289 réponses à ce sujet

[iNgUmA69]

Tuix wrote...

Grats to you ! Enjoy the content

Thanks

There seem to be light at the end of the tunnel... we'll see about the MP issue thoug...

I can't get my head around the game asking for a Cerberus code? What is this? The Illusive Man wants money for the rent of the Normandy or something?

Also in the screen where it asks to redeem the Cerberus code, under the "Redeem Cerberus Code" text there's some preposterously high figure? in excess of $300k!!!

[mjb203]

Congrats iNgUmA69! Glad to hear there are some help desk folks not just reading off of a script. Let us know what happens with the escalation!

[mjb203]

iNgUmA69 wrote...

Tuix wrote...

Grats to you ! Enjoy the content

Thanks

There seem to be light at the end of the tunnel... we'll see about the MP issue thoug...

I can't get my head around the game asking for a Cerberus code? What is this? The Illusive Man wants money for the rent of the Normandy or something?

Also in the screen where it asks to redeem the Cerberus code, under the "Redeem Cerberus Code" text there's some preposterously high figure? in excess of $300k!!!

I'm thinking the Cerberus code may be some left over code from ME2. Maybe that is part of the issue? I also would like to know what that $300k number is about

[dstrawberrygirl]

Been on the phone to EA support for a while, issue is being escalated! While I could get a new code for the DLC, I said I would rather hold out for the whole thing to be fixed. There's a cause somewhere, and patching up a symptom doesn't fix the cause.

Also, I have no idea what the number means $315184 isn't even a power of two number or prime or anything interesting. Sounds like an error or internal code number of some sort I would guess. But if it is Illusive Man's idea of a joke then I'm gonna send Javik to throw him out of the airlock as soon as I get back in SP.

[AndyFireFly]

dstrawberrygirl wrote...

iNgUmA69 wrote...

mjb203 wrote...

AndyFireFly wrote...

i got it fixed! I i write in english so everyone understands.. well i siply got an email by shruti from ea cust. service . .he wrote he found a new product code of my game when he looked up my account .. so i went to origin and took the new code inside. voila! new N7 Collectors edition pass and everything worked again! connected and can play MP And SP with DLC again! .. . thanks . . guess it was because the new DLC . .cus i didnt see it before .. well just wanna let you know . .thanks .. have fun .. hope works for you too now..

AndyFireFly, just for clarification: was it a NEW online pass code he gave you or was it a code to a "hidden" dlc file that you did not have?

Sorry, but I'm having a tough time making out the post!  Congrats on getting everything to work though!

Yeah, congrats on getting up and running

I'd like the same thing clarified too...

Glad you got it working - did you keep your progress on SP saves and MP packs or were they reset when you got the code?

Oh, sorry if i wrote a bit confusing..? was just writing out of my head without even look

well, he gave me a NEW Product Code of my N7 Collectors Edition. So when i entered it in origins it told me that i successfully added N7 Collectors Edition. Though all stayed the same in my Origins Library. for those who downloaded "From Ashes" before too, this also needs a new Product Code. I got Both Codes and entered them in Origins.
Just Tried MP .. its all fine there still got my lvls and equip .. its really just an autentification (right?  ) Problem  and needs New Product Codes.  .

Thanks Again ..

[Tuix]

too bad they dont want  to give me these codes

dstrawberrygirl  great that you Called them

Modifié par Tuix, 11 avril 2012 - 07:37 .

[mjb203]

Thank you for the update AndyFireFly!

[iNgUmA69]

mjb203 wrote...

Thank you for the update AndyFireFly!

^ ditto

[jereck63]

I've chatted with my 7th EA adviser, after thoroughly explaining my issue of how I own the N7 collectors edition for PC and have no access to multiplayer or my DLC they responded with the steps of how to re-download From Ashes for my X-Box 360...

I have other Cases open, but so far all they want me to do is re-install the game and origins which I've done about 8 times now, it has to be on EA's end.

[T1l]

Interesting updates, but these don't fix this bizare issue. DLC not being recognised because we don't have a "Cerberus Activation Code" - what is this and why does it lock me out of multiplayer, Bioware?

Please, please, answer this.

[mjb203]

Cerberus activation code sounds like its something left over from any ME2 code that may still be present. I think there may be a possibility that it is at least part of the problem.

[Wolfenrot]

4th EA game advisor on the chat. Obviusly he don't understand nothing of this bug. *sigh*

[T1l]

I'm also in a chat with an EA advisor - I directed him to this thread. He's trying, but he's pretty clueless. Tends to resort to generic responses which are, frankly, pretty insulting. I know support people deal with some real dumbasses, but this is almost comical.

EDIT: I'll post the chat log after we're done.

Modifié par T1l, 11 avril 2012 - 09:59 .

[mjb203]

Good to see I'm not the only one in a chat! I'll post mine as well

[T1l]

I'm beginning to think I'm having a conversation with CleverBot.

You know, it IS entirely possible EA advisors are a simple program which scans what you've typed for key words and gives auto-generated responses. In fact, it's highly likely the more I think about it. It's exceedingly cost efficient and in-line with what I'd expect from Electronic Arts, to be completely honest.

[T1l]

I'm not joking, and I take what I said back about EA advisors are CleverBot - he fixed it. Log incomming.

EDIT:

This is how the EA assist fixed my issue:

• Step One - You log out of your Origin Account.
• Step Two - He, apparently, logs in to your account.
• Step Three - Smoke and mirrors on their end.
• Step Four - They prompt you to log back in, at which point "Someone is already using your account".
• Step Five - Issue resolved.

I'm unsure as to what he did, exactly, and he will not describe what he did to resolve the issue. I'm able to connect to the EA servers, at least, but my DLC still seems to be playing up. From Ashes is now claiming it's unable to be verified.

[*]EDIT EDIT: Ok, so I need to redownload the From Ashes DLC as my copy of ME3 has been "refreshed".

Modifié par T1l, 11 avril 2012 - 10:30 .

[T1l]

Sorry for the length of this, but it might help people with this problem. Here is the chat log with the EA advisor who resolved this issue for me.

----------------------------------------------------------------------------------------------------------------------------------------------------------
You are now ready to chat with Gautam.

Gautam: Thanks for contacting EA Help! My name is Gautam how may I help you?

you: On the 8th of March, 2012, I purchased Mass Effect 3 Retail Collector's Edition. On this date I installed your online DRM client, Origin, and your product, Mass Effect 3. Since this date I have been playing your game and, aside minor issues with unrelated topics, I have been enjoyingmy time.

Two days ago your online DRM/distribution client, Origin, patched my copy of Mass Effect 3. Post patch and on launching Mass Effect 3, the game now prompts me after connecting to the EA Servers for what is called a "Cerberus Online Activation Code". Neither the game activation code or the DLC activation code I received with my purchase of the original game work, and I do not understand why am now unable to play the product I purchased. This is a widespread issue found on the Bioware Social Network PC Troubleshooting Forums.

Currently there is no work around. Uninstalling Origin and/or Mass Effect 3 does not work.

you: All of the multiplayer / online / DLC functionality from my game is broken due to the EA Servers not recognising my copies as legitimate and/or it requiring a code I do not have.

Gautam: Let me read that.

you: No worries. Take your time, and thank you for it.

Gautam: Thanks.

you: Quite a lengthy thread on the Bioware Social Network can be found here: http://social.biowar.../index/10307454

you: (The thread contians screenshots of the issue occuring, which might help)

Gautam: Alright So you aer getting invalid Cerberus code error?

you: That's the one, yeah. I can't connect to the EA Servers, or when I do, the server states that it can not authenticate my DLC and locks me out of any online functionality, including multiplayer.

you: It states I need a "Cerberus Online Activation Code"... whatever that is.

Gautam: For that please redeem your game code again into origin.

you: It does not work. My game code does not redeem the appropriate thing. It states it is invalid.

Gautam: Okay.

you: I have been playing the game for over a month; the recent Resurgence Patch on the 10th of April seems to have caused the EA Server not to reckognise my copy of the game as legitimate.

Gautam: Please allow me some time to work on your issue. 

you: That'sfine. I'd just like to have this resolved. It's very frustrating not being able to use any of Mass Effect 3's online DLC / multiplayer after having played it for the past month.

Gautam: Please don't worry about your issue.

Gautam: That will be resolved.

you: I like your enthusiasm!

Gautam: Thanks.

Gautam: Could you please allow me some time for that  also please logout from origin.

you: Done. I'm logged out of Origin now.

Gautam: Thanks.

you: Quite welcome.

Gautam: Thank you for waiting. I appreciate your patience. 

Gautam: Are you logged into any bioware account yet?

you: Only this one. Bioware/Origin/EA Accounts are all linked.

you: I'm obviously logged in to my EA Account to be talking to you.

Gautam: Alright.

Gautam: Now open your origin account and try to play the game .

you: Will do.

Gautam: Okay.

you: GAUTAM

you: YOU FIXED IT

Gautam: Thanks.

Gautam: Is there anything else I may assist you with today?

you: Please! Explain what you did. Please. I'll post it on the Bioware Forum so everyone can know!

you: Please explain how you fixed the issue.

you: You're a legend. Thank you!

Gautam: It was my pleasure to help you out today.

Gautam: Itwas wonderful chatting with you. You'll be receiving a Survey shortly in your E-mail. I'll appreciate if you can take some time to fill it which would help us to improvise our service. 

you: Oh, you'll be getting top marks, I assure you! Can you please explain, before you go, how you resolved my issue?

Gautam: Thanks for that.

Gautam: If you have any other issue, please don't hesitate to contact back and ask. I'll be more than happy to assist you there. 

you: Gautam! Wait a moment...

Gautam: Okay.

you: Mass Effect 3 is asking me for my From Ashes DLC code - one I already have. I have already registered this DLC. Any ideas why I would need to purchase this again?

Gautam: Please allow me some time to work on your issue. 

you: Of course.

Gautam: Please click on your game tabs "i" button.

Gautam: You can download the DLC from there.

you: Yes, I already have the DLC downloaded. The issue is with the game not reckognising my current DLC code as legitimate. It may be a similar problem to the issue I had before.

Gautam: Please click on that as I've refreshed your game as well.

you: Will do!

Gautam: So it's showing you that.

Gautam: However there is not issue with that.

you: Right. I'll redownload the From Ashes DLC, then.


you: Thank you for your help

Gautam: It was completely my pleasure to help you out.

you: No no, thank you.

you: You've been very, very helpful. Have a great day!

Gautam: Thanks for that.

Gautam: And you too.

you:

Gautam: Bye Andrew.

you: Bye!
---------------------------------------------------------------------------------------------------------------------------------------------------

Like I said; smoke and mirrors. The good news is - this is fixable, just not on our end.

Modifié par T1l, 11 avril 2012 - 10:40 .

[mjb203]

Here is mine! Although I've got to run out now, I will point my next round of help to your post T1|

---
you: hello
Saurabh: Thanks for contacting EA Help! My name is Saurabh how may I help you?
you: i am following up on my help case (# 03664589). i am having trouble with Mass Effect 3 not recognizing my Online Pass and From Ashes dlc.
you: i am unable to play multiplayer or any of my singleplayer saves
Saurabh: Which platform (Xbox 360, PC, PS3) are you playing the game on?
you: PC
you: i have tried repairing the install, uninstalling/reinstalling (both Origin and ME3), unistalling/reinstalling the specified components and nothing has helped so far.
you: the user, AndyFireFly, in this thread on the Bioware Social Network site: http://social.biowar...ndex/10307454/8 has detailed how an EA rep helped him fix the issue.
Saurabh: Okay.

(about 5 minutes later)
you: this problem is appearing to become more widespread. i first got this problem about a week ago, with no explanation (i go into detail in the first post of the case # about the problem).
Saurabh: Please allow me some time to work on your issue.
you: no problem!
Saurabh: Thanks.
Saurabh: I apologize that you had to wait longer than expected. I appreciate your time and co-operation.
you: no problem!
Saurabh: You have issue with Mass Effect 3 or DLC "Ashes"?
you: yes, when i load up the game my online pass and the from ashes dlc are not recognized. i have an uploaded picture on my photobucket here: http://i1256.photobu...pass10Apr12.jpg
you: it basically says that it is unable to authorize my collector's edition online pass entitlement and the from ashes dlc
you: since from ashes is no longer able to be authorized, i can not load any single player saves that were played when the dlc was authorized. in addition, since my online pass is no longer authorized, i cannot play multiplayer either.
Saurabh: Please login with your Origin account.
you: i am currently logged into Origin
Saurabh: Now click with "i" tab.
you: nothing is happening when i click on the "i" key
Saurabh: After clicking "i" tab please scroll the screen you will get your DLC list please download all.
you: all dlc is downloaded and installed already
Saurabh: Okay.
Saurabh: I have forwarding your concern , you will get help suddenly.
you: thank you very much Saurabh! I actually have to run out now, so please direct the forwarded concern to reply through the help email.
Saurabh: Sure thing.
Saurabh: If you need help with anything else, please feel free to contact us anytime!

[dstrawberrygirl]

Those of you who have fixed it, are you also able to get on multiplayer?

[T1l]

dstrawberrygirl wrote...

Those of you who have fixed it, are you also able to get on multiplayer?

Yes. Without any issues. I had to delete/reinstall all of my DLC - but 'resetting' my account worked... whatever that means, exactly.

[dstrawberrygirl]

T1l wrote...

dstrawberrygirl wrote...

Those of you who have fixed it, are you also able to get on multiplayer?

Yes. Without any issues. I had to delete/reinstall all of my DLC - but 'resetting' my account worked... whatever that means, exactly.

Thanks for the intel! I'll see how I get on

[jereck63]

Talked to another EA adviser, gave him a list of things I tried including disabling firewalls, he wanted me to lower my security settings and reinstall the game. So I brought up this forum post and how some of you have had their issues resolved by "resetting" the account and he said to just try his suggestion and if I had nothing else bye. I think I may be done with EA products.

[T1l]

jereck63 wrote...

Talked to another EA adviser, gave him a list of things I tried including disabling firewalls, he wanted me to lower my security settings and reinstall the game. So I brought up this forum post and how some of you have had their issues resolved by "resetting" the account and he said to just try his suggestion and if I had nothing else bye. I think I may be done with EA products.

Oh, it's a shamble, I'll give you that. The issue is with your account details desynching with the EA Servers (or being corrupted, one or the other). It solely rests on EA's end, though, as they're the only ones who can 'reset' your account, and then 'reauthorise' all of the associated DLC.

I'm not sure what causes it, but the fix is on their end not ours. Large amounts of frustration if you get a Help Support dude who doesn't know what he's doing.

[jereck63]

T1l wrote...

Oh, it's a shamble, I'll give you that. The issue is with your account details desynching with the EA Servers (or being corrupted, one or the other). It solely rests on EA's end, though, as they're the only ones who can 'reset' your account, and then 'reauthorise' all of the associated DLC.

I'm not sure what causes it, but the fix is on their end not ours. Large amounts of frustration if you get a Help Support dude who doesn't know what he's doing.

Very frustrating indeed.  I talked to 2 more advisers and the last one finally escalated my Case to the next level, I'm not very optimistic at this point but willing to wait and see what they will do.

[mjb203]

dstrawberrygirl wrote...

Those of you who have fixed it, are you also able to get on multiplayer?

I am still unable to get into multiplayer.  However, my From Ashes dlc is now recognized, so at least half the problem is fixed.