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Longbow Games Product Support

You can contact the developers by email at help@longbowgames.com.

To contact Longbow Games by phone:

Phone: 416-585-2000

To contact Longbow Games by mail, address your mail to:

Longbow Digital Arts
Box 513, 220 Yonge Street
Toronto, Ontario M5B 2H1
Canada

General FAQ

  • Why haven't I received my email invoice or heard back from tech support?

    While attempting to protect your computer and block spam, you may have set your security too high to receive emails that contain download links. Your Internet Service Provider (ISP) is also trying to protect you by blocking spam and this can also cause problems. If you email tech support that you haven't received an invoice or had a question answered, then we will attempt to contact you by sending you an email without links in it.

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  • Where can I find Demos and Free Versions?

    All of our games and products have demo or free versions for you to try. Demos and freeware versions can be downloaded from our Download Centre.

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  • What if I have problems getting the demos to work?

    If you have a question, send us an email with as detailed a description of your problem as possible, and we'll try to get back to you right away.

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  • Can I make videos of your games?

    Of course! We whole-heartedly support anybody who posts videos of our games, including Let's Plays, tutorials, and reviews. You're free to monetize the videos with advertising, as long as you aren't charging your users to see the content. In return, all we ask is that you link back to our site.

    It's a shame that we have to post this policy at all, as we believe this sort of content should be completely legal and should not require the developer's permission, but some content creators have been threatened by other video game companies, and we don't want any content creator to fear such legal attacks from us.

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Longbow Store FAQ

  • Is online purchasing safe?

    Yes. All purchases made online are encrypted with industry standard SSL encryption. We will also never store your credit card number, making it impossible for hackers to steal your credit card information.

    With today's encryption technology, sending your credit card number to a secure server over the Internet is safer than handing your credit card to a waiter in a restaurant, or placing an order over the telephone.

    Orders from our store site are safe and secure and ready for download immediately after your credit card information has been processed. Download links are also sent out by email.

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  • What does a registration key do?

    Some of our game have a registration key. This is simply a code that you are required to enter for the full version to run.

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  • How do I get a registration key?

    When you add an item to your cart and check out, a registration key will be generated for each product that requires one. Each Registration Key is unique to your name and address.

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  • When do I get my registration key?

    As soon as your credit card is processed, you can retrieve your registration key from the Download Centre. A link to the Download Centre will also appear on at the bottom of your invoice.

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  • Can I get a physical CD to back up my order?

    In addition to completing your purchase online we can place your order and registration information on a custom CD and mail it to you. There is a fee of $5 plus shipping for each custom CD.

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  • What is your refund policy?

    We will refund any purchases which you have not yet downloaded and which have not yet been shipped, or any duplicate orders made in error. Please contact us if you would like to ask about a refund.

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Purchases Download FAQ

  • How do I download my purchases?

    To download your purchases, log into the site with the email address and password your created during checkout or when registering and go to our Download Centre. A list of your purchases should appear along with a 'Download' link for each. Click the 'Download' link and select 'Save to Disk' to transfer the product to your computer. Make sure to remember where you saved the file so that you can double-click to execute it once the download is complete.

    Note: For products such as Stone Cutter, Vortiball and Triangle Trifle you will be prompted for a registration code when you first start the game. This registration information can be found by clicking the 'Reg. Info.' link next to the 'Download' link.

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  • Where do I get my registration information?

    For games that require a registration code, such as Stone Cutter, Vortiball and Triangle Trifle, you can access your registration info by clicking the 'Reg. Info' button next to the product name. Clicking the button will open a small window listing the information necessary to register the game. You may either enter the information manually when prompted to do so in-game or you can click 'Download Reg. File' to download a Windows Registry file that can enter the information for you. Once you have downloaded the file double-click it to add the information to your registry. Note: On some browsers you will have to rename the file so that it has a '.reg' extension in order for Windows to recognize it.

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  • Why do some products have 'Reg. Info'?

    Some products, such as Stone Cutter, Vortiball and Triangle Trifle, require a registration code in order to activate the full version. For these products there is a 'Reg. Info' button that allows you to obtain that necessary information. Products that don't have 'Reg. Info' buttons only require you to download and install them in order to access the full version.

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Windows FAQ

  • How do I update my video drivers?

    First you need to find our which graphics card you have. To do that, hold the Windows key and press R on your keyboard, then type "dxdiag" in the dialog box that pops up. After you hit the OK button a new dialog box should pop up with a series of tabs, and the "Display" tab should tell you all the information you need to know about your video card.

    Once you know that make and model of your video card, you can go to the website for your video card vendor and download the latest drivers. Here's the driver pages for the most common video card vendors:

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  • Why does my virus scanner say your games are infected?

    We can assure you that our games are not infected with viruses!

    Virus scanners usually have a "better safe than sorry" policy, which means they would rather report something as a virus when it's not than risk reporting something as safe when it's a virus. These are called "false positive", and they're extremely common.

    But don't take our word for it! You can test any file yourself by uploading it to VirusTotal. This is a free service that will scan any file with multiple virus scanners. If most of the virus scanners say the file is safe, then it's probably just a false positive.

    When an anti-virus program detects what it thinks is a virus, it will store it in a section of the program that's usually called a "Vault" or a "Quarantine". Once you're convinced that the file is safe, you should be able to go into the vault and restore the file.

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  • Where are my saved games stored?

    • On most versions of Windows, your saved games will be in the "Saved Games" folder in your home folder.
    • On Windows XP, your saved games will be in the "My Documents" folder in your home folder.

    In both cases, you should find a sub-folder named after the game you're interested in.

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  • Where are my settings stored?

    • On most versions of Windows, your settings will be in the "AppData\Roaming" folder in your home folder.
    • On Windows XP, your settings will be in the "Application Data" folder in your home folder.

    In both cases, you should find a sub-folder named either "LDA Games" or "Longbow Digital Arts", followed by another folder named after the game you're interested in.

    Note that you might need to enable hidden files to see this folder.

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  • Where is my "home folder"?

    The easiest place to find your home folder is on your desktop: Windows will often place a folder there with your username on it.

    Failing that, you can find your home folder in one of these locations: (Note: you will need to enable hidden files to see these folders)

    • On most versions of Windows, your home folder can be found at C:\Users\[your user name]
    • On Windows XP, your home folder can be found at C:\Documents and Settings\[your user name]

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  • How do I see hidden files?

    To see hidden files, hold the Windows key and press R to bring up the Run... dialogue, then type "control.exe folders" and press "OK". This will open the "Folder Options" window.

    In the Folder Options window, select the View tab and then check Show hidden files and folders and uncheck Hide protected operating system files.

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  • How do I see my file extensions?

    To see your file extensions, hold the Windows key and press R to bring up the Run... dialogue, then type "control.exe folders" and press "OK". This will open the "Folder Options" window.

    In the Folder Options window, select the View tab and then uncheck Hide extensions for known file types.

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  • What's a dxdiag.txt file, and how do I make one?

    If you're having trouble with a game, one of our developers might ask you for a dxdiag.txt file. This is a file that shows your system specifications, and it helps us diagnose problems that might be specific to your system.

    To make one of these files, hold the Windows key and press R to bring up the Run... dialogue, then type "dxdiag" and press OK. In the new window that pops up, press the Save All Information... button to generate your dxdiag.txt file.

    Note: dxdiag might ask if you want it to check "WHQL" signatures. It's okay to say No to this question.

Tread Marks FAQ

  • I have a question about Tread Marks!

    Tread Marks has its own FAQ which is located here.

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