Download Information

Is there anything I should do before I download?

For best download performance and to protect the integrity of the downloaded file, please disable or suspend any of the following before you download:

Firewall – A firewall can prevent you from downloading a file.
Anti-Virus Programs – Anti-virus programs scan downloaded files and can stop a download. As a result, the file may not download or can become corrupted or damaged.
Download Monitors – Programs such as GoZilla!™ and NetZip are not compatible with our server and can stop a download.
Screen Saver – Screen savers have been known to interfere with a download or affect system performance during a download. We recommend you disable your screen saver before you download.

If you need more assistance disabling one of the products listed above, please contact the manufacturer's technical support.

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How do I download my purchase?

You can download by either clicking the Download button on the Order Details page or by right-clicking on the Download button and clicking Save Target As in Microsoft® Internet® Explorer® or Save Link As in Mozilla® Firefox®. Do not rename the download file as this can cause installation problems.

Where should I save the download file?
You can save the download file anywhere you like but you should make sure to remember that location or the name of the downloaded file. Most people find it easiest to save their download file on their Desktop.

What will happen when I download?
Once the download starts, you will see a pop-up with a status bar and a percentage that will climb to 100%.

What should I do after I download?
When the download finishes, you should go to the location where you saved the file and double-click on it to begin installation.

If you have more questions or need help with your download, please contact Digital River using the information below.

Digital River Customer Support email: herinteractive.en.cs@digitalriver.com

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Is downloading the same as installing?

No. A download is a simple file transfer. An install is the unpacking and loading of the software on your computer. Most software will walk you through the install process after you download.

For assistance with the installation, use, or uninstallation of your software, please contact Technical Support using the information below.

Technical support email: herinteractive.en.cs@digitalriver.com

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What if the download stops before it completes?

If your download stops or is interrupted before it completes, simply click the Begin Download button again and the download should resume where it left off. If you need to get to the download page click here to look up your order.

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I finished downloading my purchase. Where was the file saved?

The file was saved in the default "Save As" location specified by your browser, or the location you selected in the "Save As" window that appeared when the download began. If you know the name of the download file, you can search for the file on your computer.

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How can I re-download software that I have already purchased?

To download software you have already purchased, you will need to look up your order and click the Begin Download button.

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I want to re-download my purchase, but the Download button is gone.

There are a couple reasons why you wouldn't see a button (where there previously was one) to download your purchase. If the order is older than 30 days and you did not purchase the Extended Download Service (EDS) for your order, then the download period has expired.Please click here to look up your order and purchase EDS for your product.

If you purchased EDS but are still unable to download, make sure the order is not more than five (5) years old. EDS downloads are limited to five (5) years after the initial product purchase.

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What is the Extended Download Service (EDS)?

The EDS service was discontinued on September 25, 2022, from the HeR Interactive, Inc store. This was a paid service, provided by Digital River, that would allow the fans to redownload their purchased games for a limited time of five years from the date of purchase. We would rather encourage our fans to back up their purchases themselves free of additional fees. When you place an order via our website, our store provider, Digital River, allows 30 days to download your purchase. We highly recommend backing up your Nancy Drew games as we know our fans like to replay their favorite games.

We also know computers crash and backing up the files you value is a necessity. Here is some basic information for backing up your purchase:

Once your game/guide has downloaded successfully, you can back up the downloaded file(s) to a DVD, flash drive, or other external media so that you will be able to reinstall the game or use your guide again in the future without having to re-download.

Here are instructions for backing up your files:

Plug your flash drive into a USB port on your computer.
A small window may pop up and give you options for your flash drive, and you may hear a small sound to let you know the flash drive has mounted. If this happens, you can choose “Open folder to view files” (this is called "Autoplay"). If it doesn't, you can find your flash drive icon listed in “My Computer”.
Next, navigate to the downloaded game installation file(s) that you want to place on your flash drive (for newer games with more than one file, back-up all of the downloaded files associated with each). Right click on it and choose “Send To” and then choose your flash drive in the list.
Wait until the file copies completely to the flash drive before removing the drive from your USB port.

Here’s a neat video tutorial that shows you in detail how to copy files to your flash drive: http://www.youtube.com/watch?v=Lluk26qiNXw

You can also install your game directly to the external hard drive:

Run the Setup application file.
Accept the license agreement and click next.
Select “Browse…” and navigate to your external hard drive. Click OK.
Click Next.
Click Install.

Please note that since the game has been installed to an external hard drive, you will need to always have the external drive plugged in when playing the game.

Do not unplug the drive while playing the game.

If you choose not to create a desktop shortcut, you will need to launch the game from the application file you installed to your external hard drive.

Thank you for being amazing fans and we hope you enjoy many more adventures with Nancy and the gang!

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How do I get a physical version of my downloaded product?

Unfortunately, we cannot exchange a downloaded product for a physical version of the same product. To obtain a physical product you must place a new order for the physical product.

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How do I get my serial number or unlock code?

If your product requires a serial number or unlock code, you can usually find it in the Order Confirmation email that was sent to you when you submitted the order. If you do not have your Order Confirmation email, you can get your serial number or unlock code by looking up your order.

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What do I do if my serial number or unlock code is not working?

First, make sure you have the correct serial number or unlock code. You can get your serial number or unlock code from the Order Confirmation email that was sent when the order was submitted, or by looking up your order.

Second, please note that serial numbers, registration numbers, unlock codes, and passwords are usually case-sensitive. Make sure you are entering your code in the right case.

If you still have problems, contact Customer Service.

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What is the Download Manager?

The Download Manager is a fast, easy, and secure tool that lets you download purchased PC games straight from the Digital Store onto your computer. It's the best way to get your game up and running as quickly as possible. It offers an efficient method of downloading files as well as the ability to pause and resume your downloads. When downloading large files, the Download manager tracks and confirms the completeness of your download and virtually eliminates an undetected file corruption from occurring.

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Why do I need to use a Download Manager?

When you are downloading large files from the internet, especially on a wireless network, it is possible that your internet signal could drop momentarily or become interrupted. The Download Manager allows the download to resume exactly where it left off when a connection is lost, so that your download can complete successfully without losing any progress or having to restart your download over from the very beginning.

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Why is there more than one file that downloads?

Due to higher resolution graphics, the file size of newer games has increased to over 2GB. These large files are divided into smaller files to allow for a faster, more efficient download.

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