Matrix Games Forums

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.

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"

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.

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

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)

Johnnie,

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

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

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

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

Dear Erik:

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