I did hear back from CS with the usual troubleshooting instructions along with a coupon code for a CE or SE game.
My PC is not even a year old and I always try to be sure everything is updated. Again, I checked for updates on drivers, etc. I was able to complete Bonus Chapter without any further issues. There are only 3 Chapters plus the Bonus Chapter.

That's great that persistence paid off, smitty.

I'm stuck too - supposed to pick up a magnifying glass. Saw it, but took two other items in the same close-up first, then it closed and I can't get back into the view to get the magnifier. All done, unless there is an update.

I am sorry to hear that, Tally Ho. I have read similar stories to the one you describe.

Nevertheless, please report it to Big Fish. This game *really* needs an update.

Guess I'll be skipping this one.

Thanks Marian -

Though I don't know how to contact BigFish, I am hoping you could do that and point them to this post. I restarted the game, and played up to where the problem occurs. I took a screenshot and will describe it:

Room 16 view of magnifying glass

In the picture you see a magnifying glass atop the dressing table, and a small compartment below containing a hand drill and a roll of duct tape. If the player takes the drill and the tape before taking the magnifier, the close-up scene closes and cannot be accessed. This makes it impossible to get the magnifier, and no further progress can be made.

It's simply a programming error that was never caught by the beta testers. There are other minor details that weren't picked up, such as mixing up some of the object names, but none of those things affect the game, just beta testers not being detail-conscious. Anyway, I hope this helps.

Thanks for that information, Tally Ho.

Here is the link for contacting Customer Support:

Customer Support

Click on the words in the box on the right-hand side of the page that say: Submit a Request

It's better that you report it yourself. I have not purchased the game and you are the one with the knowledge base here, so to speak.

After you submit your request, you should get a copy of it/confirmation in your email. About 24-48 hours later, you will get an email detailing things to try if you are having technical problems, along with probably a coupon code for a free game. If you wish to talk to a customer support representative, you should then reply to that email saying that the issue is not resolved and that you wish to correspond with someone about it. This is the way the process works. I have never had any trouble ending up with an actual support person on the other end provided that I followed the above steps.

Well, I filed a report, in spite of the fact that I have a fairly low confidence level in the process. We'll see.


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At least you have my hopes up!

All I can tell you is that I have never not ended up with an actual person after doing what I described above, although it generally takes a few days. And the people I have ended up talking to were all very helpful.

It might be an extra day, though, before you get your first reply. I don't know if they have a full crew on Veteran's Day or not.

Nuthin' yet.

After you sent your email to them, did you receive the initial email receipt acknowledgment along with a message stating that their response time is generally x number of hours?

Nope, and I just double-checked my mail in case I overlooked something.

Something went wrong, then, and I am not sure that your email even went through. After you sent the email, you should have seen a message at the top of the page saying that the email had been submitted - did you see that?

The reason I say that something went wrong is because if an email actually reaches Big Fish Customer Support, the first reply is an automated one and it happens automatically - in my experience within a couple of minutes after having sent it: you end up with an email thanking you for having contacted them and telling you what their response time currently is, along with a copy of the email that you sent.

Unless this occurs, you can pretty much assume that your email did not reach them (after having checked your spam folder, etc., of course).

I just finished this game including bonus game and I guess I am one the lucky ones, I did not experience any crashes, freeze up or any other problems. It was a very good game and I sure hope that they supply an *Update to allow others to enjoy this game.

*The only thing I fear about updates in my case is that sometimes the update causes problems when one had no problems playing it before, it happened to me once when they updated a game I could no longer play it, try as I may. After contacting BF and tried their suggestions with no luck, they were kind enough to give me a CE coupon.

Good to know you had no problems with the game, Starcom.

Which version of Windows did you play it in, Starcom

Mad, I read about problems with this game with both Windows 7 and Windows 10, but there were also people who had few if any problems with it.

Hi Marian

Yes. I've been following the posts about the game but decided to get it anyway

Just hope it will play alright on MY set-up.

[It was annoying me because I want the whole series .... liking it as I do .... so I caved in and got it ]

Oh, that's what I would do too, Mad - just buy the game and cross my fingers.

Us big risk takers, eh ??

We enjoy living on the edge.

Well, I've dipped my toe in the water and started to play - just a little - haven't got much time at the moment.

But it seems to be following the format of the previous games so, in theory, and providing I don't come across the dreaded glitches, I should enjoy it

I hope that all will be well, Mad.

Hi Mad, to answer your question

I played it on Windows 10 on my puny laptop, which is fairly new with 1GB of dedicated video ram.

good luck with the game and I hope you will be able to play it to the end.

Thank you, Starcom

I still mostly use my Win7 machine for modern games. It is a really good machine and has played everything I've thrown at it since Day One.
So I'm hoping it will run this game too.
Just depends on any "in-game" glitches it might have to face, of course