Important Note: If you are going to post your system files, please start a new message thread for them with a description of your issue. Do not post to an existing thread started by another player. This is will make issue management and tracking much easier for everyone.
To begin to help users who are experiencing problems we will need some information.
All posts requesting general help should contain:
Description of the Problem: Be as exact as possible. Include things like when and where the problem/issue occurs, any error messages that are given and anything else that will explain the problem better. Be as informative as possible, you can never be too descriptive.
System Information: For many issues we will want to get more system details. The MSINFO and DXDIAG files can provide a wealth of information.
To create your DirectX Diagnostic information:
1) Click on the START menu, select RUN and type in DXDIAG and select OK.
2) When the DirectX Diagnostic tool opens, click on the SAVE ALL INFORMATION button on the lower right, next to the EXIT button.
3) Save the DxDiag.txt to your desktop or other easily found location.
4) Copy and paste the contents to your thread.
To create your MSINFO information:
1) Click on the START menu, select RUN and type MSINFO32 and select OK.
2) When the Microsoft System Information program opens, select FILE and select EXPORT.
3) Save the information as MSINFO.txt to your desktop or other easily found location.
4) This is a large file so let’s copy only important parts.
1. Copy and paste from [System Information] to [DMA].
2. Copy and paste from [IRQs] to [Memory].
3. Copy and paste from [Running Tasks] to [System Hooks].
For Windows 2000/Win XP
1) Click on the START menu, select RUN and type MSINFO32 and select OK.
2) When the Microsoft System Information program opens, select SYSTEM INFORMATION to highlight it and select SAVE TEXT REPORT.
3) Save the information as MSINFO.txt to your desktop or other easily found location.
4) This is a large file so let’s copy only the important parts.
1. Copy and paste from [System Information] to [DMA].
2. Copy and paste from [IRQs] to [Memory].
3. Copy and paste from [Running Tasks], [Startup Programs] and [System Hooks]. (System Hooks may or may not be present)
HOW TO POST YOUR NETWORK INFORMATION:
For connection issues, sometimes more information is needed. These posts should contain:
Description of the Problem:
1. Server you currently playing on.
2. Problem(s) you are having including any error messages.
3. Internet Service Provider you are using and type of Internet connection.
4. Do you have a firewall between you and the Internet, or are you using any personal security/firewall software? If yes, what product and version.
5. Are you doing any Internet Connection Sharing or Network Address Translation? If yes, please provide details.
Note: Please be aware, for liability reasons, that SOE cannot support nor troubleshoot any networking hardware/software you are using. We suggest contacting the manufacturer of your equipment/software or remove it prior to seeking technical help.
Next, click START, select RUN. Type in the word “command” and select OK/ENTER. An MS-DOS Prompt window should appear with the prompt, "C:\windows\desktop". For Win98 or Win2000, type the following three DOS commands, one at a time, hitting ENTER between each command and waiting for the prompt to reappear:
ipconfig /all > c:\mxoinfo.txt
tracert Vector.MatrixOnline.com>> c:\mxoinfo.txt
tracert Recursion.MatrixOnline.com>> c:\mxoinfo.txt
Be advised that each of these commands will take a few moments to complete, so please wait for the prompt before typing the next command.
Finally, upon completion of these commands, you will find a file labeled "MXOINFO.TXT" on the root level of your C: drive. You can use the Find command from the Start menu to locate it. Open the file using notepad/wordpad and paste the contents to the appropriate thread.
Posting the appropriate information will assist us, as well as your fellow posters, in assisting you. Either a tech moderator of this message board or one of your fellow players will then answer your post.
Keep in mind that the moderators work from the bottom to the top of the message boards. So *BUMPING* a post puts that post at the end of the line and is not allowed. Please remember there is no guaranteed response here. However, quite frequently, many players with tech knowledge help out here as well. Please try to be patient and keep your comments to one thread regarding technical problems.
Message Edited by TSR-Joel on 09-19-2005 10:12 AM
