Download Instructions

Please follow these steps to help ensure a successful download:

Log in to your Online Store Account. You can download by clicking the Begin Download button on the Order Details page. Click the Begin Download button once only. Do not double-click.

If a prompt appears, click on Save (or Save File or Save Link As). Do not click on Run yet as this this can cause download problems. Do not rename the download file as this can cause installation problems.

We recommend that you save the file to your Desktop. You can save the download file anywhere you like, but please be sure to note that location.

Once the download starts, you will see a pop-up with a status bar and a percentage that will climb to 100%. Allow the status bar to reach 100% before you try to run the game.

Once the file is completely downloading, double-click to start game installation.

If you are still not able to download after following these instructions, please contact our Digital Store Support. More information on downloads is available on our Digital Store Help page.

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58 responses to “Download Instructions”

  1. marisa says:

    I don’t even have a download link on my order details page…why is this?

  2. Tammy says:

    I bought and downloaded a game but I can’t find it! where is it? My order number is 13263221922

  3. Emma says:

    The download manager opens but the progress stays on 0%.

  4. Elizabeth Diamond says:

    I bought a game and when I submitted my billing information I didn’t receive a download link or any info on how to get my game. What did I do wrong?!?

  5. Vicki says:

    I am trying to use the digital download and the bar pops up with a percentage but it just won’t load and says network error what is going on?!

  6. Vadim says:

    I just bought a digital copy of Sea of Darkness and I don’t see a download link. I’ve been to my ‘Order Details’ page and still nothing. What do I do? My order number is **Edited for privacy**. PLEASE HELP!

    • Little Jackalope says:

      Hi Vadim! You pre-ordered Nancy Drew: Sea of Darkness. This means you purchased it in advance, before it is released. Once the game is released, you will receive an email on May 12th that has the download link.

  7. Martha says:

    How long do I have to download my game if I don’t buy the extended download service?

  8. Machelle says:

    Just bought Sea of Darkness and every time I try to download it it tells me that the disk image cannot be found… but it’s the digital download. I’ve been using Chrome but Safari doesn’t even let me find my order number. Please help. I do not want to buy a backup disk.

  9. Taylor says:

    If I buy the digital edition can I download it on my laptop and home computer like you can with an actual CD game?

    • Little Jackalope says:

      You can download it onto one computer, then copy it to a disk or flash drive to another computer of your own. 🙂

  10. Sophie says:

    I began my download and waited an hour and it showed no sign of progress, so I left it to work my 4 hour shift, and also to the store for about two hours. My download had moved maybe from the starting point to 5%. I’m beginning my download again, but I don’t want to mess up the product or my amount of downloads or anything?

    I have a mac with updated software (Yosemite). Confused!

  11. Reagan says:

    My sister bought Silent Spy and Sea of Darkness, but now it is saying the ‘ download link has expired.’ She’s owned many other games andnone of them have had this problem. Is there a way to get a new download link or does she honestly have to REPURCHASE a game that she already payed for?

  12. She says:

    I download the file but every time it reaches 100% it keeps failing. Why is this?

  13. courtney goes says:

    I cannot log into my online store account. The email I signed up with is no longer active. All emails should be redirected to my new one but it was not.

  14. kim farris says:

    I just bought a digital download of Labyrinth of lies and when i begin to download it says forbidden I dont have permission to access. can someone help?k

  15. lauren says:

    Hi, I just bought Nancy Drew: Ghost of Thorton Hall and I’m trying to download it but it’s going through the download manager and it’s taking an extremely long time. Is that normal?

    • Little Jackalope says:

      Hello Lauren, that can be a common thing. The game itself isn’t that big, but it may be getting a hang up with the internet. Check the wifi to see it it’s dropping a connection, and check your internet speed. You might need to connect to a hard wire connection to the internet.

  16. Tatyana says:

    I bought Nancy Drew MID
    But it has no any button to download the game! I have sent you 4 letters to your support service and still no any answer!!!!!
    I won’t my money back!!!!!

  17. Kristin Evans says:

    I just finished downloading Midnight in Salem but it keeps saying “hash failure”.

  18. Hannah says:

    I purchased the digital download midnight in Salem for my windows 7 laptop. I downloaded the game and clicked it to play it starts up then loads for many minutes, Then it says Midnightinsalem.exe has stopped working and the game closes.I have removed and re-downloaded the game several times as well as changed many settings nothing works. I have sent two emails with no response on how to fix the problem.

    • Little Jackalope says:

      Hi Hannah, that does sound like a problem. Thanks for emailing us – we will be on the lookout for your emails (several of us just got back from holiday break and catching up on all the emails. We will get to yours as soon as we can!)

  19. Sarah says:

    Hello my mom just bought midnight in Salem and I have installed it and tried to run it. I get passed the title sequence where nancy says “dare to play” but will not get past the loading page that shows a shadowed burnt/abandoned looking house

  20. Jaselyn Anderson says:

    Hi
    I just purchased The White Wolf of Icicle Creek. I downloaded and installed the game but when I click on the icon nothing happens. I have emailed you with no reply. Please help! Thank you!

    • Little Jackalope says:

      Hi Jaselyn, I apologize if we haven’t gotten back to your email. We are not in the office over the weekends, and this last weekend in particular we had many emails come in. Keep an eye out!

  21. Gioia says:

    Hello,

    I have never purchased a download before and am wondering about the process. How does it work? Can I only play a game on one device or multiple? Thank you!

    • Little Jackalope says:

      Hello Gioia! You can play the game on multiple machines, as long as you save the download to a jump drive or external hard drive.

  22. Michele Neumann says:

    Due to what looks like many problems with downloading games, I am now unable to download to my Windows 7 laptop due to lack of security. I now have a new Windows 10 laptop, but do not want to download to it. I want to download to a thumb and then load to my old windows 7 computer. Anything I should know before attempting this?

    • Little Jackalope says:

      Hi Michele! That method sound like it would work fine. Just be sure to “copy” the files to the computer from the thumb drive before installing the game. You probably do not want to run the game from a thumb drive, only store your copy there. Good luck!

  23. Eric says:

    Hello! I’m hoping to buy a few more ND games this month, but I’m having trouble with Salem. I’ve DLed the .exe, but double-clicking on it gives me just a quick computer-is-thinking blue swirl and then nothing. I’ve rebooted and tried “run as admin”, but also no luck. What am I missing? Thanks!

    • Indy says:

      Hmm… let me reach out to our tech support team and get back to you. You can also try techsupport@herinteractive.com in the meantime. – Indy

      • Indy says:

        Hi Eric, this is copied and pasted from my favorite tech support guru!

        We are sorry to hear that you are encountering issues with the download manager. Please use the following suggestions to run your file: Update your computer.

        Update any drivers that need it and general Windows/Mac configurations; for Windows/PC run Windows Update.Temporarily disable your anti-virus protection (such as Norton or McAfee).

        Make sure to re-enable your anti-virus protection after the game download is complete.Make sure that you are connected to the internet when you run the file. Be sure that there is enough available space on your computer to download the game (10GB or more). 

        Move the DLM file to the desktop and run it from there. Press and hold alt+tab after double clicking the file to see if the window opened somewhere that you cannot see.

        Check your taskbar for any windows highlighted in orange. Right-click the file and choose “Run as Administrator.” Create a new administrator account and run the DLM from there. 

        Who is the manufacturer of your graphics card? (This can be found by typing “device manager” from the Start screen of your computer).

        After that, select display adapters from the items that appear in the on-screen prompt. Usually the devices listed will be either an Intel HD, AMD, or NVIDIA graphics card.

        Once you know your manufacturer you can then go directly to their website to verify whether or not there are any updates available for your specific device.

        Opt to download drivers (software that enables computer hardware to run appropriately).  

        Restart your computer.

        https://support.microsoft.com/en-us/windows/update-windows-3c5ae7fc-9fb6-9af1-1984-b5e0412c556a

  24. Ashleigh Sturgios says:

    I purchased a game digital download and when I go to the website to download I get an error message (error SYS_000001) and it will not let me progress to download the game. What do I do?

  25. Amelia says:

    Hi! I purchased and downloaded two games over the past two years. I was playing them on one laptop, but now want to move them to a seperate laptop that I got. I went to re-download but it says, error, too much time passed. How am I able to transfer the game to a new laptop?

    • Brighella says:

      Hi Amelia! At this time the only way to keep your download link past the 30 day mark is to purchase the 5-year extended download service. The installation folder you downloaded onto your laptop is your file for the game. Since the original download link expired, I recommend moving your original download file from your current hard drive to your other laptop via a physical drive like a USB stick or external hard drive. This way you can avoid the expired download link in the future if you get another laptop! Please reach out to techsupport@herinteractive.com if you need further assistance. 🙂 -Brighella

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