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STO, arc, and PWE support

tagentagen Member Posts: 558 Arc User
I had opened a ticket, but apparently they want me to ask about issues here on the forum instead. I don't see a great place to post something like this, so I apologize if it is not the correct subforum to use.

For whatever reason, my profile on arc shows CO and NW, but not STO. I have had an account and membership for STO for quite some time. I went through the PWE merger when it happened, linked accounts, etc. I have no problems logging into the game, but arc seems to be messed up somehow. I don't understand the arc client at all.

Also, the whole reason I installed arc on Friday was to redeem a code provided during the STO livestream. I had zero need of arc, so did not have it installed. When I asked during the stream I was told the ONLY way to redeem the code was through the arc client, there was no way to do this online at all. During the stream it was mentioned the code would be good until Saturday, so I had time to get to my computer and install. This was when I noticed that (1) STO was not showing on the account and (2) the code did not work.

Below is a copy of my ticket, #140906-000790

Maybe someone here can assist? Getting a bit frustrated over the whole issue, which was probably not the intent of the "thank you" code provided during the livestream.

Thank you.



Communication History
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Customer ***** via CSS Web 09/08/2014 11:14 PM
I will give it a day and see what happend, but the current result of adding STO manually to arc is nothing. It did not show up on my

profile (yes, I launched the game with arc, but it acted like any random executable, unlike CO and NW which start their respective

launchers, but are integrated and don't have me log in again.)

attached are screenshots of arc showing how NW compares to STO and Notepad. STO looks more like one than the other, I think.
==========================================================
Response Customer Support via Email 09/08/2014 05:30 PM
Hello *****,

Thanks for your reply.

As much as we want to give you the code or activate the code, we are unable to do so. Please refer to the forums for more info

regarding the redemption of these codes. Further, more ,usually, codes from the live stream are only redeemable for a certain period

of time and for this, it should be redeemed during the livestream.

Our Star Trek Online forums: http://sto-forum.perfectworld.com/

Thank you for understanding.

Perfect World Support

Check out Neverwinter's latest module, Tyranny of Dragons!
==========================================================
Customer ***** via CSS Web 09/08/2014 05:24 PM
Did you even look at the stream? Who provided the codes if not "you"?
==========================================================
Response Customer Support via Email 09/08/2014 05:12 PM
Hello *****,

Thank you for getting back to us. Please understand that you need to add the STO game to your Arc client for you to be able to launch

the game via Arc. If you have already added this game on the Arc client, you may see it on your Library and you need to run/launch STO

via Arc for you to be able to see your STO game under your games page.

If you are receiving any error when you try to add STO on Arc, please get back to us so that we can further assist you.

Lastly, regarding your redeem code, please be informed that we cannot have the code activated on our end since it was not provided by

us and that you need to redeem this code during the livestream.

Thank you for understanding.

Perfect World Support

Check out Neverwinter's latest module, Tyranny of Dragons!
==========================================================
Customer ***** via CSS Web 09/08/2014 05:04 PM
I was wrong about sound on the livestream recording. There is sound, but one stereo channel is silent.

Arc code is given out starting 52 minutes in. Just after 56 minutes and 50 seconds, the Saturday expiration is mentioned.
http://www.twitch.tv/perfectworld_community/c/5070712
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Customer ***** via CSS Web 09/08/2014 04:09 PM
Attached you will find a screenshot of the games listed on my profile. When I installed the arc client, these were the only games it

picked up on. (Both work just fine, though all arc seems to do is launch the same game launchers I have been using for years.) It shows

them as installed and has all of the appropriate news and whatnot in the browser secion of the client when the game is selected.

None of this is true for STO. It does not show anywhere on my account, despite my having a Lifetime sub. It does not come up in the arc

client even though it is installed on my computer just like the other games. Adding it through "Add an existing game" only puts a

pointer to a file, not have it show up on my profile or link to the actual STO game in arc. I could add ANY executable that way. I

could probably add Notepad to arc and launch it there if I really went off the deep end.

What I want to do is have my account properly reflect the games I've signed up for. With all the changes that have gone on in your

company over the years since I started STO, I fear something in your system has been twisted and lost. Let's try to find and fix it.

That said, the only reason I installed the darn arc client in the first place was to use the code from Friday's livestream (which,

conveniently for you, seems to have NO SOUND on the recording, so I can't even use it as evidence here). Though I can't prove it to you

yet, I swear they said the code would a) be given toward the end of the stream and b) would be good until Saturday.

I installed arc, tried the code, and nothing. Multiple attempts to get any kind of response later, I opened this ticket in oder to,

apparently, argue back and forth with you. Now, if you want to continue to insist the code needed to be used DURING the livestream, I

will continue to push and I guarantee I will get my evidence even if I have to hire a lip-reader to do it.

Now, are we going to work together to solve these problems, or are you going to continue to dismiss me? Ball is in your court.
Response Customer Support via Email 09/08/2014 03:16 PM
Hello *****,

Thanks for getting back to us. We kindly ask for a screenshot of the issue you are experiencing. A screenshot of the account you are

referring to that does not show your STO game.

As for the code, please be informed that you need to redeem this code during the livestream.

Hope to hear from you soon!

Perfect World Support

Check out Neverwinter's latest module, Tyranny of Dragons!
==========================================================
Customer ***** via CSS Web 09/08/2014 03:00 PM
"add an existing game" does not add it to my account. It just puts a pointer in the arc launcher to the STO launcher.

Would you like me to track down the part in the livestream where they said the code was good until Saturday?
Response Customer Support via Email 09/08/2014 01:19 PM
Hello *****,

Thanks for getting back to us. You do not need to reinstall the game for it to be recognized by Arc. To add this game on the Arc

client, please follow the steps below:

The the lower left part of the Arc client, click the "Add Games" button.
Select "Add an Existing Game"
Locate the path of your STO game client
Click Open

It should reflect on your Arc client now.

As for the redeem code, unfortunately, please be advised that this should work only during the said event time.

Thank you for your patience and understanding.

Kind regards,

Perfect World Support

Check out Neverwinter's latest module, Tyranny of Dragons!
==========================================================
Customer ***** via CSS Web 09/08/2014 04:12 AM
So you are saying the only way to get the sytem to realize I have STO installed and have had an account for years is to reinstall it? I

am not just talking about the Arc client on my computer not showing STO, even when I log on to the website it shows onlt CO and NW. Can

you tell me why? I already have the game installed and it works perfectly well through its own launcher (as do the others, actually; I

am not sure what advantages the arc client provides, especially since codes YOU provided don't work).

As for that code, I tried on the same day as the livestream. They said the code would be good until Saturday. I can understand why it

would not work NOW, but it did not work Friday or Saturday, either. We were told during the stream to contact if there were problems. I

contacted. I sent tweets, I opened a ticket, I tried "repair arc".

Please explain to me exactly why any of this needs to be so frustrating. I understand you must have many people contacting you over

system issues like this, as arc does not seem to be the most useful or stable platform for games I have seen (I can't even get it to

show me where it thinks games are installed. Even Origin does that. When you are less useful than Origin, I think something is really

amiss.) It worries me when new applications I am asked to install on my computer don't function properly. Especially when thiose

applications seem to be unnecessary.

Now, if you are not going to honor the code (or the intent of the code, if not the exact one) for people who joined the livestream,

just let me know and we can end this here and now. I don't see the point of going back and forth or supporting this kind of interaction

any longer. I don't think I regret getting the STO lifetime account when I did, but I may regret living long enough to see where things

in the company have gone.

Thank you.
==========================================================
Response Customer Support via Email 09/07/2014 11:00 AM
Hello *****,

Thank you for replying to us, in your ticket you asked why STO was not available in your ARC account like NW and CO. So we provided

steps on how to add STO in your ARC launcher so it will appear in your library tab.

You can try to redeem the code in ARC by clicking on the ARC icon on the upper left corner of the screen, then click on "Redeem a

code". However, only ARC promos are recognized by ARC.

Unfortunately, customer service can not provide any direct support for promotional codes not recognized by ARC.

Please refer to the forums for more info regarding the redemption of these codes. Further, more usually codes from the live stream are

only redeemable for a certain period of time usually 3 hours.


Our Star Trek Online forums: http://sto-forum.perfectworld.com/


Kind Regards,


Perfect World Support

Check out Neverwinter's latest module, Tyranny of Dragons!
==========================================================
Customer ***** via CSS Web 09/06/2014 08:27 PM
I am not going to reinstall as STO is already installed and working perfectly from its own launcher. I tried the repair arc and there

is no change.

Also, you did not address the inability to redeem the code.
==========================================================
Response Customer Support via Email 09/06/2014 04:13 PM
Hello *****,

Thank you for contacting us about this issue. www.arcgames.com is the official page for Star trek online. To add the game we recommend

installing our game client ARC. To do this please go to this link: http://www.arcgames.com/en/games then click on Install ARC.

Once you've installed ARC to add Star trek online please follow the following steps.
1.Run the Arc client and log in
2.Go to the 'Library' tab
3.At the bottom left corner of the client, click 'Add Games'
4.Click 'browse all ARC games'
5.Navigate to the Star trek online, click on learn more
6.click on 'Play for free' and let it install the game via ARC
7.Go back to ARC 'Library' tab and look for Start Trek online and click Play
If you have already downloaded ARC or have previously installed Start trek online then follow these steps:
Please try running the 'Repair Arc' option from your Start menu -> All programs -> Perfect World Entertainment -> Arc.
1.If that doesn't work, kindly follow these steps to manually add the game to your Library:
2.Run the Arc client and log in
3.Go to the 'Library' tab
4.At the bottom left corner of the client, click 'Add Games'
5.Click 'Add an existing game'
6.Navigate to the folder where your game is installed
7.Select the 'Launcher.exe' and click Open
Kind Regards,


Perfect World Support

Check out Neverwinter's latest module, Tyranny of Dragons!
==========================================================
Auto-Response 09/06/2014 09:48 AM
The following answers might help you immediately. (Answers open in a separate window.)
Answer Link: (STO)(CO)(NW) Account Linking FAQ
Answer Link: (Arc) Arc FAQ
Answer Link: (Tech) Problems installing and/or updating Arc / Punkbuster / Blacklight
Answer Link: (STO)(CO)(NW) Account Guard
Answer Link: (Billing) Activation Email

==========================================================
Customer ***** via CSS Web 09/06/2014 09:48 AM
1. why is STO not showing on my account? I see only CO and NW.

2. I was at the STO livestream yesterday and got the Section 31 code. Went so far as to install the arc client I did not need and it

does not work.

Where can I get help on these issues? Was told to contact on Twitter, no one responded. Thanks.
Post edited by tagen on

Comments

  • edited September 2014
    This content has been removed.
  • tagentagen Member Posts: 558 Arc User
    edited September 2014
    Thank you for the advice. Unfortunately, the conversation above is from the main support page. They were the ones who told me to come to the forums, but I don't seem to be able to get an official response here. I have not been on the forum much, though, so maybe I am in the wrong spot? or missing something?
  • merkkmerkk Member Posts: 1 Arc User
    edited October 2014
    I apologize for replying to this thread and not starting a new one, but it's telling me I haven't been registered long enough to start a new thread, even though I've been registered since 2010 (but I haven't played in a long time).

    I decided to take a look at what STO looks like since I haven't played the game in something like 3 years.

    After starting the game the launcher updated and then when i logged in it asked if i had a cryptic account. I clicked yes, typed in my user/pass and it just keeps saying unrecognized. Even though if i go to the arcgames site i can log in with that user/pass. I tried using my email address and my username, neither worked

    However, if i click on 'no' that i dont have an account, it asks me to create cryptic handle and says the handle 'merkk' is taken, even though that's my account and I logged in with it.

    Anyone have any idea how I fix this? Or how I can fix the issue with the forums? Or at least who i can't send a PM to to fix the issue with the forums? :)

    thanks
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