Frequently Asked Questions

All products available at DLsite.com are compressed in LHA or ZIP format.
To open or view a downloaded file, you need to extract (unpack) it with a decompression tool.
We recommend free software Lhasa, if other tools such as Winzip and WinRAR do not work.
If the product you have purchased is in PDF format, Adobe Reader is also required.
For more details, please refer to [ Necessary Tools ].

Although Windows XP/Vista/7 can display and execute files without decompression,
this is not recommended. In order for your product to function correctly, please unpack all files.

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 or desktop.

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 the CD Drive,
please change the location to the hard drive or desktop.

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.

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.

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 ].

Please refer to "Platforms" under the Product Details section of each product information page
to find out which operating systems are fully supported. If "WindowsVista" or "Windows7" 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 even if they are not yet confirmed.
You may check for compatibility via product demo (if available), or email us through [ Contact Us ].

DLsite.com is currently completing the Windows Vista/7 version of its software protection system.
(Caution: Vista 64-bit is not compatible with thecopy-controlled items by user authorization.)

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

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.

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 ].

Games programmed in Japanese may contain 2-byte Japanese characters which are
machine-dependent. They may prevent you from starting the game or cause errors while playing.

Please do the following:
1. Delete the game file from your PC if it was downloaded and extracted
before changing the "Language for non-Unicode programs" (see the following information).
2. Complete the change to Regional and Language Options (see the following information).
3. Download the game again from DLsite.com, extract it then open the application file on your computer.

Windows Vista, 7

• Click on "Start" then "Control Panel"
• Click on "Clock, Language, and Region"
• Click on "Regional and Language Options"
• Click on "Adminstrative" (last tab)
• Click on "Change system locale..."
• Click the drop-down list for "Current system locale:"
• Find "Japanese (Japan)" and click it
• Click "Ok" and Restart

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

• Click on "Start" then "Control Panel"
  
• Click on "Check for Updates"
  
• Click on "View Available Updates"
  
• Find "Japanese Language Pack" and install it.
  

Windows XP

• Click Start, Settings, and Control Panel.
• Click Language, and Regional Options.
• Click Regional Option tab, and then select Japanese from the drop-down menu to be installed on your PC.
• Click Advanced tab, and then select Japanese from the drop-down menu.
• Click OK to end the procedure.
• Restart PC.

Check all Japanese-related codes on Advanced tab on 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

There may be some more related codes on the menu, but not identified. Please install
all the three codes, and any other possible related codes if required (such as Chinese codes).

Windows 2000

• Click General tab, and then check the check box of Japanese to be added in Language settings for the system section.
• Make sure that Western Europe and United States is set to Default, then Click OK.
• After clicking OK, a prompt appears asking that the Windows 2000 CD to be inserted.
• Click OK after inserting the CD.
• After Japanese language group are successfully installed, a prompt appears requesting to Restart PC.
• Click OK to restart the PC.

Windows 95, 98, ME

• If you are using Windows 95 98 or Me, you are required to install Microsoft Global IME 5.02.
• Please go to the related page of [ Microsoft ], and select "Japanese - with Language Pack".

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.

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.