Connection lost
Discussion Thread
Customer (faz93 soe) 02/02/2011 04:14 PM
Now correct me if I am wrong but it appears as though 90% of that reply has been copied and pasted (exactly, word for word identical to a reply already given to me by a different member of your team.)
I feel as though you are not truly paying attention to my ticket or problem and as a paying customer i feel insulted. If i pay for a service I expect a service. I have really tried to be as polite as I can but I am incredibly frustrated by your requests as attatched to the beginning root of this ticket is EXACTLY what you just asked for. I also informed you of its presence very clearly.
I feel as though I am just being blindly led to repeat the same tedious process every single time i reply to your "solutions" and am not being taken seriously.
Now, I am going to attach the same file I attached to the original post to this reply in hope that it will actually be acknowledged.
I understand that this reply may come off as hostile but I am sure you can understand my frustration on the matter. I am sure you can understand that I am also actually paying for customer support through my subscription and when it looks (to me) as though i'm simply being led along aimlessly with copy paste text I am bound to feel at least the slightest bit of frustration.
Response (TSR Bowie M.) 02/02/2011 03:46 PM
Greetings faz93,
Please run the following test for me while you are connecting to the server.
I need you to bring up a run dialog box. You can do this by pressing and holding the Windows key on your keyboard and tapping the R key.
In the box that pops up I need you to type cmd and press Enter (If you're using Windows Vista/7 press ctrl-shift-enter).
This is going to bring up an old “DOS box” don’t worry it’s just text.
You’ll need to type in the following commands one at a time. Remember to put spaces between all the words, unless there’s a special character like / or . in front of the word. Then you’ll want to keep that symbol and the word together.
If you’re having a lot of trouble you can also just copy and paste the text out of this email and into the DOS box.
These commands can take a while to run so please wait for the blinking cursor to appear since you won’t see any output to your screen. For the pathping commands you might even want to go grab some coffee, or a sandwich between lines.
So, all set? Here’s the commands:
ipconfig /all > c:\dcuoinfo.txt
tracert lvsdco-01-01.dcuonline.net >> c:\dcuoinfo.txt
pathping lvsdco-01-01.dcuonline.net >> c:\dcuoinfo.txt
netstat -a -b -o >> dcuoinfo.txt
netstat -r >> dcuoinfo.txt
netstat -s >> dcuoinfo.txt
If you're in Europe you'll want to run these commands instead:
ipconfig /all > c:\dcuoinfo.txt
tracert amsdco-01-01.dcuonline.net >> c:\dcuoinfo.txt
pathping amsdco-01-01.dcuonline.net >> c:\dcuoinfo.txt
If you’re curious what you’re saving for us, try the commands again but without the >’s or the stuff after them. Go ahead, I’ll wait… Pretty confusing huh? Don’t worry I speak gibberish fluently and can translate it for you.
Ok now that you’re done with that, you’ll have a file on your hard drive called “dcuoinfo.txt”. If you go into your hard drive you’ll find it right in the main folder. To get there, just do that Windows key and R trick from earlier, and type C: and press enter. The file will be in there. Just send that file into me, I’ll translate it and figure out what happened to your connection, then I’ll let you know. No worries it’ll be pretty painless, but we might need you to contact another company if it’s not something on your computer that’s doing this.
Please let me know if you have any other questions or issues and I will be happy to assist you.
Thank you.
Bowie M.
Technical Support Representative
Customer (faz93 soe) 02/02/2011 03:34 PM
"Basically my problem is that when I log in to DCUO I can create a character just fine but once i spawn in that is where the trouble starts.
What happens is that during the tutorial at any random juncture all enemies freeze and doors will not open and after a while i get a screen telling me that my connection has been lost and boots me out of the game.
As far as I am aware this should not be a firewall issue (I am running Bitdefender and placing it in game mode which opens my firewall) and it is not a driver issue (drivers where updated last week.
The only feasable explanation I can think of is that I am connecting from England on to the US server "Death and glory" I think its called. If it is simply that fact of me being in the EU that is messing the game up then is there a way I could resolve the issue whilst being able to play on the US servers?
I ask this as I bought the game with specific intentions to play with one of my American friends, this friend actually purchased the game for me as a gift and the whole point of him gifting it to me was so that we could play together."
Response (TSR Bowie M.) 02/02/2011 02:46 PM
Greetings faz93,
I understand that you are in England and you should be playing on the EU servers. This may be the reason why you are disconnecting from the US servers.
Please let me know if you have any other questions or issues and I will be happy to assist you.
Thank you.
Bowie M.
Technical Support Representative
Customer (faz93 soe) 02/02/2011 02:42 PM
Hi,this ticket is a continuation of my previous ticket.
I believed that I had already sent a reply. Judging from the email i recieved concerning the status of my ticket being automatically switched to the "solved" status I obviously had not sent the reply, sorry about that.
I must also apologise if i could manually change the status back to "unsolved" as I could not locate this option.
My reference number was 110118-000325
Attached is the file last requested (by Will). Thank you ever so much for your time and I hope we will finally be able to tackle this fiendish complication.
File Attachments
• dcuoinfo.txt
Wednesday, 2 February 2011
First ticket. This reads from bottom to top.
Lost Connection
Discussion Thread
Response (TSR Willie C.) 01/24/2011 02:57 PM
Hi
I need you to bring up a run dialog box. You can do this by pressing and holding the Windows key on your keyboard and tapping the R key.
In the box that pops up I need you to type cmd and press Enter (If you're using Windows Vista/7 press ctrl-shift-enter).
This is going to bring up an old “DOS box” don’t worry it’s just text.
You’ll need to type in the following commands one at a time. Remember to put spaces between all the words, unless there’s a special character like / or . in front of the word. Then you’ll want to keep that symbol and the word together.
If you’re having a lot of trouble you can also just copy and paste the text out of this email and into the DOS box.
These commands can take a while to run so please wait for the blinking cursor to appear since you won’t see any output to your screen. For the pathping commands you might even want to go grab some coffee, or a sandwich between lines.
So, all set? Here’s the commands:
ipconfig /all > c:\dcuoinfo.txt
tracert lvsdco-01-01.dcuonline.net >> c:\dcuoinfo.txt
pathping lvsdco-01-01.dcuonline.net >> c:\dcuoinfo.txt
If you’re curious what you’re saving for us, try the commands again but without the >’s or the stuff after them. Go ahead, I’ll wait… Pretty confusing huh? Don’t worry I speak gibberish fluently and can translate it for you.
Ok now that you’re done with that, you’ll have a file on your hard drive called “dcuoinfo.txt”. If you go into your hard drive you’ll find it right in the main folder. To get there, just do that Windows key and R trick from earlier, and type C: and press enter. The file will be in there. Just send that file into me, I’ll translate it and figure out what happened to your connection, then I’ll let you know. No worries it’ll be pretty painless, but we might need you to contact another company if it’s not something on your computer that’s doing this.
Your reference number for this contact is: 110118-000325
Regards,
CSR Will C.
Customer (faz93 soe) 01/24/2011 02:52 PM
I done everything as listed. I downloaded all of the drivers on the pages and provided and installed them, the same can be said for DX9. I then rebooted.
This did not affect my problem in any way.
Still feel the need to stress how it is only the US servers that are booting me out.
Response (TSR Willie C.) 01/24/2011 01:15 PM
Hello,
The issue you are having is most likely video related.
1.)
The DirectX 9 install we have sent you will not downgrade your DX version. It only adds the files necessary to run off of DX9 when your computer needs to.
Please follow the instructions located on the website below to download and install DirectX 9.0c (August 2009 version):
http://www.microsoft.com/downloads/details.aspx?FamilyID=04ac064b-00d1-474e-b7b1-442d8712d553&displaylang=en
1. To download, click on the Validate button on the main DirectX page.
2. Once verification completes, you will be allowed to download Direct X. Choose the option to save the file to your Desktop.
3. Double click on "directx_aug2009_redist.exe" on your desktop, then follow the instructions.
2.)
Also, your video drivers are also missing a recent update so I would like for you to install this as well.
http://sites.amd.com/us/game/downloads/Pages/radeon_win7-64.aspx#2
After downloading and installing, restart your computer and see if you have the same issue.
Thank You ,
Will C
Customer (faz93 soe) 01/22/2011 04:24 PM
First off am going to have to apologise for not simply trying the solution listed below before replying but I don't entirely understand the given solution.
I'd like to stress that the EU servers work almost perfectly, I have had the odd disconnection or so but nothing that has caused too much of an annoyance.
The reason I do not understand the solution is because its is essentially downgrading my direct X and i'm pretty sure my GPU drivers too.
Thanks and once again I am sorry for replying without trying the solution, I would just like to further understand how this would help.
Response (TSR Bowie M.) 01/20/2011 03:39 PM
Greetings faz93,
Please download and install the following drivers for your video card.
http://support.amd.com/us/gpudownload/windows/previous/10/Pages/radeon.aspx?os=Windows%20Vista%20-%2064-Bit%20Edition&rev=10.9
In order to correctly install the drivers you will need to go to your control panel and select add/remove programs. Once you have done so please uninstall the catalyst drivers from the menu.
Please follow the instructions located on the website below to download and install DirectX 9.0c (August 2009 version):
http://www.microsoft.com/downloads/details.aspx?FamilyID=04ac064b-00d1-474e-b7b1-442d8712d553&displaylang=en
1. To download, click on the Validate button on the main DirectX page.
2. Once verification completes, you will be allowed to download Direct X. Choose the option to save the file to your Desktop.
3. Double click on "directx_aug2009_redist.exe" on your desktop, then follow the instructions.
Once you are finished downloading and installing Direct X 9.0c (August 2009), we strongly suggest you reinstall the most up to date video card drivers we support from our Knowledge Base:
http://help.station.sony.com/cgi-bin/soe.cfg/php/enduser/std_adp.php?p_faqid=23077
Please let me know if you have any other questions or issues and I will be happy to assist you.
Thank you.
Bowie M.
Technical Support Representative
Customer (faz93 soe) 01/20/2011 10:28 AM
Hi Kevin, thank you very much for the help and prompt response.
Just as a quick update, I have made sure that the "Launchpad" and "Steam" are set as exception on Bitdefender. I tried running straight from the launchpad as admin and the same things where happening.
I have managed to get the game working on the EU servers which has been tiding me over whilst I waited for your reply (everything ran smoothly).
See requested files attached.
Thanks for your support, Lewis.
Response (TSR Kevin F.) 01/20/2011 04:28 AM
Hi there faz93:
If you are running Windows Vista or Windows 7 operating system, please try right clicking on your DCUO launcher icon and choose "Run As Administrator". If that doesn't help, you might try disabling any firewalls or anti-virus you have, as a test. If that gets you in the game, then you're just going to need to add DCUO to the exceptions list of the firewall/anti-virus.
In the meantime I’ll need you to send me these two files so I can determine the cause:
DxDiag.txt
MSinfo.txt
I’ll include instructions on how to make them below and there’s a link with videos showing how to make them at the bottom of the email. Sometimes our website has trouble with lots of files so could I also get you to put them in a zip file by selecting both of them and then right clicking on one of them and selecting “Send to” then selecting “Compressed (zipped) folder”.
To create the files on your hard drive:
Press and hold the Windows key and tap the R key on your keyboard.
In the box that pops up type DXDIAG and press Enter on your keyboard.
Click the "Save all Information" button, located at the bottom of the program window.
In the “Save As” box click the icon in the top bar, and then click on “Desktop”.
Save the file as "dxdiag.txt"
You’ll need to do the Windows key and R trick again only this time you’ll type MSINFO32
Click on the "File" menu and choose "Export..."
In the File name box type MSinfo and click on “Save”
Once that’s complete, just zip the files and click on the link above to update your support ticket with the files.
Video based assistance with these instructions can be found at this Knowledge Base article:
http://help.station.sony.com/cgi-bin/soe.cfg/php/enduser/std_adp.php?p_faqid=22808
Regards,
TSR Kevin F.
Customer (faz93 soe) 01/18/2011 12:15 AM
Basically my problem is that when I log in to DCUO I can create a character just fine but once i spawn in that is where the trouble starts.
What happens is that during the tutorial at any random juncture all enemies freeze and doors will not open and after a while i get a screen telling me that my connection has been lost and boots me out of the game.
As far as I am aware this should not be a firewall issue (I am running Bitdefender and placing it in game mode which opens my firewall) and it is not a driver issue (drivers where updated last week.
The only feasable explanation I can think of is that I am connecting from England on to the US server "Death and glory" I think its called. If it is simply that fact of me being in the EU that is messing the game up then is there a way I could resolve the issue whilst being able to play on the US servers?
I ask this as I bought the game with specific intentions to play with one of my American friends, this friend actually purchased the game for me as a gift and the whole point of him gifting it to me was so that we could play together.
Thank you very much for your time.
File Attachments
• Text Files.zip
Discussion Thread
Response (TSR Willie C.) 01/24/2011 02:57 PM
Hi
I need you to bring up a run dialog box. You can do this by pressing and holding the Windows key on your keyboard and tapping the R key.
In the box that pops up I need you to type cmd and press Enter (If you're using Windows Vista/7 press ctrl-shift-enter).
This is going to bring up an old “DOS box” don’t worry it’s just text.
You’ll need to type in the following commands one at a time. Remember to put spaces between all the words, unless there’s a special character like / or . in front of the word. Then you’ll want to keep that symbol and the word together.
If you’re having a lot of trouble you can also just copy and paste the text out of this email and into the DOS box.
These commands can take a while to run so please wait for the blinking cursor to appear since you won’t see any output to your screen. For the pathping commands you might even want to go grab some coffee, or a sandwich between lines.
So, all set? Here’s the commands:
ipconfig /all > c:\dcuoinfo.txt
tracert lvsdco-01-01.dcuonline.net >> c:\dcuoinfo.txt
pathping lvsdco-01-01.dcuonline.net >> c:\dcuoinfo.txt
If you’re curious what you’re saving for us, try the commands again but without the >’s or the stuff after them. Go ahead, I’ll wait… Pretty confusing huh? Don’t worry I speak gibberish fluently and can translate it for you.
Ok now that you’re done with that, you’ll have a file on your hard drive called “dcuoinfo.txt”. If you go into your hard drive you’ll find it right in the main folder. To get there, just do that Windows key and R trick from earlier, and type C: and press enter. The file will be in there. Just send that file into me, I’ll translate it and figure out what happened to your connection, then I’ll let you know. No worries it’ll be pretty painless, but we might need you to contact another company if it’s not something on your computer that’s doing this.
Your reference number for this contact is: 110118-000325
Regards,
CSR Will C.
Customer (faz93 soe) 01/24/2011 02:52 PM
I done everything as listed. I downloaded all of the drivers on the pages and provided and installed them, the same can be said for DX9. I then rebooted.
This did not affect my problem in any way.
Still feel the need to stress how it is only the US servers that are booting me out.
Response (TSR Willie C.) 01/24/2011 01:15 PM
Hello,
The issue you are having is most likely video related.
1.)
The DirectX 9 install we have sent you will not downgrade your DX version. It only adds the files necessary to run off of DX9 when your computer needs to.
Please follow the instructions located on the website below to download and install DirectX 9.0c (August 2009 version):
http://www.microsoft.com/downloads/details.aspx?FamilyID=04ac064b-00d1-474e-b7b1-442d8712d553&displaylang=en
1. To download, click on the Validate button on the main DirectX page.
2. Once verification completes, you will be allowed to download Direct X. Choose the option to save the file to your Desktop.
3. Double click on "directx_aug2009_redist.exe" on your desktop, then follow the instructions.
2.)
Also, your video drivers are also missing a recent update so I would like for you to install this as well.
http://sites.amd.com/us/game/downloads/Pages/radeon_win7-64.aspx#2
After downloading and installing, restart your computer and see if you have the same issue.
Thank You ,
Will C
Customer (faz93 soe) 01/22/2011 04:24 PM
First off am going to have to apologise for not simply trying the solution listed below before replying but I don't entirely understand the given solution.
I'd like to stress that the EU servers work almost perfectly, I have had the odd disconnection or so but nothing that has caused too much of an annoyance.
The reason I do not understand the solution is because its is essentially downgrading my direct X and i'm pretty sure my GPU drivers too.
Thanks and once again I am sorry for replying without trying the solution, I would just like to further understand how this would help.
Response (TSR Bowie M.) 01/20/2011 03:39 PM
Greetings faz93,
Please download and install the following drivers for your video card.
http://support.amd.com/us/gpudownload/windows/previous/10/Pages/radeon.aspx?os=Windows%20Vista%20-%2064-Bit%20Edition&rev=10.9
In order to correctly install the drivers you will need to go to your control panel and select add/remove programs. Once you have done so please uninstall the catalyst drivers from the menu.
Please follow the instructions located on the website below to download and install DirectX 9.0c (August 2009 version):
http://www.microsoft.com/downloads/details.aspx?FamilyID=04ac064b-00d1-474e-b7b1-442d8712d553&displaylang=en
1. To download, click on the Validate button on the main DirectX page.
2. Once verification completes, you will be allowed to download Direct X. Choose the option to save the file to your Desktop.
3. Double click on "directx_aug2009_redist.exe" on your desktop, then follow the instructions.
Once you are finished downloading and installing Direct X 9.0c (August 2009), we strongly suggest you reinstall the most up to date video card drivers we support from our Knowledge Base:
http://help.station.sony.com/cgi-bin/soe.cfg/php/enduser/std_adp.php?p_faqid=23077
Please let me know if you have any other questions or issues and I will be happy to assist you.
Thank you.
Bowie M.
Technical Support Representative
Customer (faz93 soe) 01/20/2011 10:28 AM
Hi Kevin, thank you very much for the help and prompt response.
Just as a quick update, I have made sure that the "Launchpad" and "Steam" are set as exception on Bitdefender. I tried running straight from the launchpad as admin and the same things where happening.
I have managed to get the game working on the EU servers which has been tiding me over whilst I waited for your reply (everything ran smoothly).
See requested files attached.
Thanks for your support, Lewis.
Response (TSR Kevin F.) 01/20/2011 04:28 AM
Hi there faz93:
If you are running Windows Vista or Windows 7 operating system, please try right clicking on your DCUO launcher icon and choose "Run As Administrator". If that doesn't help, you might try disabling any firewalls or anti-virus you have, as a test. If that gets you in the game, then you're just going to need to add DCUO to the exceptions list of the firewall/anti-virus.
In the meantime I’ll need you to send me these two files so I can determine the cause:
DxDiag.txt
MSinfo.txt
I’ll include instructions on how to make them below and there’s a link with videos showing how to make them at the bottom of the email. Sometimes our website has trouble with lots of files so could I also get you to put them in a zip file by selecting both of them and then right clicking on one of them and selecting “Send to” then selecting “Compressed (zipped) folder”.
To create the files on your hard drive:
Press and hold the Windows key and tap the R key on your keyboard.
In the box that pops up type DXDIAG and press Enter on your keyboard.
Click the "Save all Information" button, located at the bottom of the program window.
In the “Save As” box click the icon in the top bar, and then click on “Desktop”.
Save the file as "dxdiag.txt"
You’ll need to do the Windows key and R trick again only this time you’ll type MSINFO32
Click on the "File" menu and choose "Export..."
In the File name box type MSinfo and click on “Save”
Once that’s complete, just zip the files and click on the link above to update your support ticket with the files.
Video based assistance with these instructions can be found at this Knowledge Base article:
http://help.station.sony.com/cgi-bin/soe.cfg/php/enduser/std_adp.php?p_faqid=22808
Regards,
TSR Kevin F.
Customer (faz93 soe) 01/18/2011 12:15 AM
Basically my problem is that when I log in to DCUO I can create a character just fine but once i spawn in that is where the trouble starts.
What happens is that during the tutorial at any random juncture all enemies freeze and doors will not open and after a while i get a screen telling me that my connection has been lost and boots me out of the game.
As far as I am aware this should not be a firewall issue (I am running Bitdefender and placing it in game mode which opens my firewall) and it is not a driver issue (drivers where updated last week.
The only feasable explanation I can think of is that I am connecting from England on to the US server "Death and glory" I think its called. If it is simply that fact of me being in the EU that is messing the game up then is there a way I could resolve the issue whilst being able to play on the US servers?
I ask this as I bought the game with specific intentions to play with one of my American friends, this friend actually purchased the game for me as a gift and the whole point of him gifting it to me was so that we could play together.
Thank you very much for your time.
File Attachments
• Text Files.zip
Subscribe to:
Posts (Atom)