Matrix Games Forums

I get an internal server error when trying to download my purchase - what gives ?

Downloading If the initial download link doesn't work, try the "Quick Order Lookup" that worked for me.

However I didn't receive a serial key [:@]

Server error here as well, where do I find Quick Order Lookup ?

ORIGINAL: Wolfe

Server error here as well, where do I find Quick Order Lookup ?

https://www.findmyorder.com/servlet/Sec ... cale=en_US

Did you actually get a key unlike myself? Mine only stated "None" where it should have been [:(]

Thanks, just started downloading.

My serial number was on the origional confirmation screen just below the download link/button and repeated on the quick order page to the right of the download link/button.

I experienced the Internal Server Error message as well.

No idea what causes it, might be our browser for all I know (I am using current Firefox).

But I was able to navigate by going to Store (top of the web page), select your country, then use the option (in orange lettering along the top of page at right) Store Faqs. It has a field to enter your order number and the password you chose when ordering. It presented me with a new HTTP link that activates just fine.

We're checking into this. Our test orders seem to work fine. If you have this issue, just go to www.findmyorder.com with your order info and you should be able to get a working download link there without a problem.

I have definitely had issues trying to download Matrix Games using Firefox. I'd recommend copying and pasting the purchase order screen from your Firefox window into internet explorer and then downloading from there. It's always been smooth sailing for me once downloading from IE.

Hoping to hear some initial impressions of the game soon...

I've used Firefox for years with our site and store (using it right now too) with no issues, so I'm not sure that's it. The store is working to track this down, but in the meantime anyone who has a problem with the initial download link seems to be able to complete a download fine using the order lookup and/or www.findmyorder.com.

Erik,

I've just opened a support call for the serial key issue, can you look into that one also.
Firefox 3.5.2(vanilla install) worked just fine with the findmyorder link, not with the original link however.

Was that with our Help Desk or the Online Store Help? If you e-mail me at erikr@matrixgames.com with your Order Number, I'll check on it right away.

Cheers,

Mail send.
Calls went to both the help desk as the online store.

I get the Internal Server Error message as well when I try to download from the order page.

Sadly I get the same error when I try to download from www.findmyorder.com.

Anything else I can do to get the game?

Waldfels,

That's bad news, we're working to try to find the cause of this with the store. So far, everything is working fine for our test orders, which is a bit frustrating, but I'm sure we'll have it resolved soon today. Please e-mail me at erikr@matrixgames.com with your order number and I will see what we can do in your case, since the normal work around is not working for you.

Regards,

- Erik

Hi guys,

We are having a heck of a time duplicating this issue. Can any of you who were affected and did not yet send me order numbers to my e-mail address at erikr@matrixgames.com please do so now? It could help us track down this issue.

Regards,

- Erik

Ok guys, it seems there are two issues.

First, DR appears to have made a mistake when setting up the "Physical + Digital" version on the EU store. This meant that customers who ordered that version in the first few hours after release were not getting the download version. I just spoke with the store and all customers affected by that issue will be receiving an e-mail from the store today (so make sure you set your spam filters to let e-mail from digitalriver.com go through). That e-mail will include a new order number, a download link and a new serial number that you can use to download the game today. You will be receiving your physical copy as well, those should be shipping out by the end of the week.

The Internal Server error issue is still not something we can duplicate, but all of their developers are at this point involved in trying to figure this out. It is clearly happening, even though we cannot get it to happen here. We'll fix it ASAP, we're all staying in the office until this is found and fixed.

Regards,

- Erik

ORIGINAL: Erik Rutins

The Internal Server error issue is still not something we can duplicate, but all of their developers are at this point involved in trying to figure this out. It is clearly happening, even though we cannot get it to happen here. We'll fix it ASAP, we're all staying in the office until this is found and fixed.

Remember that this happened to me this week too when buying Kharkov.

Never got a reply to that PM I sent you Erik!

The error suddenly cleared itself by the time I made my original post and clicking Begin Download worked.

I feel it's a server or bandwidth issue at DR. So long as it's not a malware thing.

Adam,

I don't recall that PM, but I'm glad to hear the issue was resolved. It's not a bandwidth or malware issue, we're trying to determine if it's a server issue or not.

Everyone else,

If you experienced this error, could you please send me a screenshot to my e-mail address at erikr@matrixgames.com? Also, can you please let me know what exact internet browser and version you are using?

Regards,

- Erik

Good news, the internal server error issue is fixed. Here's the non-techie version:

"We had to get our Unix team involved and it appears they found the root cause. There was a platform code release today and one of the servers was locked when it should have been released. These customers were hitting that server. The server has been unlocked and we should now be good."

Regards,

- Erik