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PCO Won't Start

 
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PCO Won't Start - 5/13/2011 11:19:17 AM   
Beany

 

Posts: 52
Joined: 9/8/2010
Status: offline 		Hi Guys,

Finally downloaded the game after about 9 hours (original download via Firefox failed after 7 hours but suggested download manager worked). Installed game but when I click on play I get the message "Panzer Command: Ostfront has stopped working. Windows is checking on a solution".

I am running Vista Home Premium on a Quad Core Intel Q8300 with 4GB of RAM and 512Mb Nvidia GeForce 9500 GS video card. Not sure why the game won't start. I can start the map maker and a few of the other options on the game menu but can't start the game nor the configuration option.

Any assistance and advice would be greatly appreciated as I would love to get started on the game.
Post #: 1
RE: PCO Won't Start - 5/13/2011 2:27:53 PM   
Erik Rutins

 

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

Sorry to hear you are having problems getting the game to run. We have to start by gathering some information.

Could you please post a DxDiag file and the text of the most recent file that is in the /Log sub-folder of your installation folder?

Are you logged in with an administrator-level account?

Did you allow all the .NET and DirectX components to install and if so, did you choose to "restart later" and allow the rest of the installation to finish when prompted by the .NET installers?

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 Beany)
Post #: 2
RE: PCO Won't Start - 5/13/2011 10:14:56 PM   
Beany

 

Posts: 52
Joined: 9/8/2010
Status: offline 		Hi Erik,

I'll start from the last question. I did let both the .Net and DirectX components install before allowing the PC to restart. I actually have had the demo installed on the PC and had been playing it so was surprised when the full game did not start.

Pardon my ignorance but what is a DxDiag file and where do I access it (I assume it has something to do with DirectX)?

The only file in the Log folder is Placeholder and it has no data in it. It is a blank notepad file. I do have a log file in my Demo folder for the 11/5/11 but I doubt this has any relevant info.

Thanks for your help with this.

(in reply to Erik Rutins)
Post #: 3
RE: PCO Won't Start - 5/13/2011 10:21:15 PM   
Erik Rutins

 

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

Interesting. Let's pursue this a bit further. Does the demo still work fine? Did you install the game in its own separate location or in the same location where the demo is? Can you try uninstalling the demo to see if that makes any difference (it doesn't here, but here both work fine on our test systems).

Are you logged in with an administrator-level account? The main game has a serial number check and the demo does not. The serial number check requires administrator-level access to the game files and the registry. That may be causing the issue here. Do you have any anti-virus or security software running that may be preventing the game accessing the registry?

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 Beany)
Post #: 4
RE: PCO Won't Start - 5/13/2011 10:29:15 PM   
Beany

 

Posts: 52
Joined: 9/8/2010
Status: offline 		Hi Erik,

I'm logged in as administrator (I'm the only account on the PC). I have uninstalled the demo but the demo and the full game had installed to separate folders on the C: drive. The demo folder is still present with the log folder but nothing else. I did not try to play the demo before trying to play the full game. (sorry about that)

I'll turn off the anti-virus software (its Norton 360 ver 4) and see if that helps.

(in reply to Erik Rutins)
Post #: 5
RE: PCO Won't Start - 5/13/2011 10:31:51 PM   
Erik Rutins

 

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

ORIGINAL: Chorlto
I'll turn off the anti-virus software (its Norton 360 ver 4) and see if that helps.


Ah, Norton - that has been the source of many similar issues in the past, depending on the settings. I know there is a way to tell it to completely ignore Panzer Command. That's what you want to do, if disabling it doesn't solve the problem (in some cases, it doesn't fully disable itself when it says that it's disabled). It makes logical sense that the one difference between the demo and the main game, the serial number check, is where the problem is if the demo did work.

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 Beany)
Post #: 6
RE: PCO Won't Start - 5/13/2011 10:33:57 PM   
Beany

 

Posts: 52
Joined: 9/8/2010
Status: offline 		Have just turned off the anti-virus software and tried to play PCO. No go. I can get the screen with all the options to come up but once I press the Play option I get the PCO has stopped working message. Upsetting!!

(in reply to Beany)
Post #: 7
RE: PCO Won't Start - 5/13/2011 10:35:19 PM   
Beany

 

Posts: 52
Joined: 9/8/2010
Status: offline 		Hi Erik,

Messages passed each other in the Ether!! How can I get Norton to ignore PCO?

Thanks heaps for your help and advice.

(in reply to Beany)
Post #: 8
RE: PCO Won't Start - 5/13/2011 11:37:17 PM   
Beany

 

Posts: 52
Joined: 9/8/2010
Status: offline 		Hi Erik,

I have attempted to have Norton ignore PCO but the game still won't load. What is interesting is that the only other options that don't load are Configuration and Map Scene Editor as well as Play. All other options actually load. That is I can access the manuals and the map editor and the campaign editor but not the play option.

Thanks in advance for your advice.

(in reply to Beany)
Post #: 9
RE: PCO Won't Start - 5/14/2011 12:17:12 AM   
Erik Rutins

 

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

We don't have Norton 360 here, but here are some suggestions:

Double-click the 360 icon, go into settings, then choose "virus and spyware protection", file exclusions tab. You're better off doing the actual file name and not the extension because you could end up allowing a virus to slip through the protection. The actual file name is PCOstfront.exe which if you chose the default path is installed in C:\Matrix Games\Panzer Command Ostfront

If that doesn't exactly correspond to your version of Norton 360, look around and see if you can find something similar in the settings for your 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 Beany)
Post #: 10
RE: PCO Won't Start - 5/14/2011 11:51:42 PM   
Beany

 

Posts: 52
Joined: 9/8/2010
Status: offline 		Hi Erik,

I reinstalled PCO with Norton turned off and then attempted to have Norton ignore PCO as per your instructions (ver 4 is a bit different but I think I achieved the same result). Tried to start the game after reinstall and still no success. What is doubly frustrating is that I can run the game on my laptop which is running Win 7 Home Premium with Trend Microsystems Anti-virus. The processor is an Intel Core 2 Duo with an Nvidia 1Gb video card.

Any thoughts as to what I can do? I really would like to be able to play PCO on my desktop as the screen is larger than that on my laptop.

(in reply to Erik Rutins)
Post #: 11
RE: PCO Won't Start - 5/15/2011 12:10:25 AM   
Erik Rutins

 

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

Thanks for trying. We have had some experiences in the past with Norton and McAfee where those exceptions did not work. Can you look around and see if there are any other areas where you can add PCOstfront.exe as an exception to the various security scanners?

If that still doesn't work, may I ask if you are willing, just as a test, to temporarily uninstall Norton, uninstall and reinstall the game and see if it works? It would be good to confirm 100% that Norton is the issue and not something else we may have missed.

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 Beany)
Post #: 12
RE: PCO Won't Start - 5/15/2011 12:39:49 AM   
Beany

 

Posts: 52
Joined: 9/8/2010
Status: offline 		Hi Erik,

I've tried most options in Nortons (I think!). I will uninstall Nortons and see what happens. I will need to back up a few things first so it might not be for a day or two before I get back to you with the results. It will be interesting to see what happens.

Regards,

Mark

(in reply to Erik Rutins)
Post #: 13
RE: PCO Won't Start - 5/15/2011 2:07:49 AM   
Beany

 

Posts: 52
Joined: 9/8/2010
Status: offline 		Hi Erik,

I contacted Norton on-line support and they remote controlled my PC. They unistalled Norton and PCO would not start after it was uninstalled and the PC had restarted. Same problem reared its ugly head "Panzer Command: Ostfront has stopped working." Not sure what to do now. Bit upsetting as I have been waiting for this game with huge anticipation and frustrating not to be able to run it on my PC particularly when the demo had run and wetted my appetitie.

Regards,

Mark C.

(in reply to Beany)
Post #: 14
RE: PCO Won't Start - 5/15/2011 2:09:10 AM   
Erik Rutins

 

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

With Norton uninstalled, please try one more thing. Uninstall and Reinstall PCO, just to make sure Norton did not prevent it from configuring itself when it installed. If that still doesn't do the trick, we'll have to look further.

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 Beany)
Post #: 15
RE: PCO Won't Start - 5/15/2011 2:17:01 AM   
Beany

 

Posts: 52
Joined: 9/8/2010
Status: offline 		Hi Erik,

The tech person at Norton reinstalled Norton whilst they had control of the PC and given they have installed the newest version I'm not sure I could reinstall it after I uninstalled it. I realise that this won't allow us to determine if Norton was the problem but I don't want to have my PC unprotected.

Regards,

Mark C.


(in reply to Erik Rutins)
Post #: 16
RE: PCO Won't Start - 5/15/2011 2:17:43 AM   
Beany

 

Posts: 52
Joined: 9/8/2010
Status: offline 		By the way Erik, Don't you sleep?

(in reply to Beany)
Post #: 17
RE: PCO Won't Start - 5/15/2011 10:06:44 PM   
Beany

 

Posts: 52
Joined: 9/8/2010
Status: offline 		Hi Erik,

Any thoughts as to a cure? I am bitterly disappointed that the demo would work on my PC but the full program won't. To be honest I'm beginning to feel that I have been forgotten here after I have taken notice of your advice without any success.

Regards,

Mark C.

(in reply to Beany)
Post #: 18
RE: PCO Won't Start - 5/15/2011 10:23:32 PM   
junk2drive


Posts: 12907
Joined: 6/27/2002
From: Arizona West Coast
Status: offline 		Maybe it's dinner time.

I think what the tech person should have done is uninstalled the game and Norton, then installed the game and .Net and DX then see if the game works. Then reinstall Norton.

_____________________________

Conflict of Heroes "Most games are like checkers or chess and some have dice and cards involved too. This game plays like checkers but you think like chess and the dice and cards can change everything in real time."

(in reply to Beany)
Post #: 19
RE: PCO Won't Start - 5/15/2011 10:31:41 PM   
Mad Russian


Posts: 13256
Joined: 3/16/2008
From: Texas
Status: offline
quote:

ORIGINAL: Chorlto

Hi Erik,

Any thoughts as to a cure? I am bitterly disappointed that the demo would work on my PC but the full program won't. To be honest I'm beginning to feel that I have been forgotten here after I have taken notice of your advice without any success.

Regards,

Mark C.



Well, it is Sunday. Sometimes people have things to do on a Sunday.

You're not forgotten.

Good Hunting.

MR


_____________________________

The most expensive thing in the world is free time.

Founder of HSG scenario design group for Combat Mission.
Panzer Command Ostfront Development Team.
Flashpoint Campaigns: Red Storm Development Team.

(in reply to Beany)
Post #: 20
RE: PCO Won't Start - 5/15/2011 10:33:47 PM   
Beany

 

Posts: 52
Joined: 9/8/2010
Status: offline 		J2D,

I'm not sure that the Norton tech guy should have to uninstall PCO and the reinstalled it. Not really his area is it? I admit I am getting frustrated and I apologise for that. All I want is to be able to run the game on my desktop. Is that too much to ask?

Regards,

Mark C.

ps Sorry if I have disturbed people during their dinner time. (I am not being sarcastic here).

(in reply to junk2drive)
Post #: 21
RE: PCO Won't Start - 5/15/2011 10:36:48 PM   
Beany

 

Posts: 52
Joined: 9/8/2010
Status: offline 		MR,

I forgot about the time difference (Dóh). For me its Monday morning, getting my daughter ready for school and the usual daily chores. I'm a stay at home dad now that I have been forced into medical retirement due to chronic pain and 4 major spinal surgeries.

Regards,

Mark C.

(in reply to Beany)
Post #: 22
RE: PCO Won't Start - 5/15/2011 10:54:37 PM   
junk2drive


Posts: 12907
Joined: 6/27/2002
From: Arizona West Coast
Status: offline 		Ah, my wife has chronic pain.

I understand your frustration. As you pointed out earlier, does Erik ever sleep?

If you feel comfortable doing it yourself, I would suggest uninstalling Norton and the game and reinstalling the game.

_____________________________

Conflict of Heroes "Most games are like checkers or chess and some have dice and cards involved too. This game plays like checkers but you think like chess and the dice and cards can change everything in real time."

(in reply to Beany)
Post #: 23
RE: PCO Won't Start - 5/15/2011 10:58:33 PM   
Beany

 

Posts: 52
Joined: 9/8/2010
Status: offline 		J2D,

I'm concerned about not being able to reinstall Nortons after I have uninstalled it. I only have the disk for ver 2 and it has maxed out its 3 installs. I suppose I could contact Nortons and see what I can do. If I can access the new version then I'll uninstall Nortons, then PCO, then reinstall PCO and see what happens. It could be a long slow day.

Regards,

Mark C.


(in reply to junk2drive)
Post #: 24
RE: PCO Won't Start - 5/15/2011 11:05:51 PM   
junk2drive


Posts: 12907
Joined: 6/27/2002
From: Arizona West Coast
Status: offline 		The only other thing I can think of that would cause the demo to work and not the full game is that you got a bad or incomplete download.

_____________________________

Conflict of Heroes "Most games are like checkers or chess and some have dice and cards involved too. This game plays like checkers but you think like chess and the dice and cards can change everything in real time."

(in reply to Beany)
Post #: 25
RE: PCO Won't Start - 5/15/2011 11:29:16 PM   
Erik Rutins

 

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

quote:

ORIGINAL: Chorlto
I'm not sure that the Norton tech guy should have to uninstall PCO and the reinstalled it. Not really his area is it? I admit I am getting frustrated and I apologise for that. All I want is to be able to run the game on my desktop. Is that too much to ask?


I'm not ignoring you, I just missed the thread today (it is Sunday here and while I have been working and responding to other threads, I am human).

I'm sorry that there's no way to test the reinstallation of the game without Norton. I was hoping in my first suggestion that if you could uninstall Norton, you'd reinstall the game as well while it was uninstalled. That was the real test we were trying to do.

I completely understand not wanting to be without anti-virus and security protection. However, it should allow legitimate programs to work. Is there any chance you could install a different anti-virus/security package, like the free AVAST or AVG and then temporarily uninstall Norton again to do the uninstall/reinstall test of the game?

Barring that, I will need the help of the developer to investigate further and that means waiting until tomorrow.

Apologies for the additional delay. We'll get it working.

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 Beany)
Post #: 26
RE: PCO Won't Start - 5/15/2011 11:30:41 PM   
Erik Rutins

 

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

ORIGINAL: Chorlto
I'm concerned about not being able to reinstall Nortons after I have uninstalled it. I only have the disk for ver 2 and it has maxed out its 3 installs. I suppose I could contact Nortons and see what I can do. If I can access the new version then I'll uninstall Nortons, then PCO, then reinstall PCO and see what happens. It could be a long slow day.


Argh, limited reinstallations and an older installer. I completely understand why you are reluctant to uninstall and reinstall, I would be too. Until we rule Norton out though, the rest of the signs point to a 90%+ chance that it is at fault. I hate to chase down the 10% possibilities without ruling out the 90% first.

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 Beany)
Post #: 27
RE: PCO Won't Start - 5/16/2011 1:29:50 AM   
Beany

 

Posts: 52
Joined: 9/8/2010
Status: offline 		Hi Erik, J2D and MR,

Have just finished uninstalling Norton 360 Ver 5, unistalling PCO and then reinstalling PCO. Sadly when trying to play the game the dreaded (Panzer Command: Ostfront has stopped working" message appeared again. At least on my PC it appears that Norton is not the culprit in not letting the program start. Damn!!

Regards,

Mark C.

(in reply to Erik Rutins)
Post #: 28
RE: PCO Won't Start - 5/16/2011 1:42:58 AM   
junk2drive


Posts: 12907
Joined: 6/27/2002
From: Arizona West Coast
Status: offline 		Since it was morning where you are when it was dinner time here, are you using a non US keyboard and did you try

A Change your regional settings to USA English to test the game

or

B Try the hotfix stickied above

_____________________________

Conflict of Heroes "Most games are like checkers or chess and some have dice and cards involved too. This game plays like checkers but you think like chess and the dice and cards can change everything in real time."

(in reply to Beany)
Post #: 29
RE: PCO Won't Start - 5/16/2011 2:12:11 AM   
Beany

 

Posts: 52
Joined: 9/8/2010
Status: offline 		Hi J2D,

Tried both but neither seemed to work. Might try rebooting the system and see what happens. Have to go out now so probably won't be back online till tonight my time.

Regards,

Mark C.

(in reply to junk2drive)
Post #: 30
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