I'm having trouble with a download. I purchased a game and followed the usual procedure, but game isn't downloading and not showing up in the Queue in the Game Manger as usual. Game is in my Purchase History, but wont' download from there either. I've sent a Help request to BFG, but wonder if anyone has had this problem. Error Code 1404 - which BFG says is related to the Game Manager. How do I uninstall and reinstall the Game Manager as recommended by BFG as a possible fix?

Go to the Big Fish website, click on Help in the upper right corner, click on Technical and then click on Uninstall Big Fish Game Manager and then click on Reinstall the Big Fish Game Manager on the left.

Thank you!

ETA: Was able to uninstall and reinstall, but that didn't fix the problem. Still getting the error code. Guess I'll have to wait to hear from BFG.

Sparkle, please see your PM - I know about the 1404 error message but it's kind of long-winded.

I'm not surprised at all.
I've never had a problem where uninstalling and reinstalling the Game Manager fixed anything.

I don't know what info Marian sent you, but there is a Big Fish help page here
https://bigfishgames.zendesk.com/hc/en-us/articles/115003778494-Error-1404
where it says

and they have suggestions about what steps to take to get the game installed.

I hope you get this sorted out quickly and to your satisfaction Sparkle. I am making note of this thread and the info in the link Jenny provided and hope I never need it! I don't like that part about the "large purchase history".

Thank you, Jenny. Marian's instructions were similar. Big Fish sent more complicated instructions in response to my Help request. . I was able to download from my purchase history using the instructions you and Marian shared. I'll see how it goes when I decide to buy a new game.

It sounds like they didn't test an "update" of the Game Manager on an account with a "large purchase history." I hope they fix whatever is causing the problem in their next iteration of the Game Manager, because most long-time members will have a "large purchase history" in the hundreds, or even thousands, of games.

UPDATE: Today I was able to download and install a new game I purchased with a coupon code. Yesterday this didn't work. I've not done anything different other than downloading the demo first. Hadn't bothered with any of the instructions I received from Big Fish. I also noticed that my Game Club membership fee was taken from my chosen account a day late. Wonder if that was the problem.

No, that wouldn't cause the problem. The same root problem may have caused both issues, but being slow to charge an account wouldn't directly affect use of the account.

Most likely Big Fish had problems on their end -- one or more of their servers being down or too busy, and connections timing out. When this happens, the only thing you can do is wait.

Unless a problem is affecting all or most customers, they'll likely send you a bunch of instructions and maybe by the time you've finished going through all of them the Big Fish servers will have been fixed and be operating properly -- but not because of anything you did on your end.

How does that explain the 1404 Error Code and the pop-ups telling me to sign in when I'm already signed in, as well as the fact that I couldn't download from my Purchase History until I followed the instructions I got from you and Marian? Oh well. Things seem to be working today. I'll keep you posted if anything new develops.

Yes, my purchase history is up around the 700 mark and steadily growing!

Sparkle - I often get the message to sign in even though I am already signed in before I download a game. So far I've just signed out and back in with no problems. I do hope you don't have any more problems!

Nobody who doesn't work maintaining the Big Fish servers can tell you EXACTLY why because it would compromise security. I can only tell you in general why this might happen when signing into a website like Big Fish.

You don't directly sign into the download server. You sign into the web server that controls sign-ins -- accepts them from the customer and handles signing the customer into the download and activation servers and everywhere else on the Big Fish site that's displayed only to people who are signed in.

Having your computer display that you are "signed in" doesn't necessarily mean you're "signed in" every place you need to be on Big Fish's servers. The part of Big Fish in charge of customer "sign in" may have sent information to your computer indicating that you were signed in, but the part of Big Fish in charge of game downloads and activations may not have been given the message that you were signed in or did not accept it -- or possibly the download server did have your sign-in but was trying to verify it in the wrong way -- a way that would never work -- or the information may have been relayed to the wrong location on the Big Fish website.

There is interaction between both the Game Client on your computer and how things are handled on the Big Fish website. Both have to be working properly.

The thing is that the "Sign In" window kept popping up no matter how many times I entered the correct information. A lot going wrong at the same time.