Yesterday i was in Grindia and was talking to the NPC willelda in the Lancers gild. When i froze up . I could move my camra , type in the Linkshell and /s /tell /shout. But i had no Menu access or anything. I used my controller , mouse , keybord. I couldent move or anything.
So i asked a LS member to call a GM for me. HE did After 5 mins the GM said "Thankyou for contacting us but we cant help your friend unless he makes the GM call himself. He can also goto support.na.square-enix.com for help"
I was like ok so i whent to SE support on the support webpage.
After going around the go around of menus and topics i finaly found accual chat support.
I talked to a support rep. Who after i explanined the situation she said theres nothing she can do and i sould call a GM. So i told her i cant call a GM because i have no Menu she said " I am sorry but then there is nothing we can do"
So i said so im going to have to reset my PC wile in game and risk data loss?
Shes closed the chat and basicaly said have a great day.
Wow thats some damn good support right there. So more or less if you get stuck in a CS or something you will have to just reset. I also asked her so you cant get a GM to me and just have them port me outside of the building? She dident respond.
SE support or lack there of
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04-03-2011, 02:36 AMDarkRainSE support or lack there of
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04-03-2011, 02:51 AMGrit
You can't use a proxy for talking to a GM.. they have no way of knowing if the request is legitimate or not. When your whole client freezes, there's nothing anyone can do for you bud.
While I understand that Square Enix support is sometimes impersonal, in this case all you can do is cntrl+alt+delete out of the game. The only information you may lose are UI and macro changes.
Teleporting you out of the building wouldn't solve anything.
Web support and GM support don't communicate in real-time. They are separate entities. -
04-03-2011, 02:53 AMLoke
For some reason that doesnt really surprise me. I'm sorry I have to kind of laugh at them on your behalf.
"We need you to contact a GM yourself."
My thought: "Yeah, you kinda forgot how your entire UI system works to begin with didnt you?"
I mean cmon, you cant even use /clock if in the middle of a synthesis. It just appears in the chat log instead of giving you the time/date/reset timers. Lead alone be able to use a menu when you're stuck in the middle of something to call a GM... Sorry to hear that, hope you didnt lose any data or corrupt any files from having to do that. :/ -
04-03-2011, 02:55 AMNabiri
It happens to everyone sometimes. As Grit said, ctrl+alt+delete is the only option.
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04-03-2011, 02:58 AMTheVedis
Hate to say it, but if your game froze...it froze.
A tech cant magicaly reach into your computer and unfreeze it for you, and if its something not related directly to the game(which usualy it isnt in some cases, but in some it is, fact is, it could be one of millions of things) then there is no direct way they can just fix it for you.
However, given that this is an MMO, data isnt lost when you restart. That is a concern and bane of non online games where you store all data localy. Which is not the case in an MMO. -
04-03-2011, 03:02 AMDarkRain
i wasent really froze in the sence of being unable to do anything. I could still rotate the camro , and type in LS chat. So i wasent totaly froze. But yeah durring the whole process i was on our voice server and i was like i bet you anything thay will say i will have to just reset. But i dient even get that from Support all i got was we cant help ya. Not even a you will have to reset. Even if i know the solution i still wanna here the soulation from a rep. You know .
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04-03-2011, 03:06 AMKilta_Firelotus
Pretty much what was said is true. Its not SE fault. People prank GMs all the time. (watch them on youtube with ffxi gm) GMs have to follow their rules. And they can't just talk to people outa the blue. Nor appear.
Its not being a lack of support. Just rules to follow. And you don't loose anything just maybe personal settings/macro you just did. -
04-03-2011, 03:09 AMKilta_Firelotusthey was being honest. A GM handles what you need, but since you couldn't contact them its not their fault. There are rules of how thing are done. I personally woulda just restarted the game. Instead of bothering with a gm call.Quote:
Originally Posted by DarkRain
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04-03-2011, 03:21 AMVesperNext time ALT+CTRL+DEL and restart the game it's what everyone else does.Quote:
Originally Posted by DarkRain
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04-03-2011, 03:24 AMSeirra_Lanzce
it sounded more like your connection got lost or something that make it freeze when trying to communicate with the server (calling menu up seems to do with connectivity as well or i'm wrong).
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04-03-2011, 03:25 AMZaene
Actually I've had the same issue with the same NPC in the Lancer's Guild. I think it's honestly a serious problem, when you target her and talk to her the game goes into NPC talk-to-you mode, but she doesn't say anything and you're stuck.
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04-03-2011, 03:26 AMSojiroI had that happen to me exactly in the same area right after servers came up after they were pulled from the tsunami/earthquake. I just killed the FF14 process (via task manager) and logged back in, although I had to wait for my client to time out before I could get back in. Just something you can try in the future.Quote:
Originally Posted by DarkRain
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04-03-2011, 03:32 AMDarkRainYes that is what happened. So that is why i wanted to contact a GM or Support i even gave the chat support the location and NPC name. So doing so maybe it would be something for them to look into fixing. It is annoying and it happend to me again today. And she is the Lancer quest givier so its extra annoyingQuote:
Originally Posted by Zaene
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04-03-2011, 03:37 AMNabiriI thought SE mentioned this issue somewhere.. I think they're already aware of it and working on a fix. I could be wrong though. It may have been something else.Quote:
Originally Posted by DarkRain
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04-03-2011, 03:38 AMSinzfeldtBit stuck up arent we? Nothing alt+F4 or ctrl&alt&del couldn't have fixed. Waste of a thread.Quote:
Originally Posted by DarkRain
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04-03-2011, 03:43 AMEvangela
If I am a contact center staff I can't help you too if you don't know how to use Alt+F4 or end task
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04-03-2011, 03:49 AMDarkRain
you know thats really easy to say . And again i knew what to do to fix the issue. What some of you are failing to understand is that NOT everyone is that smart maybe theres a 10 year old kid out there and this happened to them and there like well what am i saposed to do now? Turn off the power switch from the PC ( thats a NO NO) so dont assume everyone knows what to do. Although i did i still wanted to see if there was another way to address the issue. And when a Rep. JUST says sorry i cant help and dosent offer a Reboot option that sorta is like saying ohh you bought shoes and 1 dident have any strings sorry nothing i can do for you. When the responce should have ben do you want to exchange them or get some strings on us? SE could have offered help other then noting we can do , call a GM ohh thats right if i read what you wrote you have no menu to access a GM ok well then theres nothing anyone can do.
How about this " Im sorry so and so but you will have to Crtl,Alt,Del reboot your system and i am sorry again" now that at least would have ben something -
04-03-2011, 04:10 AMImpulseIf you knew what you had to do before even attempting to contact them, then you were simply wasting time (theirs and yours) and looking for a reason to complain about something. Common sense for anyone tends to be "Oh, this application froze? I should probably kill it and try again."Quote:
Originally Posted by DarkRain
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04-03-2011, 04:38 AMEdenT
Rather than call you an idiot like everyone else seems to be (you're not btw, yours was a perfectly reasonable expectation, and it is a little disappointing that they follow such annoying policy to remove liability).
I'll make a useful suggestion instead:
Back up your USER folder from the game's directory. I always kept regularly backing up mine in XI because there's nothing worse than losing all your macros and settings (with the exception of forced rear-entry by Cactuar). :( -
04-03-2011, 04:49 AMImpulseMacros/UI changes don't save until you log out of your character or shut down the game normally (not exactly sure which, but it's one of those). You won't lose all of your macros upon connection loss/forced shutdown, but only any changes you have made since logging in.Quote:
Originally Posted by EdenT
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04-03-2011, 05:10 AMEdenTYou can - or at least I did once in XI. All macros and settings gone after a crash and nowhere to be found. I continually backed up after that. It can happen.Quote:
Originally Posted by Impulse
You are right for the most part though - it's an uncommon thing, but it still can happen. -
04-03-2011, 05:30 AMImpulseYeah, I know what you mean. I've only heard of that happening thrice since starting XI back around NA launch. Though I've only heard of it happening on the console versions, so I assumed it was a non-issue for PC players. Thankfully macros aren't quite as essential in XIV as they were in XI eh?Quote:
Originally Posted by EdenT
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04-03-2011, 05:39 AMDarkRainYet lol . Accualy i have all my skill sets macroed and took allmost 2 hours to re macro everything so yes and no depends what someone has macroedQuote:
Originally Posted by Impulse
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04-03-2011, 08:52 AMAlhanelem
Honestly, the game is in such a transitional state right now that it's a lot to ask for their support staff to know everything about every problem with the game in it's current state of flux.
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04-03-2011, 12:11 PMKilta_Firelotus
DarkRain we do get what your saying, you just not getting everyone else. Just because you contact support don't mean everyone can help. There are only certain things they are suppose to do. What the person said was true. They couldn't help you because it wasn't their job to do so. Not everyone is going to make favors, only for it to be abused. You are just wasting time. Its like calling the hospital to report a robber. Sure they can call the cops for you out of being nice, but it isn't their job to do so.
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04-03-2011, 12:34 PMDarkRainNo not even close. the right thing to say would be i cant help you you will have to reboot. rather then i cant help you.Quote:
Originally Posted by Kilta_Firelotus
I can add another SE horror story. Just to prove how stupid there service is to the people who pay there bills.
Last year i me and my wife were playin 11. she quit in Febuary. So her account was inactive. i Restated in april. I got a world transfer , got 2 new exp. packs the crystaline proficy ones. Well come looking at my bank ststement thay chaged me 50.38 cents twice. I was like WTF! so i called them. And called my bank. THe second charge was charged to my wifes account witch is still close / inactive. Only my account was active. Her card and my card are linked to the same account. So i was like ok so why am i being charged 2 times. And there like well this account has a charge and thats all i see. Im like ok check my wifes account witch is inactive. There like i see a charge to that account. but that card has ben removed from our system 3 days ago. I was like how ironic. So i talked to the bank because that would be faster then waiting 2 weeks for SE to investigate the issue. So i did a reverse bank charge from the vender SE. Come to find out that faild because Se said it was legimit. Then i recalled SE andc was like again WTF how is this ligit when was her account last active thay said febuary. i was like ok when did my account get charged 50$ and change for my add-ons. April. I said ok so why again am i charged twice. And again no one could tell me why. SE has a habbit to dick with you and be very vauge. Even if you have all the info for them . Whats the ending of the story i paid 100 bucks for 1 world trans . and 2 add-ons when it was only 50 bucks. i never did get my cash back.
Thats SE for ya. But i like FF so i deal with this BS. If you ever have any kind of issue you will know how bad thay are when it comes to helping you -
04-03-2011, 12:44 PMKaedan
Why are you blaming SE tech support when your game froze? SE can't do anything about a problem that's entirely on your end.
And the only thing you "risk losing" is macros and settings you changed since you logged in. Everything else is stored server side. -
04-03-2011, 12:45 PMKaedanQuote:
Originally Posted by DarkRain
Wrong. They have RMT calling into support all the time trying to get access to people's accounts. -
04-03-2011, 12:51 PMMoth
No it is not a connection problem or anything, I have the same exact problem with Willelda. My hubby had the same exact problem with an npc when ever he tried to sell things to them. When it happens I just exit out of the game and log back on. It is just some bug, hopefully it will be fixed.
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04-03-2011, 04:29 PMKilta_Firelotus
Darkrain it is not their job to tell you that. They can ONLY say they can't help you.
And based on what you said, you bought the same addon twice. unless you got the moogle one then ACP.
Also in that situation you ask for a manager. I kinda find it funnt though cuz... world transfer and the addons are account basis you can only buy them under that account your on. the only way your wifes account woulda been billed if she did the same. Sorry i kinda don;t believe your secord story since its almost physically impossible to get charged on 2 different accounts. Since the account needs to have had purchased it. -
04-03-2011, 06:58 PMFrebaut
To the OP. SE did support you. Their was no lack of it. They couldn't help you because the game froze on your PC. Now like you said not all aspects of the game froze but the one's you needed to contact the GM did. I have had the game freeze also. Like you not all aspects froze. I have never had a problem with corrupting data from a hard reset from playing FFXIV and FFXI. Also FFXI froze countless times i can't even remember. I played FFXI on my 360.
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04-03-2011, 09:36 PMAbriaelSo basically your whole problem was that you didn't want to "risk data loss" (oh goodness) by resetting your PC or by simply forcing the game to close with the task manager?Quote:
Originally Posted by DarkRain
Sorry but I'm not in any way surprised that they couldn't help you. -
04-04-2011, 12:00 AMDarkRainYeah thats what i was saying. How can her account be charged when her account was inactive. It is true. I am NOT makeing it up just because. This is fact. No one there could help i had 2 options goto my bank witch is what i did or wait 2 weeks for them to look into the account. I even whent to my wifes Playstation and tried to log her in and it wouldent let her just to make sure her account was close. And thay did say yes there is a charge to her account but her card was takein off there file 3 days before i called asking about the charge. My bank manager even seen the charge and was like 2 charges for the same ammounts and were done useing both cards, So you dident have it happen so how dare you suggest to me that this dident happen when it did. You are lucky you havent had anykind of issues yet. But everything i stated there was fact and truth. I wouldent just put up some random post to slam Se if it wasent true. And like i said im still playing XIV. Im just out 50 bucks and change. And yes world trans got a moogle and shantos were the 2 add-ons at that time. Also the moth charge 9.99x2=19.98 + 25 world trans = 44.98 + month charge = 53 and change total. Charged twice on 2 different accounts where thay said one card was no longer on there file. So to me someone charged my account twice then canceled my wifes card from there files. How else am i charged 2 fees on 1 account on 1 chr but have both cards witch arnt linked in anyother way other then to the master checking account? I smell something not right there. So if you think i made this up really go screw yourself and pray it dosent happen to youQuote:
Originally Posted by Kilta_Firelotus
And to awnser how you can have 2 different accounts me and my wife have a join checking account and 2 different visa check cards that are linked to our master account number thats how you have 2 different accounts but 1 master account.