Got a Question?

If you have questions about our products, you’ve come to the right place.

Ask away in the comments, and we’ll answer!

Contents

GameAgent

I bought a downloadable game from GameAgent.com, but I’m only getting the message “Order Submitted.”  Why can’t I download my game yet?

If you’re having to wait for what seems like an excessive amount of time, then it is likely due to a very high volume of orders at GameAgent.  Your order should be complete in under an hour.  If it’s taking longer, please contact support (http://support.aspyr.com).

It’s also possible that your order may have mistakenly been flagged for potential fraud.  This can happen from:

  • Entering credit card data too many times
  • Not providing correct account information at time of purchase (name, billing address, etc)
  • Purchasing from a region that is seeing very high piracy rates

The fraud review typically takes 1-4 hours.  If the order process is taking even longer, please contact customer service at Digital River (gameagent.cs@digitalriver.com).

Sid Meier’s Civilization V Mac

What languages can I play Civilization V Mac in?
We are supporting French, German, and English for both the Audio and Text.

Is there be a demo?
A demo for the Mac is not currently planned.

Does Civilization V Mac support SteamPlay?

Yes!  Civilization V Mac supports SteamPlay, meaning that anyone that purchases the Mac version also has access to the PC version.  This also means if you have already purchased the PC version, you will now have access to the Mac version.

Does that mean the game is sold via Steam, too?

Yes, you can purchase Civilization V Mac from the Steam Store.

That being said, we want to reiterate that your origin of purchase will not affect the way the game operates and plays.  No matter if you buy the game from GameAgent, the MacGameStore, Apple stores, or Steam, digital or disc, it is all the same product.  The game will use SteamWorks to manage DRM, achievement tracking, etc, no matter where you purchase the game.

What about other retailers?  Can I find the game in brick and mortar stores?

The game should also be available at your local brick and mortar retailer that sells Mac software, such as the Apple Store.  If not, we encourage you to get on the phone and tell them to order the game!

Will the Mac version use SteamCloud for saving?

Our dev team is working hard to release a patch that will enable SteamCloud saves soon after the Civilization V Mac release.  However, the feature will not be available at launch.

Will these game saves be accessible by the PC version?

Save games won’t be accessible between platforms because of the issues raised with incompatible save game files in the case where the PC version is a later version than the Mac client.  The files will need to have different names.  This issue is something we are discussing for future patches.

For multiplayer, will Mac and PC gamers be able to play together?
Yes, although this feature is dependent on versioning.  The released Mac version will not be able to see the internet PC multiplayer games that are currently available in the lobby.  Mac users will be able to see LAN games that are available and will be able to play Mac-to-Mac multiplayer.  Once we are patched to the point where we match the PC version, then this will be possible.

Will Civilization V Mac require the disc?
The boxed version will require the disc for install, but after installation and authentication, the disc will no longer be required.

What are the system requirements for the game?

These are the minimum system requirements for playing the game without experiencing any performance issues:

  • Operating System: 10.6.4 (Snow Leopard)
  • CPU Processor: Intel Core 2 Duo (Dual-Core)
  • CPU Speed: 2.4 GHz
  • Memory: 2 GB RAM
  • Hard Disk Space: 8 GB
  • Video Card (ATI): Radeon HD2600
  • Video Card (NVidia): Geforce 8600
  • Video Memory (VRam): 256 MB
  • Media Required: DVD-ROM (Physical, boxed copies only)
  • Peripherals: Macintosh mouse and keyboard

Other Requirements: Initial installation requires one-time Internet connection for Steam authentication; software installations required (included with the game) include Steam Client.

Internet Connection and acceptance of Steam™ Subscriber Agreement required for activation. See www.steampowered.com/agreement for details.

Recommended System Requirements

  • CPU Processor: Intel Quad Core
  • CPU Speed: 2.6 GHz
  • Memory: 4 GB RAM
  • Video Memory (VRam): 512MB

*Apple original CPU’s only, CPU upgrades not supported.

Supported Video Cards:
NVIDIA GeForce® 8600, 8800, 9600M, GT 120, 320M
ATI Radeon HD 2600, HD 3870, HD 4670, HD 4850, HD 5670, HD 5750

NOTICE: Apple Intel Chipsets only. Power PC Processors (G4 and G5) are not supported.
NOTICE: Intel(r) integrated video chipsets are not supported.
NOTICE: This game is not supported on volumes formatted as Mac OS Extended (Case Sensitive)

Thanks for the system requirements! But I still don’t know if my machine will be able to play Civ V Mac…

Between the near-incomprehensible naming conventions of video cards and other computing parts and the fact that some of you are just missing a minimum requirement, we totally understand that it may still not be clear whether your machine will support the game.

To help out, we are currently in the process of updating our GameAgent application for the Mac.  This application will look at all of your system specs and help you determine whether or not you’ll be able to play Civ V Mac on your machine.  Though we don’t have a set date for Civ V Mac compatibility, this app works for our other games available on GameAgent.com, so check it out if you haven’t already!

You can also check in with our support folks on their Twitter feed at http://twitter.com/Aspyr_Support.

What do system requirements mean?

  • Minimum System Requirements:

These are the very lowest possible specs you can have before you start to experience performance issues with the game.  Being below the minimum system requirements can cause problems we cannot fix. If you just meet the Minimum Requirements, you should be able to enjoy the game on minimum graphics settings.  We DO NOT recommend purchasing a game if you do not meet the Minimum System Requirements.

  • Recommended System Requirements:

If you meet these requirements, you will have a better experience of software usability.  These guidelines are set to suggest what hardware a user might need to get optimal performance our of their game.

What if I’m just below the minimum specs? (i.e. 2.26 GHz v 2.4 GHz)
We DO NOT recommend purchasing a game if you do not meet the Minimum System Requirements.   If you purchase a game without meeting minimum system requirements we will be unable to provide support from a customer care perspective.

What sorts of problems or performance issues can I expect if my hardware does not meet minimum requirements?
Performance issues could include slow downs, crashes, graphical issues, and not launching, among other problems.  It is impossible to predict specific problems for individual users.

Will there be support for the game after launch?  Patches?
Yes, Aspyr is working hard at incorporating PC patches into the Mac version and plans on supporting the Mac version fully through its lifecycle.

Will patches released by Firaxis on the PC also patch the Mac version?
No, the Mac will have its own set of patches.

Will the game come pre-patched?
Civilization V Mac was ported from the shipped version of the PC release with some additional bug fixes that were released via later PC patches.  We are already hard at work at incorporating the latest patches into the release version and hope to be caught up quickly with the PC version.

What about DLC?
Aspyr fully plans to support Civilization V via DLC.

Will existing DLC for the PC version work with my Mac version?

Any DLC that has been or will be released specifically for the PC version of Civilization V is not officially supported for the Mac version.  Existing DLC packs and others will officially be available for the Mac version in the future.  Once we have set dates, you guys will be the first to know!

What about mods? Will there be access to a complete set of SDK tools and/or 100% mod compatibility?

Unfortunately, user-created mods are not a component of the Mac version of Civilization V.  User mods would require us to build custom versions of the full application ourselves in order to support a limited number of specific mods and still leave others unsupported.  Similarly, modding tools are implemented with Microsoft .NET, and would present a significant porting challenge involving total rewrites.  Bottom line: There is no way to create a Mac experience that allows for a good end-user experience for user-created mods.  Believe us—we tried.

Is there a Special Edition for the Mac?
There is currently not a Special Edition for the Mac for sale to the public.  Aspyr has a very limited number of Special Editions signed by Sid Meier himself which we are giving away as part of our pre-order incentive.  Preorder your copy of Civ V Mac (either boxed or digital) at GameAgent.com to be entered to win.  Also follow us on Facebook and Twitter for more opportunities to win in the coming weeks.

General/Other

I’ve already purchased the disc/digital version of a game.  Can I get the other version/format for free?

Unfortunately, you’ll have to buy the other version/format separately.  Keep in mind, though, that we’re often offering great deals on all of our products, so at the least you may be able to save some money!

  • Jamie

    I keep using the ‘Aspyr Game Agent’ – version 1.8 – on my iMac and it only shows a blank screen (technically not blank, the ‘Contacting Aspyr’ image appears on screen and then disappears – instead of loading content the application display area just goes blank, leaving only the title bar and icons showing on the app window.)

    Also, can I purchase games through Game Agent for my iMac when I live in the UK? I visit the Aspyr site often but cannot find a link.

    Many thanks,

    Jamie

  • http://www.gameagent.com sschaefer

    You can download the latest App here – http://www.gameagent.com/store/aspyr/ContentTheme/pbPage.gameagent_app

    And for a European release of GameAgent, stay tuned!

  • http://www.gameagent.com Sergio

    After I download and install the games I do not understand what to do
    When I try to install the game it asks me to register the game. Do I type in the Serial Code given to me with the order? Because when I do type it in it does not work.
    Whats the key for Manual Registration.
    I have been stuck on this for two days

    Thanks

  • http://www.gameagent.com Sergio

    I am confused what to do when I finish downloading the game and I try to install it. It bring up a Registration Menu and asks for a code. I type in the serial number that comes with the order but it is “invalid” this happens with two games I bought so is there something I did wrong?
    How do I do the Manual Registration???

    Thanks

  • http://www.gameagent.com Sergio

    Oh and sorry for the double post my internet is just bad

  • http://www.gameagent.com BlogLady

    Hey Sergio – support related issues are going to be better managed through our support team. We in blog land don’t always see these as quickly as support can react.

    Please contact Aspyr support at support.aspyr.com and they can help you with authenticating your game and if there is an issue with the serial number you were provided.

  • AJ

    On your Doom 3 page, it says “for Intel Macs only” but then the system requirements say PowerPC G4/G5. Which is it?

    • http://www.gameagent.com Loondogiv

      Hi, AJ, sorry for the confusion! Despite the part where it says “for Intel Macs only,” it will actually run on both Intel and PPC. There is a caveat, however. Apparently it will have some problems out of the box on Intel Macs, but there is a patch that will help fix that problem: http://support.aspyr.com/index.php/kb/article/000579

      Newer Macs may still be a bit iffy, though, so if you want you can open up a support ticket at support.aspyr.com and submit your system specs. They’ll then be able to let you know whether you’re good to go or not. Hope this helps! Let us know if you have any problems.

  • ForceUnleashedFan

    Hello,

    I was wondering if you can give us an update on the sound fix for Star Wars: The Force Unleashed? I really love this game but it is annoying to have the sound leave on the first half of the Imperial Raxis Pime and Deathstar levels. (BTW all of my sound drivers are up to date). Thanks in advance!

    • http://www.gameagent.com BlogLady

      Hey Force Unleashed Fan

      First, thanks for being a fan! We’re bummed you’re having sound issues. Unfortunately we at the blog aren’t the most helpful in all things technical. Please reach out to our support folks at support.aspyr.com for specific game issues.

      We appreciate the feedback!

  • Brad

    I own the disk version of Star Wars: Empire at War. Is there a way I can get the download version so I don’t have to use the disk?

    • http://www.gameagent.com Loondogiv

      Sorry, Brad, unfortunately you’ll have to purchase the digital version separately. There are ways to soften the blow, however. Writing a review of any Mac game for us to post on the NonBlog will net you some nifty discounts (10% off for every 100 words). A review of 1000+ words will even get you a free game! Hope that helps!

  • Force Unleashed Fan

    Hello again,

    First off, thanks for responding Bloglady! I understand that is not a tech support forum but I have some news that everyone hopefully will find helpful. The issue I had was that the sounds disappeared in the 2nd Raxis Prime Stage and the Death Star. In these stages the majority of sound effects disappeared in the first half. It has recently been found out that this is not a problem with retail cd version but with the steam version (not sure about Direct 2 Drive). One user was able to fix the steam version of the game by coping the LevelPacks data from the retail cd version to the steam version. I request that as a temporary solution that either you can tell us what files are need to be replaced or better yet upload the files to you servers and give us a link to download them. I thank you for you time and hope to here back soon!

    • http://www.gameagent.com BlogLady

      Hey There

      I wish we could be of more assistance but this is a Steam issue, and in this case we don’t manage the direct relationship with Steam for this title. We will ask around on making the LevelPacks data available for download and see if there are any approval issues with such support. Thanks for the suggestion, we’ll do some homework, and bug Steam for a fix!

  • ConfusedAboutJK2:JO

    I was looking at the Jedi Knight II: Jedi Outcast page and thought it was strange that a game released in 2002 would require macs that would require Intel chips that weren’t introduced until 2006! I bet sales sucked those first four years! :)

    JK2:JO system requirements
    http://www.gameagent.com/store/aspyr/en_US/DisplayProductDetailsPage/productID.176196100#system_requirements

    Wikipedia entry:
    http://en.wikipedia.org/wiki/Star_Wars_Jedi_Knight_II:_Jedi_Outcast

    Can you explain this rift in the space-time continuum, time traveler? :)

  • Pasquale

    Problem con download no icon download ? help

  • Lindy

    I want to confirm that my NVDIA GeForce GT 330 graphics card will meet the specs for Civ V. Thanks!

  • dojoboy

    Will pre-orders of Civ5 arrive on the day of release, or will they be mailed upon the day of release?

  • Morten

    Hi everybody,

    This is the first time I have tried GameAgent, so maybe my question is rather dumb:

    I have just ordred the CivV game, but after the credit card “page” I was redirected to a “succes” page. But how do I Download the game? Under my ordre page I can see : Order Status: Order Submitted <- but was does that mean?
    Shall I wait for the ordre to be treated adn how long will that take?

    I live in Europe, so I do not know if is possible at all to buy and download the game fra GameAgent ?

    Hope anyone can help me?

  • tait

    I bought Civ V, but it won’t let me download it it just says order submitted — i thought when you purchased the downloadable version you could download it immediately?

  • Fatso

    Yeah — I’m getting the “Order Submitted” but no download for Civ V too. Frustrating, because I thought with Digital River as the payment and distribution service orders should be realtime.

  • Fatso

    OK — the order completes after a couple of hours.

  • Bob

    I have a question. I have the game Call of Duty 2 for MAC. I am at level “Hill 400 Defending the Hill” on Easy level. I have played this level for over 2 hours and can’t come to a conclusion. There is no star to get to and it just goes on and on. What am I missing here? Do you have any tips for me as I am getting frustrated!

    Thanks for any help you can give.

    Bob

  • Bob

    PS: please notify me by e-mail if you have any comments to my question.

  • http://google.com Colin

    I have a MacBook Pro (13-inch, 250 GB) that I bought December 20, 2010. It was the cheaper one with 2.4 GHz. For Star Wars: Knights if the Old Republic, under the system requirements it says you must have “Supported Video cards: NVIDIA GeForce® 7300, 7600, 7800, 8600, 8800, 9400, 9600, GT 120, Quadro FX 4500, ATI Radeon X1600, X1900, HD 2400, HD 2600, HD 3870, HD 4670, HD 4850″. My computer says it has
    “Chipset Model: NVIDIA GeForce 320M
    Type: GPU
    Bus: PCI
    VRAM (Total): 256 MB
    Vendor: NVIDIA (0x10de)”
    Will this game work on my MacBook Pro? (it meets all of the other system requirements I believe).

  • Eric

    How do I find the SWKOTOR.ini from the APPLE STORE version?

    • http://www.gameagent.com Russ Looney

      @Eric: Home/Library/Application Support/Knights of the Old Republic

  • Luka

    Hello! My Mac’s file system is Mac OS Extended (Case sensitive). Will Knights of the Old Republic run on my computer? In App Store there is a notice that Mac OS Extended (Case sensitive) is not supported? I thought this is the default file system in all Macs.

    • http://www.gameagent.com Russ Looney

      Hi, Luka, it should be noted that just because your machine may not be fully supported, it doesn’t mean the game won’t run properly. It just means we won’t be able to help you from a customer support standpoint. I would suggest contacting our support team before making any purchases. They can b reached by email (support@aspyr.com) or via the web (support.aspyr.com).

  • kdale1

    this was addressed back in 2010, but I’m having trouble with pulling down the star destroyer in force unleashed for mac. I’m able to knock out the tie fighters quickly, using lightning and grip, and am able to pull down the destroyer once. after that, though, I take care of SEVERAL (possibly 10) waves of tie fighters, center the destroyer, and it never gives me a prompt to pull down. I just have to keep it centered for several seconds as I watch tie fighters approach. what gives? thanks…

  • eviltenchi

    I still cannot play civ 5(Mac) with a PC user. Will the game be patched soon so that I can play with them (the versions on the games is different).

  • dojoboy

    Any word on a time frame for the latest PC patch (1.0.1.217) to arrive on the Mac?

  • Spinelladude

    A new patch for Civilization 5 on the PC was released in which they tweaked and improved various aspects and features of the game play, and I noticed now that I have Civ 5 on the Mac that this patch isn’t available for the Mac. When will it be available? After playing it on PC and then playing it on the Mac with the Pre-patch settings is kind of lame. All the civs just build ridiculous amounts of cities regardless of strategy or unhappiness while a small, better quality civ, like I enjoy using, gets creamed by these large, poor quality civs.

  • Alextar

    So, the “modbuddy” for Civ V will not work, according to what I am reading above in the Q&A of:

    “What about mods? Will there be access to a complete set of SDK tools and/or 100% mod compatibility?”

    However, will “world builder” at least work, similar to Civ 4 where Mac users could create maps for single player use? If so, when will this be available?

  • Raj

    When will Rollercoaster 3 come to the mac app store? 

  • Maverick

    Call of duty Modern warfare is one of your most popular games…do you plan on releasing Modern warfare 2 or Black ops?

    • Meisme77

      Sorry, posted accidently in wrong section…ignore

  • Liamo

    I just bought Duke Nukem Forever (downloading via Safari) and COD4 (downloading via GameAgent DLM. I’m averaging 250kB/s with COD4, but only 12kB/s through Safari – but other Safari downloads are going through at a reasonable speed.

    Any idea what the problem might be? I’m currently looking at 3 days and 20 hours on Duke Nukem, so… it’s a bit long to wait for a download. Is there a GameAgent DLM for Duke Nukem?

  • connor smith

    Hey are you guys coming out with more of the COD games on the mac app store?

  • Anonymous

    A new patch was released 4 days ago for civilization V only for PC. Now mac users cannot play with PC users. When will you port the new patch?

  • Brother Ced

    i bought Duke nukem for mac, i ve just finish  Single player game, who was fun ..but i can play multi player>>>i good internet connection on my macbook pro intel, but the DNF doesn t see any player or any games on multi player..can someone help me??

  • Radiolarian22

    Do Aspyr ever plan to release Quake4 for Mac OSX as an electronic download?
    Currently you can only buy the box set.