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Serial Number not working for download!

 
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Serial Number not working for download! - 1/24/2005 10:08:00 PM   
Percopius

 

Posts: 33
Joined: 9/18/2003
Status: offline 		Bought the game, started install, and the serial number is invaid. I cut and pasted the number AND typed it in by hand. The game will not unlock! Help!

Perc,
Post #: 1
RE: Serial Number not working for download! - 1/24/2005 10:11:58 PM   
TheHellPatrol


Posts: 1588
Joined: 7/3/2004
Status: offline 		Same here..."Invalid serial number" ????

_____________________________

A man is rich in proportion to the number of things he can afford to let alone.
Henry David Thoreau

(in reply to Percopius)
Post #: 2
RE: Serial Number not working for download! - 1/24/2005 10:12:49 PM   
wodin


Posts: 10762
Joined: 4/20/2003
From: England
Status: offline 		whoops!

(in reply to TheHellPatrol)
Post #: 3
RE: Serial Number not working for download! - 1/24/2005 10:13:49 PM   
Percopius

 

Posts: 33
Joined: 9/18/2003
Status: offline 		Oh Crap! You too? I hope they see this and fix it soon, I was planing on playing for lunch. Hey Matrix guys, FIX THIS!

Perc.

(in reply to Percopius)
Post #: 4
RE: Serial Number not working for download! - 1/24/2005 10:21:38 PM   
McC

 

Posts: 4
Joined: 1/24/2005
Status: offline 		Same problem I am confronting. I hope this will be fixed before this evening.

(in reply to Percopius)
Post #: 5
RE: Serial Number not working for download! - 1/24/2005 10:57:58 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Guys, we're investigating right now. We'll have this sorted out shortly, whatever the cause.

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 McC)
Post #: 6
RE: Serial Number not working for download! - 1/24/2005 10:59:57 PM   
Kelm

 

Posts: 54
Joined: 9/28/2004
Status: offline 		Hello,

Strange...i have just finished less than an hour the install of the game, and the serial number that i had with it, is working well.

(in reply to McC)
Post #: 7
RE: Serial Number not working for download! - 1/24/2005 11:04:49 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		If you received an invalid serial number, please e-mail me the receipt with your order number and the serial you received. Thank you, I apologize for the inconvenience, we're trying to track down the problem here.

E-mail me at: erikr@matrixgames.com

Regards,

- Erik

< Message edited by Erik Rutins -- 1/24/2005 4:05:59 PM >

_____________________________

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 Kelm)
Post #: 8
RE: Serial Number not working for download! - 1/24/2005 11:05:43 PM   
HercMighty


Posts: 407
Joined: 10/31/2003
From: Minnesota, USA
Status: offline 		I was looking to buy tonite after work.

Can you please post when it is safe to do so?

Thanks

(in reply to Erik Rutins)
Post #: 9
RE: Serial Number not working for download! - 1/24/2005 11:06:08 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Will do.

_____________________________

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 HercMighty)
Post #: 10
RE: Serial Number not working for download! - 1/24/2005 11:14:54 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Again, if you're having a problem with your serial number, please e-mail me the order receipt (including serial) that you received to erikr@matrixgames.com. It will speed up the investigation and resolution if I can trace a few orders that are definitely affected. Thank you, I have no idea what caused this at present but we're doing our best to resolve 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 Erik Rutins)
Post #: 11
RE: Serial Number not working for download! - 1/24/2005 11:30:57 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		It appears right now that somehow, the list that ended up in the store contained serial numbers that were not provided to the store for this game. Right now, we're investigating how the heck that happened. There were also valid serials in there as well, so some folks will have received working numbers. I've taken the titles off sale for the moment while we resolve this. Everyone who ordered to date will be reassigned a valid serial number. Stay tuned...

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 Erik Rutins)
Post #: 12
RE: Serial Number not working for download! - 1/24/2005 11:41:12 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Ok, the fix is almost done. Everyone who ordered today should get a new e-mail receipt with a definitely working serial number within an hour or two per current estimate. I'm in touch with DR on this constantly and I will post here whenever I have an update. After this is resolved, we'll continue to investigate the cause to make sure it doesn't occur again.

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 Erik Rutins)
Post #: 13
RE: Serial Number not working for download! - 1/24/2005 11:49:10 PM   
Real and Simulated Wars

 

Posts: 768
Joined: 8/6/2003
Status: offline 		Hi Erik!
I downloaded the game at work (no internet at home right now), and obviously looking forward to play the game.
Sorry to appear pushy, but I fear that I will go home and find out a serial number problem which will be unsolvable from home.
The e-mail you are sending is to everybody who bought the game today?
Cheers,

(in reply to Erik Rutins)
Post #: 14
RE: Serial Number not working for download! - 1/24/2005 11:54:59 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Yes, if you bought it before we fixed the problem, you will get a second e-mail with a second (guaranteed working) serial number. You shouldn't have anything to worry about, as long as you can access the e-mail account you used from home.

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 Real and Simulated Wars)
Post #: 15
RE: Serial Number not working for download! - 1/24/2005 11:56:58 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		On another note, some customers have in the past had trouble receiving some e-mails due to spam filters or other issues. If you have an invalid serial number and don't receive a second e-mail with a working serial, please e-mail us at support@matrixgames.com and we'll follow up with you and resolve each one case by case. With any luck, that won't be necessary once the system re-generates e-mails for everyone, but just in case...

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 Erik Rutins)
Post #: 16
RE: Serial Number not working for download! - 1/25/2005 12:05:55 AM   
sabre100

 

Posts: 393
Joined: 5/23/2004
Status: offline 		Erik -

I bough the game earlier today and have not received a second email with a new serial number? Perhaps my orginial serial works not sure as I am still downloading the game as we speak should be done shortly.

Also Can I install and run the game on my laptop as well as my desktop at home? Only one copy will be running at one time. I would like to play the game on my laptop also when I travel. Once home I can play it on my desktop.

Thanks

(in reply to Erik Rutins)
Post #: 17
RE: Serial Number not working for download! - 1/25/2005 12:12:27 AM   
TheHellPatrol


Posts: 1588
Joined: 7/3/2004
Status: offline 		We should be getting our e-mails in an hour or two per Erik...right?[gulp] Being that it's automated i feel confident the "system" won't drop the ball.

< Message edited by TheHellPatrol -- 1/24/2005 2:09:20 PM >

_____________________________

A man is rich in proportion to the number of things he can afford to let alone.
Henry David Thoreau

(in reply to sabre100)
Post #: 18
RE: Serial Number not working for download! - 1/25/2005 12:18:42 AM   
Real and Simulated Wars

 

Posts: 768
Joined: 8/6/2003
Status: offline 		Thanks Erik. I will wait for that e-mail then.
Cheers,

Edit: I got the second e-mail. Thanks!

< Message edited by Chelco -- 1/24/2005 10:16:50 PM >

(in reply to TheHellPatrol)
Post #: 19
RE: Serial Number not working for download! - 1/25/2005 12:22:30 AM   
Percopius

 

Posts: 33
Joined: 9/18/2003
Status: offline 		PROBLEM FIXED. They sent me a new serial! Thanks Matrix!

Perc.

(in reply to Percopius)
Post #: 20
RE: Serial Number not working for download! - 1/25/2005 12:25:35 AM   
TheHellPatrol


Posts: 1588
Joined: 7/3/2004
Status: offline 		Got it...it works. [heavy german accent] "I'll be back"

_____________________________

A man is rich in proportion to the number of things he can afford to let alone.
Henry David Thoreau

(in reply to Percopius)
Post #: 21
RE: Serial Number not working for download! - 1/25/2005 12:26:17 AM   
sabre100

 

Posts: 393
Joined: 5/23/2004
Status: offline 		Just got the email with the new serial number thanks

(in reply to TheHellPatrol)
Post #: 22
RE: Serial Number not working for download! - 1/25/2005 12:32:52 AM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Sabre100,

quote:

ORIGINAL: sabre100
I bough the game earlier today and have not received a second email with a new serial number? Perhaps my orginial serial works not sure as I am still downloading the game as we speak should be done shortly.

Also Can I install and run the game on my laptop as well as my desktop at home? Only one copy will be running at one time. I would like to play the game on my laptop also when I travel. Once home I can play it on my desktop.


Yes, that's fine.

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 sabre100)
Post #: 23
RE: Serial Number not working for download! - 1/25/2005 12:34:02 AM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		I'm glad to see that the second e-mails are going out. Please contact us at support@matrixgames.com if you don't receive one within the next hour.

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 Erik Rutins)
Post #: 24
RE: Serial Number not working for download! - 1/25/2005 12:54:16 AM   
Poliorcetes

 

Posts: 140
Joined: 11/5/2004
Status: offline 		Thanks for the new serial numbers. It works now. I still had some trouble though. The program insisted I type in the serial number, not Copy it from the email. And the first time through, after choosing a Drive to install to I was prompted to insert my Disc 1. Which of course didn't exist. I restarted the install program and it worked fine the second time through.

Poliorcetes

(in reply to Percopius)
Post #: 25
RE: Serial Number not working for download! - 1/25/2005 12:59:00 AM   
Erik Rutins

 

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

Are you running anything in the background while you install? If so, close down any background processes. Also, is there anything unusual about your configuration or the installation location? The installer was tested quite a few times on various OS/Hardware combinations and we're confident it works well.

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 Poliorcetes)
Post #: 26
RE: Serial Number not working for download! - 1/25/2005 1:31:39 AM   
Poliorcetes

 

Posts: 140
Joined: 11/5/2004
Status: offline 		Other than Mcafee Virus detector and AOL (which had the serial number email), nope.

Poliorcetes

(in reply to Percopius)
Post #: 27
RE: Serial Number not working for download! - 1/25/2005 1:37:23 AM   
Erik Rutins

 

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

Of those two, McAfee would be the one I'm suspicious above, but it's tough to say. If it worked the second time through using the same downloaded file I have to assume something on your system interfered with the first install. If it's working fine now, just let me know if you see anything like that again and we can work with you to track it down.

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 Poliorcetes)
Post #: 28
RE: Serial Number not working for download! - 1/25/2005 3:51:51 AM   
Sarge


Posts: 2841
Joined: 3/1/2003
From: ask doggie
Status: offline 		Everything went smooth, serial # was fine, install also went fine

_____________________________


(in reply to Erik Rutins)
Post #: 29
RE: Serial Number not working for download! - 1/25/2005 4:09:46 PM   
McC

 

Posts: 4
Joined: 1/24/2005
Status: offline 		The new serial number worked for me! I appreciate the fast work of Matrix to resolve this issue.

(in reply to Sarge)
Post #: 30
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