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We would like to inform you that, due to our storage and CDN provider's outage, we are encountering technical issues that may cause difficulties in downloading and updating your games both through the GOG GALAXY client and GOG Store. Already downloaded files are in no way affected.

We are trying to mitigate this external problem by switching to our secondary storage while our provider is restoring data. We would also like to highlight that those issues do not affect purchasing games. Currently available discounts on selected titles will not be extended due to the above.

It is our team's top priority to resolve those issues and we aim to resolve them as fast as possible. Apologies for any inconveniences caused.
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MarkoH01: I just tried verify/install/installer download in Galaxy. Nothing happened at all (no matter the game).
Could someone please test this?
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Ice_Mage: I installed a game via GOG Galaxy a few hours ago.

Check file and folder permissions for C:\ProgramData\GOG.com\... An antivirus keeping a lock on files while GOG Galaxy needs to write to them could also be to blame.
Thank you. I reinstalled Galaxy and that fixed the issue.
Post edited July 25, 2023 by MarkoH01
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Braggadar: Normally I'd sympathise with people not affording/not having access to better connections (I don't have a great one myself). But if you're seriously needing a USB stick to play "the latest games", then just maybe you need to reevaluate your hobby. I can't imagine the hoops you're already jumping through to deal with Windows updates on a poor connection, let alone driver updates and then after that, games.
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mqstout: I went years (a long time!) with shit Internet at home. I'd download elsewhere, often at work or public, to take home on a thumb drive. It made me survive until I got real Internet available at my address. (i.e., After I moved.) But these type of connections only reinforced the strength and value of offline distribution rather than client-based solutions.
I lived in the country with some of the worse internet you can imagine. None of the big providers offered service near me. So we had to settle with local guy that provided internet. It was constantly dropping when to many people were using it. Terrible slow download speeds that would drive you crazy.

GOG offline installers really save my ass back then.
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chandra: Due to the lost data caused by our CDN storage provider's outage, and out games distribution system currently use our secondary storage. After investigating some performance and stability issues, we've deployed additional fixes that should have mitigated the occasional errors with offline installers that were still occurring.

That being said, until our provider brings back all of our storage data, which is aimed for Thursday morning (CEST), there still may be singular cases where downloads/updates are unsuccessful, slow downloads speeds are also to be expected in the nearest future. Please contact our Customer Support should you encounter such problems. We will keep you updated the moment I have new information on the matter.
A decently written and informative post, and with an ETA to boot......nicely done, GoG. +1
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Magnitus: When I try to file a support ticket now, I get directed to a thread that has a conversation from a previous ticket ongoing.
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Ice_Mage: Send an e-mail to either help (at) gog (dot) com or support (at) gog (dot) com
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Magnitus: I get a multiple-choice menus with no way out (all the options lead to a dead end). It keeps asking me for a diagnostics file (which might get generated if the game was running), but I can't even download the installer.
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Ice_Mage: DxDiag doesn't require any game being installed. Press Windows Logo + R, type dxdiag in the Run box, then press Enter. Wait for the progress bar to disappear in the DirectX Diagnostic Tool window, then press the Save All Information button.
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Magnitus: Maybe I could finagle my way into talking to someone by pretending that my problem is something completely different (something related to orders maybe). That seems counterproductive, but maybe I'll try that next time.
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Ice_Mage: Right from the start, say "other" which makes the chatbot ask what kind of problem you have. Click "Other" from the choices offered. It then prompts you for information to open a support ticket.
I am practically never using Windows to download my games, just play them (its an irony). I really treat my Windows machine as a glorified gaming box, good only for playing games.

Otherwise, duly noted for the other two points. That definitely will get me a whole lot less frustrated next time downloading some of my game installers systematically fail (I could be mistaken, but I have the vague intuition that my pleas to GOG to monitor its offline installers will fall on deaf ears).

Thanks for the pointers.

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Braggadar: Seriously. Watching movies on media and reading books might well be far better pastimes than digitally-released PC games.
Debatable. Reading a book will definitely develop your reading and visualization skills in a way the overwhelming of video games won't. Depending on what you are reading, you might also pickup invaluable bits of knowledge.

However, watching books and movies are passive activities while most games will engage you and develop hand/eye coordination, problem solving skills or both.

Overall, in terms of richness for the brain, I'd personally put most games behind a very useful book or video (that will improve your world knowledge), but ahead of books and movies that are for leisure.
Post edited July 25, 2023 by Magnitus
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Ice_Mage: Send an e-mail to either help (at) gog (dot) com or support (at) gog (dot) com

DxDiag doesn't require any game being installed. Press Windows Logo + R, type dxdiag in the Run box, then press Enter. Wait for the progress bar to disappear in the DirectX Diagnostic Tool window, then press the Save All Information button.

Right from the start, say "other" which makes the chatbot ask what kind of problem you have. Click "Other" from the choices offered. It then prompts you for information to open a support ticket.
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Magnitus: I am practically never using Windows to download my games, just play them (its an irony). I really treat my Windows machine as a glorified gaming box, good only for playing games.

Otherwise, duly noted for the other two points. That definitely will get me a whole lot less frustrated next time downloading some of my game installers systematically fail (I could be mistaken, but I have the vague intuition that my pleas to GOG to monitor its offline installers will fall on deaf ears).

Thanks for the pointers.
Do note that some offline installer links that have been broken for months are now suddenly downloadable (I found one such today). I'm guessing they moved to an older (better?) server until the CDN is fixed. I suggest you try the ones that were broken for you before Thursday (when they are due to return to the CDN).
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Syphon72: I lived in the country with some of the worse internet you can imagine. None of the big providers offered service near me. So we had to settle with local guy that provided internet. It was constantly dropping when to many people were using it. Terrible slow download speeds that would drive you crazy.

GOG offline installers really save my ass back then.
I'm not advocating dropping offline installers. In fact I still enjoy them for my current downloading speeds/habits and archiving is fairly simple. I just can't fathom that in this day and age someone asking to buy and have have shipped a usb stick with a game on it in the mail in order to play games.

I can fathom the ugliness of slow speeds. When my tiny shaped limit is reached it drops back to dial-up speed, which just makes modern websites time out (in other words it's useless - even some email providers time out). But the point stands that if your car can't drive at the speeds necessary for the highway, then you don't drive on the highway. Gaming and PC ownership has moved to large files and a reasonable internet speed to download them. If you can't achieve this, then it's time to look for alternative entertainment.
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Magnitus: I am practically never using Windows to download my games, just play them (its an irony).
DxDiag.txt is the file the chatbot asks for. You can create a dummy text file and try uploading that. It's been reported elsewhere that it doesn't actually accept text files, despite asking for one.
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Syphon72: I lived in the country with some of the worse internet you can imagine. None of the big providers offered service near me. So we had to settle with local guy that provided internet. It was constantly dropping when to many people were using it. Terrible slow download speeds that would drive you crazy.

GOG offline installers really save my ass back then.
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Braggadar: I'm not advocating dropping offline installers. In fact I still enjoy them for my current downloading speeds/habits and archiving is fairly simple. I just can't fathom that in this day and age someone asking to buy and have have shipped a usb stick with a game on it in the mail in order to play games.

I can fathom the ugliness of slow speeds. When my tiny shaped limit is reached it drops back to dial-up speed, which just makes modern websites time out (in other words it's useless - even some email providers time out). But the point stands that if your car can't drive at the speeds necessary for the highway, then you don't drive on the highway. Gaming and PC ownership has moved to large files and a reasonable internet speed to download them. If you can't achieve this, then it's time to look for alternative entertainment.
I know your not advocating fordropping offline installers. Just sharing my experience and I agree with you
Post edited July 25, 2023 by Syphon72
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Shmacky-McNuts: On a side note, I personally would still use this service as I have no means of internet over 2GB gaming at the moment. I could use public access....and thats not good for me.
As I have been mostly in rural Thailand for the past 4 weeks or so and still wanted to try some GOG games, Most of the time I have been restricted to a max 4Mbit/s mobile data connection which gets even much lower or even unusable in busy hours like around 3pm-9pm where all the people get to their homes from work and schools.

Downloading bigger games is a challenge with such a connection, but every now and then I get near to some free (or included with my SIM subscription) wifi hotspot which gives a nicer 20-40 Mbit/s speed for downloads. So I have used those opportunities to download some installer files faster to install it later.

For instance, I was a driver to a doctor checkup and needed to wait at the hospital for a couple of hours here. I noticed they had a speedy wifi hotspot at the hospital area that I could use for free because it was my operator, so I used that time to download Shadow Warrior 3 offline installer files to my phone (using the Chrome browser on my phone), around 23GB of files. Then back at the motel I moved the installer files with an USB cable to my laptop and installed the game.
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GOG.com: We would like to inform you that, due to our storage and CDN provider's outage, we are encountering technical issues that may cause difficulties in downloading and updating your games both through the GOG GALAXY client and GOG Store. Already downloaded files are in no way affected.

We are trying to mitigate this external problem by switching to our secondary storage while our provider is restoring data. We would also like to highlight that those issues do not affect purchasing games. Currently available discounts on selected titles will not be extended due to the above.

It is our team's top priority to resolve those issues and we aim to resolve them as fast as possible. Apologies for any inconveniences caused.
I strongly urge you to suspend sales until this issue is resolved. I purchased a game, and could not access it since could not download it.

I have requested a refund, and of course will take up to 30 days for this to go through. I did not want a refund to gog wallet since why? Can't download games I purchase.

I value the service you provide, but it is misleading to not let costumers know when purchasing games that they will not have access to it for iindeterminate amount of time.
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GOG.com: We would like to inform you that, due to our storage and CDN provider's outage, we are encountering technical issues that may cause difficulties in downloading and updating your games both through the GOG GALAXY client and GOG Store. Already downloaded files are in no way affected.

We are trying to mitigate this external problem by switching to our secondary storage while our provider is restoring data. We would also like to highlight that those issues do not affect purchasing games. Currently available discounts on selected titles will not be extended due to the above.

It is our team's top priority to resolve those issues and we aim to resolve them as fast as possible. Apologies for any inconveniences caused.
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Asileth: I strongly urge you to suspend sales until this issue is resolved. I purchased a game, and could not access it since could not download it.

I have requested a refund, and of course will take up to 30 days for this to go through. I did not want a refund to gog wallet since why? Can't download games I purchase.

I value the service you provide, but it is misleading to not let costumers know when purchasing games that they will not have access to it for iindeterminate amount of time.
That is a huge overexaggeration. Have you actually tried downloading some games just before you posted this message? Currently using GOGRepo myself to backup my entire GOG library and since later yesterday, every single file of my 119 games are available again (earlier yesterday only a few files of two of my games were unavailable). If there is still a failure rate, by now it probably is extreeeemely low.

Edit: so yeah, all files have been available since the "later yesterday" mentioned originally!!! Edited my original message to better reflect this, but please read better....
Post edited July 25, 2023 by mrtnptrs
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Asileth: I strongly urge you to suspend sales until this issue is resolved. I purchased a game, and could not access it since could not download it.
Since it works again since yesterday evening, this is kinda obsolete now.
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Asileth: I strongly urge you to suspend sales until this issue is resolved. I purchased a game, and could not access it since could not download it.

I have requested a refund, and of course will take up to 30 days for this to go through. I did not want a refund to gog wallet since why? Can't download games I purchase.

I value the service you provide, but it is misleading to not let costumers know when purchasing games that they will not have access to it for iindeterminate amount of time.
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mrtnptrs: That is a huge overexaggeration. Have you actually tried downloading some games just before you posted this message? Currently using GOGRepo myself to backup my entire GOG library and since later yesterday, every single file of my 119 games are available again with earlier that day only a few files of two of my games still having been unavailable. If there is still a failure rate, by now it probably is extreeeemely low.
Great! I'm glad it is working for you!
It's not working for me (And yes MRTNPTRS I did purchase and try to install, all night - a game purchased from here and no it's not my computer because guess what, worked fine with Steam!!!)

SO YES - paying $60 for a game that is not available because of a known issue does bother me. I would have appreciated a warning that there is a known issue BEFORE purchasing.

I'm glad 117 of your library works! Sorry about the 2 that aren't.
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mrtnptrs: That is a huge overexaggeration. Have you actually tried downloading some games just before you posted this message? Currently using GOGRepo myself to backup my entire GOG library and since later yesterday, every single file of my 119 games are available again with earlier that day only a few files of two of my games still having been unavailable. If there is still a failure rate, by now it probably is extreeeemely low.
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Asileth: Great! I'm glad it is working for you!
It's not working for me (And yes MRTNPTRS I did purchase and try to install, all night - a game purchased from here and no it's not my computer because guess what, worked fine with Steam!!!)

SO YES - paying $60 for a game that is not available because of a known issue does bother me. I would have appreciated a warning that there is a known issue BEFORE purchasing.

I'm glad 117 of your library works! Sorry about the 2 that aren't.
Except for your tried 1 game (already said, there could still be a failure rate, but extremely low now likely), do other games in your library download fine? One game not downloading doesn't neccessarily mean you "Can't download [all] games I purchase." Also, read my message again, earlier yesterday two games couldn't be fully downloaded, but later that day, yesterday thus, they all were available for download again. For me at least all issues have been resolved.
Post edited July 25, 2023 by mrtnptrs
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Syphon72: I know your not advocating fordropping offline installers. Just sharing my experience and I agree with you
My bad. Sort of misread your point a little *thumbs up*.