Frequently Asked Questions


Merchandise Store FAQ’s and Contact

FAQ’s for the Her Interactive Merchandise Store Please note that all support for Merchandise Store accounts and purchases is handled by Merchandise Store Support at Ivoke. Tech Support does not have access to your Merchandise Store account. Contact support@ivokelife.com for help with your Merchandise Store order. 1.  Can I change my order after I have […]

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Posted in: FAQs, Merchandise Store

DirectX, DirectDraw, or d3dx9 Error

You may receive one of the following error messages when starting your game: • Application failed because of missing component d3dx9_33dll • DirectX error • DirectDraw or INTDirectdraw error These errors occur when DirectX 9.0 is not correctly installed (multiple versions of DirectX may run at the same time), or a newer version of DirectX […]

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Where can I find the System Requirements for each game?

You can find the system requirements for each Nancy Drew game by clicking the Games tab at the top of the page, then click on the game of your choice. For example, the system requirements for game #26 Tomb of the Lost Queen (PC) are: Operating System: Windows® XP/Vista/7 Minimum System Requirements: – 1.5 GHZ […]

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Older Windows OS

Her Interactive does not offer technical support for any of our games on older Windows OS including Windows 95 / 98 / ME / 2000. For help installing older games on your Windows Vista or Windows 7 system, follow this link.  

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Posted in: FAQs, PC

Insert Disc 1 Error

When trying to run your Nancy Drew game, you receive this error message: Insert Disc 1 into the same drive you installed from This is usually caused when the game disc is inserted in a different drive than that originally installed from. Insert Disc 1 into a different disc drive, then launch the game again. […]

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Sound Problems

While playing your Nancy Drew game, you may experience one of these issues: • An error is displayed that says your sound settings are being changed • No sound plays during the game • Poor sound quality or sound “cuts out” while playing • Sound plays very fast These problems can occur if the sound […]

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Posted in: FAQs, PC, Sound

How to run Dxdiag

You may need to run the DirectX Diagnostic Tool (Dxdiag) to check your system requirements or performance, or to send to Tech Support for help resolving a problem. 1) To run the DirectX Diagnostic Tool: Windows Vista/Windows 7: Go to Start Menu > type "dxdiag" in the Search Bar, and hit the ENTER key. Windows […]

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Posted in: FAQs

Mobile Mysteries: Shadow Ranch

If you are experiencing technical problems with iTunes, the Apple App Store, or your iPad, iPhone, or iPod Touch, contact Apple Support. For any other questions about Nancy Drew Mobile Mysteries: Shadow Ranch, email TechSupport@herinteractive.com.  

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Posted in: FAQs, iOS

Patch – The Secret of Shadow Ranch: Zrender Error, Fifth Key, and Gameplay Error

There is a single patch available to correct these three problems: 1) Zrender error popping up during campfire scene. 2) Trying to pop the next scene but none have been pushed error when standing in front of the painting. If you have a saved game before opening the music box, reload it. This patch will […]

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Windows Vista / Windows 7 Installation

If an older game did not install automatically on your Windows Vista or Windows 7 computer, use the instructions on this page to install your game manually. This page gives instructions for installing older games on Windows Vista/Windows 7 from a game disc. Click here for help installing older games on Windows Vista/7 from a […]

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