I really like this little match 3 game and have been playing it for a very long time.
However, this week it suddenly started freezing and crashing.
So I uninstalled it and then redownloaded it (twice) from my Big Fish Purchase History (with a Ccleaner and re-boot between each one) but the new installations both did the same freezing and crashing

Right now I'm waiting for a reply from Big Fish Support but I have a horrible feeling it's been killed off - because today when I try to download it, although it still showed in my Purchase History it wouldn't even download

I will be so sad if it has been done away with

It's possible they took it down because the game needed updating.
Check on it tomorrow.

I remember that this match 3 game was one of your favorites. It's hard to know why the game would have suddenly started acting up like that, unless at first one of the files got corrupted.

One thing you can try, being as it won't download from your Purchase History: install the demo, then click buy, the system will tell you that you have already purchased the game and do you want to activate it, then click activate and see if the entire game downloads from there (even if it does, you may still have the tech problems, but it's worth a try).

Hi Marian.

I already tried that - from reading past posts about other Big Fish games giving problems - and the game did download but the same freezing and locking up occurred when I started to play

And Jenny100 ....

I guess I'll just have wait and see what Big Fish say in their reply

I hope they can help you get the game working again.

Marian

Well, it's five days now since I contacted Big Fish - but all I've had in response so far is an acknowledgement of my query.
Rather disappointing

I would write them again. Have you checked that your net provider hasn't blocked them? It's happened to me many times. Sorry you getting sany satisfaction from them. 5 days is a long stretch if the email isn't lost.

I wrote to Customer Support recently, Mad, and noticed that when I first got the initial automated response, the email also said this:



So, the point being that after having gotten that initial automated reply of acknowledgment, you need to write back, replying to that same email within three days (the sooner, the better) that your issue has not been resolved - then you will get a real person who responds to you. And that is exactly what happened in my case.

I'm mentioning this just in case you did not reply to the acknowledgment. I think it's possible that some folks are receiving this automated reply, do nothing, and then wonder why they never hear back from Big Fish Customer Support. If you did reply to the acknowledgment, then I would continue to write to them and/or open up a new support ticket.

Thanks, BrownEyedTigre and Marian

My acknowledgement from Big Fish only had this sentence regarding "time" :

"Our team responds to questions in the order they are received. Our response time is currently within 24-72 hours. We apologize for the wait, and thank you for your patience."

So as quite a bit more than 72 hours had passed by this morning, I emailed them again.

I'll let you know what/if anything happens

[I have been checking junk boxes and things but nothing in there either.]

Cheers.

Mad

Good luck, Mad.

That's strange, though, that your automated response did not contain that proviso that I quoted above, as I recall seeing it in the automated response I received the last couple times I wrote to them.

It did take 4 days to hear back from them and they apologized for it taking so long, stating that Customer Support had been exceedingly busy. I think some of the overload may have to do with Windows 10, but that's pure speculation on my part.

Well, I received an email from Big Fish last night - with apologies for the delay AND this time the "time" wording in their email was as you had described, Marian

However .... Their suggestion to get the game running again was to update the driver for my video card.
[I sent the "Dr Felix" report they like to get when I made contact originally.]

This absolutely makes no sense to me and I have sent a reply to that effect.

My current video card driver was the one in use when I purchased the game (and the game never had any problems until last week) and I have not changed that driver or anything else since.
So why should the game suddenly require a driver update ....

Unless game files have been changed

So. Still in limbo for now

Thanks for keeping us posted, Mad. Good that you replied right away to that email. I agree with you that updating video drivers does not seem applicable in this case. We shall await the next installment in the mysterious case of "Legend of Gallant Now Refuses to Play Correctly and We Have No Idea Why."

Not good news, I'm sad to say

The latest advice I received was to "run the game as Administrator" but that made absolutely no difference.
And as it failed I am told the only other option is to lose the game.
[And further instructions will follow on how to lose it.]

The previous advice - re changing my video driver - was said to be because Windows updates can affect video card drivers.
Another "new" one to me. But then I'm not a techie

I did know that those Microsoft Net Framework updates can sometimes be important to video card drivers, but it still seemed unlikely to me that this was the cause. And, if you were on Windows 10, you could have received an unasked-for driver update that the game didn't like, but I also knew that did not apply.

In any event, I'm really sorry that the game is now apparently unplayable, and I sure wish I knew the cause of it. If it remains in your Purchase History, though, every few months I might try to install and run the game again. You never know when it might mysteriously start working again as suddenly as it mysteriously stopped working.

Your problem with this game is mystifying. In fact, it makes me feel a bit crazy.

Unfortunately the game has to be shelved for now. It's frustrating to lose one of your favorite games for no discernible reason.

I am not sure if this will help but I had this problem with Call of Atlantis.. played it for years and then could not get it to start. Turns out it was my Anti Virus protection. I turned it off on one machine it was AVG and another was Bitdefender... and it worked. After a few times doing this I did not have to turn them off. Worth a try if you have not already done so.

Thanks, Winfrey. I was just wondering if Mad had tried that.

Good news at last

The latest email from Big Fish included instructions for deleting all previous profiles I had created for the game and the route given was a totally different one to anything I had been trying myself so obviously I gave it a go.

AND IT WORKED .... YAHOO !!

I've since done two test plays and the game is once more running perfectly and I'm back to being a Happy Camper
[Obviously I have saved a copy of what to do - in case the problem ever crops up again.]

Anyway, thank you Marion, Jenny100, BrownEyedTigre and Winfrey for your responses. They are all very much appreciated.

Cheers.

Mad

I guess your profile got corrupted. So happy to have a reasonable explanation.

Mad! So happy you got a solution!

Yes. I am very, very pleased. I love this little game !!

I was actually thinking of telling you to clear your Big Fish Games cache and get rid of your saves, etc., but Customer Support came through for you. I am so happy that you didn't lose your game.

Hi Marion

When I finish a game from Big Fish (that I don't intend to replay for some time) I always delete the saves.
But the delete route that "Support" sent me along was quite a different one.
[I can send you a copy of it if you like.]

Cheers.

Mad

Thanks, Mad. Please hang on to those instructions - I will let you know if I am ever in need of them. I'm sure what happened to you could happen to any of us.

Oh, I'll be hanging on to them, Marian, that's for sure !!