I bought the game today & it downloaded & installed fine. I clicked on the icon & it told me my time has expired from the demo. Also asked if I had a serial #. II cant find a serial # on any purchase E-Mail sent when I bought the game or anywhere else for that matter? Not sure what to do???

If you bought from the JA Store then you should have received an Email from Plimus thanking you for your purchase. In this email about the 4th line down should read "Your License Key is:"   Use this Key when you start the game after clicking I have a Key button. You don't have to re download the game.

I bought Cold Winter Waiting several days ago. The first serial number and drop box link I received did not work so I opened a support ticket. A few days later I recieved two new serial numbers neither have worked... My support ticket has been open for four days and I have not receieved a response. This is the only place I could think to post to try to get some sort of response.

@Earthmachine
I'm really sorry you're having so much trouble.

I've called your problem to the attention of JA's head honcho. Hopefully some action will now be taken to straighten things out.

I also purchased this game and have tried to use my serial # given in the email.  It says it's INVALID.

I put in a helpdesk ticket today.  How long before I will get a reply?  This is my ONLY day off this week - was hoping to start a new game.

Any way to expedite this?

Sorry you've been having trouble, believr.

Helpdesk indicates that you've been sent a new serial number. If this is not the case, please post here again. I don't work on Helpdesk issues but I'll see what I can do.

I Purchased the game today and cant get it to run at all. Im not even given an opportunity to put in the key code. I double click the icon on my desktop, then confirm the action (Thanks Vista) and ...nothing happens. nothing. i've tried uninstalling and reinstalling with no difference. While I am hoping this is going to be resolved I am not confident. I am however very glad I used PayPal for the purchase. They dont tolerate any shenanegans. 

Notawiz, I've brought your problem to the attention of the appropriate parties.  

Originally Posted By Earthmachine (27 FEB 2012 2:18pm)

I bought Cold Winter Waiting several days ago. The first serial number and drop box link I received did not work so I opened a support ticket. A few days later I recieved two new serial numbers neither have worked... My support ticket has been open for four days and I have not receieved a response. This is the only place I could think to post to try to get some sort of response.

What is your support ticket number? 

Originally Posted By Notawiz (13 MAR 2012 7:34pm)

I Purchased the game today and cant get it to run at all. Im not even given an opportunity to put in the key code. I double click the icon on my desktop, then confirm the action (Thanks Vista) and ...nothing happens. nothing. i've tried uninstalling and reinstalling with no difference. While I am hoping this is going to be resolved I am not confident. I am however very glad I used PayPal for the purchase. They dont tolerate any shenanegans. 

Working on your ticket right now. Please log in and I will help you immediantly. 

Originally Posted By believr (13 MAR 2012 4:13pm)

I also purchased this game and have tried to use my serial # given in the email.  It says it's INVALID.

I put in a helpdesk ticket today.  How long before I will get a reply?  This is my ONLY day off this week - was hoping to start a new game.

Any way to expedite this?

I didn't get a reply for your ticket... Does that mean your good to go? If not please respond and I'll be online for a few more hours to assist you guys. Thanks

Originally Posted By Support (13 MAR 2012 8:37pm)

Originally Posted By Notawiz (13 MAR 2012 7:34pm)

I Purchased the game today and cant get it to run at all. Im not even given an opportunity to put in the key code. I double click the icon on my desktop, then confirm the action (Thanks Vista) and ...nothing happens. nothing. i've tried uninstalling and reinstalling with no difference. While I am hoping this is going to be resolved I am not confident. I am however very glad I used PayPal for the purchase. They dont tolerate any shenanegans. 

 

Working on your ticket right now. Please log in and I will help you immediantly. 

Sorry I missed you. I gave up and went to bed. NOTE: When I would download the trial version or the paid version my antivirus (Avast!) would popup and say the file could be dangerous. I would click on the "run anyway" button. I even went so far as to disable the antivirus, download the file, and run the file with no success. Risky business but I really want to play this game.

Originally Posted By Notawiz (14 MAR 2012 4:19am)

Originally Posted By Support (13 MAR 2012 8:37pm)

Originally Posted By Notawiz (13 MAR 2012 7:34pm)

I Purchased the game today and cant get it to run at all. Im not even given an opportunity to put in the key code. I double click the icon on my desktop, then confirm the action (Thanks Vista) and ...nothing happens. nothing. i've tried uninstalling and reinstalling with no difference. While I am hoping this is going to be resolved I am not confident. I am however very glad I used PayPal for the purchase. They dont tolerate any shenanegans. 

 

Working on your ticket right now. Please log in and I will help you immediantly. 

 

Sorry I missed you. I gave up and went to bed. NOTE: When I would download the trial version or the paid version my antivirus (Avast!) would popup and say the file could be dangerous. I would click on the "run anyway" button. I even went so far as to disable the antivirus, download the file, and run the file with no success. Risky business but I really want to play this game.

 

 

Here are the steps I have taken per the instructions from the help desk #141. I uninstalled the game from my system. I disabled my Avast! shields for an hour. I used the email link to download my purchased game and saved the downloaded the file. I then ran the .exe and installed the installer, then went through the prompts to install the game. It said the game was successfully installed and it created a shortcut on my desktop and another on the task bar. I brought up the Avast! main screen, then settings, then exclusions. I clicked on browse and went to the program files\corrosion\cold winter waiting folder and checked the box. This is the file it is excluding C:\Program Files\Corrosion- Cold Winter Waiting\*. I believe the asterisk to be a modifier that covers everything in that folder, but in case I was wrong I also went to the shortcut properties and copied the target file and pasted it in the Avast! exclusions. This includes the actual .exe file. "C:\Program Files\Corrosion- Cold Winter Waiting\corrosion_pc_en_us.exe". Closed out of Avast! and took a deep breath. With my antivirus still disabled (and while holding my breath) I clicked on the game shortcut. Windows Vista user account control asked if I started this program and I clicked yes. Then nothing.. a milisecond of a wait icon and then ..nothing. This might have been a little wordy but I wanted to make sure you knew that I followed the instructions and maybe you could indentify anything I might have missed. The only other observation that I have is that it doesn't seem to take the installer very long to install the actual game. It takes longer to download and install the installer than it does for the actual game to be installed.  

I am getting discouraged And I hope the ingame puzzles are easier than this.

Originally Posted By Notawiz (14 MAR 2012 3:22pm)

Originally Posted By Notawiz (14 MAR 2012 4:19am)

Originally Posted By Support (13 MAR 2012 8:37pm)

Originally Posted By Notawiz (13 MAR 2012 7:34pm)

I Purchased the game today and cant get it to run at all. Im not even given an opportunity to put in the key code. I double click the icon on my desktop, then confirm the action (Thanks Vista) and ...nothing happens. nothing. i've tried uninstalling and reinstalling with no difference. While I am hoping this is going to be resolved I am not confident. I am however very glad I used PayPal for the purchase. They dont tolerate any shenanegans. 

 

Working on your ticket right now. Please log in and I will help you immediantly. 

 

Sorry I missed you. I gave up and went to bed. NOTE: When I would download the trial version or the paid version my antivirus (Avast!) would popup and say the file could be dangerous. I would click on the "run anyway" button. I even went so far as to disable the antivirus, download the file, and run the file with no success. Risky business but I really want to play this game.

 

 

Here are the steps I have taken per the instructions from the help desk #141. I uninstalled the game from my system. I disabled my Avast! shields for an hour. I used the email link to download my purchased game and saved the downloaded the file. I then ran the .exe and installed the installer, then went through the prompts to install the game. It said the game was successfully installed and it created a shortcut on my desktop and another on the task bar. I brought up the Avast! main screen, then settings, then exclusions. I clicked on browse and went to the program files\corrosion\cold winter waiting folder and checked the box. This is the file it is excluding C:\Program Files\Corrosion- Cold Winter Waiting\*. I believe the asterisk to be a modifier that covers everything in that folder, but in case I was wrong I also went to the shortcut properties and copied the target file and pasted it in the Avast! exclusions. This includes the actual .exe file. "C:\Program Files\Corrosion- Cold Winter Waiting\corrosion_pc_en_us.exe". Closed out of Avast! and took a deep breath. With my antivirus still disabled (and while holding my breath) I clicked on the game shortcut. Windows Vista user account control asked if I started this program and I clicked yes. Then nothing.. a milisecond of a wait icon and then ..nothing. This might have been a little wordy but I wanted to make sure you knew that I followed the instructions and maybe you could indentify anything I might have missed. The only other observation that I have is that it doesn't seem to take the installer very long to install the actual game. It takes longer to download and install the installer than it does for the actual game to be installed.  

I am getting discouraged And I hope the ingame puzzles are easier than this.

 

Support Ticket updated plesae refer back to it. Thanks so much. 

Originally Posted By Support (14 MAR 2012 3:36pm)

Originally Posted By Notawiz (14 MAR 2012 3:22pm)

Originally Posted By Notawiz (14 MAR 2012 4:19am)

Originally Posted By Support (13 MAR 2012 8:37pm)

Originally Posted By Notawiz (13 MAR 2012 7:34pm)

I Purchased the game today and cant get it to run at all. Im not even given an opportunity to put in the key code. I double click the icon on my desktop, then confirm the action (Thanks Vista) and ...nothing happens. nothing. i've tried uninstalling and reinstalling with no difference. While I am hoping this is going to be resolved I am not confident. I am however very glad I used PayPal for the purchase. They dont tolerate any shenanegans. 

 

Working on your ticket right now. Please log in and I will help you immediantly. 

 

Sorry I missed you. I gave up and went to bed. NOTE: When I would download the trial version or the paid version my antivirus (Avast!) would popup and say the file could be dangerous. I would click on the "run anyway" button. I even went so far as to disable the antivirus, download the file, and run the file with no success. Risky business but I really want to play this game.

 

 

Here are the steps I have taken per the instructions from the help desk #141. I uninstalled the game from my system. I disabled my Avast! shields for an hour. I used the email link to download my purchased game and saved the downloaded the file. I then ran the .exe and installed the installer, then went through the prompts to install the game. It said the game was successfully installed and it created a shortcut on my desktop and another on the task bar. I brought up the Avast! main screen, then settings, then exclusions. I clicked on browse and went to the program files\corrosion\cold winter waiting folder and checked the box. This is the file it is excluding C:\Program Files\Corrosion- Cold Winter Waiting\*. I believe the asterisk to be a modifier that covers everything in that folder, but in case I was wrong I also went to the shortcut properties and copied the target file and pasted it in the Avast! exclusions. This includes the actual .exe file. "C:\Program Files\Corrosion- Cold Winter Waiting\corrosion_pc_en_us.exe". Closed out of Avast! and took a deep breath. With my antivirus still disabled (and while holding my breath) I clicked on the game shortcut. Windows Vista user account control asked if I started this program and I clicked yes. Then nothing.. a milisecond of a wait icon and then ..nothing. This might have been a little wordy but I wanted to make sure you knew that I followed the instructions and maybe you could indentify anything I might have missed. The only other observation that I have is that it doesn't seem to take the installer very long to install the actual game. It takes longer to download and install the installer than it does for the actual game to be installed.  

I am getting discouraged And I hope the ingame puzzles are easier than this.

 

 

Support Ticket updated plesae refer back to it. Thanks so much. 

I give up. I was told the help desk wanted to look into my computer and they were waiting for my reply. I replied with 35 minutes and waited. and like the desperate  moron I am I kept waiting for a response. watching ...waiting...watching ...waiting. I give up can I get  refund please

Just so every is aware we only handle support through the helpdesk system (www.JustAdventure.com/support), We ask that you please be patient and allow us 24 hours (excluding holidays and weekends) to respond to your ticket. We normaly don't take that long, but sometimes it can take up to 24 hours. 

Originally Posted By Support (14 MAR 2012 9:45pm)

Just so every is aware we only handle support through the helpdesk system (www.JustAdventure.com/support), We ask that you please be patient and allow us 24 hours (excluding holidays and weekends) to respond to your ticket. We normaly don't take that long, but sometimes it can take up to 24 hours. 

Technical Help3 topics

Come here for technical help if your Adventure Games won't run.

This is the header we see for this forum. You can understand the confusion.

Originally Posted By Notawiz (15 MAR 2012 4:38am)

Originally Posted By Support (14 MAR 2012 9:45pm)

Just so every is aware we only handle support through the helpdesk system (www.JustAdventure.com/support), We ask that you please be patient and allow us 24 hours (excluding holidays and weekends) to respond to your ticket. We normaly don't take that long, but sometimes it can take up to 24 hours. 

 

Technical Help3 topics

Come here for technical help if your Adventure Games won't run.

 

This is the header we see for this forum. You can understand the confusion.

No confusion at all this is where members help other members. If your seeking help from staff then it's helpdesk and if your wanting other things there are other places on the site for that. Thanks

Originally Posted By Notawiz (14 MAR 2012 5:27pm)

Originally Posted By Support (14 MAR 2012 3:36pm)

Originally Posted By Notawiz (14 MAR 2012 3:22pm)

Originally Posted By Notawiz (14 MAR 2012 4:19am)

Originally Posted By Support (13 MAR 2012 8:37pm)

Originally Posted By Notawiz (13 MAR 2012 7:34pm)

I Purchased the game today and cant get it to run at all. Im not even given an opportunity to put in the key code. I double click the icon on my desktop, then confirm the action (Thanks Vista) and ...nothing happens. nothing. i've tried uninstalling and reinstalling with no difference. While I am hoping this is going to be resolved I am not confident. I am however very glad I used PayPal for the purchase. They dont tolerate any shenanegans. 

 

Working on your ticket right now. Please log in and I will help you immediantly. 

 

Sorry I missed you. I gave up and went to bed. NOTE: When I would download the trial version or the paid version my antivirus (Avast!) would popup and say the file could be dangerous. I would click on the "run anyway" button. I even went so far as to disable the antivirus, download the file, and run the file with no success. Risky business but I really want to play this game.

 

 

Here are the steps I have taken per the instructions from the help desk #141. I uninstalled the game from my system. I disabled my Avast! shields for an hour. I used the email link to download my purchased game and saved the downloaded the file. I then ran the .exe and installed the installer, then went through the prompts to install the game. It said the game was successfully installed and it created a shortcut on my desktop and another on the task bar. I brought up the Avast! main screen, then settings, then exclusions. I clicked on browse and went to the program files\corrosion\cold winter waiting folder and checked the box. This is the file it is excluding C:\Program Files\Corrosion- Cold Winter Waiting\*. I believe the asterisk to be a modifier that covers everything in that folder, but in case I was wrong I also went to the shortcut properties and copied the target file and pasted it in the Avast! exclusions. This includes the actual .exe file. "C:\Program Files\Corrosion- Cold Winter Waiting\corrosion_pc_en_us.exe". Closed out of Avast! and took a deep breath. With my antivirus still disabled (and while holding my breath) I clicked on the game shortcut. Windows Vista user account control asked if I started this program and I clicked yes. Then nothing.. a milisecond of a wait icon and then ..nothing. This might have been a little wordy but I wanted to make sure you knew that I followed the instructions and maybe you could indentify anything I might have missed. The only other observation that I have is that it doesn't seem to take the installer very long to install the actual game. It takes longer to download and install the installer than it does for the actual game to be installed.  

I am getting discouraged And I hope the ingame puzzles are easier than this.

 

 

Support Ticket updated plesae refer back to it. Thanks so much. 

I give up. I was told the help desk wanted to look into my computer and they were waiting for my reply. I replied with 35 minutes and waited. and like the desperate  moron I am I kept waiting for a response. watching ...waiting...watching ...waiting. I give up can I get  refund please

 

 

Thanks to Tad in technical support for the patience and care he has for the Just Adventure customers. With his expertise we were able to install and play the game in spite of windows Vista and my Avast! antivirus program. My difficulty was mainly due to TWO issues not just one so that when I tried one solution the other was still preventing the game from running. I guess a very small amount of computers running Vista have an issue that has yet to be nailed down. They are working to find and correct or bypass the issue. The Avast! issue was the way it was handling the "Sandbox". If a program looks suspicious to Avast! it will place it in the Sandbox automatically so it doesn't  infect the rest of your computer. "Automatically" is the culprit here. I opened Avast!, clicked on Sandbox in the list on the left side of the window. This displays some options for sandbox on the right side. Use the dropdown to select ASK instead of Auto. click OK or save or whatever. Then when you run the program it will ask you if you want to run the program "normally" . Before you click on "normally" be sure to check the box to "always do this for this program" then run the program normally and it will work. ..maybe. But atleast it won't be your antivirus stopping it from working.

Thanks again to Tad for all the help.   

Notawiz, I'm happy to hear that your problems have been solved. I hope you enjoy playing Corrosion!

I haven't tried to d/l a game from JA yet, but I do run Avast and it's good to know about its potential for interference. Thanks for the tip about Sandbox.

Notawiz,

    I truly am touched that you were so happy oyu posted here. Thanks so much for the shout out. That was so super nice of you. I do care, sometimes I get backed up because support isn't my only duty here, but seriously Thanks sir. Very kind of you. 

Tad

Hi Tad,

Sounds like you're really busy!  I have the same "Serial Number is invalid" message.  I opened a case last week (ID:151).  Can you help get this resolved?  I would really like to play the game this weekend or get a refund and purchase it from the other site instead.

Thanks,

Stella

Hi Stella,

I've just had a look at your Helpdesk ticket (opened 18 March 2012) and it appears that Support asked you a question on 19 March 2012 and is awaiting an answer.

The best way to get help is through the Helpdesk. Posting in the forums could get you help eventually, but action is taken on Helpdesk issues within 24-48 hours.

Follow-ups on tickets that are currently open should be done via the Helpdesk as well.

Hi Karla,

The following is a copy of the email I received from JA Tech Support on 3/18 and I am not aware of any follow-up emails other than this one.  I posted this issue in the forum as a last resort after trying to get this resolved via the ONLY channel available (based on the other postings, I'm not the first customer to do so).  When I replied to the email below, I got an automated reponse from support@matrixgames.com telling me the email address I replied back to is "not monitored".  I don't know what else to do since there is NO other avenue to get this escalated (and resolved).  Asking customers to open a case to get a status on an existing case doesn't make sense and is a waste of time - Including a contact email (to a REAL person) in this type of email DOES makes sense and would provide a better customer experience and faster resolution.  I understand this is a new business model for JA but unless there's better customer support, I don't see this successfully competing with other game purchasing sites.

[size= 9pt]Thank you .

[size= 9pt]We have received your issue and we will work on it as soon as possible.

[size= 9pt] 

[size= 9pt]Please note, you can update your support issues at the following URL:
http://www.justadventure.com/support/issues.asp

[size= 9pt]To check the status of your issue, please visit the folowing URL:
http://www.justadventure.com/support/issue.asp?id=151

[size= 9pt]
Your Issue ID is: 151
Your Issue Title is : Helpdesk / Member Login Assistance
Your Issue Category is :

[size= 9pt]
Regards
Just Adventure Support

Btw, What IS the process to get a refund?

Originally Posted By Stella Artois (24 MAR 2012 11:54am)

Hi Karla,

 

The following is a copy of the email I received from JA Tech Support on 3/18 and I am not aware of any follow-up emails other than this one.  I posted this issue in the forum as a last resort after trying to get this resolved via the ONLY channel available (based on the other postings, I'm not the first customer to do so).  When I replied to the email below, I got an automated reponse from support@matrixgames.com telling me the email address I replied back to is "not monitored".  I don't know what else to do since there is NO other avenue to get this escalated (and resolved).  Asking customers to open a case to get a status on an existing case doesn't make sense and is a waste of time - Including a contact email (to a REAL person) in this type of email DOES makes sense and would provide a better customer experience and faster resolution.  I understand this is a new business model for JA but unless there's better customer support, I don't see this successfully competing with other game purchasing sites.

 

 

[size= 9pt]Thank you .

[size= 9pt]We have received your issue and we will work on it as soon as possible.

[size= 9pt] 

[size= 9pt]Please note, you can update your support issues at the following URL:
http://www.justadventure.com/support/issues.asp

[size= 9pt]To check the status of your issue, please visit the folowing URL:
http://www.justadventure.com/support/issue.asp?id=151

[size= 9pt]
Your Issue ID is: 151
Your Issue Title is : Helpdesk / Member Login Assistance
Your Issue Category is :

[size= 9pt]
Regards
Just Adventure Support

 

Btw, What IS the process to get a refund?

Hey Stella,

Please check your PMs. I've just sent you one concerning this situation.

Thanks,

Karla