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Problems running full version of Bone

posted by Anonymous on - last edited - Viewed by 1.5K users

Last night I purchased and downloaded the full version of Bone, and it ran perfectly for the first day. This morning I tried to run it again, but the splash screen appeared at the start prompting me to buy the full version (which I have already purchased). I have selected the "Activate a previous purhcase" option, but when I enter my order number and password it says that the key has already been installed on the maximum number of computers. When I try the manual key entry button, it comes up with a box where I am supposed to input my key, but I don't know it.

I have e-mailed customer support but it is Saturday and I don't imagine they would get back to me for a few days yet. Please help, as I would like to get back into the game but am stuck at the title screen for the moment.

Tom.

23 Comments - Linear Discussion: Classic Style
  • [quote]Same problems for me but I don't have a download button when I go to the site mentioned. I see my invoice but no download button. I paid for this via PayPal and it's showing up paid in my PayPal account. All I can play is the trial version though and I guess it's limited and doesn't save and also let you get beyond the first part of the fair where fone does his thing. [/quote]

    Okay, please try this:

    When you launch The Great Cow Race you'll get a Reminder screen:

    reminder.png


    In the lower left corner it says "I've Already Purchased This". Click there.

    Next you'll get a window asking you to type in your order number and password (the one you created when you placed the order). Type these in. The next time you run the game, it should activate automatically and the full version will be unlocked.

    If for some reason this doesn't work, send an email to support@telltalegames.com, along with your order number, and we will unlock the game manually for you. (After you click "I've Already Purchased This", you may be given some information that you need to submit to customer service, such as a hardware fingerprint number -- if so, please include this in your email.)

    [quote]This is REALLY frustrating. Especially because it doesn't save so if I ever do get this to work, I'll have to go back and do the whole thing over. Can't they get this together? What's the problem?[/quote]

    I agree with you -- it IS really frustrating. Don't worry, though; we'll get it working. :)

  • [quote]:( I can't download at all. I get the icon on the desktop to download and then get the following error...

    Problem encountered with Internet Connection
    (ARM 1054, 12029)
    [/quote]

    Hi, Kim. I'm not sure what the problem could be, but I'll look into it for you. It's The Great Cow Race that you're trying to download, right?

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    Anonymous

    Yes, The Great Cow Race. I tried to play the demo and then do the "I purchased this" thing but I can't even download that. I get the same error message.

  • I may have misunderstood your first post. So you ARE able to download and install The Great Cow Race onto your computer, but you get the error message when you try to activate the full version? Are you able to play the demo? (What does the icon on your desktop look like -- is it a disk with an arrow on it, or is it a cow's head?)

    Please send an email to support@telltalegames.com with your order number. It sounds like you may have a firewall or some other internet setting that's preventing the activation.

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    Anonymous

    Hi Emily,

    The Icon I have is a "DR with an arrow." I click on that and it brings up a box that I choose save or run. Either one I choose, it gives another box with the dowload button. When I click on that, I get the error message. No, I cannot play the demo. The same thing happens. I can't seem to download the game in any form. I tried turning off the firewall, but it is still the same.

    I will copy this to your e mail.

    Thanks,
    Kim

  • Thanks, Kim. Someone here is going to look into this for you. :)

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    Anonymous

    [quote]When you launch The Great Cow Race you'll get a Reminder screen:

    In the lower left corner it says "I've Already Purchased This". Click there.

    Next you'll get a window asking you to type in your order number and password (the one you created when you placed the order). Type these in. The next time you run the game, it should activate automatically and the full version will be unlocked.

    If for some reason this doesn't work, send an email to support@telltalegames.com, along with your order number, and we will unlock the game manually for you. [/quote]

    Before I posted, I had already tried doing ALL that you suggested. I had even had my password sent to me just in case I was mistyping that. Everything was correct, but it still didn't work.

    It took 8 hours from I sent the email to support for someone to respond. Finally, at 2:30 p.m. that afternoon, I got the manual unlock info and when I used that it worked. I realize your support team can't work all the time and I know you're in CA, I'm in FL. But don't you think this is something that you should jump right on during business hours? Especially during the first few days after release when you know there are going to be problems? There's nothing more frustrating than buying a game and wanting to play it and then finding there's a problem even though your money has been accepted. It's one thing if it's a problem with the customer's machine, but this wasn't my problem. It was yours.

    I had played the trial a few times while waiting for a response and it NEVER saved. My experience with the first Bone game which I bought through Yahoo! Games was that it *did* save when the trial expired and when I paid for it, I could just pick up where I left off. Of course, because of that experience, I expected the same thing to happen with this one. Instead, the trial of this "chapter" was for a piece of the game sort of in the middle and it didn't save. So, I had to do everything all over again. And the cowrace game was not easy for me to win so I was most frustrated about that part. At that point, I felt like shattering the monitor!

    Don't get me wrong, I like the game a lot. That's why I bought the second one. But surely there is a more efficient way to handle the unlock if you guys can't respond to emails for 8 hours? I'm a web developer and we've found ways to securely help people restore downloads for their clients. I know you're using Digital River to handle this for you but if it's this cumbersome, perhaps you should build your own system.

    Just my 2 cents worth.

    Siobhan

  • Thanks for the feedback, Siobhan. I'm glad you finally got your game working.

    [quote]It took 8 hours from I sent the email to support for someone to respond. Finally, at 2:30 p.m. that afternoon, I got the manual unlock info and when I used that it worked. I realize your support team can't work all the time and I know you're in CA, I'm in FL. But don't you think this is something that you should jump right on during business hours? Especially during the first few days after release when you know there are going to be problems? [/quote]

    We're doing everything we can to get the issues that come through support@telltalegames.com and this forum resolved as quickly as possible. I'm sorry it took eight hours from the time you sent the email for our customer service rep to get back to you, but I can assure you he did get the response out as quickly as he was able to... I was sitting right next to him at the time. :)


    [quote]I had played the trial a few times while waiting for a response and it NEVER saved. My experience with the first Bone game which I bought through Yahoo! Games was that it *did* save when the trial expired and when I paid for it, I could just pick up where I left off. Of course, because of that experience, I expected the same thing to happen with this one. Instead, the trial of this "chapter" was for a piece of the game sort of in the middle and it didn't save. [/quote]

    This is good feedback. I'll pass it along to the "powers that be" to consider for the next game. I had a lot of trouble with that cow race game the first time I played it, too, so I think I'd be in the same boat as you if I had to play it again after buying the full game!

    [quote]I know you're using Digital River to handle this for you but if it's this cumbersome, perhaps you should build your own system.[/quote]

    Believe me, we've considered it. ;)

    Once again, I'm sorry that you had a frustrating experience activating the game, and I'm glad it's been resolved. Thanks for the feedback.

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    Anonymous

    i'm having the exact same problem that the original poster had with act one - i tried putting in my order # & password, uninstalling it, etc. but it still says that i'm playing the demo though i bought the two pack on the 14th (GCR works fine, though). i emailed customer support for help sunday but have yet to hear from them. i really want to play the game but can't really do anything with it...

  • Steve, I emailed you back (through our support system), I think it was Monday. You didn't get that email?

    I'm going to send you the info in a PM.

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