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RE: Download issue - 12/5/2008 5:19:18 AM   
animaluk

 

Posts: 100
Joined: 7/2/2004
Status: offline 		Fair enough Erik thanks for your hard work. i will download again tonight after work

(in reply to Erik Rutins)
Post #: 31
RE: Download issue - 12/5/2008 5:43:50 AM   
Jorm


Posts: 545
Joined: 6/25/2002
From: Melbourne
Status: offline 		So, ive just got home and purchased this game, the D/L speed has dropped to a rate that means it will take about 9 hours on my cable modem. I read all this in the forums

1. if the game d/l is porked whyis it still available for download ?
2. Is it worth waiting 9 hours to see if the copy i will eventually get is corrupt ?

im downloading from the 'australia' ??? link

(in reply to spindoc)
Post #: 32
RE: Download issue - 12/5/2008 6:10:17 AM   
milkweg


Posts: 546
Joined: 7/23/2007
Status: offline 		OK, I'm busy doing other things now so am over the initial disappointment. Will get it tomorrow sometime.

(in reply to Erik Rutins)
Post #: 33
RE: Download issue - 12/5/2008 6:12:44 AM   
milkweg


Posts: 546
Joined: 7/23/2007
Status: offline
@Jorm, don't waste your time downloading it now as it won't work. Wait until Erik says the good file is on the server.

(in reply to milkweg)
Post #: 34
RE: Download issue - 12/5/2008 6:15:28 AM   
Jorm


Posts: 545
Joined: 6/25/2002
From: Melbourne
Status: offline 		groovy

thanks for the info

shame though, i have a beer fridge full of cascade premium and was set for a night of gaming while Mrs Jorm was out


still mildly annoyed at a 9 hour d/l for aussies on cable modem !!!

bugger



< Message edited by Jorm -- 12/5/2008 6:20:51 AM >

(in reply to milkweg)
Post #: 35
RE: Download issue - 12/5/2008 10:58:21 AM   
Fabius_slith


Posts: 6
Joined: 7/7/2006
From: Rome, Italy
Status: offline 		Downloaded at 00:30 - 04:30 05/12/2008 (Rome italy Time) eu-store and I have the same problem

Very VERY Bad fact !!!!! This is the fourth product that I had buied from you (and the others are all good situations......)

_____________________________

Nihil difficile volenti

(in reply to Erik Rutins)
Post #: 36
RE: Download issue - 12/5/2008 11:10:47 AM   
VassagoPT

 

Posts: 64
Joined: 12/2/2008
Status: offline 		Thanks Erik for the effort solving this, it was indeed unfortunate but as long as support is always this prompt I guess we can all understand, wait and forget about it ;)

I'll look forward to a message on the forum to let us know when a proper file is available at all Matrix stores.

(in reply to Fabius_slith)
Post #: 37
RE: Download issue - 12/5/2008 12:13:32 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Ok, I've just been informed that the new download file, using the "confirmed good" one we uploaded, is now in the online store to replace the original file. This one worked for store support, so it looks like it made it through the download process just fine. I'm doing a test download myself now from the store, but wanted to let you know that the problem _should_ be solved.

Please give it a try. Just go to www.findmyorder.com and re-download. The new download is a zip of four files rather than a zip of a single one, so if you unzip and find four installer files there you've got the right version.

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 VassagoPT)
Post #: 38
RE: Download issue - 12/5/2008 12:16:38 PM   
Erik Rutins

 

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

ORIGINAL: Jorm
So, ive just got home and purchased this game, the D/L speed has dropped to a rate that means it will take about 9 hours on my cable modem. I read all this in the forums


Just FYI, our store servers have a lot of extra bandwidth and server power. If you're getting a very slow download speed, it has to be something on the internet between us that's slowing things down. Downloading a 2GB+ file from any place can take a while, but if the connection isn't perfect it can be a real challenge. Using a download manager such as www.stardownloader.com (set to single stream only) might help.


_____________________________

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 Jorm)
Post #: 39
RE: Download issue - 12/5/2008 12:17:53 PM   
Hard Sarge


Posts: 22741
Joined: 10/1/2000
From: garfield hts ohio usa
Status: offline 		giving it a try now

_____________________________


(in reply to Erik Rutins)
Post #: 40
RE: Download issue - 12/5/2008 12:18:37 PM   
Erik Rutins

 

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

ORIGINAL: Fabius421
Very VERY Bad fact !!!!! This is the fourth product that I had buied from you (and the others are all good situations......)


I'm glad the others were good experiences, I'm sorry about this one. Frankly we still don't know how a corrupt file got up there given the checks it went through. I think the only real explanation is that one of the checks that should have been done wasn't done and we'll make doubly sure all checks are done in the future.

This is the first time we've had an issue like this where a digital download was corrupt at release. It would have been resolved much faster if it hadn't already been after business hours and the file itself hadn't been so large, which made everything take much longer to fix.


_____________________________

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 Fabius_slith)
Post #: 41
RE: Download issue - 12/5/2008 2:37:01 PM   
Hard Sarge


Posts: 22741
Joined: 10/1/2000
From: garfield hts ohio usa
Status: offline 		just so you know, mine downloaded and is installing now

_____________________________


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Post #: 42
RE: Download issue - 12/5/2008 2:53:12 PM   
VassagoPT

 

Posts: 64
Joined: 12/2/2008
Status: offline
quote:

ORIGINAL: Hard Sarge

just so you know, mine downloaded and is installing now


Did you manage to complete the installation or only uncompressed the zip file?
Do you have the 2gb single exe or the new intallation file splited in 4 parts?

(in reply to Hard Sarge)
Post #: 43
RE: Download issue - 12/5/2008 3:09:22 PM   
Hard Sarge


Posts: 22741
Joined: 10/1/2000
From: garfield hts ohio usa
Status: offline 		installed and running, it has 4 parts and a master installer




_____________________________


(in reply to VassagoPT)
Post #: 44
RE: Download issue - 12/5/2008 3:09:51 PM   
Hard Sarge


Posts: 22741
Joined: 10/1/2000
From: garfield hts ohio usa
Status: offline 		and again a just in case, game is installed and running, it good to go



_____________________________


(in reply to Hard Sarge)
Post #: 45
RE: Download issue - 12/5/2008 3:12:32 PM   
vorkosigan


Posts: 28
Joined: 4/27/2004
From: Barcelona, Spain
Status: offline 		I've just finished downloading it from the EU store, and I am finding inside the ZIP a 2.4GB exe file with date of 20th Nov 2008.

Which doesn't quite look like what you got, Sarge

(in reply to Hard Sarge)
Post #: 46
RE: Download issue - 12/5/2008 3:18:33 PM   
SlickWilhelm


Posts: 1854
Joined: 7/22/2007
From: Rochester, MN
Status: offline 		When I left for work, my new download from this morning was installing normally. I had the four files plus the readme.txt inside the new zip file....US store. When I get home, I expect it'll be installed and ready to go. 

_____________________________

Beta Tester - Brother Against Brother
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(in reply to vorkosigan)
Post #: 47
RE: Download issue - 12/5/2008 3:20:04 PM   
Erik Rutins

 

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

ORIGINAL: vorkosigan
I've just finished downloading it from the EU store, and I am finding inside the ZIP a 2.4GB exe file with date of 20th Nov 2008.
Which doesn't quite look like what you got, Sarge


When did you start your download? I'm checking on this now, as far as I know all sub-stores were updated with the new installer.

_____________________________

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 vorkosigan)
Post #: 48
RE: Download issue - 12/5/2008 3:21:05 PM   
vorkosigan


Posts: 28
Joined: 4/27/2004
From: Barcelona, Spain
Status: offline 		Hi Erik,

got the Matrix confirmation email at 15:37 (GMT+1) - I think I started downloading 10 minutes before or so.

(in reply to Erik Rutins)
Post #: 49
RE: Download issue - 12/5/2008 3:21:57 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Please help the time-challenged, how many hours ago was that? If you started your download after 7AM our time (about 3.25 hours ago) it should have been the new version.

_____________________________

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 vorkosigan)
Post #: 50
RE: Download issue - 12/5/2008 3:29:04 PM   
Hard Sarge


Posts: 22741
Joined: 10/1/2000
From: garfield hts ohio usa
Status: offline 		this is what the new download looked like, I had the single one yesterday




Attachment (1)

_____________________________


(in reply to Erik Rutins)
Post #: 51
RE: Download issue - 12/5/2008 3:33:38 PM   
vorkosigan


Posts: 28
Joined: 4/27/2004
From: Barcelona, Spain
Status: offline 		Not sure about you time zone, sorry Erik but I am quite positive I started the download about 1hr and a half before writing this message.

(in reply to Hard Sarge)
Post #: 52
RE: Download issue - 12/5/2008 3:43:24 PM   
Hard Sarge


Posts: 22741
Joined: 10/1/2000
From: garfield hts ohio usa
Status: offline 		the first one is a 12/5 date, the other 3 are 11/25

so I don't know if it is the same if yours is saying 11/20




_____________________________


(in reply to vorkosigan)
Post #: 53
RE: Download issue - 12/5/2008 3:48:33 PM   
Erik Rutins

 

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

ORIGINAL: vorkosigan
Not sure about you time zone, sorry Erik but I am quite positive I started the download about 1hr and a half before writing this message.


Ok, I'm having them re-check all versions on the EU site.

_____________________________

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 vorkosigan)
Post #: 54
RE: Download issue - 12/5/2008 4:53:17 PM   
Huygens

 

Posts: 1
Joined: 12/5/2008
Status: offline 		Hi,

Just letting you know that I'd downloaded the problematic single zip earlier today (bought from the EU store) and had the same issues reported by many. A few minutes after Erik's message that the corrected file had been uploaded I re-downloaded the zip file: four files now plus a readme.txt, as per Sarge's pic; the game installed and launched without problem.

Huygens

(in reply to Erik Rutins)
Post #: 55
RE: Download issue - 12/5/2008 6:36:33 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Thanks Huygens. We were not able to duplicate the problem Vorkosigan reported, but we reset the EU files again just in case.

_____________________________

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 Huygens)
Post #: 56
RE: Download issue - 12/5/2008 6:49:23 PM   
vorkosigan


Posts: 28
Joined: 4/27/2004
From: Barcelona, Spain
Status: offline 		Re-downloading now.

In any case, I would like to thank the Matrixgames staff for the support they have provided. Not many digital distribution companies out there take so seriously supporting their customers.

Thanks!

(in reply to Erik Rutins)
Post #: 57
RE: Download issue - 12/5/2008 6:59:41 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Thanks Vorkosigan. We're still somewhat in shock from last night, but I'm glad we got through it.

_____________________________

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 vorkosigan)
Post #: 58
RE: Download issue - 12/5/2008 9:18:44 PM   
Joram

 

Posts: 3198
Joined: 7/15/2005
Status: offline
quote:

The webpage at ..<snip>.. HiredGuns-SetupRelease-107000DR.zip might be temporarily down or it may have moved permanently to a new web address.


Err, download seems down! Argh.

(in reply to Erik Rutins)
Post #: 59
RE: Download issue - 12/5/2008 10:00:38 PM   
Joram

 

Posts: 3198
Joined: 7/15/2005
Status: offline 		Still down ... any news?

(in reply to Joram)
Post #: 60
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