Frequently Asked Questions
This page shows a list of frequently asked questions and their answers.
If the problem could not be solved with these answers, please email us through [ Contact Us ].
Trouble With Downloading / Opening Files
- Q.I can't open or view the downloaded contents.
- Q.A virus has been detected.
- 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?
- Q.I purchased a product by mistake.
- Q.An error occurs when I click the .exe file in game file. (Syntax Error)
- Q.RGSS103J.dll or RGSS200J.dll could not be found
- Q."Windows protected your PC"
- Q.I cannot play a movie (the screen remains dark)
- Q.An error occurs when extracting the file.
(corrupted file, split files, etc.)
- Q.I have not received the purchase confirmation mail. (Guest user)
- Q.An error occurs when I enter my email address and/or password. (Guest user)
- Q.I need help with a downloaded product.
- Q.The text appears to be garbled or displayed as question marks.
- Q.About the [ Smartphone ] icon
- Q."d3dx9_XX.dll is missing"
- Q.The game does not start or the game screen closes immediately.
Software Protection and Copy Controlled Products
Troubleshooting for User Authorization
- Q.Could not open "(file name)" because it is either not a supported file type or because the file has been corrupted.
- Q.Error while connecting to the Internet.
[Error code: CLD193-181-12057]
- Q.Failed to start capture protection.
[Error code: DLSB165-9001-XXX]
- Q.Was not able to confirm the opening of "(file name)".
[Error code: CPD228]
- Q.The folder is compressed by the function of OS.
[Error code: DNB163]
- Q.Hardware struckture has been changed or license information is corrupted.
[Error code: DLSB308-XX, CLD272-XX, SAK1064-XX]
- Q.Could not confirm the purchase of the license withthis user ID.
[Error code: CLD270-191-XXX]
- Q.The user ID or password is incorrect.
[Error code: CLD271-191-XXX]
- Q.Failed to start execution program.
[Error code: SAK1012-2-XXX]
- Q.Unable to start program normally.
[Error code: SAK1061-11-CXXXXXX]
- Q.Failed to connect to server.
[Error code: CLD240-181-12029]
- Q.Failed to load archive (Game)
Older Software Protection
Troubleshooting for Older Software Protection
Member Purchase and Guest Purchase
- Q.What is the difference between members and guest users?
- Q.I have forgotten my Login ID and/or password.
- Q.Can I re-download a product that I purchased as guest?
- Q.I keep getting "This card is invalid" message
- Q.I was charged twice for the same product.
- Q.What will show on my bill if I use my credit card on your website?
- Q.My purchase didn't go through and my points/coupons are gone.
- Q.About purchase limit
- Q.How can I delete my card information?
- Q.Why isn't the amount that was shown at the time of the purchase and the amount stated on my bill the same?
- Q.Why I can't purchase products intended for adults with PayPal?
- Q.Why do I have a charge from DLsite.com on a date I haven't purchased the product?
- Q.About external checkout
- Q.I get a "your purchase has exceeded the monthly purchase limit" message.
General DLsite.com Services and Products
- Q.I want to purchase an item on the Japanese sections
of DLsite.com that is not found on DLsite.com English.
- Q.Can I use my English member account to shop on the Japanese site?
- Q.Are there uncensored versions of the products?
- Q.Can I sell my works on DLsite.com?