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Installation Questions

Uninstall Questions

Ordering and Returns

Installation Questions

What are the system requirements?

Each game download has a different set of system requirements. Please refer to the game's page to find the requirements for the specific game you are trying to use.

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How do I install a game?

Most games have similar installation processes. You may select "download free trial" button from the game's main page to download the game's installer onto your hard drive. Or, if you purchased the game, you may use the download URL provided in the registration email sent to you or through the confirmation page you see after you purchase a game. Download the installer file, which will be an *.exe file, directly onto your hard drive. We recommend downloading the installer to your Desktop, documents folder, or other easy-to-find location.

If you experience difficulty downloading, please use the same link or URL to try your download again free of charge. Click here for tips and suggestions on successful downloading.

To install your game, wait until the entire installer file has finished saving to your hard drive. Close all other applications, but remain connected to the Internet. Locate the *.exe file you just downloaded, and double click it. Read each screen that appears and follow the instructions as they are given.

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How do I register a game?

You must purchase the game in order to register and unlock the full version of the game. Once you have purchased a game, you will receive an email message with instructions on how to register your game. Please note that registration codes for one game will not work for any other games. Double-check that you are entering your registration code into the correct game.

If you only wish to use the free trial version of the game, find and click the button that says "Free Play", "Free Trial", or "Continue" (or other button designating that you don't wish to register). You are not obligated to purchase the full version of the game if you don't wish to. However, the free trial version will expire after a certain number of plays or a pre-determined time frame.

If you are a Shockwave UNLIMITED subscriber, you can access the premium versions of many of our downloadable games by logging into the game after installation with your Shockwave UNLIMITED account information. While you will need to be connected to the Internet each time you open and log into these games, once logged in you do not need to remain connected to the Internet to play. This is not available with all Shockwave UNLIMITED titles and you will be asked to enter this information when it is available.

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I'm having difficulty downloading the installer file. What else can I try?

Do not make another purchase! If you purchased the same game multiple times, please contact us here.

You can attempt your download again, free of charge. You may select "download free trial" button from the game's page to download the game's installer onto your hard drive. Or, if you purchased the game, you may use the download URL provided in the registration email sent to you.

Tips For Successful Downloading:

  • If you cannot click directly on an URL, copy it and paste it into your browser.
  • If you use a download accelerator, please disable it before downloading.
  • Check the security setting of your browser's preferences. If the security is set too high, you will be blocked from accessing more sites, including Shockwave.
  • Use of firewalls, anti-virus, or VPN software (such as Nord VPN) can also cause access problems. Contact your network administrator or internet provide for information about your security and firewalls. Home firewall software should be temporarily disabled before downloading from Shockwave.
  • We recommend Microsoft Edge, Mozilla Firefox, or Google Chrome browsers for downloading. If you have trouble with one kind of browser, please try using a different browser.
  • Problems can be caused by your browser trying to access an old and/or broken version of the page. Please clear your browser's cache, refresh the Web page and try it again.
  • Do not try to run the installer from the mailer or browser — save the installer file to your hard drive (Desktop is recommended). Your browser should pop up a dialogue that asks if you wish to run it or save it; choose "Save". If you see a broken film icon, or a broken QuickTime logo icon, you are attempting to run the installer rather than saving it. Please reconfigure your browser to save files rather than run them, as described above. Or, try using a different browser.
  • Do not click, move, or otherwise disturb the file while it's downloading. Wait until the entire file has been saved completely.
  • Once you get the installer file saved onto your Desktop (or other easy location on your hard drive), we recommend you save a copy of it to a portable storage device, such as a USB Drive, or portable hard drive, etc. This way, you can re-install it in case of future loss or damage.

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I downloaded my game's installer file successfully. But when I try to run the installer, I get an error message. What's wrong with the file?

Common error messages include:

  • "This is not a Win32 application"
  • "I/O Error"
  • "Invalid package size"

These are file-corruption error messages, which simply mean that your installer file was downloaded improperly. Using a download-accelerator, disruption of the download process, or conversion by a certain browser usually causes them.

Please delete the corrupted installer file immediately. Then, re-download the installer file, following the tips for successful downloading. For these error messages, the most common solutions are:

  • Try using a different browser. We recommend Microsoft Edge, Mozilla Firefox, or Google Chrome.
  • Turning off any browser extensions that might be installed.
  • Downloading the entire file without interruption before running it.

If you continue to encounter these errors, please contact us.

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I did not receive an email message with instructions for registering and unlocking my game. What should I do?

Make sure that you are checking the same email address that you submitted during the checkout process. If you did not receive an email, please check any email filters and junk mail folders for the email. If you are still not receiving emails from us, send us a message using the contact us form. Under "Contact Shockwave regarding", be sure to select 'Questions about a game I bought' from the menu. We will respond promptly to your message. Please provide your full name, your email address, and your order number (if you have received one) when you write to us, so that we can locate your order.

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When I try to register my game it doesn't unlock. What should I do?

Please double check that you are entering the registration name (if applicable) and code exactly as it is delivered in your registration email. Your name and code must be spelled, spaced, and capitalized exactly as they appear in the email — no matter how you regularly spell, space, or capitalize your name. Punctuation and hidden spaces are not permitted.

Also note that many games have similar titles. Registration codes for one game will not work for other games. Please make sure that you are entering your registration code into the correct game.

Shockwave registration codes will only work on Shockwave games. If you have installed a different version of the same game (from a different Website), please delete it, then download and install the Shockwave version.

Please copy and paste both the name and the code if you are having trouble. If you need further assistance registering your game, please send us a message using the contact us form. Under "Contact Shockwave regarding", be sure to select 'Questions about a game I bought' from the menu.

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The game does not play and exits to "Thank you for Playing" screen on Vista

Right-click on the game's icon and choose "Troubleshoot Compatibility." Follow the prompts that appear. Please note that the change to the applications properties must be done while logged in as an administrative user.

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I'm receiving a "Failed to contact Shockwave.com" message when entering my key information. What should I do?

The "Failed to contact Shockwave.com" message indicates that your browser or computer's security settings are not allowing the downloaded game to communicate with our server during the unlock process. Please review the following list of helpful troubleshooting tips:

  • Be sure you are connected to the Internet before opening the program.
  • Please check the security setting of your Internet browser's preferences along with your operating system's security settings. If the security is set too high, you might be blocked from accessing our server.
  • Make sure that the time and date on your computer are set correctly before attempting to launch a game.
  • If you use any ad-blocking or security software, please disable it temporarily.
  • Make sure you are not behind a firewall or other heightened security measure. The most common cause of this type of error is a firewall, proxy server, or similar product preventing the program from properly contacting the correct servers at Shockwave.
  • Please make sure you are using the latest version of your preferred internet browser.
  • If this issue persists and you are using Windows OS, please make sure you are up to date on all service pack updates.
  • If you are using McAfee Personal Firewall, please do the following:
    1. Right Click the McAfee icon in your task bar
    2. Select Personal Firewall
    3. Select View Applications
    4. Look through the list, and make certain that the program is not a blocked application. If it is, select it, and click the Delete Application Rule button.
    5. Start the program
    6. McAfee Firewall will display an alert that tells you that the software is attempting to access the internet. Click the Grant Access button

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What hardware and software do I need to enjoy the Shockwave site?

Windows Minimum Requirements:

  • Latest version of Microsoft Edge, Mozilla Firefox, or Google Chrome

Apple Minimum Requirements:

  • Latest version of Safari, Mozilla Firefox, or Google Chrome

We do not support the use of Windows 98 or earlier, Windows Me, Windows NT, Macintosh 8.x or earlier, Linux, Solaris, Unix, IRIX or other operating systems. We also do not support TV-based or game-based systems (WebTV, etc.). While any of these operating systems may be successfully able to use our sites, we do not offer technical support for them.

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Can I visit Shockwave with MacOS?

MacOS users are able to visit and use the Shockwave website and enjoy our wide variety of online games. However our downloadable titles are not available for MacOS, or iOS users.

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Can I visit Shockwave with Windows XP?

We no longer support any 32-bit versions of the Windows Operating System. Please make sure you are using Windows 7 or newer versions of the Windows Operating System.

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Which browsers are recommended for best results?

For best results, we recommend Microsoft Edge, Mozilla Firefox, or Google Chrome for Windows. For Mac users we recommend Safari, Mozilla Firefox, or Google Chrome.

Please make sure you have the latest version of whatever browser you prefer to use.
You can get the latest version of each browser by following these links:

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How can I optimize my Windows computer and software to work best with Shockwave?

Check your display settings. We require a display resolution of at least 1280x720 pixels (1366x768 is recommended). You can change your display settings in Windows by right-clicking on the desktop and choosing Display Settings from the pop-up menu. Scroll down to the ‘Display Resolution’ setting. If the setting is less than 800x600 pixels, click on the best resolution to meet our minimum requirements. To implement these settings, click ‘Keep Settings’ when the system switches to the preview.

Check your version of the DirectX display plugin. You will need at least version 9.0c to play most of our downloadable titles. Please consult Microsoft's DirectX homepage for downloads and information: DirectX Download

Make sure you're using Windows' default cursors (mouse pointer icons), instead of custom cursors. You can change the pointers under Control Panel > Mouse > Pointers.

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How can I optimize my MacOS computer and software to work best with Shockwave?

Please note that most modern Mac computers should have no issues running the Shockwave website. However we do recommend checking your monitor settings:

Find System Settings from the Launchpad -> In the System Settings click on Displays.

Set the Resolution to at least 1280x800

Quit unused applications. Press Command-Q to quit an application.

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I still have more questions!

Still have more questions? Don't worry. You can contact us.

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Uninstall Questions

How do I uninstall a game?

If you wish to uninstall a game from your Windows computer, please follow these steps:

(Pre-step: Make sure you are the administrator of your computer system)

  1. In your Start menu, click on the ‘Settings’ menu. This looks like a gear icon. This will open the System Settings menu.
  2. In the System Settings menu, click on the ‘Apps’ option. This will open the Apps menu.
  3. In the Apps menu, on the right side of the menu, is a section labeled ‘Related Settings.' In this section, click on ‘Programs and Features.’ This will open the ‘Programs and Features’ menu.
  4. In the ‘Programs and Features’ menu, right click on the game you wish to uninstall, and select ‘Uninstall/Change.’
  5. Follow the uninstall prompt to remove the software from your system.

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Ordering and Returns

What payment methods are accepted for purchases made online?

We accept Visa, MasterCard, American Express, and PayPal.

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Can I make purchases without a credit card over the Internet?

At this time we support online credit card and PayPal orders only.

Please be assured that our systems are very secure and customer credit card information is kept private. Our transaction system is built using SSL (Secure Sockets Layer) - the encryption technology used for creating a secure transaction environment for commerce on the Internet.

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Can I purchase a back-up CD instead of a download?

(Updated May 7th 2024) CD purchases have been disabled due to our printing partner exiting the CD media business. We recommend using a USB storage drive to store the download files. All of our software is available via download through our site. However, when you purchase a game you can also buy a back-up CD. This is an additional cost and is not sold separately without the purchase of the download game. This CD option is so you can re-install it in case of future loss or damage.

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Are back-up CDs non-refundable?

We do not offer refunds for back-up CDs.

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I do not live in the United States. How much will my order cost?

All prices listed are in U.S. dollars. Orders outside the United States must be charged to a credit card that can make international purchases. If your card is not accepted, please try one that can make purchases in U.S. dollars.

The price in your country's currency will depend on the exchange-rate on the day you make your purchase.

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How are tax charges determined?

We are currently not required to collect sales tax on digital goods sold to U.S. customers. Sales tax may be collected depending on how current Internet tax laws change. The amount of sales tax collected is in accordance with the policies of your tax jurisdiction. We are not responsible for additional tariffs or taxes that apply to items delivered to other states.

For international orders, the amount of sales tax collected is in accordance with the policies of your tax jurisdiction. Currently, VAT is required by European law effective July 1, 2003. VAT applies to persons who reside, have a permanent address, or are established in the European Union. The VAT tax is added to the net price of the provided Shockwave LLC, service, that is, the basic price of the service. The total price for the services (net + VAT) is known as the "gross" price or amount. Warning: Falsification of information to evade payment of VAT or other taxes may result in civil fines and criminal prosecution. In other regions, additional tariffs, duties or fees may apply, these are the responsibility of the customer.

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Are there shipping costs?

There are no shipping or tax surcharges on our downloaded products, because they are downloaded directly from our servers. If you choose the option to purchase the backup CD with your order, there will be an additional price reflected in your cart.

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When is my credit card charged?

Your credit card will be charged when you submit the order.

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I received email confirmation messages. Does this mean I have been charged again?

Not necessarily — email confirmation messages refer to one order and provide only one order number. If you think you have been charged more than once, please check with your financial institution to verify the multiple charges. If you do discover multiple charges being made against your account, please contact us immediately. Please include your name, address, product purchased, and all of the transaction numbers associated with the multiple charges.

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I did not receive an email message with instructions for registering and unlocking my game. Do I have to order again?

If you have not received the confirmation and/or registration information for your purchase within 24 hours, please contact us immediately. You may have spelled your delivery email address wrong, you may have specified delivery to a different email address, or you may have the security-level set too high on your mail account.

Please provide your full name, your email address, and your order number (if you have received one) when you write to us, so that we can locate your order.

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How do I return the software if I am not completely satisfied with it?

We happily offer a 48 hour, money-back guarantee on all of our download products! To request a refund, please contact us within 48 hours of your purchase. Please be sure to include your name, order number and email address used at the time of purchase. You will be asked to delete and destroy all files associated with the product from your system. Please allow up to ten days for your refund to be processed. Your financial institution determines the date the credit will appear on your credit card statement.

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I'm unable to complete a purchase, what should I do?

For assistance with purchasing and answers to common questions about this issue please see: https://shockwavehelp.zendesk.com/hc/en-us/requests/new

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I still have more questions!

Still have more questions? Don't worry. You can contact us.

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