This is from my correspondance with EA on the same matter. I also started a new thread today 11/1 on the subject "Problems installing games in Windows XP", describing the problem. But here the info I got from them:
Response (Box Jason K.) 12/19/2003 06:01 PM
Hi,
If the game still will not run, unfortunately, I have no further suggestions for you at this time. We have exhausted all of the standard troubleshooting which can be done remotely, and at this point the game should be running properly but is not. This could be due to a hardware incompatibility, which we are not aware of, or simply an issue that was overlooked due to the nature of this correspondence. I am really sorry that I haven't been able to help you with your issue. I understand that you've been spending alot of time trying to resolve this issue. If you continue to troubleshoot your machine on your own and solve the problem, please drop us a line.
If you wish to return the game, here is your warranty information:
More then likely the store you bought it at will not accept the return because the box has been opened. In this case, you can send the game back to our Warranty department and we will give you a sealed copy of the game so that the store will accept the return.
Limited Warranty
Electronic Arts warrants to the original purchaser of this computer software product that the recording media on which the software programs are recorded will be free from defects in materials and workmanship for 90 days from the date of purchase. During such period defective media will be replaced if the original product is returned to Electronic Arts at the address below, together with;
· Dated proof of purchase
· A statement describing the defects
· The faulty media and your return address
· A daytime telephone number where we can contact you
This warranty is, in addition to, and does not affect your statutory rights in any way. This warranty does not apply to the software program themselves, which are provided "as is", nor does it apply to media which has been subject to misuse, damage or excessive wear.
For returns after the 90-day warranty period - Please return the product along with a check or money order for $7.50 made payable to Electronic Arts, and a brief description of the difficulty you are experiencing including your name, address, and phone number to the address below.
We strongly recommend that you send your product using a delivery method that is traceable.
Electronic Arts Customer Warranty
PO Box 9025
Redwood City, CA 94063-9025
(e-mail address removed)
Customer 12/19/2003 01:45 PM
Thank you again for your reply.
And yes, once again I have tried every suggested step without any new results. The problem remains. It's as if the installation is cancelled after entering the code. When trying to install Tiger Woods 2004, the computer asks me if i want to continue cancelling the installation after I have entered the code, even though I press the "next"-button (which should result in starting of 'copying of files' etc...).
I may once again point out that I only have this problem with EA-games.
I don't know what to do now...
Response (Box Benros E.) 12/17/2003 01:12 PM
Hello,
I'm sorry that the last suggestions did not resolve the issue.
Let's try to do this w/one game first. Let's try it wih Madden 2003.
We are going to copy the files of the disk to your desktop.
1) R-click any blank space on your desktop -> Select "New" -> Select "Folder"
2) Name it "madden"
3) Double-click on My computer
4) R-click on your CD-ROM drive with the game in -> Select "Open"
5) Click on "Edit" -> Choose "Select All"
6) Go back to "Edit" -> Choose "Copy"
7) Double-click on the "madden" folder that we created on your desktop
8) Click on "Edit" -> Choose "Paste." This will start copying all the files to the folder
9) Click on "Tools" at the top -> Choose "Folder Options" -> Click on the View tab
10) Look for an entry called "Hide file extensions for known file types" and uncheck the box -> OK
11) Back in the "madden" folder, look for an icon called "Setup.exe" (it may be in a folder called "Setup")
12) Double-click on the icon to start the installation
If that does not help:
Make sure that you have closed any programs or tasks running in the background as sometimes one of the programs can conflict with the game. Background applications such as anti-virus programs are often the cause of conflicts.
Hold down the Ctrl, Atl, and Delete keys at the same time
This will bring up the "Task Manager", follow the steps bellow in order:
1) Click the "Processes"
2) Click on the User Name button to sort by user name
3) Click on anything besides EXPLORER and TASKMGR for this User Name or other user names. Do NOT select anything that is associated to: SYSTEM, LOCAL SERVICE, or NETWORK SERVICE.
4) Click on END PROCESS
5) Repeat steps 3 and 4 until only explorer.exe and taskmgr.exe are open for this user profile.
Try clearing out your Temp folder. To do this, click Start->Run and type in "temp" then press OK. Highlight all of the files by pressing CTRL A, and press the delete key to remove all of the files.
Navigate to C:\Program Files\Common Files and rename Install Shield to Install Shieldold
Then try again.
Thank you for contacting Electronic Arts technical support team.
Customer 12/16/2003 01:24 PM
Thank you for you reply.
I have gone through each and every step you have recommended carefully now, but the problem remains.
I have no general problem with installing games on my computer except for games from ea games. None of them seem to be working except for one: "Harry Potter and the sorcerer's stone" which works perfectly, if that is of any help to you?
Response (Box Ray H.) 12/16/2003 10:25 AM
Hello,
Thank you for contacting us here at Electronic Arts Technical Support,
I'm sorry to hear you're having troubles with the game. Here are some tips to help get past the CD ROM trouble you are having. Please try these one at a time, and then try loading the game after each step. If the same issue (or an additional issue) occurs, proceed to the next step.
There have been some known issues with CD ROMs reading Safedisk Correctly for Windows XP. You can try this Safedisk Patch and it should resolve your issue:
http://www.microsoft.com/downloads/...FamilyID=EAE20F0F-C41C-44FE-84CE-1DF707D7A2E9
Install the downloaded file, then restart your computer. If you have another CD rom/DVD/CD-RW Drive on your computer, I'd recommend trying to run it from there. If you have any Virtual CD rom drives running, such as "Alcohol", "Daemon Tools" or "Phantom CD", these will need to be disabled. These programs will emulate a CD rom drive and will confuse the game because it will look to this drive instead of your physical CD rom drive.
If you're having trouble with the Installation of the game, you could also try copying the contents of the disk into a folder on your hard drive and try installing from there.
· Insert the CD into the CD rom.
· Exit the startup menu when it comes up.
· Double click "My Computer"
· Right click on the CD-ROM drive with the game CD in it and select "Explore".
· Hold the "CTRL" key and then hit "A". That should select all the files.
· Hold "CTRL" and hit "C". This will not look like it does much, but it's preparing to copy the files.
· Close that folder and go to your desktop.
· Right click on any blank space, and Select "New", then "Folder".
· Name the folder "Game files".
· Double click the folder we just created, and hit "CTRL" and "V". This will begin coping the files from the CD.
If the game has more then one CD rom disk, create separate folders for each CD. Once it's complete, remove the CD from your CD rom drive, and double click the setup.exe from the first folder you created.
If these steps fail, see if you can try to install the disk on another computer to verify the integrity of the disk itself. If setup fails on another system, or you do not have access to another system to try this on, you will want to contact our Warranty department for a replacement disk.
For returns after the 90-day warranty period - Please return the product along with a check or money order for $7.50 made payable to Electronic Arts, and a brief description of the difficulty you are experiencing including your name, address, and phone number to the address below. We strongly recommend that you send your product using a delivery method that is traceable.
Electronic Arts Customer Warranty
PO Box 9025
Redwood City, CA 94063-9025
(e-mail address removed)
Please respond back to me if you have anymore issues concerning the game.
Customer 12/15/2003 03:48 PM
I have followed all the suggested steps in your previous reply but the problem remains unsolved.
Additional information: When trying to install my friends Tiger Woods 2004, just after entering the code at the beginning of the installation, i get a pop up box saying "Are you sure you want to quit installation" even though I have entered the code correctly.
