6 replies to this topic

[Volatyle]

I know many people are having issues and I am no exception. And I know this is BETA. I am all for contributing time, money, and input to help improve this game. I've been dealing with CTD's and crash to mechlab quite often just like many other people.

My concern is not with the issues directly, as I know they are being worked on. My concern arises more from the method of Piranha's method of dealing with issues sent to them via Support.

Assuming you don't care to read the long E-mails back and forth, I'll skip to the point first. If an issue is not solved, how is closing the ticket a viable solution? The problem still exists, and just because you cannot fix the problem at the tech support level, does not validate just leaving closing it. I, along with many others, have contributed money to this game. While I understand that there may not be a viable solution at this timee, dismissing the issue does not make me feel very valued as a customer. I could rant and rage about it, threatening to never play again, but that's not what I want. I want to feel like a solution is being worked on, my problem is important, and even if put on hold, will receive a solution to my issues.

____________________________________________________________________________________

Your request (#14951) has been deemed solved. To reopen, reply to this email.


Justin Xyang, Aug 14 05:47 (PDT):
Hello Volatyle,
The reasons we put it on "solved" is because there is nothing else on our side we can do. We made sure that your computer was good enough to run the game and it is. At this point, only a fix in the code will solve this issue, so there are no workaround we can provide at this point to help you alleviate this problem. We don't leave pending tickets about known issues like these, since it would serve no purpose.
Have a great day!
Regards,
Justin Xyang
GameMaster
MechWarrior® Online™


Volatyle, Aug 13 21:09 (PDT):
Hello,

I see the request (#14951) has been deemed solved. Could we reopen this as it is not solved? Are there any other solutions I could try to possibly rectify this? I know this is beta, and there will be problems. I would just prefer to keep trying to solve the issue and hopefully participate more.

R/S,
Tony


Justin Xyang, Aug 13 11:56 (PDT):

Hello Volatyle,

Thank you very much for your time and dedication, it's much appreciated!

I will pass this on to the devs, thanks for submitting it

Regards,
Justin Xyang
GameMaster
MechWarrior® Online™


Volatyle, Aug 13 11:52 (PDT):
Hello,

Sorry it took me so long to reply. Since the last patch, we have tried a couple of solutions as listed in the forums. Please note: we tried the following solutions one at a time before reverting to the "standard" setup prior to trying the next solution

The error now seems to be only crashing to desktop.

The error occurs approximately 1 time every 4 games.

The error seems to be spread over all mechs, not one mech exclusively.
I have ensured .net 3.2 and 4.0 are up to date. I "fdisked" my computer and have reinstalled and ensured all files/drivers/software are up to date.
I ensured I am using the newest patcher only
I deleted and re-patch'ed to reinstall the shader folder in USER folder
I have tried using the user.cfg files for lower end graphics cards as given in the forums
I ensured the ports that the game runs on are open on my router
I tried disabling UPnP and SSDD discovery (not sure the impact of these but was a solution listed by a random forum member

The DxDiag file is attached as requested. This is stipulation, but is it possible that the party size is related to the issue? This morning I was able to run many games without problems with a group of 4, but upon inviting a fifth person, the problem began to occur again

R/S,
Tony


Justin Xyang, Aug 13 08:55 (PDT):

Hello Volatyle,
It's been a few days since you communicated with us regarding this issue so we'll consider it fixed. If it's not the case, please reply to this email within the next 3 days before it gets permanently closed.

Regards,
Justin Xyang
GameMaster
MechWarrior® Online™


Justin Xyang, Aug 07 10:46 (PDT):

Hello Volatyle,

Thank you for contacting MechWarrior® Online™ Support,
We would like to gather additional information about your issue and system setup. Please provide the following information so that we can properly address the issue you are facing:

-Does this happen in every game? Only occasionally?

-are you piloting a particular mech or firing a particular weapon when this happens?

-save and attach your DXDIAG file and most recent Log file (default location "C:\Games\Piranha Games\MechWarrior Online\LogBackups\")

-if you have experienced crashes, please also attach your "crashdump.dmp" file from c:\games\Piranha Games\MechWarrior Online\User\

Regards,
Sébastien
GameMaster
MechWarrior® Online™

===============================
How to obtain and attach a dxdiag[/colo]

Open the Start Menu
Select Run... and type dxdiag (in Windows Vista or Windows 7 you can type dxdiag directly into the search box at the bottom of the Start Menu)
In the diagnostic tool, select Save All Information. Choose a folder to save the diagnostic in. Save the file as a simple text document by selecting the type of file you're saving, or typing ".txt" at the end of the file.
In some cases the Save All Information button will not be present, simply click on Run Diagnostic, and the Save All Information button will appear once it is done running the diagnostic.
Attach the file to your support ticket


Volatyle, Aug 04 17:58 (PDT):
UpdateL I am able to run by myself without issue. The error seems to be only when playing with a group.[/color]


Volatyle, Aug 04 17:23 (PDT):
I've tried suggestions to adjust graphics, edit the .cfg file to lower/improve graphics, reinstalled the Beta Client, tried using different mechs, deleting the USER file, defragmenting the hard drive (seems to be alot of fragmentation of the MWO files).

I understand there is a known issue but after testing and then verifying with my ISP, I have low ping and low/little packet loss. Is there another workaround to attempt? I am all for rooting out a solution but I'm just tapped for ideas at this time.

Edit: Removed all the format code that didnt carry over from the e-mail. Sorry for the massive page and a half of formatting.

Edited by Volatyle, 14 August 2012 - 10:24 AM.

[Hellshiver]

Because the issue is a known one. The coders are working on it.

When you're at work/school, do you like someone telling you to get to work on Project A when you are already working your butt off on it? How about every 5 minutes someone pokes you about it? Would get annoying wouldn't it?

That's why they closed it. Tech Support can do nothing, so if they left it "Open" it would imply they COULD do something. Also have to take into account internal accounting of Issue Solve Rate, Customers Serviced, Issue Reslove Time and every other tracking thing they have to improve their buissness. IF Tech Support could do something more, it'd be an open issue still. Every other game company does this same thing, why do you expect something different from here?

Remember that Tech Support doesn't code; That's the Programers and that's a different department.

Just goosfraba and give them a few days to patch the problem up.

[CocoaJin]

Its Beta, things are broke,they know, they're working on it...thats the solutuion. Just because you paid money TO BE A TESTER, does not entitle you to hand holding, coddling, a shoulder to cry on and some Puffs tissues.

There is no gauruntee of game operation.

The state of your issue has reached its terminus, there is nothing more they can do than what they are doing...your JOB, beta tester, is to come back after each patch to see if it has resolved your problem. Each day it doesnt fix is another day of a job well done as a beta tester.

You dont have the same entitlements as a paying customer yet, you are currently TESTING a product that is by definition, not ready for consumption. Get a grip.

[Garth Erlam]

Out of curiousity, what would you like them to do?

[Stickjock]

Quote

The reasons we put it on "solved" is because there is nothing else on our side we can do. We made sure that your computer was good enough to run the game and it is. At this point, only a fix in the code will solve this issue, so there are no workaround we can provide at this point to help you alleviate this problem. We don't leave pending tickets about known issues like these, since it would serve no purpose.

That reply from Justin from Support seems to be just what you're looking for... that it's a "known" issue, that they are aware of it and so are the Devs who are now working on fixing the issue... not sure what else you're wanting from them...

[CocoaJin]

He wants customer service because we likely feels entitled to being able to play because he is a paying customer...a $120 paying customer. Thing is, he forgot that right now he is a beta tester...that he needs to take this up as an actual issue only after the game is released, in the meantime, his inability to play is a perfect example of why he is there in the first place...to find bugs/issues.

I personally want to thank the OP and appluad him on a job well done...good job finding a game breaking issue. A thanks and a pat on the back is about how he his entitled to as a Beta tester.

What he isnt entitled to is a refund, extra c-bills, an extension on any of the founder perks, an apology or a seat on the Board.

[light487]

Isn't against forum TOS to post private discussions between mods/devs/support and yourself? I thought I read that somewhere.. might be wrong.

I personally don't see the problem here.. they helped as much as they were humanly able to do and have clearly passed the additional information about the bug/glitch on to the appropriate people to aid in having the bug fixed.. and that's really all they can do. As the final email says.. they've done everything they can to try to help.. but at the end of the day, the problem is one that has to be solved with a patch to the game.

Is the OP suggesting that a patch should be developed solely for their issue alone and patched within hours of the support ticket being lodged? That's the only way I can read and understand this as being.