Do you have a troubleshooting assistance guide?

Preface: If you are encountering problems, we highly recommend taking a few minutes to systematically complete all the steps contained below. Should problems persist, we will want to know about them but will need sufficient detail to make informed recommendations. Please submit all information requested at the end of this article if you continue to experience problems.

Make sure that your computer will support the game. It is highly recommended to first check and make sure your system meets the minimum requirements to play the game. Some older systems may also benefit tremendously by closing other non-essential applications like email, music, or other browser windows. Click HERE if you need instructions on how to see if your system meets the requirements.

Restart your machine. If other running processes are creating interferences, restarting is useful. Once a restart has taken place persistent problems often cease. It is often wise to restart your machine after completing the other recommended steps outlined below to ensure the updates are successfully applied.

Clear your browser's history. This frees valuable space and improves browser speed, ensures that the pages you are visiting are "fresh" and not defaulting to older versions. This protects your privacy as well. Click HERE if you need instructions on how to clear your browser's history.

Ensure that all security settings are allowing successful installations and access to iWin game. Because we have ad enabled games and advertising, iWin is occasionally falsely detected and you may experience your installations/activations being blocked by security software (anti-virus, firewall, or anti-spyware). Click HERE for an article explaining why some antivirus software may cause problems for your game installations and links to the support pages of some of the most common antivirus companies.

Verify you have Administrator Access. In certain instances, an operating system (XP, Vista, Win7, Win8, etc...) may not give a game the necessary permissions it needs to work as expected. This may cause the game to not start or run properly, or may cause 'saving' issues. Enabling the option to run the game as administrator may help in this case. Please review the information found HERE for instructions specific to your particular operating system.

Make sure you have the latest version of the Java Runtime Environment.This ensures performance stability. You can download the latest version from Sun’s website by clicking HERE. Additionally, it is optimal to make sure you have the latest runtime libraries installed on your computer. You can update by clicking HERE.

Verify that your Microsoft DirectX is up to date.This optimizes multimedia task performance.

- The latest version for XP is DirectX 9.0c

- The latest version for Vista (SP2) is DirectX 11.

Click HERE for updates to Microsoft DirectX.

Make sure you have the latest version of Adobe Flash Player. You can download the latest version of Flash Player at the main Adobe site by clicking HERE.

Make sure your sound/video card drivers are up to date and your hardware acceleration is optimized. If your hardware acceleration is not optimized or your sound and video drivers are not up to date, you may experience systemic crashing when you attempt to play your games. Click HERE for tips on how to get started.

Test your game before completing the next steps. If your games launch and play successfully, no further action is needed.


Uninstall your game via the iWin Games Manager.

Click HERE for information on how to correctly remove your game.

Uninstall the iWin Games Manager, if multiple games are affected.

Click HERE for information on how to remove the iWin Games Manager.

Reinstall the game and the iWin Games Manager.

Click HERE for easy instructions for purchased games on how to reload both, completing the reinstallation portion of the article.

For Windows Vista users...

Click HERE for general tips relating to our games with the Windows Vista operating system.

For Windows 7 users...

Click HERE for general tips relating to our games with the Windows 7 operating system.

If you are still having difficulties after following these steps please respond by either opening or reopening a ticket from the main page of the support portal. The more information we have, the greater the likelihood we'll be able to identify and solve your problem. By submitting as much of the following, it will help us diagnose and help resolve your issue...

Send us a screen shot capturing the issue. Click HERE for information on how to do so.

Additional useful information to provide:

- Which game title(s) are affected?

- Is it a limited time trial game, a "Play Free, No Time Limits" title or an All Access game?

- When did you install the game for the first time? When did the problem start?

- What is your operating system (XP, Vista, Windows 7, etc.)?

- What browser are you using (Microsoft Internet Explorer 9, 10, or 11 - please note that the iWin Games Manager is an Internet Explorer based client and therefore other browsers are not applicable to most technical issues reported)

- What anti-virus software do you use (Norton, McAfee, AVG, CA, etc. Providing the version ID is often very useful for diagnosing false detection issues)?

- What type of internet connection do you use (Dial-up, DSL, Cable, Wireless, etc.)?

- Who is your internet service provider?

- Had you downloaded the same title from another site prior to installing from us?

- What is the specific point of failure in the installation process or game play?

- What is the exact wording of any error messages you receive?

Other resources...

For greater systems problems affecting your overall computer performance (not just iWin software), click HERE for information on other resources available to you.




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