bfgBaikal
Moderator
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8,624 Posts

Post any Shattered Minds: Encore technical issues here only

[Post New]by bfgBaikal on Jul 1, 12 12:36 AM
If you are having problems getting the game to work correctly, we highly recommend going to our Help pages. Using our Help pages is always the quickest way to get technical problems resolved. Here are a few suggested articles that have helped many people correct these types of problems in the past:

Game Crashing, Freezing, or Blank Screen

Game Compatibility

While we can offer a known solution for technical issues in the Forums, or other tech savvy pond residents can swim by with good tips and suggestions, we cannot provide the same excellent level of support provided by our Customer Support team.

The Forums are not very well suited for the kinds of information gathering and troubleshooting that get these types of issues corrected quickly.

If there is a problem with the game, our Support Team can also gather necessary information on what types of computers are being affected by the problem and deliver this information to the developer for a fix.

If you are not able to get a game working properly using our Help pages, please get in touch with our Customer Support team, you can find a link to contact our Support team on the front page of our Help pages.

*Please reserve this thread for tech issues only. If you are seeking game play assistance (i.e. hints and tips), the best thing to do is to start a new thread in the game's Forum by clicking on 'Create New Discussion.'

 
weyrelady
Seahorse
Seahorse
28 Posts

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by weyrelady on Jul 1, 12 4:06 AM
I do not have widescreen and,when I played the sample game the sceen was full screen, no problems. I bought the game and the extra megs were downloaded but now i have widescreen with black bars top and bottom even though the regular screen is ticked, and the widescreen button is unavailable. The result is that I cant see all the game. I ticked the windowed mode but get the same effect. Is anyone else having this problem. ( for example, I lost halve the pig in the kitchen tent ).
Im sure its a game glitch as I just finished the Flux Family game and my screen was normal then.

 
bfgBaikal
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8,624 Posts

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by bfgBaikal on Jul 1, 12 8:42 AM
Hi weyrelady,

As different machines handle and display games in different ways, some adjustments may be required to help with display issues.

I would encourage you to have a look at the following help article which will give you tips on how to improve the way your game is displayed:

Screen Resolution

If you would like some more help with this we are happy to provide it, please contact Tech Support for further assistance by clicking on the green to the right of the page.

Hope this helps!

bfgBaikal

 
JulieJay
Pufferfish
Pufferfish
1,401 Posts

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by JulieJay on Jul 1, 12 10:00 AM
I was wondering why I didn't buy the prequel, Shattered Minds: Masquerade, so downloaded that one first. I remembered as soon as I started playing why I didn't buy - it ran very slowly and sort of juttered along. I decided to demo this one anyway and strangely enough I'm having the same problem.

As I've just purchased a few games which ran perfectly fine in the demo I'm not keen on changing any of my settings just in case it messes something up for playing those games.

 
lisablue4369
Flounder
Flounder
2,105 Posts

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by lisablue4369 on Jul 2, 12 5:52 AM
on this game, everytime i go to click ona object that is on the ground, it reboots the computer. do you know why it does this?----lisa

 
bfgMonongahela
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Moderator
4,448 Posts

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by bfgMonongahela on Jul 2, 12 9:19 AM
Hi Lisa,

I'm sorry this game is giving you so much trouble!

First, I'd try the suggestions in the help article I'm linking below as we find they help a lot of customers that have issues with their game crashing like that.

Game Crashing, Freezing, or Blank Screen

But if you try those and the game is still not working correctly, please get in touch with our Tech Support team so they can take a look at everything and see how best to get this resolved for you.

You can contact them by clicking on the green envelope on the right to get to our Help pages. From there, click "Contact Us" on the left of that screen to submit a support ticket.

If you're a Big Fish Game Club member, you can also connect to Live Chat Support Monday-Friday 7:30am-4:30pm PST.

Thank you!



bfgMonongahela

 

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by Alexaanavid on Jul 2, 12 11:18 AM
I am having trouble with the computer crashing every time I put the eyes in the doll. I left that area and tried to continue in a different area and it crashed again when I put the fleur dis lis in the gate area. Frustrated....

 
bfgCimarron
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Moderator
1,902 Posts

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by bfgCimarron on Jul 2, 12 2:34 PM
Hi Alexaanavid,

I'm sorry this game is being so frustrating. If the help article bfgMonongahela suggested above didn't do the trick, I've found sometimes Runing the game as Administrator can help prevent it from crashing. If you click the blue text it will take you to more information on how to do this.

However, if the game is still giving you trouble after trying all this, I would definitely get in contact with our Customer Support. They have the tools and resources to be able to take a closer look to help out with this.

How to get in contact with Customer Support



bfgCimarron

 

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by angel4allanimals on Jul 2, 12 9:59 PM
Whenever I try to start the game, my computer goes to a blue screen with an error message and codes. It's the blue screen of death as people call it. What are earth is wrong??

 
bfgMonongahela
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Moderator
4,448 Posts

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by bfgMonongahela on Jul 3, 12 9:38 AM
Hi angel4allanimals,

The blue screen is definitely not something you want to see.

Please get in touch with our Tech Support team so they can see what's going on. The first thing they'll ask for is a Dr. Felix Report, which is our diagnostic tool that will help them see how the game is running on your computer. You can read more about how to send that info to them in the post we've created here.

Thank you!



bfgMonongahela

 
read61
Salmon
Salmon
2,704 Posts

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by read61 on Jul 7, 12 9:03 AM
I cannot even download the demo, error code 772, never had that before
Will try later but not very optimistic........

 
bfgMonongahela
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4,448 Posts

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by bfgMonongahela on Jul 8, 12 2:13 PM
Hi read61,

I'm sorry to hear you're having trouble installing this game.

I did some checking on that error code you received, and it looks like another program might be interfering with that download. Our Tech Support team can go through some troubleshooting steps you can take to get everything straightened out. Please get in touch with them by clicking on the green envelope on the right to get to our Help pages. From there, click "Contact Us" on the left of that screen to submit a support ticket.

If you're a Big Fish Game Club member, you can also connect to Live Chat Support Monday-Friday 7:30am-4:30pm PST.

Good luck!



bfgMonongahela

 

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by KmBiso on Jul 9, 12 3:50 PM
My friend's game keeps crashing but she refuses to ask for help so here I am. I went through the crashing etc. in the FAQ but that doesn't seem to be her problem. Her's keeps crashing at the gate with the bicycle, no errors or anything and we checked google, didn't get much help. Any suggestions?

 
bfgMonongahela
Moderator
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4,448 Posts

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by bfgMonongahela on Jul 10, 12 9:55 AM
Hi KmBiso and welcome the Forums,

Thanks for checking in and going through the troubleshooting steps in our Game Crashing article.

The next thing to do is run a Dr. Felix Report, which will collect information about her computer and how the game is running on that particular system. You can send that information in to our Tech Specialists and they'll be able to work directly with you to get this issue resolved.

You can read more about sending in that information in the post we have here, or click the other blue text above to read about the Dr. Felix.

Thanks again!



bfgMonongahela


 
cirig
Jellyfish
Jellyfish
15 Posts

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by cirig on Jul 17, 12 10:37 PM
Just wanted to compliment BFG on having a moderator respond to each tech question. I don't know when you started doing this, but it's great! Unfortunately, my Mac version of the demo keeps crashing 40 minutes in and I've gone through the troubleshooting steps in the Game Crashing article to no avail. I may or may not continue by contacting the tech specialists as suggested (I don't have a huge amount of time to keep pursuing this) , but I do appreciate having the suggestions so easily at hand.

 
bfgSeine
Moderator
Moderator
5,158 Posts

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by bfgSeine on Jul 18, 12 2:16 PM
Hi cirig,

I'm sorry to hear that's happening. Since it sounds like you've already tried consulting our help article, I do recommend sending our Tech Support team an email to let them know that's happening. They can look for a solution, and you can email them back at your convenience if their initial recommendations aren't helping. Letting them know which steps you've tried and didn't work will help them determine what to try next. I definitely would like to see you be able to play the game!

I hope that helps,

bfgSeine

Edited on 07/20/2012 at 2:55:23 PM PST


 
TheRealDragon
Squid
Squid
65 Posts

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by TheRealDragon on Aug 13, 12 5:06 PM
For me, it works, but runs so painfully slow that it's not worth playing.

 

run time error (possible spoilers past bridge with gargoyles)

[Post New]by distantsmoke on Aug 24, 12 6:36 PM
Everything was fine at first. I've gotten over the bridge past the gargoyles and am doing stuff in the alley. I had just finished ( for now at least) inside the ventriloquist's basement (used tesla coil and wire clamp to get there).

Then I went back across the bridge to the fair/carnival and suddenly got a run time error and the program closed. The run time error said to contact the program's developers. I haven't tried restarting it since it's pretty late here and I'll probably just go to bed.

 

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by Hardygin on Oct 15, 12 9:07 AM
Is there a technical problem with the maze? I just keep going around in circles even when trying to follow the walk through guide. Apparently according to the user forums, I am not the only one. Please advise. Thank you. BTW..I have already tried loading and reloading on my iPad.

 
bfgMonongahela
Moderator
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4,448 Posts

Re:Post any Shattered Minds: Encore technical issues here only

[Post New]by bfgMonongahela on Oct 15, 12 10:30 AM
Hi Hardygin,

I'm sorry to hear you're running into trouble with the maze!

Since reloading the game didn't help, please get in touch with our Mobile Support Team. They'll be able to collect information about how the game is running on your iPad and can work with you directly to get things resolved.

You can contact them by clicking here to submit a support ticket via email and they'll get back to you as soon as they can.

Thank you!



bfgMonongahela

 
 
 
 
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