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Category Details
Category Name
General games help
Category Created
Thu, 30th Dec 2010
Last Article Update
Fri, 13th Jul 2012
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   General games help

The game shows CD/DVD reading error during installation 

Sorry about this issue

Try to install the game on another computer. If the error happens on other computer too - please return the CD/DVD back to the shop, where it will be exchanged for new one.

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Update graphics driver 

Updating your video card graphic drivers should help. If you don't know what is your video card adapter you can perform a DXDIAG

What is a Dxdiag ?
DxDiag is a diagnostic tool that provides all technical info of your computer (as the name of your graphic card, space available on your hard drive or the version of the OS) No confidential info is given.

How to create a DxDiag ?
1. Click on Start then Run.
2. In the field Open, type the command DXDIAG then click OK.
3. Wait till the program has finished to collect all data
4. in the DxDiag window, click on the button Save All Information
5. Choose the place where you wish to save it and click on Save
6. Once the save done, you can close the DxDiag window and open the file DxDiag.txt

On your dxdiag you can find the name of your video card, look for "display devices" and "card name", once you have the name, you can go to manufacturer web site www.intel.com, www.nvidia.com, www.ati.com.

Note that for Notebook and laptop, you have to go to the computer manufacturer web site to find the right drivers.

Please let me know if this solved the problem.

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Create DXDiag info 

What is a Dxdiag ?
DxDiag is a diagnostic tool that provides all technical info of your computer (as the name of your graphic card, space available on your hard drive or the version of the OS) No confidential info is given.

How to create a DxDiag ?
1. Click on Start then Run on XP if Vista or Win 7 go to step 2
2. In the field Open or research field on Vista or Win7, type the command DXDIAG then click OK.
3. Wait till the program has finished to collect all data
4. in the DxDiag window, click on the button Save All Information
5. Choose the place where you wish to save it and click on Save
6. Once the save done, you can close the DxDiag window and open the file DxDiag.txt
7. take the file, attach it to your email and send it to us

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Missing textures in interface 

Sorry about this problem

You probably have not enough video memory, you can try to reduce texture details in the options of the game, save, quit and restart.

Please let me know if this successfully solved your problem.

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DataError (cyclic redundancy check) 

Sorry about this issue

This problem is appears when your DVD drive can not read the disk
properly or drive reading speed is very slow. Please copy entire disk
content to any folder on your har drive and run setup.exe from this
folder.

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d3dx9_32.dll was not found 

Please install the DirectX 9. It necessary to play the game.
You can download DirectX from Microsoft website: http://www.microsoft.com/downloads/en/default.aspx

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Can't uninstall the game 

Please reinstall game, then try to uninstall it once again.

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Can't uninstall the game. I get the installshield error 

Please rename the c:\Program Files\Common Files\InstallShield\ folder
and try to run uninstall. This can help.

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Mystery 5 collection installation problems 

Sorry about this problem

Please explore the second disk content and run installation of the games manualy by starting setup.exe file from each game folder.

Please let me know if you could install and launch game successfully.

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GAME.EXE cannot be found 

1. Open My Computer or Computer.
2. Right mouse click the game disc and click Explore.
3. Select and copy GAME.EXE application file (right click on it select copy)
4. Open the game folder on your hard disk drive default (C:\program files\publisher name\frogwares\game name).
5. Paste GAME.EXE application file.
6. Replace the existing GAME.EXE application file.
7. Run the game.

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mouse moving too fast 

Sorry about this problem

Some mouses are moving too fast by default, to change it, download the mouse software from Logitech ormouse manufacturer and under advanced game settings, change the report rate from 500 to 200 for example.

Please let me know if this successfully solved your problem.

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Protection drivers error on Win Vista or higher 

You must update the protection drivers:

WINDOWS VISTA/7/8 32-BIT (x86)

1. Click http://www.tagesprotection.com/5.5/TagesSetup.exe
2. Save TagesSetup.exe application file on the hard disk.
3. Right mouse click TagesSetup.exe application file and click Run this program as an administrator.
4. If drivers are already installed, please uninstall them by clicking Yes button.
5. Click Yes button again then click OK button.
6. Right mouse click TagesSetup.exe application file again and click Run this program as an administrator.
7. Click Yes button to install the new drivers then click OK button.
8. Run the game.

WINDOWS VISTA/7/8 64-BIT (x64)

1. Click http://www.tagesprotection.com/5.5/TagesSetup_x64.exe
2. Save TagesSetup_x64.exe application file on the hard disk.
3. Right mouse click TagesSetup_x64.exe application file and click Run this program as an administrator.
4. If drivers are already installed, please uninstall them by clicking Yes button.
5. Click Yes button again then click OK button.
6. Right mouse click TagesSetup_x64.exe application file again and click Run this program as an administrator.
7. Click Yes button to install the new drivers then click OK button.
8. Run the game.

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Saves location SH3 SH4 SH5 


You can find saves following these instructions

WINDOWS XP


1. Open My Computer then your (C:) local disk.
2. Open Documents and Settings folder.
3. Open your username folder.
4. Open Application Data folder (*)
5. Open Games folder.
6. Open Sherlock Holmes game folder.

(*) Note that on some Windows systems the application data folder is hidden by default.
Here is how to make it visible:
Click Tools, Folder Options then View tab.
Check Show hidden files and folders.
Click OK.


WINDOWS VISTA

1. Open Computer then your (C:) local disk.
2. Open Users folder.
3. Open your username folder.
4. Open AppData folder (*)
5. Open Games folder.
6.
Open Sherlock Holmes game folder.

(*) Note that on some Windows systems the application data folder is hidden by default.
Here is how to make it visible:
Open the Folder Options by clicking the Start button and click Control Panel.
On the Control Panel, click Appearance and Personalization and click Folder Options.
On the Folder Options, click on the View tab.
Under the Advanced settings, click Show hidden files and folders and click Ok.

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Missing msvcr71.dll 

You can download the file from our support files database with this link: http://mail.frogwares.com/support/attachment_files.php?id=72
You must copy it into the game folder and try to run game again.

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FR demarrer en mode administrateur 

A. Pouvez vous demarrer le jeu en mode administrateur

1. Ouvrir Ordinateur.
2. Si il y a un raccourci sur le bureau allez a l etape 5 sinon Ouvrir le lecteur de disque dur (C:)
3. Ouvrir le dossier Programmes ou Program Files.
4. Ouvrir le dossier Focus puis le dossier Frogwares puis celui du nom du jeu.
5. Effectuer un clic droit sur l'application game.EXE et cliquer Propriétés.
6. Cliquer l'onglet Compatibilité.
7. Cocher Exécuter ce programme en tant qu'administrateur et cliquer OK.
8. Démarrer le jeu.

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False virus detection 

We are very sorry of this issue, but if you purchased our original release we can acknowledge what no viruses inside the games. We encountered some reports about false virus detection, this can happen for some antivirus programs because we are using game copy protection with executable encryption.
You can add game's game.exe file to the antivirus exclude list to avoid this false detection again.

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game log 

I need your GAME.LOG, it can be found there

FOR ANY VERSION OF WINDOWS:

1. Press Win and R keys together
2. In "Open" dialog type: %appdata%  and click OK
3. In opened Explorer window go Games subfolder
4. Open game title folder.
5. Open log folder, the game.log file must be inside

WINDOWS VISTA

1. Open Computer then your (C:) local disk.
2. Open Users folder.
3. Open your username folder.
4. Open AppData folder (*)
5. Open Games folder.
6. Open game title folder.

(*) Note that on some Windows systems the application data folder is hidden by default.
Here is how to make it visible:
Open the Folder Options by clicking the Start button and click Control Panel.
On the Control Panel, click Appearance and Personalization and click Folder Options.
On the Folder Options, click on the View tab.
Under the Advanced settings, click Show hidden files and folders and click Ok.

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[Sherlock Holmes 5 Adventure Game Collection] Games serial code is incorrect 

If you purchased Sherlock Holmes 5 Adventure Game Collection please read the message below:

We regret to inform you that all serial keys for Sherlock Holmes 5 Adventure Game Collection were deactivated by Frogwares. Starting from July 3, 2012 the collection to be considered a non-legitimate product.

Frogwares was forced to terminate the publishing agreement with Collective Mindz LLC as they failed to address the material breach of the contract and failed to provide any payment, report or information about their legal situation.

We are extremely sorry if you paid your own money for the collection. The only thing that we can advise is to apply to reimbursement from the shop you bought the collection.
Here is the complete news that you can print and bring to the shop:
http://www.frogwares.com/blog/sherlock-holmes-5-adventure-game-collection-public-notice/

In case the shop refuses to reimburse, please contact Andy Burton, owner of Collective Mindz, via phone: 952.250.0048
skype: aburtonusa
email: andy.burton (at) collective-mindz.com
or by post to Collective Mindz, LLC 1905 E Wayzata BLVDSuite 111Wayzata, MN 55391 USA

The US publisher of the games chooses to not respect its contractual engagement and therefore selling non legitimate product. This is a tough situation that we all regret here, to have legitimate players spending their hard earned cash on what became a scam using our name and our games. We hope Collective Mindz will realize the harm done and modify its actions towards players and Frogwares.

We appreciate your understanding.

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Activation request in BOX version 

The problem might have happened because of copy protection system. We used combined copy protection for disk release and internet download version.
The activation request is shown if the game CD is not in drive. Please insert disk into the drive to start the game, activation request must not be shown this time.

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