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Frequently Asked Questions
  Compatibility
Why won't my game run under Windows 10?
Why can I only see part of my game in full screen mode?

General
When I try to buy a game it says 'Item does not exist or has not been released'.
I can no longer play the full trial version I downloaded, how can I keep playing?
I purchased a Registration code online, but it doesn't work in the trial version?
I am experiencing display problems or I cannot hear any sound effects or music, what do I do?
The screen goes blank and the game does not run or it crashes. What should I do?
Why do my game's colors look strange?
Why does the game look stretched and distorted in full screen mode on my widescreen laptop or monitor?
How do I switch between windowed mode and full screen mode?
Why does my game pause when I run or switch to another application?

Icy Spell
I entered a word that I am sure is correct, but Icy doesn't seem to think it's a valid word. Why is that?
What do I do if I find an objectionable word, a dictionary error, or I don't like a particular word definition?
Why do I receive an error message when I try to access the internet high scores?
Why has my high score disappeared from the internet high score list?
How do I permanently turn off the sound and music in the game?
What can I do if I have an older computer and the game runs slowly?
What can I do if I'm sure my video card supports 3-D hardware acceleration, but the game says it doesn't?
What should I do when I install a new video card and want to use 3-D hardware acceleration?
How do I end a game of Mind Bomb if I cannot find any more words?



Compatibility

Why won't my game run under Windows 10?

Our games should run correctly under Windows 10. However, if you are experiencing trouble, you can try the following steps:
  1. Right click on the game icon and select 'Properties'.
  2. Click on the tab titled: 'Compatibility'.
  3. In the 'Compatibility mode' group, select the checkbox next to 'Run this program in compatibility mode for:' and select 'Vista' in the drop down box below it.

Why can I only see part of my game in full screen mode?

If you have scaled your screen to a size greater than 100%, some of our games may appear bigger than they should in full screen mode. You can try the following steps to fix the problem:
  1. Right click on the game icon and select 'Properties'.
  2. Click on the tab titled: 'Compatibility'.
  3. In the 'Settings' group, select the checkbox next to 'Disable display scaling on high DPI settings'.

General

When I try to buy a game it says 'Item does not exist or has not been released'.

To purchase some games (especially the Collector's Editions) you need to be a Game Club member.

Click this link to become a Game Club member.

Once you have become a Game Club member, be sure to click the 'Sign In' link at the Top-Right of the purchase page if you still cannot purchase.


I can no longer play the full trial version I downloaded, how can I keep playing?

You can only play the trial version for a limited amount of time. If you like our game you can easily purchase it online and start playing immediately. To purchase a game, start the trial version of it and click on the 'Register' button. Then click the 'Purchase Registration Code' button - make sure you are online. You will be directed to our payment site where you can pay and receive a Registration code. Enter your name and the Registration code in the trial version and you can then start playing immediately.

I purchased a Registration code online, but it doesn't work in the trial version?

Make sure you are running the trial version of the game you purchased the Registration code for. A registration code will only unlock the full version of the game it was purchased for.

Also, make sure you enter your name exactly as you entered it at our payment site. The Registration code is linked to that name alone and will not work with other names.

If you are still having trouble, please contact our support department. Please include your name, the purchase ID (if you have it) and roughly when you think you purchased the Registration code in the description field - so we can locate your records.


I am experiencing display problems or I cannot hear any sound effects or music, what do I do?

Most sound and display issues can be resolved by performing one of the following steps:
  • Upgrade your computer's sound card drivers by identifying the driver type and following instructions on the manufacturer's website;
  • Upgrade your computer's video card drivers by identifying the driver type and following instructions on the manufacturer's website;
  • See if Microsoft has any updated drivers available by running Windows Update, which can be found under your 'START' menu, or under 'START / All Programs'.
  • Install the latest version of Microsoft DirectX by following the instructions at http://www.microsoft.com/directx/. The DirectX installation includes updated sound and video drivers for many hardware products.
If you are still experiencing display problems (such as mixed up images), you can try forcing the game to start without 3-D hardware acceleration by holding down the Ctrl key when you start the game.

If you are still having trouble, please contact our support department.

The screen goes blank and the game does not run or it crashes. What should I do?

This problem is often caused by incompatibilities between your computer's display drivers and the game you are trying to run. You should perform the following steps to try and resolve the problem:
  • Upgrade your computer's video card drivers by identifying the driver type and following instructions on the manufacturer's website.
  • See if Microsoft has any updated drivers available by running Windows Update, which can be found under your 'START' menu, or under 'START / All Programs'.
  • Install the latest version of Microsoft DirectX by following the instructions at http://www.microsoft.com/directx/. The DirectX installation includes updated sound and video drivers for many hardware products.
If you are still having trouble, please contact our support department.

Why do my game's colors look strange?

Jolly Bear games require you to be running in 16 bit color or better. If you run a game in windowed mode with only 256 colors, the game will probably not look correct. In addition, if you are running with only 256 colors, the game will try to switch to full screen mode when you run it. To solve these problems, please set your display to 16 bit color or better. If you are unable to do this, you may need to upgrade your display driver.

Why does the game look stretched and distorted in full screen mode on my widescreen laptop or monitor?

Jolly Bear games are designed for standard computer monitors. Widescreen displays will tend to cause stretching of the images when in full screen mode. You can try one of the following to prevent this stretching:
  • Look at the options for your display driver in the Device Manager. If there is an option to disable video stretching, select it. This will add black borders to each side of the widescreen display that will effectively reduce it to a display with a standard aspect ratio.
  • Play the game in windowed mode. If you are in full screen mode, you can switch to windowed mode by pressing the 'Esc' key.
How do I switch between windowed mode and full screen mode?

If you are in windowed mode, you can switch to full screen mode by clicking the maximize symbol in the upper-right corner of the window

If you are in full screen mode, you can switch to windowed mode by pressing the 'Esc' key.


Why does my game pause when I run or switch to another application?

This is by design so that you can return to your game at the same point you left it, after you are done with the other application. If the game is paused, simply click the 'Resume' button to keep playing. You may need to click once on the game window first if it does not currently have the focus (usually indicated by a grayed title bar).


Icy Spell

I entered a word that I am sure is correct, but Icy doesn't seem to think it's a valid word. Why is that?

There are three possible reasons your word was not identified as valid:
  • Your word is not in common usage and you are playing with the 'Common Only' word list. If you want to play with a more comprehensive word list, click on the Options button and select 'All' for the word list.
  • Your word is commonly perceived as rude or offensive. Icy Spell is enjoyed by people of all ages and we had to remove certain words for the sake of our younger players.
  • Your word is indeed valid, but it is not in our word list. If you think we should add your word, please tell us by using our feedback form.
What do I do if I find an objectionable word, a dictionary error, or I don't like a particular word definition?

All effort has been made to try and provide you with a comprehensive and accurate word list and definitions. However, please use our feedback form to let us know if you find a problem so that we can keep improving our game in forthcoming updates.

Why do I receive an error message when I try to access the internet high scores?

Please check the following:

  • Make sure that you are currently connected to the internet.
  • Make sure that your firewall is configured to allow the game to connect to the internet. Often, your firewall software will ask you if the game should be allowed to access the internet. You should select 'yes' if you see such a question asked. If you previously answered 'no' or the question was not asked, you should consult your firewall product manual on how to allow a program to access the internet.
  • Make sure that your anti-virus and firewall software is up to date. You can update your software from the manufacturer's website.
If you are still experiencing problems, please contact our support department. Please include details of: the error number, how you connect to the internet (dialup, cable, DSL, etc.), your operating system and what firewall software you have.

Why has my high score disappeared from the internet high score list?

Your high score may no longer appear in the internet high score list for one of the following reasons:

  • As other people submit scores that are higher than yours, your name may move out of the top ten and as such will no longer be visible.
  • The top ten high scores are reset at the beginning of each month. So keep playing and submitting your high scores to stay in the top ten for each month.
  • For each game mode, there are two different online high score lists, one for players using only common words and one for players using the complete list of all words. So, if you change the word list option on the options screen, you may no longer see your previously earned online high scores. To see them again, simply change the word list option back to its previous setting.
How do I permanently turn off the sound and music in the game?

The sound and music icons at the bottom right of the screen (seen during game play), will turn off the sound and music for the length of your game session only. If you want to turn the sound and music off permanently, click on the Options button and move the volume sliders to the far left. If you later want to turn the sound and music back on, move the sliders to the right.

What can I do if I have an older computer and the game runs slowly?

You can try the following things to try and speed up the game:
  • Make sure that your computer meets the minimum system requirements.
  • Close all other applications that are running, including instant messaging clients, email, browsers, etc.
  • The game is able to utilize 3-D hardware acceleration, where available, to speed up game play. Click on the Options button and see if you can select 3-D hardware acceleration. If you cannot, you may want to try switching your screen resolution to 800 by 600 pixels with 16 bit color. You can then try selecting 3-D hardware acceleration again.
  • Try playing the game in full screen and windowed modes to see if one is faster than the other for you.
What can I do if I'm sure my video card supports 3-D hardware acceleration, but the game says it doesn't?

3-D hardware acceleration (found on the Options screen) is used to speed up the game on slower computers that happen to have a modern video card. If you are not experiencing slow game play, then it is not necessary to have 3-D hardware acceleration selected at all.

If you still need to use 3-D hardware acceleration, you can see if it is available at different screen resolutions. In particular, try switching your screen resolution to 800 by 600 pixels with 16 bit color. Then restart the game, click the Options button, and try to set 3-D hardware acceleration again. If it is still unavailable, it may be that your video card does not have enough video memory to support 3-D hardware acceleration in our game.


What should I do when I install a new video card and want to use 3-D hardware acceleration?

After installing the new video card, you should make sure that you have also installed the latest video drivers for your new card (usually available at the manufacture's website). If you then find you are experiencing display problems with the game, you should try installing the latest version of Microsoft DirectX by following the instructions at http://www.microsoft.com/directx/.

You should then start the game, click on the Options button and try to select 3-D hardware acceleration. If you receive an error message or a warning but you think your new video card should support 3-D hardware acceleration, you should close the game, uninstall the game and then re-install the game. Don't worry, your registration details will not be affected by doing this. If you still cannot select 3-D hardware acceleration, it is likely that it is not supported by your card.

How do I finish a game of Mind Bomb if I cannot find any more words?

You should try using the scramble button to see if that helps you to find some words. You can continue to use the scramble button as many times as you need to. If you still cannot find any words, continually clicking the scramble button will eventually end the game.




 
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