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Invalid Serial number?? Help!

 
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Invalid Serial number?? Help! - 6/15/2006 1:24:30 AM   
Temple

 

Posts: 529
Joined: 7/31/2002
Status: offline 		This is the third Matrix game I've downloaded this month, so I do know what I'm doing, but I'm getting the dialog box "Invalid Serial Number". Help!!!

UPDATE: I typed it in, I also cut and pasted from the web page and a notepad file I made with the serial number. And I went to www.findmyorder.com and checked and it returned the same serial number to me. I even downloaded another copy of the file from Digital River and tried that and it *still* tells me the serial number is invalid.



< Message edited by Temple -- 6/15/2006 1:36:06 AM >
Post #: 1
RE: Invalid Serial number?? wtf? - 6/15/2006 1:33:06 AM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Temple,

Please e-mail me at erikr@matrixgames.com with your order receipt and serial number. We'll get this sorted out ASAP.

Regards,

- Erik

_____________________________

Erik Rutins
CEO, Matrix Games LLC



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

Freedom is not Free.

(in reply to Temple)
Post #: 2
RE: Invalid Serial number?? - 6/15/2006 1:36:39 AM   
Temple

 

Posts: 529
Joined: 7/31/2002
Status: offline 		Email has been sent. Thanks.

UPDATE: Sorry, receipt email attachment didn't take, it's coming on a second email.

< Message edited by Temple -- 6/15/2006 1:39:22 AM >

(in reply to Erik Rutins)
Post #: 3
RE: Invalid Serial number?? - 6/15/2006 1:48:21 AM   
SlapBone


Posts: 269
Joined: 7/27/2004
From: Houston, TX
Status: offline 		Same here Erik.

_____________________________


(in reply to Temple)
Post #: 4
RE: Invalid Serial number?? - 6/15/2006 1:49:53 AM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		We found a serious issue in the store. The good news is, we can sort it out and get it working. The bad news is that we need to take the release offline for a few hours and you will need to re-download after it comes back online. We deeply apologize for the inconvenience, we'll work as fast as we can to sort this out.

Regards,

- Erik

_____________________________

Erik Rutins
CEO, Matrix Games LLC



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

Freedom is not Free.

(in reply to Temple)
Post #: 5
RE: Invalid Serial number?? - 6/15/2006 2:07:52 AM   
carld52

 

Posts: 7
Joined: 7/3/2004
Status: offline 		Same here Erik. Now 1910 in Boston. Didn't know you were from Vermont

(in reply to Erik Rutins)
Post #: 6
RE: Invalid Serial number?? - 6/15/2006 2:12:12 AM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Unfortunately, everyone who purchased before we found this issue will be affected. We're deeply sorry, it happens once in a blue moon but there's no excuse. We're in the process of fixing it right now. Those affected should be able to re-download from www.findmyorder.com once it's fixed. The serial numbers you already have should work once we fix the issue and you re-download.

I'll post in the forum as soon as it's resolved.

Regards,

- Erik

_____________________________

Erik Rutins
CEO, Matrix Games LLC



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

Freedom is not Free.

(in reply to carld52)
Post #: 7
RE: Invalid Serial number?? - 6/15/2006 2:13:51 AM   
CapnDarwin


Posts: 8467
Joined: 2/12/2005
From: Newark, OH
Status: offline 		Okay, at least I'm not the only one with the problem.

Just as a side question. How do we re-download from DR?

Thanks.

_____________________________

OTS is looking forward to Southern Storm getting released!

Cap'n Darwin aka Jim Snyder
On Target Simulations LLC

(in reply to Erik Rutins)
Post #: 8
RE: Invalid Serial number?? - 6/15/2006 2:18:53 AM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Once it's fixed, a re-download should be possible via www.findmyorder.com.

We're working on it...

Regards,

- Erik

_____________________________

Erik Rutins
CEO, Matrix Games LLC



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

Freedom is not Free.

(in reply to CapnDarwin)
Post #: 9
RE: Invalid Serial number?? - 6/15/2006 4:07:54 AM   
Temple

 

Posts: 529
Joined: 7/31/2002
Status: offline 		I'm fine too, Erik. I'll just check back later on or tomorrow. 

(in reply to Erik Rutins)
Post #: 10
RE: Invalid Serial number?? - 6/15/2006 4:41:33 AM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		I'm pleased to report that we have managed to 100% resolve this issue tonight.

Harpoon 3 ANW is once again live and ready for purchase in the store. For those of you who were affected, the process to resolve it is simple.

1. Go to www.findmyorder.com
2. Enter your order number and the password you used
3. Re-download H3 ANW. You will get a new file that ends in "-final.zip"
4. Deleted your original download, use only the new one. Run the installer from the new download with the serial number you already received and you should be all set!

We apologize again for this issue and the delay it caused for this release.

Regards,

- Erik

_____________________________

Erik Rutins
CEO, Matrix Games LLC



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

Freedom is not Free.

(in reply to Temple)
Post #: 11
RE: Invalid Serial number?? - 6/15/2006 4:47:49 AM   
CapnDarwin


Posts: 8467
Joined: 2/12/2005
From: Newark, OH
Status: offline 		Erik,

Thanks for the fast turn around! You're working overtime on this stuff.

_____________________________

OTS is looking forward to Southern Storm getting released!

Cap'n Darwin aka Jim Snyder
On Target Simulations LLC

(in reply to Erik Rutins)
Post #: 12
RE: Invalid Serial number?? - 6/15/2006 5:24:49 AM   
Temple

 

Posts: 529
Joined: 7/31/2002
Status: offline 		I got the instructions by email. Downloaded the new version, installed and it works!!! 
Post #: 13
RE: Invalid Serial number?? Help! - 11/12/2006 6:34:35 AM   
Civilian

 

Posts: 1
Joined: 11/12/2006
Status: offline 		I purchased a download of War In The Pacific and it won't install because of an "Invalid Serial Number" being issued by Matrix. Quite frustrating, as there is no way to get in touch with a human...I'd take an alien that knows what they are doing about now.

(in reply to Temple)
Post #: 14
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