Self Support
Welcome to Madvox Ltd. End User Support. This page contains a variety of resources designed to
provide you immediate support. If you are a registered customer, please refer additionally to our
Customer Services
page where you will find additional product and customer support, patches, upgrades, etc.
For anything not covered in this page, please,
Contact Us
Solutions customers please refer to the Services page mentioned above for personalized support and use the
contact form as necessary.
Immediate Support Request
For immediate technical and customer support please, state your need and contact us using the following form:
General and Software FAQ
Is there any cost in downloading JAVA games?
JAVA games for cell phones and mobile devices are extremely small. However, they are usually delivered to your phone via OTA (Over The Air) or the Internet. This means, you have to download them to your phone using your phone's browser or messaging capabilities. For demos or trial versions of the games, downloading the game will incur airtime charges which are set by your carrier (so you will need to ask them about that) unless you have a Data Plan on your phone or you have a data cable (in which case, you can download the game to your PC and then use the data cable to transfer it to your phone, avoiding OTA charges).
Can I test your games?
Yes. Madvox Ltd welcomes beta testers, specifically for our mobile games. If you are interested please send us a note (use the box on top of this page) and we will consider you. If selected, you will receive free copies of our games for testing. Selection of candidates is based on your ability to test our games on specific devices or platforms and your enthusiasm about it. There are some very reasonable conditions to testing and you will not only receive free copies of our beta and candidate releases but also a free copy of the final commercial release of the game you test.
How do I install a game?
For PC and Pocket PC games, there is an installation guide available for added details. Essentially, you download a setup zip file. Extract the contents of the zip file to your hard disk. Execute the setup or install program and simply follow the instructions on the screen. Our installations are straight forward!
For Java games, the game web page provides a hyperlink that you need to navigate to directly from your cell phone. This will give you the choice to download the game directly to the phone.
How do I purchase a game?
You can purchase the game by clicking the BUY button on the game page. The prefer method to purchase a game is simply to click any of the BUY icons. We sell our games through PocketGear, Handango and others. These are very reliable and completely secure sites.
What OS do you support?
We provide software for multiple Mobile platforms. Our primary focus is on Pocket PC 2003 and Java Devices (most cell phones). We may provide versions of our products for Pocket PC 2002 upon request based on special prices. We also support Smartphone 2003. We will support the Windows Mobile 2005 platorm and currently support Windows CE 4.x as well as MIDP 2.x and J2ME. Our games will be available for Symbian as well. Different OS require different downloads.
What devices do you support?
Practially all devices. For cell phones, we target MIDP 2.0 and CDLC 1.0. For Symbian devices check the game page for specific information. For Pocket PC and Smartphone we support any device that has an Intel ARM processor. Older processors may be supported upon request based on special prices. In general, if you have a Windows Mobile, Windows CE, PPC or Smartphone device running any ARM family processor our games should work. If you have a Java-enabled device our games should work (Java downloads are different though. Make sure you get the right version of the game for your device) but ensure your phone is MIDP 2.0 and CDLC 1.0 (or above) compliant. Nevertheless, all our games offer trial versions. We strongly encourage you to download the trial version and test it on your device.
Do you customize your games?
Good question! We do, in some cases. We may customize names, characters or levels/maps for special needs under a special price. If you'd like to give a personalized game (perhaps abirthday gift or character names for your family), contact us for these cases.
How are your games different?
In several ways. First, we are professional developers with over 40 year combined experience in multiple platforms and programming languages. Our approach is "zero defect" and thus our games have the highest quality code and modern software engineering practices embedded in them. But aside from that, we differentiate ourselves in the following key ways:
We normally offer customizable levels and maps
We generally offer fully customizable sound, graphics and effects
We use realistic physics and math in our games
Our A.I. is solid so enemies and NPC are not "dumb"
We do not believe graphics are everything. We believe playability is key
We offer highly competitive prices and very affordable games.
We offer phenomenal product and customer support!
TroubleShooting
| How Support Works |
Please, note: Games and other products have support data on their respective web pages. Visit the product's web page for detailed support information, including patches, downloads, cheats, troubleshooting, etc... There is a general troubleshooting guide on this page (scroll down).
Solution Customers: Support is personalized. Use our contact form to request a new support ticket or a phone call. We reply immediately to
registered Solution Customers. Visit also our Services section for additional self-support.
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| General TroubleShooting |
First of all, understand that everyone has a different machine and different configurations.
This makes it difficult to spot a problem outside of very standard issues. Your problem may
be standard or it may be so unique we can't fix it. You have our guarantee though that if we
can't fix the problem and you met the minimum requirements for the game when you downloaded it,
we will refund you your purchase. We are not interested in the slightest in making unhappy
customers. So if you purchased the game and we can't make it work for you,
you can have your money back. However, keep your payment transaction information.
We can't refund you if we don't know who you are or do not have proof of purchase. Understand
that there is a great deal of fraud going on and, while we don't suspect our registered users,
if you are not registered or we can't identify you then we don't know who you are.
But we will do our best to keep you happy.
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| Software Installation Issues |
Before you continue, if you purchased a mobile game, be sure to check our Mobile Installation Guide.
The answer you seek is probably there. Games and Applications come in four flavors:
CAB Setup, EXE setup files or ZIP setup files and .JAD files for Java games.
For non-Java games, generally, we prefer the ZIP format because these days, any EXE file is
automatically assumed to be dangerous by either the browser, the operating system or your
antivirus program and frankly, that is the right assumption to make!
So, to avoid problems we tend to provide ZIP files.
If you downloaded an EXE or CAB file, simply run it to start the installation process.
An EXE file can be run directly from the PC. A CAB file usually needs to be copied to a
mobile device. We do not supply CAB files for PC products.
If you downloaded a ZIP file, extract the file to a folder of your preference
(simply run WinZip or WinRAR to extract the file or right click on the file and
select EXTRACT TO... and extract wherever you want.)
When the file is extracted, you will end up with an executable file. Double click on
it to run the installation program. Installation is simple and so the program should
run just fine. However, on older systems you might have a problem with some of the
newer technologies included in our games and applications (for instance, .NET components).
If that is the case, let us know and we will try to help you although, it
may be necessary for you to upgrade your operating system in such instances.
Follow the installation instructions and you should be fine.
Otherwise, proceed to the INITIALIZATION section below. If you have a Java game,
installation is fully automated. Simply download the .JAD file link form the game web page.
You must navigate to the JAD link from your cell phone or provide your phone address for
message download. Watch out for internet connection time charges because all our
Java games are OTA-delivered (over the air).
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| Software Initialization Issues |
This refers to the loading of the setup program or the loading of the game or application.
If the setup program fails to start it might be because of the reasons explained above.
If you have Windows 2000, XP or Vista, none of the above should apply to you, for sure.
In that case, you may need to e-mail us and we will send you an alternative install.
If it is the game or application that fails to run, before you send us anything,
consider the following: For PC, you must have DirectX 8.0 or higher installed on
your system. For applications, you need .NET Framework support (2.0 or higher).
These days, DirectX
and
.NET are part of Windows so you should not have this problem.
But just in case, go to DirectX and download the latest version and do the same
thing with .NET. Your machine should benefit from this anyway!
You must not alter the CONFIG.INI file that comes with the software unless you absolutely know
what you are doing. If you did alter this file, you must reinstall the application. This
should solve the problem.
If none of this applies and the software fails to load or start, it is usually an
indication of some other application causing the problem.
You are probably familiar with this. Sometimes, other applications conflict
with the software.
Our software is written in the cleanest possible way so this would be a very rare
occurrence indeed. However, some people have very peculiar systems. If you are
sure none of the other reasons apply, go to the LOGS folder where you installed the software
and check the log. You may find some clues as to what is happening.
Otherwise, you will need to e-mail us a copy of the log and we will try to figure
it out for you.
Make sure your system or device meets the minimum requirements stated by the
documentation. Not enough RAM is a good reason why the software won't run
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| Software Licensing Issues |
Our commercial products have a commercial license. A commercial product is usually shareware.
This means you can try the product for as long as you want before you buy it. In fact, you
don't have to buy it at all if you don't want to though you'd be missing all the fun!
Anyway, both the shareware and the full version of the product have licensing requirements
that the product itself takes care of. However, if you see error messages relating to
licensing (which would be displayed by the product on the screen), let us know and
we will help you.
Note that when you first try the shareware and then purchase the full version we will
send you either a new install or a new license that needs to replace the old one.
Failing to replace the license will cause your product ot continue running in shareware
mode. Do not forget that your comments are most welcome in our
FORUM sections
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| Game Play Issues |
Once you load the game, rarely anything will go wrong because as we mentioned above, our
games are written in clean, standard, high quality, C++ native code, with no weird references.
Our games can be rebuilt to work on LINUX as well as Windows so we take care of not
having any incompatible code in them.
A problem during game play is almost always caused by some other resource, such as running
the game together with other application(s) which could cause very slow performance since
games and graphics tend to max out the CPU (for instance, don't run the game while
Photoshop is running in the background.) It could also be that your equipment does
not meet the minimum requirements. Check the requirements for the game and make sure
you have enough memory and processing power.
Our games are designed to use minimum resources but there is a minimum indeed that you
must have. Check the Log file also, as above, for additional information and send us
the log if you can't explain what is going on.
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