Pando Game Downloader Help

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Our Game publisher customers use Pando's Game Downloader that is powered by Pando Media Booster (PMB or PMB.exe) to download the game installer. When you use the Game Downloader, you install Pando Media Booster and participate in a secure, closed peer-to-peer network where you receive pieces of the download package from a Content Delivery Network (CDN) as well as other active users (peers). In addition, you send pieces of the download package installer to other peers participating in the secure peer-to-peer network. No other files can be shared on your computer via Pando Media Booster and your computer is never used as a relay nor for transient storage of content you did not wish to download. More information about Pando Media Booster and how to manage it can be found at http://www.pandomediabooster.com/pmb-faq

A list of common issues and solutions is available below.

If the issue you are running into isn't listed below or you need further help please use this form to contact us.

"Pando Media Booster cannot be started."

Pando Media Booster might not be installed properly. Follow these steps to re-install and try running the downloader again:

Go to Start -> Control Panel -> Add or Remove Programs
Select Pando Media Booster from the list of programs and click "Remove"
When the system asks if you are sure if you'd like to remove Pando Media Booster, click 'Yes'.
Once Pando Media Booster is removed you will see a prompt indicating the process was completed successfully. Click "OK".
You may be asked to reboot the machine to complete the process. If that happens, shut-down and restart windows before you proceed to the next step of installation.
Download and run the latest version of PMB here
Run the game downloader again.

If the problem persists please send us your system logs. This information will help us determine what may be causing issues on your machine.

"Your system is currently not allowing access to our servers" or "Pando Media Booster cannot connect to the network."

Shutting down Pando Media Booster then running the downloader again may solve this problem.

To do that:

Go to Start -> Control Panel
If you are using Windows 7 or Vista, click on Network and Internet Connections
Double Click on Pando Media Booster
Click the "Shut Down" button
Run the downloader again

If this does not work, the error might be caused by your firewall. Pando Media Booster uses standard ports for communication that are open by default with the majority of firewalls in order to allow users to browse the web. However you may need to add the Pando Media Booster application (PMB.exe) to an "allowed application" list if you see these messages.

Please review the Firewall Configuration help section of our site containing configuration information for major Firewall software. Note that simply turning off your firewall may not clear up the problem. We have seen some firewall software still block access even when they are turned "off".

If the problem persists please check your connectivity with our servers as follows:

Go to Start -> Control Panel
If you are using Windows 7 or Vista, click on Network and Internet Connections
Double click the Pando Media Booster icon
Select “Advanced Connection Settings”
Click on “Test my connection”
You should see the following prompt if your connection to our servers is working properly:

If the test fails, try to load the following test URL’s in your web browser and send us the error message you are seeing (using the form on this page):

If this test succeeds and you are still getting the connection error message, you should check whether the date and time are set correctly on your machine.

Note to Google Web Accelerator users: Google Web Accelerator may prevent PMB from successfully connecting to our servers. Google have discontinued this product. To read more about how to turn off or uninstall this application please visit: http://webaccelerator.google.com/support.html

If none of the steps above resolve the issue for you, please send us your System Logs.

"A newer version is already installed."

This error typically occurs when a previous uninstall process for Pando Media Booster did not complete successfully.
Try running the downloader in "safe mode" as follows:

Locate the path to the downloader (for example c:\users\\Downloads)
Hit the "Start" menu -> select "Run" and type "cmd" (vista users, enter "cmd" in the search entry box)
A command line window should open up
Run the downloader .exe with the addition of the --safe flag for example: c:\users\my_user\Downloads\GameDownloader.exe --safe

Alternatively, you can follow the instructions on how to clean old installation of PMB from the registry to fix this issue.

If the problem persists please send us your system logs. This information will help us determine what may be causing issues on your machine.

"Error creating installation directory."

This error means that the installer for Pando Media Booster failed to create the installation folder on your machine.
You should check that you have permissions to create new files in the the Program Files folder. If you do not have these permissions, please contact your System Administrator to get the proper permissions set up.
please send us your system logs. This information will help us determine what may be causing issues on your machine.

"The content has expired."

This error means that the game publisher has deployed a newer version of the downloader on their website. You should visit the website of the game and retrieve a new installer.

"Previous download cannot be resumed, the download files are missing. Restarting the download."

This error means that the downloader cannot find the partially downloaded file from a previous attempt to download the same file. Since it cannot resume the download, the only option is to restart the download from the beginning. If you experience this issue more than once for the same download, please send us your system logs. This information will help us determine what may be causing issues on your machine.

I need to reboot my machine. Will I be able to resume the download after reboot?

Sure, simply close the downloader via the X button on the top right corner. You'll see a prompt asking you if you would like to resume later. click "yes". A shortcut will be added to your desktop to allow you to easily resume the download after you reboot your machine.

If you need further assistance contact us using this form or send an email to downloader@pandonetworks.com