Ascendent Logic
Joined: Mar 21, 2006
Messages: 1901 Offline
READ BEFORE POSTING: What you need to include in your post.
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.
In order to further assist players who are experiencing problems with getting the game to operate properly, we will need some information. Please read the next few posts in this thread for steps to generate the information requested.
Ascendent Logic
Joined: Mar 21, 2006
Messages: 1901 Offline
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. Steps to generate this information are below.
[Optional]Connection Information: For incidents regarding connectivity issues, please provide the Trace information to the game servers. Steps to generate this information are below.
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.
For further assistance with urgent issues or issues not adequately described by these steps, please contact Technical and Account/Billing support via the following methods:
Email, available 24 hours a day, 7 days a week Live Chat, 10:00 AM to 7:00 PM Pacific Time, Monday through Friday, excluding some holidays Telephone: +1.858.537.0898, 10:00 AM to 7:00 PM Pacific Time, Monday through Friday, excluding most holidays
Ascendent Logic
Joined: Mar 21, 2006
Messages: 1901 Offline
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.
For connection issues, sometimes more information is needed. These posts should contain:
Server you currently playing on.
Any error messages you are experiencing.
Internet Service Provider you are using and type of Internet connection.
Do you have a firewall (even if you think it's disabled) between you and the Internet, or are you using any personal security/firewall software? If yes, what product and version.
Are you doing any Internet Connection Sharing or Network Address Translation? If yes, please provide details.
Please follow the steps that are specific to your operating system (below) for generating the Trace information.
Ascendent Logic
Joined: Mar 21, 2006
Messages: 1901 Offline
Note: These steps are for Windows 2000 and XP. Steps to generate this information for Windows Vista, 98, and ME are below.
To generate your Trace information:
Click on the START menu, select RUN and type in CMD and select OK.
When the "DOS" (black window with grey text) box opens up, type in the following commands exactly as they are shown and press the ENTER key after each line:
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.
Ascendent Logic
Joined: Mar 21, 2006
Messages: 1901 Offline
Note: These steps are for Windows Vista. Steps to generate this information for Windows 98 and ME are below.
To generate your Trace information:
Run CMD from your Start menu (the search bar at the bottom of the Start menu)
When the "DOS" (black window with grey text) box opens up, type in the following commands exactly as they are shown and press the ENTER key after each line:
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 Search bar at the bottom of the Start menu to locate it. Open the file using notepad/wordpad and paste the contents to the appropriate thread.
Ascendent Logic
Joined: Mar 21, 2006
Messages: 1901 Offline
Note: These steps are for Windows 98 and ME. Steps to generate this information for Windows Vista, 2000, and XP are above.
To generate your Trace information:
Click on the START menu, select RUN and type in COMMAND and select OK.
When the "DOS" (black window with grey text) box opens up, type in the following commands exactly as they are shown and press the ENTER key after each line:
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.
