Just a thought- did you also send an email to support at Plimus (the entity that processes the sale)? I even filled out a dispute form because I wanted a refund if I couldn't get it to work. I heard back from Plimus again today , just to inquire
if my issue had been resolved.

If you haven't yet, try covering all bases.

Hey guys - just want to assure you that this issue is being dealt with. Sorry for the problems.

Yes, jmdsmd1, I've covered all the bases I can think of

And I've had a reply now Chief, but no positive help as yet

"Hey guys - just want to assure you that this issue is being dealt with. Sorry for the problems. "

That's really good to hear !! Thanks, Dan Peach

Dan Peach, any updates for us?

Thanks.

Chief

Still being worked on Chief.

However in the meantime, to stop Norton deleting the installer automatically, you can create an "exclusion folder" on your HD to download the game installer into, so that Norton doesn't scan it, and doesn't delete it.

What you need to do is create a folder on your HD specifically to download this installer into.

Then open up Norton - go to "settings" - find the section that mentions "Items to Exclude from Auto-Protect, SONAR and Download Intelligence Detection" - and somewhere in there you can click an "add" button, and then "browse" to navigate to the new folder you created. This will exclude it from being scanned.

Then, download the installer into that specific folder. Norton should not make any fuss then. This method will only exclude that folder from being scanned. Norton will continue to operate as normal for all other files that you download - as long as you don't save them in the exclusion folder.

Once the issue is resolved, you can delete the exclusion folder, and download the file in the normal way.

Hope this helps.

Dan.

I'm afraid that won't work for me.

1. I've already had Norton involved to look at "rescuing" the files but they cannot be rescued.

2. Plimus told me I can't download them again.

3. TriSynergy haven't even replied to my original request for help (sent on Feb 10th) let alone offered any.

So today I contacted Plimus again and asked for a full refund.

I have to say I'm very disappointed at the way this whole affair has been handled

and I will add about the same thing as Mad.

Chief

Thank you Jenny 100 for this comment at the Discussion Forum.

If I understand this correctly, Norton is doing it's job on my computer.

And so, since I bought the game on February 9th, all this discussion, e-mails I sent to TriSynergy and Plimus and suggestions on what I should do to run the game, it comes down to a simple comment.

Now what will be done to help the gamers?

Chief

PS: and since then I bought Amber's Blood and Shadow on the Vatican, both downloads and no problems.

Having these two games to play and no solution and the near future, I asked for a refund of Corrosion.

"The only way I can see to avoid these false positives is to submit your game .exe to all antivirus companies before the game is released so they can test it and mark it as safe. "

I know for a fact that some companies experiencing this problem have tended to do just that, even if the problem hasn't actually come to light until after the release.
The issue has then usually been resolved in a matter of days.

It doesn't appear that TriSynergy has taken that route.

But even despite that, ignoring requests for help from customers (like me !!) who have bought this download and are completely unable to use it, is, to my mind, extremely unprofessional behaviour.

It really should be done before the game is released. Otherwise you have problems with customers using up their downloads and activations trying to get it to work.


I think Dan Peach tried to help, but the part about downloading and activation seems to have been farmed out to Plimus and is out of his hands.

Maybe I have missed it , however , have you submitted the game's .exe file to Symantec/Norton as a false positive , so it can be excluded from scanning ? If you have , then it is in Symantec's hands .

The developer has done this.
http://www.gameboomers.com/forum/ubbthreads.php/topics/786660/4.html
At least I assume that's what Dan Peach means when he says the issue is being corrected.
Unfortunately they didn't think to do it before the game's release and Mad has used up all her downloads.

Is it my job to mess with "suspect" files ?? I don't think so !!

I notified TriSynergy immediately this problem arose but have not heard a word from them.

I'm not sure what action Dan Peach has taken or is taking - but at least he has had the good grace to send me a personal apology.

MY current position is that I've requested a full refund.

The download I have is useless and I'm not allowed to download it again

[Not that I would even want to until assurances have been given that the issue has been resolved.]

Things are looking somewhat better .... at last !!

With help from Plimus, I now have a replacement game download and with help from Norton it has been installed.

I do still have a hurdle to get over in that my original activation serial number is not viable for the replacement download.
And I've had to register with the TriSynergy Help Desk to ask for help with that.

I am SO hoping it will be a hassle free procedure to get one

Good luck, Mad.

Thanks, Jenny100. Much appreciated !!

Was sent a "working" serial number this morning, so everything appears to be fine at last.

Phew !! What a journey THIS has been - and am I glad it's over !!

Good for you Mad and have fun with the game.

I was told this morning that my serial number was OK.

But I'm now getting a message after entering the serial number that "An Internet Failure occured".

Life goes on.

Will see what they say about this.

Chief

I am SO sorry to hear that, Chief, and I hope you manage to get yet another setback sorted

Hello Everyone,

First let me start by saying we are sorry if you are having a problem with anyone of our products. With that said we will do our best to fix any problems you are having with a product you received from us.

We do not handle any support via email. If you have emailed either support@trisynergy.com or support@justadventure.com you are sent an email auto-reply that states that this email address is not monitored and all support is handled through our help desk system and a direct link to the help desk web page. From there you can open a support ticket.

We do not use email for support many reasons. We found it very hard to support our customers via email. Many times the customer or our emails end up in junk/spam folders as well as many other problems. The help desk provides us with instant access to the customers orders and accounts to help them directly. This includes giving you access to re-download your products if needed, correct any serial number issues and soon shipment tracking.

Customer support tickets are normally updated on a daily basis. We officially do not answer support tickets on weekends or holidays but we normally do. I will be monitoring the help desk for the rest of today (Saturday) and tomorrow evening (Sunday). I would normally check it Sunday during the day as well but I have a family event to attend.

Thank you again for your time and I hope this has help giving you a clearer picture on our support system.

Tad H, Support Manager

and Tad.

Glad to hear you're finally up and running Mad !

Thank you, jmdsmd1.
And let's hope we'll be saying the same to Chief very soon !!

I'm glad to hear you're able to play your game now, Mad.
Let's hope Chief gets his game fixed too.
It's nice to see someone from Tri-Synergy stop by too.

Yes to all three, Jenny100 - but especially hoping for Chief's issues to be sorted