First try this at at least one other machine to see if it works OK there. If it does, you know it's some hardware or OS or setting issue on your PC. Then the help desk of the publisher might know the problem and be able to tell you the cause and maybe even the solution or work-around.
If no luck with the support and you know it should work, you reload the OS (making the machine as new) and try again.
What is causing this error message that sends me back to desk top when playing a game?
"Can't get back buffer surface (edevicescreen.cpp 149)
My computer spec:
Dell XPS 700
Intel Core2 Duo processor
w/DualCore technology w/2MB cache
4GB DDR2 SDRAM at 667MHz
512MB NVIDIA GeForce 9800 GTX video card
250GB hard drive
1 TB hard drive
Creative X-Fi PCI sound card
Logitech Laser mouse Driver 5.1.2600.0
DirectX version 9.0c (4.09.0000.0904)