RE: Being a Thread Devoted to Problems with the Downloading Process

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All Forums >> [Current Games From Matrix.] >> [American Civil War] >> Forge of Freedom: The American Civil War 1861-1865 >> Forge of Freedom - Support >> RE: Being a Thread Devoted to Problems with the Downloading Process

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RE: Being a Thread Devoted to Problems with the Downloa... - 12/1/2006 1:13:12 PM

Erik Rutins

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

William,

quote:

ORIGINAL: William Amos
Sounds like what I got there vipes. Was some weird error message once I entered in all my credit info.

I honestly give up. I tried entering my Credit card info here at work and digital river STILL says its an invalid card despite the fact everyone else I buy from has no problems with the card. In fact I have ordered from Digital River several times but the last few purchases have been stopped by whatever is causing this

So I have to do what I did before. I ordered via money order is only solution I can find to this silly problem.

Can you please e-mail me at erikr@matrixgames.com with your order number? I'd like to put you in touch directly with someone at DR to see if we can figure out why it's giving you so much grief.

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 Williamb)

Post #: 31

RE: Being a Thread Devoted to Problems with the Downloa... - 12/1/2006 1:14:01 PM

Erik Rutins

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

quote:

ORIGINAL: William Amos
Because same said virus also seems to have implanted a file that seems to want to send any kind of paypal info off to some unknown webaddress. I caught it just in time to prevent it from doing that. I have tried eradicating it several times but until I do a full systems wipe Id rather not use any non secure method of sending out info. At least with my Credit card and home email I can see purchases. Im not as sure of the pay pal ones.

Ok, that doesn't sound good - have you tried NOD32 from www.eset.com?

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 Williamb)

Post #: 32

RE: Being a Thread Devoted to Problems with the Downloa... - 12/2/2006 3:26:07 AM

Williamb

Posts: 594
Joined: 1/4/2001
From: Dayton Ohio
Status: offline

Edited I got the order cancelled and finally seem to have my credit card issue fixed.

Stupidity all around on my part. The whole thing was my fault due to a worn number on my old credit card.

Look forward to this game have sent in my money order.

Thanks

< Message edited by William Amos -- 12/2/2006 8:00:05 AM >

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Post #: 33

RE: Being a Thread Devoted to Problems with the Downloa... - 12/4/2006 2:27:48 AM

ColinF

Posts: 26
Joined: 10/27/2004
Status: offline

I have a download problem. I bought the game on Friday 1 December Australian time, and the download was interrupted. When I try to restart it, my order is just not recognised. Even trying to trace it via my email just brings up the War Plan Orange order I bought last year. I last tried about 5 minutes ago.

I have emailed support and sent a copy of the confirming email from matrix, but really am getting impatient at not being able to dl the game.

Please help.

(in reply to Erik Rutins)

Post #: 34

RE: Being a Thread Devoted to Problems with the Downloa... - 12/4/2006 5:34:07 PM

6971grunt

Posts: 427
Joined: 3/31/2005
From: Ya sure, you betcha
Status: offline

quote:

ORIGINAL: ColinF

I have a download problem. I bought the game on Friday 1 December Australian time, and the download was interrupted. When I try to restart it, my order is just not recognised. Even trying to trace it via my email just brings up the War Plan Orange order I bought last year. I last tried about 5 minutes ago.

I have emailed support and sent a copy of the confirming email from matrix, but really am getting impatient at not being able to dl the game.

Please help.

I'm having a similar problem with the download. Have tried to download the game THREE times [it takes over 8 hours to download - DSL ya' know] and it keeps faulting out - what's going on???????????

< Message edited by grunt6971 -- 12/4/2006 5:42:27 PM >

_____________________________

"Over?! It's not over until we say it's over. Was it over when the Germans bombed Pearl Harbor?!" John Blutarsky from the Movie "Animal House"

(in reply to ColinF)

Post #: 35

RE: Being a Thread Devoted to Problems with the Downloa... - 12/4/2006 11:15:26 PM

ColinF

Posts: 26
Joined: 10/27/2004
Status: offline

My situation is much worse than yours mate. According to the matrix dl site, my order number 1617076776, confirmed by email from matrix on 30 November 2006 does not even exist.

I'm still awaiting some response to emails to support and Mr Rutins.

This is ridiculous.

< Message edited by ColinF -- 12/4/2006 11:24:05 PM >

(in reply to 6971grunt)

Post #: 36

RE: Being a Thread Devoted to Problems with the Downloa... - 12/4/2006 11:25:58 PM

6971grunt

Posts: 427
Joined: 3/31/2005
From: Ya sure, you betcha
Status: offline

quote:

ORIGINAL: ColinF

My situation is much worse than yours mate. According to the matrix dl site, my order number 1617076776, confirmed by email from matrix on 30 November 2006 does not even exist.

I'm still awaiting some response to emails to support and Mr Rutins.

This is ridiculous.

Oh Man - don't tell me that

_____________________________

"Over?! It's not over until we say it's over. Was it over when the Germans bombed Pearl Harbor?!" John Blutarsky from the Movie "Animal House"

(in reply to ColinF)

Post #: 37

RE: Being a Thread Devoted to Problems with the Downloa... - 12/4/2006 11:31:22 PM

Marc von Martial

Posts: 10875
Joined: 1/4/2001
From: Bonn, Germany
Status: offline

quote:

ORIGINAL: grunt6971
I'm having a similar problem with the download. Have tried to download the game THREE times [it takes over 8 hours to download - DSL ya' know] and it keeps faulting out - what's going on???????????

If you have troubles downloading large files then we suggest you use a download client like "Stardownloader" available for free from www.stardownloader.com . It will let you resume disconnected or broken downloads. You can even pause them and resume them whenever you want.

_____________________________

Marc von Martial
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(in reply to 6971grunt)

Post #: 38

RE: Being a Thread Devoted to Problems with the Downloa... - 12/4/2006 11:39:42 PM

ColinF

Posts: 26
Joined: 10/27/2004
Status: offline

Mate, please understand that my order number 1617076776 is not listed to download. What is the problem here please?

When I use the alternative email/credit card method all that's listed is WPO that I bought last year.

When is someone going to sort this out please? I just want what I have paid for.

(in reply to Marc von Martial)

Post #: 39

RE: Being a Thread Devoted to Problems with the Downloa... - 12/5/2006 1:31:13 AM

Adam Parker

Posts: 1848
Joined: 4/2/2002
From: Melbourne Australia
Status: offline

quote:

ORIGINAL: Marc Schwanebeck

If you have troubles downloading large files then we suggest you use a download client like "Stardownloader" available for free from www.stardownloader.com .

Yes, and I thank Eric for the tip often. Stardownloader breaks a download into 4 simultaneous steams, all very easy to follow on screen automatically.

There were some timeouts in a stream or two downloading this game but with Stardownloader, you just press pause and restart and the downloading streams pick up from where they left off.

In the past a timeout would have meant a dead download.

(in reply to Marc von Martial)

Post #: 40

RE: Being a Thread Devoted to Problems with the Downloa... - 12/5/2006 1:34:50 AM

ColinF

Posts: 26
Joined: 10/27/2004
Status: offline

Stardownloader is fine if your purchase is there to download.

Will no-one on matrix staff answer any of my posts or emails on this issue?

Five days now...outragious.

(in reply to Adam Parker)

Post #: 41

RE: Being a Thread Devoted to Problems with the Downloa... - 12/5/2006 4:07:57 AM

Adam Parker

Posts: 1848
Joined: 4/2/2002
From: Melbourne Australia
Status: offline

That is very unusual Colin. Hang in there I suppose.

Maybe start a new thread to bump your issue?

< Message edited by Adam Parker -- 12/5/2006 4:16:02 AM >

(in reply to ColinF)

Post #: 42

RE: Being a Thread Devoted to Problems with the Downloa... - 12/5/2006 4:32:15 AM

ColinF

Posts: 26
Joined: 10/27/2004
Status: offline

Will do mate. Thanks for suggestion.

(in reply to Adam Parker)

Post #: 43

RE: Being a Thread Devoted to Problems with the Downloa... - 12/5/2006 12:21:58 PM

Marc von Martial

Posts: 10875
Joined: 1/4/2001
From: Bonn, Germany
Status: offline

quote:

ORIGINAL: ColinF

Stardownloader is fine if your purchase is there to download.

Will no-one on matrix staff answer any of my posts or emails on this issue?

Five days now...outragious.

Minus the weekend days please. We are a small company and do not have 24/7 customer support. We try to answer within 24 hours though.
Did you write to support@matrixgames.com ?

Have you been one of the customers that bought before we actually announced the game to be ready in the store?

If you find five days (over a weekend) outrageous then I would suggest you try to get an answer form a really big game publisher and compare the speed of replies, I bet we will beat them

< Message edited by Marc Schwanebeck -- 12/5/2006 12:31:50 PM >

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Marc von Martial
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(in reply to ColinF)

Post #: 44

RE: Being a Thread Devoted to Problems with the Downloa... - 12/5/2006 2:34:59 PM

Erik Rutins

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

quote:

ORIGINAL: ColinF
I have a download problem. I bought the game on Friday 1 December Australian time, and the download was interrupted. When I try to restart it, my order is just not recognised. Even trying to trace it via my email just brings up the War Plan Orange order I bought last year. I last tried about 5 minutes ago.

I have emailed support and sent a copy of the confirming email from matrix, but really am getting impatient at not being able to dl the game.

Please help.

Colin,

Please e-mail support@matrixgames.com with your real name and e-mail so that we can try to trace your order. Can you also confirm that you were charged, but no order shows up?

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 ColinF)

Post #: 45

RE: Being a Thread Devoted to Problems with the Downloa... - 12/5/2006 2:36:21 PM

Erik Rutins

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

quote:

ORIGINAL: grunt6971
I'm having a similar problem with the download. Have tried to download the game THREE times [it takes over 8 hours to download - DSL ya' know] and it keeps faulting out - what's going on???????????

Hi, have you tried using a download manager such as www.stardownloader.com? If you're having trouble completing a large download, that usually solves it. FYI, this is not typically a problem with our servers, but rather something in between us and you or your ISP.

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 6971grunt)

Post #: 46

RE: Being a Thread Devoted to Problems with the Downloa... - 12/5/2006 2:38:01 PM

Erik Rutins

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

Colin,

quote:

ORIGINAL: ColinF
Stardownloader is fine if your purchase is there to download.�
Will no-one on matrix staff answer any of my posts or emails on this issue?
Five days now...outragious.

Unfortunately, we are a small company too and speaking for myself, I was without electricity, phone and internet since Friday and completely unable to help the rest of the staff until it was restored.

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 ColinF)

Post #: 47

RE: Being a Thread Devoted to Problems with the Downloa... - 12/5/2006 11:25:26 PM

6971grunt

Posts: 427
Joined: 3/31/2005
From: Ya sure, you betcha
Status: offline

quote:

ORIGINAL: Marc Schwanebeck

quote:

ORIGINAL: grunt6971
I'm having a similar problem with the download. Have tried to download the game THREE times [it takes over 8 hours to download - DSL ya' know] and it keeps faulting out - what's going on???????????

If you have troubles downloading large files then we suggest you use a download client like "Stardownloader" available for free from www.stardownloader.com . It will let you resume disconnected or broken downloads. You can even pause them and resume them whenever you want.