Steam has run out of keys

Coopz · January 31, 2012

I bought this sim yesterday on special but it will not run as Steam have no more tickets left, can the devs resolve this?

thanks

EtherealN · January 31, 2012

By "this sim", which one do you mean? There are currently two ED products for sale through Steam - Black Shark and A-10C. The former uses Steam DRM, so if the problem relates to Black Shark, I believe you have to contact Valve support.

If it is A-10C, I'm sure it will get handled ASAP.

Coopz · January 31, 2012

Sorry it was the Black shark sim, wasn't sure if it was a Valve issue.

EtherealN · January 31, 2012

Black shark steam version doesn't provide cd key as far as I know.

It doesn't provide a starforce key. However, I don't know how Steam DRM handles things. There might be a key-system involved, but with it being handled behind the scenes such that you never really see it - until something doesn't work as it should. If so, it probably is very hidden (I don't see a "key" linked to my Shogun 2 which uses Steam DRM).

crossbowman5 · February 1, 2012

I'll post what I know about this. Steam uses a couple types of CD keys/DRM. One way is what EtherealN saw on Shogun, which is when a dev company dumps a mostly unmodified copy of their game on Steam and gives the user a CD key to activate with the dev companies custom CD key activation system. Another example of this would be A-10C with the Starforce system.

Other times a developer will use components of Steam's DRM system, which is believed to allow dev companies to use several different systems, one of which involves a 'hidden' steam CD key. The user should never see it, it is assigned to your Steam account automatically when you first run the game. It automatically activates and unlocks your game right afterwards. It would seem here that Black Shark on Steam uses this system, and had a preexisting pool of keys that ran out during the sale. I believe that whoever at Eagle Dynamics has access to your companies Steam vendor backend (Or whatever fancy name they've given it) has to add more keys through whatever system was setup when the game was first put on steam. Alternatively bug your Steam account manager (The person you contacted when you decided to have your game listed on steam). I'd provide more info if I had it, but Steam forces all devs to obey a pretty strict NDA.

Also, quite a few people are posting on the Steam forum about this. LINK Some are saying they're going for refunds.

TL;DR, bug your business/administration people please.

Also, as a side note, you guys might want to take a look at your activation email template. A message with 'action required' in it from a Russian domain will set off pretty much every spam filter known to man. XD

EDIT: Full disclosure, I bought the game during the Steam daily sale and am also waiting on a key. Would buy Black Shark 2 also, but I can't use it until I can get BS 1 activated, so...

Also, quote from Steam support page on this topic.

If the game is a recent release, or was purchased during a sale
While we do our best to anticipate demand from our users, occasionally we may run out of keys to provide for your purchase. When we are out of keys, this error will appear. You will be issued a key as soon as we have been given more by the game's publisher.

Edited February 1, 2012 by crossbowman5

EtherealN · February 1, 2012

Thanks for the insight Crossbowman, I'll see if I can find the right man to poke about this. (At least to confirm what's actually going on and whether ED is able to do anything.)

Thanks for being patient and giving information even though this is understandably a frustrating experience.

Spadje · February 2, 2012

So who is at fault then? I was looking forward to playing this after purchasing it while I was away and now when I get home it doesnt work....

Wags · February 2, 2012

We just learned about this last night from Steam. New keys were provided to Steam today.

crossbowman5 · February 2, 2012

Thanks. It's still dead for me, but hopefully Steam will do whatever they need to do to get the keys you sent working soon. The fact that it took them 2 days just to notify you guys that there was a problem doesn't give me much hope though. :/

znyp · February 2, 2012

Yeah, I've been sitting dead in the water since I bought this game.. Valve support is unresponsive. Next ticket in is gonna be demanding a refund.

This whole thing is kinda silly.

SVgamer72 · February 2, 2012

I opened a support ticket days ago, and received no response from Steam.

I opened a support ticket asking for a refund yesterday, and still no response from Steam.

I also opened a ticket with ED to refund the BS2 upgrade I purchased to use with BS1 from Steam so that I can order the full version. I have had no response from them either.

I am really disappointed. I buy almost all my games from Steam, because it is convenient and I don't have to track keys/codes and download sites from several different sources. Based on my current experience, I am seriously rethinking my decision to buy Black Shark, and I am losing interest in other DCS products as well.

UPDATE: Steam just refunded my purchase of DCS:BS1.

So now I have an upgrade copy I cannot use, but at least it is progress. I am going to go ahead and buy the full version of BS2 from DCS and hope for a refund on the upgrade.

Edited February 2, 2012 by SVgamer72

znyp · February 3, 2012

I opened a support ticket days ago, and received no response from Steam.

I opened a support ticket asking for a refund yesterday, and still no response from Steam.

I also opened a ticket with ED to refund the BS2 upgrade I purchased to use with BS1 from Steam so that I can order the full version. I have had no response from them either.

I am really disappointed. I buy almost all my games from Steam, because it is convenient and I don't have to track keys/codes and download sites from several different sources. Based on my current experience, I am seriously rethinking my decision to buy Black Shark, and I am losing interest in other DCS products as well.

UPDATE: Steam just refunded my purchase of DCS:BS1.

So now I have an upgrade copy I cannot use, but at least it is progress. I am going to go ahead and buy the full version of BS2 from DCS and hope for a refund on the upgrade.

Yeah I also sendt in a ticket for refund through valve. Bought BS2 through ED and crashed terribly in my maiden flight 2 hours later :)

Now if I only could get my X52 back from my friend :)

crossbowman5 · February 3, 2012

Alright, it's been 6 days now. This is nuts. Is there any way we can get a copy of the game through your web site (With proof of steam purchase) while we wait for steam to respond, or are we stuck waiting on whoever screwed up? I'd rather not have to fight for a refund.

159th_Viper · February 3, 2012

Alright, it's been 6 days now. This is nuts. Is there any way we can get a copy of the game through your web site (With proof of steam purchase)...........

You'd be best advised to submit a DCS Support ticket for a definitive answer.

VO101_Tom · February 3, 2012

I opened a support ticket days ago, and received no response from Steam.

I opened a support ticket asking for a refund yesterday, and still no response from Steam.

I also opened a ticket with ED to refund the BS2 upgrade I purchased to use with BS1 from Steam so that I can order the full version. I have had no response from them either.

I am really disappointed. I buy almost all my games from Steam, because it is convenient and I don't have to track keys/codes and download sites from several different sources. Based on my current experience, I am seriously rethinking my decision to buy Black Shark, and I am losing interest in other DCS products as well.

UPDATE: Steam just refunded my purchase of DCS:BS1.

So now I have an upgrade copy I cannot use, but at least it is progress. I am going to go ahead and buy the full version of BS2 from DCS and hope for a refund on the upgrade.

This is possible? Asking refound from Steam? How?

Sure, it sounds reasonable, but I read everywhere that the Steam never give any money back.

My patience is over, give back the money and forget each other.

SVgamer72 · February 3, 2012

This is possible? Asking refound from Steam? How?
Sure, it sounds reasonable, but I read everywhere that the Steam never give any money back.
My patience is over, give back the money and forget each other.

1. Go to this link: https://support.steampowered.com/newticket.php

2. Fill in the details on the right side. (You will have to use "game not listed", because DCS:BS isn't in the game list)

3. Send a message similar to what I sent:

I would like a full refund on order confirmation number 10101xxxxxxxxxxxxxxxxx.

The product "Digital Combat Series: Black Shark" is defective and will not install properly due to a key server error. I am not the only user experiencing this issue. There is a thread on the community forums.

Thank you in advance for refunding my money. Please add the refund to my Steam wallet.

Thank you

SVgamer72 · February 3, 2012

You'd be best advised to submit a DCS Support ticket for a definitive answer.

I have tickets opened with DCS since 1/31, and they have been completely ignored.

Don't expect a "definitive answer".

At this point I am eating the cost of an upgrade I can't install on top of purchasing the full version of BS2 from DCS. I am a customer, but not a happy one.

VO101_Tom · February 3, 2012

1. Go to this link: https://support.steampowered.com/newticket.php

2. Fill in the details on the right side. (You will have to use "game not listed", because DCS:BS isn't in the game list)

3. Send a message similar to what I sent:

Thx.

EtherealN · February 3, 2012

I have tickets opened with DCS since 1/31, and they have been completely ignored.

Don't expect a "definitive answer".

At this point I am eating the cost of an upgrade I can't install on top of purchasing the full version of BS2 from DCS. I am a customer, but not a happy one.

There is a difference between being one of very many that have entered tickets, and being "ignored". Rest assured that ED support staff do not ignore tickets as long as the issue is made clear in the body of text.

znyp · February 6, 2012

I got my money back from Steam also. Hopefully somebody will take this incident into consideration the next time they put on a sale :)

SVgamer72 · February 6, 2012

There is a difference between being one of very many that have entered tickets, and being "ignored". Rest assured that ED support staff do not ignore tickets as long as the issue is made clear in the body of text.

My ticket (10761) has been open since 2/3/2012. I really don't think it is that hard to read. I am fairly articulate. :smartass:

I am resigned to the fact that support on this matter just isn't going to happen, and I am going to pay it forward by gifting the upgrade I can't use.

I appreciate the work you and others put in. BS2 is phenomenal, and I am kicking myself for not getting it sooner. :joystick::pilotfly:

Cheers

Pyroflash · February 6, 2012

You may be of the assumption that you are one of less than 50 people with open tickets. You may also be under the assumption that ED has a fully staffed technical support team that does nothing other than sit and read support tickets.

In the first case, you are probably wrong. In the second point, well I'll just say from my experience with customer support, the only responses I have ever gotten have been from the same person, and never in the same week that I have sent them. Rest assured however, that although it may take some time, the support staff will answer your questions in a helpful manner.

I wouldn't hold your breath about it though, it took one of my tickets a little more than a month to receive a response. Your best bet it to have patience and relax, maybe drink a beer or two, and in the mean time, go and plug some capitalist pigs with a few 30mm's.

Edited February 6, 2012 by Pyroflash

EtherealN · February 8, 2012

As far as I can see, the keys should now be distributed by Steam. If it still gives the error, please re-start Steam and try again.

MemphisBelle · February 20, 2012

[...]ED support staff do not ignore tickets as long as the issue is made clear in the body of text.

hmmm so, does it mean that ED will ignore support tickets only if they can´t read them?

EtherealN · February 20, 2012

No, but obviously they cannot take any other action with it than to ask for clarification.

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