Post any Dark Tales: Edgar Allan Poe's The Masque of the Red Death CE technical issues here only

why do you keep giving the same old same old answers?
there are a lot of fishies having download problems since you changed your format - but you keep telling us to do dr felix and tech support - this does not work!!!!!!! slow download is not a dr felix or tech answer - believe me i have tried over and over again- please can you just get someone who knows servers and download speeds to look at YOUR side rather than fobbing us off time and time again with tech support and dr felix - which never give solutions - lots of us are getting really fed up with hearing your yadda yadda - stop for a day and take a step back to where you were and your customers were happy with BFG - not so now

"We are currently trying to find a point in common to know what is going wrong with your downloads and other customer's ones. Hopefully, we'll get an answer soon. If I receive any news I'll keep you informed to the extent possible."

The above is quoted from the last email I received from Tech Support after an exhaustive and comprehensive investigation of the download problem, their final conclusion being that it was nothing to do with my computer, my systems or settings, they didn't have a clue what was causing the problem nor how to solve it.

I first raised the problem with them in mid-January which is when all my Big Fish game downloads all suddenly went from mere minutes to hours, even for relatively small file sizes. The email above was dated 4th February. That was almost three months ago, more and more people have been complaining of the problem and still NOTHING appears to be being done to resolve it. I think on the whole we have been very patient until now but our patience is wearing very very thin.

This day I could finaly DL. So it's not my PC.

Game downloaded in about 10 minutes. However I have had some downloads that got "stuck". My solution was to give up and try later. It worked. Just be patient :-).


PS. A handful of patience is worth more than a bushel of brains.

Itsupikachu I was having the same problem with the hints when I clicked on the hourglass. Then I discovered that when I clicked on the word "hint" it worked. Have you tried that?

Do you guys have access to your ISP's live performance data?

For example, I have access to my ISP's data. If I'm experiencing any problems with uploads or downloads the first thing I do is log in to this program and monitor the data. If I notice that the performance levels are really below par and stay that way for more than 20 minutes, I call and find out what's going on. They might be doing routine maintenace, something could be down, whatever.

Your ISP could provide you access to the same type of program for their system. If not, you can probably find access to it yourself by searching for it.

Well, it took about 4 hours to get it, but once I DID get it, it played beautifully - no glitches, hints refilled. I played the whole game yesterday in casual, which really holds your hand. It's a very long game. Was too tired last night to play the bonus.
Be patient!!

Hespera wrote:Do you guys have access to your ISP's live performance data?

For example, I have access to my ISP's data. If I'm experiencing any problems with uploads or downloads the first thing I do is log in to this program and monitor the data. If I notice that the performance levels are really below par and stay that way for more than 20 minutes, I call and find out what's going on. They might be doing routine maintenace, something could be down, whatever.

Your ISP could provide you access to the same type of program for their system. If not, you can probably find access to it yourself by searching for it.

It isn't the ISP because it is ONLY Big Fish downloads that have a problem. Anything else I download goes through perfectly OK (just as BigFish used to until three months ago).

I'm surprised to anger members against big fish like you I only have problems with the last three games studios ERS, namely Grim Facade Coast of Jealousy - Redemtion Salavation Cemetery of Lost - Dark Tales The Masque of the Red Death. My downloads have no problem of time (I'm in France), in the three games against unstable, black screens, access violation, you can not change the options on the screen size no effect when I turn or disable a widescreen option, or window mode, stop unwanted etc.. I am in touch with the technical support that is as always very kind and dedicated extrement, I followed all the advice including Dr. Felix, update all drivers and software ... For me it is clear that the first persons concerned are ERS studios and I am surprised that none of them would bother to respond to the site and take into consideration all these problems as they are the last 3 games and it becomes repetitive, it seems that he modify the graphic level, since their 3D games before was now are 1024x768 and 1366x768 (a specialist friend of games confirmed after comparison with older games ERS that the problem comes from the graphic choices and that our computers are not necessarily adapted). So I think we need time to support Big Fish to solve problems with ERS, as I confirm my lovely counselor. Have patience will not soothe our frustration but I certainly like to think that we will soon find our fun and enjoy the games studios ERS

Hi Fishies,

I know it must be maddening to have the same problem reoccur time and again, and to be told the same thing when that has not worked for you before.

The thing is, from the Forums all we can do if pass on your feedback, to actually make some progress with this, you will need to work with our Tech Support Team for the reasons outlined in bfgSeine's message above.

And we wholly accept that this issue needs to be addressed so just to clarify, the reason we ask for a Dr. Felix is so that we know what kind of computers are experiencing these issues, without a Felix all we know is what OS you are on, which isn't quite so useful as having a bit more information to go on.

As always, we really appreciate your help as we continue to look into this matter.

Thank you,

bfgBaikal

iluvcatsuk wrote:

antiquity wrote:I've tried everything mentioned and then some. Here is the message I'm getting:

Error: Access violation @ 0x00000000 (tried to write to 0x00000000), program terminated.

It seems to download fine, I can't open it!

I have this problem with all the new games, but the way to open it is go to start menu and click on computer, then program files. Scroll down till you see the game name and double click on it, look for the game name again (it will have application next to it) and double click it. Your game should open then. I open all my games this way now.

Hope this helps.

Thanks for the info. I tried this and still got the same error message. I think it may be my video card (I've had problems with some of the newer games). I don't think it's worth upgrading my Dell Inspiron 530. I may just need to buy a new computer.

Hey there antiquity,

If you've already tried updateing the video card driver and running the game as an administrator please get in touch with our Tech Support. Our Reps are great and will be able to work with you directly on some additional steps to help get your games running properly!

Just click here to submit a support ticket via email. If you're a Big Fish Game Club member you can also connect to Live Chat Support Monday-Friday 7:30am-4:30pm PST.

Thanks!

bfgIzara

I have tried lighting the lantern for over a hour the candle isn't on the holder but it moves top the lantern but won't light its chapter 3 burning the evidence

Hey there debutaunt100,

It looks like you've already uninstalled and reinstalled the game according to the lighting lantern in ho thread.

Since that didn't help I would recommend checking the Strategy Guide for any tips, especially checking if something else can or need to be completed. Games can be a little finicky at times if tasks are done out of order.

If that doesn't help and you feel like this may be a technical issue please get in touch with a Rep from Tech Support so that we can investigate this further. Just click on the green to the right of the page and then select the Contact Us link to the bottom left to reach them.

I hope this is helpful!

bfgIzara

I can't play this game at all because my Video Card does not support it! What in the world..... My Laptop aint that old..come on......... And how would I know what video card I ave and what ones you have a game set up to be supported by? This is not covered in your System Requirements section. I would like my credits back, Thank You.

I cannot get the dacshund. I did not get it when I placed the hedgehog, and when I go back it will not let me get it now. I have reinstalled the game, and I still cannot get it. Is there a fix for this? I have seen other posts in other places about the dog, but not in the technical issues.

It did not take too long to download but it will not start as it keeps giving me an error message. So now what????

So what does this mean and how do I fix it: I have deleted and re-download several times.


Error: Access violation at 0x02780D50 (tried to read from 0xFFFFFFFFF).
program terminated.

So now it changed to 0x02910D50 and will probably change again. Getting frustrated!! It will not open just a real quick black screen and then the error message