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Stay updated with announcements, get answers from the community, and share your feature suggestions with us.
You can also submit a request or send us an email at support@shockwave.zendesk.com.

 
 

SHOCKWAVE.com

Your Friends at Shockwave.com April 26, 2011 1 General questions

If you are unable to complete a purchase at Shockwave.com and/or subscribe to Shockwave UNLIMITED or Club Shockwave, please try the following:

-Make sure all information is filled in completely and accurately. Your credit card number must be valid, and you must also include your Card ID Number.

-Please omit any commas when entering your street address.

-If you are using the AOL or CompuServe browsers, try Internet Explorer or Firefox.

-Make sure Java/JavaScript and Cookies are enabled in your Internet browser's preferences.

-Temporarily disable any home firewall/security software, such as Norton or ZoneAlarm.

-Lower the security or privacy zone settings in your browser's preferences.

-Try using a different browser. If you're using Internet Explorer, try Firefox (and vice versa). Do not use the AOL or CompuServe browsers, which will cause errors. For best results, we recommend using the latest versions of Firefox, Chrome or Internet Explorer. Browsers such as Mozilla, iCab, Opera, etc. are not supported on this site.

-Clear your internet browser's cache, refresh the web page and try it again.

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ADDITIONAL TIPS:

Please omit any commas when entering your street address.

The "State" field in our online order form requires a two-letter abbreviation of your state or province (USA/Canada). For countries that have no state or province abbreviation, please fill in this field with "xx" or leave it blank. Your county, area, province, etc. may be designated in the Address fields.

If your postal code has a two-part format, leave a space between the halves of your postal code, and make sure all letters are capitalized.

Example:  A12 3BC

Customers from non-English speaking countries have occasionally encountered difficulty making purchases due to letters or characters in their name or address which are not part of the English alphabet. If you are from a non-English speaking country and are unable to make a purchase or subscribe to Shockwave, please re-submit your order form using only characters which are part of the English alphabet.

For more information, please click on the following link:

http://www.shockwave.com/help/contact_us.jsp?from=swuPurchaseFail

Your Friends at Shockwave.com April 26, 2011 2 Memberships and subscriptions

You can use "My Shockwave" to change any of your Shockwave subscription information.
 
(1) Log into Shockwave.com:
 
http://www.shockwave.com
 
Click on the “Member Sign In” button in the upper right-hand corner of the page.
 
(2) Once you are signed in, click the "My Shockwave" tab.
 
(3) This takes you to your Shockwave Page where you can make any desired changes, including:
 
-Subscribe (or unsubscribe) your email address to any of our newsletters
-Change your billing and credit card information (under the "Account Settings" tab)
-Upgrade your account billing plan
-Change your password, or e-mail address
-Change your zip-code, country of residence, age range, and other user info
-View your Friends list
-View your Tokens and Prizes
-Cancel your subscription (under the "Account Settings" tab)
 
(4) Click the "Submit" button to save your changes.
 
For more information, please see our FAQ on our site at:
 
http://www.shockwave.com/help/index.jsp
 
If you don't remember your Shockwave name or password, click the "Member Sign In" button on the Shockwave sign-in page, then click on the link which reads “forgot password?”.
 
When you receive the reminder e-mail, use this information to sign back into Shockwave.

Your Friends at Shockwave.com April 26, 2011 General questions

Here are some general tips for viewing or downloading material from our site:

Please make sure Java/JavaScript and Cookies are enabled in your Internet browser's preferences.

If a game download is moving extremely slow, you may be able to resolve the issue by stopping and then restarting the download.

Ad-blocking software, home firewalls, or other security software (Norton, ZoneAlarm, etc.) may affect the site's performance. Temporarily disable any ad-blockers or firewalls you have running.

Check the security zone setting of your Internet browser's preferences. If the security is set too high, you will be blocked from accessing more sites, including Shockwave.com.

Close other applications. Having other programs running can slow down or impair your browser's performance, especially if you're playing a high-requirement game.

Make sure your computer meets all minimum system requirements for the site. This can be viewed on our FAQ pages:

http://www.shockwave.com/help/faq_shockwave.jsp#link1.1

The particular game you're loading may also have advanced system requirements, so make sure you check them too.

This issue could be caused by your browser trying to access an old and/or broken version of the page. Please clear your browser's cache, refresh the webpage and try it again.

To clear the cache in Internet Explorer, go to Tools > Internet Options, and under Temporary Files click the Delete button. To clear the cache in Mozilla Firefox, go to Tools > Clear Recent History. Under Details, check the Cache box, then click Clear Now.

Since you may also have damage to your Shockwave or Flash Player plug-ins, please replace them as follows.

Uninstall Shockwave 10 via the Control Panel. Go to Add/Remove programs, and choose Macromedia or Adobe Shockwave Player.

To remove the Flash Player download the uninstaller here:
http://kb2.adobe.com/cps/141/tn_14157.html

*IMPORTANT; After uninstalling both Players, restart your computer.

Then reinstall both the Shockwave and Flash Players here:
http://www.adobe.com/downloads/

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If you continue to experience difficulty, you might try using a different browser. If you're using Internet Explorer, use Mozilla Firefox 3.5 or above (and vice versa). Do not use the AOL or CompuServe browsers, which will cause errors. For best results, we recommend using the latest versions of Google Chrome, Mozilla Firefox or Internet Explorer. Browsers such as iCab, Opera, etc. are not officially supported on this site.

Your Friends at Shockwave.com April 26, 2011 1 Download games

If the uninstaller is not working correctly, you can remove the game by deleting the game's folder directly. To do this, go to the following directory:

C:\Program Files\Shockwave.com

Once in this directory, you can remove any Shockwave game by deleting the game’s folder. For example, if you want to remove Zuma, simply right-click on the folder labeled "Zuma" and select "Delete."

As a final step, go to "Add or Remove Programs" in your Control Panel.  If the game still appears in your program list, click the "Change/Remove" button.  You should receive an error which reads as follows:

An error occurred while trying to remove [your game].  It may have already been uninstalled.  Would you like to remove [your game] from the Add or Remove programs list?

Click "Yes."  The game has been removed from your computer.

 

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