I had this happen twice in the hour before maintenance started. I was in the first segment of Infected both times, high pitched noise then a hard reboot.
No high pitch noise for me. Just a total lock up anywhere from 1 minute to 20 minutes into playing the game. It happens during space and ground missions. Ive tried the "fixes" of setting number of lights per object to 2 and turning Dynamic Lighting off.
Can this post be considered by Cryptic to be the official help ticket request?
You need to make individual tickets. Why you ask? Not only to assign to specific techs to help you but also so we can get a better gauge of how many people are having the issue.
Something to note, not all settings can be set to max. Make sure that any slider that can be moved past 100% is not. Some of these options are very taxing even on high end cards. See if that helps any.
I've already proven that Cryptic doesn't ever see or respond to bug reports.
Others on this forum have shown that requesting a GM to show up also results in nothing happening.
Your best bet to actually get some help is to send a forum PM to DScotty. He's the only person from Cryptic that seems to actually respond to players.
Now this is not completely true Peregrine_Falcon. We have told people since day one that bug tickets do not get responded to. You are reporting a bug. Now GM, Billing, and Tech tickets will be answered. Remember it takes time to answer tickets so you will not immediately get an answer, but we do aim for a max 24hr turnaround.
As for pm'ing Dev's or Cryptic Employees it is highly discouraged unless they ask you to. You will rarely or some times never get a response as they have other duties to preform. Customer support is the proper channel for handling issues, please do not try to circumvent them.
Now this is not completely true Peregrine_Falcon. We have told people since day one that bug tickets do not get responded to. You are reporting a bug. Now GM, Billing, and Tech tickets will be answered. Remember it takes time to answer tickets so you will not immediately get an answer, but we do aim for a max 24hr turnaround.
In this thread right here, I PROVED that the Cryptic devs do not see bug reports.
Also, if you take a little bit of time to actually read the forums you'll see multiple threads where people have complained that they used the in-game tool to try to summon a GM for help, and a GM never responded.
As for pm'ing Dev's or Cryptic Employees it is highly discouraged unless they ask you to. You will rarely or some times never get a response as they have other duties to preform. Customer support is the proper channel for handling issues, please do not try to circumvent them.
There are also multiple threads on this forum where people have complained that they cannot get in touch with customer support. The phone number to reach customer support was removed from the website. There is also no email address provided for either tech support or customer support.
The only way to reach customer service or tech reps is through the account ticket system. Which they often never respond to. And when they do respond they often don't read the messages sent to them and respond with cut and paste answers that don't even address the question being asked. Guess where I found out that bit of information? From multiple threads on this forum where people have talked about this.
So are there any more completely incorrect statements that you'd like to make today Implausible?
In this thread right here, I PROVED that the Cryptic devs do not see bug reports.
No, you proved that one QA tester was not aware of one bug. Bug reports are passed on to the development team, after they are triaged based on numerous criteria. We do not respond to them individually based on the simple fact that there are far too many bug reports to be responded to individually, and still be able to process them all correctly. Trying to work around this system to get your personal issue (which may only affect you) only means that we don't get to triage it, or gather any information other than, "One user has this problem".
Also, if you take a little bit of time to actually read the forums you'll see multiple threads where people have complained that they used the in-game tool to try to summon a GM for help, and a GM never responded.
It's true that it can take some time for a CSR to get to a GM, Billing, or Technical Support Ticket. We also have a 24 hour or less response time to most of our tickets. Sometimes, we miss that mark. But we do answer all tickets as soon as possible.
The only way to reach customer service or tech reps is through the account ticket system.
This is correct. It is also correct that the system is set up like this for a reason. We have work flows and processes for ticket handling. Instructing players to PM a Dev or QA tester to get help for an issue in the end only serves to slow down the entire process. Additionally, when you PM DScotty, myself, or any other Cryptic Employee with a problem, the only response you will get is, PLease file a ticket."
So telling people to PM a dev rather than file a ticket, is really only slowing the response to their issue.
Remember, when you file a ticket we get a bunch of information that doesn't get sent if you simply PM us. To sum this all up though, please use the ticketing system. It is the fastest, most reliable way to get support for an issue. Directing players to do anything other than that does not help anyone.
No, you proved that one QA tester was not aware of one bug.
Yes. The one QA tester that posts on the forums. The one person who should be aware of all of the 'Known Issues.' If he doesn't know about it then who does?
Also, right here DScotty said, "So, now that I am equipped with plenty of information, I will start running this issue down."
So if the devs already knew about this issue, because of course they've seen all of our many bug reports about it, then why was it that he was only just then able to start working on it?
Answer: Because they didn't know about it. Because they hadn't seen any of the many bug reports that had been filed on this issue.
Bug reports are passed on to the development team, after they are triaged based on numerous criteria. We do not respond to them individually based on the simple fact that there are far too many bug reports to be responded to individually, and still be able to process them all correctly.
That's understandable. There's simply too many bugs with your game for you guys to respond to them all individually.
Trying to work around this system to get your personal issue (which may only affect you) only means that we don't get to triage it, or gather any information other than, "One user has this problem".
Yeah, except that if you actually read the thread I linked to you'd have seen that MANY people have this problem, and that they've been reporting it since open beta. So if it's been reported many times since open beta how is it that the QA team doesn't know about it?
It's true that it can take some time for a CSR to get to a GM, Billing, or Technical Support Ticket. We also have a 24 hour or less response time to most of our tickets. Sometimes, we miss that mark. But we do answer all tickets as soon as possible.
So if I get stuck and try to call a GM for help I should expect to wait at least 24 hours? Ouch.
This is correct. It is also correct that the system is set up like this for a reason. We have work flows and processes for ticket handling. Instructing players to PM a Dev or QA tester to get help for an issue in the end only serves to slow down the entire process. Additionally, when you PM DScotty, myself, or any other Cryptic Employee with a problem, the only response you will get is, PLease file a ticket."
That's funny, because when I PM'd DScotty he didn't say, "File a ticket." He said, "Thank you for sending me this information."
Remember, when you file a ticket we get a bunch of information that doesn't get sent if you simply PM us. To sum this all up though, please use the ticketing system. It is the fastest, most reliable way to get support for an issue. Directing players to do anything other than that does not help anyone.
If that's true then you guys really need to improve the way you handle tickets. Because many of these tickets aren't being seen by real live humans.
All further discussion on in this thread is to remain on topic. As for the users who needed assistance with this issue did the suggestion of turning down these settings work?
Implausible I Had no further crashing issues after the patch on June 4th. I will try lowering settings if it occurs again. It was very hot and humid that day, that may have helped overtax my card. Thanks
All further discussion on in this thread is to remain on topic. As for the users who needed assistance with this issue did the suggestion of turning down these settings work?
Hey everyone,
I'm looking into this issue with Implausible. I asked him to posted our instructions - from the Champions forums - for sending us Windows system crash dumps on the STO forums as well, and they are now available here:
Generally, if your system is resetting, there is going to be some sort of hardware problem or driver problem. Depending on how your system is configured, you might get a Blue Screen of Death (BSOD) or an "instantaneous" reset. The thread above has some detailed information on this topic from Microsoft.
If the reset is due to problems in the graphics card Nvidia drivers, we'd like to get the Windows crash dumps to send to Nvidia. The thread has pretty complete instructions for sending us this information. When you upload a crash dump to us, generally I take a look at it to see if I can verify it's an Nvidia or ATI problem, and then I send it to our contacts at either company for their driver teams to investigate.
In some cases the driver problems will not be related to the video drivers. So in addition to keeping your video drivers updated, you need to maintain other drivers, like your PCI chipset, network card, audio drivers. Sometimes Windows Update has the most up-to-date versions of these kinds of drivers, sometimes not. If you want more information, check the references in the thread above. Or, you can search for presentations online by Mark Russinovich from Microsoft (formerly of Sysinternals) discussing diagnosing which drivers are causing problems - look for the topic Windows crash dump analysis. That's some of the reference information we've used to come up with our system crash response guidelines.
You might find more information from the Champions forum copy of this thread:
and while you are at it you could look into the heating and gfx card issues. I would like to know why my gfx fan runs like insane only when I play ST:O and never does this on any other - more gfx intense games.:rolleyes:
For info: I have an Nvidia 8800GTX card. And yes, the very latest drivers. Didn't change anything.
Locked upped twice today at the tail end of a PvE mission...once without fighting once with fighting...sux..music still playing with frozen screen...had to use comp reset to get out of game.
Yes. The one QA tester that posts on the forums. The one person who should be aware of all of the 'Known Issues.' If he doesn't know about it then who does?
Wow. Because you're only aware of one QA person posting on the forums (he's not the only one, although he is the most frequent), therefore that individual must memorize ALL outstanding tickets, and recall them on an ad-hoc basis.
Wow. Because you're only aware of one QA person posting on the forums (he's not the only one, although he is the most frequent), therefore that individual must memorize ALL outstanding tickets, and recall them on an ad-hoc basis.
Just wow.
Please no more off topic discussion on this thread.
Yes please, I dont want this thread locked. So, I turned off Post Processing and kept shadows to the minimum. So far so good. But I need to test it with a ground battle.
Yes please, I dont want this thread locked. So, I turned off Post Processing and kept shadows to the minimum. So far so good. But I need to test it with a ground battle.
No detail settings over 100% and I turned shadows totally off now. So, no post processing and dynamic lighting turned off as well and still locking up!
No detail settings over 100% and I turned shadows totally off now. So, no post processing and dynamic lighting turned off as well and still locking up!
I know its a lot to ask but could you try submitting a Kernel dump the instructions are in the link below. This could give us a better idea of whats happening to your system.
I know its a lot to ask but could you try submitting a Kernel dump the instructions are in the link below. This could give us a better idea of whats happening to your system.
Since im not getting a BSOD, Im not getting an automated Kernal dump report. I could try the manual inducing techinque that Cryptic recommends but im not that technically inclined to do so.
Comments
You need to make individual tickets. Why you ask? Not only to assign to specific techs to help you but also so we can get a better gauge of how many people are having the issue.
Something to note, not all settings can be set to max. Make sure that any slider that can be moved past 100% is not. Some of these options are very taxing even on high end cards. See if that helps any.
I've already proven that Cryptic doesn't ever see or respond to bug reports.
Others on this forum have shown that requesting a GM to show up also results in nothing happening.
Your best bet to actually get some help is to send a forum PM to DScotty. He's the only person from Cryptic that seems to actually respond to players.
Now this is not completely true Peregrine_Falcon. We have told people since day one that bug tickets do not get responded to. You are reporting a bug. Now GM, Billing, and Tech tickets will be answered. Remember it takes time to answer tickets so you will not immediately get an answer, but we do aim for a max 24hr turnaround.
As for pm'ing Dev's or Cryptic Employees it is highly discouraged unless they ask you to. You will rarely or some times never get a response as they have other duties to preform. Customer support is the proper channel for handling issues, please do not try to circumvent them.
Also, if you take a little bit of time to actually read the forums you'll see multiple threads where people have complained that they used the in-game tool to try to summon a GM for help, and a GM never responded.
Never.
There are also multiple threads on this forum where people have complained that they cannot get in touch with customer support. The phone number to reach customer support was removed from the website. There is also no email address provided for either tech support or customer support.
The only way to reach customer service or tech reps is through the account ticket system. Which they often never respond to. And when they do respond they often don't read the messages sent to them and respond with cut and paste answers that don't even address the question being asked. Guess where I found out that bit of information? From multiple threads on this forum where people have talked about this.
So are there any more completely incorrect statements that you'd like to make today Implausible?
No, you proved that one QA tester was not aware of one bug. Bug reports are passed on to the development team, after they are triaged based on numerous criteria. We do not respond to them individually based on the simple fact that there are far too many bug reports to be responded to individually, and still be able to process them all correctly. Trying to work around this system to get your personal issue (which may only affect you) only means that we don't get to triage it, or gather any information other than, "One user has this problem".
It's true that it can take some time for a CSR to get to a GM, Billing, or Technical Support Ticket. We also have a 24 hour or less response time to most of our tickets. Sometimes, we miss that mark. But we do answer all tickets as soon as possible.
This is correct. It is also correct that the system is set up like this for a reason. We have work flows and processes for ticket handling. Instructing players to PM a Dev or QA tester to get help for an issue in the end only serves to slow down the entire process. Additionally, when you PM DScotty, myself, or any other Cryptic Employee with a problem, the only response you will get is, PLease file a ticket."
So telling people to PM a dev rather than file a ticket, is really only slowing the response to their issue.
Remember, when you file a ticket we get a bunch of information that doesn't get sent if you simply PM us. To sum this all up though, please use the ticketing system. It is the fastest, most reliable way to get support for an issue. Directing players to do anything other than that does not help anyone.
Thank you,
Stormshade
Also, right here DScotty said, "So, now that I am equipped with plenty of information, I will start running this issue down."
So if the devs already knew about this issue, because of course they've seen all of our many bug reports about it, then why was it that he was only just then able to start working on it?
Answer: Because they didn't know about it. Because they hadn't seen any of the many bug reports that had been filed on this issue.
That's understandable. There's simply too many bugs with your game for you guys to respond to them all individually.
Yeah, except that if you actually read the thread I linked to you'd have seen that MANY people have this problem, and that they've been reporting it since open beta. So if it's been reported many times since open beta how is it that the QA team doesn't know about it?
So if I get stuck and try to call a GM for help I should expect to wait at least 24 hours? Ouch.
That's funny, because when I PM'd DScotty he didn't say, "File a ticket." He said, "Thank you for sending me this information."
If that's true then you guys really need to improve the way you handle tickets. Because many of these tickets aren't being seen by real live humans.
1) No, you should see a maximum of a 24 hour response time.
2) All of our tickets are seen by a real live human being.
3) Again, if someone needs help with something, you should be directing them ti file a ticket. Not PM a dev.
Hey everyone,
I'm looking into this issue with Implausible. I asked him to posted our instructions - from the Champions forums - for sending us Windows system crash dumps on the STO forums as well, and they are now available here:
http://forums.startrekonline.com/showthread.php?t=161563
Generally, if your system is resetting, there is going to be some sort of hardware problem or driver problem. Depending on how your system is configured, you might get a Blue Screen of Death (BSOD) or an "instantaneous" reset. The thread above has some detailed information on this topic from Microsoft.
If the reset is due to problems in the graphics card Nvidia drivers, we'd like to get the Windows crash dumps to send to Nvidia. The thread has pretty complete instructions for sending us this information. When you upload a crash dump to us, generally I take a look at it to see if I can verify it's an Nvidia or ATI problem, and then I send it to our contacts at either company for their driver teams to investigate.
In some cases the driver problems will not be related to the video drivers. So in addition to keeping your video drivers updated, you need to maintain other drivers, like your PCI chipset, network card, audio drivers. Sometimes Windows Update has the most up-to-date versions of these kinds of drivers, sometimes not. If you want more information, check the references in the thread above. Or, you can search for presentations online by Mark Russinovich from Microsoft (formerly of Sysinternals) discussing diagnosing which drivers are causing problems - look for the topic Windows crash dump analysis. That's some of the reference information we've used to come up with our system crash response guidelines.
You might find more information from the Champions forum copy of this thread:
http://forums.champions-online.com/showthread.php?t=80407
I hope this helps!
Dave
For info: I have an Nvidia 8800GTX card. And yes, the very latest drivers. Didn't change anything.
Wow. Because you're only aware of one QA person posting on the forums (he's not the only one, although he is the most frequent), therefore that individual must memorize ALL outstanding tickets, and recall them on an ad-hoc basis.
Just wow.
Please no more off topic discussion on this thread.
Keep us updated!!
What are your Detail setting set to? Over 100% ?
No detail settings over 100% and I turned shadows totally off now. So, no post processing and dynamic lighting turned off as well and still locking up!
I know its a lot to ask but could you try submitting a Kernel dump the instructions are in the link below. This could give us a better idea of whats happening to your system.
http://forums.startrekonline.com/showthread.php?t=161563
Since im not getting a BSOD, Im not getting an automated Kernal dump report. I could try the manual inducing techinque that Cryptic recommends but im not that technically inclined to do so.