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For technical support specific to your title please see the bottom of the product page if your item is sleeve-packed or the back of your packaging if in a box/dvd-style or jewel case. If you can't find one you can contact us for a link to the manufacturer's website.
For general troubleshooting please click on the FAQs below:
Can I play my pre-OS X games on my Mac OS X 10.5 Leopard?
How do I know if a game will work on Vista?
My game either won't install or won't play
Vista - program won't install
Vista - program doesn't look right
Vista - should I install the version of QuickTime, DirectX & Adobe included with my program?
XP - program won't install - Program Compatibility Wizard
XP - program won't install - clean boot procedure
XP - program won't install - Safe Mode installation
XP - program doesn't look right
QuickTime troubleshooting
XP - updating your sound card driver
XP - updating your graphics card driver
Contact for further technical support
1. My program won't install. What can I do?
Option a: From the Start Menu go to My Computer and find you cd-rom drive. Right-click on it and select Explore. This will show you all the files on the cd-rom. You should look for a file called Setup or one that says Application in it's description or has the letters EXE somewhere in it's title or description. Right-click it and select Run As Administrator for best results.
Option b: Use the Program Compatibility Wizard by clicking the Start button , clicking → → →
Get the system requirements from your packaging and select them if requested. The ones you need are operating system ie Windows 95, 98/Me, 2000 or XP SP2, display setting of 640x480 and 256 colours if applicable. We recommend you tick everything that starts with Disable and on the following page tick Run as Administrator.
2. My program installed OK, but just doesn't look right. What can I do to fix it?
You can try using Windows compatibility mode. Right-click the setup application or executable (*.exe) and choose Properties from the context menu that appears. A window will appear displaying the different properties of the application organised in tabs. Selecting the Compatibility tab allows for various, newer features of the operating system (Windows Vista) to be disabled when running this program. Additionally, the Compatibility tab gives the option to run your application as it is intended for Windows XP (Service Pack 2) or for almost all other previous versions of Windows, as available from the drop-down menu.
After choosing the compatibility mode for the operating system in which your application runs correctly, click Apply then click OK to save the changes.
If neither of those options work, check the program manufacturer's website for any updates or patches.
3. Should I install the version of QuickTime,DirectX and/or Adobe Acrobat Reader that comes with my program?
Various versions of QuickTime programs can co-exist happily on your PC, & they are not all backward-compatible, so please install the version that came with your game on Vista.
We recommend you download and install the latest versions of DirectX & Adobe Acrobat prior to installing any software, as previous ones may not be Vista-compatible (DirectX version 10 is Vista compatible & came standard with Vista when it was first released). Then you can decline installation if the program allows you to do so. If it doesn't, it should pick up that you have a newer version and skip that step
Here are the links to get the latest versions:
Adobe Acrobat Reader - http://www.adobe.com/products/acrobat/readstep2_allversions.html
You will have to choose Windows Vista from a list that drops down.
We recommend you untick the option of the Google Toolbar.
DirectX - this an optional update from Microsoft if a new version is released. Vista comes standard with DirectX10. To check for updates you can go here http://www.update.microsoft.com/microsoftupdate/v6/default.aspx?ln=en-us
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1. My program won't install, what can I do?
A. You should use the Program Compatibility Wizard to install it. Windows® XP allows different options for viewing graphical interface. The following procedure assumes that the default Windows® XP view settings are used, rather than the Classic Start Menu View.
- Verify the Minimum System Requirements of the program that is to be installed. (This information will be needed as the procedure below is completed.)
- Insert the program (or installation) CD into the CD-ROM drive.
NOTE: If a program installation screen appears prompting you to install the program, click the selection (i.e., No, Cancel or Exit the Installation, etc.) that will cancel the installation, and return to the desktop.
- Click Start on the Windows® taskbar.
- Click All Programs, choose Accessories and select Program Compatibility Wizard. The icon appears as a question mark (?). The Program Compatibility Wizard Welcome window will open.
- Click Next.
- Click the "I want to use the program in the CD-ROM drive" radio button.
- Click Next. A window presenting the different Windows® Compatibility Modes will open.
- Click the button next to the desired Compatibility Mode and click Next. (Consult the Minimum System Requirements of the program that is to be installed [Step 1] for system information.) The window that appears allows for the selection of 256 Colours and/or 640 X 480 Pixel Screen Resolution.
NOTE: These display settings are not available options in Windows® XP. They are only available when running a program in Program Compatibility Mode. The only reason to choose either of these settings is if you are experiencing difficulty installing or running an older application designed to run in MS-DOS®, Windows® 3.1 or Windows® 95/98. If all options remain unchecked, then the current Colours and Screen Resolution settings will not be altered.
By default, Windows® XP uses visual themes that may change the appearance or behaviour of other programs, especially those games or educational programs that include intensive graphics and animation. To prevent the visual themes from affecting these programs, check Disable Visual Themes.
- Click Next. A window showing the heading "Test Your Compatibility Settings" will appear. In addition, the settings that you selected will appear.
- Verify that the settings are correct.
NOTE: If the settings are not correct, click the Back button to return to the previous screen (or screens) and make the necessary changes.
- With the correct settings selected and showing in the "Test Your Compatibility Settings" window, click Next. The program installation will begin.
- Follow the prompts to install the program.
- After the installation is complete, play around in the program until you are satisfied it is as it should be. Close the program to return to the Program Compatibility Wizard.
NOTE: After the program is closed, the window with the "Did the program work correctly?" question will reappear. The "Yes. Set this program to always use these compatibility settings" will be selected.
- If the program functioned properly using the compatibility mode that was selected above, click Next - the Program Compatibility Data window will open -and continue.
NOTE: If the program did not function correctly, you can repeat the above procedure, choosing different compatibility settings.
- In the window that opens, select Yes or No and click Next. The Completing the Program Compatibility Wizard window will appear.
- Click Finish to close the window.
- Launch and use the program
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B. If that didn't work for you, you have bigger problems - possible software conflicts.
Anti-virus, anti-spyware, pop-up blockers and firewalls are all known to cause such issues. They run in the background so you don't think of them when you are instructed to close all open programs before installing software. You will need to Perform a clean boot and try installing your game again.
How to Perform a Clean Boot in Windows XP:
1. Click Start, click Run, type msconfig in the Open box, and then click OK.
2. On the General tab, click Selective startup.
3. Click to clear all of the check boxes under Selective startup.
4. Click OK. When you receive the message to restart your computer, click Yes. Turn your modem off at this point as your PC will be unprotected.
5. After the computer restarts, you will have a box warning you that you changed the way your PC starts. Don’t worry about that, it’s just a warning in case you did it accidentally.
6. Click Start, click Run, type msconfig in the Open box, and then click OK. Look closely at the General tab to ensure that the check boxes that you cleared are still cleared. If none of the check boxes are selected, proceed to installing the software.
Reinstall the Game
To reinstall the game, use the Program Compatibility Wizard instructions in Section 1.
Note: To restore your original Startup options, click Normal Startup instead of Selective on the General tab in the System Configuration Utility tool (msconfig) once you have finished.
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C. If that also fails there is only one option left to try, and this is installing in Safe Mode.
How to install a game in Windows Safe Mode:
- You will need Administrator privileges to do this.
- Start your computer and as soon as it starts press the F8 button numerous times until the option to start in Safe Mode appears. You will need to select the option that includes cd-rom support if you are given it.
2. My program installed but the colours don't look right or the screen is too small.
Just right-click on the executable file, select Properties and then Compatibility. You will need to select a previous version of Windows - see your item description or packaging System Requirements and choose the oldest one availabe for best results.
256 colours should fix the colour problem and 640x480 display will enlarge the display window.
Check the options that relate to your item (see your item description or packaging System Requirements), select Apply and then OK. Try the program again.
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Can I play my pre-OS X games on my Mac OS X 10.5 Leopard?
The simple answer is no, but if you have games you would really like to play and are looking for a way around it, check out the link below for Sheepshaver - an alternative to the now defunct Classic Mode
http://lowendmac.com/mac2win/08m2w/sheepshaver-for-mac-os-x.html
Your only other options are to dual boot with Windows XP or Vista, or install a previous OS X or OS version as well.
How do I know if a game will work on Vista?
Unless a game clearly states Vista in the green System Requirements section, please do not just assume that it will work on Vista. Contact us to see if we can test it for you prior to purchasing. Most often we will be able to do it within a couple of days & get back to you. Please note that we do not support laptops irrespective of the operating system they utilise. All our titles are tested on desktops only. For more information see our Laptop Disclaimer page.
GENERAL COMPUTER ADVICE
QuickTime troubleshooting guide
From Apple:
· Make sure your PC meets the system requirements.
· Try running the stand-alone version of the QuickTime installer in "Safe Mode." This can help to isolate issues with background applications, and some driver conflicts.
· Make sure you have the latest version of DirectX
· Make certain you have installed the most recent drivers for your sound and video cards. Even if you have a "brand new" computer, it is not guaranteed to have the most recent software installed. Contact the manufacturer of your sound and video cards for additional information
· Try running ScanDisk to verify that the directory is OK. This is an important step to take before installing any software.
Some Important Quicktime Truths:
1. QuickTime is made by Apple, but can run in Windows.
2. QuickTime is the utility that many multimedia programs require to run their videos/animations. It also works with your internet browser.
3. QuickTime is free and comes in many different versions.
4. You can and may have to have several versions of QuickTime, as newer versions are not fully backwards compatible with older programs that were built with older versions of QuickTime. This is particularly true of any program made using 2.x series. You CAN have several versions installed.
5. QuickTime will want to become the default player on your computer and will occasionally annoy you with upgrade requests.
6. If you have Windows VISTA you need to download the latest free version of QuickTime for many programs to run.
QuickTime 4, 5, and 6 are not backwards compatible with the 2.0 series.
We have encountered some odd Quicktime errors that can ONLY be solved by uninstalling all versions of Quicktime and then REINSTALLING from the oldest first that you need (2.0 series). Make sure you uninstall Quicktime using the Windows Add/Remove Programs feature.
Quicktime 3.0 was generally considered "flawed" and should be deleted. Install Quicktime 4, 5, or 6 if you need version 3.x.
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Updating your sound driver in Windows XP
Updating the drivers for your sound hardware can fix problems and add new functions to your computer.
1. Open Device Manager. Go to Start and right-click My Computer. Select Properties, select the Hardware tab, and click the Device Manager button.
2. Under Sound, Video And Game Controllers, double-click the entry for your sound card
3. Select the Driver tab and note the version number .
4. Look for an updated driver on the manufacturer's website.
Note: Your sound card may have more than one set of drivers that needs to be installed. Check with your sound card or computer manufacturer for updates for each. Google the name of your sound card if you're not sure who the manufacturer is. Once you find them, look for a downloads or download drivers section on their site.
5. To install an update, click the Update Driver button to launch Windows Hardware Update Wizard. The wizard will walk you through the driver installation process.
6. On the Welcome screen, select Install From A List Or Specific Location (Advanced).
7. Windows will ask you for a specific location where it can find the driver files. If the new driver files are on a CD-ROM or floppy disk, check the Search Removable Media box. If the files are stored in a folder on your hard drive, check the Include This Location In The Search box and use the Browse button to tell Windows which folder holds the files.
8. Click Next, and the wizard will walk you through the installation process.
Updating your graphics card driver in Windows XP:
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Go to Start>Control Panel (select Classic View on the left if it is not already so) >System> Hardware - Device Manager > Display adapters - select yours and right-click and go to Properties
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Driver - look at the date & name of your graphics controller and make note of it.
Go to the manufacturer's website (Google the name of the graphics card if you're not sure who makes it) & look up the latest driver for that type.
You should find the driver in a section called "Downloads", "Download drivers" or just "Drivers", OR there will be a link from your card's main page.
Save it anywhere on your C drive if it is a later date than the one already on your system.
Follow the above instructions again to get back to the same spot and this time select Update Driver. If by some chance you have saved the wrong one it will give you a warning that is not designed for your graphics controller, so don’t worry, you can back out of it.
If the new driver doesn’t make any difference and it actually makes other things that were working before stop doing so, then follow the instructions back in and select Rollback Driver. This will restore your previous one and there is no harm done.
My game either won't install or won't play properly
Try the instructions in XP or Vista at the top of this page first. If they don't work, it is highly likely that there is a software conflict on your PC.
Very common in systems running any Norton or Symantec software (but also other similar products) in the background, particularly Internet Security Suites, Anti-virus, Anti-spyware, Pop-Up Blockers and the like.
Normally fixed by installing after a Clean Boot, sometimes a clean boot is also required to play those games. Please ensure you are not connected to the internet after performing a clean boot, as you will not be protected by your internet security software.
CONTACTING US FOR FURTHER TECHNICAL SUPPORT
If you require technical support for installation or playability of your title please try the manufacturer's technical support website first.
If that is not sufficient assistance, contact us for help.
When you do,
YOU MUST INCLUDE THE FOLLOWING INFORMATION:
a)desktop or laptop and operating system
(ie Windows Me/2000/XP/Vista etc or
Macintosh System x.x.x/ OS X etc)
b) a detailed description of what occurs when you try to install or play your game and any error messages you receive word for word please (copy and paste is very helpful if possible - you can paste it into Word or Notepad and save it to your My documents folder)
c)A DirectX report if you are a Windows user. You get this in XP by going to Start,then Run and type in dxdiag and press enter. In Vista it's the same but instead of going to the Run shortcut you have to type Run into your search bar. A report will be generated which you can then save wherever you will easily find it again (My documents is recommended). The button says Save All Information and is at the very bottom of the first page of the report. Please attach it to your email.
Failure to include the requested information will delay assistance as we may have to email you to request it all.
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