16 réponses à ce sujet

[filetemo]

it says the media si damaged, downloaf  again

anybody else with this issue?

[Rob Bartel]

Thanks for the reports and sorry for the frustrations, everyone. We've escalated the issue to our service partners and they're investigating. Can everyone on this thread please confirm where they're based geographically? That will help us chase down the individual file servers that may be affected.

Thanks!

[Rob Bartel]

bigSarg wrote...

I tried to download it and I got a message that the URL is wrong, so I couldn't even get to the download page, I clicked on the email notification that I received so its not that I typed the URL wrong, I'm in Michigan. I'm hoping the site is being repaired right now so that's why it wouldn't go to the download page, I haven't paid for it yet, just bought the Bioware points, so I'm not really out anything if they can't get it fixed.

Can you provide us with the message and the URL? That will help us track down the issue.

In the meantime, you should be able to get to where you need to go from the following page: http://dragonage.bio...da2/addon/mota/

Thanks!

Modifié par Rob Bartel, 12 octobre 2011 - 04:06 .

[Rob Bartel]

Hmm. I'm able to load the page using the link you provided, bigSarg. Now that you've rebooted your modem and things have cleared up, would you mind trying to click the link in your email again to see if it works for you now?

Thanks!

[Rob Bartel]

bigSarg wrote...

ok for some reason I seem to be having a great deal of difficulty with this forum, my posts don't seem to be showing up or they show up after I've already redone the post.

@Rob Bartel-sorry I already deleted the email

Yeah, between the DA2 MotA release and the ME3 multiplayer announcement, the forums are seeing a lot of traffic right now and it can take a little while for the forum to synchronize and display the latest posts. Don't worry, posts aren't getting lost. They're just taking a little while to show up.

[Rob Bartel]

@Pr0pheze1ung - The slow downloads appear to have cleared up but we're still getting some reports of dropped downloads and corrupted files. We continue to work with the download service provider to identify and resolve any issues. The vast majority of people are able to purchase, download, install, and play the DLC without incident.

[Rob Bartel]

Users having trouble with their downloads are encouraged to perform a traceroute to na.llnet.bioware.cdn.ea.com and post the results to this thread (or send it to me in a private message). That should tell us what servers you're hitting and help us narrow down any remaining problems.

Thanks!

Modifié par Rob Bartel, 12 octobre 2011 - 08:31 .

[Rob Bartel]

elunes32792 wrote...

what www do you want us to tracert to?

Sorry, I'm a dork - Please tracert to na.llnet.bioware.cdn.ea.com.

Thanks,
Rob

[Rob Bartel]

As posted above, users having trouble with their downloads are encouraged to perform a traceroute to na.llnet.bioware.cdn.ea.com and post the results to this thread (or send it to me in a private message). That should tell us what servers you're hitting and help us narrow down any remaining problems.

Thanks!

Modifié par Rob Bartel, 13 octobre 2011 - 04:16 .

[Rob Bartel]

Thanks Raukman. I received your traceroute data and sent it off to our download service providers this morning for analysis.

[Rob Bartel]

Hi everyone,

Thanks for the traceroutes, everyone. I've responded privately to every one I've received. After double-checking the the various servers and files and running some test downloads, our download service providers found and corrected a handful of hardware failures on their end but, for the most part, everything's been functioning correctly. There are one or two anomalous cases they're still investigating.

Going back and forth with users, most have been able to correct their download issues on their end through one of the following means:

• tweaking their firewall settings
• rebooting their router/modem
• selecting "run" rather than "save" in the download popup
• attempting via a landline rather than a wireless connection
• downloading the file onto a thumbdrive at work, at a friend's place, etc., and transferring it onto their Dragon Age machine that way.

Also, if your download is completing but the resulting file appears to be corrupt, you can perform an MD5 checksum on it to confirm whether or not that's actually the case. Both Apple and Microsoft have md5checksum tools available:

• http://support.microsoft.com/kb/841290
• http://www.apple.com...curity/md5.html

The MD5 checksum data for an intact file should be as follows:

• DA2_MarkOfTheAssassin.exe (Windows) = 78f72cbb88a9374488dc2cf64574d5ea
• DA2_MarkOfTheAssassin.dmg (Mac) = 5f79222f02987a445fb58879012f52ec

If you need further help with any of this, please get in touch with our customer service department via http://help.dragonage.com/ .

Hope that helps,
Rob

Modifié par Rob Bartel, 17 octobre 2011 - 04:32 .

[Rob Bartel]

Run the traceroute and, if there are *s in Hop 2, that's usually a firewall or modem/router problem.

Also, it often won't help to try it on another computer that's still on the same network. If your network is the problem, you may need to attempt the download somewhere else (work, school, a friend's place, etc).

Hope that helps,
Rob

[Rob Bartel]

DeSade wrote...

Rob Bartel wrote...

Run the traceroute and, if there are *s in Hop 2, that's usually a firewall or modem/router problem.

Also, it often won't help to try it on another computer that's still on the same network. If your network is the problem, you may need to attempt the download somewhere else (work, school, a friend's place, etc).

Hope that helps,
Rob

I find this to be a inexcusable cop out.
Pretty sure that those reporting problems did not have any issue with the last DLC, I know I downloaded them without issue.

Also I do not see how with so many people having this issue that the problem is on our end.
Don't you think you should stop trying to shift the blame and fix it?

Hi De Sade,

We have taken the traceroutes people have submitted and we've investigated, tested, and verified the hardware, file, and pipeline on each and every one. Hardware issues were found and fixed in two cases. In every other case that I've been personally handling, the issues have proven to be local to the individual's machine or network and we've been able to successfully get them back up and running using methods such as those outlined above.

The internet's a big place, home networks aren't always reliable, and PCs are complex beasts with a wide range of setups and conflicting software. That's the simple truth of it. You may not have had problems downloading Legacy but others did and we worked with them to resolve the same sorts of issues.

We'll continue to work with people to get them up and running and they're welcome to contact our Customer Service team at any time. The fact remains that the quick fixes I'm proposing will resolve the issue for most users with the minimum fuss and confusion so they can go back to playing their game.

Hope that helps,
Rob

Modifié par Rob Bartel, 19 octobre 2011 - 04:14 .

[Rob Bartel]

Users having trouble with their downloads are encouraged to perform a traceroute to na.llnet.bioware.cdn.ea.com and post the results to this thread.

Modifié par Rob Bartel, 20 octobre 2011 - 04:27 .

[Rob Bartel]

Hi dw,

You've got a great connection there and everything seems clean, although it does suddenly jump up to triple digits at hop 6.

That suggests that this isn't a problem with your firewall or router/modem (in which case you'd typically be seeing asterisks in hop 2). Unfortunately, it means that the problem is likely occurring somewhere in the middle where it's out of either of our control.

Have you tried selecting "run" rather than "save" in the download popup? Have you attempted the download via a landline rather than a wireless connection? Have you checked your Windows HOSTS file and any anti-virus / anti-spam software to ensure none of them are blacklisting any servers ending with .ea.com?

Beyond that, I'm afraid I'm out of ideas although our Customer Service team may be able to offer further advice. http://help.bioware.com

Hope that helps,
Rob

[Rob Bartel]

I've been informed that another potential solution is to clear out the cache and cookies on your browser and re-attempt.

Thanks,
Rob

[Rob Bartel]

Glad you're up and running Wrathra.