Average response time on open tickets...

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Which is?
I've opened a ticket yesterday and still haven't got any feedback, and I can't play this game until they give me a solution....

Every time I start the launcher, after typing the username, password and confirmation the launcher loads the next screen with empty combobox, empty download gauge and nothing else happens.
Not even clicking the Patch Icon.

The delay is getting frustrating....

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paulorsjr wrote:

Which is?
I've opened a ticket yesterday and still haven't got any feedback, and I can't play this game until they give me a solution....

Every time I start the launcher, after typing the username, password and confirmation the launcher loads the next screen with empty combobox, empty download gauge and nothing else happens.
Not even clicking the Patch Icon.

The delay is getting frustrating....

They usually answer in few hours (at least in my experience), anyway in the meantime try updating your video card drivers and try reinstalling DirectX9 march 2009 build.

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I still haven't gotten a human response on my last two tickets about broken on-next-hit powers.

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This is just lame... When I was in the open beta ironically it was better the the real thing.
Now I pay for play and just can't.

The worse is no one at customer support even tried to have a glimpse at my ticket and say at least "we're looking on it" (even if they're lying, you know).

Maybe February I'll get to play finally this game... Crap Support.

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paulorsjr wrote:

This is just lame... When I was in the open beta ironically it was better the the real thing.
Now I pay for play and just can't.

The worse is no one at customer support even tried to have a glimpse at my ticket and say at least "we're looking on it" (even if they're lying, you know).

Maybe February I'll get to play finally this game... Crap Support.

Hi paulorsjr,

First let me say that I am sorry you have not received a reply to your ticket, as you can imagine the first few days of launch are a bit crazy. Please keep in mind that we do have phone support as well from 8am to 5pm PST. In the US the number is +1-408-354-7850 if you would like to reach a live person directly.

Second, could you take a screenshot of your launcher and attach a jpg to this thread. From what you are describing it sounds like the issue I have seen with a firewall/proxy blocking the connection but I would like to see what your seeing before trying to troubleshoot further

Thank you for your patience, I promise we are doing everything we can to get answers to everyone quickly.

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Hi Jaydeegee,

Glad to know you guys are always around to help and guide us trough this bumpy launch.
Well, my launcher screen is attached as requested.

As the phone support, I want to delay that a little more since right now I'm located in Brazil and telephony costs here are no good for international connections.

Regards

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Out of curiosity, what is your character name? (or more specifically, the name of the character visible in that image)

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My main character is "Jana Armstrong", but only the one in picture, "Tara" is showed every time I run the launcher.

Regards

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I was wondering the same thing... I put in a support ticket also just to change my in-game handle, so it was not the same as my log-in like they suggested on their support site, that was last night and still haven't seen any response. I really would like to start looking for a Supergroup but do not want to give them an old handle, just to have it change. Oh well hopefully support will get quicker once the whole launch week is out of the way.

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If you have a firewall (windows FW or other) Proxy system or secure router. That may be a part of your issue.

I had the same exact screen when Playing from Work Through my proxy. Hoenstly I couldnt figure out exactly what it was and was able to play again when I changed my Proxy program.

My Gaming Computer is My DMZ also so I never see an issue at home

And yes the problem did not show up for me till after we went to HS, something in the port settings may have changed but I cant say for sure, Just that I Saw the issue and my Proxy was the fail point which means you may be in the same boat.. Something network wise is blocking the access to the netowrk for updates and data.

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I have both the issue of extreme delays in getting a response and having the response ignore what I've asked. The final unity quest from yesterday (and should be going on until 8pm edt tonight) never appeared after doing the overwatch. I'd already done them for the two days before so I know what to expect. On top of the waiting until 3 am my time for a ticket I'd created prior to that (which the context was ignored and apparently answered sometime while I was asleep today between 4am edt and 10 am), I don't even know why I bother to use the in-game petition system. I don't mean to be overly dramatic but a UNITY quest bugging out is a major issue as it's the only thing resembling an endgame. I had fragments from the day before so I was able to do a dungeon but I would have been stagnated without them.

Just for the record, I have submitted 7 tickets as Shunt@Gentacle. I have talked to 0 GMs.

Anyway, screenshot with some of the cookie-cutter response about how I was asking for in-game hints rather than you know, wanting a mission to do.

http://xs843.xs.to/xs843/09363/screenshot_2009-09-02-13-11-12161.jpg since 100k limit makes the text look horrible.

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I'm having the same problem as the OP, the game won't connect to the server.

Here's a picture of my Launcher:

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paulorsjr wrote:

Hi Jaydeegee,

Glad to know you guys are always around to help and guide us trough this bumpy launch.
Well, my launcher screen is attached as requested.

As the phone support, I want to delay that a little more since right now I'm located in Brazil and telephony costs here are no good for international connections.

Regards

Hi paulbrsjr, I was wondering if this was consistant all the time for you? Would you sometimes get the news box to show up, or always no?

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Hi Diamonds,

Since September 1st it's consistent. After the official launch I couldn't play the game no more, but I was on early start (even being a D2D costumer), and I managed to play all right.

Regards

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paulorsjr wrote:

Hi Diamonds,

Since September 1st it's consistent. After the official launch I couldn't play the game no more, but I was on early start (even being a D2D costumer), and I managed to play all right.

Regards

Ok help me debug your problem. This program, Fiddler2, will tell me the web traffic that is going on. Install it then run it. Then launch the launcher. You will see activity in Fiddler2. Select that activity, save it to a file, and email it to me: cstewart@crypticstudios.com. Don't post it because it might have personal information.

Cheers,
Diamonds

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paulorsjr wrote:

Hi Diamonds,

Since September 1st it's consistent. After the official launch I couldn't play the game no more, but I was on early start (even being a D2D costumer), and I managed to play all right.

Regards

Also, he's an idea for a really trashy work around. Click the options button in the top and change languages. Lemme know if it responds.

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Diamonds wrote:

Ok help me debug your problem. This program, Fiddler2, will tell me the web traffic that is going on. Install it then run it. Then launch the launcher. You will see activity in Fiddler2. Select that activity, save it to a file, and email it to me: cstewart@crypticstudios.com. Don't post it because it might have personal information.

Cheers,
Diamonds

No problems in helping you to debug this... Where can I download it securely?
Can you email it for me?

Regards

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Hey everyone, not sure if this helps but I can very easily reproduce the exact problem they are seeing, as well as fix it.

It may not be the same root cause but I can definitely cause the same symptoms.

To cause the problem all I have to do is install the game and then run it with default UAC levels in Windows 7. The patcher does not appear to have permission to access the C:\Program Files(x86) folder to actually update, but instead of giving any error message to let the user know this it just displays nothing.

By setting the program to run as administrator, the information populated fine in the window, and the update went through, and the game ran fine.

I also was able to resolve the problem by completely disabling UAC.


Hopefully it is something similar and just a permissions issue.

This information only applies to the people with the problem where no information populates properly, not to the person who sees no shards.

I personally encountered it the first time last weekend when I did a motherboard/ram/cpu upgrade on my cousins computer and had to reinstall Windows. I just moved the Champions folder over instead of reinstalling it and when trying to log on this was the first thing I saw. Tried restarting it multiple times figuring it was just a quick glitch until I found the solution that worked.

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http://www.fiddler2.com/fiddler2/version.asp

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I have about 5 open tiks right now with no replies.

It seems pretty bad.

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Diamonds wrote:

Ok help me debug your problem. This program, Fiddler2, will tell me the web traffic that is going on. Install it then run it. Then launch the launcher. You will see activity in Fiddler2. Select that activity, save it to a file, and email it to me: cstewart@crypticstudios.com. Don't post it because it might have personal information.

Cheers,
Diamonds

Diamonds,

Just sent to your email the information about my web traffic using only the launcher.

Halaster,

Will try that soon and post the results.

Thanks everybody,

Regards

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I have yet to get a reply to my ticket about billing issues and I put that in yesterday evening. More than 2 hours ago.

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Hey Cryptic Team,

I managed to update the game trough the launcher...
Here's how:

Ran the launcher as usual until the point of problem (stuck gauge update screen)
Stop the internet connection (I only use my 3G usb modem)
Start the aforementioned connection

After the restart, the launcher loaded the server combobox, news page and the update gauge started to work normally.

I don't know if every time I will need to do those steps again, I have to wait the update process to finish and try to enter the game, then I'll close the whole thing and redo.

I'll keep you guys informed.

Regards

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Thats good that you got it fixed!

I think you were having an old cache of the launcher. With your internet down, it probably deleted that cache and got a new fresh one. You shouldn't need to do that each time.

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Diamonds wrote:

Thats good that you got it fixed!

I think you were having an old cache of the launcher. With your internet down, it probably deleted that cache and got a new fresh one. You shouldn't need to do that each time.

Hi Diamonds,

Well, I can't say that I fixed, because the problem happened again after closing the game. But the connection stop and go thing worked again.

Will I have to do this workaround every time I try play? Are you guys planning to change the launcher behavior so it will ping the server only the first time?

Or this only occurs with 3G usb connections? But it wasn't happening before on OB.

Regards

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Well now that we know it's happening all the time, maybe we can get a clear idea of what is going on. If you could, please open up internet explorer (even if you don't normally use it as a browser).

Go to Tools->Internet Options
Under Browsing Histroy click "Delete..."
Then under Temporary Internet Files click "Delete files"
It might take a second or two.

Close the launcher if you had it open.
Open it again and hopefully it will be fixed for good.

Cheers
Diamonds

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Certainly we're getting to the problem's root
I cleaned the cache for IE and FireFox (this is the default browser, but it seems the launcher only use IE engine...

Restarted my machine and the launcher right after connected to the internet. Nothing happened. Still hanging at the update gauge.

Which address the launcher tries to ping that makes it stuck? Maybe the launcher is locking the connection from the previous screen and doesn't allow the next one to work.
Is there a command line option to start the launcher in silent mode?

Regards

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Dang, that wasn't it huh. So strange that un-plugging your internet makes it work. At what point in the steps do you do this?

Also, could you find the launcher .exe for me and tell me the launcher version.

Find it by right clicking the exe and selecting properties.
The exe is either:
C:\Program Files\Champions Online\Champions Online.exe
or
C:\Program Files (x86)\Champions Online\Champions Online.exe

Click the version tab.
File version: XXXXX

Lemme know what it says, thanks!

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I have a question as well. Do you happen to have multiple network adapters enabled, perhaps even vmware ones ?

I have encountered priority issues before where a game would be using the wrong one, and disabling and enabling one would cause it to switch over. Which is odd, since normally they would pick one when they start.

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Hi guys,

Just did the workaround again just to be sure.

I unplug the connection just after the launcher loads those empty components(combo, gauge, and news), after a couple of seconds, I plug it again and right after that, the combobox is filed with the servers to play, the news load and then the patch gauge starts to rise.

File Version: 2009.8.26.1311

About the multiple connections, I have ethernet, wireless but both are disconnected, only the 3G USB dongle is connected.

Regards

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paulorsjr wrote:

Hi guys,

Just did the workaround again just to be sure.

I unplug the connection just after the launcher loads those empty components(combo, gauge, and news), after a couple of seconds, I plug it again and right after that, the combobox is filed with the servers to play, the news load and then the patch gauge starts to rise.

File Version: 2009.8.26.1311

About the multiple connections, I have ethernet, wireless but both are disconnected, only the 3G USB dongle is connected.

Regards

Let's try Halaster's theory. Unplug the connection and see if it starts to work on it's own (because a secondary connection took over).

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Well, I did Halaster suggestion but no other connection took over, the launcher looked like those corrupted webpages with 'X' instead the pictures when I unplugged the dongle.

But I have good news Diamonds, the launcher is now working.
Just restarted it almost 10 times and all of them the update/check process completed with no hangs whatsoever.

I don't know yet what have been fixed, but I think is related with the cache you mentioned earlier. I think we are done with this matter.

I'd like to thank all the Cryptic Team for the constant feedback trough this problem and the community with such helpful and technical suggestions.

Se all of you online! Thanks!

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Instead of just disconnecting them, right click to disable the ones you are not using. Should only take around a minute to verify. If it does not work, can just re-enable them after.

Edit: ahh, okay, good to hear its working now.