The easiest way to download and install your game is to use our Game Console. The Console eliminates many common problems encountered when downloading, like incomplete downloads and trouble saving.
Get the Game Console
There are several reasons you might have trouble downloading a game, ranging from security settings on your computer to programs running behind-the-scenes. Programs like Stopzilla that block pop-ups will prevent your game installer from downloading; you should disable this type of program for the length of your download. You may find the download runs slowly or not at all if you do not.
If you receive an error message that says "Your current security settings do not allow this file to be downloaded", it means your Internet Explorer security settings are set to High.
To lower the security settings in your copy of Internet Explorer:
Start the download that you’re having trouble with. This will cause the error message to reappear. Click on Ok, and then follow these steps before you do anything else with your web browser:
- In the browser's Tools menu, select Internet Options.
- In the Internet Options dialog box, click the Security tab.
- In the "Select a Web content zone" control, click the Internet icon.
- In the "Security level for this zone" area, reset security to Medium.
- Click OK.
If you receive a "The connection to the server was reset" error, your download is "timing out" or quitting after a certain amount of time.
This can happen for a number of reasons, but is usually caused by your ISP connection, or security utilities like firewalls, not allowing the download to finish. Some suggestions in that case are:
- That you temporarily disable all security utilities.
- That you keep trying to download the file until it is successful (The best time to download is usually early morning or late at night).
- Try to contact your ISP and ask how to better execute these kinds of downloads.
Downloading is easier with a high-speed internet connection, but our games are also available to those with dial-up. If you find you have trouble downloading a game because you lose your dial-up internet connection, you should use our Game Console. If you lose your connection, the Console will save and allow you to resume your download once you are reconnected.
Finally, it is possible for a program to run in the background of your computer that prevents the game from downloading correctly. You can disable any these programs that are running with these steps:
- Go to the Start Menu, and choose Run. Type MSCONFIG in the box provided, and then click on the Ok button. That’ll launch the System Configuration Utility.
- This tool lets you control any programs running "behind the scenes" on your computer. Click on "Selective Startup."
- Underneath Selective Startup, remove the checkbox from Load Startup Items.
- After that, click on Ok, and then let your computer restart.
By using Selective Startup, only programs that are essential to Windows will load after you restart. You can enable and disable specific programs to find out which was causing the problem (process of elimination).
To restore your original settings, follow the steps above but re-check Load Startup Items. You may decide which programs you want to run, or choose all, at that time.
Hopefully, one or more of these changes will fix the problem, but if you're still unable to download games, please contact us by e-mail and provide as much information as possible as to the steps you've taken and what happens when you attempt to download. We'll be happy to troubleshoot further with you.
When I try to install my game, it tells me that the game has to install into an empty folder.
This happens when you try to install the game but already have the demo version of the same game installed on your computer. If you see this error and have purchased the game, you don't need to install the game again. Use the unlock code you received at time of purchase to unlock the full version. See our Unlock Page for help unlocking.
I receive an error message telling me the web driver encountered a problem or must be updated.
Many of our older games used technology called the WildTangent Web Driver. With the latest version of our software, we no longer use the web driver, and you don't need a copy of it to play our games. If you see an error message about the web driver, please download your game again through the Game Console or the web site. The version on our website or Game Console will be our newest, best version of the game, and won't require the web driver.
If you reinstall the game and have trouble unlocking, please see our Unlock Page.
My game says that it is damaged or corrupted; I receive an NCIS error or it says my installer has a virus.
These are common error messages that let you know the download wasn't successful, and only part of the game was able to be downloaded. Our software does not contain any viruses and will not harm your computer, and seeing these messages does not mean you already have a virus on your system. Please see our Download FAQ for help correcting this problem.
Re-installing a WildTangent Game
Your WildTangent software should be easy to install, whether you are installing it from our website, or from your Game Console. Follow these steps to reinstall any of your games.
From our Website:
- Go to the Games page, and then find the game you wish to install.
- Click Play on the game page, and when your browser asks you what to do, choose Open or Run.
From the Game Console:
- Launch your Game Console
- Click "Find Games" to locate your game(s).
- Clicking the "Free Trial" button next to the game will start your download. Once it is finished downloading, the button will turn into an Install button. Press that button and wait for installation to finish; once the button says "Play" it has been installed.
If you need help unlocking the game (or get an "invalid code" message), please see our Unlock Page for assistance.
If you can’t find your game on our website, it may have been discontinued. For more information about discontinued games, please click here.
Many of our older games used something called the WildTangent Web Driver. It has since been replaced with newer technology, and you no longer need a copy of it to play our games. If you see an error message about the web driver, please download your game again using the Game Console or our web site. The version on our website or Game Console will be the newest and best, and won't require the web driver.
If you reinstall the game and have trouble unlocking, please see our Unlock Page.
My error says "Object does not support this property or method"
This is a generic error and may take several steps to solve, but the most common solution is:
- Open Windows Media Player
- Click "Tools," then "Options"
- Click the "File Types" Tab
- Check the box for Windows audio file (wav) and hit OK
Try playing your game after the steps above, and if you still see the error, please open your copy of Internet Explorer and choose Tools, Internet Options. After that, follow these steps:
- On the Security tab, choose the Default setting.
- On the Privacy tab, choose the Default setting.
- On the Advanced tab, make sure that both items that say "Disable Script Debugging" are checked.
- On the Advanced tab, make sure that the item that says "Display a notification about every script error" is not checked.
If you cannot open the game, please e-mail support using the link at the top of the page.
My error says "No 3D hardware" detected
Most modern computers come with a video card that’s designed to run 3D applications. These video cards are commonly referred to as a 3D accelerator, a 3D card, or simply a video card, and if your computer was manufactured within the last few years, you should have a 3D accelerator card that can play our games. Your first step is to contact your system manufacturer, as they can tell you exactly what kind of video card you have installed in your computer, and whether or not it is a 3D accelerator. If you know that you have a 3D accelerator, there are a few things that can cause this error. Here are some steps that can help fix this problem:
First, you'll definitely want to update your video drivers (for help, see our Video FAQ). If that doesn't fix the problem, please also do the following:
- Start by rebooting your computer.
- Go to your Start Menu, and open your Control Panel.
- Open Display, and choose Properties.
- Your color depth should be set to 32-bit, and if it is not, change that setting now. While you’re here, you can also change your screen area (also called screen resolution) to 1024x768.
If you're using Windows Vista, these steps will be slightly different. Please contact us for assistance in this case.
If your game freezes or crashes during play, you'll want to e-mail us directly so that we can help troubleshoot the problem. We ask that you include information that will help us understand the problem with your e-mail.
Your DirectX Diagnostic Report
We use your DirectX Diagnostic Report (shortened to "DxDiag") to look at things like your video driver dates and your system memory, for example. This information coupled with the exact error message can be invaluable.
To provide us with this report, please:
- Go to your Start Menu, choose Run, enter dxdiag.exe, and click on OK.
- This will launch the DirectX Diagnostic Tool. Let it finish starting up. You may see your screen black out a couple of times, however, don't worry, that's normal, as it means DirectX is scanning your system.
- Click on Save All Information, and put the DxDiag.txt file it wants to create on your Desktop.
- When you e-mail us using the link above, please attach your DxDiag file (there is a space for attachments).
A screenshot of the error
A screenshot is an easy way to show us the exact error that pops up for you.
- Start your game and walk through the steps you were performing when you ran into this problem, then stop once you get to the problem (you can see it).
- Press the Print Screen key (PrtScrn) on your keyboard. The Print Screen key is usually in the upper right part of your keyboard. Nothing will happen visibly, save that the screen may blink momentarily.
- Open Paint. To find it, open your Start Menu, choose Programs, and then Accessories. It should normally be listed there.
- Inside Paint, choose Edit, and the select Paste. If that option is greyed out, go to your File menu and click New, and then you can use Paste. Answer Yes if it asks you to change the size of the canvas.
My "Fate" game repeatedly crashes when I descend to the next level.
If you experience frequent game crashes while descending to the next dungeon level, please download and reinstall BOTH the bonus pack and latest version of the game:
- Bonus Pack: Here
- Game for High-Speed Internet Users: Here
- Game for Dial-Up Internet Users: Here
For help saving your existing characters before you reinstall the game, please click here.
Updating your Video Drivers
The most important step to solving video problems is first to update your video card drivers; an out of date driver is one of the most common sources for technical issues.
As such, we've created a detailed document to help you update your video card drivers: Video Card Drivers
After you have updated your drivers, the following steps may fix your problem:
Disabling 3rd Party Applications
By turning off extra programs that load when your computer boots up, we can prevent potential conflicts and give your game more system resources. To disable any programs running in the background of your computer, please follow these steps:
- Go to the Start Menu, and choose Run. Type in MSCONFIG, and then click on the Ok button. That’ll launch the System Configuration Utility.
- This program lets us control any of the programs running in the background of your computer. From the list of items on this page, find and click on Selective Startup.
- Underneath Selective Startup, remove the checkbox from Load Startup Items.
After that, click on OK and allow your computer to restart. None of the programs that normally launch when you turn on your computer will start. Try playing your game at this time.
- You can selectively enable and disable specific programs to see which ones may be causing the conflict.
- To start normally (with all of your programs loading,) follow these steps again, but in step 2, click on Normal Startup, and then skip step 3.
Remember that 3rd party applications may include anti-spyware or security programs that you've installed, so please be careful when selecting which programs you want to permanently disable from loading.
Configuring Your Display
- Go to your Start Menu and click on Settings, then Control Panel.
- Open the Display control panel, and go to the Settings tab.
- Make sure to change your Color Quality to High Color (16-bit). As an additional step, you can also change your screen or desktop area (also known as the resolution) to 1024x768.
These settings make it easier for your computer to run games by improving your compatibility with them. Some games can’t run in 32-bit color, and sometimes your video card just can’t report the right information to the game without being set in 16-bit color.
If you've tried all of the above and are still having problems, please e-mail us directly. Please include your DxDiag, which can be created by following the steps here.
In the past, WildTangent games used cookies to save game progress and high scores; you will need to enable cookies in order to save your game progress. Alternately, you can download a new copy of the game from our site. To enable cookies, follow these steps:
- Open Internet Options in your control panel, and select the Privacy tab.
- If the slider is not visible, click the Default button, which should make the slider appear.
- Set the slider to Medium or lower.
- Click the Advanced button, and make sure that "Override automatic cookie handling" is NOT checked.
- Click Ok to get back to the Internet Properties window.
- Click the Advanced tab in the Internet Properties window, and scroll down to the bottom of the list.
- Make sure that "Empty Temporary Internet Files when browser is closed" is NOT checked.
Please keep in mind that any program or action that deletes cookies will also delete your saved games, game progress, and high scores, since all are saved using cookies. This includes deleting temporary Internet files, using Disk Cleanup and removing temporary internet files, or using a system cleanup tool. All of our games use Internet Explorer's security settings, even if you are playing the game in a different browser.
If your game is still losing progress, you may have another program running that deletes game data on a scheduled basis. Try to determine if there is a specific pattern (once a week, once a month, every time you restart your computer, etc). You can use the instructions on disabling third party apps given above to find the program by process of elimination (these are usually anti-virus programs that mistakenly delete game data). Changing the permissions within that program can fix the problem.
If you purchased a game, an unlock code was provided to you at time of checkout and also sent to your e-mail account. You must use that unlock code in order to "open" the full version of the game. Once this has been accomplished, the game will not ask you to use WildCoins as a payment method.
To recover a lost unlock code, please follow these instructions.
Once you have your unlock code handy, start the game and wait until you see the loading screen for the game (where you see the WildCoins slot). The unlock link is in the bottom right corner of the page. Click on it, then carefully type your unlock code into the box.
You must be connected to the internet before you click Unlock Game. Once the game has successfully been unlocked, you can play offline or online.
Once the code has been entered, you won’t have to enter it again unless you reinstall the game or upgrade parts on your computer. You can start playing immediately, and you have unlimited access to the game.
For common questions about unlocking, please click here.
Our Polar Bowler games were packaged and shipped to stores to be compatible with Windows 2000 or XP (long before Vista was released). These games will run on Vista-32, but not on Vista-64. We cannot offer refunds or exchanges for retail copies of our games. As an example, if you bought a book at a local bookstore and then realized it was written in a foreign language, you could not take it back to the publisher for a refund.
