FAQ
Q. I’m experiencing
performance issues with my game.
Q. I have a non-technical question and have
gotten “stuck” while playing the game.
Q. How do I become a
focus/beta tester?
Q. Do I need an internet connection to activate
my game?
Q. I’m getting a
“trial period expired” error, but I’ve already purchased/activated my game.
Q. How do I get a
copy of my receipt?
Q. How do I update my
version of a game?
Q. When will my
favorite game be released?
Q. I’m experiencing performance issues with my game.
A: Like any program, this game fights for system resources to perform at its best. Please try the following steps:
1) Try running the game without any other programs running in the background. This might include antivirus software or another application which actively scans your computer. Shut down other programs before starting the game.
2) Get all the latest hardware Drivers and Windows updates available. Click on “Windows Update” in your Start Menu. Also, if you have a separate video card, you might check your manufacturer’s website for the latest drivers for that card.
3) You should have the latest version of DirectX available. Go to: www.microsoft.com/windows/directx/default.aspx
4) Make sure you meet or exceed all the system requirements to play the game. These are listed on the game product page from the site where you downloaded it.
5) If available, try running the game in Full Screen. You can usually find this under “Options” in the main menu. Many games perform better in full screen as opposed to in a window.
If none of the above improves performance, please submit a Help Desk request.
Q. How do I contact Support?
A: If you have a non-gameplay related issue that is not resolved by any of the above, you can contact us by submitting a Help Desk request. Please include a detailed description of the issue, including any error messages you are receiving. It is also helpful to include your full system specs in the form of a Dxdiag. Here’s how to provide us with that:
1) Click the START button, and then select RUN
* Note – if you are using Windows Vista, you will not find a “RUN” option when you click on START. Instead you will see an empty box w/ a magnifying glass on the right, in which you can type “RUN” and then select Dxdiag.exe from the top of the list. You can then proceed w/steps #3-6.
2) Type in “Dxdiag” and click OK. An application will now run.
3) Click “Save All Information” and save the file to a place where you can easily find it (I recommend the Desktop).
4) Exit the program and open up the “Dxdiag.txt”.
5) Hit “Ctrl A” to select ALL the text. Then hit “Ctrl C” to copy it.
6) Paste the text into the message body of your email reply by hitting “Ctrl V”.
Please do not attach the Dxdiag file to the email.
Please note that support is for technical issues only, and not for questions regarding gameplay.
Q. I have a non-technical question and have gotten “stuck” while playing the game.
A: If you are having trouble with any part of your game, check out our Game Forums:
There, you will find questions posted by other players and discussions about how to pass levels within the game, or you can start your own thread requesting assistance from other players.
Q. How do I become a focus/beta tester?
A: To be eligible for future focus tests simply sign up for our newsletter. We send out invitations to everyone on this list and you can sign up for it here:
To receive the newsletter and focus test invitations, please make sure that your email server allows the following address; otherwise it may be filtered out as spam:
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Please keep in mind that we do not focus test every game that we release, and that a focus test is no guarantee that we will be releasing a game.
Q. Do I need an internet connection to activate my game?
A: Yes, an internet connection is required for activation. However, once activated, your system does not have to be connected to the internet to play.
Q. I get the following error when I try to activate: “Unable or error contacting the Sandlot Games servers…”
A: This message is received when a customer has a firewall or antivirus software protecting their computer. The firewall will allow you to download the program/game, but will not allow the game to send anything out back to our servers (such as an activation code), as this mimics the behavior of certain viruses that steal personal information.
You can try either adjusting your firewall settings or temporarily disabling it (this has to be up to you). Unfortunately, this is not something we can resolve on Sandlot's end. If you are unable to activate your game, please contact us by submitting a Help Desk request.
Q. I’m getting a “trial period expired” error, but I’ve already purchased/activated my game.
A: This usually occurs when the in-game DRM and Launcher DRM have gotten out of sync and the game suddenly “thinks” that it has not been purchased. Deleting your activation key files, the "keys.txt" and "store.txt" files, and reactivating the game should fix the problem. To delete these files, please navigate to either of the following locations on your computer and DELETE the "keys.txt" and "store.txt" files:
For XP Users:
C:\Documents and Settings\All Users\Application Data\Sandlot Games\(game name)
For Vista Users:
C:\Users\(Username)\Saved Games\Sandlot Games\(game name)
For Windows 7 Users:
C:\Users\(Username)\Saved Games\Sandlot Games\(game name)
After you have deleted these files, the Launcher will automatically come up the next time you run the game, giving you the option of entering your activation code. Please make sure that you copy & paste the code into the activation code box instead of typing it in.
Q. How do I get a copy of my receipt?
A: The easiest way to get a copy of your receipt is to log in to your Sandlot Games website account and then click on the Account menu. At the bottom of the Account page you will find a complete list of your purchases. Just click on the purchase you are interested in and you will be shown a copy of your receipt.
Or if you wish, you can always email us for a copy of your receipt at
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. Please include the name and/or email address
that your game was purchased under.
Q. How do I update my version of a game?
A: Periodically, we may release an updated build/version of a game to fix any bugs or issues that arise after shipping. We will announce these on our forums when they occur. If you purchased your game from the Sandlot website, simply uninstall your current version of the game and redownload the game from its product page. Generally, your activation code and saved games will be retained; however, further explanation will be included in the forum thread announcing the update.
If you purchased your game from another site, you will need to download the update from the site you purchased the game from. While updates are released immediately on the Sandlot Games website and deployed to our partner websites, we have no control over when it will be made available to customers on those other sites. Please contact the site you purchased the game from for further information on when updates will be made available.
Q. When will my favorite game be released?
A: It is Sandlot Games policy not to announce release dates ahead of time. We prefer to release a game when it is ready and not just to meet deadlines. For the latest information on your favorite game, please sign up for our newsletter here:
By signing up for our newsletter, you can keep up-to-date on all of our upcoming titles, and be one of the first to participate in focus-testing our games before they are released. To receive the newsletter, please make sure that your email server allows the following address; otherwise it may be filtered out as spam:
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