Serial Number not working for download! (Full Version)

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

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,



TheHellPatrol -> RE: Serial Number not working for download! (1/24/2005 10:11:58 PM)

[:@]Same here..."Invalid serial number" ????[:-]



wodin -> RE: Serial Number not working for download! (1/24/2005 10:12:49 PM)

whoops!



Percopius -> RE: Serial Number not working for download! (1/24/2005 10:13:49 PM)

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.



McC -> RE: Serial Number not working for download! (1/24/2005 10:21:38 PM)

Same problem I am confronting. I hope this will be fixed before this evening.



Erik Rutins -> RE: Serial Number not working for download! (1/24/2005 10:57:58 PM)

Guys, we're investigating right now. We'll have this sorted out shortly, whatever the cause.

Regards,

- Erik



Kelm -> RE: Serial Number not working for download! (1/24/2005 10:59:57 PM)

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.



Erik Rutins -> RE: Serial Number not working for download! (1/24/2005 11:04:49 PM)

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



HercMighty -> RE: Serial Number not working for download! (1/24/2005 11:05:43 PM)

I was looking to buy tonite after work.

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

Thanks



Erik Rutins -> RE: Serial Number not working for download! (1/24/2005 11:06:08 PM)

Will do.



Erik Rutins -> RE: Serial Number not working for download! (1/24/2005 11:14:54 PM)

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 -> RE: Serial Number not working for download! (1/24/2005 11:30:57 PM)

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 -> RE: Serial Number not working for download! (1/24/2005 11:41:12 PM)

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



Real and Simulated Wars -> RE: Serial Number not working for download! (1/24/2005 11:49:10 PM)

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,



Erik Rutins -> RE: Serial Number not working for download! (1/24/2005 11:54:59 PM)

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 -> RE: Serial Number not working for download! (1/24/2005 11:56:58 PM)

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



sabre100 -> RE: Serial Number not working for download! (1/25/2005 12:05:55 AM)

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



TheHellPatrol -> RE: Serial Number not working for download! (1/25/2005 12:12:27 AM)

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[;)].



Real and Simulated Wars -> RE: Serial Number not working for download! (1/25/2005 12:18:42 AM)

Thanks Erik. I will wait for that e-mail then.
Cheers,

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



Percopius -> RE: Serial Number not working for download! (1/25/2005 12:22:30 AM)

PROBLEM FIXED. They sent me a new serial! Thanks Matrix!

Perc.



TheHellPatrol -> RE: Serial Number not working for download! (1/25/2005 12:25:35 AM)

Got it...it works[&o]. [heavy german accent] "I'll be back"[8D]



sabre100 -> RE: Serial Number not working for download! (1/25/2005 12:26:17 AM)

Just got the email with the new serial number thanks



Erik Rutins -> RE: Serial Number not working for download! (1/25/2005 12:32:52 AM)

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 -> RE: Serial Number not working for download! (1/25/2005 12:34:02 AM)

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



Poliorcetes -> RE: Serial Number not working for download! (1/25/2005 12:54:16 AM)

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



Erik Rutins -> RE: Serial Number not working for download! (1/25/2005 12:59:00 AM)

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



Poliorcetes -> RE: Serial Number not working for download! (1/25/2005 1:31:39 AM)

Other than Mcafee Virus detector and AOL (which had the serial number email), nope.

Poliorcetes



Erik Rutins -> RE: Serial Number not working for download! (1/25/2005 1:37:23 AM)

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



Sarge -> RE: Serial Number not working for download! (1/25/2005 3:51:51 AM)

Everything went smooth, serial # was fine, install also went fine



McC -> RE: Serial Number not working for download! (1/25/2005 4:09:46 PM)

The new serial number worked for me! I appreciate the fast work of Matrix to resolve this issue.



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