1652 réponses à ce sujet

[MisterLongPants]

Rob Bartel wrote...

Over the April 9, 2011 weekend, some of our Dragon Age: Origins content servers experienced an as yet unidentified failure. As a result, users began to experience error messages when attempting to access their downloadable content, indicating that the DLC was unauthorized.

We apologize for the inconvenience and are currently investigating and working to resolve the issue on our end. We will update this thread once we know more.

Your decission to actually make an official comment on this after FOUR DAYS wouldn't happen to coincide with being asked questions by sites like Kotaku & Joystiq would it?

Seriously you are going to lose a lot of business out of this mess. Being totally honest, I will buy ME3 only because i've invested so much in that franchise (novels, artbooks, ost's, comics..all of which only because I liked the FIRST game, the one before souls were sold to EA).

But I am never going to buy another Bioware product if this sort of screwup is going to happen again followed by this sort of terrible customer service.

Modifié par MisterLongPants, 11 avril 2011 - 11:47 .

[carabas23]

As a former IT guy and Support Manager, I'd say this is going from bad service to unacceptable. Also, why the heck is it still up for sale? Between the tech support trying to send me on disrespectful wild goose chase wastes of time, the length of the downtime, and the lack of adequate communication from EA/Bioware I'm really annoyed. Probably a good object lesson on how NOT to handle an issue correctly from a corporate perspective.

How's this for some reasonable support rules for products.

1) If it isn't working for more then a few hours, stop selling it.
2) Keep your support staff informed.
3) Be respectful of your customer's time
4) Monitor the official communication channels and be responsive.
5) When you design a program to dial in to a server, provide a mechanism to display a message to users in the event of a problem. Again, respect customer's time.
6) Down time always equals urgent. Weekends and nights are not time off for a game, add resources if necessary.

[Shaun773]

I just bought this game last night. I wake up, read the manual and spend four hours trying to fix something that can't be fixed. This better be one heck of a game.

Goodbye FuzzyBee and RedundantCookie. I will miss you two the most.

[AppleSoda]

carabas23 wrote...

As a former IT guy and Support Manager, I'd say this is going from bad service to unacceptable. Also, why the heck is it still up for sale? Between the tech support trying to send me on disrespectful wild goose chase wastes of time, the length of the downtime, and the lack of adequate communication from EA/Bioware I'm really annoyed. Probably a good object lesson on how NOT to handle an issue correctly from a corporate perspective.

How's this for some reasonable support rules for products.

1) If it isn't working for more then a few hours, stop selling it.
2) Keep your support staff informed.
3) Be respectful of your customer's time
4) Monitor the official communication channels and be responsive.
5) When you design a program to dial in to a server, provide a mechanism to display a message to users in the event of a problem. Again, respect customer's time.
6) Down time always equals urgent. Weekends and nights are not time off for a game, add resources if necessary.

Amen.

Modifié par RedundantCookie, 11 avril 2011 - 11:50 .

[Goonling]

noctx wrote...

Wow great, I come home and the DLC is still unauthorized. So it turns out that nobody was working on the problem all weekend, hard to believe that EA can't even afford to have a tech monitor the servers on weekends.

It's the end of the work day in North America, so I assume that everybody in EA went home already and we have to wait until tomorrow.

What I imagine is that EA has 24/7 tech support, but the servers are located at BioWare...which as a development studio, likely doesn't work much over the weekends. I know my studio is completely deserted over the weekend. Granted I work in the art department, but I imagine systems management or whoever is the same.

So although EA can field our onslaught of tech support inquiries....they can't directly do anything about it. They're likely as clueless as we are. Humorus....but not very helpful.

[AppleSoda]

Shaun773 wrote...

I just bought this game last night. I wake up, read the manual and spend four hours trying to fix something that can't be fixed. This better be one heck of a game.

Goodbye FuzzyBee and RedundantCookie. I will miss you two the most.

Aw, we'll miss you too Shaun773! It'll be fixed soon, and I promise to visit you as an lovely apparition of Andraste while you defeat those vile Darkspawn and cheer for you!

PS: Don't worry I won't pull your toes while you sleep with Leliana in a tent, or scare you by screaming "Goosfraba" in your ear at nights... while you sleep... holding Leliana or Morrigan (Or Zevran).

Modifié par RedundantCookie, 11 avril 2011 - 11:53 .

[Padme4000]

I'll bring the jeagermeister (may not drink but have been given some bottles from friends)

[tanerb123]

Lets try to analyze this. DA2 did not sell well, so EA blames Bioware for this. On the other hand Bioware blames EA because they did not have enough development time. So there is some kind of tension. when we scale it to this issue, Bioware thinks it is EA's responsibility to maintain and fix servers and lack of effectiveness on their side and EA uses this opportunity to prove that Bioware guys are not as good as they are and maybe there are some opportunity for efficacy cuts in the org or maybe repurpose some funds into Dead Space 3. Looks like we are in the middle of an internal power struggle

[Goonling]

tanerb123 wrote...

Lets try to analyze this. DA2 did not sell well, so EA blames Bioware for this. On the other hand Bioware blames EA because they did not have enough development time. So there is some kind of tension. when we scale it to this issue, Bioware thinks it is EA's responsibility to maintain and fix servers and lack of effectiveness on their side and EA uses this opportunity to prove that Bioware guys are not as good as they are and maybe there are some opportunity for efficacy cuts in the org or maybe repurpose some funds into Dead Space 3. Looks like we are in the middle of an internal power struggle

I bet even Loghain was involved!

[GoldenSacrifice]

I hope this gets fixed within 24hours, I really want to slay some darkspawn

Modifié par GoldenSacrifice, 11 avril 2011 - 11:57 .

[AppleSoda]

Goonling wrote...

tanerb123 wrote...

Lets try to analyze this. DA2 did not sell well, so EA blames Bioware for this. On the other hand Bioware blames EA because they did not have enough development time. So there is some kind of tension. when we scale it to this issue, Bioware thinks it is EA's responsibility to maintain and fix servers and lack of effectiveness on their side and EA uses this opportunity to prove that Bioware guys are not as good as they are and maybe there are some opportunity for efficacy cuts in the org or maybe repurpose some funds into Dead Space 3. Looks like we are in the middle of an internal power struggle

I bet even Loghain was involved!

LMAO!!!!

[DocDoomII]

Rob Bartel wrote...

Over the April 9, 2011 weekend, some of our Dragon Age: Origins content servers experienced an as yet unidentified failure. As a result, users began to experience error messages when attempting to access their downloadable content, indicating that the DLC was unauthorized.

We apologize for the inconvenience and are currently investigating and working to resolve the issue on our end. We will update this thread once we know more.

So, any chances you'll ever release a version that doesn't need online authentication?
It's just stupid and harmful for paying customers.
Plus people just need to change a teeny wee variable in a xml file to make them work anyway...

[Raedek]

Beyond this fiasco, my interest in DA2 was greatly reduced because I couldn't make my own character.

[bobdoily]

I logged out and can access my DLC saves.

My DLC content, and items loads fine.

[vladimir11]

heh im still kinda mad they never informed this over the weekend because i totally flipped when i couldn't access my dlcs and for bioware not responding to this is very unexceptionable

[AppleSoda]

bobdoily wrote...

I logged out and can access my DLC saves.

My DLC content, and items loads fine.

Yes it has been established several times. It can happen, or it cannot. And those who bought the game during this issue, or were told to resintall the game by Customer Service do not have access to the profile file, so they can't get it running as their file hasn't been updated by a first-time authorization.

[AppleSoda]

vladimir11 wrote...

heh im still kinda mad they never informed this over the weekend because i totally flipped when i couldn't access my dlcs and for bioware not responding to this is very unexceptionable

Oh trust me, we struggled a lot to alert the issue and have it post eventually.

[RaenImrahl]

Has anyone seen any news items on this whole issue posted elsewhere?

[vladimir11]

btw docdoom2 wat xml fix would that be i got my DA:O off of amazon and i would like to know how to fix it now

[QueenPurpleScrap]

In the past I have had to turn the game off and then back on because of the unauthorized issue. I figured then it was just a matter of an interruption between me and the server. I have read all your posts, and I share your frustration. I logged off in order to continue my game. One of you posted something about a simple code and patch not working (to authenticate only once) because of the public key and private key issues. I certainly can't see EA/Bioware rewriting the DRM for this game, but maybe a compromise solution would be to change the parameters so that authentication is only needed when you click new game.
I am not a techie, so please don't jump on my ignorance.
I do support the rights of companies to protect their product, but they in turn have a responsibility to their paying customers. It is not fair to their customers or their support staff to be kept uninformed as they were.
Thank you to all of you who have been updating the rest of us.

[AppleSoda]

vladimir11 wrote...

btw docdoom2 wat xml fix would that be i got my DA:O off of amazon and i would like to know how to fix it now

Repeat, slowly... 

[Padme4000]

Smith: Hi, my name is Smith. How may I help you?
Georgina: Hi, I was just wondering if the problem with the servers has an estimated time of being fixed?
Smith: Are you facing the problem for Dragon Age ?
Georgina: Yes, sorry. I had upgraded to ultimate on Friday just to find the problem with the servers and was wondering when it would be fixed
Smith: I do apologize for the inconvenience caused to you so far. Our engineers are working hard on it to resolve it soon so that many players like you who are not able to play the game will play it
Smith: I would request you to wait for 12-24 hrs to fix it
Georgina: Okay thank you very much for your time and for answering my question
Smith: Is there anything else I can help you with today?
Georgina: No there isn't. Thank you again
Smith: Thank you for contacting Electronic Arts support today .Happy Gaming!
Smith: Bye and take care
Georgina: Bye

[WillNeverPostIfHeCanHelpIt]

Yeah... I'm not going to play/pay for an MMO from a company that takes 3 days to ACKNOWLEDGE a problem.

This might be a statistically insignificant opinion at the moment, but it can only grow.

[AppleSoda]

RaenImrahl wrote...

Has anyone seen any news items on this whole issue posted elsewhere?

I've been here mostly; you mean another Thread?

[Padme4000]

So it seems that Smith is more sure of it being solved sooner than what others have said