UCS-5024 Not Resolved

Status was updated this morning (last night JP time), not sure if you guys saw this--they still working on it:

http://forum.square-enix.com/ffxi/th...ll=1#post64252

LMAO This is uncanny. Tried reinstalling playonline software twice, like some of the people on the forum have done, and still getting the reactivate (LM-08) page, enter my info, login = UCS-5024 Invalid process. I give up. Hope they fix this soon.

OOOO. Please don't say that. After a little more than 6 yrs myself, the last thing I want to do is start over. If that happens. Sorry SE but I'd hafta go. Maybe this is a ploy for all of us to try FF14 lol

Hi everyone,

First off, we thank you for your patience as we are currently investigating this issue. Unfortunately we do not have a resolution at this time but are working diligently for one. Our support center is also experiencing high wait times because of this issue. Once we have additional information regarding this an official announcement will be made.

Once again, we thank you for your patience.

Thanks Nilvast. Appreciate you posting on the forum. Hope things go well and this issue can be resolved soon.

Just great. Tried to reinstall playonline software again, only this time deleted saved info from my 360. May have really messed up there because now it ask to link my playonline ID with my Gamer Profile every time before the infamous Reactivate (LM-08) screen. yay what fun. Guess its back to DA2 for a few hrs.

LOL yea my friend was just saying that too.

/sigh

I've got the LM-08 blues; ;

12 hours without official update at POL page about this issue :X

Wondering if I'll be able to log in tonight, but I am not being optimistic now...

Man this sucks. I know it wasn't SE's fault for the earthquake and tsunami, and they couldn't avoid the shut down in March. But now because they tried to appease us, they are only making matters worse for those of us that are suffering from LM 08 and 5024. Another three days, possibly more, into not playing a game that I've been dedicated to since 2004. I'm glad this is happening on basically my only time off. Hey, the way things are going, might be back up by the time I move across country at the end of the month.....
Please get this together SE.

Well guess it's back to lvling my whm taru mule, who doesn't have any real gear to make it worthwhile because all the gear he needs is on my main.

So many hours after, still same problems.

Can we have an update on the situation, or better yet a fix, please?

Mine finally worked. Didn't ask for anything this time just went through POL as if nothing ever happened.

Still kinda baffled that there was an issue at all...none of it makes any sense, but oh well.

GL to the rest of you that are still having problems.

SE...THIS IS UNACCEPTABLE!!! My account has been down since Saturday. I do not understand why you people cannot figure this out yet! My gosh, is your "crack team" so stumped they cannot resolve a problem they caused? It should not take this long! No wonder ff14 sucks so hard, you people honestly have no clue wth you are doing! You have a team that can create code but when it comes to problem solving, you my friends FAIL!! Give you time? How much time do you really need? Is it me or we the only ones that seem to know that the problem occurred after they did the April maintenance? Here's some help SE. If you did maintenance and then a problem arises it's a pretty good bet the maintenance caused the problem. Figure out what the maintenance changed and reverse it.

@ Sacher.... chill a little dude. For all we know, they may be having to sift through individual records to find the problem, verify whether an account should have qualified for refund, or whether it should have by normal billing practices been disabled after the billing took place. I've had to go through a manual process like that to isolate errors in credit card processing for an online tax payment app vs a county's tax database due to a Java code rounding error. It takes a lot of time, and they have only been able to put their normal number of staff member on it for roughly 1.5 working days because it happened over the weekend. Give them some time to sort it out.

Yeah, "some time", as in 3 days now?

I wonder how many months worth of "free subscription" are we getting after this. For all I know, I don't want any, I just want to be able to log in.

So many years paying them on time, why don't I get the same from this company?

This issue HAS not been resolved, and this is so rediculous, same error code since Friday morning for me,,,,,,,My main and 2 mules, cant get past the reactivation bs, give me a same error code....SE PLEASE Speak true and resolve this issue for us.

@Raist...I would "chill" if I wasn't paying for a service I cannot use. I have 3 accounts and all three are tried to the same card and bank and only one is messed up. People tend to forget SE is a business and we are their customers. They bring in over 5 mill a month (A MONTH) in subscription fees. As a paying customer, I EXPECT MORE! If you do not care what a business does to you great for you. As for me, well I know of many company's that can fix bugs in less than a day. The issue is SE honestly does not care how long it takes.

Quote:

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Originally Posted by RAIST

@ Sacher.... chill a little dude. For all we know, they may be having to sift through individual records to find the problem, verify whether an account should have qualified for refund, or whether it should have by normal billing practices been disabled after the billing took place. I've had to go through a manual process like that to isolate errors in credit card processing for an online tax payment app vs a county's tax database due to a Java code rounding error. It takes a lot of time, and they have only been able to put their normal number of staff member on it for roughly 1.5 working days because it happened over the weekend. Give them some time to sort it out.

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I have seen the same situation as Raist has. This type of problem is by no means limited to SE. Crap happens, and unfortunately it is not always so easy to undo the problem efficiently and quickly. Please try to keep in mind too that 1) after the recent disaster in Japan, it is doubtful that the SE offices there are currently fully staffed and 100% back up to their normal speed, and 2) for the people who don't understand why very little was seemingly done over the weekend, it is normal for most companies to have a very limited tech / finance staff over weekends. Have you ever tried to call your cable company or ISP over a weekend to resolve a billing/account issue? More often than not, you will be asked to call back during "regular business hours" for the billing department. These are also companies that people expect to have high levels of up time, and they are not perfect either - but are generally dealing with a much smaller (local) subscriber base.

For the people saying that these problems should be responded to by getting another free play period, think of it this way - the company is already comping you 4 weeks of play for your 2 weeks of potential downtime. I think it is more than fair on their part already. Please, just try to have some patience while they work on getting things back to normal.

Finally, if you find that the level of service we receive is so bad that you can't stand it, quitting the game over it is your prerogative. It's a valid move on your part if you are not satisfied and does send the message to SE in a way they understand since it affects their bottom line. I personally think that SE is probably trying to deal with the problem as best that they can given their current situation in Japan, and that we should try to be more patient in general. Quite often the bigger a company gets, the slower it is able to address problems like this, just because of the size of the player base.

Also have to understand this billing process is scripted to run on "auto-pilot" for the most part. The error occured during the night on the weekend in JP Time. So they were not able to put full man power on it until Monday morning their time, which was Sunday night NA time. For instance, as I am writing this it is 9:49PM Tuesday night for them, but 8:49AM my time. Not exactly the "normal business hours".

http://www.timezonecheck.com/

Problem is still there uninstalled PlayOnline and reinstalled still same error code.

Quote:

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Originally Posted by Mulch

Problem is still there uninstalled PlayOnline and reinstalled still same error code.

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Guys, why are you uninstalling POL? The problem is with POL's machines not granting you access to use them, not with your machine or the software on your machine.

Actually I uninstalled to get my friends names off there couldn't figure a way to delete his names off.

This is ridiculous, starting to wonder why I keep giving SE $14.95 a month. I can understand a one day outage, hell even a weekend but four days is crazy. I know you are not billing us for April (supposedly, I've heard different) but not letting us play though ironic, is pretty damn weak.

Day five, still can't get in.

Also, we haven't had any official news regarding this matter (as in POL page or official forum post from the right department) since more than 24 hours ago.

At least we have the right to know what is happening, how is the process advancing, % of complete, some kind of time table? Anything at all other than "have patience, we are working on it"?

You wonder why some people's error hasn't been resolved and some did? Give it some time. This is just my idea: There's thousands of people who were affected probably and the issue of "error UCS-5024" would be fixed by first come- first serve basis.
I reported it directly to costumer service on the very same day and just had to wait before everything came back online. You have to remember that the situation is also grim in Japan, much of the economy is being affected as well.

Quote:

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Originally Posted by Imoq

Day five, still can't get in.

Also, we haven't had any official news regarding this matter (as in POL page or official forum post from the right department) since more than 24 hours ago.

At least we have the right to know what is happening, how is the process advancing, % of complete, some kind of time table? Anything at all other than "have patience, we are working on it"?

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Not to worry we do know that the Egg-stravaganza is coming!

When a large group of your paying customers cannot access the goods they pay for, please SE do not kick us in the neck by telling us about collecting eggs.

Hugs and Howdy from Texas and Ramuh, yep i'm a UCS-5024 victim, too. See other 2 msgs for more details, but on the re-load playonline thing, "we didnt do this, cuz we knew it is just a time waster" the reason some may have done that, is because the technical/accounting people at SE told us to do this, since they knew we had nothing to do, & they could not fix it from their end, as our accts show up and fine & pmt method is fine. Playonline however shows 2nd accts on same pmt method as unpaid and deactivated, hence the communication between the 2 companies is forever at a stand still. If reloading playonline "as SE is telling people to try" actually worked, it would be on here. Hugs, and Hoping for a solution :)

Why do you even have customer service if you have no intention of providing 'service'?

I've been fairly laid back about this UCS 5024 error, but after four days of patiently waiting, I finally called the customer service line to find out what's going on. The gentleman who answered the call provided no information (he simply regurgitated what is on the site here in a bored tone), and did not offer a shred of empathy or a single apology. This error is frustrating, though I guess mistakes happen; the lack of information compounded with the utter indifference of SE's official representation is what is what I find completely unacceptable. Five years, hundreds of dollars, and you can't give me a rough timeline, you can't deign to say 'sorry, I know this has to be annoying'? THAT is infuriating, not some stupid error.

It is now Tuesday April 5th 2:15pm CDT and I still cannot log on. Same error different day. I do appreciate the mods letting us know some info each day and would still appreciate if they continue to do so. Will be looking for some kind of an update today. This is getting super depressing :(

have to remember it is only SE's 2nd business day since the error came up guys. It happened during a scripted process over the weekend. It's now 6PM Tuesday night for them. Try getting something done about your cable tv billing on a Saturday afternoon--not gonna get anyone on the phone to talk about it until Monday.

Quote:

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Originally Posted by RAIST

have to remember it is only SE's 2nd business day since the error came up guys. It happened during a scripted process over the weekend. It's now 6PM Tuesday night for them. Try getting something done about your cable tv billing on a Saturday afternoon--not gonna get anyone on the phone to talk about it until Monday.

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Would you please stop trying to talk in behalf of SE? YOU need to remember it's Wednesday morning already in Japan.

Yes, I -AM- aware you can't do a lot of billing-related procedures over a weekend, but once a very big, affecting paying customers problem has been detected then you start working nonstop (weekends, night time) until you fix the issue.

Also, you don't leave your loyal paying customers in the dark with an almost-two-days-old message telling them "oh, we are fixing this, please be patient, just keep trying to log in" without any further messages at all.

Seriously...

Agreed, Imoq. It's not so much the problem -- although I'm sort of shocked by the lack of professionalism at them NOT pulling a couple of guys in over the weekend to deal with it -- as the lack of communication/transparency. Problems happen, and are completely understandable, but the make or break is how you deal with them. SE's commitment to leaving its paying customers in the dark about the causes of this problem and what is being done to address it (and the apparent randomness of how they are reactivating accounts) is bad business.

Yes, personally its working now for a lot of us, and I wasn't overly concerned and my posts were attempts to be helpful. I still wouldn't be upset EXCEPT for what Imoq says, a little communication and updates go a long way. Most of us like to consider ourselves mature adults and understand this was a huge error and they are trying to rectify. SE has made noticeable improvements in their attempts to communicate with the player base, but their updates are far too infrequent in this issue. I work in IT for a medical company that works with hospitals, and this lack of updates and communications would not be acceptable business practice for me.

ditto, been trying to log all weekend, nothing was fixed for me, i dont know if this makes a diff and i dont troll posts to research the matter really, but on the SE account management website FFXI is not listed as an option that is automatically continued, don't know if that's even a change really, but i think that ffxi was on there before, just a thought, maybe something related to the jacked up SE payment system and the reg server maintenance and the error code, or could all be a coincidence i suppose.

Quote:

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Originally Posted by Imoq

Would you please stop trying to talk in behalf of SE? YOU need to remember it's Wednesday morning already in Japan.

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Not trying to speak on behalf of SE.. it's just that there have been over 400 posts on this issue in multiple threads. It's not like they aren't aware of the urgency of the issue. These things don't take a simple fix. I have had to do this kind of work for credit card processing internet apps that have had miscaclulations (specifically, a Java rounding error).

What you have to understand is that tracking just who got affected and fixing them each individually takes a lot of time. This isn't something they can just run a script to fix it. They have to find someone with a null id, check their payment history to see if they should be active, whether they qualify for waiver or should be billed, and either restore from a backup (which is painstakingly slow to restore just one object when it comes to databases) or otherwise track down the content ID and manually update the records. This has to be done on a case-by-case basis, and just simply takes time.

What you probably do not know is that it is not difficult to identify which accounts are affected when you actually call them as I did on yesterday. Granted, tech support is in cali, but they looked at my account and said there was nothing wrong with it, LOL. So I ask you, how difficult is it to identify accounts if you call them and report the problem? Guess the call center is a waste of money too. If SE wants me to stop calling them and posting then why don't they just come out and tell us they will not bill us for services we cannot use? If you are happy paying for something you cannot use PLEASE let me know and I will gladly set you up with some awesome services where you pay and never get anything in return! As a customer I should not pay for something I cannot use! Then again, this month was supposed to be free and look what that gets you..NOTHING!

sooo, should we call in to customer support or is it just a waiting game

@RAIST:

You really write like if you knew what are you talking about, but it seems you do not.

Are you in the same boat as us and can't enter? Good, wait quietly.
Aren't you in the same boat as us and can enter? STFU please.

It's annoying how we can't even vent our anger and frustration at not getting a single hint from SE. You seem to lose the point over and over again, so, I'll write in caps to emphasize it:

IT'S NOT ONLY THE FACT WE HAVE BEEN WAITING FOR FIVE DAYS NOW, BUT THE FACT THIS COMPANY IS VERY VAGUE AND SECRETIVE ABOUT WHAT IS HAPPENING, WHAT ARE THEY DOING TO FIX IT AND AN ESTIMATE ON WHEN PEOPLE WILL BE ABLE TO USE THE SERVICE THEY PAYED FOR.

Better? I hope you get it now.

So, has anyone actually gotten past the 'reactivate account' part, or if that pops up you know you're account is still screwed?
Or alternatively, has SE's advice of 'try again later' actually worked for anyone?