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FAQ SUPPORT
The following ByteShield™ end-user FAQs on games and applications protected by ByteShield gives answers to many of your questions:
- How do I install, activate and start my game/application?
- I've just installed the game/application, and while creating my ByteShield account I get an error message. What can I do?
- Can I activate over the phone?
- Can I use Asian or Russian characters for login and password?
- Do you always have to be connected to the internet for ByteShield to work?
- What information is sent from my computer?
- Can I run my game or application on other computers?
- How do I un-install the game/application?
- How do I re-install the game/application?
- I’m having troubles re-installing the game/application
- I’m getting a script error when I enter my login details
- How do I recover my game/application if my computer fails?
- How do I go about retrieving my user name if I have forgotten it?
- How do I go about retrieving my password if I have forgotten it?
- How do I go about to reset the email address I registered with ByteShield at activation?
- Can I make a back-up copy of my game/application?
- Does ByteShield covertly install hidden drivers or other potentially harmful software on my PC?
- Is the CD/DVD needed in the drive?
- Does ByteShield modify my PC registry?
- Is there any blocking of any Windows functions?
- Does my Internet security software interfere with ByteShield?
- Is ByteShield hostile to any function or program?
- Does the ByteShield run constantly?
- Is there any performance degradation?
- Do I need to update the ByteShield DRM?
- What does ByteShield leave on my PC at uninstall?
- Can ByteShield be removed when it is no longer necessary?
1. How do I install, activate and start my game/application?
The activation process is intended to be as invisible to the gamer/user as possible. No personal data of any sort is needed - just a user name, password and a digital activation code - DAC (supplied at the time of purchase). There is no "survey" of information, no lengthy questions to answer.
Your license is set to allow one concurrent user having one active installation (at any given time) on any computer. If you run the game/application while offline your license will typically allow x number of concurrent offline runs (set by game/application vendor). Moving the permission to run a
game/application from one computer to another encounters a time quarantine (set by game/application vendor).
Activating and starting a game or an application requires Internet connection. The steps are:
- Download and install the game/application
- To activate the game/application, click on the game/application from the start menu, desktop or other place (see below).
- In the first window click on “New User” (unless you already have installed a ByteShield protected game/application from this publisher, then you can use your existing login.)
- In the second window, “New User Registration”, create your own user name and password (only letters (a-z + A-Z), numbers (0-9), and underscore
(_) are allowed and we recommend that you use same login details as you use for the portal where you bought the game and then write down your login details) and E-mail address (if required by game/application vendor) which should be the same address where you received your Digital Activation Code – DAC and then click “Ok”
- The third window asks for the Digital Activation Code (DAC) which was given to you at the time of the purchase. An example of a DAC looks like nnnn-nnnn-nnnn-nnnn where n is a number or a letter. Enter it and click on “Ok” and the game/application starts up
In order to start the game/application after it has been activated (while connected to the Internet), just double-click the shortcut or the EXE. The only ByteShield window you will see is “Loading application” and the game/application will start automatically.
It is important that you remember the username and password so you can use them again should you like to move your license to another computer. Your DAC is your proof of purchase and is needed should you need to recover your login details.
2. I've just installed the game/application, and while creating my ByteShield account I get an error message. What can I do?
ByteShield require that the game is run from an account with administrator capabilities. The game/application will not run if you start it without administrator capabilities.
With Windows XP you will get a message "a failure has occurred at application startup". In which case, please try to run the game/application with administrator capabilities. Go to Control Panel, select User Accounts, select your account and change your account type to administrator.
With Windows Vista 32-bit you will get an error about a problem with the game/application .BBZ file. With Windows Vista 64-bit you will get an empty window and a runtime error. In either case, please try to run the game/application with administrator capabilities. Go to the game/application folder, locate the game/application .EXE file. Left-Click on it and in the Compatibility tab, select 'run as administrator'. Then click Apply.
With Windows 7 32-bit you will get an error about a problem with the game/application .BBZ file. With Windows 7 64-bit you will get an empty window and a runtime error. In either case, please try to run the game/application with administrator capabilities. Instead of double clicking the game/application icon, right click and select 'run as administrator'.
All: Now run the game/application using the shortcut or by double-clicking on the game/application .EXE file. In the first window click “New User”. In the “New User Registration” window, create a new user name (cannot be any you tried before) and password (only letters (a-z + A-Z), numbers (0-9), and underscore (_) are allowed). Then click “Ok”. In the next window, enter the Digital Activation Code (DAC) which you received at the time of the purchase. Enter it, click “Ok” and the game/application starts up.
If your game/application is expected to be used from a Windows account with no Administrator capabilities, the game must be installed in a directory where the account has write permissions (e.g. outside of C:\Program Files).
Other causes for error at startup could be your Internet Security (anti-virus, anti-spyware and firewall) settings. Please check your Internet Security quarantine for the game/application .bbz file. If it is in there (We have reports of this happening in Kaspersky, Norton and Zone Alarm), then restore it by selecting 'exclude this file from future scan'. In case that doesn't work, we suggest you disable your Internet Security briefly when activating and starting your game/application. However please remember to re-enable once you have activated and/or started the game/application. We are working with the Internet Security vendors to rectify this problem. See also Does my Internet security software interfere with ByteShield?
3. Can I activate over the phone?
No. You must have an Internet connection at activation.
4. Can I use Asian or Russian characters for login and password?
ByteShield currently only supports Roman letters (a-z + A-Z), numbers (0-9), and underscore (_).
5. Do you always have to be connected to the internet for ByteShield to work?
It depends on how the system has been configured by the publisher. The publisher can set it so that:
- you only need to connect for the first launch of the game/application or
- it enables you launch the game off line before another Internet connection is needed or
- you will be required to always have an Internet connection at launch.
6. What information is sent from my computer?
The ByteShield system will at the first activation ask you to create a login name and password (both chosen by you) and a Digital Activation Code (DAC) for the product you have purchased. You may also be asked for, if configured so by the publisher, your first name, last name and email address. The system will also collect your IP address, non-personally identifiable machine information, operating system and the protected game/application installation information.
7. Can I run my game or application on other computers?
Yes. The ByteShield system supports unlimited installations and manages the number of users who can run the game/application simultaneously. For Individual Licenses, end users can have the game/application installed on any number of computers, but only one can be used at a time.
To install and run the game/application on another computer requires an Internet connection. The steps are:
- Install the game/application
- Click on the game/application from the start menu, desktop or other place
- In the first window, enter the Username and Password you choose at activation of the first computer (instead of creating a new user account). The system will recognize you and will not ask for your Digital Activation Code (DAC) as it already knows the DAC you specified at the original activation. Click “Ok” and the game/application starts up.
One of the controls involved is called quarantine time. This measure, which is set by the publisher, is the time that must pass between starting the game/application on one computer and starting it on another computer. If the quarantine time from the last start of the game/application on another computer has not passed, you will get a message that the activation on the other machine has not expired yet. If you shut the game/application down in an orderly fashion, you should be able to go to the next computer at once.
Do not create a new username when activating the game/application on another computer and use the old DAC. Once the DAC is used with a specific username and password, it cannot be activated again or used by another username.
8. How do I un-install the game/application?
The game/application must be un-installed with the help of the game/application un-installer.
Do not use the Windows Control Panel – Programs and Features to uninstall the game/application.
9. How do I re-install the game/application?
To re-install the game/application requires an Internet connection. The steps are:
- Install the game/application
- Click on the game/application from the start menu, desktop or other place
- In the first window, enter the Username and Password you choose at activation of the first computer. (Do not create a new user account). The system will recognize you and will not ask for your Digital Activation Code (DAC) as it already knows the DAC you specified at the original activation. Click “Ok” and the game/application starts up.
Do not create a new username when activating the game/application on another computer and use the old DAC. Once the DAC is used with a specific username and password, it cannot be activated again or used by another username.
10. I’m having troubles re-installing the game/application
If you are re-installing the game/application and have during the activation mistakenly specified a new username with the old (and only) Digital Activation Code (DAC) you have, the system will respond back this DAC is already in use. In that case please contact the game/application vendors customer support with your username, DAC number and email address (same as you used when activating game/application).
11. I’m getting a script error when I enter my login details
If you have registered more user names than allowed with your Digital Activation Code (DAC) will you get a script error. The remedy is uninstall game/application, reinstall game/application, add (if needed) latest game/application patch, and login with your registered user name(s) and corresponding password. Game/application should start up.
12. How do I recover my game/application if my computer fails?
It is simple to recover from a failure - just re-install from the physical media or do another download and login with your login details. The ByteShield Verification Server maintains all the user information including your Digital Activation Code (DAC).
13. How do I go about retrieving my username if I have forgotten it?
A first step is to try to find your username on the computer where you first activated the game:
- Start Windows Explorer (that is not the browser)
- Click on local disk C
- Click on Program Files
- Click on the game/application folder
- Find a file called xxxxxxxxxx_sg_applicationname_10rc_decryptmod.lib where xxxxxx is your login name.
In case you do not have access to that installation will you need to check your email for an email from the vendor when you purchased the game which would have your Digital Activation Code (DAC). In case you do not have this email will you need to contact the vendor where you bought the game with your email address (and in some cases your credit card number) and ask them to send you your DAC. The final step is to contact the ByteShield Support with your DAC and ByteShield will retrieve your login name.
14. How do I go about retrieving my password if I have forgotten it?
Please contact the game/application vendors customer support with your DAC (Digital Activation Code) and (if you have it) your username.
15. If applicable, how do I go about to reset the email address I registered with ByteShield at activation?
Please contact the game/application vendors customer support with your DAC (Digital Activation Code), username, current email address and the email address you want to change to.
16. Can I make a back-up copy of my game/application?
Yes. You can save a back-up of the install files on any storage media.
17. Does ByteShield covertly install hidden drivers or other potentially harmful software on my PC?
ByteShield is open about how our solution interacts with the customer’s computers. ByteShield does not install any drivers and is inactive when the game is not in use.
18. Is the CD/DVD needed in the drive?
No. Games/applications protected with ByteShield never requires the disc check component and never scans discs.
19. Does ByteShield modify my PC registry?
No. ByteShield never corrupts registry keys and never violates the rules of the operating system. ByteShield recognizes that you must be able to manually empty folders and tidy your registry without special software or hacker-style techniques.
20. Is there any blocking of any Windows functions?
No. There is no blocking of any Windows functions.
21. Does my Internet security software interfere with ByteShield?
There is generally no need to lower your Internet security (anti-virus software, anti-spyware software, firewall or other protections). However, in case your Internet security asks your permission for the ByteShield client to connect to the Internet just after you have started the protected game or application, then click 'Allow'.
Some Internet Security software (Including Kaspersky, Norton 360 and Zone Alarm) may quarantine the ByteShield game/application.bbz file. If so, go to the quarantine and restore it by selecting 'exclude this file from future scan'. Failure to do this will result in the game being unable to download the DRM license.
Comodo Internet Security some times stops the game/application.exe. The remedy is to add game/application.exe in exclusions of detect shellcodes injections: CIS ---> Defense+ ---> Defense+ Settings ---> Execution control Settings ---> Detect shellcode injections (i.e. Buffer overflow protection) ---> Exclusions ---> Add ---> Browse...
The Avast Behavioral shield some times interferes with the ByteShield communication. Avast suggest that you make sure you run the latest version of Avast. If problem still persists, then in Avast! UI go to realtime shields | behavioral shield | disable shield or expert settings | uncheck monitor system for unauthorized modifications and then run application/game.
22. Is ByteShield hostile to any function or program?
Aside from debuggers, is ByteShield not hostile to any function or program including emulators, cd/dvd burning software and virtual drive software.
23. Does ByteShield run constantly?
No. The ByteShield DRM never runs unless the game or application is running.
24. Is there any performance degradation?
No. There is no visual performance degradation.
25. Do I need to update the ByteShield DRM?
No. ByteShield client is automatically updated to not cause inconvenience to gamers/users.
26. What does ByteShield leave on my PC after uninstall?
All remnants of the ByteShield DRM is removed automatically during uninstall of the game/application.
ByteShield utilizes some standard Microsoft modules and they can, in some cases, depending on OS used, leave behind CLSID references to ByteShield.Document in the registry folder:
- HKEY_Classes_root\CLSID\
- HKEY_Classes_root\CLSID\
- HKEY_Current_User\Local AppWizardGenerated\
- HKEY_LOCAL_Machine\SOFTWARE\Classes\Byteshield.document\
As these harmless entries may have been present on your PC before the ByteShield installation, have ByteShield opted not to remove these. However if you really want to remove these, use regedit, but be aware that other applications/games may then not work properly.
27. Can ByteShield be removed when it is no longer necessary?
Yes. With ByteShield developers/ publishers have the option to gradually relax the license restrictions or push out a reinstall without any protection.
See also the ByteShield ReadMe DRM Instructions.
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