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Connection Issues For Me!!! HELP!

SystemSystem Member, NoReporting Posts: 178,019 Arc User
I have already submitted a tech/billing support request, but i have had no reply for about 2 weeks now, so i am going to ask all of you.

I know a connection issue occured for EU members some time ago, but it is still happening with me.
Amarinth wrote:

Have you tried playing around with the proxy settings? Try changing your proxy settings in the launcher - try None, EU and US. See if either of those 3 will let you connect. Tick the box 'patch via proxy' if you get stuck after logging in, but before the button ENGAGE appears.

/tech[/url]

I have already tried the above suggestion, about changing the proxies and so on, but it is still the same problem with me and it keeps telling me to contact billing support.

THE PROBLEM FOR ME

Before i log onto the launcher, it tells me the server is up, then when i log in, the server is down, the 'Engage' button is stuck on patch and below the blue loading bar, its says:

"Account error, please contact Billing support"

I have recently topped up my account time, so it isn't a subscirption issue.

Plus, this issue never occured long before.

If anyone can help me out PLEASE do, i have not played STO for a while now :eek: and it feels like a waste of my money topping up account time and not playing it :mad:

Here is a link to an image of what my launcher is showing me when i've logged on:
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Well you could check that your internet rooter has its ports set (TCP) 7000-7500 Google "port forwarding" for more info.

    Make sure your firewall is not blocking or partially blocking the software programs .exe related to STO (I think there are 3).

    Have you tried re-installing including removing all game data that may not be removed when uninstalling?

    Is your internet fast enough to run an MMO game?

    If you are on a wireless network are you using a (b) band you should probably move to a g or n band.

    *Remember you can set your Proxy to "blank" (nothing). This is the standard setting for most players and I would try this first.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Thanks for your suggestion, but as i said, it was running perfectly before everyone on Europe got connection issues.

    I checked my firewalls

    My internet speed IS fast enough

    And everything else i did not even touch

    I might have to re-install everything again i think

    Please keep this thread open still. I am still open for any other suggestions, thanks.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Well its always good to check and double check things even if your are sure they are ok.

    Have you tried re-setting your router as some times that can be the problem.

    Can you test the game on a different computer?

    Have you tried calling your ISP can complained of "packet loss" or unusally low "line gane"
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Check Internet Explorer, clear the cache, make sure IE can connect to http://www.startrekonline.com/user and the account details look fine. Are you running IE 8 with up to date patches?

    Review your STO directory logs for any errors that match the date and GMT time stamp for your last game start. Post all of those lines here to this thread.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    As should be made clear on the billing support page, you have not put in a retail key yet. You will need to purchase a copy of the game if you have not already, and enter the retail box code.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    CDT100 wrote: »
    Thanks for your suggestion, but as i said, it was running perfectly before everyone on Europe got connection issues.

    I checked my firewalls

    My internet speed IS fast enough

    And everything else i did not even touch

    I might have to re-install everything again i think

    Please keep this thread open still. I am still open for any other suggestions, thanks.

    Everyone in europe? I think youre solely speaking for yourself there. And do what coderanger says. You dont have a key on your account, so you wont be able to play until you buy the game then enter teh code AND set up a recurring subscription.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    coderanger wrote:
    As should be made clear on the billing support page, you have not put in a retail key yet. You will need to purchase a copy of the game if you have not already, and enter the retail box code.

    im running into the same problem and i have put in my code, i just bought the game yesterday and i still havent been able to play it, filled out a trouble ticket and have got no response.... i am paying money for something i cant even use... this is rediculous... i have my ports set, i used my key, and i have no subscription cuz there is no place to put one, *i should have 30 days free anyway*

    so how do we fix this? im about to say f it and cancel the charges, this is too much trouble and i got the game to have fun, this isnt fun.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    wrote:
    im running into the same problem and i have put in my code, i just bought the game yesterday and i still havent been able to play it, filled out a trouble ticket and have got no response.... i am paying money for something i cant even use... this is rediculous... i have my ports set, i used my key, and i have no subscription cuz there is no place to put one, *i should have 30 days free anyway*

    so how do we fix this? im about to say f it and cancel the charges, this is too much trouble and i got the game to have fun, this isnt fun.
    As is mentioned in numerous other threads, the 30 days are a bonus when you set up your subscription. You will not be billed until the 30 days have elapsed.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    coderanger wrote:
    As is mentioned in numerous other threads, the 30 days are a bonus when you set up your subscription. You will not be billed until the 30 days have elapsed.

    Yes, i did purchase STO and i did enter the retail key. After i entered a 60 day game time code, it was still working. The problem occured after that.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    wrote:
    Yes, i did purchase STO and i did enter the retail key. After i entered a 60 day game time code, it was still working. The problem occured after that.
    You put in the GTC, but you still have no retail key.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    coderanger wrote:
    You put in the GTC, but you still have no retail key.

    No, i did put in the retail key when i first got STO
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    CDT100 wrote: »
    No, i did put in the retail key when i first got STO
    He's looking at your account, and telling you there's no retail key associated with it. That suggests that what you entered wasn't a retail key. Pre-order key, maybe?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    kaffis wrote: »
    He's looking at your account, and telling you there's no retail key associated with it. That suggests that what you entered wasn't a retail key. Pre-order key, maybe?

    Ok, now i feel stupid. There's a difference between a pre-order key and a retail key?

    *facepalm*

    Ok, that does look like the problem. But what do i do to get a retail key? Do i have to purchase STO again from the same provider?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    wrote:
    Ok, now i feel stupid. There's a difference between a pre-order key and a retail key?

    *facepalm*

    Ok, that does look like the problem. But what do i do to get a retail key? Do i have to purchase STO again from the same provider?
    The retail key is either in the back of the manual if it is a boxed copy, or should have been emailed to you if it was a digital one. Where did you buy from?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    coderanger wrote:
    The retail key is either in the back of the manual if it is a boxed copy, or should have been emailed to you if it was a digital one. Where did you buy from?

    Direct2Drive, UK

    The thing is, what they emailed me i already entered and got access to open beta like everyone else.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    wrote:
    Direct2Drive, UK

    The thing is, what they emailed me i already entered and got access to open beta like everyone else.
    Check your account on the site, you should be able to retrieve your retail key again.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    coderanger wrote:
    Check your account on the site, you should be able to retrieve your retail key again.

    Ok, i think i did it. Can you confirm for me please coderanger just to be sure?

    If yes then you can close down this thread.

    If yes, thanks everyone for all your help, it's nice to know you actually care :D
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    wrote:
    Ok, i think i did it. Can you confirm for me please coderanger just to be sure?

    If yes then you can close down this thread.

    If yes, thanks everyone for all your help, it's nice to know you actually care :D
    Yes, looks like you do have a retail key now.
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