Начну я с предыстории.
Под конец 2024 года я решил приобрести цифровую копию игры "Герои меча и магии 3". Эта игра была и есть до сих пор на моём диске, который мне в прошлом купила мама для игры. Сейчас же, когда дисководов в ПК и ноутбуках не делают, то я решил для удобства купить игру в цифре ( Понимаю, что мог взять бесконечно триальную версию с трекеров, но совесть не позволила) .
Купил ключ с сайта и активировал его в Ubisoft Connect и радости моей не было предела и, когда я уже хотел скачать её 31 декабря, вспомнив детство, оказалось, что игра скачивается через Steam, который по странной причине не видел лицензию из Ubisoft.
Я отправился в поддержку магазина, где мне порекомендовали обратиться к тех. поддержке Ubisoft, что я незамедлительно сделал. Ответили мне уже 8 января. Я скинул и все скрины с покупки, скрины с ошибки, показал, что игра активировалась в Ubisoft Connect, что всё работает, до установки игры.
Спустя время от Ubisoft поступил ответ, что покупал я не у них, проблема не их. И я полностью был бы согласен с этим, если бы игра не активировалась на их площадке, но это не так. Она активировалась, но лезла за скачиванием в Steam.
Переоткрыв case с проблемой, я продолжил пытаться объяснить, что проблема не в ключе, а в чём-то другом, прислал ещё раз скрины, логи, но через 1-2 часа я вновь получил такой же ответ.
Магазин, где я покупал ключ обменял мой продукт на другой по такой же цене, сил больше на борьбу с тех.поддержкой Ubisoft не было, и я просто отправился искать ключ от Героев на другом сайте, но с активацией через Steam. Купил ключ, активировал и решил проверить загрузку игры с Ubisoft Connect.
О чудо! Оно заработало!
Здесь я и подхожу к своей и, наверное, для многих геймеров печальной ноте. Сразу скажу, что я знаю про смену региона в Steam и как пополнить баланс, но это лишняя боль и морока лично для меня. Игра Герои меча и магии 3 не доступна в моём регионе в Steam. В этом и была вся проблема при установке игры. Он не мог найти не ключ лицензии, а саму игру.
Эта ситуация для меня показывает, на сколько санкции бьют просто по обычным геймерам, по обычным людям. Это конечно покажется мелочью, на фоне всех событий, и я с этим согласен. Но ситуация для меня оказалась малость болезненной.
Снизу я оставил всю переписку с тех.поддержкой Ubisoft. К слову, ключ который я активировал через Steam заработал. Это пост не для обсуждения и споров, а просто история, которая произошла со мной.
P.S. Всех с наступившим Новым годом :)
Good evening and Happy New Year! Tell me, when installing the game, it throws it to steam and writes that the license key has not been found. Is there any way to solve this?
Hello, Thank you for contacting Ubisoft Support. We are sorry to hear that you are not able to launch Heroes of Might & Magic 3 due to a license processing error. To help us investigate, could you send us a copy of your proof of purchase and activation key screenshot? We will need a screenshot of the error message from your Ubisoft Connect Client and the Ubisoft Connect Library with your username visible. If you have any other questions or need further assistance, please don't hesitate to contact us. Kind Regards, Ubi-Yeah Ubisoft Support
I'm sorry, but I don't understand how to send a "proof of purchase", I activated the game using the activation key. I have sent a screenshot of the activation key, which is displayed in Ubisoft Connect.
There is no error in Ubisoft Connect, it sends me to Steam to download the game, and there is an error that I threw off in the screenshot above.
Hello there, Thank you for contacting Ubisoft support and for sharing these details with us regarding your license issue. If you receive the "Shadow of Death CD-Rom not found" or similar message after you start the game, please make sure that you have uninstalled any previous versions (like a demo, or the retail version). You should also launching the game by right-clicking and selecting "Run as Administrator" (Windows Vista, 7 and 8 only). If you still receive this message open the Run menu by pressing WindowsKey+R and type: regedit and press Enter. Here look for "New World Computing", there should be an entry for Heroes of Might and Magic III and a sub-entry named "1.0". Look for "CDDrive" and modify its value to: C: This should make the game start without the no-CD message. These entries should be located here: 32-bit Windows: HKEY_LOCAL_MACHINE > SOFTWARE > New World Computing 64-bit windows: HKEY_LOCAL_MACHINE > SOFTWARE > Wow6432Node > New World Computing Do not hesitate to come back to us if you need anything and I wish you a nice day! Kind regards, Ubi-BitterSweet Ubisoft Support
Dear support, I can't even start the installation. When I click on the install button in the Ubisoft Connect launcher, it sends me to steam to INSTALL the game. And he writes the license error that I sent above in the chat. There is no such directory or timeline in the registry, because the game has not even been installed yet. I'm sending you a screenshot.
Hello there, Thank you getting back to us. We're sorry to hear that you are still having this issue. As a troubleshooting step, please try to delete your launcher cache files as per our guides below: Ubisoft Connect > https://www.ubisoft.com/help?article=000061966 Steam > https://help.steampowered.com/en/faqs/view/6AD7-820D-8BE5-E5... In the meantime, feel free to let us know if you have other concern. Best regards Ubi-Vincenzo Ubisoft Support
I'm clear the cache. Sorry, but it's not work.
Hey there, Thank you for reaching us back. I sincerely apologize for any inconvenience you might be encountering while trying to play Heroes of might and magic 3. Could you please try the updating the game manually using the steps in the link below : https://www.ubisoft.com/help/article/000097180 Should you have any questions or concerns, feel free to reach out. Kind Regards, Ubi-Tom Ubisoft Support
Dear support, I have launched the update and it is still running, but the game that is not installed on my PC needs to be updated. I followed your advice that was offered to me above, but I can't not run the game, but install it, because Steam writes a license error. Please help me with this problem when INSTALLING the game, because it is impossible to run without installing it. Best wishes, Ivan
Hello there, Thank you so much for contacting Ubisoft Support, I understand how important is for you to report a problem with your game and I'm more than glad to assist you with that. In this case, would you be so kind to attach a screenshot or a video replicating this issue? Also, would you be so kind to send us a DxDiag report and MSInfo report? To do this, you can follow the articled below: DxDiag: https://www.ubisoft.com/help/article/000078583 MsInfo: https://www.ubisoft.com/help/article/000078753 Please reply to this ticket whenever you're ready, we'll be attentive to your response to assist you further, Best Regards, Ubi-Kronos Ubisoft Support
Video with error, when I'm installing the game
Видео-08-01-2025 222012.mp4
Hello, Thank you for your patience and for sharing these details with us. I understand that you are having an issue with launching Heroes of Might & Magic 3. Could you please upload the video to a streaming service and share the video link with us? This way we will be able to check it Please don't hesitate to reach back if you need anything else and I wish you a great day! Best regards, Ubi-Noumena Ubisoft Support
Hello, Thank you for your response! I'm Ubi-TabMonster and I'll be taking over your concern on behalf of my colleague. I understand that you're experiencing issues with Might and Magic 3 and I appreciate the update. To continue with our review, we'll need you to provide us with a screenshot of your proof of purchase for the game. I highly suggest you check the following article as reference on exactly which kind of image we require so we can continue with our investigation: https://ubisoft.com/help?article=000097691 Please let us know if you have further questions or if you require assistance with another issue so we can help you with it. Regards, Ubi-TabMonster Ubisoft Support
This is all what i can found
Hi there, Thank you for following back with Ubisoft support, thank you for providing the key for the game, though before we proceed i need to collect some information about he key, 1. was the key in a physical box or was it purchased from an online store. 2. from what store/site was the key obtained from. 3. when did you activate the key for the first time, did it work then? We understand that the case may be talking along time to reach a conclution, though we do need the relavent info to better asses the issue and locate a possible solution. Should you have any further questions or concerns, you are more than welcome to let us know. Kind regards, Ubi-LordOtheIsles Ubisoft Support
1. online store 2.zaka-zaka 3.when I activated the key, it work
Hey there, Thank you for reaching us back. I understand that Heroes of Might & Magic 3 is asking you for a license key. It seems that the game was bought on a non-approved distributor, which means that in this case you will need to contact them directly so they can help you with this situation in the game. We apologize about any inconveniences, you can check our list of approved distributors here: https://ubisoft.com/help?article=000079502 As we have attended to your query, we will now be marking this case as closed. Should you require further assistance, please don't hesitate to reach out. Kind regards, Ubi-Woolly Ubisoft Support
Dear support. My problem has not been solved. This key has been activated on your platform, so I cannot doubt its licensing. You have accepted the activation key, but the problem is not to activate the game, but to install it. For some reason, the installation takes place through Steam, and not through Ubisoft Connect. I completely disagree with your decision to close the case.
Hey there, Thank you for reaching back to Ubisoft Support regarding the complications you have been experiencing launching Heroes of Might & Magic 3. After the investigation we concealed on your account, we would like to receive your Steam ID to further investigate this situation. Could you hand us this information? If you have any questions or need further assistance don't hesitate to let us know. Kind Regards, Ubi-GrizzlyBear Ubisoft Support
Hello, Thank you for providing the Steam ID! My name is Ubi-Icedlatte and I will continue assisting you with your query today. I see that you are still unable to install Heroes of Might & Magic 3. However, the video and images that you provided are not in our supported language. Hence, in order to provide better assistance, could you please provide the screenshot that showing the error message that you received in English? Looking forward to your reply! Best regards, Ubi-Icedlatte Ubisoft Support
Hi there again, Thanks for that information. We understand you are having issues accessing your steam game. In order to take a deeper look into this, please: - We had issues locating your steam ID, please provides with a screenshot of it. If you need help locating the Steam ID, please refer to: https://www.ubisoft.com/help/article/000060565 - In order to take a deeper look into this, please provide us with your launcher logs, for getting them you can refer to: https://www.ubisoft.com/help/article/000065542 - Provide us with a valid proof of purchase. For information regarding a valid proof of purchase, please refer to: https://www.ubisoft.com/help/article/000097691 If you need help attaching or submitting your files to the case, please refer to: https://www.ubisoft.com/help/article/000063176 If you need help taking screenshots and uploading them, you can check the following link: https://www.ubisoft.com/help/article/000063164 We are looking forward your response. If in the meantime you need anything else or have other question, please don't hesitate to let us know. If the case closes automatically you can always re-open it. You also can open a different case if you would like to address a different topic. Kind regards, Ubi-PurpleMoon Ubisoft Support
I also sent you the proof of purchase, I have now sent you the logs, and I have already sent you the Steam ID.
Hello, Thank you for your reply, this is Ubi-Lavoe and I'll be assisting you today. Thank you for sharing the launcher logs of your pc, we now need the proof of purchase of the game, and your steam ID. Best Regards, Ubi-Lavoe Ubisoft Support
Hello there, Thank you for reaching out to Ubisoft Support and providing proof of purchase. Unfortunately, the proof of purchase you provided does not yet meet the requirements to proceed with the recovery. You can find detailed instructions on obtaining and submitting screenshots of your purchase receipt in the following guides: https://www.ubisoft.com/help?article=000061770 Please ensure that the images are in full screen and not edited, and they look the same as the one provided in the example on the website. Also, note that we will need to see the section showing your transaction ID and purchase details. If you require a detailed guide on how to take screenshots, please view this article: https://www.ubisoft.com/help?article=000063164 Once you have obtained the images, please submit them to your case, as shown here: https://www.ubisoft.com/help?article=000063176 Once we have everything we need, we'll be in a better position to assist you further. We apologize for any inconvenience this might cause; we appreciate your cooperation and understanding. Awaiting for your response~ Ubi-DarkRaven Ubisoft Support
I didn't buy it in steam, but activated the key in Ubisoft Connect, but when downloading it, it throws me to Steam.
Hello there, Thank you so much for contacting Ubisoft Support, I understand how important is for you to access to your game and I'm more than glad to take a look into this for you In this case, if the game pops up the Steam launcher it's because it was purchased initially on steam. Please make sure that the Screenshots include the Transaction Id, it's not cropped and shows the date on the taskbar. Here is an FAQ with a guide for your reference: https://www.ubisoft.com/en-gb/help/purchases-and-rewards/art... Please reply to this message once you have this information attached to the case, if you have any further questions, you can also include them on your reply, I'll be attentive, Best Regards, Ubi-Kronos Ubisoft Support
I will send video for you
HIDE CONVERSATION HISTORY
Видео-09-01-2025 200906.mp4
Hi, Thank you for providing this video of the error that you are receiving! I understand that you are getting an error when trying to download Heroes of Might & Magic 3 from Steam. Sadly, we are unable to assist further as the game was bought from an unauthorized distributor or retailer and this goes against out Terms of Use. In this case we can only advise that you contact your retailer for assistance. Our Terms of Use can be found here: https://legal.ubi.com/termsofuse/en-US Feel free to contact us if you have any questions or concerns. Kind regards. Ubi-Burger Ubisoft Support
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