User Avatar Image

"Retrieving Key" fails when launching registered game

posted by Anonymous on - last edited - Viewed by 1.4K users

I've paid for and downloaded the game, and installed it, but now when I launch it I get a "Retrieving Key" message for a minute before an error box pops up to tell me that my Internet connection isn't working. There's nothing wrong with my connection so presumably whatever server is meant to give me the key is down at the moment?

I look forward to being able to play the game!

28 Comments - Linear Discussion: Classic Style
  • User Avatar Image
    Anonymous

    Hi all,

    JP, I'm having the same problem. I've followed all the suggestions, but no luck. Now I get the big error box, after putting in my order number and the "retrieving key" box comes up.

    Downloading games for purchase is a great idea. The ultimate in instant gratification. Sure hope they get it worked out soon.

    ~Kim~

  • Yeah, I have. But that IP # in the screenshot isn't my actual IP. It changes on every dialup reconnect too, so I'm hoping it's afe to have posted that. :p

  • [quote]JP, have you sent an email to support@telltalegames.com?

    Maybe I just don't recognize yoru real name. ;)[/quote]

    My address starts with "jp@" so it shouldn't be too hard to find. :p

    Anyway, I just resent it to your personal email address. Also tried to PM it to you but got a board error.

  • User Avatar Image
    Anonymous

    I too have suffered from the same problems as JP, and have just sent off an email to the support department. Hope it gets dealt with soon, because I'm itching to try the game!

    [Interestingly, I also suffer from another problem previously mentioned on the forum - the game always installing to C:\Program Files\Out From Boneville\ and only creating an empty folder where I *actually* want it installed (i.e., D:\Out From Boneville\).
    It also fails to install a shortcut on the start menu apart from the uninstall one, though this is easily rectified by moving across the one placed upon my desktop.

    Seems I'm just having bad luck with Bone!

  • User Avatar Image
    Anonymous

    All,

    Greetings. I'm a QA/Support Engineer from Digital River and have recieved clearance from Troy to answer/support questions regarding the new Bone release. I've read the issues all of you have had and we're actively working on resolutions for the following issues:

    1) Internet Connection Error - Solution in Progress. EOD Friday [with issue 3]

    2) Missing Download Buttons - Implementation by EOD Friday [hopefully]

    3) Dial up users having issues - We're resolving this hand in hand with issue #1.

    4) Empty shopping cart page issues - Known issue. We'll alter the flow to fix again by EOD Friday.

    5) Dead download manager - This is out of our purview. Akamai provides us support for distributing downloads. We've begun talking to them about their caching methods and that we're unhappy with it. The solution I can provide here is to just kill that Download Manager instance and restart it. You'll hit a different box and download should begin.

    6) Poor download speeds - Again, an Akamai issue, you can only get the file as fast as their boxes push to you.

    This is what I have so far. If there's anything else, please respond and give it visibility.

    If you have resolved your key issue using the automated CS box, that's good news otherwise here's the alternative.

    The license we send down is a 60 char. AlphaNumeric string. For security purposes we dont put that in an email. However, if any users are facing issues here, send me an email with your Order # and the hardware fingerprint and I can work with CS to send a key back to you.

    To get your hardware fingerprint - open your trial and look for this text under the Buy Full Version button

    "If you have completed a purchase and need to enter your key, click here."

    A box will pop up and the Hardware Fingerprint will be right there.

    So in summary - send me an email with the following-

    Full Name
    Hardware Fingerprint
    Order #.

    Finally, I'd like to apologize for this mess since I ran point on this before the release from a DR perspective. Please understand that DR and TTG appreciate your business and loyalty to the title and that we're going to get everything resolved in a short period of time. I am actively working with my team to get all your issues resolved and I'm sure Troy and the rest of the TTG Support group will be here to answer further questions.

    Thanks.
    Paresh

  • User Avatar Image
    Anonymous

    Yay, the code I was sent seems to work: thanks Paresh!

  • User Avatar Image
    Anonymous

    Having the very same problem. Sent a message to support@telltalegames.com and Heather got back to me asking for my Hardware Fingerprint. Sent that back, so I hope I'll be playing it shortly.

    I wonder what's going on?

  • User Avatar Image
    Anonymous

    1.0 version wasn't the best - I already had 35MB when the new version came out (dialup), so I continued that one..I should have DL'd the new one cause I just finished the demo and bought, and now can't play...

    downloading for a few hours... sigh.

  • User Avatar Image
    Anonymous

    The installer messed up AGAIN. I don't know what's wrong this time.

    __________

    Downloading the new 50MB version.

    Got to 35MB.

    Sent a single email with 100KB of attachments (2) with Outlook 2003. I guess this used all my bandwidth and sent a timeout to the Bone downloader program.

    See an NCIS or something error saything the download is corrupt, or virus, or anything could have gone wrong. Click okay, try the downloader program again, says 100% (SAME OLD ERROR!!) and then brings up the same error message.

    Click okay, tried to run the 35MB downloaded program manually before seeing it is 35MB, get the same error message.

    I deleted the 35MB program and tried the downloader again. It automatically overwrote the Boneville.exe file in temp/DRDld - starting again at 0%.

    WAHHHHHHHHHHHHHHHHHHHHHHHHHHH!

    The joys. I will now reconnect for my next 4 hour limited session of dialup and spend the entire time not doing ANYTHING but downloading the boneville.exe installer through the downloader program. I sent Fileplanet a notification to update their link, but they only are contactable for tech support and they sent me a weird reply asking for my error message etc.

    Please work these things out and fix with a patch, I can't keep downloading this whole file!!

  • User Avatar Image
    Anonymous

    Ben - Navigate to the Documents and Settings\USERNAME\Local Settings\Temp\DRDld and remove the installer from there. Then redownload the file and use the key I sent. It'll work. I understand that you are on dial up and that's a hassle. However, the download speed is something that's throttled by the ISP and the download server when they talk. I'll be checking email again throughout the day to ensure your issue is resolved.



    Thanks.

    Paresh

    __________________________
    I *SAID* I have tried THREE times to download unsuccessfully. YOU COULD HAVE READ THE BOTTOM OF THIS EMAIL.
    ___________

    Downloading the new 50MB version.

    Got to 35MB.

    Sent a single email with 100KB of attachments (2) with Outlook 2003. I guess this used all my bandwidth and sent a timeout to the Bone downloader program.

    See an NCIS or something error saything the download is corrupt, or virus, or anything could have gone wrong. Click okay, try the downloader program again, says 100% (SAME OLD ERROR!!) and then brings up the same error message.

    Click okay, tried to run the 35MB downloaded program manually before seeing it is 35MB, get the same error message.

    I deleted the 35MB program and tried the downloader again. It automatically overwrote the Boneville.exe file in temp/DRDld - starting again at 0%.

    WAHHHHHHHHHHHHHHHHHHHHHHHHHHH!

    The joys. I will now reconnect for my next 4 hour limited session of dialup and spend the entire time not doing ANYTHING but downloading the boneville.exe installer through the downloader program. I sent Fileplanet a notification to update their link, but they only are contactable for tech support and they sent me a weird reply asking for my error message etc.

    Please work these things out and fix with a patch, I can't keep downloading this whole file!!

    I just tried again. Same error at 35-40MB. I just got an email from service@digitalriver.com saying:

    "In order to fully license Bone: Out from Boneville, please open the application and click on the `Enter Key Manually' option.
    Please copy the below information exactly as you see it here and then click the `OK' button."

    I don't have this in the old version.

    I used to be able to get a screen saying 'enter key' after clicking 'finish' on the invoice, then it would try to get the key through the net, fail, then give me the dialog box. Not so anymore after uninstalling for the new version as Troy said - now I reinstalled the old version and it doesn't bring up the box.

    ARGH this is very painful.

    ______

    Patience is a virtue but mine is wearing thin.



    After all my forum posts and emails to various people, I get one single response from Paresh, stating basically he didn’t read my email.



    I KEEP REMOVING THE FILES IN THE DRDld folder.



    I keep trying to REDOWNLOAD THE 50MB version.



    IT KEEPS STOPPING AT UNDER 40MB.



    IT GIVES ME an ERROR about NCIS, the downloader says 100 %.



    It’s been 10 hours since I emailed you, I hope you check this – I have to sleep sometime. I spent ALL last night with these problems.



    AS STATED MANY MANY TIMES – THIS IS BELOW IN THIS EMAIL:

    ____

    “I just tried again. Same error at 35-40MB. I just got an email from service@digitalriver.com saying:

    "In order to fully license Bone: Out from Boneville, please open the application and click on the `Enter Key Manually' option.
    Please copy the below information exactly as you see it here and then click the `OK' button."

    I don't have this in the old version.

    I used to be able to get a screen saying 'enter key' after clicking 'finish' on the invoice, then it would try to get the key through the net, fail, then give me the dialog box. Not so anymore after uninstalling for the new version as Troy said - now I reinstalled the old version and it doesn't bring up the box.

    ARGH this is very painful.â€





    If you read above this you will see this is my THIRD attempt to download the NEW File. I spent four goes doing the 70MB file yesterday.



    So basically, I’ve spent maybe…20-24 hours of internet connection DOWNLOADING THESE UNWORKABLE FILES???



    I have paid for the game. MAKE IT POSSIBLE FOR ME TO PLAY.

    ________

    WHAT WORKED LAST TIME WITH THE 70MB version: some nice person sent the actual BonevilleInstaller.exe file through www.yousendit.com last time. If you were understanding of the issues I am having something like this could perhaps be offered – or a new version placed on Fileplanet or another mirror.



    It would be most appreciated, if I REALLY have to download another 50MB on top of the half gigabyte or so I have attempted with Bone…perhaps you could ASSURE my download will work by circumventing the STUPID STUPID downloader program so that it WILL ACTUALLY DOWNLOAD.


    I am getting more angry all the time. I say over and over, I CAN’T DOWNLOAD THIS. You keep telling me to download it again.



    Make it easier for me to download, bring out a patch, or just plain help me.



    It is not feasible to constantly re-download a file THAT NEVER COMPLETES.



    Please get back to me ASAP. My partner Leah is doing a post-graduate university presentation on how computer and video games can promote reading.. Bone is a major part of this speech so it would be great if we could try the game we BOUGHT before her presentation on Tuesday. I figured, since we paid on Friday that this wouldn’t be unreasonable!!!



    If these teething problems occur for each new release, I will be waiting at least up to a week before getting anything else through Telltale.



    HELP. ASAP.



    Sincerely

    Ben

Add Comment