Hi!

A few days ago I purchase the remastered version of SH vs. Arsene Lupin but I can not get it to download and install properly. I did contact Frogwares and they responded but their help didn't help me.

I just tried to start over and download the three files again but the first file won't completely install. It started fine but stopped when it was at 97%. That is a different problem than the one I had the first two times I tried to download it.

I purchased another SH game from Frogwares a couple of years ago and it downloaded without a hitch and I have also downloaded games from BFG without any trouble. I have been messing with this download all weekend and am frustrated because I really want to play this game. Has anyone else had any trouble downloading Frogwares games? Any ideas of what I should try?

If you have AV running in the background, try disabling it - Other than that, short of a bad download, I can't imagine why it would stall at 97%.

I'm not sure I understand you. You should download all the required files to a folder on your hard drive before you try to install from them. If you've used up your allotment of downloads, you'll have to contact Frogwares and get them to allow additional download attempts.

What did Frogwares advise you to do?

Jenny,

Yesterday I dowmloaded all three files to my computer and then tried to install them. I was supposed to make sure that all three files were in the folder before installing. I checked and only two files were showing so I tried to start over. I don't know where the 3rd file went. The first time I tried to download them I had to choose either Run or Save, I choses Save and I could put them in my Desktop or a folder and I chose Desktop.

Thinking that was wrong, I tried putting them in My Documents, the next time. No matter what I did, I kept getting a message saying that there were errors on the page. The last time I tried to download the first file started downloading and stopped at 97% and wouldn't finish loading.

Here is a portion of what Frogwares sent in response to my "help" email:

SherlockHolmesVsArseneLupinNemesis_tg_e.exe
SherlockHolmesVsArseneLupinNemesis_tg_e-1.bin
SherlockHolmesVsArseneLupinNemesis_tg_e-2.bin

[i]Once all files have been downloaded, then double click in the .exe file to start the installation.[/i]

Even if I can get the files to download,I am not sure which file is the .exe file that I am supposed to double click on to install. None of them seem to have .exe attached to them. I tried using their Download Manager that is supposed to be a 1-click install but that feature doesn't seem to be working.

Hope I explained my problem a little better but at this point, I am so confused I am not sure what I am supposed to do.

Thanks.

Are you sure you got the whole file? If it aborted, it may have deleted itself. Alternatively there might be a problem with the links Frogwares gave you, and one of the links might have been the same as one of the others, making one of your downloads overwrite a previous one.


It wouldn't matter where you put them, as long as you later moved them all to the same location before installing.


Well that isn't much. Write them again and tell them you're not able to download.


You probably have extensions (like .exe and .bin) set to be hidden (which is the Windows default). You can right-click the files and choose Properties to see what the extension really is. Or you can set Windows to display file extensions.

***Here's how to display file extensions in XP***
***Here's how to do it in Vista***
***Here's how to do it in Windows 7***


First you need to get all 3 files. If you can't find them on your computer, you'll have to contact Frogwares again and tell them your downloads were corrupt.

Jenny100,

Thanks for your response. I did contact Frogwares again, over the weekend, but they haven't gotten back to me yet. Thanks for telling me how to check for the file extensions. I tried right clicking but I was asked to choose either Run or Download and I couldn't read the extensions. I could tell that one of them was a bin file but some of the others wouldn't display. Windows XP must have them hidden I will do what you said about checking in Properties.

As far as downloading to my desktop, I did try to drag the files from the desktop into the My Documents folder but I got another error message. I usually don't have trouble downloading games so maybe I did get a corrupted file. I didn't think about that. Hopefully they will get back to me soon so that I can start playing the game!

Just a thought here... Gatsbygirl, did you delete the original - possible corrupted - files before you tried to download again? If there is no .exe file, is there something that says setup?

Are you sure that you actually downloaded them? "Download" shouldn't be a choice under "Properties" for files that are already on your hard drive.

Can you make a screenshot of what you're seeing?

I downloaded the game today, and there were 4 install buttons on the screen--1 for the Frogwares Download Manager, and 3 other files-- 1 of which was labeled #1 and the other two were both labeled #2. I used the file I downloaded from the Frogwares Download Manager and the game installed just fine.

My problem now, is that the 5 sets of 5 letters and numbers won't fit into the boxes to start the game--only 4 letters and numbers will fit into to boxes. Has anyone else had this problem? I've e-mailed Frogwares, but haven't gotten a reply yet.

Thanks.

Are you sure they won't fit? Do the letters you type in scroll to the left if you type in the fifth number? Or is it locked after the fourth number?

No, they start off scrolling from the left, and when you type in the last letter or number it types it in the next box, like there is only room for 4 letters or numbers in each box. That really seems weird to me because I've never had any game do that before.

It sounds like they may have sent you the wrong key. I guess you'll have to wait for Frogwares to answer.

They also had an option where you could order the game on a backup CD on the Frogwares site, but when you clicked on the "buy Now" button, it took you back to the downloaded game with the 4 sections to download and didn't list any CD or price for the CD.

Where do you see that, Call1e?
The only option I see on the Frogwares site is for a download.

It was in the e-mail that Frogwares sent me when I purchased the downloaded game. It's not on thedownload order form itself. The CD link just took me back to the download button for the game on the Frogwares website.

Call1e,

I had the same results that you did when I tried to look into purchasing a cd back-up disk. Glad that the Download Manager worked for you. When I tried to use it, it just took me to another screen just like the one I was viewing with the four sections and the Download Manager.

Frogwares did email me back with more help but I haven't been able to try what they suggested because of my work schedule. Most of what they suggested I have already tried but I will try again and hope that it will work because this has been a frustrating experience.

Draclvr, thanks for the suggestion about deleting the previous files. I was wondering if I should do that.

Hello, I'm sorry to read this, but we didn't receive complaints from you and I discover them here on GB ,

do you mind sending to support {@} frogwares.com your emails again? also include the email of purchase confirmation so we can check the keys.

Again sorry about that, we'll do our best to solve ASAP.

thanks a lot

Thanks, thehood. We appreciate the personal service.

I've re-sent my e-mail to Frogwares also and will await their reply.

Meanwhile, I'll try and see if redownloading the game files will help.

Call1e

thehood,

I have resent my messages and the replies from Frogwares and also a copy of my invoice. Thanks for your help. Love your SH games and I am anxious to start this one!

Re-downloading the game didn't help--I still can only type 4 letters or numbers in the boxes instead of 5. Hopefully, Frogwares will give me a reply soon to fix the problem.

I think you must have been sent the wrong key.
Frogwares should get back to you soon.

I sent my e-mail to: frogwares@nexway.com because that is the place the e-mail said to use. Is it the same place as support@frogwares.com? There was no support@frogwares.com listed anywhere on the e-mail or on the website where I downloaded the game from.

Call1e,

That is the address given by the CEO of frogwares above - I'm sure that is correct. That might be the mail address he will look for your mail.

Call1e,

That is where I sent my initial "help" messages, too. I sent the last one to the address that thehood said to use. What do you mean when you say that you couldn't type in the keys? What are keys?

The instructions also said to type in the activation code that they sent me but there was never a screen that had a place for the activation code.