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Download Issues FAQ - 12/8/2010 8:59:31 PM   
Erik Rutins

 

Posts: 32552
Joined: 3/28/2000
From: Vermont, USA
Status: online
Hi everyone,

Our investigation into those orders that experienced download issues has made some progress. First, we believe the issues are limited to a bug with Internet Explorer 8 and how it interacts with the "cloud" that we have the files downloading from. This does not affect all orders with IE, just a small minority and it is not consistent. In those cases, the problem is usually solved by canceling and restarting the download.

In the cases where that does not work, please try an alternate browser with the same link, such as Firefox or Google Chrome.

http://www.mozilla.org
http://www.google.com/chrome

You can easily install those for the download as a temporary work-around, then uninstall them after the download.

Some customers have had luck using this download manager:

http://www.internetdownloadmanager.com/

Also, some download speed and link issues have been resolved by having the customer reboot their internet modem/router.

If that doesn't work, we can also provide an alternate link that does not go to the "cloud". This alternate link is now included in all order e-mails as a test. For those that already placed orders, you can e-mail us at storesupport@matrixgames.com to request this link.

The issue itself is being worked on and we hope that within a day or two these work-arounds will be unnecessary.

Regards,

- Erik

< Message edited by Erik Rutins -- 12/13/2010 12:14:44 AM >


_____________________________

Erik Rutins
Director of Product Development


For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.
Post #: 1
RE: Download Issues FAQ - 12/13/2010 12:15:21 AM   
Erik Rutins

 

Posts: 32552
Joined: 3/28/2000
From: Vermont, USA
Status: online
Updated with a few more tips.

_____________________________

Erik Rutins
Director of Product Development


For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

(in reply to Erik Rutins)
Post #: 2
RE: Download Issues FAQ - 12/28/2010 8:03:17 AM   
1jasonoz

 

Posts: 18
Joined: 12/28/2010
Status: offline
Purchased the game through slitherine, paid for it, transaction details sent from Plism (slitherine order processing website) with URL download link for the game I'd just purchased. Clicked on link, was unable to actually download game until login details supplied via Plism. Not possible to login via Plism link. Am now unable to receive the game which I've paid for as there have been too many attempts to access the download link. I'm now locked out from downloading the game at all. Matrix games FIX THIS NOW as I've paid for a game which I can't access.

(in reply to Erik Rutins)
Post #: 3
RE: Download Issues FAQ - 12/28/2010 4:01:34 PM   
Marlow45

 

Posts: 1
Joined: 12/28/2010
Status: offline
Problem resolved after receiving a new download link from service.

< Message edited by Marlow45 -- 1/3/2011 5:11:34 PM >

(in reply to 1jasonoz)
Post #: 4
RE: Download Issues FAQ - 1/30/2011 5:19:04 PM   
JA Wijnacker

 

Posts: 3
Joined: 1/30/2011
Status: offline
Hello everyone,

I cannot reach the downloadlink to download the primairy game file. Can you send me a link. Storesupport@matrixgames.com gives me a automated return email that does not help me to solve the issue. Please help me out .

Greetings,

Johan

(in reply to Erik Rutins)
Post #: 5
RE: Download Issues FAQ - 1/31/2011 7:18:41 PM   
JA Wijnacker

 

Posts: 3
Joined: 1/30/2011
Status: offline
Hey again,

I found the link. My email was so nice too put the mail in the junk box. how can somthing this nice be junk??

Bye bye

Johan

(in reply to JA Wijnacker)
Post #: 6
RE: Download Issues FAQ - 2/19/2011 2:26:06 AM   
findmeifyoucan

 

Posts: 578
Joined: 10/14/2009
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How do download the public beta patch put out in Feb. Member page says I need to register but I registered the game already but under a different email address as originally joined with Matrix?

(in reply to JA Wijnacker)
Post #: 7
RE: Download Issues FAQ - 2/19/2011 3:24:58 AM   
cookie monster


Posts: 1695
Joined: 5/22/2005
From: Birmingham,England
Status: offline

quote:

ORIGINAL: findmeifyoucan

How do download the public beta patch put out in Feb. Member page says I need to register but I registered the game already but under a different email address as originally joined with Matrix?

Its probably quicker to contact the help desk.

(in reply to findmeifyoucan)
Post #: 8
RE: Download Issues FAQ - 2/19/2011 4:22:33 AM   
findmeifyoucan

 

Posts: 578
Joined: 10/14/2009
Status: offline
Okay, did so and changed my member email address to the current one I use and password. Hopefully, eventually it will show up on the member page that I actually own this game. lol

Beta patch is no biggy anyhow. I still haven't got through all of the manual yet. I don't start a game till I have read the manual at least once from cover to cover. :-)

(in reply to cookie monster)
Post #: 9
RE: Download Issues FAQ - 2/19/2011 4:30:13 AM   
cookie monster


Posts: 1695
Joined: 5/22/2005
From: Birmingham,England
Status: offline
Take a look at the getting started section on the wite wiki,links in my signature

its quicker to just dive into the tutorial scenario and road to minsk as the germans, and click away

trial and error

i have the ebook open as i play, at least now i know what everyones talking about

(in reply to findmeifyoucan)
Post #: 10
RE: Download Issues FAQ - 12/19/2011 2:38:21 PM   
Blutch


Posts: 49
Joined: 9/12/2009
Status: offline
What a pity, I download only at 25kb/s !

Is there an alternative link to download the game than from plimus server ?

Thanks.


(in reply to cookie monster)
Post #: 11
RE: Download Issues FAQ - 1/6/2012 11:39:03 PM   
JiminyJickers


Posts: 160
Joined: 10/4/2011
From: New Zealand
Status: offline
The only problems I have experienced is that the downloads are extremely slow.

They have so far not failed but it took me about 4 hours to download War in the East where it should have taken about 30 mins normally to download a file that size.

(in reply to Blutch)
Post #: 12
RE: Download Issues FAQ - 3/30/2012 4:21:56 PM   
Tauroggen

 

Posts: 41
Joined: 3/24/2012
Status: offline
I read in a customer review that a player with a German version of the game can not use the English patches of the game. He wrote that he has to wait until a German patch will be published.
http://www.amazon.de/Gary-Grigsbys-War-East-German-Soviet/dp/B004S93TW0/ref=sr_1_fkmr0_3?ie=UTF8&qid=1333120689&sr=8-3-fkmr0

Is that true?
I don't see any German patches around here...

And if it's true: how can I be sure to get the US-version of the game?
The download here
http://www.matrixgames.com/store/372/Gary.Grigsby%27s.War.in.the.East:.The.German-Soviet.War.1941-1945
is priced in EURO, at least for me, sitting on European soil.

(in reply to Erik Rutins)
Post #: 13
RE: Download Issues FAQ - 3/30/2012 5:34:53 PM   
Denniss

 

Posts: 1931
Joined: 1/10/2002
From: Germany, Hannover (region)
Status: offline
The current patches are for both english and german versions.

_____________________________

WitE Beta-tester - aircraft data modifications

(in reply to Tauroggen)
Post #: 14
RE: Download Issues FAQ - 3/27/2013 11:35:13 PM   
garymiboy

 

Posts: 52
Joined: 6/29/2006
From: West Yorkshire
Status: offline
Something needs doing about the plimus download links..last 3 games ive bought from matrix ive had problems with dead links.or files that wont save to my pc.ive got a ticket in..its only the plimus links i ever have any bother with..when they send me a reset link its just the same one as before so getting the same problem,hopefully this will be sorted very quickly i was hoping to be playing don to the danube tonight.but no reply to my ticket yet :(

(in reply to Denniss)
Post #: 15
RE: Download Issues FAQ - 3/28/2013 4:10:54 PM   
Erik Rutins

 

Posts: 32552
Joined: 3/28/2000
From: Vermont, USA
Status: online
Hi Gary,

What kind of problem are you having with the links? If you have a ticket into our Help Desk (not with Plimus) we also have other ways of providing you a download link if you can't get the one from the store working. There's no general download link issue that we've found though. Many, many customers download successfully every day and we use the same back-end technology used by much larger companies to provide downloads globally.

Regards,

- Erik


_____________________________

Erik Rutins
Director of Product Development


For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

(in reply to garymiboy)
Post #: 16
RE: Download Issues FAQ - 3/28/2013 4:36:21 PM   
garymiboy

 

Posts: 52
Joined: 6/29/2006
From: West Yorkshire
Status: offline
Hi,Erik.

Thanks for the reply. problem is either the link goes to a blank page or, when it goes for downloading it wont download to my pc.ive had this problem with last 2 or 3 games ive go from you guysbut .you guys have usually sorted it for me.
Christian has contacted me through the ticket and said he had sent me an email with an alternative link.but i havent received any emails from you guys.so,ive updated the ticket.

thanks again

Gary

< Message edited by garymiboy -- 3/28/2013 4:37:35 PM >

(in reply to Erik Rutins)
Post #: 17
RE: Download Issues FAQ - 3/28/2013 5:34:49 PM   
garymiboy

 

Posts: 52
Joined: 6/29/2006
From: West Yorkshire
Status: offline
Sorted. Christian sent me a link..thanks again

(in reply to garymiboy)
Post #: 18
Download Issues FAQ - 5/2/2013 4:03:14 PM   
STEF78

 

Posts: 542
Joined: 2/19/2012
From: Versailles, France
Status: offline
Hello

I'm trying to register my game on the member's club in order to load the last patch.

The server answer that the key is already in use...

What should I do?

Thanks
Stéphane

(in reply to garymiboy)
Post #: 19
RE: Download Issues FAQ - 5/3/2013 8:27:47 AM   
Denniss

 

Posts: 1931
Joined: 1/10/2002
From: Germany, Hannover (region)
Status: offline
Bought a used game?
Typo in your serial upon entering?
Registered with an older, forgotten, account?

(in reply to STEF78)
Post #: 20
RE: Download Issues FAQ - 5/3/2013 8:49:21 AM   
STEF78

 

Posts: 542
Joined: 2/19/2012
From: Versailles, France
Status: offline

quote:

ORIGINAL: Denniss

Bought a used game?
Typo in your serial upon entering?
Registered with an older, forgotten, account?

Registered with an older, forgotten, account.

I created an account in 2006.....

Thanks

(in reply to Denniss)
Post #: 21
RE: Download Issues FAQ - 5/3/2013 11:22:36 AM   
Denniss

 

Posts: 1931
Joined: 1/10/2002
From: Germany, Hannover (region)
Status: offline
I assume you have to contact support to get your old account back to life or your registered serials removed from the old account. You could also try to PM Matrix Staff members like Erik Rutins, he may be able to help you as well.

(in reply to STEF78)
Post #: 22
RE: Download Issues FAQ - 5/15/2013 2:02:25 AM   
OddBall2

 

Posts: 28
Joined: 4/1/2013
From: Myrtle Beach S.C.
Status: offline
Joel suggested I ask here
Can the game be downloaded to a Samsung Andriod tablet? Thus making it portable.

(in reply to Denniss)
Post #: 23
RE: Download Issues FAQ - 11/25/2013 3:10:46 PM   
dknemeyer

 

Posts: 1
Joined: 12/25/2011
Status: offline
Bought the game two years ago. More recently my computer blew up (no actual explosion!) and now when I try to download it from the original link it is telling me that:

"This product is no longer available for download, this may be due to the maximum number of allowed attempts exceeded or the allotted time.
Please contact the manufacturer of the product for support. "

So, I'm contacting you to help me get my game!

(in reply to Erik Rutins)
Post #: 24
RE: Download Issues FAQ - 11/25/2013 4:07:26 PM   
Joel Billings


Posts: 20474
Joined: 9/20/2000
From: Santa Rosa, CA
Status: online
I suggest you go to support and create a helpdesk ticket as I'm not sure how often someone from Matrix views the forum for issues like yours. Good luck.

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All understanding comes after the fact.
-- Soren Kierkegaard

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Post #: 25
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