"Retrieving Key" fails when launching registered game

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!

Ah, in fact I just launched it again right after posting that and it managed to retrieve my key! Hurrah!

[jp-30]

I'm having the same problem. Tried 4 or 5 times last night. Tried again this morning, no change.

I'm on dialup, no firewall, and get this error box.



The customer service link of the BONE splash page has no info / faq / 'contact for help' link.

I tried lowering all my security settings in IE, but the same problem reoccured. I've tried to retreive key via the checkout area, and via the 'customer service' pupup box. And I've disabled my virus checker (Norton AV). No difference.

Any ideas?

[Heatherlee]

If you cannot retireve a key when launching the game, please send an email to support@telltalegames.com and we should be able to set you up manually.

This will take a little longer than the key being retrieved automatically though.

Thanks!

[jp-30]

Thanks Heather. Email sent.

I am having the same sort of problem. I tried to order the game after the demo, on the Reminder Page. However it kept telling me "your basket is empty". So I gave up on that and ordered it directly from the web site. All went well with the download, but it did ask me to uninstall the previous version before continuing, which I did. After replaying the opening sequence, the game asks me for a "Registration Name" (I'm assuming that's just my name) and a "Key". I had received a confirmation e mail with my order number, but no mention of a KEY. My game never tried to automatically retrieve a Key. It expected me to have the info. I've e mailed everybody; Troy, support and Digital River. Would love to play the game. I've been following it for some time. Hope help arrives soon.

~Kim~

[apignarb]

Kim, I finally sorted out the same problem. I just noticed a red "CUSTOMER SERVICE" link at the top of the splash screen of the game. There you can enter your orderid and pwd. I was confused about that too.

[jp-30]

On the splash page that pops up before you start playing the game, there's a red [color=red]CUSTOMER SERVICE [/color] link in the top left corner.

If you click that, a box pops up where you can enter your order number and password, and select to 'reissue key'.

Have you tried getting the key / game authentictaed via that method (this is the point it breaks down for me, giving the error box posted above).

Edit: Oh. snap!

[jp-30]

I'm wondering if any of these advanced settings on the right need adding to?



I just tried ticking every single one of the existing ones (though the unticked msmsgs didn't stay ticked) and redialling in and still no change.

[apignarb]

Guess it wasn't that either then. Atleast we tried. You should revert the changes to what they were by the way, you don't want some schemy evil-doers reading that you just opened ports on your computer for them to have fun with.

[Heatherlee]

JP, have you sent an email to support@telltalegames.com?

Maybe I just don't recognize yoru real name.

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~

[jp-30]

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.

[jp-30]

JP, have you sent an email to support@telltalegames.com?

Maybe I just don't recognize yoru real name.

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

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

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!

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.

[color=blue]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 #.[/color]

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

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

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?

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.

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!!