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.
About Special Viewer, User Authorization and Copy Controlled Products
About Special Viewer and User Authorization
Troubleshooting for Special Viewer and 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?