in attempting to decompress the music files. finally intall failed totally. moved over to my backup computer with XP. Same no go with install. crashing repeaditly thru the install in the music and sound files. Too bad as i was doing pretty good and its a nice upgrade from the original. alot more fun and more accurate generally.
Tim (battlegroundvehicles)

still no joy in installing.   tried repeatidly on both my Vista and XP computers.   Exact same errors occur on both when installing.    Has to be a bad disc.   No response yet from Matrix on my question.   Hopefully soon.
How to I get the disc replaced?
 

Contact the Help Desk. That was Erik Rutins's advice to someone else with a similar problem recently.

sent the issue in but no response as of yet.

I asked the same question and got my reply. Here it is: "We have received a notification from the tech support department at Matrix Games about a request to be part of a reshipment of COG:EE. The vendor has provided us permission to reship as long as the order date is within 30 days. Your order falls outside of the 30 day window for these
shipments therefore we are unable to reship. You may open up a new
service request through the online forum if you would like to further
discuss this with them". Sure I ordered over 30 days ago, but the physical shipment was less than 30 days because the physical copy was not available. I realize there is a work around for the defective #2 disk, but that is not the issue. After all the money I have spent at Matrix Games, it is disappointing to say the least.

Battlegroundvehicles,

It sounds like you have a bad copy. Did you turn off any anti-virus/security before installing? If you haven't heard back from the Help Desk yet, please e-mail me the Issue ID and I'll follow up.

DLpayer,

That sounds like you tried to contact Digital River instead of us. If you e-mail me at erikr@matrixgames.com with your order info, I can make sure you get a replacement Disc 2. I don't know what this "30 day window" they're talking about is, we told them simply to replace all the Disc 2s that they had incorrectly added a sub-folder to.

In the meantime, I assume your game is installed and working fine, just by changing the folder for CD 2 during installation?

Regards,

- Erik

ordered the game thru the matrix website. no "update" 2nd disc recieved. No 1 disc is the problem one so far as it crashed while installing sound/music files. same problem installing on 2 different computers. send you an email on it. no response from the help desk yet other than an ID number for the problem issue.
Tim

Replacement copy sent out, the help desk had responded but the response was missed.