Known Issues

In this section, you can find out about any known problems with the Adventure Games. We will try to provide help in resolving these issues within this section.

Installation freezes after setup is started

We are currently experiencing a technical issue which is causing the installation on some PCs to appear to freeze.

If you are affected by this problem, please do not close the installation window as set-up will resume after a 20 minute pause

This technical issue is currently being fixed and we will post an update as soon as possible. Sorry for any inconvenience caused.

When I try to play the game everything keeps spinning around. What can I do?

A few people have reported this issue but we have not been able to replicate the problem. It is possible it's caused by an input device (e.g. a trackball mouse, joypad or gamepad) that is not currently supported by the game.

If you do encounter this problem, we advise that quit the game, disconnect your input device and use a standard mouse. If you are having problems quitting the game and are using Windows, press and hold the Alt & F4 keys on your keyboard at the same time.

Unsupported Video Resolutions (PC Only)

f parts of the screen appear to be cut off, it may be that you are trying to play the game at a screen resolution not supported by your monitor.

If this is a problem:

1. Press Alt & F4 at the same time to quit the game.

2. From the Start Menu, select the Doctor Who - The Adventure Games menu item.

3. Then click on Doctor Who - The Adventure Games (Safe Mode). This will launch the Adventure Games in a low screen resolution.

4. Go to the Options section on the Main Menu and choose Display Settings.

5. From here you can choose a new screen resolution that is supported by your monitor.

I'm playing on a laptop and the sound is out of synch. Why is this?

If you're playing the Adventure Games on a laptop, and you are on battery power, you may have some issues e.g. you may have some stuttering and the sound may be out of synch.

To resolve these issues, please make sure your laptop is plugged into mains power.

The game just stops during the installation, or at the BBC Logo or at the end of an Act. What do I do?

Some security programs, firewalls or routers may block the Adventure Games from connecting to the Internet. When you install the game, this will cause the installation to 'hang' or seem to stop. During the game this will mean you always see the BBC logo screen, or the game will hang at the end of an Act.

The game connects to the internet in order to verify that you are in the UK or to send progress statistics back to the BBC server. Please note that no personal information is sent to the BBC.

Some firewall programs will ask you to confirm that you want to do this every time data is sent back - usually at the beginning or end of an act. This confirmation request usually appears in a pop-up which is hidden behind the game - though this will depend upon your firewall.

If you're on a PC:

If the game hangs at this point, press the Alt + TAB keys at the same time. This will minimise the game and return you to your desktop. You may see a firewall pop-up asking you to allow the DoctorWho_Pc.exe application to connect to the internet. To play the game without problem you need to confirm that you will allow access. To save you having to do this in the future, look for an option that allows the firewall to access the internet without asking for future confirmation.

It may be easier to quit out of the game and set up your firewall options within windows. Again the process for doing this will depend upon your firewall - but you need to allow 'C:\Program Files\Doctor Who - The Adventure Games\DoctorWho_Pc.exe' to always access the internet.

If you have difficulties with this process, please consult the website of your firewall provider.

Graphics and gameplay issues on Mac OS 10.4

We have investigated the issues with OSX 10.4 and the Adventure Games. Unfortunately there appears to be a conflict with the graphics drivers used by the OSX 10.4 Operating System which is beyond our control. We suggest that you consider upgrading your Operating System to OSX 10.5 or higher.

Graphics and gameplay issues on a Mac with a GMA950 Graphics Card

We have investigated the issues with the GMA950 graphics chip and the Adventure Games. We have made improvements to the graphical performance of the games with this chipset. If you do experience graphics issues, please make sure you update your game to the latest version.

If you restart the game and are connected to the internet, the game will automatically notify you if an updated version is available. If an update is available, we highly recommend you install that update before playing the game. You can find out more about updating your game.

When I try to install the game says I'm not connected to the Internet but I am

It is possible that if you have installed the game to a location different to the default installation path then you may receive the error message that you are not connected to the internet when in fact you are. We recommend that you re-install the game using the default settings. We will release a patch for this issue shortly.

When I try to play TARDIS the game crashes and produces a bug report

This is due to outdated graphics drivers on some PCs using specific Intel graphics chips (GMA 3100 or GMA 950). Unfortunately, Intel no longer support these graphics chips and are unlikely to provide driver updates in the future.

However, in the majority of cases, turning the game resolution down to 800x600 will allow the game to run without error but with reduced graphics quality.