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.
I don’t even have a download link on my order details page…why is this?
Hi Marisa! Please contact us at customerservice@herinteractive.com and we can help you with your order.
ordered two games. no email confirmation, no order number numbers, no order confirmation, yet you took the money.
Hi Michael, please contact us at customerservice@herinteractive.com and include your email and full contact info so we can try to look up your order. It’s possible the order didn’t complete the process. Thanks!
I bought and downloaded a game but I can’t find it! where is it? My order number is 13263221922
Hi Tammy, would you please email techsupport@herinteractive.com with the email associated to that order, and we can help you with the download. Thanks!
The download manager opens but the progress stays on 0%.
Emma, please email techsupport@herinteractive.com and we can help figure this out.
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?!?
Hi Elizabeth! Please email this issue to techsupport@herinteractive.com and we can help with this.
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?!
Vicki, please email us at techsupport@herinteractive.com and we can help figure this out. 🙂
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!
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.
Out of everything, this has been the best response. THANK YOU.
How long do I have to download my game if I don’t buy the extended download service?
You’ll have 30 days to download your game. 🙂
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.
Hi Machelle! Please email us at techsupport@herinteractive.com and we can help with this, thanks!
If I buy the digital edition can I download it on my laptop and home computer like you can with an actual CD game?
You can download it onto one computer, then copy it to a disk or flash drive to another computer of your own. 🙂
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!
Hi Sophie! Please email us at techsupport@herinteractive.com and let us know which game you are trying to download, and how you are connected to the internet (personal computer, work computer, using wifi, etc.)
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?
Hi, Reagan! Please email us at techsupport@herinteractive.com so we can provide further assistance. Thanks! -Tess
I download the file but every time it reaches 100% it keeps failing. Why is this?
Hello She, would you please contact us at techsupport@herinteractive.com and let us know your operating system? Thanks!
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.
Hi Courtney! Would you please email us at customerservice@herinteractive.com? Thank you!
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
Hello Kim! Make sure you have Admin permissions on the computer you are using. If the problem persists, pleas email us at techsupport@herinteractive.com. Thanks!
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?
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.
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!!!!!
Hi Tatyana, please contact customerservice@herinteractive.com with your name and order number. We can help you out – you should be able to download the game, and this sounds like an error.
I just finished downloading Midnight in Salem but it keeps saying “hash failure”.
Hi Kristin! That doesn’t sound right, would you please email us at techsupport@herinteractive.com and include some details about your computer? Thanks!
Hi I keep having this problem too – have you managed to resolve it?
I also get an NSIS error when i try to install the downloaded file
Hi Vivienne, be sure to let techsupport@herinteractive.com know about this, too. Thanks!
Hi again, Vivienne. This is an internet connection issue. To learn more, please email us at techsupport@herinteractive.com. Thanks!
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.
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!)
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
Hi Sarah! Would you please email us at techsupport@herinteractive.com and let us know if you are on a PC or a Mac, and be ready to share your computer specs with us? That way, we can help you out further. Thanks!
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!
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!
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!
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.
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?
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!
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!
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
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
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?
Hi Ashleigh, please reach out to Digital River as they handle all game purchases. 🙂 -Indy
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?
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
How many set up things have to download on crystal skull I’m on 2 now
I ordered the $189 bundle and it says start download and I have downloaded most of the games but I have Curse of Blackmoor Manor and Warnings at Waverly Academy left to download and the start downloads don’t have the game name on it and I am going one by one and sometimes I get duplicate tries to download and it knocks me out of herinteractive. So I can’t figure out which game goes to which start download. Please let me know what to do. Plus Stay Tuned for Danger won’t download. Please let me know. Thank you.
Hi Kathleen! Are you still having trouble with the download? If so, please reach out to our tech support directly by emailing techsupport@herinteractive.com and they will be able to help! 😀 – Roo
I am having problems with downloading Stay tuned for danger. I have Windows 11