Support Redirects and Forum Email Issues

fazemladaiya

This post is for two issues, and I am hoping that a staff member sees this since I have no way to use any support method with Cryptic or PW.

Issue 1:

I cannot access support. At first I thought it was because of my browser's security settings, but after following the steps performed here for troubleshooting, I think it is more of a case of something wrong with my account. I say this because no one else has this issue, only me (otherwise there would be hundreds of posts here on the forum and no one besides me has reported this, therefore the issue has to be with my account somehow).

My troubleshooting steps have been as such:

1. On my main computer:
   1. Tried a different browser
      1. Internet Explorer 9
      2. Firefox
      3. Chrome
   2. Cleared history and cache
   3. Rebooted the PC
   4. Cleared temp files
   5. Assured that the browsers were set to accept cookies
2. On my netbook
   1. Same steps as above
3. Tried on a friend's computer as well
4. Clicked "Learn More" about this issue
   1. This results in being directed to a generic FAQ page that tells me to enable cookies, although cookies are enabled for all three browsers. In fact I have tried various settings with cookies and security and no difference occurs.
5. Re-synching my desktop clock.
   1. Don;t ask me why, but some users on Google reported similar issues with other sites and that forcing a time synch with the windows time server cured their issue, however I am already synch'd and am not mobile, so time zones are not the issue here.
6. Disabled plugins and extensions to rule out conflicts.

All attempts above result in a message similar to the following:

This webpage has a redirect loop

The webpage at https://support.perfectworld.com/ci/pta/login/redirect/home/p_li/cF91c2VyaWQ9ZmFlbGFuZGFlYSZwX3Bhc3N3ZD0mcF9lbWFpbD1mYWVsYW5kYWVhQGd1aWxkb2ZkYXJraGF2ZW4ub3JnJnBfZmlyc3RfbmFtZT0mcF9sYXN0X25hbWU9JnBfdGl0bGU9ZmF6ZW1sYWRhaXlhJnBfbGlfcGFzc3dkPXRlc3Rfc2VjcmV0X2tleQ!! has resulted in too many redirects. Clearing your cookies for this site or allowing third-party cookies may fix the problem. If not, it is possibly a server configuration issue and not a problem with your computer.

Here are some suggestions:

• Reload this webpage later.
• Learn more about this problem.

Error 310 (net::ERR_TOO_MANY_REDIRECTS): There were too many redirects.

It seems that no matter what PC or geographical location I try this from, my account somehow has a loop that prevents me from accessing support. I CAN access my profile pages, settings, game pages, Zen wallet, etc. This only happens for the support pages.

I CAN access support and the knowledge base when NOT logged in, but in order to create a ticket I must log in. The moment I log in, this is when the loop occurs.

Issue 2:

I cannot access, for some reason, any part of my profile in the forums to adjust and check my email address. That area on both the STO and Neverwinter forums seems to be blank for me, and I wish to verify my information is correct. The reason being is I subscribe to threads I participate in, and I never get any email updates from the forums at all. I have also received PMs and not received email notifications on those either.

Troubleshooting steps:

1. Verified that the threads I refer to are set to instant email notification
2. Assured that my email on my main PW account is the desired email
   1. I believe that this email is somehow not being reflected on the forums, as my email is in no way reflected in the user CP here in the forums specifically.
3. Assured that no emails from PW or Cryptic are going to spam mail or junk mail filters.

Issue 2 is what prompted me to attempt to access support to make a ticket, and that is where I ran into issue 1.

If an appropriate staff member sees this and can pass this forward to whomever can assist me, I'd greatly appreciate it. I want to be able to use the proper channels as much as possible for a more professional experience and to make your jobs easier as well.

Thank you for your time and attention and have an outstanding day.

fazemladaiya

Followup:

After making my initial post above, Google stumbled on a post in another Perfect World game that was posted a little over a month ago with what seems like the same issue (different game, explaining why my forum searches here did not come up with any results). The admin posted what may or may not be a solution for myself as well, though I do not ever remember using any other email with Perfect World:

trailturtle wrote: »

Will poke at this some more, but have you tried emailing CS at customerservice@perfectworld.com?


Live Chat isn't populated, I don't think...


I went down and asked Josh Who Knows Everything, and what seems to be happening is a conflict between emails: People who have the issue have one email in one database, and a different email in the other.


In the short term, I think emailing CS is the only way for this to work. If this is taking that long, PM me the ticket number, I'll ask them to look a little deeper into whatever issue you're having. In the longer-term, I'm sending the account names of people with this issue to the engineers, they're going to look at it as their workload allows.

This is quoted from this thread: http://jd-forum.perfectworld.com/showthread.php?t=605422&page=2

I am going to presume that the email referred to, since it is a generic Perfect World address and does not have a game title in it, that this same address can be used for us as well? I am going to go ahead and email this issue in, but I will continue to follow up in this thread in order to try to have information out there in case any other individuals come across a similar issue and try to search the Neverwinter forums.

melanderi

Heya- I'm actually looking into the subscription issue presently. If anyone has set up instant email notifications successfully, I'd be keen to know.

The email you found is indeed the one by which you can contact support- just mention Neverwinter in your message and it will get to the right team. The redirect issue is a known issue that causes my sadness to expand. We're working on finding a fix for this, but for now use customerservice@perfectworld.com.

If I uncover more info about the subscription issue, I will report back.

fazemladaiya

Melanderi,

I thank you very much for the response. I did send an email to support and I think I mentioned both Star Trek Online and Neverwinter in the body. The email pretty much is a close of what I posted here, so I am hoping that information helps the teams to troubleshoot this. It looks like I have a confirmation as well (130304-000606) so I will keep on that and try to assist in tracking this down.

Is it still okay if I still post results here as well to help others who might encounter the same issue?

khalaq

I had the "support redirect loop" problem just this evening. Sure enough, I had just changed by email address. It seems my PWE-Cryptic-Neverwinter account linkage is all borked up and my changing of the email address just made it worse. I've since changed it back and can once again use Support.

fazemladaiya

Aye. Support wrote me back and acknowledged it as a known issue. Both my issues are verified and they have assured me they are doing their best to resolve these mysteries.

sindofin

I have the redirect loop problem as well, when trying to access my tickets on https://support.perfectworld.com/. This problem seems to be at least 2 years old, as Google shows a lot of similar reports. I tried Chrome, Firefox, clearing or even disabling cookies, re-logging the account, but nothing seems to help.

fazemladaiya

Aye, mine was never resolved either. Still ongoing (I actually forgot about this thread, so wanted to follow up).

gravityx19

I am having this same issue when attempting to look up support tickets.