Download Issues FAQ (Full Version)

All Forums >> [New Releases from Matrix Games] >> Gary Grigsby's War in the East Series >> Tech Support



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

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



Erik Rutins -> RE: Download Issues FAQ (12/13/2010 12:15:21 AM)

Updated with a few more tips.



1jasonoz -> RE: Download Issues FAQ (12/28/2010 8:03:17 AM)

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.



Marlow45 -> RE: Download Issues FAQ (12/28/2010 4:01:34 PM)

Problem resolved after receiving a new download link from service.



JA Wijnacker -> RE: Download Issues FAQ (1/30/2011 5:19:04 PM)

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 [8|].

Greetings,

Johan



JA Wijnacker -> RE: Download Issues FAQ (1/31/2011 7:18:41 PM)

[:)] 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



findmeifyoucan -> RE: Download Issues FAQ (2/19/2011 2:26:06 AM)

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?



cookie monster -> RE: Download Issues FAQ (2/19/2011 3:24:58 AM)


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.



findmeifyoucan -> RE: Download Issues FAQ (2/19/2011 4:22:33 AM)

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. :-)



cookie monster -> RE: Download Issues FAQ (2/19/2011 4:30:13 AM)

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



Blutch -> RE: Download Issues FAQ (12/19/2011 2:38:21 PM)

What a pity, I download only at 25kb/s !

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

Thanks.




JiminyJickers -> RE: Download Issues FAQ (1/6/2012 11:39:03 PM)

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.



Tauroggen -> RE: Download Issues FAQ (3/30/2012 4:21:56 PM)

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.



Denniss -> RE: Download Issues FAQ (3/30/2012 5:34:53 PM)

The current patches are for both english and german versions.



garymiboy -> RE: Download Issues FAQ (3/27/2013 11:35:13 PM)

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 :([&:]



Erik Rutins -> RE: Download Issues FAQ (3/28/2013 4:10:54 PM)

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



garymiboy -> RE: Download Issues FAQ (3/28/2013 4:36:21 PM)

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



garymiboy -> RE: Download Issues FAQ (3/28/2013 5:34:49 PM)

Sorted. Christian sent me a link..thanks again



STEF78 -> Download Issues FAQ (5/2/2013 4:03:14 PM)

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



Denniss -> RE: Download Issues FAQ (5/3/2013 8:27:47 AM)

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



STEF78 -> RE: Download Issues FAQ (5/3/2013 8:49:21 AM)


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



Denniss -> RE: Download Issues FAQ (5/3/2013 11:22:36 AM)

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.



OddBall2 -> RE: Download Issues FAQ (5/15/2013 2:02:25 AM)

Joel suggested I ask here
Can the game be downloaded to a Samsung Andriod tablet? Thus making it portable.



dknemeyer -> RE: Download Issues FAQ (11/25/2013 3:10:46 PM)

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!



Joel Billings -> RE: Download Issues FAQ (11/25/2013 4:07:26 PM)

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.



Pitaman -> RE: Download Issues FAQ (11/23/2014 10:58:57 PM)

I cannot access the game. I have been having problems with downloads ever since purchased don to the danube and downloaded 1.08 beta game. I deleted all files and tried to reload game. Now the new game file says to contact you as my serial number does not match your file. Please help



gmtello -> RE: Download Issues FAQ (11/8/2016 7:55:49 AM)

I am trying to download 1.09.00 and the computer once i put the password keeps requiring it. What must i do? i put the name and the password of the slitherine account as always



VPaulus -> RE: Download Issues FAQ (11/8/2016 9:25:24 AM)

@gmtello
We are having issues with the downloads from member's area. We hope to fix it very soon.
We apologize for all the inconvenience.



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