FAQS/HELP
 

Top Questions
Does Surewest Games on Demand service support the new Windows Vista operating system?
The Surewest Games on Demand service does not currently support the new Windows Vista operating system; if you upgrade your system to the Windows Vista operating system, you will cease to have access to the Surewest Games on Demand service. We will be offering support for the Windows operating system shortly.

I get the error: "Cannot connect to server".
There are two reasons why you may be experiencing Internet connection problems to the Games on Demand game servers.

-Physical connection (ex., network cable uplugged, etc.)

Physical Connection

1. Make sure your computer is connected to the DSL modem.
2. Verify that you can browse the Internet
3. Try to launch the game again
4. If problem persists, please go to Network Connectivity section below

-Network connectivity

Network Connectivity

Zone Alarm Pro Firewall
Zone Alarm Free Firewall
Norton Firewall
McAfee Firewall
Microsoft XP Firewall

To configure your firewall to play Games on Demand please follow the steps below.
1. Open your firewall configuration

2. Find the application authorization section

  • Enable the programs ClientEngine.exe (This is the component that makes the SureWest Games player run)
  • Enable GPlayer.exe (This component is the SureWest Games player browser. It opens on your screen when you launch a title.)
3. Find the port authorization section

  • Enable port 80 (Standard Internet browsing port)
  • Enable port 443 (Secure Internet browsing port)
4. Find the IP address authorization section

  • Enable the Games on Demand application server at the following IP addresses:

    64.59.140.80
    64.59.140.81
5. Try to play your game again

6. If problem persists, please find the disable option for your firewall and disable it.
*PLEASE NOTE: If you disable your firewall your computer WILL NOT be protected.

7. Try to play your game again

8. If problem persists please follow the steps below to change your proxy configuration. Please note that the SureWest Games player does not support Proxy Automatic Configuration (PAC) files.

  • Go to "Start"
  • Go to "Programs"
  • Go to "Exetender"
  • Go to "Exetender Settings"
  • Choose the "Connection" tab
  • Make sure that "Use Automatic Proxy Settings" is selected
  • Click "OK"
9. Try to play your game again
The game takes too long to download.
Download speeds vary based on the available speed in your neighborhood. Games on Demand servers are equipped with the latest technology to utilize the maximum download speed available to you.

If it is still slow, you can use the "scheduling" option that the Games on Demand player offers.

1. Launch the game you want to schedule for later download.

2. When you are prompted for the game shortcut, check the check box and click yes.



3. Wait until you see that the download has started (the red bar at the top of the player) and click on the "X" button on the top right of the player.



4. When you are prompted if you want to schedule the game for later use check the checkbox and press the "yes" button and the Games on Demand player will begin downloading the game in the background.



5. An icon appears in your system tray that alerts you when a game is ready. You can access the settings from here as well.



6. The next time you try to play that game it will be ready to go! Best of all, you can "schedule" multiple games to download one after another, so if you start downloading before going to bed the next day all of your games will be ready. Please remember that your computer must be connected to the Internet for the download to work.
After I click play the player says, "Shutting Down".
Some games need the latest hardware updates (also called "Drivers") to work, and to have the best game performance. You probably need to update your video or sound card drivers. If you know how to update your video/sound card drivers please do so, otherwise please follow the following steps:

If you have a desktop computer:

Updating your video card drivers:

1. Go to "Start" --> "Run" > type "DXDIAG" and click "OK".

2. When the "DXDIAG" program starts, click on the "Display" tab.

3. Under the "Device" section, check what name is listed under "Name"; that is the name of your video card.

4. Go to the site of your video card manufacturer (If you do not see in the following list your video card manufacturer here, please contact us:

5. Choose the right driver to download according to your operating system (XP Home, XP professional, Win 2000) and your video card name.

6. Install the driver according to the manufacturer’s instructions.

7. Restart your computer.

8. Launch the game again. If the problem persists update your sound card drivers or contact us.

Updating your sound card drivers:

1. Go to "Start" --> "Run" > type "DXDIAG" and click "OK".

2. When the "DXDIAG" program starts, click on the "Sound" tab.

3. Under the "Device" section, check what name listed under "Name"; that is the name of your sound card.

4. Go to the site of your sound card manufacturer (If you do not see in the following list your video card manufacturer here please contact us:

5. Choose the right driver to download according to your operation system (XP Home, XP professional, Win 2000) and your card name.

6. Install the driver according to the manufacturer’s instructions.

7. Restart your computer.

8. Launch the game again. If the problem persists update your video card drivers (if you did not do it already) or contact us.

If you have a laptop computer:

Please update your video/sound card drivers ONLY by contacting your computer manufacturer using these links (If you do not see your computer manufacturer here please contact us:

After I click play I get a black screen.
Some games need the latest hardware updates (also called "Drivers") to work, and to have the best game performance. You probably need to update your video or sound card drivers. If you know how to update your video/sound card drivers please do so, otherwise please follow the following steps:

If you have a desktop computer:

Updating your video card drivers:

1. Go to "Start" --> "Run" > type "DXDIAG" and click "OK".

2. When the "DXDIAG" program starts, click on the "Display" tab.

3. Under the "Device" section, check what name is listed under "Name"; that is the name of your video card.

4. Go to the site of your video card manufacturer (If you do not see in the following list your video card manufacturer here, please contact us:

5. Choose the right driver to download according to your operating system (XP Home, XP professional, Win 2000) and your video card name.

6. Install the driver according to the manufacturer’s instructions.

7. Restart your computer.

8. Launch the game again. If the problem persists update your sound card drivers or contact us.

Updating your sound card drivers:

1. Go to "Start" --> "Run" > type "DXDIAG" and click "OK".

2. When the "DXDIAG" program starts, click on the "Sound" tab.

3. Under the "Device" section, check what name listed under "Name"; that is the name of your sound card.

4. Go to the site of your sound card manufacturer (If you do not see in the following list your video card manufacturer here please contact us):

5. Choose the right driver to download according to your operation system (XP Home, XP professional, Win 2000) and your card name.

6. Install the driver according to the manufacturer’s instructions.

7. Restart your computer.

8. Launch the game again. If the problem persists update your video card drivers (if you did not do it already) or contact us.

If you have a laptop computer:

Please update your video/sound card drivers ONLY by contacting your computer manufacturer using these links (If you do not see your computer manufacturer here please contact us:

I am having a problem with the following game:
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