Disappointed by lousy service, you could be next. Beware.

Obviously you uninstall before you reinstall.

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Originally Posted by AcaciaTyrannia

Obviously you uninstall before you reinstall.

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You would be surprised what people do or do not. XD

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Originally Posted by Deatheye

Cause they use IP Ranges, not MAC.

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In this "laptop scenario" the individual never changed his IP or his IP range. It was the same network, as he had been playing on, in his previous laptop. New laptop comes in the mail, he installs XIV, logs in, doesn't use token, and gets the "account verification e-mail".
So if it's not reporting his MAC on login, it's reporting his computers IP? From his router? However his router hasnt dropped the IP from his ISP... So SE is having him verify his account from a new computer on the same local network?

But again, the major focus of this thread topic is ignored, to accuse folks of their own mistakes. SE's NA customer service is sub par, and it had been for a long time. I'm not saying its the people answering the phones either. Its the command and control at the top. It's a Japanese game, with Japanese accounts (aka, your account might be NA or EU but a Japanese company owns it). This causes all technical/support/account issues to be sent to Japan, creating a horrible overhead, increased resolution period, and overall unhappy players.
You personally may have never had to deal with them but from the folks who have, they'll agree that it's beneath what a million dollar company should be providing for its consumers.
give up some of the command and controll to a NA service center and an EU service center. It would ease the burden greatly, on not only the account technicians but the playerbase as well.

hmmm happen to me too, but i kind of wait it out and it settle it self when they fix the ward... :\

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Originally Posted by ShepardG

Explain how a person gets a new laptop, logs in at his house were he's always logged in, and gets the "account verification e-mail" from SE? Don't just call someone out with out an explanation, cause its rude.

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Then the whole account should be blocked, not just 1 char.

wow reading this, this is some bullshit, we need a better in game customer service that has admin rights to help people in situations like this. If SE really wants to bring a idea from other MMO's Having REAL in-game customer service is a must.

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Originally Posted by neorei

If SE really wants to bring a idea from other MMO's Having REAL in-game customer service is a must.

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I don't think in-game support would help since the OP can't log in to begin with.

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Originally Posted by neorei

wow reading this, this is some bullshit, we need a better in game customer service that has admin rights to help people in situations like this. If SE really wants to bring a idea from other MMO's Having REAL in-game customer service is a must.

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People can log into his account and character fine yet he can't = Not SE's problem.

People can't log into his account and character = SE's problem.

When it happened to me no one could get into my account, so maybe the reason that "nothing was done" is because it's not a problem on SE's end...?

Must be extremely impatient to delete your character and start over. It's a problem i've seen before, and so have other of my Linkshell members. Generally a patch update will fix it, or you simply have to wait until it works itself out.

YOU COULD BE NEXT! QUIT WHILE YOU CAN!

Seriously OP... Just because you had an issue doesn't mean everyone will. I personally have yet to have had a bad experience with support.

And you know, if you're stuck somewhere when an area crashes, you just wait. Really... why would you delete your character? You have no one to blame but yourself for making such a stupid choice.

No, I won't be next, because if an area crashes, I'll be waiting patiently for it to get fixed.

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SE's NA customer service is sub par, and it had been for a long time.

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It depends a lot on who you are and how you behave (and a little bit on the specific rep... The few times I've had a particularly bad experience, when I got a different rep it was totally different). If you're an impatient rude jerk who talks rudely to the person taking your call, you shouldn't be suprised when they aren't as friendly and helpful as they could be. In FFXI I had over 100 GM calls. I can only think of one where I had a real complaint that wasn't handled properly. Treat others the way you want to be treated and you get a lot further with *any* customer support.

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Originally Posted by Felis

Then the whole account should be blocked, not just 1 char.

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But in the OP's case it wasn't his whole account. He had an alt that he could log into fine.
Hence his server side data being corrupted. Curiously, after having his account logged in from another location AKA acacia logged onto the character in question, I'm curious if his account went through the security protocols. I assume it did, however, if for some reason it didn't then that would be another server side issue.
But again the CS of SE NA is powerless to trouble shoot this problem.

I jate to say it like this

but if you can log in
and you can access your account

the issue is NOT on SEs end, its on yours

SE does not control YOUR loading screen in the game, something is wrong with your client

a FULL UNINSTALL is required possibly to fix this, do what they told you, dont argue, cuz they probly know more then you do about fixing it, and just cuz you dont like the answer doesnt mean its bad customer service

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Originally Posted by TheVedis

I jate to say it like this

but if you can log in
and you can access your account

the issue is NOT on SEs end, its on yours

SE does not control YOUR loading screen in the game, something is wrong with your client

a FULL UNINSTALL is required possibly to fix this, do what they told you, dont argue, cuz they probly know more then you do about fixing it, and just cuz you dont like the answer doesnt mean its bad customer service

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This.

Uninstall doesn't just mean uninstall from the control panel. You have to uninstall from the control panel, then delete the program folder (C:\Program Files\SQUARE ENIX or whatever) as well as the C:\Users\<yourname>\Documents\My Games\FINAL FANTASY XIV folder. It also wouldn't hurt to scrub the registry (a program called CCleaner is good for that), then reboot your computer, then reinstall.

Also, try doing a "clean" reinstallation of the latest drivers for your graphics card. I don't know if AMD cards have this, but NVIDIA cards do as an advanced option.

Try logging on in another computer?

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Originally Posted by Zezlar

Must be extremely impatient to delete your character and start over. It's a problem i've seen before, and so have other of my Linkshell members. Generally a patch update will fix it, or you simply have to wait until it works itself out.

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So this happens to you after patch 1.23a or b. guess you'll just wait around till the next patch, eh? The thing is it SHOILD NOT be this way. Folks seem to be trying to justify this situation, when in essence, there is no justification for something like this. And I don't mean the bug itself. I mean the companies support capabilities to handle a situation like this.

These official forums are here to bring these topics to light, and having the own community belittle these kinds of problems is horrible.
Paying for a game, you've invested time into, to create a character you value, only to have a strange tech problem keep you from playing is ridiculous. Now... I don't know all the details but I agree with not deleting your character, hell, you should be able to afford 3 more dollars to create a new character, but a paying customer shouldn't HAVE to do this to enjoy a game their paying for.

Bottom line is this is happening, a resolution has not been found, and the lack of capabilities from the NA/eu customer service centers makes this a problem for the entire community.
A player shouldn't be so apathetic to think "oh it's not my problem, so I don't care"
One day it could be your problem, and if that day comes, wouldn't you want the support of the community to raise their voices to the creators of the game to provide a solution?
It's pretty sad when a majority of posts in this very thread seem annoyed with the very threads existence in their games forums.

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Originally Posted by ShepardG

So this happens to you after patch 1.23a or b. guess you'll just wait around till the next patch, eh? The thing is it SHOILD NOT be this way. Folks seem to be trying to justify this situation, when in essence, there is no justification for something like this. And I don't mean the bug itself. I mean the companies support capabilities to handle a situation like this.

These official forums are here to bring these topics to light, and having the own community belittle these kinds of problems is horrible.
Paying for a game, you've invested time into, to create a character you value, only to have a strange tech problem keep you from playing is ridiculous. Now... I don't know all the details but I agree with not deleting your character, hell, you should be able to afford 3 more dollars to create a new character, but a paying customer shouldn't HAVE to do this to enjoy a game their paying for.

Bottom line is this is happening, a resolution has not been found, and the lack of capabilities from the NA/eu customer service centers makes this a problem for the entire community.
A player shouldn't be so apathetic to think "oh it's not my problem, so I don't care"
One day it could be your problem, and if that day comes, wouldn't you want the support of the community to raise their voices to the creators of the game to provide a solution?
It's pretty sad when a majority of posts in this very thread seem annoyed with the very threads existence in their games forums.

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Once again.

If you can log in onto the account it's not a problem on SE's end.
If someone else can log into the account it's not a problem on SE's end.

There's no justification being made for a problem happening, however, if uninstalling and reinstalling (completely) doesn't solve it, then you should be working with SE (and they do actually take care of stuck characters, I know first hand) otherwise you can't sit and blame SE only for it to turn out it was your HDD/SSD failing.

Once again, since people want to post without reading.

Both of us have un-installed and re-installed. For the 5th time, it is a problem on SoE's end because it's a problem with the character connecting to --thier--- server. If it was a problem on my end or his end we wouldn't be able to log on alt characters, and even after spending a week on the phone with SoE they even told me there was nothing I could do and they "May find a solution at a later date."

I'll say it a 6th time since reading isn't america's favorite past time anymore.

We both uninstalled, it is not a client side problem according to SoE, they tried to blame my ISP but I've been playing successfully for the last year with no problems, and the other player having the same problem has a completely different ISP.

This thread has gotten silly. Try a full uninstall and reinstall of the client.

Start by going to www.ninite.com. Scroll down the list and click everything under Runtimes (because you always should have these current). Scroll down to Utilities and click Revo. Scroll all the way down and click get installer. Next page, click download installer. Click run/yes/whatever it asks and the Ninite installer will pop up.

Now run Revo and find FFXIV and remove it. Now go to your program files and delete the SE/FFXIV folders.

Now go to www.piriform.com and download/install CCleaner. Run CCleaner. Click registry tab and click Scan for issues. When it's finished, click Fix selected issues... Box opens up, click fix all.

Reboot. Reinstall FFXIV with original disc. Watch updates. Take a shower. Log in to FFXIV and attempt to load your character. This should fix the problem, if not let me know in a non-obnoxious way.

and deleting sucked, all I lost was 7 hamlet seals, and I'm already back at 6 after a week of hamlet. So it's not like anything was particularly difficult to replace. It's just annoying knowing that any time you log off, there is a chance you will not be able to log in again and have to delete your character, or wait a few months (While paying them) being unable to play.

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Originally Posted by Naelle

This thread has gotten silly. Try a full uninstall and reinstall of the client.

Start by going to www.ninite.com. Scroll down the list and click everything under Runtimes (because you always should have these current). Scroll down to Utilities and click Revo. Scroll all the way down and click get installer. Next page, click download installer. Click run/yes/whatever it asks and the Ninite installer will pop up.

Now run Revo and find FFXIV and remove it. Now go to you program files and delete the SE/FFXIV folders.

Now go to www.piriform.com and download/install CCleaner. Run CCleaner. Click registry tab and click Scan for issues. When it's finished, click Fix selected issues... Box opens up, click fix all.

Reboot. Reinstall FFXIV with original disc. Watch updates. Take a shower. Log in to FFXIV and attempt to load your character. This should fix the problem, if not let me know in a non-obnoxious way.

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Fascinating but for the SEVENTH time, we did this. Registery flush and everything, did not fix it. Please read threads before posting =/

Now I Obviously don't post much on the forums however in this case I thought I would mention that all of your character data is stored in the "My Documents\My Games\FFXIV\" folder and if you are able to log into another char on your account and other ppl are able to log into your stuck char on their computer the most likely problem is the character files stored in that folder. Deleting your char and recreating will "resolve" this but only because you are no longer using these particular files any more. Also Uninstalling/Reinstalling FFXIV does NOT remove these files. It's been said many times in this thread already but what it comes down to is that if other ppl can log into your char and you can log into your mules then SE is not responsible for this problem. Just to be clear : Not placing blame at anyone's feet however due to the character files being placed in the my documents folder this is often overlooked when troubleshooting.

I have read this thread and it's pretty clear that if it were a problem with SE nobody would be able to log in that character. I understand you're upset but you're focusing your anger in the wrong direction. If other characters on your account are working and other players are able to log in to that character? Think about it. If the character was corrupt, which is something that has happened to me, nobody would be able to log in. If anyone else can log into that character you could just as easily log in from a different computer and play that character. That leaves only your computer to be to reason for the issue.

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Originally Posted by Reyko

Now I Obviously don't post much on the forums however in this case I thought I would mention that all of your character data is stored in the "My Documents\My Games\FFXIV\" folder and if you are able to log into another char on your account and other ppl are able to log into your stuck char on their computer the most likely problem is the character files stored in that folder. Deleting your char and recreating will "resolve" this but only because you are no longer using these particular files any more. Also Uninstalling/Reinstalling FFXIV does NOT remove these files. It's been said many times in this thread already but what it comes down to is that if other ppl can log into your char and you can log into your mules then SE is not responsible for this problem. Just to be clear : Not placing blame at anyone's feet however due to the character files being placed in the my documents folder this is often overlooked when troubleshooting.

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This. I'm sorry but if you can connect to any characters on your account and someone else can log in, you can no longer blame SE because that means it's a client side issue. Remember, when you uninstall you don't always remove every trace of data even with registry flushing, because custom files and save files etc tend to be saved incase you choose to reinstall later.

Speaking with any CS rep they follow a script, so it was a defacto response given. So the issue can't be purely on SE's end unless you nor anyone else can access it. Much like my issue no one could get into my account.

This thread reminds me of...

http://www.youtube.com/watch?v=BepgNl14dVc

Actually it's more like this.

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Originally Posted by ShepardG

So this happens to you after patch 1.23a or b. guess you'll just wait around till the next patch, eh? The thing is it SHOILD NOT be this way. Folks seem to be trying to justify this situation, when in essence, there is no justification for something like this. And I don't mean the bug itself. I mean the companies support capabilities to handle a situation like this.

These official forums are here to bring these topics to light, and having the own community belittle these kinds of problems is horrible.
Paying for a game, you've invested time into, to create a character you value, only to have a strange tech problem keep you from playing is ridiculous. Now... I don't know all the details but I agree with not deleting your character, hell, you should be able to afford 3 more dollars to create a new character, but a paying customer shouldn't HAVE to do this to enjoy a game their paying for.

Bottom line is this is happening, a resolution has not been found, and the lack of capabilities from the NA/eu customer service centers makes this a problem for the entire community.
A player shouldn't be so apathetic to think "oh it's not my problem, so I don't care"
One day it could be your problem, and if that day comes, wouldn't you want the support of the community to raise their voices to the creators of the game to provide a solution?
It's pretty sad when a majority of posts in this very thread seem annoyed with the very threads existence in their games forums.

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Oh no i'm definitely not justifying their piss poor customer service. It's definitely unacceptable but I think remaking a character and deleting the old one would be a really dumb decision.

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Originally Posted by AcaciaTyrannia

This thread reminds me of...

http://www.youtube.com/watch?v=BepgNl14dVc

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Seriously, blaming SE constantly even though it's not their issue or else no characters would be able to log in.

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Originally Posted by Eekiki

Actually it's more like this.

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/thread
/10

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Originally Posted by ShepardG

In this "laptop scenario" the individual never changed his IP or his IP range. It was the same network, as he had been playing on, in his previous laptop. New laptop comes in the mail, he installs XIV, logs in, doesn't use token, and gets the "account verification e-mail".
So if it's not reporting his MAC on login, it's reporting his computers IP? From his router? However his router hasnt dropped the IP from his ISP... So SE is having him verify his account from a new computer on the same local network

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Over here it's standard issue for people to be assigned dynamic IPs, I do know that for whatever goddamn reason my previous ISP was very fond of using a rather large range of IPs, and it'd reassing a different one every time you reconnected, or every 8 hours.
Playing on the same machine, during a rather stormy night, I had to reconnect 5 times. And I got an account verification e-mail.

How come that without even turning off my computer my MAC address changed?

since none of you have anything useful to contribute except for suggestions for things I did two weeks ago, this thread only serves as a warning. I hope some of you get to experience this yourselves in the near future, until then have fun!

One last tidbit I left out of first post. Using Revo make sure you choose the Advanced option after clicking uninstall. It will scan your HDD and remove all information from the FFXIV install. Just uninstalling and reinstalling does not remove the character data. This is why your UI and macros remain. Until you completely remove EVERYTHING (Meaning your new characters UI and macro will be back to default) that character will be unplayable.

my UI and macros did not remain.

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Originally Posted by AcaciaTyrannia

since none of you have anything useful to contribute except for suggestions for things I did two weeks ago, this thread only serves as a warning. I hope some of you get to experience this yourselves in the near future, until then have fun!

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Honestly wouldn't mind the issue because I know how to fix it. Perhaps if you were more open to the suggestions and actually try them, you wouldn't be so unhappy. I understand it's too late for you to fix it, having deleted your character, but don't throw out incorrect statements and try to blind the OP into making the same mistake.

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Originally Posted by Naelle

Honestly wouldn't mind the issue because I know how to fix it. Perhaps if you were more open to the suggestions and actually try them, you wouldn't be so unhappy. I understand it's too late for you to fix it, having deleted your character, but don't throw out incorrect statements and try to blind the OP into making the same mistake.

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Yet she went on and called other people rude in other topics lol.

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Originally Posted by Naelle

Honestly wouldn't mind the issue because I know how to fix it. Perhaps if you were more open to the suggestions and actually try them, you wouldn't be so unhappy. I understand it's too late for you to fix it, having deleted your character, but don't throw out incorrect statements and try to blind the OP into making the same mistake.

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You have said -NOTHING- in your posts that was not tried, you've yet to offer any information or advice not tried, so at least we can agree: I really hope this happens to you.

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Originally Posted by Elexia

Yet she went on and called other people rude in other topics lol.

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I was gonna say somethin' about pots and kettles, but you beat me to it. :D

Really, Acacia, what exactly would you consider useful here?
I actually saw a lot of truly useful posts because the only thing we, as a community, can do is try to help.

None of us (or at least I believe) think that a powerless customer service is helpful to the game, I do not even particularly think anyone here is being strictly defensive of SE. Hell, despite how much I dislike Elexia, even a broken clock is right twice a day, it really IS most probable that the problem is on your end in that particular case so the only thing that the CS can do is try to run you through their troubleshooting and if that does not works, they are definitely unable to do anything, even if they had admin access ot the servers.

So let's get one thing out: Can people agree that Customer Service needs to have a bit more power to help in technical issues? I hope so.

On the note of your particular problem: Is it likely that it's exclusively on your end? Seems so. Is it easily solvable? Does not looks like it. Is it arcane? Definitely. What can the community give as constructive comments on a thread about it? Their possible solutions to it (I think that Reyko got it, i'm very sure the force-crash caused a bojangles in your local char data)

How is it exclusive when this post is about it happening to someone else? And how is information useful when I already tried it and didn't work? I could understand if I was someone who didn't know how networking and computers worked, but at the point where I posted I uninstalled/reinstalled and attempted port fowarding, it should have been obvious I have a pretty good idea what I'm doing. If anyone had posted ANYTHING i hadn't already tried, I would have said thank you. That has yet to happen though.

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Originally Posted by Skies

Really, Acacia, what exactly would you consider useful here?
I actually saw a lot of truly useful posts because the only thing we, as a community, can do is try to help.

None of us (or at least I believe) think that a powerless customer service is helpful to the game, I do not even particularly think anyone here is being strictly defensive of SE. Hell, despite how much I dislike Elexia, even a broken clock is right twice a day, it really IS most probable that the problem is on your end in that particular case so the only thing that the CS can do is try to run you through their troubleshooting and if that does not works, they are definitely unable to do anything, even if they had admin access ot the servers.

So let's get one thing out: Can people agree that Customer Service needs to have a bit more power to help in technical issues? I hope so.

On the note of your particular problem: Is it likely that it's exclusively on your end? Seems so. Is it easily solvable? Does not looks like it. Is it arcane? Definitely. What can the community give as constructive comments on a thread about it? Their possible solutions to it (I think that Reyko got it, i'm very sure the force-crash caused a bojangles in your local char data)

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Are you sure it was a bojangles? It could have been a hullabaloo. We'd need more informationto determine that.

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Originally Posted by AcaciaTyrannia

How is it exclusive when this post is about it happening to someone else? And how is information useful when I already tried it and didn't work? I could understand if I was someone who didn't know how networking and computers worked, but at the point where I posted I uninstalled/reinstalled and attempted port fowarding, it should have been obvious I have a pretty good idea what I'm doing. If anyone had posted ANYTHING i hadn't already tried, I would have said thank you. That has yet to happen though.

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Format your HDD. That's the fix. We're trying to assist with this issue without going to the extreme lengths but if you really feel you need -more- than we've given, there it is. Do you like the answer? No. Will it fix this problem? I'm willing to bet that it will. If the characters are accessible from other machines then it is your machine. It's that simple. If 1 out of 50 cars blow up does that immediately mean the highway is unsafe? Be reasonable, we're trying to help. I'm sorry we couldn't help with your issue.