Ok,
so we've all been complaining about the MP bugs and the connection issues that the vast majority of us have been facing.
I dutifully contacted support to have the issue looked into and so far seem to be going in circles.
What I have decided to do is post the thread of everything that has been happening between myself and EA support so that everyone (read mods/EA/Bioware staff) clearly has an idea of how difficult this is becoming for those of us who have paid good money for a product that seems to not be working as advertised.
Keep an eye on this thread and see what happens next in the ongoing saga that is my EA Tech support Tale!
Cheers
Novawing
Lost connection to EA servers Tech support tale
Débuté par
Novawing24
, avril 15 2012 03:15
Retour en haut
#2
Posté 15 avril 2012 - 03:16
Novawing24
-
- Members
- 50 messages
You: Hello, I am writing to look to your assistance in what I feel has become a major issue. I and my partner purchased the Mass Effect 3 N7 Collector’s Edition looking forward to finishing the story arc.
Firstly we have come across dozens of issues with glitching and issues not being able to import our characters faces and the game crashing randomly.
After being somewhat underwhelmed by the single player experience we proceeded to play through the multiplayer. The first few days after launch when we played were quite good. However as time has gone on issues have begun to steadily mount.
We are consistently finding that one or both of us are dropping from games we are both in despite us being in the same house and same internet connection with the game stating "lost connection to EA servers" We check our internet connection and no problems. Even the game itself shows we are still connected to the EA servers. This is especially concerning when only one of us drops. This results in many hours of wasted gameplay as we lose the experience and in game credits that we earn by playing the multiplayer. When this is a once off or only once a month or so issue we can be accepting of it. However when it is happening EVERY SECOND ROUND it begins to beggar belief. Additionally issues of not being able to perform any in game actions whilst connected and in at least two cases "falling through" the game map and falling so far that you actually come out the top of the game map and then hang suspended unable to do anything as well as keys not responding with their assigned actions and general screen tearing and screens unable to maintain a cohesive image further make the prospect of connecting ever more unenticing.
Tonight was finally the last straw. We along with our house mate who has the N7 Digital Collector’s edition were playing together when we dropped simultaneously no less than 3 times in addition to each one of us having at least 3 more experiences of one of us dropping but the others remaining on.
Apart from a poor gaming experience in itself, by the game simply dumping players for no apparent reason this also results in the loss of unlockables gathered within the game penalising players for something that is blatantly an issue with EA servers and not with the players. These game unlockables can be unlocked using either in game currency or Bioware points; i.e. REAL MONEY. This is extremely disturbing as you are essentially robbing customers of money by not giving them the game experience they are paying for.
We have a Cable broadband connection with Speeds of >30Mbps and a ping test of 30ms so there is absolutely no issue from our end when it comes to the internet connection and I test after each event.
In my opinion you have sold a product that is not fit for sale and I feel that we should be due compensation due to the massive issues that this game creates. It is unbelievable that a production house as large as Bioware and a label as large as EA could even consider sending such a bug riddled and glitching game to market and expect consumers to deal with it.
Understand that I have held off condemning this product since release and before and have gone out of my way to defend it but there comes a point where enough is enough. If the multiplayer component is simply unplayable due to the product and not the consumers’ hardware then something needs to be done about it and quickly.
I understand that a patch will be available shortly however none of the "fixed" issues relate to multiplayer connectivity nor adding of local region servers.
I write this to you as a loyal customer that has become disillusioned with the current state of affairs of a game I paid $110.00 each for 2 copies and feel that I have been blatantly robbed by what feels like I am playing a beta version.
I hope you can assist.
Regards
04/08/12 at 12:16 PM
Firstly we have come across dozens of issues with glitching and issues not being able to import our characters faces and the game crashing randomly.
After being somewhat underwhelmed by the single player experience we proceeded to play through the multiplayer. The first few days after launch when we played were quite good. However as time has gone on issues have begun to steadily mount.
We are consistently finding that one or both of us are dropping from games we are both in despite us being in the same house and same internet connection with the game stating "lost connection to EA servers" We check our internet connection and no problems. Even the game itself shows we are still connected to the EA servers. This is especially concerning when only one of us drops. This results in many hours of wasted gameplay as we lose the experience and in game credits that we earn by playing the multiplayer. When this is a once off or only once a month or so issue we can be accepting of it. However when it is happening EVERY SECOND ROUND it begins to beggar belief. Additionally issues of not being able to perform any in game actions whilst connected and in at least two cases "falling through" the game map and falling so far that you actually come out the top of the game map and then hang suspended unable to do anything as well as keys not responding with their assigned actions and general screen tearing and screens unable to maintain a cohesive image further make the prospect of connecting ever more unenticing.
Tonight was finally the last straw. We along with our house mate who has the N7 Digital Collector’s edition were playing together when we dropped simultaneously no less than 3 times in addition to each one of us having at least 3 more experiences of one of us dropping but the others remaining on.
Apart from a poor gaming experience in itself, by the game simply dumping players for no apparent reason this also results in the loss of unlockables gathered within the game penalising players for something that is blatantly an issue with EA servers and not with the players. These game unlockables can be unlocked using either in game currency or Bioware points; i.e. REAL MONEY. This is extremely disturbing as you are essentially robbing customers of money by not giving them the game experience they are paying for.
We have a Cable broadband connection with Speeds of >30Mbps and a ping test of 30ms so there is absolutely no issue from our end when it comes to the internet connection and I test after each event.
In my opinion you have sold a product that is not fit for sale and I feel that we should be due compensation due to the massive issues that this game creates. It is unbelievable that a production house as large as Bioware and a label as large as EA could even consider sending such a bug riddled and glitching game to market and expect consumers to deal with it.
Understand that I have held off condemning this product since release and before and have gone out of my way to defend it but there comes a point where enough is enough. If the multiplayer component is simply unplayable due to the product and not the consumers’ hardware then something needs to be done about it and quickly.
I understand that a patch will be available shortly however none of the "fixed" issues relate to multiplayer connectivity nor adding of local region servers.
I write this to you as a loyal customer that has become disillusioned with the current state of affairs of a game I paid $110.00 each for 2 copies and feel that I have been blatantly robbed by what feels like I am playing a beta version.
I hope you can assist.
Regards
04/08/12 at 12:16 PM
#3
Posté 15 avril 2012 - 03:17
Novawing24
-
- Members
- 50 messages
Advisor: Hello *****,
Thank you for contacting Electronic Arts again.
Firstly, I genuinely appreciate your interest in "Mass Effect 3 N7 Collector's Edition". I assure you my support in getting this issue resolved.
I need some more specific information to really know what’s causing the problem. If you’re getting errors, please write down or copy and paste the error message exactly as it appears and send it to us. If you’re not getting an error but are having problems, please describe in more detail what exactly is going wrong, and what you’re trying to do when it happens.
If you have any further questions or concerns, please reply to this email.
We look forward to your reply.
At Electronic Arts, we express gratitude for your interest and request the same in the future. To know more about our online knowledgebase, please visit: http://help.ea.com/
Regards,
S******
Electronic Arts – World Wide Customer Experience
04/08/12 at 06:30 PM
Thank you for contacting Electronic Arts again.
Firstly, I genuinely appreciate your interest in "Mass Effect 3 N7 Collector's Edition". I assure you my support in getting this issue resolved.
I need some more specific information to really know what’s causing the problem. If you’re getting errors, please write down or copy and paste the error message exactly as it appears and send it to us. If you’re not getting an error but are having problems, please describe in more detail what exactly is going wrong, and what you’re trying to do when it happens.
If you have any further questions or concerns, please reply to this email.
We look forward to your reply.
At Electronic Arts, we express gratitude for your interest and request the same in the future. To know more about our online knowledgebase, please visit: http://help.ea.com/
Regards,
S******
Electronic Arts – World Wide Customer Experience
04/08/12 at 06:30 PM
#4
Posté 15 avril 2012 - 03:19
Novawing24
-
- Members
- 50 messages
You: Hello S******,
I am getting a multitude of errors. The primary ones I am getting is “Lost Connection to EA servers. You must be logged in to make use of online features” or “Lost connection to host”.
The Lost connection to host one I find especially interesting as the host is sitting 10 metres from me. Additionally the “lost connection to EA servers” is interesting as most of the time when it goes back to the main menu it clearly shows that I am connected to the EA servers.
I would be understanding of these issues if they came up once in every 100 games, however when you play for 4 hours and only get 4 or 5 games to the final round due to continuous “dropouts” it is quite frankly ridiculous.
I am connecting using cable broadband with 30Mbps speed and very low ping and I do not have this issue with any other game that I have played or currently play online. Also as I work for the broadband provider I am with I know that there have been no connectivity issues affecting my service. I have confirmed that my firewalls allow traffic for the ME3 exe and the origin client through additionally I have tried simply disabling the firewall. Unfortunately this had no effect. And the dropouts continue with frequency of 4 games in 5.
In case the original message didn’t make it through to you I have attached it below for your perusal. Additionally I have attached a copy of my dxdiag file if you require that.
I really hope that this matter is being worked on as we are not the only customers having these issues. There are a large number of customers on the Bioware Mass Effect 3 Technical forums that have also been having this issue.
If you have any more questions please let me know.
Regards
******
ORIGINAL MESSAGE:
Hello, I am writing to look to your assistance in what I feel has become a major issue. I and my partner purchased the Mass Effect 3 N7 Collector’s Edition looking forward to finishing the story arc.
Firstly we have come across dozens of issues with glitching and issues not being able to import our characters faces and the game crashing randomly.
After being somewhat underwhelmed by the single player experience we proceeded to play through the multiplayer. The first few days after launch when we played were quite good. However as time has gone on issues have begun to steadily mount.
We are consistently finding that one or both of us are dropping from games we are both in despite us being in the same house and same internet connection with the game stating "lost connection to EA servers" We check our internet connection and no problems. Even the game itself shows we are still connected to the EA servers. This is especially concerning when only one of us drops. This results in many hours of wasted gameplay as we lose the experience and in game credits that we earn by playing the multiplayer. When this is a once off or only once a month or so issue we can be accepting of it. However when it is happening EVERY SECOND ROUND it begins to beggar belief. Additionally issues of not being able to perform any in game actions whilst connected and in at least two cases "falling through" the game map and falling so far that you actually come out the top of the game map and then hang suspended unable to do anything as well as keys not responding with their assigned actions and general screen tearing and screens unable to maintain a cohesive image further make the prospect of connecting ever more unenticing.
Tonight was finally the last straw. We along with our house mate who has the N7 Digital Collector’s edition were playing together when we dropped simultaneously no less than 3 times in addition to each one of us having at least 3 more experiences of one of us dropping but the others remaining on.
Apart from a poor gaming experience in itself, by the game simply dumping players for no apparent reason this also results in the loss of unlockables gathered within the game penalising players for something that is blatantly an issue with EA servers and not with the players. These game unlockables can be unlocked using either in game currency or Bioware points; i.e. REAL MONEY. This is extremely disturbing as you are essentially robbing customers of money by not giving them the game experience they are paying for.
We have a Cable broadband connection with Speeds of >30Mbps and a ping test of 30ms so there is absolutely no issue from our end when it comes to the internet connection and I test after each event.
In my opinion you have sold a product that is not fit for sale and I feel that we should be due compensation due to the massive issues that this game creates. It is unbelievable that a production house as large as Bioware and a label as large as EA could even consider sending such a bug riddled and glitching game to market and expect consumers to deal with it.
Understand that I have held off condemning this product since release and before and have gone out of my way to defend it but there comes a point where enough is enough. If the multiplayer component is simply unplayable due to the product and not the consumers’ hardware then something needs to be done about it and quickly.
I understand that a patch will be available shortly however none of the "fixed" issues relate to multiplayer connectivity nor adding of local region servers.
I write this to you as a loyal customer that has become disillusioned with the current state of affairs of a game I paid $110.00 each for 2 copies and feel that I have been blatantly robbed by what feels like I am playing a beta version.
I hope you can assist.
From: Customer Experience [mailto:customerexperience@ea.com]
Sent: 09 April 2012 04:30
To: ********@hotmail.com
Subject: Case : Multiplayer Connectivity
[http://helporigin.se...lp_Center_Logo]
HELP CENTER
Hello ******,
Thank you for contacting Electronic Arts again.
Firstly, I genuinely appreciate your interest in "Mass Effect 3 N7 Collector's Edition". I assure you my support in getting this issue resolved.
I need some more specific information to really know what’s causing the problem. If you’re getting errors, please write down or copy and paste the error message exactly as it appears and send it to us. If you’re not getting an error but are having problems, please describe in more detail what exactly is going wrong, and what you’re trying to do when it happens.
If you have any further questions or concerns, please reply to this email.
We look forward to your reply.
At Electronic Arts, we express gratitude for your interest and request the same in the future. To know more about our online knowledgebase, please visit: http://help.ea.com/
Regards,
S*****
Electronic Arts – World Wide Customer Experience
ref:_00DE0IO80._500E01bw5z:ref
Corporate Info Legal Notices Terms of Service Privacy Policy (UPDATED)
© Electronic Arts Inc. Trademarks belong to their respective owners. All rights reserved.
04/09/12 at 10:13 AM
I am getting a multitude of errors. The primary ones I am getting is “Lost Connection to EA servers. You must be logged in to make use of online features” or “Lost connection to host”.
The Lost connection to host one I find especially interesting as the host is sitting 10 metres from me. Additionally the “lost connection to EA servers” is interesting as most of the time when it goes back to the main menu it clearly shows that I am connected to the EA servers.
I would be understanding of these issues if they came up once in every 100 games, however when you play for 4 hours and only get 4 or 5 games to the final round due to continuous “dropouts” it is quite frankly ridiculous.
I am connecting using cable broadband with 30Mbps speed and very low ping and I do not have this issue with any other game that I have played or currently play online. Also as I work for the broadband provider I am with I know that there have been no connectivity issues affecting my service. I have confirmed that my firewalls allow traffic for the ME3 exe and the origin client through additionally I have tried simply disabling the firewall. Unfortunately this had no effect. And the dropouts continue with frequency of 4 games in 5.
In case the original message didn’t make it through to you I have attached it below for your perusal. Additionally I have attached a copy of my dxdiag file if you require that.
I really hope that this matter is being worked on as we are not the only customers having these issues. There are a large number of customers on the Bioware Mass Effect 3 Technical forums that have also been having this issue.
If you have any more questions please let me know.
Regards
******
ORIGINAL MESSAGE:
Hello, I am writing to look to your assistance in what I feel has become a major issue. I and my partner purchased the Mass Effect 3 N7 Collector’s Edition looking forward to finishing the story arc.
Firstly we have come across dozens of issues with glitching and issues not being able to import our characters faces and the game crashing randomly.
After being somewhat underwhelmed by the single player experience we proceeded to play through the multiplayer. The first few days after launch when we played were quite good. However as time has gone on issues have begun to steadily mount.
We are consistently finding that one or both of us are dropping from games we are both in despite us being in the same house and same internet connection with the game stating "lost connection to EA servers" We check our internet connection and no problems. Even the game itself shows we are still connected to the EA servers. This is especially concerning when only one of us drops. This results in many hours of wasted gameplay as we lose the experience and in game credits that we earn by playing the multiplayer. When this is a once off or only once a month or so issue we can be accepting of it. However when it is happening EVERY SECOND ROUND it begins to beggar belief. Additionally issues of not being able to perform any in game actions whilst connected and in at least two cases "falling through" the game map and falling so far that you actually come out the top of the game map and then hang suspended unable to do anything as well as keys not responding with their assigned actions and general screen tearing and screens unable to maintain a cohesive image further make the prospect of connecting ever more unenticing.
Tonight was finally the last straw. We along with our house mate who has the N7 Digital Collector’s edition were playing together when we dropped simultaneously no less than 3 times in addition to each one of us having at least 3 more experiences of one of us dropping but the others remaining on.
Apart from a poor gaming experience in itself, by the game simply dumping players for no apparent reason this also results in the loss of unlockables gathered within the game penalising players for something that is blatantly an issue with EA servers and not with the players. These game unlockables can be unlocked using either in game currency or Bioware points; i.e. REAL MONEY. This is extremely disturbing as you are essentially robbing customers of money by not giving them the game experience they are paying for.
We have a Cable broadband connection with Speeds of >30Mbps and a ping test of 30ms so there is absolutely no issue from our end when it comes to the internet connection and I test after each event.
In my opinion you have sold a product that is not fit for sale and I feel that we should be due compensation due to the massive issues that this game creates. It is unbelievable that a production house as large as Bioware and a label as large as EA could even consider sending such a bug riddled and glitching game to market and expect consumers to deal with it.
Understand that I have held off condemning this product since release and before and have gone out of my way to defend it but there comes a point where enough is enough. If the multiplayer component is simply unplayable due to the product and not the consumers’ hardware then something needs to be done about it and quickly.
I understand that a patch will be available shortly however none of the "fixed" issues relate to multiplayer connectivity nor adding of local region servers.
I write this to you as a loyal customer that has become disillusioned with the current state of affairs of a game I paid $110.00 each for 2 copies and feel that I have been blatantly robbed by what feels like I am playing a beta version.
I hope you can assist.
From: Customer Experience [mailto:customerexperience@ea.com]
Sent: 09 April 2012 04:30
To: ********@hotmail.com
Subject: Case : Multiplayer Connectivity
[http://helporigin.se...lp_Center_Logo]
HELP CENTER
Hello ******,
Thank you for contacting Electronic Arts again.
Firstly, I genuinely appreciate your interest in "Mass Effect 3 N7 Collector's Edition". I assure you my support in getting this issue resolved.
I need some more specific information to really know what’s causing the problem. If you’re getting errors, please write down or copy and paste the error message exactly as it appears and send it to us. If you’re not getting an error but are having problems, please describe in more detail what exactly is going wrong, and what you’re trying to do when it happens.
If you have any further questions or concerns, please reply to this email.
We look forward to your reply.
At Electronic Arts, we express gratitude for your interest and request the same in the future. To know more about our online knowledgebase, please visit: http://help.ea.com/
Regards,
S*****
Electronic Arts – World Wide Customer Experience
ref:_00DE0IO80._500E01bw5z:ref
Corporate Info Legal Notices Terms of Service Privacy Policy (UPDATED)
© Electronic Arts Inc. Trademarks belong to their respective owners. All rights reserved.
04/09/12 at 10:13 AM
Modifié par Novawing24, 15 avril 2012 - 03:25 .
#5
Posté 15 avril 2012 - 03:20
Novawing24
-
- Members
- 50 messages
Advisor: Hello *******,
Thank you for contacting Electronic Arts again.
First of all, I really thank you for following all the troubleshooting steps diligently. Please do not worry, I assure you that I will try my best to get this resolved.
I have reviewed your case and I am providing some steps of temporary disabling the firewall and online ports which would helps you to connect to server of Mass Effect 3. I am hopeful that the below mentioned steps should help.
To disable Windows Firewall, follow these steps:
1. Click Start, click Run, type Firewall.cpl, and then click OK.
2. On the General tab, click Off (not recommended).
3. Click OK.
To temporarily disable your Anti-virus, please visit the link mentioned below:
http://www.bleepingc...opic114351.html
For specific instructions about online ports, please visit http://www.portforward.com/ or contact your router manufacturer.
If you have any further questions or concerns please reply to this email, contact via 24x7 chat support or browse our extensive knowledge base online at http://help.ea.com.
Sincerely,
G******
Electronic Arts- World Wide Customer Experience
04/09/12 at 04:52 PM
Thank you for contacting Electronic Arts again.
First of all, I really thank you for following all the troubleshooting steps diligently. Please do not worry, I assure you that I will try my best to get this resolved.
I have reviewed your case and I am providing some steps of temporary disabling the firewall and online ports which would helps you to connect to server of Mass Effect 3. I am hopeful that the below mentioned steps should help.
To disable Windows Firewall, follow these steps:
1. Click Start, click Run, type Firewall.cpl, and then click OK.
2. On the General tab, click Off (not recommended).
3. Click OK.
To temporarily disable your Anti-virus, please visit the link mentioned below:
http://www.bleepingc...opic114351.html
For specific instructions about online ports, please visit http://www.portforward.com/ or contact your router manufacturer.
If you have any further questions or concerns please reply to this email, contact via 24x7 chat support or browse our extensive knowledge base online at http://help.ea.com.
Sincerely,
G******
Electronic Arts- World Wide Customer Experience
04/09/12 at 04:52 PM
#6
Posté 15 avril 2012 - 03:23
Novawing24
-
- Members
- 50 messages
You: Hi,
I am very disappointed with the last email. It clearly indicates you do not read customers emails. If you had read the email then you would have seen that I had already TRIED disabling the firewall and was still having the same issue.
I have again attached my previous email correspondence, please review what steps I have already taken.
Regards
From: Customer Experience [mailto:customerexperience@ea.com]
Sent: 10 April 2012 02:52
To: ********@hotmail.com
Subject: Case : Multiplayer Connectivity
[http://helporigin.se...lp_Center_Logo]
HELP CENTER
Hello ******,
Thank you for contacting Electronic Arts again.
First of all, I really thank you for following all the troubleshooting steps diligently. Please do not worry, I assure you that I will try my best to get this resolved.
I have reviewed your case and I am providing some steps of temporary disabling the firewall and online ports which would helps you to connect to server of Mass Effect 3. I am hopeful that the below mentioned steps should help.
To disable Windows Firewall, follow these steps:
1. Click Start, click Run, type Firewall.cpl, and then click OK.
2. On the General tab, click Off (not recommended).
3. Click OK.
To temporarily disable your Anti-virus, please visit the link mentioned below:
http://www.bleepingc...opic114351.html
For specific instructions about online ports, please visit http://www.portforward.com/ or contact your router manufacturer.
If you have any further questions or concerns please reply to this email, contact via 24x7 chat support or browse our extensive knowledge base online at http://help.ea.com.
Sincerely,
G*******
Electronic Arts- World Wide Customer Experience
ref:_00DE0IO80._500E01bw5z:ref
Corporate Info Legal Notices Terms of Service Privacy Policy (UPDATED)
© Electronic Arts Inc. Trademarks belong to their respective owners. All rights reserved.
From: **************Sent: 09 April 2012 20:13
To: 'Customer Experience'
Subject: RE: Case : Multiplayer Connectivity
Hello S****,
I am getting a multitude of errors. The primary ones I am getting is “Lost Connection to EA servers. You must be logged in to make use of online features” or “Lost connection to host”.
The Lost connection to host one I find especially interesting as the host is sitting 10 metres from me. Additionally the “lost connection to EA servers” is interesting as most of the time when it goes back to the main menu it clearly shows that I am connected to the EA servers.
I would be understanding of these issues if they came up once in every 100 games, however when you play for 4 hours and only get 4 or 5 games to the final round due to continuous “dropouts” it is quite frankly ridiculous.
I am connecting using cable broadband with 30Mbps speed and very low ping and I do not have this issue with any other game that I have played or currently play online. Also as I work for the broadband provider I am with I know that there have been no connectivity issues affecting my service. I have confirmed that my firewalls allow traffic for the ME3 exe and the origin client through additionally I have tried simply disabling the firewall. Unfortunately this had no effect. And the dropouts continue with frequency of 4 games in 5.
In case the original message didn’t make it through to you I have attached it below for your perusal. Additionally I have attached a copy of my dxdiag file if you require that.
I really hope that this matter is being worked on as we are not the only customers having these issues. There are a large number of customers on the Bioware Mass Effect 3 Technical forums that have also been having this issue.
If you have any more questions please let me know.
Regards
ORIGINAL MESSAGE:
Hello, I am writing to look to your assistance in what I feel has become a major issue. I and my partner purchased the Mass Effect 3 N7 Collector’s Edition looking forward to finishing the story arc.
Firstly we have come across dozens of issues with glitching and issues not being able to import our characters faces and the game crashing randomly.
After being somewhat underwhelmed by the single player experience we proceeded to play through the multiplayer. The first few days after launch when we played were quite good. However as time has gone on issues have begun to steadily mount.
We are consistently finding that one or both of us are dropping from games we are both in despite us being in the same house and same internet connection with the game stating "lost connection to EA servers" We check our internet connection and no problems. Even the game itself shows we are still connected to the EA servers. This is especially concerning when only one of us drops. This results in many hours of wasted gameplay as we lose the experience and in game credits that we earn by playing the multiplayer. When this is a once off or only once a month or so issue we can be accepting of it. However when it is happening EVERY SECOND ROUND it begins to beggar belief. Additionally issues of not being able to perform any in game actions whilst connected and in at least two cases "falling through" the game map and falling so far that you actually come out the top of the game map and then hang suspended unable to do anything as well as keys not responding with their assigned actions and general screen tearing and screens unable to maintain a cohesive image further make the prospect of connecting ever more unenticing.
Tonight was finally the last straw. We along with our house mate who has the N7 Digital Collector’s edition were playing together when we dropped simultaneously no less than 3 times in addition to each one of us having at least 3 more experiences of one of us dropping but the others remaining on.
Apart from a poor gaming experience in itself, by the game simply dumping players for no apparent reason this also results in the loss of unlockables gathered within the game penalising players for something that is blatantly an issue with EA servers and not with the players. These game unlockables can be unlocked using either in game currency or Bioware points; i.e. REAL MONEY. This is extremely disturbing as you are essentially robbing customers of money by not giving them the game experience they are paying for.
We have a Cable broadband connection with Speeds of >30Mbps and a ping test of 30ms so there is absolutely no issue from our end when it comes to the internet connection and I test after each event.
In my opinion you have sold a product that is not fit for sale and I feel that we should be due compensation due to the massive issues that this game creates. It is unbelievable that a production house as large as Bioware and a label as large as EA could even consider sending such a bug riddled and glitching game to market and expect consumers to deal with it.
Understand that I have held off condemning this product since release and before and have gone out of my way to defend it but there comes a point where enough is enough. If the multiplayer component is simply unplayable due to the product and not the consumers’ hardware then something needs to be done about it and quickly.
I understand that a patch will be available shortly however none of the "fixed" issues relate to multiplayer connectivity nor adding of local region servers.
I write this to you as a loyal customer that has become disillusioned with the current state of affairs of a game I paid $110.00 each for 2 copies and feel that I have been blatantly robbed by what feels like I am playing a beta version.
I hope you can assist.
From: Customer Experience [mailto:customerexperience@ea.com]
Sent: 09 April 2012 04:30
To: *******@hotmail.com
Subject: Case : Multiplayer Connectivity
[cid:image001.png@01CD16F2.636E4480]
HELP CENTER
Hello ******,
Thank you for contacting Electronic Arts again.
Firstly, I genuinely appreciate your interest in "Mass Effect 3 N7 Collector's Edition". I assure you my support in getting this issue resolved.
I need some more specific information to really know what’s causing the problem. If you’re getting errors, please write down or copy and paste the error message exactly as it appears and send it to us. If you’re not getting an error but are having problems, please describe in more detail what exactly is going wrong, and what you’re trying to do when it happens.
If you have any further questions or concerns, please reply to this email.
We look forward to your reply.
At Electronic Arts, we express gratitude for your interest and request the same in the future. To know more about our online knowledgebase, please visit: http://help.ea.com/
Regards,
S*****
Electronic Arts – World Wide Customer Experience
ref:_00DE0IO80._500E01bw5z:ref
Corporate Info Legal Notices Terms of Service Privacy Policy (UPDATED)
© Electronic Arts Inc. Trademarks belong to their respective owners. All rights reserved.
04/09/12 at 10:17 PM
I am very disappointed with the last email. It clearly indicates you do not read customers emails. If you had read the email then you would have seen that I had already TRIED disabling the firewall and was still having the same issue.
I have again attached my previous email correspondence, please review what steps I have already taken.
Regards
From: Customer Experience [mailto:customerexperience@ea.com]
Sent: 10 April 2012 02:52
To: ********@hotmail.com
Subject: Case : Multiplayer Connectivity
[http://helporigin.se...lp_Center_Logo]
HELP CENTER
Hello ******,
Thank you for contacting Electronic Arts again.
First of all, I really thank you for following all the troubleshooting steps diligently. Please do not worry, I assure you that I will try my best to get this resolved.
I have reviewed your case and I am providing some steps of temporary disabling the firewall and online ports which would helps you to connect to server of Mass Effect 3. I am hopeful that the below mentioned steps should help.
To disable Windows Firewall, follow these steps:
1. Click Start, click Run, type Firewall.cpl, and then click OK.
2. On the General tab, click Off (not recommended).
3. Click OK.
To temporarily disable your Anti-virus, please visit the link mentioned below:
http://www.bleepingc...opic114351.html
For specific instructions about online ports, please visit http://www.portforward.com/ or contact your router manufacturer.
If you have any further questions or concerns please reply to this email, contact via 24x7 chat support or browse our extensive knowledge base online at http://help.ea.com.
Sincerely,
G*******
Electronic Arts- World Wide Customer Experience
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Corporate Info Legal Notices Terms of Service Privacy Policy (UPDATED)
© Electronic Arts Inc. Trademarks belong to their respective owners. All rights reserved.
From: **************Sent: 09 April 2012 20:13
To: 'Customer Experience'
Subject: RE: Case : Multiplayer Connectivity
Hello S****,
I am getting a multitude of errors. The primary ones I am getting is “Lost Connection to EA servers. You must be logged in to make use of online features” or “Lost connection to host”.
The Lost connection to host one I find especially interesting as the host is sitting 10 metres from me. Additionally the “lost connection to EA servers” is interesting as most of the time when it goes back to the main menu it clearly shows that I am connected to the EA servers.
I would be understanding of these issues if they came up once in every 100 games, however when you play for 4 hours and only get 4 or 5 games to the final round due to continuous “dropouts” it is quite frankly ridiculous.
I am connecting using cable broadband with 30Mbps speed and very low ping and I do not have this issue with any other game that I have played or currently play online. Also as I work for the broadband provider I am with I know that there have been no connectivity issues affecting my service. I have confirmed that my firewalls allow traffic for the ME3 exe and the origin client through additionally I have tried simply disabling the firewall. Unfortunately this had no effect. And the dropouts continue with frequency of 4 games in 5.
In case the original message didn’t make it through to you I have attached it below for your perusal. Additionally I have attached a copy of my dxdiag file if you require that.
I really hope that this matter is being worked on as we are not the only customers having these issues. There are a large number of customers on the Bioware Mass Effect 3 Technical forums that have also been having this issue.
If you have any more questions please let me know.
Regards
ORIGINAL MESSAGE:
Hello, I am writing to look to your assistance in what I feel has become a major issue. I and my partner purchased the Mass Effect 3 N7 Collector’s Edition looking forward to finishing the story arc.
Firstly we have come across dozens of issues with glitching and issues not being able to import our characters faces and the game crashing randomly.
After being somewhat underwhelmed by the single player experience we proceeded to play through the multiplayer. The first few days after launch when we played were quite good. However as time has gone on issues have begun to steadily mount.
We are consistently finding that one or both of us are dropping from games we are both in despite us being in the same house and same internet connection with the game stating "lost connection to EA servers" We check our internet connection and no problems. Even the game itself shows we are still connected to the EA servers. This is especially concerning when only one of us drops. This results in many hours of wasted gameplay as we lose the experience and in game credits that we earn by playing the multiplayer. When this is a once off or only once a month or so issue we can be accepting of it. However when it is happening EVERY SECOND ROUND it begins to beggar belief. Additionally issues of not being able to perform any in game actions whilst connected and in at least two cases "falling through" the game map and falling so far that you actually come out the top of the game map and then hang suspended unable to do anything as well as keys not responding with their assigned actions and general screen tearing and screens unable to maintain a cohesive image further make the prospect of connecting ever more unenticing.
Tonight was finally the last straw. We along with our house mate who has the N7 Digital Collector’s edition were playing together when we dropped simultaneously no less than 3 times in addition to each one of us having at least 3 more experiences of one of us dropping but the others remaining on.
Apart from a poor gaming experience in itself, by the game simply dumping players for no apparent reason this also results in the loss of unlockables gathered within the game penalising players for something that is blatantly an issue with EA servers and not with the players. These game unlockables can be unlocked using either in game currency or Bioware points; i.e. REAL MONEY. This is extremely disturbing as you are essentially robbing customers of money by not giving them the game experience they are paying for.
We have a Cable broadband connection with Speeds of >30Mbps and a ping test of 30ms so there is absolutely no issue from our end when it comes to the internet connection and I test after each event.
In my opinion you have sold a product that is not fit for sale and I feel that we should be due compensation due to the massive issues that this game creates. It is unbelievable that a production house as large as Bioware and a label as large as EA could even consider sending such a bug riddled and glitching game to market and expect consumers to deal with it.
Understand that I have held off condemning this product since release and before and have gone out of my way to defend it but there comes a point where enough is enough. If the multiplayer component is simply unplayable due to the product and not the consumers’ hardware then something needs to be done about it and quickly.
I understand that a patch will be available shortly however none of the "fixed" issues relate to multiplayer connectivity nor adding of local region servers.
I write this to you as a loyal customer that has become disillusioned with the current state of affairs of a game I paid $110.00 each for 2 copies and feel that I have been blatantly robbed by what feels like I am playing a beta version.
I hope you can assist.
From: Customer Experience [mailto:customerexperience@ea.com]
Sent: 09 April 2012 04:30
To: *******@hotmail.com
Subject: Case : Multiplayer Connectivity
[cid:image001.png@01CD16F2.636E4480]
HELP CENTER
Hello ******,
Thank you for contacting Electronic Arts again.
Firstly, I genuinely appreciate your interest in "Mass Effect 3 N7 Collector's Edition". I assure you my support in getting this issue resolved.
I need some more specific information to really know what’s causing the problem. If you’re getting errors, please write down or copy and paste the error message exactly as it appears and send it to us. If you’re not getting an error but are having problems, please describe in more detail what exactly is going wrong, and what you’re trying to do when it happens.
If you have any further questions or concerns, please reply to this email.
We look forward to your reply.
At Electronic Arts, we express gratitude for your interest and request the same in the future. To know more about our online knowledgebase, please visit: http://help.ea.com/
Regards,
S*****
Electronic Arts – World Wide Customer Experience
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Corporate Info Legal Notices Terms of Service Privacy Policy (UPDATED)
© Electronic Arts Inc. Trademarks belong to their respective owners. All rights reserved.
04/09/12 at 10:17 PM
#7
Posté 15 avril 2012 - 03:24
Novawing24
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- Members
- 50 messages
Advisor: Hello ********,
Thank you for getting back to us.
I received your mail and found that you are still facing issue with connectivity. I would suggest that you may try running your system using the Windows clean boot option. That way you would be able to locate any program that might be interfering with the game. The instructions for clean booting your operating system can be found at the below given link: - http://support.microsoft.com/kb/929135
If the connectivity issue still persists, please run a trace for us to review. To get the file named UO Trace please follow the instructions given below:
To Run a UO Trace:
1.If the customer doesn’t already have the UO Trace tool, direct them to http://support.uo.com/latency.html to download and install the tool.
2.Have the customer launch the application.
3.Next they should click “Options”.
4.Click “Advanced”.
5.After opening the “Advanced” option, have the customer type in the address of the server to ping.
1.For EA servers, easo.ea.com
6.Next, have them click the Trace Route button to display results.
Once you are through, please attach the file to this incident so we can see any connectivity issues that may be present.
Electronic Arts values your affiliation and looks forward to hear from you. Also, in case of any help, please get in touch with us anytime. Alternatively, please visit our extensive knowledgebase online: http://help.ea.com/
Regards,
G*******
Electronic Arts- World Wide Customer Experience
04/09/12 at 10:37 PM
Thank you for getting back to us.
I received your mail and found that you are still facing issue with connectivity. I would suggest that you may try running your system using the Windows clean boot option. That way you would be able to locate any program that might be interfering with the game. The instructions for clean booting your operating system can be found at the below given link: - http://support.microsoft.com/kb/929135
If the connectivity issue still persists, please run a trace for us to review. To get the file named UO Trace please follow the instructions given below:
To Run a UO Trace:
1.If the customer doesn’t already have the UO Trace tool, direct them to http://support.uo.com/latency.html to download and install the tool.
2.Have the customer launch the application.
3.Next they should click “Options”.
4.Click “Advanced”.
5.After opening the “Advanced” option, have the customer type in the address of the server to ping.
1.For EA servers, easo.ea.com
6.Next, have them click the Trace Route button to display results.
Once you are through, please attach the file to this incident so we can see any connectivity issues that may be present.
Electronic Arts values your affiliation and looks forward to hear from you. Also, in case of any help, please get in touch with us anytime. Alternatively, please visit our extensive knowledgebase online: http://help.ea.com/
Regards,
G*******
Electronic Arts- World Wide Customer Experience
04/09/12 at 10:37 PM
#8
Posté 15 avril 2012 - 03:25
Novawing24
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- Members
- 50 messages
You: Hello,
Unfortunately the clean boot option has not helped. I am still having issues with connecting to the EA servers and having it drop me when I am middle of a multiplayer match. I have just lost connection during a game on Gold where I was in the last wave and now have lost all of the XP and in game credits gained after nearly an hour in game.
I have attached the UO trace results for your analysis.
Regards
From: Customer Experience [mailto:customerexperience@ea.com]
Sent: 10 April 2012 08:37
To: *******@hotmail.com
Subject: Case : Multiplayer Connectivity
[http://helporigin.se...lp_Center_Logo]
HELP CENTER
Hello *******,
Thank you for getting back to us.
I received your mail and found that you are still facing issue with connectivity. I would suggest that you may try running your system using the Windows clean boot option. That way you would be able to locate any program that might be interfering with the game. The instructions for clean booting your operating system can be found at the below given link: - http://support.microsoft.com/kb/929135
If the connectivity issue still persists, please run a trace for us to review. To get the file named UO Trace please follow the instructions given below:
To Run a UO Trace:
1.If the customer doesn’t already have the UO Trace tool, direct them to http://support.uo.com/latency.html to download and install the tool.
2.Have the customer launch the application.
3.Next they should click “Options”.
4.Click “Advanced”.
5.After opening the “Advanced” option, have the customer type in the address of the server to ping.
1.For EA servers, easo.ea.com
6.Next, have them click the Trace Route button to display results.
Once you are through, please attach the file to this incident so we can see any connectivity issues that may be present.
Electronic Arts values your affiliation and looks forward to hear from you. Also, in case of any help, please get in touch with us anytime. Alternatively, please visit our extensive knowledgebase online: http://help.ea.com/
Regards,
G******
Electronic Arts- World Wide Customer Experience
ref:_00DE0IO80._500E01bw5z:ref
Corporate Info Legal Notices Terms of Service Privacy Policy (UPDATED)
© Electronic Arts Inc. Trademarks belong to their respective owners. All rights reserved.
04/13/12 at 01:03 AM
Unfortunately the clean boot option has not helped. I am still having issues with connecting to the EA servers and having it drop me when I am middle of a multiplayer match. I have just lost connection during a game on Gold where I was in the last wave and now have lost all of the XP and in game credits gained after nearly an hour in game.
I have attached the UO trace results for your analysis.
Regards
From: Customer Experience [mailto:customerexperience@ea.com]
Sent: 10 April 2012 08:37
To: *******@hotmail.com
Subject: Case : Multiplayer Connectivity
[http://helporigin.se...lp_Center_Logo]
HELP CENTER
Hello *******,
Thank you for getting back to us.
I received your mail and found that you are still facing issue with connectivity. I would suggest that you may try running your system using the Windows clean boot option. That way you would be able to locate any program that might be interfering with the game. The instructions for clean booting your operating system can be found at the below given link: - http://support.microsoft.com/kb/929135
If the connectivity issue still persists, please run a trace for us to review. To get the file named UO Trace please follow the instructions given below:
To Run a UO Trace:
1.If the customer doesn’t already have the UO Trace tool, direct them to http://support.uo.com/latency.html to download and install the tool.
2.Have the customer launch the application.
3.Next they should click “Options”.
4.Click “Advanced”.
5.After opening the “Advanced” option, have the customer type in the address of the server to ping.
1.For EA servers, easo.ea.com
6.Next, have them click the Trace Route button to display results.
Once you are through, please attach the file to this incident so we can see any connectivity issues that may be present.
Electronic Arts values your affiliation and looks forward to hear from you. Also, in case of any help, please get in touch with us anytime. Alternatively, please visit our extensive knowledgebase online: http://help.ea.com/
Regards,
G******
Electronic Arts- World Wide Customer Experience
ref:_00DE0IO80._500E01bw5z:ref
Corporate Info Legal Notices Terms of Service Privacy Policy (UPDATED)
© Electronic Arts Inc. Trademarks belong to their respective owners. All rights reserved.
04/13/12 at 01:03 AM
#9
Posté 15 avril 2012 - 03:30
Novawing24
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- Members
- 50 messages
Advisor: Hello ******,
Thank you for getting back to us.
I have checked your UO trace details and this is not the complete details. Please run the UO trace again and then provide us full information.
Once you are through, please attach the file to this incident so we can see any connectivity issues that may be present.
Electronic Arts values your affiliation and looks forward to hear from you. Also, in case of any help, please get in touch with us anytime. Alternatively, please visit our extensive knowledgebase online: http://help.ea.com/
Regards,
G******
Electronic Arts- World Wide Customer Experience
04/13/12 at 01:47 AM
Thank you for getting back to us.
I have checked your UO trace details and this is not the complete details. Please run the UO trace again and then provide us full information.
Once you are through, please attach the file to this incident so we can see any connectivity issues that may be present.
Electronic Arts values your affiliation and looks forward to hear from you. Also, in case of any help, please get in touch with us anytime. Alternatively, please visit our extensive knowledgebase online: http://help.ea.com/
Regards,
G******
Electronic Arts- World Wide Customer Experience
04/13/12 at 01:47 AM
#10
Posté 15 avril 2012 - 03:31
Novawing24
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- Members
- 50 messages
You: Hello,
That is the full result. At the end it stated "maximum number of hops exceeded".
________________________________
From: Customer Experience
Sent: 13/04/2012 11:47
To: *******@hotmail.com
Subject: Case : Multiplayer Connectivity
[http://helporigin.se...lp_Center_Logo] HELP CENTER
Hello *******,
Thank you for getting back to us.
I have checked your UO trace details and this is not the complete details. Please run the UO trace again and then provide us full information.
Once you are through, please attach the file to this incident so we can see any connectivity issues that may be present.
Electronic Arts values your affiliation and looks forward to hear from you. Also, in case of any help, please get in touch with us anytime. Alternatively, please visit our extensive knowledgebase online: http://help.ea.com/
Regards,
G******
Electronic Arts- World Wide Customer Experience
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Corporate Info Legal Notices Terms of Service Privacy Policy (UPDATED)
© Electronic Arts Inc. Trademarks belong to their respective owners. All rights reserved.
04/13/12 at 02:21 AM
That is the full result. At the end it stated "maximum number of hops exceeded".
________________________________
From: Customer Experience
Sent: 13/04/2012 11:47
To: *******@hotmail.com
Subject: Case : Multiplayer Connectivity
[http://helporigin.se...lp_Center_Logo] HELP CENTER
Hello *******,
Thank you for getting back to us.
I have checked your UO trace details and this is not the complete details. Please run the UO trace again and then provide us full information.
Once you are through, please attach the file to this incident so we can see any connectivity issues that may be present.
Electronic Arts values your affiliation and looks forward to hear from you. Also, in case of any help, please get in touch with us anytime. Alternatively, please visit our extensive knowledgebase online: http://help.ea.com/
Regards,
G******
Electronic Arts- World Wide Customer Experience
ref:_00DE0IO80._500E01bw5z:ref
Corporate Info Legal Notices Terms of Service Privacy Policy (UPDATED)
© Electronic Arts Inc. Trademarks belong to their respective owners. All rights reserved.
04/13/12 at 02:21 AM
#11
Posté 15 avril 2012 - 03:35
Novawing24
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- Members
- 50 messages
You: Hello,
I have re-run the trace again, apologies, I didn’t realise by default it only ran a certain number of hops before stopping.
[it took 21 hops and still couldn't get to the server!]
Please find attached the latest run of the UOtrace utility.
Regards
From: Customer Experience [mailto:customerexperience@ea.com]
Sent: 13 April 2012 12:38
To: ******@hotmail.com
Subject: Case : Multiplayer Connectivity
[http://helporigin.se...lp_Center_Logo]
HELP CENTER
Hello *******,
Thank you for writing back to us.
I know this is annoying for you. However, we need more details in UO trace to investigate the issue further. Please run the UO trace once again, we are very close in resolving this issue.
I know you have been disappointed, but it was never our intention. At Electronic Arts, we value you immensely and request your affiliation in the future. To know more about EA Games, please visit our extensive knowledgebase online: http://help.ea.com/
Regards,
G******
Electronic Arts- World Wide Customer Experience
ref:_00DE0IO80._500E01bw5z:ref
Corporate Info Legal Notices Terms of Service Privacy Policy (UPDATED)
© Electronic Arts Inc. Trademarks belong to their respective owners. All rights reserved.
04/13/12 at 01:26 PM
I have re-run the trace again, apologies, I didn’t realise by default it only ran a certain number of hops before stopping.
[it took 21 hops and still couldn't get to the server!]
Please find attached the latest run of the UOtrace utility.
Regards
From: Customer Experience [mailto:customerexperience@ea.com]
Sent: 13 April 2012 12:38
To: ******@hotmail.com
Subject: Case : Multiplayer Connectivity
[http://helporigin.se...lp_Center_Logo]
HELP CENTER
Hello *******,
Thank you for writing back to us.
I know this is annoying for you. However, we need more details in UO trace to investigate the issue further. Please run the UO trace once again, we are very close in resolving this issue.
I know you have been disappointed, but it was never our intention. At Electronic Arts, we value you immensely and request your affiliation in the future. To know more about EA Games, please visit our extensive knowledgebase online: http://help.ea.com/
Regards,
G******
Electronic Arts- World Wide Customer Experience
ref:_00DE0IO80._500E01bw5z:ref
Corporate Info Legal Notices Terms of Service Privacy Policy (UPDATED)
© Electronic Arts Inc. Trademarks belong to their respective owners. All rights reserved.
04/13/12 at 01:26 PM
#12
Posté 15 avril 2012 - 03:36
Novawing24
-
- Members
- 50 messages
Advisor: Hello *******,
Thank you for Contacting Electronic Arts.
I have checked the UO trace report provided by you and please let me clarify that the report is uncompleted or you have to send it again.
Please try to run the UO Trace again and then send it again by replying this email. However, if you have any difficulty to attach it or date might be lost then you can paste it to this email.
We look forward to your reply.
Should you have any further questions, please take a moment to review our Knowledge Base site at http://help.ea.com or do let us know.
Sincerely,
K******
Electronic Arts – World Wide Customer Experience.
04/13/12 at 06:41 PM
Thank you for Contacting Electronic Arts.
I have checked the UO trace report provided by you and please let me clarify that the report is uncompleted or you have to send it again.
Please try to run the UO Trace again and then send it again by replying this email. However, if you have any difficulty to attach it or date might be lost then you can paste it to this email.
We look forward to your reply.
Should you have any further questions, please take a moment to review our Knowledge Base site at http://help.ea.com or do let us know.
Sincerely,
K******
Electronic Arts – World Wide Customer Experience.
04/13/12 at 06:41 PM
#13
Posté 15 avril 2012 - 03:36
Novawing24
-
- Members
- 50 messages
You: Hi there,
I have run the report again and got the same results I last forwarded you. I am attaching the results that I have just re-run. I have also attached a screen shot of those same results in the utility along with a screen shot showing the settings I am using.
If there is an incorrect setting please advise.
Regards
From: Customer Experience [mailto:customerexperience@ea.com]
Sent: 14 April 2012 04:42
To: *******@hotmail.com
Subject: Case : Multiplayer Connectivity
[http://helporigin.se...lp_Center_Logo]
HELP CENTER
Hello ******,
Thank you for Contacting Electronic Arts.
I have checked the UO trace report provided by you and please let me clarify that the report is uncompleted or you have to send it again.
Please try to run the UO Trace again and then send it again by replying this email. However, if you have any difficulty to attach it or date might be lost then you can paste it to this email.
We look forward to your reply.
Should you have any further questions, please take a moment to review our Knowledge Base site at http://help.ea.com or do let us know.
Sincerely,
K******
Electronic Arts – World Wide Customer Experience.
ref:_00DE0IO80._500E01bw5z:ref
Corporate Info Legal Notices Terms of Service Privacy Policy (UPDATED)
© Electronic Arts Inc. Trademarks belong to their respective owners. All rights reserved.
04/14/12 at 08:59 AM
I have run the report again and got the same results I last forwarded you. I am attaching the results that I have just re-run. I have also attached a screen shot of those same results in the utility along with a screen shot showing the settings I am using.
If there is an incorrect setting please advise.
Regards
From: Customer Experience [mailto:customerexperience@ea.com]
Sent: 14 April 2012 04:42
To: *******@hotmail.com
Subject: Case : Multiplayer Connectivity
[http://helporigin.se...lp_Center_Logo]
HELP CENTER
Hello ******,
Thank you for Contacting Electronic Arts.
I have checked the UO trace report provided by you and please let me clarify that the report is uncompleted or you have to send it again.
Please try to run the UO Trace again and then send it again by replying this email. However, if you have any difficulty to attach it or date might be lost then you can paste it to this email.
We look forward to your reply.
Should you have any further questions, please take a moment to review our Knowledge Base site at http://help.ea.com or do let us know.
Sincerely,
K******
Electronic Arts – World Wide Customer Experience.
ref:_00DE0IO80._500E01bw5z:ref
Corporate Info Legal Notices Terms of Service Privacy Policy (UPDATED)
© Electronic Arts Inc. Trademarks belong to their respective owners. All rights reserved.
04/14/12 at 08:59 AM
#14
Posté 15 avril 2012 - 03:37
Novawing24
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- Members
- 50 messages
Advisor: Hello ********,
Thank you for contacting Electronic Arts Customer
Support.
As I have been assigned to your issue, and would be happy to assist you in this matter. I understand how frustrating (summarize issue) can be. In order to best troubleshoot your issue, we will need additional system information. As a next troubleshooting step, please run a trace for us to review. The UO trace file that you have send is incomplete so without knowing your UO trace file report we cannot troubleshoot you issue. So please send us the report once more.
1. Using your Internet browser on your PC, click the following link to download the UO trace program:
ftp://ftp.ea.com/pub/origin/patches/uo/uotrace.exe
2. Run UOTrace. (If a pop-up box appears telling you 'UO Server List not found,' click No.)
3. Click the Options menu at the top of the window and select Advanced.
4. In the rectangular window where the server is listed, type in master.gamespy.com.
5. Click the Trace Route button, which is the fourth button from the left.
6. After the trace route has completed, click the Poll button, which is two buttons to the right of the Trace
Route button.
7. Let it send around 100 or so packets then click Stop Poll.
8. Click Edit and select Copy.
9. Click the Start button (Windows button for Microsoft Windows Vista) on the Windows Taskbar.
10. Select All Programs.
11. Select Accessories.
12. Click Notepad.
13. From the menu toolbar, click Edit and click Paste.
14. From the menu toolbar, click File and click Save.
15. Repeat steps 2 through 14 so that you have two separate files for us to compare and review. (please copy and paste the data in the body of the email)
16. Reply to this email with both files added as attachments and having answered the questions below:
What is your account name?
What is the e-mail address associated to it?
A detailed account on the events that occurred which lead to this issue. (Please include exact error messages, if any.)
Do you run other programs while playing the game? (i.e., music players, down-loaders, web browsers)
Did this game ever run fine online before?
Who is your Internet Service Provider?
What type of connection do you have?
Is your Internet connection shared (i.e., in a workplace, apartment complex, educational institution)?
Do you have any other device that is connected to the router or modem?
Is your wireless network secure?
Do you have a router? If so, is it wired or wireless? What is the brand and model.
I am looking forward to your reply.
We at Electronic Arts, assign pivotal importance to offer exceptional service to our customers and believe in exploring all the possibilities in doing so. However, we apologize for having disappointed you unintentionally. Your affiliation is valued by EA and requests it in the future. To know more about our online assistance, please visit: http://help.ea.com/
Regards,
K********
Electronic Arts- World Wide Customer Experience
04/14/12 at 02:16 PM
Thank you for contacting Electronic Arts Customer
Support.
As I have been assigned to your issue, and would be happy to assist you in this matter. I understand how frustrating (summarize issue) can be. In order to best troubleshoot your issue, we will need additional system information. As a next troubleshooting step, please run a trace for us to review. The UO trace file that you have send is incomplete so without knowing your UO trace file report we cannot troubleshoot you issue. So please send us the report once more.
1. Using your Internet browser on your PC, click the following link to download the UO trace program:
ftp://ftp.ea.com/pub/origin/patches/uo/uotrace.exe
2. Run UOTrace. (If a pop-up box appears telling you 'UO Server List not found,' click No.)
3. Click the Options menu at the top of the window and select Advanced.
4. In the rectangular window where the server is listed, type in master.gamespy.com.
5. Click the Trace Route button, which is the fourth button from the left.
6. After the trace route has completed, click the Poll button, which is two buttons to the right of the Trace
Route button.
7. Let it send around 100 or so packets then click Stop Poll.
8. Click Edit and select Copy.
9. Click the Start button (Windows button for Microsoft Windows Vista) on the Windows Taskbar.
10. Select All Programs.
11. Select Accessories.
12. Click Notepad.
13. From the menu toolbar, click Edit and click Paste.
14. From the menu toolbar, click File and click Save.
15. Repeat steps 2 through 14 so that you have two separate files for us to compare and review. (please copy and paste the data in the body of the email)
16. Reply to this email with both files added as attachments and having answered the questions below:
What is your account name?
What is the e-mail address associated to it?
A detailed account on the events that occurred which lead to this issue. (Please include exact error messages, if any.)
Do you run other programs while playing the game? (i.e., music players, down-loaders, web browsers)
Did this game ever run fine online before?
Who is your Internet Service Provider?
What type of connection do you have?
Is your Internet connection shared (i.e., in a workplace, apartment complex, educational institution)?
Do you have any other device that is connected to the router or modem?
Is your wireless network secure?
Do you have a router? If so, is it wired or wireless? What is the brand and model.
I am looking forward to your reply.
We at Electronic Arts, assign pivotal importance to offer exceptional service to our customers and believe in exploring all the possibilities in doing so. However, we apologize for having disappointed you unintentionally. Your affiliation is valued by EA and requests it in the future. To know more about our online assistance, please visit: http://help.ea.com/
Regards,
K********
Electronic Arts- World Wide Customer Experience
04/14/12 at 02:16 PM
#15
Posté 15 avril 2012 - 03:39
Novawing24
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- Members
- 50 messages
You: Hi there,
As requested I have run two separate traces and polls of “master.gamespy.com” as requested. The data is attached in the two txt files.
Additionally as requested I have answered the questions in your email below:
What is your account name?
Novawing24
What is the e-mail address associated to it?
*******@hotmail.com
A detailed account on the events that occurred which lead to this issue. (Please include exact error messages, if any.)
Please refer to my previous emails for this information
Do you run other programs while playing the game? (i.e., music players, down-loaders, web browsers)
Only origin and occasionally steam. Since beginning this troubleshooting process I have NOT run any programs in the background whilst attempting to play
Did this game ever run fine online before?
It has always had communication issues. The initial few days of release it could not play multiplayer at all. Then for approximately 1 week it would drop the EA connection approximately 1 in 20 games. Now it is almost every game
Who is your Internet Service Provider?
********
What type of connection do you have?
Cable broadband (30Mbps)
Is your Internet connection shared (i.e., in a workplace, apartment complex, educational institution)?
It is a home network with 2 other computers. We are a detached house. Be advised that although there are two computers attached whilst playing and troubleshooting there are no programs running on the other PC or the other PC has been turned off.
Do you have any other device that is connected to the router or modem?
I have my computer and and a printer connected to the router
Is your wireless network secure?
Yes, but this computer connects by Ethernet to the modem then router
Do you have a router? If so, is it wired or wireless? What is the brand and model
Yes, D-link DIR-635
I look forward to your response
Regards
As requested I have run two separate traces and polls of “master.gamespy.com” as requested. The data is attached in the two txt files.
Additionally as requested I have answered the questions in your email below:
What is your account name?
Novawing24
What is the e-mail address associated to it?
*******@hotmail.com
A detailed account on the events that occurred which lead to this issue. (Please include exact error messages, if any.)
Please refer to my previous emails for this information
Do you run other programs while playing the game? (i.e., music players, down-loaders, web browsers)
Only origin and occasionally steam. Since beginning this troubleshooting process I have NOT run any programs in the background whilst attempting to play
Did this game ever run fine online before?
It has always had communication issues. The initial few days of release it could not play multiplayer at all. Then for approximately 1 week it would drop the EA connection approximately 1 in 20 games. Now it is almost every game
Who is your Internet Service Provider?
********
What type of connection do you have?
Cable broadband (30Mbps)
Is your Internet connection shared (i.e., in a workplace, apartment complex, educational institution)?
It is a home network with 2 other computers. We are a detached house. Be advised that although there are two computers attached whilst playing and troubleshooting there are no programs running on the other PC or the other PC has been turned off.
Do you have any other device that is connected to the router or modem?
I have my computer and and a printer connected to the router
Is your wireless network secure?
Yes, but this computer connects by Ethernet to the modem then router
Do you have a router? If so, is it wired or wireless? What is the brand and model
Yes, D-link DIR-635
I look forward to your response
Regards
Modifié par Novawing24, 15 avril 2012 - 11:08 .
#16
Posté 15 avril 2012 - 03:54
SeeNoEvilHearNoEvil
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- Members
- 267 messages
LOL
In case you are willing and able to pay 20$, either via credit card or pay pal, we will be able to resolve your problems right now, otherwise we are more than happy to go on and on and on and on...
In case you are willing and able to pay 20$, either via credit card or pay pal, we will be able to resolve your problems right now, otherwise we are more than happy to go on and on and on and on...
#17
Posté 15 avril 2012 - 05:51
darth_lopez
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- Members
- 2 505 messages
Wow, god i feel bad for you Novawing I mean i knew EA supprot was terrible but o.o
#18
Posté 15 avril 2012 - 11:10
Novawing24
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- Members
- 50 messages
My personal favourite from them was this:-
I understand how frustrating (summarize issue) can be.
#19
Posté 15 avril 2012 - 11:13
Novawing24
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- Members
- 50 messages
Advisor: Hello ******,
Thank you for contacting Electronic Arts again.
I appreciate your involvement towards resolving the issue. Please follow the below steps to disable UpNP and try to play multiplayer.
To get inside your router and access its control panel:
1. Type the router’s internal IP address into your web browser on a computer on your network (IP addresses are different for each router. For DLink, it's http://192.168.0.1., for Linksys routers it’s http://192.168.1.1, and http://192.168.2.1 for several other brands. Check your router’s manual if none of these work for you.)
2. Click the Tools tab, then the Misc button.
3. Click Disabled next to the UPNP listing.
4. Be sure to click Apply to update the router with this new setting.
We at Electronic Arts appreciate your efforts and involvement in our Games and take this opportunity to express our
gratitude and extend support throughout. Please feel free to get in touch with us anytime. Also, please access our online knowledge base on: http://help.ea.com/
Regards,
S******
Electronic Arts- World Wide Customer Experience
04/15/12 at 04:42 AM
Thank you for contacting Electronic Arts again.
I appreciate your involvement towards resolving the issue. Please follow the below steps to disable UpNP and try to play multiplayer.
To get inside your router and access its control panel:
1. Type the router’s internal IP address into your web browser on a computer on your network (IP addresses are different for each router. For DLink, it's http://192.168.0.1., for Linksys routers it’s http://192.168.1.1, and http://192.168.2.1 for several other brands. Check your router’s manual if none of these work for you.)
2. Click the Tools tab, then the Misc button.
3. Click Disabled next to the UPNP listing.
4. Be sure to click Apply to update the router with this new setting.
We at Electronic Arts appreciate your efforts and involvement in our Games and take this opportunity to express our
gratitude and extend support throughout. Please feel free to get in touch with us anytime. Also, please access our online knowledge base on: http://help.ea.com/
Regards,
S******
Electronic Arts- World Wide Customer Experience
04/15/12 at 04:42 AM
#20
Posté 15 avril 2012 - 11:18
Revay.l
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- Members
- 3 messages
For all mmo, online game what i played this looks so familiar. No reading mails, repeating themself again and again is all companies the same.
#21
Posté 15 avril 2012 - 01:44
MrMcDoll
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- Members
- 131 messages
And people wonder why gamers go postal eh? Nothing to do with the violence in videogames it seems...
#22
Posté 15 avril 2012 - 03:34
Lukovitch
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- Members
- 17 messages
Firstly, I genuinely appreciate your interest in "Mass Effect 3 N7 Collector's Edition". I assure you my support in getting this issue resolved.
Ha ha hahahah. If that's not a tin canned response I'm a fish. If only the resolution was on par with the assurances.
#23
Posté 15 avril 2012 - 04:31
darth_lopez
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- Members
- 2 505 messages
MrMcDoll wrote...
And people wonder why gamers go postal eh? Nothing to do with the violence in videogames it seems...
well said sir
Modifié par darth_lopez, 15 avril 2012 - 04:31 .
#24
Posté 15 avril 2012 - 04:51
Captain_Obvious_au
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- Members
- 2 226 messages
The guy is right, at least in my case, in disabling UPnP in your modem. I had massive drop-out issues, including one that happened 30 seconds to extraction. As soon as I disabled UPnP I haven't had a single drop-out after having about 7 in a row.
#25
Posté 16 avril 2012 - 03:07
Tabibito02
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- Members
- 17 messages
Today I was able to access the Resurgence content by turning off UPnP.
