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AOL and Games.com customers who purchased a download game before October 6, 2009 How do I retrieve a history of games I purchased before October 6, 2009?

Your game purchase history is assessable from the Customer Support Center where you can retrieve your order history for purchases made prior to October 6, 2009. Download links and Activation codes will be available from this location as well.

To retrieve your order history:

1. Go to the Customer Support Center
2. Enter the email address you used to make your purchase

3. Click "Email order history”. A copy of your order history will be sent to the email address on record.

How do I activate a game that I purchased before October 6, 2009?

If you made a purchase before October 6, 2009, follow these instructions to install and activate your game:

1. You must download the game from the link provided in your email receipt or order history.
Note: If you do not have your email receipt you can conveniently retrieve your order history:

• Go to the Customer Support Center

• Enter the email address you used to make your purchase

• Click "Email order history”. A copy of your order history will be sent to the email address on record.

2. When the download dialogue box appears, click “Open” or “Run”. The product will download and begin to install.

3. Complete the installation by following the prompts and agreeing to the End-User License Agreement.

4. Run the application from your Start Menu or Desktop icon.

5. When the software is run or exited the first time, you should see an ActiveMARK activation page.

6. Scroll down this page until you see "I have already purchased this product before" or "Already paid? Click here."

7. Enter the email address you used when you purchased the product.

8. Enter your Activation Code from your email receipt or order history.

When you activate your product, we recommend that you copy and paste your 32-character code:

• To copy, go to your email receipt or order history and select the Activation Code text with your mouse

• Use the keyboard function to copy: Press CTRL+C.

• To paste, click the text box you are pasting to and press CTRL+V.

• You should now see your code entered into the box. (The right-click paste function from the mouse will not work in the ActiveMARK window; you will need to use the keyboard shortcut.)

9. Click “Renew” to relicense your game.

How do I download and install games?

1. On each game description page, click the "Download" or "Trial" link

2. When prompted, choose RUN

3. You may receive a Windows security warning verifying that you wish to install the game. If this happens choose RUN.

4. Follow the installer prompts to complete installation

How do I uninstall my product? To uninstall a game:

1. Go to Start > Control Panel

2. Choose "Add/Remove Products"

3. Locate the game you wish to remove

4. Click the "Uninstall/Remove" button

Why won’t my games download in Windows Vista? Windows Vista currently has a backward compatibility problem with many software applications, which prevents them from running properly. Before downloading a game to your Windows Vista computer be sure to check the system requirements on the game description page to determine whether the game will run on Windows Vista.

The following information will help resolve several common issues that have been reported:

Installer Launch

You may encounter a delay between clicking the installer icon and the installer program starting. This has to do with how Windows Vista analyzes the file for security. Be patient, the file installation program will start after Windows is finished. The length of this process is determined by the size of the file and speed of your computer.

Windows Compatibility Mode

1. Right click on the game .exe installer icon on your desktop (or the location you chose to save the file to)

2. Select "Properties"

3. Select the Compatibility tab

4. Check the box next to "Run this program in compatibility mode for:"

5. Choose Windows XP (Service Pack 2) from the drop-down menu

6. Make sure you check the box for "run this as an administrator"

7. Click "OK"

8. Afterward, try running the game again. If a pop up warning box appears, be sure to click "allow" to allow the game to run.

Can I download games on a Mac? Currently none of our downloadable games are supported on a Mac, however, you can play most online games with the most recent version of Internet Explorer or Firefox. Online games that use ActiveX technology will not run on Mac OS X.

How do I install my product on another computer? You may be able to install your product on multiple computers that you own, depending on the publisher of your game. To perform this installation, follow these instructions:

1. Connect to the internet

2. If you do not have the game currently installed on your machine, you will need to find the game you wish to install.

3. On the game description page click the "Download" or "Trial" button

4. When prompted, choose RUN and follow the process to complete download and installation

5. Once the game is installed, run it from the game icon on your desktop or from your "START > Programs" menu

6. In the lower right corner, click the "Already paid?" link

7. Sign in to your games account

When is an internet connection required? You need an internet connection to play any online games and to download, install, purchase and license download games. Once a download game is licensed, you can play offline as long and as often as you want. Games downloaded in trial mode will allow offline play for the duration of the trial period.

Please note that offline play does not apply to games that have been specifically designed to be played online such as MMORPG (Massive Multiplayer Online Role-Playing Games).

Why do I have trouble downloading games or receive a "No Internet Connection" error message? If you receive this message and are connected to the internet, your problem may be related to your web browser settings. By adjusting the following settings, you will be able to successfully download and activate your games.

Pop-up blockers:

Temporarily disable any pop-up blocker that is currently running on your web browser until the game has been installed or activated.

Internet Explorer Security and Privacy Settings:

1. Launch Internet Explorer

2. Click on "Tools" > "Internet Options"

3. On the "General" tab under "Temporary Internet Files" click "Delete Files"

4. In the dialog box, check "Delete all offline content" and click "OK"

5. On the "Security" tab, move the slider to set the browser security settings to Medium and then click "Apply".

6. On the "Privacy" tab, move the slider to set the privacy settings to "Medium" and then click "Apply".

7. Click "OK" and exit Internet Explorer.

Proxy Servers: Our downloads do not work through proxy servers. If you are running Windows 95, 98, ME, 2000 or XP, be sure to update your Internet Explorer settings.

1. Launch Internet Explorer

2. Click "Tools" > "Internet Options"

3. On the "Connections" tab, click "LAN Settings"

4. Uncheck "Automatically detect proxy settings"

5. Uncheck "Use a proxy server for your LAN" and then click "OK"

6. Click "Apply" then click "OK"

Why did I receive an error message or alert that Spyware, Malware or a Virus was detected? Rest assured, our games are rigorously tested prior to release and are guaranteed virus and spyware free. Internet security applications including virus scanners, firewalls, and spyware blockers may sometimes give a false reading which can interfere with our software activation process.

To resolve this issue, you may temporarily disable your security application, such as your firewall or anti-virus program, until you have successfully downloaded, installed and activated your game. If you do, we strongly recommend that you re-enable your security software immediately afterwards.

Why do I get a blank screen when I try to start my game? Why do I get a blank screen when I try to start my game? This problem is often caused by incompatibilities between your computer's graphics system and the product you are trying to use.

To troubleshoot the issue:

1. Make sure that you have the most current video card drivers installed for your system. To find the most current video card drivers, try running Windows Update which can be found under your "START" menu, or under "START > All Programs".

2. Ensure that you have the most current version of DirectX installed on your system. To get the most current version of DirectX, click on the link to http://www.microsoft.com/games/en-US/Support/Pages/gameSupport.aspx#DirectX and follow the on-screen instructions.

3. Reboot your computer

4. Make sure you are connected to the Internet

5. Run your game again

If the above steps don't resolve your issue, your computer may not have the correct configuration to run the product. The amount of memory, hard disk space or operating system you are running may prevent you from using your product correctly. Go to the website from which you originally downloaded the software and check the system requirements section located on the game description page. Make sure your product is compatible with your computer's operating system (i.e. Windows 98, 2000, XP, etc.)

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