Deer Drive Technical Support - Windows PC

(Mac OS X Support - Mac Version Tech Support)

We appreciate that you first consult the Frequently Asked Questions below before contacting us for help at our technical support e-mail support@deerdrive.net

Table of Contents

  1. Will Deer Drive run on my computer?
  2. Is the credit card purchase safe?
  3. Will I lose Deer Drive when I re-install Windows or buy an all new computer?
  4. I lost the e-mail with my activation code, and now I have to re-install my computer. Can you send me the code again?
  5. How can I tell if my graphics drivers are up to date? How do I find out what 3D card is installed in my computer?
  6. I think I need to upgrade my graphics drivers, where can I find driver updates?
  7. I have changed the Data Execution Prevention (DEP) settings in Windows XP, and now the game does not start.
  8. The program is running very slowly, how do I speed it up?
  9. I get a message saying: We are sorry, but the operating system failed to provide the window to render game graphics in. Deer Drive immediately crashes with a Prism3D error.
  10. I am a writer for magazine XYZ, and I would like to write a review of Deer Drive. Are there evaluation copies available?
  11. How do I request a refund?
  12. I am trying to purchase Deer Drive, but it fails for some reason. What should I do?
  13. I am trying to activate Deer Drive with purchased key, but it fails for some reason. What should I do?

Deer Drive Frequently Asked Questions

1.  Will Deer Drive run on my computer?

Try it! The answer depends on a variety of factors, including CPU speed, amount of memory, and most importantly the type of your 3D graphics card. Having up to date video card drivers should never be underestimated, see below.

For the best experience, we recommend using Microsoft Windows 98, ME, 2000, or XP, CPU 1.0+ GHz, 64 MB video card with up to date drivers, and having DirectX 9 installed. But your mileage may vary, Deer Drive should run fine even on lower configurations, so your best bet is to give it a try - download Deer Drive and see for yourself.

2.  Is the credit card purchase safe?

The credit card transaction is absolutely safe. It is executed on a strongly encrypted connection.

SCS Software, the creators of Deer Drive, is a trustworthy company. We have been in the business since 1997. Every year, we sell hundreds of thousands of PC games in the 18 Wheels of Steel truck simulator series and Hunting Unlimited series games in major retail stores like Wal-Mart or Best Buy. We would be very concerned if we were to risk our reputation with insecure credit card purchase system.

You can find out more about us and our products on our company website: www.scssoft.com

3.  Will I lose Deer Drive when I re-install Windows or buy an all new computer?

There is no danger that you would lose Deer Drive, whether you had to re-install your computer, or buy a brand new one. You can always back-up (or re-download) the Deer Drive installer, install Deer Drive again, and enter the activation code again to unlock the full version of Deer Drive for free.

Re-install Deer Drive, and when the dialog comes up offering you to buy the demo, instead of entering your credit card details just click the link Already paid? Click here. A browser window will pop up and you will be guided through the procedure of entering the activation code. Deer Drive will be switched to full version again, for free.

See also question #04 below - even if you lose the code that you will receive inside your purchase confirmation e-mail, the code can be retrieved using this method.

4.  I lost the e-mail with my activation code, and now I have to re-install my computer. Can you send me the code again?

PURCHASED THROUGH FASTSPRING:
Mail us at support@deerdrive.net providing the e-mail address you used when purchasing Deer Drive and we will re-send the activation code to you.

PURCHASED THROUGH TRYMEDIA:
Please request the activation code to be re-sent to you on this support form. The system is fully automated, just enter the e-mail address you used when purchasing Deer Drive, and a new code will be sent to you immediately.

When you install Deer Drive again, run it, get to the purchase window, and instead of entering your credit card details just click the link Already paid? A browser window will appear and you will be guided through the procedure of entering the activation code to switch the game to full version again, for free.

5.  How can I tell if my graphics drivers are up to date? How do I find out what 3D card is installed in my computer?

There is a utility on all Windows machines that is called DXDiag (for DirectX Diagnostics) which reports all kinds of technical details about the computer. It can be launched simply by clicking on the Start button in Windows, selecting the Run option, and typing dxdiag (without apostrophes) into the window that will appear. The DirectX Diagnostics utility will show up, scan your computer in a few seconds, and you will be able to see all kinds of information organized on several tabs. You will find the information about your 3D card summarized on the Display tab.

Note: When you want to get in touch with our technical support, it may be desirable to send a copy of the dxdiag output along with your tech request. Just click the Save All Information button, and store the output in a text file which may be attached to an e-mail. There is no need to fear that you would be sending any private information with this report, it's only technical data about your computer. You can verify this fact easily - just open the file in any plain text editor like Windows Notepad.

6.  I think I need to upgrade my graphics drivers, where can I find driver updates?

When you encounter any graphics issues, as a general rule of thumb it is always a good idea to try to update your graphics drivers. If your graphics drivers are more than several months old (as reported by the DXdiag output explained in the question above), you may be missing out on important updates and fixes. Graphics card vendors frequently update the drivers with bug fixes and performance enhancements, so all of your applications should benefit from the upgrade.

Major graphics chipset vendors are listed below:

ATI Technologies - Radeon and All-in-Wonder series cards and chipsets:

  • ATI calls the drivers for their graphics cards "Catalyst."
  • Download the ATI drivers here
  • Pick your operating system in the first step, select your 3D card type in the second step, and finally click the link to download latest Catalyst driver.

NVidia - GeForce series cards:

  • Nvidia refers to the drivers for their 3D cards as ForceWare (formerly Detonator)
  • Download the Nvidia drivers here
  • On the page linked above, select "Graphics Driver," then GeForce and TNT2 group of products, and finally your operating system. Click the Go! button.

Intel - Intel Express, 8x5, 9x5 series 3D chipsets:

  • Intel has a wide range of mobile and desktop graphics controllers.
  • Download Intel graphics drivers here
  • The page above lists various Intel graphics parts, and it also has a useful guide for identifying your Intel graphics controller if you are unsure of what you need.

Additional graphics chipsets support pages:

Important: Many brand name notebook and desktop computer manufacturers recommend or even require that driver updates be obtained from their own official technical support facilities.

Note: The various graphics vendors seem to prefer different terms for the devices producing 2D and 3D graphics on your screen. For practical purposes, the terms graphics card, video card, graphics chipset, graphics accelerator, graphics controller, or 3D card can be considered equivalent.

7.  I have changed the Data Execution Prevention (DEP) settings in Windows XP, and now the game does not start.

Windows XP with Service Pack 2 added increased security for prevention from certain types of viruses and worms using a specific code/data manipulation technique.

The ActiveMARK digital rights management system we are using for digital distribution of Deer Drive relies on a similar technique, and switching DEP on will disable it, too.

If you have activated DEP, you can create an exception in its rule-set for any applications not compatible with the DEP setting. This way you will still be protected from unknown threats, but well known safe applications will continue to work.

Click the My Computer icon on your Windows desktop with right mouse button, select Properties command, switch to Advanced tab, click the Settings button in the Performance area, and finally switch to Data Execution Prevention tab.

If the "Turn on DEP for all programs and services except those I select" option is activated, click the "Add..." button, and select "C:\Program Files\Deer Drive\prism3d.exe" in the browse dialog as the executable for which DEP should be specifically turned off. This binary file is a critical component of the 3D engine powering Deer Drive. Make sure to remember to reboot after this change if Windows urge you to do so.

8.  The program is running very slowly, how do I speed it up?

Deer Drive is using very advanced graphics effects, and it can give even the best cards on the market a run for the money. It is actually designed to be a showcase for high performance 3D cards. Many computer manufacturers still use cards like GeForce FX 5200 series - cards with good features on paper, but not really very fast. Hints to get better frame rate follow:

  1. Lower the screen resolution that the game uses. Click on Deer Drive's icon on the desktop. A window will appear with various configuration options. Switch to Advanced tab where these settings can be changed, and next to Resolution is a drop-down box listing current screen resolution used by Deer Drive. Try selecting any of the lower resolutions and see whether speed is improved. Of course, the image will be a bit more pixelated, but it should not be very noticeable, while the improvement in speed should definitely be worth it.
  2. Also on the Advanced tab of Deer Drive's Launcher Application window, there is a drop down box named Shader Quality. Try selecting a different choice than the one currently selected. You may lose a few bells & whistles with lowered quality rendering, but you may achieve significant speed-up.
  3. For detailed game speed optimization tips, please consult the Optimize section of this website.

9.  I get a message saying: We are sorry, but the operating system failed to provide the window to render game graphics in. Deer Drive immediately crashes with a Prism3D error.

There are several possible causes for this to happen. In most cases, the critical element of resolving the problem is upgrading video card drivers.

  • First of all, make sure to update to the latest version of Deer Drive.
  • Make sure to always have proper up to date 3D card drivers installed.
  • Upgrades of certain Windows components (upgrade of DirectX, a Service Pack application)may require driver reinstallation afterwards.
  • You may have your desktop color depth (Color quality) in Windows set to 256 colors. Make sure you have Windows running in 16-bit or 32-bit color depth.
  • You may be using a very old computer with hardware capabilities below minimum specifications required to run Deer Drive.

10.  I am a writer for magazine XYZ, and I would like to write a review of Deer Drive. Are there evaluation copies available?

We'll be happy to provide you with an evaluation copy of our game.

Please visit the Press Resources page.

11.  How do I request a refund?

If for some reason you are not satisfied, you can take advantage of a limited time money back guarantee.

PURCHASED THROUGH FASTSPRING:
Please get in touch with us at support@deerdrive.net.

PURCHASED THROUGH TRYMEDIA:
Please click the link below for instructions on how to request a refund: Request TryMedia refund

12.  I am trying to purchase Deer Drive, but it fails for some reason. What should I do?

Get in touch with us!

13.  I am trying to activate Deer Drive with purchased key, but it fails for some reason. What should I do?

Deer Drive is distributed with two different activation systems. Please make sure that you are using your key for the correct version. Check your activation code format described below and make sure your activation screen does match it. If your screen does not match you need to download and re-install Deer Drive using the supplied links.

FASTSPRING ACTIVATION WINDOW

Your activation code is five groups separated by dashes, each group consists of six numbers and/or letters:

Activation Code: XXXXXX-XXXXXX-XXXXXX-XXXXXX-XXXXXX

Your activation screen should look like the image below. If it is different, please use this link to download and reinstall the correct version.

FastSpring - new activation method

TRYMEDIA ACTIVATION WINDOW

Your activation code is a single group of thirty-two numbers and/or letters:

Activation Code: XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

Your activation screen should look like the image below. If it is different, please use this link to download and reinstall the correct version.

TryMedia - old activation method
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