FAQ - HeroCraft Smartphone & PDA Games

If you encountered the problem not covered in here, or if you still have problems after following our instructions, simply send us a message using our support form with detailed description of the problem. We’ll try to fix the problem or suggest an alternative within 1—2 business days.

General questions

Why doesn’t my Unlock Key work?

It is usually because your DUI was entered incorrectly when you purchased/registered your software. Please make sure that the capitalization is correct and that there are no spaces at the beginning or end of the DUI. If you have checked this and the unlock key still doesn’t work, please send us your DUI and detailed order information so that we could provide you with the correct unlocking key.

I have no idea what a DUI is. Where do I get the DUI from?

A DUI is a device user identification text string. The game will display your DUI when asking for the registration code. However, you can also find your DUI by looking directly at your handheld:

Windows Mobile: The DUI is equivalent to the device Owner Name. You can find and define your “Owner Name” by opening the “Settings” application on your Smartphone/PDA. This can usually be found from the “Programs” or “Start” menu. Scroll through the menu until you see the “settings” item, and then open it. You will then need to look for the “Owner Information” item, which is normally on the second page of settings.

Palm: The DUI is equivalent to your HotSync ID. Your HotSync ID appears in the top-right of the screen on your handheld when you complete a HotSync to your PC or Mac.

Symbian: The DUI is equivalent to your IMEI number. The IMEI is the unique ID of your phone. To retrieve this on your phone key in *#06# on the standby screen. The IMEI can also be found on the box of your telephone or can reside on the inner surface under the battery.

How do I know the model of my mobile device?

If it’s not on your mobile device (front or back), then look in the instruction manual that came with it. Find Specifications, then System Information and then the operating system for your device.

What do I do if I get an error message while installing the game?

This usually happens with incomplete downloads of installation packages. Simply delete the old installation file, download the installation package again and try executing it.

I’ve deleted the installation package from my PC. Now I need it again. How can I get it?

You can download installation file again from the site where you purchased the game.

How will I know when you have released free updates and upgrades for my game?

All updates and upgrades are announced on our site, our partner sites and mobile software news media sites. To obtain the upgrade, download the installation package again from the site where you purchased the game.

How much memory I need to run your games?

Pocket PC: As a general guideline, you should have at least 8 MB of free RAM before running our games. Most of our games will indicate if there isn't enough memory available. If you have crashes or other difficulties you should check that you have enough memory and/or perform a soft reset of your device.

Palm OS: Our software utilizes both your RAM and the free storage memory while running. In order to run our games, you might have to free up some space on your Handheld (not on a storage card). When running our game from a storage card, Palm OS will copy the game code to the main memory first, but will use the resources (graphics, sounds etc.) directly from the card. This may allow you to overcome memory limits.

Symbian OS: You should have at least 5 MB of free RAM.

How do I uninstall or remove game from my handheld?

Pocket PC:

From the Start menu, select Settings > Remove Programs (under the System tab)
Next, find the game in the list that you wish to uninstall
Select the game and click “Remove”
At this point you will be asked to confirm your request. To do so, tap “Yes”
With some games there will be further steps to complete. Make sure to follow all on-screen instructions.
Click “OK” in the top right corner when finished

Palm OS:

Open the Application menu on your Palm device (tap in the top-right corner of the screen)
Select the “Delete” option
Select the game you wish to remove and click “Delete…”
At this point you will be asked to confirm your request. To do so, tap “Yes”
Click “Done” when finished

Symbian OS:

Open the Tools menu on your Symbian device
Open the App. Manager
Find the game in the list that you wish to uninstall
Select the “Options” option by left softkey
Choose “Remove” option
Choose “Yes” option by left softkey

Buying the game

Which game version do I pick for my mobile device?

It depends on the Operating System (OS) and which version of it you have on your handheld. Look at the supported platforms listed in the game description and pick the one that corresponds to your handheld. (See the next question on how to find out which OS you have on your handheld.)

What smartphone or PDA do I have?

If you are not sure which operating system runs your device, simply look at the front side and the back side or your PDA or phone. PDAs usually have OS displayed on the front side.

If you have a PDA, it may be either Windows Mobile OS or Palm OS powered device.

Pocket PC: If there is a brand name on the front of your device, it means that your device is based on Windows Mobile OS. To find out which OS version, visit the settings dialog at Start > Settings > System > About. The line on the top should read e.g. “Microsoft® Windows Mobile Version 5.0”.

Palm: The round Palm symbol means that your PDA is run by Palm OS. To find out what version of Palm OS you have, open the launcher application menu, choose Info, then Version. The OS version is displayed on top of the screen, e.g. “Palm OS® software v.5.2.1”.

In contrast to PocketPCs and PDAs, phones usually put their brand names on the front side and operating system on the back.

Windows Mobile Smartphones usually come with the “Designed for Windows Mobile™” label on the back. You can find out which version of OS you have from Start > About menu. Please note that there are Windows Mobile-based smartphones available from Palm.

Symbian-based smartphones can be identified by browsing through the Tools > About (or Extras > About) menu . The following line should be present in the description: “This product includes software licensed from Symbian Ltd. © Symbian Ltd 1998—2006. All rights reserved.”

Palm also produces Palm OS based smartphones. You can identify them the same way as Palm PDAs.

If you are unable to find out what type of mobile device you have, have a look in the instruction manual that came with it. Find Specifications, then System Information and then the operating system for you device.

How can I purchase your game?

You can buy our games online. To do this, click on a buy link in the game description. All you need is a credit card (MasterCard, Visa, American Express, etc.) and five minutes to fill out the form. After the transaction is completed, you will be able to download and install the game immediately.

Is there a way to buy your games without using a credit card?

You can purchase our products via PayPal, wire transfer or cheque. Some of our partners also process phone orders.

How will I get the game?

When you purchase the game online, you will be able to download the full version onto your PC immediately. Simply follow our directions to install the game onto your phone or PDA.

What exactly do I get?

You get the full version of the game, without any of the restrictions or the limitations of the demo version. You also get free updates and upgrades that may become available after you have made your purchase.

Is it safe to buy your games online?

When purchasing our software online, you are taken to our secure online store. You can feel safe that you are using your credit card without any risk.

Installing the game

How do I download and install the game on my handheld?

The games are distributed in the form of installation packages. Choose the installation package that corresponds to your handheld OS version and download it. After downloading, start the package and follow the instructions. This will install the package on your PC, create shortcuts in your PC start menu for future reference, and will start installing the game onto your handheld.

Windows Mobile OS (Pocket PC and Windows Mobile Smartphones). Window Mobile users must have Microsoft ActiveSync installed on their PC desktops before the game can be installed onto a mobile device. The PC installer will install the game to the handheld via ActiveSync.

Palm OS. Palm OS users must have HotSync installed on their PC desktops before the game can be installed onto a mobile device. The PC installer will prepare the game to be installed to your handheld by HotSync.

Symbian OS. Use the software that came with your phone to upload the .SIS file onto the handheld. Finish the installation on your smartphone following the prompts of installation wizard.

If you need to re-install the game on your handheld at a later date, you will be able to do so from the Start menu of your PC.

How can I install a game for my BlackBerry device?

When you buy any of our BlackBerry games, we provide you with following file types (archived or not):

<filename>.JAD
<filename>.JAR
<filename>.ALX
<filename>.COD
<filename>-bb.COD [unpacked <filename>.COD]
<filename>-bb1.COD [unpacked <filename>.COD]
<filename>-bb2.COD [unpacked <filename>.COD]
<filename>-bb3.COD [unpacked <filename>.COD]

The number of *.COD files can vary and depends on the game.

Let us know if you haven’t received them.

There are different ways of installing received application onto your BlackBerry.

Installation via BlackBerry Desktop Manager (for Windows OS).

For this method you need to use the BlackBerry Desktop Manager software on your PC with Windows OS. You should have been provided with this software when purchasing your BlackBerry device. Alternatively you can download BlackBerry Desktop Manager through the official RIM site.

Run BB Desktop Manager and connect your device to PC using USB data cable.

– The way to install the game using Application Loader
1. Find the Application Loader icon and click on it.
2. Click ADD, and a window will be opened. Choose <filename>.ALX file and click NEXT**.
3. Installation process will start.
4. Find the icon of the application through the BlackBerry menu.

– The way to install the game using Media Manager
1. Find the Media Manager icon and click on it.
2. A window with two directories lists will be opened. Choose Device Memory on the left side (it’s your BlackBerry) and then choose a folder with received files on the right side (it’s your PC).
3. Then choose <filename>.JAR or <filename>.JAD on the right side*** or <filename.COD>, then click on the arrow button between the lists. File copying to BlackBerry will start.
4. Click on Media icon through the BlackBerry menu. The window will be opened. Press BB Menu button and choose Explore in appeared menu.
5. Choose file that you have already copied from list and click on it. Installation process will start.
6. Find the icon of the application through the BlackBerry menu and run it.

Installation via PocketMac SyncManager (for Mac OS).

For this method you need to use PocketMac SyncManager software on your Mac with Mac OS. Alternatively you can download it through the official RIM site. 1. Run PocketMac SyncManager and connect your device to Mac using USB data cable.
2. Choose the tab Utilities –> Install Software to device.
3. Choose <filename>.ALX file and click Open**.
4. Installation process starts.
5. Find the icon of the application through the BlackBerry menu.

If you still experience problems with installing and running your application, feel free to contact us on smartsupport@herocraft.com. We will do our best to resolve your queries.

** – make sure that <filename>.COD is in the same folder with ALX, because applications need *.cod files during the *.alx file copying to BlackBerry
*** – make sure that <filename>-bb.COD, <filename>-bb1.COD, … (all unpacked *.COD files) are in the same folder with *.jad, because applications need unpacked *.cod files during the *.jad file copying to BlackBerry

I got “Certificate error” trying to install the game. What should I do?

This error is caused mostly by one of two reasons:

a) Your phone is set up to allow only signed applications. Please, visit menu at Tools > App. Mgr. > Options (left soft key) > Settings and make sure that Software Installation option is set to All and Online Certif. Check is off.

b) You have set incorrect date on your phone. This way the certificate that we used to sign the game appears to be issued in the future, so the phone rejects it. Please, check if your date&time settings are correct.

What if I don’t have Windows on my desktop PC? What if I don't have a desktop PC at all?

You have an option to load the installation packages directly onto your mobile device via Bluetooth or Mobile Internet, and complete the final installation directly from your mobile device. Windows Mobile installation packages have “*.CAB” file extension, Palm OS packages — “*.PRC” and “*.PDB”, Symbian — “*.SIS”. The symbol “*” means any file name, for instance “MyGame.CAB” can be directly loaded and installed onto any Windows Mobile OS device.

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