SOA problem in getting game to run

chism · Post by **chism** » Thu Jul 15, 2010 7:32 pm

Need help from tech support, as I am getting upset with the company as no help is being or has been offered.
Problem I am having is as follows:
When I got SoA, it would not install. Was told to download Patch 1.2.8 so that
it would install. This was never mentioned at all till I sent an email. Then had difficulty getting patch or finding the patch as web site for patch would go to HALO
web site, but I finally found and got it installed.
Then installed SoA, but when I try to run the game it has a problem an will not run and game aborts, (did allow the program to send the problem report), don't know if
it was received it. Scenario I was trying to play was Agincourt. In reading the booklet, I thought SOA was a stand alone game or does it use the Field of Glory
program? Please email me back to the adress shown below as to what is the solution.

Robert Boyd
*****************

Post by **IainMcNeil** » Thu Jul 15, 2010 8:19 pm

You were mailing the web designer asking for game tech supports we asked you to post your problem to the tech support problem. The web designer could not help you, this is why you had to post to tech support.

You should download the patch from our site. We don't send you to HALO and what other site you go to we have no control over.

All tech support is via the forum, not e-mail so you need to come back to read the replies.

chism · Post by **chism** » Fri Jul 16, 2010 2:43 am

so show me where your tech support site is as I am have trouble finding it, or please just pass this on to tech support for me please, and by the way, your site showing me as a pheasant is very demeaning. another issue to ask for a refund as the game isn't working

Post by **pipfromslitherine** » Fri Jul 16, 2010 3:00 am

I have edited out the email address, as posting your email on an open forum is not a great idea.

All new posters have a peasant ranking - it's historical, and not meant to offend.

It's not entirely clear what the issue specifically is. I can certainly tell you that you need FoG to play SoA (it is an expansion).

You should only download patches from the Downloads section found above, not from any external website.

Once we can more clearly identify the type of issue you're having, we'll be able to get you running.

Cheers

Pip

chism · Post by **chism** » Fri Jul 16, 2010 1:22 pm

Well I have FoG installed, and installed the patch 1.2.8 so I could even install SoA. Tried running other FoG games, nothing works. So in MY opinion, your game sucks. Your tech support is NO support at all. You have offered no help what so ever. And your listing new posters as a peasant ranking does offend me. You need to reconsider this as I consider it racial.

Post by **IainMcNeil** » Fri Jul 16, 2010 1:34 pm

When you run the game the pop up window that appears show you where to download the 1.2.8 patch so we make it as easy as possible for people to get the patch.

When you say the game doesn't work what exactly do you mean. You seem to be able to get in to the game because you said you were playing Agincourt. When does it fail and what error message does it give you?

I'm sorry you are not happy with support but we work very hard to get everyone up and running who has problems. The issue was you were mailing our web designer and I asked you to post to the tech support forum, not mail the web designer as he cannot offer any support. This is the reason you did not get any support until you posted to the forum, where we are trying to help you but you have to give us the information we need to help you. This problem is specific to your machine and as result of every PC being different so it is impossible for us to tell you how to fix it without more information.

We'll get you up and running if you tell us the exact problem and follow our instructions. Thanks!

chism · Post by **chism** » Fri Jul 16, 2010 10:14 pm

Well tech support, removed FOG and its folder. Reinstalled the game from the cd, downloaded the 1.2.8 universal patch from this site, and guess what, damn thing still doesn't run (tried running the first scenario or game). I didn't install SoA, as it would be a waste of time. Wish I could paste what it says,, but your system does not allow something here to be pasted here. But here is what it says "Field of Glory has encountered a problem and needs to close. We are sorry for the inconvenience. ....... Please tell Microsoft of this problem.

I am running Windows XP, have more than enough memory and disk space (3G ram, 2.2GHz CPU, 40.9 GB free hard disk space). So tell me what the damn problem is!!!!!!!!!!!!!!!!!!

I am tired of no help from you........................

Post by **pipfromslitherine** » Fri Jul 16, 2010 11:27 pm

It sounds like you can get into the game, but it fails when you try and run a scenario?

What kind of video card do you have installed? It is possible it is a driver issue that only shows up when you try and run the more intensive part of the game with the map and units. Try downloading the latest version of the drivers from the manufacturer's website.

The reason I think it might be this is that generally if there is a crash in the game itself you get a diagnostic report (you can see examples on other threads here), but it sounds like you are getting a crash report from Windows, meaning it is probably something at a lower level.

Have you registered your serial(s) to your username yet? The metrics might help us to see what point the game gets to before crashing.

The more information you provide, the better we can work out what the problem is on your machine.

Cheers

Pip

Morbio · Post by **Morbio** » Fri Jul 16, 2010 11:39 pm

I thought I'd respond to these posts, because Slitherine probably can't reply the way they'd like to. The first thing I'd say is that I do feel for you, it is frustrating when you buy something and it doesn't work. More so when it is something that you are really looking forwards to, which I'd imagine you are with FoG. However, whilst understanding your frustration, I also think the attitude of your posts is all wrong. The people at Slitherine, Hexwar etc. are some of the most caring people suppliers of a product that I've had the pleasure to get to know (as much as you can through a discussion forum like this. They do try very hard to help when there are problems (the evidence is there in all the posts in this Tech Support forum if you read the posts). Indeed, in all the replies so far to your complaints, Iain has been very courteous despite your attitude. I'm sure that he will help you solve your problems, I haven't yet seen a post where it hasn't reached a satisfactory conclusion and sometimes the issue isn't an FoG one, there are lots of things on a computer and network that can cause the issue. Anyway, on to a few specifics....

chism wrote:so show me where your tech support site is as I am have trouble finding it, or please just pass this on to tech support for me please, and by the way, your site showing me as a pheasant is very demeaning. another issue to ask for a refund as the game isn't working

Err, this is the Tech Support Forum. You are getting responses from Tech Support.

chism wrote:Your tech support is NO support at all. You have offered no help what so ever.

I'm sure that all the responses you have received and will receive here will prove that wrong. Maybe the issue isn't sorted yet, but it's unfair to say that you are not getting any support.

chism wrote:And your listing new posters as a peasant ranking does offend me. You need to reconsider this as I consider it racial.

Well, all I can say here is that you need to enter into the spirit of ancient times that this game represents, the avatar merely represents the amount a person has contributed to the forum. It clearly isn't meant to insult anyone and it makes no reference to any race whatsoever, so how you can consider it racial is difficult to understand.

chism wrote:....but your system does not allow something here to be pasted here.

Well, look at the post below. Clearly you can images here. So the issue is your ignorance, I'd explain how, but I'm not sure I want to help you. If you really want to know how, go Google.

chism wrote:So in MY opinion, your game sucks.

So tell me what the damn problem is!!!!!!!!!!!!!!!!!!

I am tired of no help from you........................

Clearly you have worked hard at your inter-personal skills and know the best ways to elicit help from people (not). You are lucky that Slitherine are professional enough to ignore all this.

I won't write any more, enough said.

Post by **IainMcNeil** » Sat Jul 17, 2010 6:46 am

Seeing the error would really help. If you can take a screenshot of the issue and mail it to us if you are having problems getting it to appear in the forum you can send it to info@slitherine.co.uk. Without this information there is not much we can do unfortunately. The game runs so a repeatable crash after this point is extremely unusual as other people would have found it normally so it is something related to your machine and the way it is set it up. Is it possible to run other scenarios or does it crash in all scenarios.

keithmartinsmith · Post by **keithmartinsmith** » Sat Jul 17, 2010 10:01 am

Can you confirm the following

1) You computer model e.g. Dell Inspiron 1310
2) How much RAM you have e.g. 4Gb RAM
3) What graphics card is in the computer e.g. ATI Radeon 4680 512Mb

Thanks
Keith

keithmartinsmith · Post by **keithmartinsmith** » Sat Jul 17, 2010 10:03 am

Can you also confirm your operating system version e.g. Microsoft Windows 7 home 32 bit.

Thanks again
Keith

keithmartinsmith · Post by **keithmartinsmith** » Sat Jul 17, 2010 10:12 am

One more:

Can you also confirm the installation location of Field of Glory e.g. c:\Program Files\Slitherine\Field of Glory

With all the above information we should able to identify the issue and maybe even replicate it.

Thanks for your help on this.
Keith

chism · Post by **chism** » Sat Jul 17, 2010 3:28 pm

Windows XP Professional, 2.2 GHz Intel Core Duo CPU, 2.99 GB Ram, computer is a laptop HP, do not know the video card, but it plays the Medevil total war with excellant graphics.

chism · Post by **chism** » Sat Jul 17, 2010 3:31 pm

sent an email to Ian with an attachment as to showing the the error message I get. any scenario i try to run, it gives me the error message and ceases operations.

Post by **pipfromslitherine** » Sat Jul 17, 2010 5:43 pm

chism wrote:Windows XP Professional, 2.2 GHz Intel Core Duo CPU, 2.99 GB Ram, computer is a laptop HP, do not know the video card, but it plays the Medevil total war with excellant graphics.

Right click the desktop, choose Properties, then the Settings tab, and it should tell you the video card where it says "Display:".

Once you work out what is it, you should also download the latest drivers for it to see if that helps.

Cheers

Pip

chism · Post by **chism** » Sun Jul 18, 2010 2:37 pm

When I do as you noted, don't get any video card information

chism · Post by **chism** » Sun Jul 18, 2010 2:39 pm

also, I did send an email with attachment as to what I get when the program quits. Its a program error, not a problem with the video

Post by **IainMcNeil** » Mon Jul 19, 2010 7:04 am

The problem is because the game uses 3D when you start a scenario and your card for some reason is not set up to run 3D. That is why you need to give us all this info so we can work out how to make your card work. It is a problem with your graphics card. It may be as simple as upgrading to the latest drivers but I assume you've already tried that as that is the thing to always try if you have any problems?

chism · Post by **chism** » Wed Jul 21, 2010 4:03 am

hmmm, have other games in 3d that woirk fine, but not yours, think your game is the problem