60 réponses à ce sujet

[Novawing24]

You: Hello,

Please be advised that turning off UPNP has not fully resolved the issue. Initially after doing so I was able to connect and play several games. However after approximately 20 games I am still getting the error “Lost connection to Mass effect 3 servers you must be connected to use online features” in 1 game in 5.

It is also interesting to note that the step to disable UPNP is counter to information published by Bioware on their tech support forum. (http://social.biowar...index/9271235/1)

I look forward to your next response,

Regards




From: Customer Experience [mailto:customerexperience@ea.com]
Sent: 15 April 2012 14:43
To: ********@hotmail.com
Subject: Case : Multiplayer Connectivity







[cid:image001.png@01CD1C0A.088AFEB0]

HELP CENTER












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



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04/16/12 at 09:54 AM

[Novawing24]

Advisor: Hello *******,

Thank you for contacting Electronic Arts again.

I appreciate your patience and co-operation in this matter, It's really incredible. Actually, I need uo trace complete information from you and it should be two file. I have attached one article with this email which will help you in generating uo trace file and how to attach with the email to reply.

If you have any further questions or concerns, please reply to this email or browse our extensive knowledge base online at http://help.ea.com.

Best Regards,
S*******
Electronic Arts – World Wide Customer Experience

04/16/12 at 12:23 PM

[Novawing24]

You: Hi,

I was under the impression I had sent you that trace information multiple times.

Additionally there were no attachments in your email nor on my case file on customersupport.ea.com.

Regardless, I have attached yet again a trace report for easo.ea.com and have done a poll of the trace as well. This trace has been done with UPNP DISABLED on my router.

Again once the trace has finished it doesn’t actually say “trace complete” so if there are specific settings that need to be done please advise. For the settings I am using please refer the screenshot I have yet again provided.

Awaiting your next response.

Regards

[darth_lopez]

whats funny is bioware says to enable UPNP while EA says to disable it.

lmao, i'm sorry novawing this situation is sooo fubared it's hilarious.

Modifié par darth_lopez, 16 avril 2012 - 05:18 .

[Novawing24]

Advisor: Hello ********,

Thank you for contacting Electronic Arts again.

We want to get you an effective resolution so that going to escalate this issue to higher department. Our senior team is well equipped to handle such issues and I’m confident we’ll solve the issue and suggest alternatives.

Due to a back log of contacts, the current estimated time for response is 1 – 2 weeks. We apologize for the lengthy response time, and we are working diligently to return to an acceptable level of response time. During this time, you may still update your case with additional information that might help us to resolve your issue without causing any additional delay.

We appreciate your patience and cooperation. Please be assured that your concern is our priority.

Regards,
V******
Electronic Arts – World Wide Customer Experience

04/16/12 at 06:22 PM

[Novawing24]

darth_lopez wrote...

whats funny is bioware says to enable UPNP while EA says to disable it.

lmao, i'm sorry novawing this situation is sooo fubared it's hilarious.

You'll just love the most recent one above then!!!!

1-2 weeks for an issue that has been ongoing for the community for over a month...... nice work EA 

[darth_lopez]

xD OMFG lmao! It just keeps getting worse.

[Lukovitch]

Novawing24 wrote...

darth_lopez wrote...

whats funny is bioware says to enable UPNP while EA says to disable it.

lmao, i'm sorry novawing this situation is sooo fubared it's hilarious.

You'll just love the most recent one above then!!!!

1-2 weeks for an issue that has been ongoing for the community for over a month...... nice work EA 

You need an award for patience, I would have lost it by now, or thrown my PC out the window. 

FYI, disabling UPNP on my modem did not solve the proplem.

[snarf001]

Disabling UPNP does not work, it was enabled before Resurgence and I rarely encountered connection problems, just the crashes but it worked better. Only Mass Effect 3 MP do I get crashes, connection loss and freezes. Why can't they just come out straight and tell us yes, the servers are horriblly bad, we need to fix stability. If the store doesn't even work as intended, its likely other aspect of the MP game is suffering from the same problem too.

[Speedoburito]

****ing Ea.

[CenturyCrow]

There have been many threads in MP about “Lost Connection.” Over the weekend it was occurring frequently to me, including during purchasing a pack which I lost. I've uninstalled Origin and downloading ME 3 again in the hopes that it might resolve the problem. I really doubt it, but based on your experience with Support (and my own experiences), a lot of issues are being left unsolved, plus Origin is Beta.

I suspect the problem is tangled up in the way ME 3 and Origin operate. With the Origin overlay, it just adds more potential for things to go wrong and more difficult to trace. Instead of everything being in the game file. The game program seems to be checking for DLC whenever you change modes. And on several occasions I was unable to play even single player because the DLC could not be authorized, which was contrary to what BioWare said.

Maybe the MP portion should have been a separate program, which would have made it much easier to track and fix problems. But that doesn't seem to be the EA way of doing things.

[Eliott666]

At the least, the system should record your gain in credits and XP and send them directly. Finishing 11 waves and then getting a lost connection, hence losing everything is not just annoying, it's infuriating. I also bought some Bioware points, bought a Special Spectre Pack and got disconnected. I never got the pack and I do not know even where I should complain about that.

These issues are VERY unprofessional. Don't give me more candy but make sure the ones you've alerady given me are good in the first place!

[Eliott666]

Well, that was the last disconnected MP.....I uninstall ME3 and Origin...
Time to play another game!

See ya EA!

[daemonbreath]

These issues are probably a little difficult to troubleshoot on someone's home system.  I would have thought that enough people have reported the same issues that their technical department should be in the process of attempting to recreate the problems and fix them - maybe they only get to that state if we all call the customer service line and go through the same pain you have?

All I can say is thank you for going through with this as it saves most of us with these issues, the pain of talking to support.  On the plus side it can provide the odd amusing read , although I am painfully aware there is nothing funny about these issues (1 second to go before extraction and bam!)

I must say I am also slightly puzzled by the lack of acknowledgement of this issue.  Most software companies will at least list bugs their software encounters so that the customers know they are working on the issue.

[Novawing24]

Thanks for the support guys.

I really wanted to
a) help the community by showing the steps taken to trouble shoot
give Bioware and EA an idea of how painful it is to deal with customer support
And c) because it helps keep me sane to keep putting this up.

If it wasn't so ridiculous it would be even more hilarious. And demonbreath it is definitely rage inducing to get to extraction -10 seconds and lose connection.

I must admit I'm tad worried about the escalation, fear not every few days I will be reminding them I am still waiting and still unhappy

Cheers Novawing

[darth_lopez]

If it comes down to it (and if this persists much longer while the xbox folk get their problems fixed immediately -.-) maybe we should consider e-mailing this and a few of the other connection issue/lost threads to gaming media As a last resort of course. bioware and EA both seem to have a way of responding when the media calls them out.

[Novawing24]

@Darth - definitely something I am considering. I will give them their stated time frame but that will be about it. Probably working in a large company myself has given me at least some of the patience that I have for the support teams.

@daemon - I must admit despite all the pain it does make for amusing reading. I still get a chuckle out of a lot of the responses from them

[Larryonov]

I don't know what to say after reading all those letters. After the first reply from them i would most likely have wanted to strangle something and eat its liver ( im looking at you salarian! )

Keep it up and maybe someone actually takes note of the absurd responses...

[TheFell]

Going into the router and disabling UPnP _finally_ worked for me too, after having tried basically everything else.

Thanks for the help, OP.

[daemonbreath]

Yes the responses are amusing and yes one would expect better, but having worked in the IT industry for a long time EA support are definitely not alone in this type of customer support and to be fair probably not the worst. The traceroute was a good place to start but they should have moved on pretty quickly when it was apparent your route was either fine/not. I think they probably just lost your information.

The problem is always first line support. They are generally OK for the majority of issues like "have you tried turning it on/off again" but no good for proper troubleshooting. If only there was a special keyword you could use to get through to third line (the guys you will probably get put through to in 2 - 3 months time unless a very large bunch of customers turn round and complain in a very public manor). I suppose they have to assume that all customer issues are something to do with the customer's setup as it would cost too much to pay proper support engineers to answer everyone's queries.

But like I said thanks for going through with this

It also annoys me that the standard response to a problem like this is to turn firewalls off as well as antivirus. This is a highly irresponsible suggestion opening customers up to a range of attacks on their systems. My advice is if anyone asks you to do this and they still expect you to connect to the internet assume they do not know what they are talking about and move on - it will cause you less problems in the long run.

[darth_lopez]

@Novawing: i can be patient with them, i'm just tired of waiting after 20 days, part of my stress could be finals though too.

@TheFell: Just keep in mind that for Novawing and a few others at least this 'fix' has not been solid and the issue eventually reoccurs. but as i said in the other thread 15 of 20 matches is better than 1 of 20 So more power too you if it fixes the issue for you.

[kaltenberg]

Novawing: You have my support. This issue is annoying, and considering how many it seems the problem affects, you have done more then most to solveit.

I truly hope you succed in the end (so otheres can share the solution.

[Novawing24]

Advisor: Hello,

As an update I have had trouble connecting to the servers at all for the last two days.

Everytime I start the game I get either the message “Mass Effect 3 servers currently unavailable” or the message “Your connection to the Mas Effect 3 server has been lost. You must be connected to activate online features of this game”

I am still awaiting a response from the escalation team.

Regards



From: Customer Experience [mailto:customerexperience@ea.com]
Sent: 17 April 2012 04:23
To: *******@hotmail.com
Subject: Case : Multiplayer Connectivity







[http://helporigin.se...lp_Center_Logo]

HELP CENTER












Hello *******,

Thank you for contacting Electronic Arts again.

We want to get you an effective resolution so that going to escalate this issue to higher department. Our senior team is well equipped to handle such issues and I’m confident we’ll solve the issue and suggest alternatives.

Due to a back log of contacts, the current estimated time for response is 1 – 2 weeks. We apologize for the lengthy response time, and we are working diligently to return to an acceptable level of response time. During this time, you may still update your case with additional information that might help us to resolve your issue without causing any additional delay.

We appreciate your patience and cooperation. Please be assured that your concern is our priority.

Regards,
V*****
Electronic Arts – World Wide Customer Experience



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04/24/12 at 09:36 AM

[ABjerre]

Novawing24 wrote...

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.

This is gold!

Modifié par ABjerre, 24 avril 2012 - 12:25 .

[mikeloeven]

i think ea should give up on locally hosted games as they destroy performance bite the bullet and switch over to centralized dedicated servers already. stop screwing us over