Welcome to the Skunk Studios� - Support Center

How do I download your games:

Below are the step to follow so you can be playing your game in no time.

1) Go to the game page and click to download the free trial version of the game. Do this by clicking on "Download" button next to the appropriate version of the game you require.

2) After clicking the "Download" button, you'll be asked to login. Enter your information and click the "Login" button. (if you aren't a member, sign up and start at step 1)

3) Then a window should pop up asking if you'd like to Save or Open this file. Click on “Save” at this point another window will open to ask where you'd like to download the file. Please note where this file is going. You'll need to find it after the download is complete. Next, click “Save” again.

4) Find the file you've just downloaded and click on it to begin installation.

5) The program will automatically guide you through the steps of installation. After this is complete, you can start your game by clicking on it's icon on your desktop.

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How do I buy a game?

Just click on the Buy button (Win/Mac/Real) on our website to begin the ordering process. If you have already downloaded and installed the trial version of the game, enter the License Name and License Code we email you into the game to unlock the full version of the game. . If you haven't already downloaded the trial version, you can do so after you purchased the game and then enter a registration key or unlock code email you into the game to unlock the full version of the game. (some registration information is case-sensitive so be sure to enter it precisely how it was presented to you)

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Game Errors

The screen goes blank and the product does not run or it crashes

This problem is often caused by incompatibilities between your computer’s graphics system and the product you are trying to use.

Perform the following steps to troubleshoot your issue:
1. Make sure that you have the most current video card drivers installed for your system. To find the most current video card drivers, try running Windows Update which can be found under your "START" menu, or under "START > All Programs".

2. Ensure you have the most current version of DirectX installed on your system. To get the most current version of DirectX, click on this link and follow the on-screen instructions.

When you are prompted to SAVE/OPEN the file, choose open and proceed through the installation.

3. Reboot your computer.

4. Make sure you are connected to the Internet

5. Run your product again

If the above steps don’t resolve your issue, your computer may not have the correct configuration to run the product. The amount of memory, hard disk space or operating system you are running may prevent you from using your product correctly. Please check the system requirements for your game on the particular game page of our website and compare this to your current configuration.

I get an error message that says the product is a trojan horse or contains a virus

Some anti virus or personal firewall applications incorrectly identify our games as viruses and disrupt or block the software from running. Please be assured that games that come from us or our partners are virus free. To avoid this issue you have 3 things to try:

Option A:
If you update your version of your virus protection program you will find that this problem no longer occurs. You can update your virus protection program from the manufacturer’s website. If you have removed the game from your computer, simply re-download it again from our website and it should work fine.

Option B:
TEMPORARILY DISABLE YOUR PERSONAL FIREWALL until you have downloaded, installed, and activated your purchase.

Please Note: If you're evaluating the free trial version and you see a blank page or error message in the ActiveMark browser when you open or close the game, your personal firewall product is the most likely cause. You will need to temporarily disable your personal firewall to see the "play now"/"buy now" page.

***We strongly recommend that you re-enable your anti-virus software after purchasing a game (or as soon as possible). We must also remind you that disabling your anti-virus software is done at your own discretion, and Big Fish Games specifically disclaims any liability or claims for damage arising from your decision to disable this program.***

Option C:
Please be assured that games that come from us or our partners are virus free. IF YOUR ANTIVIRUS SOFTWARE DETECTS THE PRODUCT AS A VIRUS OR TROJAN (only some anti virus products exhibit this behavior) SET AN EXCLUSION FOR THE FOLDERS CONTAINING YOUR GAME.

To Mark the files or folders containing downloaded games as safe, refer to your anti virus/personal firewall product manual or help page for instructions on setting exclusions.

I am being asked to insert a CD to use the Product

If the computer is asking you for Disk 2 then it simply means that your game download was interrupted and was incomplete; your computer is simply looking for the missing information. You will need to throw away your last download of the game and just re-download and reinstall the game again from our Big Fish Games website. As long as your download was not interrupted again then you should not have the problem with that game again.

I see a white window or screen when I launch my product.

If you are unable to see the content of the first page when launching your downloadable product this is typically caused by personal firewall software or by "Internet Zone" security settings that are set too high. Please perform the following steps to resolve the issue.

1) Uninstall the trial using Add/Remove Programs located in your Control Panel

2) Delete the installation directory for your product located here:
"C:\Program Files\[Publisher Name]\[Product title]"

3) Delete the product's installation file located in C:\Downloads or wherever you decided to save the file when you first downloaded it.

4) Open the Internet Options applet located in your Control Panel and
a) Adjust your "Auto-detection" settings: click on the "Connections" tab, then click LAN settings and clear any checkmark next to "Auto detect settings". (If you have a Proxy configured here, the program will not function properly. Try connecting directly to the Internet and not a proxy server.)
b) On the "General" tab: click "Settings" for "Temporary Internet Files" and change "Check for newer versions of stored pages" to "Every visit to the page" and click OK.
c) Next, select "Delete Files" for Temporary Internet Files and check "Delete all offline content" and click OK.
d) On the "Security" tab, change your "Internet Zone" settings to "Medium".
e) On the "Privacy" tab, change your settings to "Medium".
f) After making these changes, click OK to close the Internet Options dialog box.

5) RESTART the computer.

6) Update your Microsoft operating system by visiting http://windowsupdate.microsoft.com and following the on-screen instructions. Be sure to restart the system after installing updates. You may need to run Windows Update repeatedly to get all applicable updates for your system.

7) Use the link from your email receipt to restart the download and begin installation.

*** If the URL in your email receipt appears on more than one line, make sure you copy the entire value into the address bar of your web browser when attempting to download. ***

8) Try starting the software and you should see a screen displaying HTML content that indicates it is "finalizing installation". If you still cannot see this page, close the software and double check for currently installed and activated personal firewall products. Temporarily disable the firewall and try launching the software again. Once you can see content in the browser, the activation process should proceed normally.

***Big Fish Games strongly recommends that you re-enable your personal firewall software afterward! We must also remind you that disabling your personal firewall software is done at your own discretion, and Big Fish Games specifically disclaims any liability or claims for damage arising from your decision to disable the software.***

If you are still unable to activate your license or launch your product using the steps above, you can download, install, and activate your product using its free trial. Uninstall any currently installed version of the product using the add/remove programs feature on your control panel before proceeding.

Go to Start Menu->
Control Panel or Start Menu->
Settings->
Control Panel->
Add/Remove Programs

Once installation of the free trial is finished, open or close the free trial until you see the 'buy now' page. Click on the "Already Paid" link and enter your activation code and the email address you provided at the time of purchase. Click Renew and the free trial will unlock the full version.

 

I have changed my data execution prevention settings and my game will not run.

If you have Windows XP Service Pack 2 (SP2) AND you have changed your Data Execution Prevention (DEP) settings, you may experience problems running or starting your game. (If you have NOT changed your default DEP settings before, there is no need to read on as this does not apply to you). The DEP for SP2 is, by default, turned on only for "essential Windows programs and services only". However, if you have changed this to "All programs and services"(Always On) you may have a problem running or starting your game. You will need to turn this feature back to the default ("Windows programs and services only") to run your game. If you have the processor supported DEP, you may also choose to turn it off completely (Always Off).

 

How do I uninstall or reinstall my product?

Sometimes, you will need to re-download and reinstall your product to use it again generally this occurs when you reformat your computer or you encounter a significant error.

To re-download and reinstall your product, follow these steps:

1. Uninstall the product if it is currently installed on your computer

1. Go to your START Menu and select Control Panel
2. Choose "Add / Remove Products"
3. Locate the Product you wish to remove
4. Click the "Uninstall/Remove" button

2. Click on "Download " button on the game page to download the trial version of the game (you can unlock the game if you need to by using your activation codes we have emailed you when you purchased the game.)

3. When prompted to SAVE or OPEN, choose SAVE

4. Save the product to your desktop

5. Once the download is complete, double click on the icon on your desktop for the product.

6. Follow the installation instructions

7. When the installation is complete, run the product by choosing it under "START > Programs" or "START > All Programs"

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Purchase and Credit Card Problems:

I do not want to use my credit card online - how else can I purchase the game?

For PayPal purchasing instructions- Click here
Check or money order purchasing instructions- Click here

My credit card is being rejected

There are 3 possible reasons why your credit card is being declined:

1. You may be trying to use a card we do not accept. We accept Visa, American Express, MasterCard, Discover, Visa Check Card, Eurocard and MasterMoney.

2. Your address or name does not match the address or name on file for that card or your card has been blocked in our system because of suspected fraud. To correct this issue, please re-enter your credit card billing address and name exactly as it appears on your billing statement. If you believe that your card has been blocked because of suspected fraud, please contact our customer support department providing us with the first four and last four digits of your card number as well as the email address you are attempting to use for your purchase and we will be happy to assist you further. Please contact the credit card vendor (RegNow) directly here with all credit card/payment issues.

3. You have insufficient credit to cover the cost of the purchase. If this is the issue, please contact your bank directly to resolve the issue and try again.

Return to the top   Did this answer your question? If not, you can email our support team from here.

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I Didn't Receive My Email Receipt:

Please understand that the receipt containing the activation code and record of the sale is automatically sent to the email address that you provide at the time of purchase. Be sure your junk mail filter is not too sensitive and that your web server and your own email settings are not blocking messages from Skunk Studios or RegNow. If you do not receive your receipt immediately after purchase, submit a request that your receipt email is resent to you. You can do so here.

Special Note To AOL and HOTMAIL Users

AOL and HOTMAIL may block emails we send to AOL or Hotmail accounts. If you are an AOL or Hotmail email user and have purchased a game from us, you can request your game information by sending a request here.

Return to the top   Did this answer your question? If not, you can email our support team from here.

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Registration and Unlocking Problems:

My License Code doesn't work

If you have lost your game and re-downloaded it from our website, you may find that your License Code will not unlock the game. There can be several reasons for this:

1. Be sure that you purchased your game directly from Skunk Studios and not from one of our resellers.

2. Some of our older games require a "player email" (email address used when purchasing the game) and an "unlock key." This information was case-sensitive and must be enter precisely how it was presented. The "player email" must be all lower-case characters and the "unlock key" must be all upper-case characters.

3. Our newer games require that you download use your "License Name" and "License Code."

If you purchased your game through the RealArcade, please click here to contact their customer service and they will retrieve your registration information.

If you purchased a non-skunk original game, either Mac or PC, click here to contact the Gamehouse.com's customer service to retrieve your registration information.

I have LOST/DELETED my game, how do I get it back?

If you've lost or deleted the game that you've PURCHASED, please find your game here in our alphabetical listing and go to that game's product page where there is a "Download" link.

1. Once you have downloaded and installed the game, launch your product. You should be prompted with an unlock screen for you to re-enter your unlock information. If you don't see this screen when you run or exit the product, your product is already registered and you are done.

2. If the game asks for a Player Email and Unlock code, enter your email address (as entered in your original purchase) into the email field. If you have lost your Player Email and Unlock Code, can retrieve them by clicking here.

4. If the game asks for your License Name and License Code, copy the License Name from the receipt email by highlighting it with your mouse, then RIGHT-CLICK and choose Copy. If you need your license information resent to you, click here to request your registration information.

5. Now, click in the field that says “License Code”. Right click with your mouse and choose Paste. Your code should paste directly into the field.

6. Once the information is entered, click the "Unlock" button and viola!

7. Within a few seconds you will get a “Congratulations” sound/response on your screen and your registration has been renewed and you can use your product normally.

How do I install my product on another computer?

You can install your product on one, three, or a total of five computers that you own, depending on the publisher of your product. To perform this installation, follow these instructions:

1. You must have Internet Access on the destination computer for this process to work.

2. If you DO NOT have the software currently installed on your machine, you can download it by clicking on the "Download Now" button on the game page.

3. When prompted, choose SAVE

4. Save the product to your desktop

5. Double-Click on the Product on your desktop

6. Complete the Installation

7. Once the product is installed, run it from your "START > Programs menu"

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Online Games:

Online Game Problems

You have several options that may help you play our online games:

1. Please make sure you do not have any Pop Up blocker software installed or running on your computer.

2. Make sure that you have your "cookies" activated in the Internet Options in your web browser.

3. Download the latest version of Shockwave. It is a free download from here:

4. Make sure that your Java is enabled in the Internet Options of your web browser.

5. Try using Netscape instead of Internet Explorer for your Internet Browser, or vice versa.

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Newsletter Help:

How do I UNSUBSCRIBE from the Skunk Studios Newsletter
We adhere strictly to our privacy policy, which ensures that NO information we ever collect from our customers will be given out to third parties. If you'd still like to unsubscribe, to do so, click here.

I have unsubscribed from the newsletter, but I am still getting them
If you are still receiving our newsletter and have unsubscribed, then there is probably a different email address that forwards to your account that needs to be unsubscribed also. Unsubscribe that address to completely remove your name from our mailing list.

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If you have a problem that is not answered by any of the above, please submit a report on our Customer Support Form. All E-mail will be promptly answered within 0-72 hours.

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