Help I lost my Password or I can't remember my signin name

Q: I pressed F6 and the game just had a link that send me here, what's up with that? Click for an explanation.


General
   I got a new computer, how do I get my previously purchased game onto it...
   How do I get these games?
   How do I put my game in Full Screen mode?
   How do I get the latest updates of my game?
   How do I turn off the music in game?
   How do I do those cool Fooms?
   I can't find my answer in this FAQ...
   Are you sure your decks are properly shuffled?
Ordering
   Is your online ordering secure?
   I bought tokens or a membership and its not working or showing up
Unlocking
   My game reverted back to the trial mode and I don't know what my unlock key is...
   How do I unlock my game into the full version?
   I just ordered, where do I find my unlock key?
   I requested my lost key/password over a day ago and I still don't see my email...
   I tried unlocking, but I can't get F6 to work...
   What if I don't have internet access to unlock your games?
   General unlocking issues...
Online Play
   I forgot my online play information (username or password), how do I get it back?
   How do I change my user name?
   I can't connect to play online...
   I want to be considered for a new League Room...
   I just got a new email address, how do I update my username profiles with it?
   How do I chat in an online game?
   What are chat Aliases or Binds?
   How do I type colored text?
Troubleshooting
   I just updated to Mac 10.5.2 and I can't play my game...
   I can't hear any sound when playing...
   My trial period ended prematurely...
   How do I uninstall?
   How do I fix random errors/crashes in the games?
   Sometimes my mouse cursor justs disappears...
Online Ratings
   How do the ratings work?
   What are the requirements to play a rated game? Why don't I get a rating!?
   Why did I just go down in rating? It looks like I should of went up!
   Why did I just lose 150 points on my rating!
   What happens when someone quits or disappears in a rated game?
   If a player is kicked out of a game, for whatever reason, do they get an 'incomplete' for that game?
   If you are kicked from a game, do you automatically LOSE points?
   If a player is disconnected, and cannot get back before the game ends, is that an 'incomplete'?
   If a player is disconnected, and a sub joins in their spot, will the sub get an 'incomplete' when the player returns?
   If you are disconnected and can't get back to finish the game, do you always lose points?
   If a player leaves on the last hand, even if they are winning and the outcome is not in doubt, will they get an 'incomplete' and will they get points for 'winning'?
   If Hardwood's servers are being reset or if the system crashes while you are playing a game, will that game count as an 'incomplete'?
   In tourney games, if a player is late, and a sub is put in the player's spot (and leaves when the player arrives), does the sub receive an 'incomplete' for that game?
   In tourney games, if a game is started (cards have been cut and/or bids passed or made) and a Tourny Director discovers the wrong player is in a seat, what happens if that player leaves and the correct player takes the spot?
    If a tourney game is started with the wrong settings, do players get a 'quit' if they all leave the game and reset it?
   How does the rating get calculated



Lost passwords and forgotten signin names

To reset the password you can use this link:
http://www.hardwoodgames.com/account/password_reset/


As long as the email is still valid on your usernames you can use this link to get a list of them:
http://www.hardwoodgames.com/account/user_list_retrieval/

If you nolonger have access to that email address , you won't be able to reset your password.


Version 2 games and unlock keys.

New games won't accept my unlock keys, what's up?

If you have previously purchased games from us, and are trying to put in an unlock key into a new version you might notice that there isn't a place to put in the key and it sent you here instead.

The new games don't use the old unlock keys. They use a new microstransaction based system where the base game is free or low cost, and you can purchase the stuff you want and not purchase the stuff you don't want with a currency called tokens. You'll see how to purchase items by clicking on the "store" link in the main menu of the game. Things that are different from the old versions include:

  • Unlock keys don't apply
  • You purchase the game in parts. Avatars, Backgrounds, card decks etc. If you purchase an item, it will show up in ALL of the applicable games, not just the game you bought it from.
  • For online games, a membership is required to play (note the memberships apply to all the multiplayer games, not just the one you happening to have purchased from.
  • The above stuff applies only to the name you signed in with, so do that mindfully. There are no transfers of items or memberships to another name.

So you might be asking, we'll heck I bought this game before why don't I get all the stuff I had before. Good Question. This is a new game that has some fundamental changes, its not a update but instead a new product. We do however have two options for you:
  • A) You can stick with the old version and in fact you can use both. There should be a download link somewhere on the page where you downloaded the game to download the older version, and you can put in your unlock key like you did before.
  • B) You can take advantage of a special offer that may still be available when you read this. If you have your old unlock key for a multiplayer game, when you go to pick your membership level, there should be a link underneath for a special offer where you can get a free plus+ membership for a time as well as some tokens. This should be enough to restock up on items you like from the old version. If you are coming from Solitaire III to Solitaire IV, there is a special offer for you as well on the "add tokens" page for 1/2 off a large bundle of tokens.

You can use your old unlock key to get special offer for new versions

If you would like to use your unlock key for upgrading to a year of Plus+ membership you can do that here:  (if it asks you to sign-in, keep in mind that's the name the membership will apply too and it's nontranferable)
Upgrade Hearts Special offer
Upgrade Euchre Special offer
Upgrade Spades Special offer
Upgrade Backgammon Special offer

 We also have a special token discount for Solitaire III players.   Click here check that out.

Also keep in mind, that you can spend your tokens and use your memberships across all applicable games. So for example, a plus+ membership gives you online access to not just the game you have the unlock key for, its for Hearts, Spades, Euchre and Backgammon.

Items you buy will work across games that make sense, so if you purchase a avatar for instance, it works in all the games we have at the time of these writing.

If you haven't downloaded the new version games you can do that here:  www.hardwoodgames.com

 If you are looking for the old version downloads you can find them here:

    Backgammon: http://www.silvercrk.com/backgammon1/
    Spades: http://www.silvercrk.com/spades1/
    Hearts: http://www.silvercrk.com/hearts1/
    Euchre: http://www.silvercrk.com/euchre1/
    Solitaire III: http://www.silvercrk.com/solitaire_iii/
    Minesweeper:  http://www.silvercrk.com/minesweeper/


General issues
As we have lots of versions of our games out there, the specific way to make an adjustment might slightly vary.

I got a new computer, how do I get my previously purchased game onto it...
First you will need to re-download the the game from our website.  You can do this by selecting the game you want to download from our website at www.silvercrk.com and clicking the "Play" button to go to the download screen.  If its an older game, look for a link to the older version on that page. (for example if you have a game with an unlock key)

Once you have the game installed on your machine, you will need to unlock it with your unlock key for our older games, or just sign in with the newer games.
If you need an unlock key don't know what your unlock key is you can go to www.silvercrk.com/lost_code/ to request that your code be sent to you in e-mail. Once you have your code read the How to Unlock section of the FAQ for details on unlocking.
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How do I get these games?
It's easy, just go to www.silvercrk.com  or Hardwoodgames.com and find the game you want and download it there.
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How do I put my game in Full Screen mode?
Open the game icon from your desktop

At the Play Screen click on the "X" that is in the blue circle directly across from the title: HardwoodGames.com. This will give you the menu options

Click on Options
Click on Graphics
Click the box 2/3 of the way down that says "Full Screen"
Click Apply
Click on Ok
Click on Okay

Now you can play with the Full Screen enabled.
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How do I get the latest updates of my game?
In Order to Update your software you need to do the following for Hardwood Spades, Hearts, Euchre, or Backgammon. First open your existing version of the game. From the Main Menu you want to press "Help" and after that "Check Version". If there is an update available the game will display a button that says "Get It". After Pressing that button it will download the patch to your computer and then prompt you to install it automatically. After the patch installation, you will be prompted to restart and you will be at the most current version.

If you are having problems using the in game patching system, download the game again from our website that is relevant to the game you are having problems with and install it over your current version to bring yourself up to date.
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How do I turn off the music in game?
Open your Hardwood Game
Click on "Play"
Click on Options
Click on Audio
Click on the Volume tab
There are three boxes here you can un-check:

Effects
Music
Environment

Un-checking these will disable all sound in the game. If you want to have any of them enabled, you can leave it checked.
Click on "OK"
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I received a lost password email and I didn't request one...
In order to explain why you receive lost password emails when you have not requested them, you must understand how our password recovery system works.

When you create a user name, you enter in the name of your choice (example Abe Lincoln), a password, and an email address should you ever need your password emailed to you. The system will only send your password to that email address. So long as your email is secure, this makes sure you and only you have access to your password(s) should you ever lose them.

Now in order to request your lost password, you must enter in your user name and it sends it to the appropriate email address on that account. How can this lead to me getting this email I didn't ask for you say?

Well the 2 user names Abe Lincoln and AbeLincoln are very close, but not the same name. You would not be the owner of AbeLincoln. However if AbeLincoln accidentally enters Abe Lincoln in looking for his password, it will send you yours. Typo's and unsureness in how exactly the name they were looking for is spelled leads to these sorts of emails you received being sent.

It's nothing to be concerned about because they only go to your email, which means only you and those you designate to check your email can ever get access to it. We do this for your protection and those of all our users. I hope that clears up why this happened to you and sorry if you were alarmed.
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Fooms
Fooms are somewhat like emotes. You can tap on a player and pick fooms use a foom on another player or yourself. Trinkets stick around for the whole game and are a specical type of foom.

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I can't find my answer in this FAQ...
We try to keep this FAQ as up to date as possible with as many issues as we run into on a day to day basis, but we can't get everything.

If you couldn't find your answer here, check our forums at: http://forums.silvercrk.com/phpBB3/

If you still can't find your solution in there, email support@silvercrk.com with your question.
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Are you sure your decks are properly shuffled?
We did a test and these are the results after 10,000 deals...in theory the more deals the closer it should get to it's probability (how likely it should be to get that distribution of cards in any given deal) Like if you flip a coin 5 times you might get heads 4 times... but if you flip in 10,000 times... it will get closer to 50% heads 50% tails.

What this chart shows how each suit is distributed on each deal. So with a 4-4-3-2 in Clubs shows how many of each club when to each player. So two people would get 4 clubs each and one person will get 3 and the last gets 2. The 4-4-3-2 is most likely to happen... 21.5 % chance. I have the % for each suit.

 

Rank

Distributions

Probability 

Suit average

Clubs

Hearts Diamonds Spades

1

4-4-3-2

  21.55 %    

21.62 %

21.48 

21.54

 21.61

21.88

2

5-3-3-2

 15.52 %  

15.38 %

15.62  

15.52

15.29

15.11

3

5-4-3-1

12.93 %

12.97 %

12.92

12.89 

13.15 

12.94 

4

5-4-2-2

10.58 %

10.65 %

10.60 

10.63

10.72

10.65

5

4-3-3-3

10.54 %

10.50 %

10.46

10.45

10.54 

10.55

6

6-3-2-2 

  5.64 %

  5.60 %

  5.61

  5.60

  5.67

  5.55

7

6-4-2-1 

  4.70 %

  4.67 %

  4.79

  4.70

  4.55

  4.64

8

6-3-3-1 

  3.45 %

  3.47 %

  3.46

  3.50  

  3.37

  3.56

9

5-5-2-1  

  3.17 %

  3.17 %

  3.08

  3.20

  3.21

  3.22

10

4-4-4-1 

  2.99 %

  3.02 %

  3.07

  3.04

  2.96

  3.04

Other distributions are less than 2% likely to happen



So looks like the decks are shuffled pretty good... only off by a 0.2% at the most. If we dealt our another 900,000 decks you'd see that gap would close even more.
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Ordering

Is your online ordering secure?
Yes, all communication between the webpage/in-game order forms is done over secure encrypted connections so your data is secure.
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I bought tokens or a membership and its not working or showing up

The typical culprit here is not being signed in, or not being signed in with the correct signin name. On your google recept, you'll see what account you purchased your items for. Be sure to be signed in with that account.

Sometimes the payment processor will hold up an order or not process it at all. Check to see if they sent you an email explaining why.


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Unlocking (for older games)

This section applies to our older games that use unlock keys.  If you have an unlockey but want to use the new game see this link:


My game reverted back to the trial mode and I don't know what my unlock key is...
To recover your lost unlock key visit: www.silvercrk.com/lost_code/

Wait for the email to be sent to your registered email address and then follow the unlocking procedure also on this page.
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How do I unlock my game into the full version? (only applied to older games, not Sol IV or Version 2 games as they don't use unlock keys, see top of the page)
Run the trial version of the game you purchased from its desktop icon or start menu group.

You should see a "Silver Creek Entertainment Presents" screen. The screen will then indicate it is running the trial version and move to the "HardwoodGames.Com" advertisement screen. You should see options for "Play Full Version" and "Play Trial Version" as well as advertisements for our other games. Don't choose any of those options, but do the following instead.

There should be several keys on the top of your keyboard labeled F1 through F12. Press the F6 key (not the individual "F" key followed by the individual "6" key) located in the center of those. This will bring you to an unlock screen. Enter your name in the "Name" field EXACTLY as it was emailed or shows on your label. Then enter your unlock key numbers in the "Key" field. Your unlock code should be 4 sets of 4 numbers (xxxx-xxxx-xxxx-xxxx) or for older games; 3 sets of 4 numbers (xxxx-xxxx-xxxx-) for Hardwood Spades, Hearts, Euchre, Hardwood Solitaire III, Hardwood Backgammon, and Ruckus Bucks Dangerous Mines. It is ok that there is a dash at the end of the last number. That dash is supposed to be there.

Use this link if you do not have your Unlock Key: www.silvercrk.com/lost_code/

Now at this point you will have some different options depending on the game your unlocking. If your unlocking Hardwood Spades, Hearts, or Euchre there will be only one button to choose. Press the "Unlock" button and the program will thank you for your purchase and ask you to restart. Press the "Restart" button and your all done.

If your unlocking Hardwood Solitaire III, Hardwood Backgammon, or Ruckus Bucks Dangerous Mines there will actually be 3 different buttons. Before we go any further, if you aren't already, you need to connect to the internet. Once thats done, go ahead and press the "Unlock Via Internet" button. A box with some animated gears turning will appear. You will see "retrieving data" and then a box will appear saying "Thank you for purchasing" and have options to "Restart" or "Exit". Press the "Restart" button and the game will close and then restart.

Congratulations, your full version is installed!

If you encountered any of the various "Unlock Code Incorrect" or "Unable to Resolve Host" errors please read the information at this link:
http://forums.silvercrk.com/phpBB3/viewtopic.php?f=11&t=4948 Unlock Error Codes Troubleshooting Section

If this still doesn't solve the problem email support@silvercrk.com and make sure and include which error you received.
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I just ordered, where do I find my unlock key?
Your name and unlock key was emailed to the address you provided during the order.  (if what you ordered we're tokens or a membership for the new version games, you just sign in to use your stuff, no key needed)

If you ordered the CD ROM, your name and unlock key will be on the inside of your CD case printed out on a white sticker. Please note that your unlock key should be comprised of only numbers, ignore any text accompanying it.

If you still cannot find your unlock key, request to have it sent to your registered email address at:
www.silvercrk.com/lost_code/
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I requested my lost key/password over a day ago and I still don't see my email...
First, make sure to check your Spam/Bulk/Trash folders as our mails can sometimes get moved into there. If you find our email in there, make sure to mark it as Not Spam/Junk to help fix this problem in the future. For Yahoo accounts: If your Spam Guard is turned on, it may be set to automatically delete all Spam. Please turn it off and use the lost key function to retrieve your Unlock Key again. For AOL accounts: Sometimes AOL marks our e-mail as spam. Follow this link to check your spam folder www.silvercrk.com/faq/aol_help/ If you still don't see your email, you may have your account registered under a different email address. If you know which one this might be and still have access to it, make sure to check that mailbox as well. If you no longer have access to that old email address or don't know what it might be, fill out the form at www.silvercrk.com/lost_code/ to request we update the email address for your account. (NOTE: We cannot change the email address for a username for a lost password. Please see the other FAQ section for more information on this).
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I tried unlocking, but I can't get F6 to work...
If F6 does not work then you need to enter your Key different way.  (if the game is hardwood solitaire IV or a version 2 game, the unlock key doesn't apply, see the top of this page for information.)

Run the trial version of the game you purchased from its desktop icon or start menu group.

You should see a "Silver Creek Entertainment Presents" screen. The screen will then indicate it is running the trial version and move to the "HardwoodGames.Com" advertisement screen. You should see options for "Play Full Version" and "Play Trial Version" as well as advertisements for our other games. At the top left corner of this screen just under "HardwoodGames.Com", you will see an image of a house. Next to that the word "Buy". Click on the word "Buy"...do not worry, this does not mean you need to buy the game again. The following screen will say "Hardwood Spades". At the bottom left hand of this screen is a "Cancel" button. Right next to that is the phrase "Already ordered? Enter Unlock Key". Click on this phrase.

This will bring you to an unlock screen. Enter your name in the "Name" field EXACTLY as it was emailed or shows on your label. Then enter your unlock key numbers in the "Key" field. Your unlock code should be 3 sets of 4 numbers (xxxx-xxxx-xxxx-) or 4 sets of 4 numbers (xxxx-xxxx-xxxx-xxxx-) for Hardwood Spades, Hearts, and Euchre. Your key will be 4 sets of 4 numbers (xxxx-xxxx-xxxx-xxxx-) for Hardwood Solitaire III, Hardwood Backgammon, and Ruckus Bucks Dangerous Mines. It is ok that there is a dash at the end of the last number. That dash is supposed to be there.

Now at this point you will have some different options depending on the game your unlocking. If your unlocking Hardwood Spades, Hearts, or Euchre there will be only one button to choose. Press the "Unlock" button and the program will thank you for your purchase and ask you to restart. Press the "Restart" button and your all done.

If your unlocking Hardwood Solitaire III, Hardwood Backgammon, or Ruckus Bucks Dangerous Mines there will actually be 3 different buttons. Before we go any further, if you aren't already, you need to connect to the internet. Once thats done, go ahead and press the "Unlock Via Internet" button. A box with some animated gears turning will appear. You will see "retrieving data" and then a box will appear saying "Thank you for purchasing" and have options to "Restart" or "Exit". Press the "Restart" button and the game will close and then restart.

Congratulations, your full version is installed!
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What if I don't have internet access to unlock your games?
Here is how to unlock your copy of Hardwood Solitaire III, Ruckus Bucks Dangerous Mines, or Hardwood Backgammon if you are having trouble using the "Unlock Via Internet" method for unlocking.

You should already have the trial version of the program on your computer. If you don't, you can download that from our website: www.silvercrk.com

Run the trial version of the game by double clicking on its icon on the desktop. You will see the "Silver Creek Presents" screen followed by a "Trial Version" title screen. Once your at the "Play" or "Play Online" screen, locate the "F6" key on top of your keyboard and press it. It will bring you to an unlock screen asking for your "Name" and "Key". Go ahead and enter your information as your email indicated making sure everything matches the email exactly. Now press the "Unlock via Floppy Disk" button.

The screen will change showing the basic instructions I am giving you now, and at the bottom will say "Save Data to Floppy Disk". Above the "Save Data..." button will be a box that says "A:\" with an arrow to the right of it. Click on that arrow and change the letter designation to "C:\". Now press the "Save Data..." button.

After saving, the screen will say unlock.html has been saved to your "C:\" drive. Now you want to minimize the program. If your not familiar with doing this it is very easy. Move your mouse cursor to the very top right of the screen. You will see a "Square" icon, an "Underscore ( _ )" icon, and an "X" icon all next to each other. Press the "Underscore" icon to minimize the program. What this does is "hides" the program so you can do other things.

Now, go into your "My Computer" and then double click on the "C:\" drive or "Local Disk C:\" depending on your Windows version. There should be a file somewhere in the list called "unlock.html". Note if you have never gone into your local disk drive before you may have to click "Show The Contents Of This Folder" to see anything inside it. If your not already connected to the internet, please do so now. When your sure your connected to the internet, double click "unlock.html" to continue.

This will open your default web browser and display "Click on the submit button to continue:". Go ahead and click the "Submit" button and wait a moment. When the data has finished connecting, your screen will say "Now press and hold down the shift key and click here....". Do as it says and hold the shift key while clicking on the blue "here" link. This should bring up a save file dialog box. You want to make sure that the file saves to the "C:\" drive or somewhere you can find it easily like your desktop. There is an "up one level" button that looks like a folder with a green arrow pointing up out of it that you can press to back through your files. Once you have chosen a location you can remember, press "Save".

Go to whatever location you saved the file to and locate the file named unlock_482849140.scekey_s. It may have different numbers on the end, but look roughly the same and have an icon of a playing card. Double clicking this file will unlock the game and it should ask you to restart.

Congratulations, your done!
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General unlocking issues... (only applied to older games with Unlock keys)
The following are the basic error messages you can get during the unlocking process, what they mean, and what the different solution(s) may be.

"Unlock Code Is Incorrect"

This can be caused a couple different ways. The first being that your name or unlock key is not entered correctly. Check and make sure that your name is written exactly as the email indicates, or the game will not unlock. The same goes for your unlock key numbers. A typical name and unlock key should look something like this for Spades, Hearts, Euchre, Solitaire III, Backgammon, and Dangerous Mines.

Smoot VonSmootenburger
1234-1234-1234-1234
If your name and key are entered correctly and that error still comes up, it is possible that your trying to unlock the incorrect game. Your code will only work for the title that was purchased. The name of the game the key is for should be in the email you were sent above your name and numbers. Also note that a key for PC will not work for MAC and vice versa. So if your code reads "Hardwood Spades Mac" and you have windows, that is the problem. If none of these applies to you for this error please email support@silvercrk.com

"Unable To Resolve Host...."

This applies to Hardwood Solitaire 3, Dangerous Mines, and Backgammon. This means that, for whatever reason, the game was not able to connect to our server to verify your purchase. These games require you to be connected to the internet before you complete the unlock process. This code will appear if you attempt to unlock without being first connected, or if the connection is being somehow blocked. Obviously the first solution to this, if applicable, would be to make that connection. Alternately, if you ARE connected and this message appears it means you have a firewall or some other setting that is blocking the game from making its connection to the server. In this case you need to either configure your firewall to allow the game to connect or use the unlock via floppy method which will not be affected by your firewall. Detailed instructions for the unlock via floppy method are available on our web site, here:

http://www.silvercrk.com/phpBB2/viewtopic.php?t=3926

Again, if none of this applies to you, please email support@silvercrk.com and we will do out best to assist you further. Please note what your error is, and what you have already tried to remedy it.
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Online Play

I forgot my online play information (username or password), how do I get it back?
We currently only offer an automated system for recovering your name(s) and or password(s). If you are unable to recover them, they are unfortunately lost and you will have to create a new name from scratch. Here is the information on how to use the automated recovery tool.

Start your game from its desktop icon or start menu group.  Then click the "Play Online" or "multiplayer"option. Then click on the "Lost Password" button.

!!!!IMPORTANT!!!!

The system only emails that information to the email it is registered too. If your email changed and you didn't update your individual names with it, you won't get anything. For example, if you registered smoot97528 with the password smootiscool457 and used the email support@silvercrk.com, the game will only send a password reset to support@silvercrk.com, even if you don't have that email anymore.

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How do I change my user name?
Unfortunately when you create a user name it is permanent and can not be changed or deleted at this time.
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I can't connect to play online...
If you can not connect to our game, first verify that you are connected to the internet. If you are not connected to the internet, you will not be able to play on-line. Many different things can affect your ability to make a connection with our servers. The most obvious would be problems with your Internet Service Provider such as scheduled maintenance, line problems in your area, or any number of other technical issues. If you suspect this to be the problem, contact your ISP and ask them when they expect the problem to be solved. Also make sure if you use dial-up or DSL, that your phone cord is in good shape and is tightly connected both to the modem and your phone outlet.

If, when trying to connect, the server connect display screen cycles through "server 1, 2, 3, 4" and then asks you to verify your connected to the internet, our program is being blocked from connecting to our server. This is due to a Firewall or other connection block on your computer. Firewalls and proxy servers are designed to block your internet connection in order to minimize the chances that your computer will be accessed (or hacked!) by "unwanted visitors." They also have the unfortunate side-effect, on occasion, of blocking some of the things you might want to do on-line, like playing your favorite Hardwood game with other people. These activities depend on your computer making an unimpeded connection to other computers or servers. Therefore, if you are using a firewall or proxy, the game may not be able to connect to our servers or you might not be able to download and install all of the files that you need in order to play the game(s) on-line.

Connecting to different places on-line requires access through "ports" in your computers internet connection settings. Firewalls and proxies will close certain ports for your protection as it deems necessary. This is not always necessary, but you as the firewall/proxy owner are the only one who can open those ports. We can't do it for you, as much as we would like to, but we can give you some tips on how to configure your firewall / proxy to allow the game to work properly. If your not used to making adjustments to these types of settings, we suggest you contact the manufacturer of the Firewall or other blocking software and explain to them you need instructions on how to allow your on-line game to connect to its necessary servers.

First off for the uninitiated, what is a firewall, proxy, or blocking program?

Firewalls and proxies are software programs or pieces of hardware designed to protect your computer or network from internet intruders. Some examples are:
  • AOL Firewall
  • Norton Internet Security
  • Tiny Personal Firewall
  • Zonealarm
  • Sygate (proxy)
  • Wingate (proxy)
  • Internet Connection Sharing aka ICS - provided by Windows 98SE and higher (proxy)
  • Linksys Routers (hardware firewall)
  • D-Link Routers (hardware firewall)
  • Cisco Routers (hardware firewall)
  • ActiveArmor
Working Around a Firewall , Proxy, or Blocking Program:

If you are behind a firewall, proxy, or other blocking program and are capable or able to change or adjust it's settings, our games needs the following TCP ports open in order to connect to our servers:

Spades: spades.silvercrk.com and Port # 4000
Euchre: euchre.silvercrk.com and Port # 4001
Hearts: hearts.silvercrk.com and Port # 4002
Backgammon: backgammon.silvercrk.com and Port # 4004
University and Work Related Internet Connections : Universities and Work Locations usually protect their networks with firewalls. In most cases these cannot be opened by you, the end user. You will need to consult a technician at your University or Work Location to see if a workaround is possible.

We do not recommend disabling your firewall all together, but if you have no other choice and want to try this you can. If disabling the firewall doesn't work, consider this fact. Unfortunately, in some cases, firewalls/proxies cannot simply be disabled in order to allow you to use your Hardwood game. Sometimes disabling the firewall / proxy will not open the necessary ports. It will simply shut down the firewall/proxy and leave the ports closed.

PLEASE NOTE: This is a list of recommended ports to open to help facilitate a trouble free connection to our game servers. It does not necessarily mean that your particular firewall or blockage will be easy to configure. Please consult your firewall/proxy/blocking software manufacturer for specific and detailed instructions. In reality, getting our games to work on certain restrictive networks may be a little harder than opening these ports and could require the help of a trained network associate from your firewall/blocking software's support team.
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I want to be considered for a new League Room...
In order to be considered for a League Room on any of Silver Creek Entertainment's games, you must have and provide the following:
  • Your leagues web page and a working link to that page.
  • The persons name who is to be the Head Administrator. This needs to be their actual log-in name for our software.
  • At least 50 Members, registered on your web page, and actively ready to participate. The more new users you have, the better your chances of being selected to receive a room. (NOTE: That is new users to our game, and not users from another league or who have just not joined a league before.)
  • A link must be placed on your leagues web page for the Hardwood game you want the league for.
Please provide us with this information at support@silvercrk.com with as much detail as possible and we will consider your application.
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I just got a new email address, how do I update my username profiles with it?
To do this you need to log in with each character you need to update and click the "Profile" button under the characters portrait (the top left of the screen after you are logged into the lobby). Then click on the "Account" tab, update your email address, and then click on the "Submit Changes" button.
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How do I chat in an online game?
By far the easiest way to chat is to Press "enter". This will bring up a Chat balloon.
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What are chat Aliases or Binds?
They are shorthand commands so help you say things you say often without having to type it in each time. They are great for welcome messages, etc.

See: www.silvercrk.com/binds/
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How do I type colored text?
Check out these fan website to learn about how to do them:

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Troubleshooting

I just updated to Mac 10.5.2 and I can't play my game...
We encountered a problem with the current Mac upgrade and our games.

We made a little helper application that basically sets up a software mode enabling you to play.

Click on the link:
http://www5.silvercrk.com/download/SetSoftwareMode.zip

This creates a zip drive in your computer. There will be another icon (possibly overlapping on top of the zip icon). Double click that second icon. The zip automatically extracts the application. You will get a message that says something like "Do you watn to to set all games to software mode?" You will be prompted to respond by clicking on "Yes" or "Ok". This should make the changes necessary to allow game play.

Let us know if this does not work for you. We have a message out to Apple to see what has happened with their new upgrade.
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I can't hear any sound when playing...
If you have no sound or no music, please check the following first.

If your speakers have an "On and Off" button make sure your speakers are on. Also if they have a volume control knob or dial make sure it is turned to max so you will be sure to hear when you have fixed the problem. Next, in the task bar for windows on the lower right portion of your screen for most users, there should be a "Horn" icon that you can double click to open your sound options. Make sure none of your sounds are muted and that the volume is turned up to the desired level. Next you will want to run the game.

For most of our games you want to select the following options from the main menu. Press "Options" and then press "Audio". This should get you to the sound options. On the first screen you see, make sure that on the right top that "enable" is checked. It will be in between "Controls" and "Random". Next press the "Volume" tab on the top of the screen to get to the next set of options you want to check. Make sure that the volume settings are all turned up to the desired volume and that none of them have a check mark by "Mute". Also for "Effects" and "Music" make sure the "Enable" buttons are checked. Following these steps should fix your sound issue.

Some other things to check with regard to music specifically.

For problems playing the music, you can try the "Devices" tab in the same "Audio" menu mentioned above. The "Microsoft GS Wavetable Synth", when available, is a safe choice. There's also a check box to try using Microsoft's Direct Music, included in later versions of DirectX, for the music playback.

Sound in the game Requires Microsoft's DirectX. Unless you have an old Windows 95 based computer, you should have some version of DirectX installed. You can get the latest version from Windows Update or http://www.microsoft.com

Be sure you are current with Windows Update. In particular, early versions of Windows 98 have a serious problem with the Multimedia Timers that can affect the game. There may be some updated sound drivers for your computer available either through the computer's manufacturer or the sound card's manufacturer (with add-on cards), or Windows Update. This is especially important for problems with playback of the game's MIDI music.

If none of this works, while in the game, you can press CTRL-F8 to send us a report we can examine for clues regarding your problem.
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How do I fix random errors/crashes in the games?
Games can cause errors, crash, or just not run for a variety of different reasons. The first thing you should try is removing your game and then rebooting your computer. After the reboot, confirm that the game is removed and optionally also delete any additional game related folders on your hard drive. Then do a fresh installation of the game from our website.

If after doing a fresh install, the problem persists, you should verify that you do not have any virus's or other malicious type programs running on your computer. Having anti-virus software does not mean you absolutely do not have a virus. If you don't keep your pattern file up to date, or do not do regular system scans, it is possible to still become infected. Go ahead and and update your pattern file and do a full system scan do be sure. If it finds nothing, at the very least its useful information to know and is a good habit to do for your computer.

If the problem still persists, the next thing we should do is make sure your driver and system updates are current.

For Windows Users: Go to http://www.windowsupdate.com and get all drivers and critical updates that are available for your computer. After installing these updates, you will likely be asked to reboot your computer. Before we try and run the game again, if you have an after market video or sound card, please make sure and visit your card manufacturers website and download the latest drivers for it. After your all up to date, reboot and run the game again and see if that fixes your problem.

For Macintosh OS X Users: Updates are semi-automatic, but to manually check for software updates please do the following. Click on the "Apple" icon on the top left hand side of your desktop and choose the "Software Update" option. Follow Apple's update instructions to receive your updates. If you have an after market video card in your Apple PC, please contact your video card manufacturer from their website to check for any updates and the instructions to install them.

If after trying all of the previous troubleshooting options your game still does not function correctly, you most likely are having a problem beyond our ability to diagnose. This usually requires the assistance of a trained PC Technician. We do lastly offer a 30 day unconditional guarantee on all of our software products. You can email orders@silvercrk.com if you have exhausted your efforts and are interested in a refund.
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Sometimes my mouse cursor justs disappears...
This does happen from time to time on a few video cards.

One way to fix this is, to adjust the video acceleration down a notch. You will find that setting here... Start-> settings-> ControlPanel-> System-> Performance-> Graphics.

Another way it to use a different mouse cursor scheme, preferably "standard" or "none". You can do this in the mouse settings in the control panel. Start-> settings-> ControlPanel-> Mouse-> pointers.
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Online Ratings

How do the ratings work?
The basic idea is that the better place you get, the better it will be for your rating. And it's also important how you and the other players are rated before the game starts. You will earn more for besting a High rated player and conversely lose more to a lower rated player if you finish below them.

If all players are of equal rating you will more or less go up in rating if you are in 1st or 2nd and your rating will go down if you are in 3rd or 4th. The points you receive in the game are not used in calculating your rating just what place you earned in the game. (1st, 2nd. etc.)

Since most everyone players team (partner) games you are rated as a team loss or win. If you are on the losing team you will be compared to the members of the other team as losing to each the reverse is true if your team wins. In that case you would be rated as if you won against the individuals of the other team.
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What are the requirements to play a rated game? Why don't I get a rating!?
You 1st need to be in a rated room. Next, you have to have at least 3 human players from the start of the game.

Also, you have to play a game that's not using the shortest setting. For example you can play a 25 point standard game nor a 100 point spot heart game. They are just too short to show how good of a player you are and almost entirely luck.

If you aren't there from the very beginning of the game you won't be rated.
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Why did I just go down in rating? It looks like I should of went up!
If you have a higher rating than another player you are expected to win against that lower rated player. This may cause you to either not go up in rating or possibly down in rating.

So as a general rule, you better get 1st place or on the winning team if you have a really high ranking when playing a game against very low ranked players.
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Why did I just lose 150 points on my rating!
When you start out as a new player, you are in a provisional state. This is a very unstable time, it will fluctuate a lot until you get out of provisional status. It's just a placement phase, a way to quickly place you belong in the rating system, so don't worry if you drop 115 points, you might go up 150 next game.
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What happens when someone quits or disappears in a rated game?
1. To be considered a missing player the player has to have been the original player in that seat and made at least one move, cut deck, bid, or played a card.
2. Other players will always be rated against a missing player.
3. A Quitting player will always be rated if their seat lost.
4. A missing player in a winning seat (1st or 2nd in a 4 player individual game, 1st in 3 way) will be rated IF they played more then 3/4this of the game (based on number of hands dealt), and they were disconnected or kicked. A player that chooses to QUIT the game will NEVER receive a win, only a loss.

The rest of the players will play the replacement player and will receive credit as if you we're still playing.

Don't quit a game, it's really upsetting to the remaining players.
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If a player is kicked out of a game, for whatever reason, do they get an 'incomplete' for that game?
a. Yes
b. In essence, in rated games, if the player who starts the game isn't in the seat when the last card of the game is played, they get an incomplete. The exception: HW server updates or crashes do NOT count as incomplete
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If you are kicked from a game, do you automatically LOSE points?
a. Not necessarily. If you have played at least X of the hands, you'll still get the points if your seat wins, or you'll lose points if you lose. You will, however, receive an 'incomplete' each time you are kicked.

b. If you were kicked before playing 75% of the game, it will count as an incomplete, and you will NOT get points if the seat wins (but you WILL lose points if the seat loses).
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If a player is disconnected, and cannot get back before the game ends, is that an 'incomplete'?
Yes
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If a player is disconnected, and a sub joins in their spot, will the sub get an 'incomplete' when the player returns?
No
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If you are disconnected and can't get back to finish the game, do you always lose points?
a. Not necessarily. If you have played at least X of the hands, you'll still get the points if your seat wins, or you'll lose points if you lose.

b. If you were disconnected before playing 75% of the game, it will count as an incomplete, and you will NOT get points if the seat wins (but you WILL lose points if the seat loses).
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If a player leaves on the last hand, even if they are winning and the outcome is not in doubt, will they get an 'incomplete' and will they get points for 'winning'?
a. Yes, they will get an 'incomplete'.

b. They will NOT get points for winning (or 2nd), and if the seat finishes in a losing spot, they WILL lose points. You need to be IN the seat when the game ends to gain any points.
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If Hardwood's servers are being reset or if the system crashes while you are playing a game, will that game count as an 'incomplete'?
No
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In tourney games, if a player is late, and a sub is put in the player's spot (and leaves when the player arrives), does the sub receive an 'incomplete' for that game?
a. Yes, if the game is rated. The player who STARTS a rated game is the one who will get an 'incomplete' if they are not there when the game ends.

b. If the game is a rated one, the player's rating will also be negatively affected if the team loses, and will gain NO points if the team wins.

SUGGESTED SOLUTION: Do not start games with subs in the place of late players. Wait the full time for the player to arrive (and DQ if not there), then put a sub in the spot, so that the sub plays the entire game.
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In tourney games, if a game is started (cards have been cut and/or bids passed or made) and a Tourny Director discovers the wrong player is in a seat, what happens if that player leaves and the correct player takes the spot?
a. The player who 'leaves' gets a 'quit' on their record, if the game is 'rated'.

b. The player who leaves also will get negative points if the team loses (and will get no points if the team wins)

SUGGESTED SOLUTION: Ask all players to vote to 'abandon game', then reset it. Abandoned games are not counted as 'quits' and have no negative effect on the players' ratings.
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If a tourney game is started with the wrong settings, do players get a 'quit' if they all leave the game and reset it?
a. You don't get a 'quit' if ALL players leave, but it is still a better practice to 'abandon' games rather than quit -- that way all players can be sure it ended.
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How does the rating get calculated
Okay, I see you like the icky math stuff so here's a link to it... www.silvercrk.com/ratings/