Here you can find further troubleshooting information about viewing products which require the user authentication. Please check if the error you are experiencing is listed in the Related questions below.
If you don't find your error code among the list, please [ Contact Us ] for assistance with the error message and error code. You can copy the entire error message by holding the [CTRL] key and pressing the [C] key when the window is focused (displayed on top of other windows).
- Failed to authenticate license. Hardware structure has been changed or license information is corrupted. [SAK1064-1211-51]
- Failed to connect to server. Confirm that the computer is connected to the internet properly. [CLD240-181-12029]
- Error while connecting to the Internet. [CLD193-181-12057]
- "Username or password is incorrrect" [CLD271-19X-XXX]
- Failed to start execution program. [SAK1012-2-XXX]
- Could not confirm the purchase of the license with this user ID. [CLD270-191-XXX]
- "Failed to load archive"
■Failed to authenticate license. Hardware structure has been changed or license information is corrupted. [SAK1064-1211-51]
The license data in your PC may have been corrupted for some reason.
Please use a cleanup tool to delete the license information stored on your PC. Download the tool from the following link and use it to delete any older information, then try again.
* If the tool download doesn't begin when clicking the link, please right click the link and select "Save link as...".
■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 this problem. Please try the following:
- Open Internet Explorer.
- Choose Internet Options from the Tools menu or the Tools symbol (gear).
- Go to the Advanced tab and scroll down to the Security section. Check 3 items: Use TLS 1.0, Use TLS 1.1, and Use TLS 1.2.
■Error while connecting to the Internet. [CLD193-181-12057]
Changing the settings in Internet Explorer may solve the problem. Please try the following:
- Open Internet Explorer.
- Choose Internet Options from the Tools menu or the Tools symbol (gear).
- 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. - Close Internet Explorer and the special software. Restart your OS.
Once the problem is solved, please restore the above settings to ensure security.
■"Username or password is incorrect" [CLD271-19X-XXX]
IDs and passwords are case sensitive.
To input capital letters, please type while holding the Shift key.
When using other social media accounts to login, your DLsite password may not register properly. Please visit [Change Password] to adjust your settings.
■Failed to start execution program. [SAK1012-2-XXX]
The following operations may solve the problem. Please make sure of the following points:
You may need to install the DirectX Runtime, or some components may be corrupted.Please refer to the following Related question: [ The game does not start or the game screen closes immediately ] . for more details.
If the product is created with RPG Maker series, you may need to install RPG Maker runtime package. Please refer to the following Related question: [ I get an error "RGSS****.dll could not be found ] for more details.
■Could not confirm the purchase of the license with this user ID. [CLD270-191-XXX]
The product was unable to be located in your purchase history. Please verify that you didn't purchase it with a different account.
■"Failed to load archive"
To view game products which require user authentication, you need to start them using the startup(.exe) file. An error will occur if you try to start a product from any other file than this file.
Please try starting the product from the startup(.exe) file.