Frequently Asked Questions

Trouble With Downloading / Opening Files

Troubleshooting for Special Viewer and User Authorization

Troubleshooting for Older Software Protection

Q.I can't open or view the downloaded contents.

All products available at DLsite.com are compressed in ZIP format.
To open or view a downloaded file, you need to extract (unpack) it with a decompression tool.
We recommend free software Lhasa, when you have problem with other tools such as Winzip and WinRAR.

If the product you have purchased is "Doujinshi" (indie comics) in PDF format or requires the special viewer, special software (free) may be required. For more details, please refer to [ Necessary Tools ].

Although Windows can display and execute files without decompression, this is not recommended. In order for your product to function correctly, please unpack all files.

Some files, especially application files (i.e. "XXX.exe"), may require the installation of the Japanese language pack. For more details, please refer to [ How can I install the Japanese language pack? ].

Can't open or view CG image data

  • Please refer to the above.
  • If a CG image collection displays broken content (such as "x" icons instead of images) or is not associated with any program, it may be that the files have not been unpacked.

Can't open or view Flash data

  • Please refer to the above.
  • If opening a Shockwave Flash (SWF) file produces a file error, please right-click the file and select "Open with" from the menu, then select "Internet Explorer".
  • If a yellow pop-up bar appears in Internet Explorer when you try to open or view the file, click on the bar, then click "Allow blocked content".

Some files also have a specific folder hierarchy. When you have a problem opening a file, please confirm that all files are installed properly and saved to the local hard drive (e.g. C:).

Q.An error occurs when extracting the file. (corrupted file, split files, etc.)

Corrupted File or CRC Error
DLsite.com confirms the validity of all uploaded files to the server by performing independent downloads,
incomplete or corrupt data tests, software function tests, and other safety checks.

If a downloaded file is corrupted, possible causes are:

  • unnecessary data was downloaded with the file.
  • an incomplete download due to a temporary server error.
  • incompatibility with certain security software.
  • incompatibility with certain decompression software.
Regarding security software, we have confirmed that anti-virus tools such as Avast! and Norton sometimes affect the download process of the file. Please disable this software temporarily and try again.

Depending on your Internet server settings, once a file is incomplete or corrupted, it may stay in this state no matter how many times you try to download and replace it. If this is the case, please [ Contact Us ] for assistance.

Error during the Extraction of Split Files
If you get an error that says "next volume is required," some required files may be missing. If this error occurs, please make sure of the following points:

  • Downloaded all files
  • Saved all of the files in the same folder
  • Not renamed any of the downloaded files
  • Executing the [ work number.part1.exe ] file. (You cannot extract files by running other files such as [ work number.part2.rar ] file.)
  • Files are saved on the local disk drive (The file may fail to extract if the files are in other location such as external storage media.)

Also, if you get an error that says "some installation files are corrupt," the file may be corrupted. In such a case, please refer to [ Corrupted File or CRC Error ] on the above.

Write Error
If you have double-clicked the file several times, there may be multiple write processes conflicting with the extraction. Please resolve all processes and try again.
If you are trying to extract (unpack) to a non-hard drive location such as external storage media, please change the location to the local disk drive (such as C:).

Q.A virus has been detected.

Regarding security software, we have confirmed that anti-virus tools, especially the ones
that are provided for free, sometimes affect the download process of the file, such as
a warning appears during the download and the download is canceled.

One possible cause is the size of the file is too large to process the scan in real time.
Please turn off your software's real-time scan function temporarily when downloading the file.
After the download is complete, turn on your anti-virus software again and make sure that the file contains no virus.

Regarding Japanese fonts, we have confirmed that anti-virus tools sometimes falsely recognize text information as a security threat.

DLsite.com carefully checks its products using the latest versions of all available anti-virus tools.
Please rest assured and make use of our website with a sense of security.

Q.I have not received the purchase confirmation mail. (Guest user)

When you make a purchase as guest user, we send the confirmation mail immediately.
If you don't see a confirmation mail in your inbox, please check your spam folder as well.

If you don't receive a mail from us, a delay may have occured or the massage was
undelivered by some reason. If this is the case, you can request a reissue on your own from
[ Resend purchase confirmation email ].

Please note that if a temporary communication error occurs in a payment by PayPal and your purchase has not finished correctly,
it may take up to 2 to 3 hours before we can confirm the payment on our end to send you a cinfirmation email.
If you still do not receive a confirmation email within one business day, please take time to [ Contact Us ] for assistance.

Please note that we do not send a confirmation mail to purchases as member.
Please check your download history from [ My Page ].

Q.I am using Windows Vista/7/8/10. Does it cause any problem for items that do not have these platforms listed on Product Details page?

Please refer to "Platforms" on each product information page to find out which operating systems are fully supported.
If "Windows 8" or "Windows 10" are not listed, the product is not yet confirmed to work on those systems.

DLsite.com staff and circle staff try to regularly confirm and update this information.
However, many products are compatible with Windows Vista/7/8/10 even if they are not yet confirmed.
You may check for compatibility via trial version (if available), or email us through [ Contact Us ].

DLsite.com is currently completing the Windows Vista/7/8 version of its copy-control system.
(Caution: Vista 64-bit is not supported for the products copy-controlled with user authorization.)

Q.An error occurs when I enter my email address and/or password. (Guest user)

The email address and password fields are case sensitive.
Please ensure that you enter the information exactly the way you registered when purchasing.

Q.I purchased a product by mistake.

We are currently unable to refund or exchange any purchase, regardless of circumstance, due to the protocols of downloadable content delivery.
Please take care when confirming a purchase that it is for the specific product you want and it is compatible with your PC/Mac.

Q.I need help with the contents in the downloaded product.

DLsite.com provides product support from purchase to download and file extraction.
If you have further questions or need support after this stage, please contact the circle directly.

DLsite.com cannot answer questions regarding product details.
For gameplay techniques, etc., please discuss with other users on our official SNS pages.

If you have trouble understanding the contact details of a circle, please email us through [ Contact Us ].

Q.How can I install the Japanese language pack?

If an error occurs when you click the application file (i.e. "XXX.exe"), or if the text appears to be garbled or displayed as question marks, you may need to install the Japanese language pack.
Games programmed in Japanese may contain 2-byte Japanese characters which are machine-dependent.
They may prevent you from displaying the product correctly, or starting the product file or cause errors while viewing. Please do the following:

  1. Delete the product file from your PC if it was downloaded and extracted.
  2. According to your OS, complete the change to Regional and Language Options (see the following table).
  3. You need to download the file once again with the new language settings.
    Download the product again from DLsite.com, extract it then open the application file on your computer.

Windows 8.1/
Windows 10

  1. Press the Windows key + X to show the menu. Click on [ Control Panel ].
  2. Click on [ Clock, Language, and Region ], then on [ Change location ] under [ Region ].
  3. Click the [ Change system locale... ] button in the [ Adminstrative ] tab (rightmost tab).
  4. On [ Region Settings ] window, click the drop-down list for Current system locale.
  5. Find and select [ Japanese (Japan) ].
  6. Click [ OK ] and confirm changes. Restart PC so that the update takes effect.

If Japanese was not in the drop-down list, please follow these instructions:

  1. Press the Windows key + X to show the menu. Click on [ Control Panel ].
  2. Click on [ Add a language ] under [ Clock, Language, and Region ].
  3. Click on [ Add a Language ] on the [ Language ] window.
  4. Find and click on [ Japanese ] in the list.
  5. On the [ Language ] window, click on the [ Options ] button to download and install the Japanese language pack.

Windows 8

  1. Press the Windows key + C, and click on [ Settings ].
  2. Select [ Change PC settings ] (on the bottom).
  3. On the [ General ] tab, click on [ Language Preferences ] in Languages.
  4. Click on [ Add Language ].
  5. Select [ Japanese ] from the list, add and confirm. Japanese appears in your language list.
  6. To the right of Japanese, find [ Option ] link. Click on [ Download and install the language pack ].

Then, on the same [ Language ] window, find [ Location ] link on the lower-left corner. Click on it to show the [ Region ] window. Please do the following to change the system locale of your PC:

  1. Click on [ Adminstrative ] tab.
  2. Click the [ Change system locale... ] button.
  3. Click the drop-down list to select [ Japanese (Japan) ].
  4. Click [ OK ] and confirm changes. Restart PC so that the update takes effect.

Windows Vista /
Windows 7

  1. Click on [ Start ] then [ Control Panel ].
  2. Click on [ Clock, Language, and Region ], then on [ Regional and Language Options ].
  3. Click the [ Change system locale... ] button in the [ Adminstrative ] tab (rightmost tab).
  4. On [ Region and Language Settings ] window, click the drop-down list for Current system locale.
  5. Find and select [ Japanese (Japan) ].
  6. Click [ OK ] and confirm changes. Restart PC so that the update takes effect.

If Japanese was not in the drop-down list, please follow these instructions:

  1. Click on [ Start ] then [ Control Panel ].
  2. Find [ Windows Update ] and select [ Check for Updates ].
  3. Find [ Japanese Language Pack ] in available optional updates.
  4. Install the language pack. Log off Windows then log on again so that the update takes effect.

Windows XP

  1. Click on [ Start ], [ Settings ] then [ Control Panel ].
  2. Click on [ Language, and Regional Options ].
  3. Click the [ Regional Option ] tab, and then select [ Japanese ] from the drop-down menu to install.
  4. Click Advanced tab, and then select Japanese from the drop-down menu.
  5. Click [ OK ] and confirm changes. Restart PC so that the update takes effect.

Check all Japanese-related codes on the [ Advanced ] tab in [ Language, and Regional Options ], or those may not be default on your OS. The main codes for Japanese is as following:

  • MAC - Japanese
  • Japanese Katakana Extended
  • JIS X 0208-1990&0212-1990

Windows 2000

  1. Click on [ Start ], [ Settings ] then [ Control Panel ].
  2. Click on [ Regional Options ].
  3. Click on the [ General ] tab, then check the box of [ Japanese ] in [ Language settings for the system ].
  4. Make sure that your language is set to default, then click [ OK ].
  5. A prompt appears asking to insert the Windows 2000 CD.
  6. Insert the CD and click [ OK ].
  7. When the installation is complete, a prompt appears requesting to restart PC. Click [ OK ].

Q.About the [ Smartphone ] icon

The Smartphone icon is displayed on products limited to smartphones only.
If an item is marked with this icon, it can be viewed only on smartphones. Please take note that you cannot view the item on your PC.

Q."RGSS103J.dll or RGSS202J.dll could not be found"

If "RGSS103J.dll could not be found" or "RGSS202J.dll could not be found" message is shown when you try to start a game, you need to install a runtime package to execute it.

RGSS103J.dll could not be found
The product is created with RPG Tkool XP, a free tool to create a game. You need to install RPG Tkool XP RTP.
Download [ RPG Tkool XP RTP ] (external webpage)

RGSS202J.dll could not be found
The product is created with RPG Tkool VX, a free tool to create a game. You need to install RPG Tkool VX RTP.
Download [ RPG Tkool VX RTP ] (external webpage)

Please download and install the program from the above links and try again.

Q."d3dx9_XX.dll is missing"

If "d3dx9_XX.dll is missing" message is shown when you try to start a game, you need to install a runtime package to execute it.

The product is created with DirectX, a platform offered by Microsoft. Please download and install the program from the following link and try again.
Download [ DirectX End-User Runtime (Microsoft) ]

Q.The game does not start or the game screen closes immediately.

If "DirectX 9.0c or greater" is marked in the "Operational Requirements" section on the product details page, please make sure you have DirectX 9.0c installed on your PC. Even if you have DirectX 10 or greater installed, you may still need to install the components of DirectX 9.0c to start the game.

Please download and install the program from the following link and try again.
Download [ DirectX End-User Runtime (Microsoft) ]

Q."Windows protected your PC"

The Windows SmartScreen feature may be blocking the execution of the product. Please click on the [ More info ] link and select the [ Run Anyway ] button.

You may also want to disable SmartScreen Filter protection.

  1. Open [ Control Panel ].
  2. Select [ System and Security ].
  3. Select [ Action Center ].
  4. On the Action Center windows that opens, select [ Change SmartScreen Settings ] on the left.
  5. The [ Windows SmartScreen ] window will open. Select [ Turn off Windows SmartScreen ] and click [ OK ].

Q.I cannot play a movie (the screen remains dark)

You may need to install codecs. Please try installing the [ Codec Pack ] and try again.
* The CCCP (Combined Community Codec Pack) supports major video formats such as MP4, MPEG, MPEG-2 and DivX.

Q.Troubleshooting for Special Viewer and User Authorization

Here you may find troubleshooting information about viewing products which require the special viewer and user authorization. Please check if the error you are experiencing is listed in the following.

Error message [ Error code ] Troubleshooting

Could not open "(file name)" because it is either not a supported file type or because the file has been corrupted (for example, it was sent as an email attachment and wasn't correctly decoded).

Certain necessary software is not installed correctly or it is not associated with the file extension of the product.

If you get this kind of error, please right-click on the file (i.e. XXX.cpd or XXX.dlst) and choose "Open with", then select the name of the necessary software as applicable.

If you do not find the name of the corresponding software, the software may have failed to install correctly. Please check [ Necessary Software ] and try installing again.

* In the case of CypherGuard for PDF, CypherGuard for Movie (Cypher Player) and DLsite Viewer, icons will be created on your desktop when successful.

Error while connecting to the Internet.
[CLD193-181-12057]

Changing the settings in Internet Explorer may solve the problem. Please try the following:

  1. In Internet Explorer, open [ Tool ], [ Internet Options ] then [ Advanced Tab ].
  2. In the [ Security ] menu, if [ Check for server certificate revocation ] is checked, please uncheck it.
    * If the box is unchecked, check the box and click [ OK ]. Then, repeat steps 1 and 2 to uncheck the box.
  3. Close Internet Explorer and user authorization software. Restart your OS. Please try viewing the file again.
Once the authentication is successful, please restore the above settings to ensure security.

Could not confirm the purchase of the license with this user ID.
[CLD270-191-XXX]

ID and password are case sensitive. For capital letters, please type while holding the Shift key.

If you made the purchase as a guest, please enter your order number as your login ID. Your order number and password are provided in the purchase confirmation email.
* If you became a member after you made a purchase as a guest, you may authenticate the guest purchase with your member login ID and password only after you have requested a transfer of your purchase history as guest and this request has been granted.

The user ID or password is incorrect.
[CLD271-191-XXX]

Failed to start capture protection.
[DLSB165-9001-XXX]

The following operations may solve the problem. Please try:

  • Restart your OS.
  • Close other applications and software as much as possible.
  • Check your security software settings. Try adding an exception rule for the product folder/file, or turn off the software temporarily. Please refer to [ Notice ].
  • Run DLsite Viewer with administrator privileges.
    * Right-click on the DLsite Viewer icon and choose "Run as administrator".

Failed to start execution program.
[SAK1012-2-XXX]

The following operations may solve the problem. Please try:

  • You may need to install DirectX Runtime, or some components may be corrupted. Please try installing the latest version of DirectX.
    [ DirectX End-User Runtime ] (external webpage)
  • Check your security software settings. Try adding an exception rule for the product folder/file, or turn off the software temporarily. Please refer to [ Notice ].

Unable to start program normally.
[SAK1061-11-CXXXXXX]

Was not able to confirm the opening of "(file name)". If you continue, you will get an error in Adobe Reader.
Adobe Reader should be closed, and then please try again.
[CPD228]

The following operations may solve the problem. Please try:

  • If the language of your Adobe Reader is other than Japanese or English, please change it to either Japanese or English.
    * Hold the Ctrl key and start Adobe Reader. The dialog displays to select the language.
  • Wait until CPU usage and hard disk drive activities have resolved.
  • Start Adobe Reader first, then try opening the product file.
  • Close other applications and software as much as possible.
  • Check your security software settings. Please refer to [ Notice ].

The folder is compressed by the function of OS. DRM contents cannot extract to the compressed folder.
[DNB163]

The product file may be saved in a folder that is compressed by your OS function. Please save or copy the product file to local disk and try downloading/extracting/viewing the file.
If this message is displayed on your local disk, please try the following:

  1. Right-click on the folder where the product file is located, and choose [ Properties ].
  2. Click the [ Advanced... ] button in the [ General ] tab.
  3. In the [ Advanced Attributes ] window, if [ Compress contents to save disk space ] is checked, please uncheck.
    * If the box is unchecked, check the box and click [ OK ]. Then, repeat steps 1 and 2 to uncheck the box.

Hardware struckture has been changed or license information is corrupted.
[DLSB308-1211-51]
[CLD272-64-51]
[SAK1064-1211-51]

The license data in your PC may have been corrupted. Please use a cleanup tool to delete license information stored in your PC.
Please download the tool from the following link and use it to delete older information.

Cleanup tool ] (for DLsite Viewer and Game)

Cleanup tool ] (for CypherGuard for Movie/PDF/Browser)

Failed to connect to server. Confirm that the computer is connected to the internet properly.
[CLD240-181-12029]

Changing the settings in Internet Explorer may solve the problem. Please try the following:

  1. In Internet Explorer, open [ Tool ], [ Internet Options ] then [ Advanced Tab ].
  2. In the [ Security ] menu, check [ Use TLS 1.0 ], [ Use TLS 1.1 ] and [ Use TLS 1.2 ]. Click [ OK ].

Failed to load archive (Game)

To view game products which require user authentication, you need to start them from "startup(.exe)".
An error will occur if you try to start a product from application files other than the "startup(.exe)" file. Please try starting from this file.

If the above does not solve the problem, please describe the error message or displayed screen details and [ Contact Us ] for assistance.

Q.Troubleshooting for Older Software Protection

Here you may find troubleshooting information about downloading and viewing products copy-controlled with the older software protection. Please check the following.

Troubleshooting
Check administrator privileges

Please make sure you are logged into your PC as administrator.

  1. Open [ Control Panel ].
  2. Category view: click [ Add or remove user accounts ] in [ User Accounts and Family Safety ].
    Classic view: click [ User Accounts ] then [ Manage User Accounts ].
  3. The list of users will display. If "administrators" is displayed next to your name, you are the administrator of your PC.

An error message in Japanese appears when I try starting a product

Please make sure programs such as capturing software, TV browsing software and remote control software are not running, and you are not browsing on virtual PC software.
Some other programs may be using the PrintScreen feature. If there are any applications or remote tools that may be using it, please end them. Here are some examples:

  • Microsoft OneDrive (Windows 10)
  • "Save Screenshots" feature of Drop Box
  • TeamViewer
  • LogMeIn

"It failed in the protection of the contents. Contents cannot be reproduced. (Error code = 10029)"

If the error "It failed in the protection of the contents. Contents cannot be reproduced. (Error code = 10029)" displays, or you can view the image but not the text when you try confirming the operation of the decoding tool, please make sure your PDF browsing settings allow for viewing PDF files in Internet Explorer.
[ Acrobat Help ]

Also, please make sure you have set Adobe Reader for your default viewer of PDF files. Please refer to the "Post installation configuration" and "FAQ" sections on the following page.
[ Acrobat Help ]

If the above does not solve the problem, please describe the error message or displayed screen details and [ Contact Us ] for assistance.

Circle's Guide