These are some of the most commonly asked questions we receive from our customers. If you have a question that isn't covered by the list below, please write us mail. We'll add to this document as necessary.


How to reach Customer Support


To reach customer support for Westwood Studios, you can call 1-714-833-1999 between the hours of 8a.m. and 5p.m. Pacific Standard Time. Our customer support team will be happy to help you with any technical problems you might be having. You can also fax them a question by sending your information to (714)-833-2001. Please include your phone number in any written correspondence.



Writing Mail directly to Westwood Studios


You can write directly to Westwood Studios by addressing your envelope to :

Westwood Studios
3540 W. Sahara Ave #323
Las Vegas, Nv. 89102

We strongly suggest you write to us via email if you have a question that needs to be answered quickly.



How to access the Westwood Studios Hintline


The Westwood Studios Hint Line can be accessed by dialing 1-900-288-4744. The charge is 75 cents per minute. Callers under 18 must get a parent’s or guardian’s permission before calling.



How to get newest version of our software.


It sometimes happens that we spot a problem in one of our games after the game has been released. Westwood has a commitment to producing the highest quality entertainment software today, and offers an easy way to get the newest version of our games as quickly as possible. You can download an update file from here on the interent (ftp.westwood.com) or by downloading the file from one of the other services (PRODIGY, America Online, GEnie, Compuserve, or the Westwood BBS).



How to make a boot disk.


Making a boot disk is very easy. First, boot up your computer with your hard drive, and be certain you are at the DOS prompt, in your DOS directory, which usually appears as a drive letter, a path designation and a greater than sign (i.e., "C:\DOS"). Insert an appropriate blank disk into your A: drive (or applicable drive letter), then type the command :

FORMAT A: /S
Once you have finished, you will need to create a CONFIG.SYS file. To do this, first copy your current CONFIG.SYS file over to the floppy disk by typing:

COPY C:\CONFIG.SYS A:\ (ENTER)
COPY C:\AUTOEXEC.BAT A:\ (ENTER)

Now, type
A:
to make the disk drive your current active drive. Then Type :
EDIT CONFIG.SYS
to edit your CONFIG.SYS file. You should see a listing that looks similar (but probably longer) than the one below...

DEVICE=C:\DOS\HIMEM.SYS
DEVICE=C:\DOS\EMM386.EXE RAM NOEMS
DOS=HIGH,UMB
STACKS=9,256
FILES=40
BUFFERS=40
Above is what we suggest you have in your CONFIG.SYS file to run any of our games. You should add the word "REM" to the front of any line which loads a program you do not need in order to run your Westwood Studios game. The REM statement tells the computer to skip over that line. Next, EDIT your AUTOEXEC.BAT file in the same manner. Remove any programs you do not need, and then save the file out by pressing ALT and the 'F' key at the same time. Then, press "S" to save the file to the floppy disk.

IMPORTANT!
You will need to keep your mouse driver, and possibly your CD-ROM drivers in your CONFIG.SYS file as well. Consult your CD-ROM and Mouse instruction booklets for specific information on how to do this. Also, if the BOOT FROM FLOPPY DISK option has been disabled in your machine’s BIOS, you will not be able to use your boot disk. Reset this parameter to enable floppy drive boot.

After the above is finished, you should have a boot diskette. Leave the diskette in the drive, reset your machine, and then run the product again. Be sure to consult the manual for any special changes to your AUTOEXEC.BAT and CONFIG.SYS file you might need to make.



Can’t install patch file


Some users have experienced problems in their application of one of our patch files. Since our patch file must find -exact- copies of the files to be updated, any alteration of the original files will stop the patch process from completing. We highly suggest that you do not use editors, cheat files, or any other utility that would alter the original game files. It is also possible that some of the files may have become corrupted due to a caching or compression program. In any case, the best way to fix this problem is to reinstall the program. Reinstalling the game will have no effect on saved games in the same directory, but keep in mind that older save files may not work with a newer version of our program (this is true with DUNE II).



Missing items/disks/manuals


If you have just purchased your Westwood game, and find that there are items missing from the box, please return it for replacement at your place of purchase. However, if you lose an item from one of our games, and you would like a replacement, we can arrange to have something sent to you for an item, postage, and handling fee. Please call 1-714-833-1999 or write to Virgin Interactive Entertainment at :

Virgin Interactive Entertainment
C/O Product Support
18061 Fitch Ave.
Irvine, CA. 92714

Please include information on exactly what product you have, what version of our game that you own, and what materials you need replaced. If you are writing to us, make sure to include a return address and phone number.



How to upgrade from disk to CD.


Owners of Westwood Games who wish to upgrade from the disk to the CD version can do so by sending two things :

#1.....A check or money order in the following amount :

Legend of Kyrandia disk to CD upgrade..........$20.00
Lands of Lore CD upgrade..............................$20.00
Hand of Fate CD upgrade................................$20.00

#2.....The original diskette #1 from your disk version with your name, address, and telephone number.

Please mail these items to :

Virgin Interactive Entertainment
c/o Kellie Ziel
18061 Fitch Ave.
Irvine, CA. 92714

The prices above include all shipping and handling charges. If you have further questions, please call 1-714-833-1999.


Other ways to reach us electronically.


Westwood Studios is -everywhere-. You can contact us via the following online services...
PRODIGY
Mail us a question or comment by first pressing the -J- button at the bottom of your screen. When you are asked for your jumpword, type "MAIL". After you arrive at the mail screen, press the "WRITE MAIL" button. Use "TJGD63B" for your address to Westwood Studios. You can also visit our support area on PRODIGY by clicking on the -j- button and typing "WESTWOOD SUPPORT".

Genie
After you sign on, type "SCORPIA". After entering the bulletin board section, type "SET 33" for the Westwood Studios Message board. You can write a message in any one of the current topics, or write a private message by typing MAIL and then addressing your letter to "WESTWOOD S".

America Online
Sign on normally, then click the "Go To" icon. Type "WESTWOOD" and then press return. You can write mail in any of the Westwood message areas, or write private mail to "WESTWOOD S" from anywhere else on the service by pressing the mail icon.

Compuserve Members.
After logging on, type "GO GAMBPUB" if you are using a regular terminal program. If you are using Compuserve’s special interface program, you can click on the "GO" icon at the top and then type "GAMBPUB". When you arrive in the Publisher’s section, you may leave a public message in the Westwood forum, or write private mail to address 71333,2405.

Internet / Usenet
Use your browser (preferrably NETSCAPE) and go to http:\\www.westwood.com. We also have an FTP site at (what else?) ftp.westwood.com. Address internet email to mail@westwood.com

Westwood BBS.
Set your modem for 8 data bits, no parity, and 1 stop bit. Then set your terminal program to dial 1-702-368-2319. The Westwood BBS can support modem speeds from 300 to 14,400 BPS. You can write publicly or privately to us in the message sections or in e-mail. There is no charge for this service, but normal long distance charges may apply.



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