Support Desk Interface Unreliable

[EveK]

This gets reported every now and then here but invariably seems to be discarded as "unable to verify" or "insufficient information" or some such. This is a long-term, recurring, unresolved issue.

It's intermittent, so if you weren't able to verify it, you may have just gotten lucky. I don't know why it only fails sometimes, but it fails a lot.

Once again, though, here's a clear description of the issue:

1. User goes to Support Desk in game.
2. If they see anything under "Recent Replies & Notices," then it's fine and the issue did not occur. However, if it hangs on "Retrieving Information..." for a while and then after a few seconds stops "retrieving" and fails to populate anything, then it failed.
3. If it fails, then the user can still click the "Contact Us" tab and then a button like "Report Harassment."
4. However, if it fails, the text boxes that allow input for Title and Body in the ensuing window remain disabled and do not accept text, thus making the whole thing useless.

Somewhere along the way, I learned I could go back and forth between "History" and "Information" to let it keep trying to "retrieve information" until it finally worked. But this is super flaky.

I'm on Windows. And it's definitely not my internet connection.

[EveK]

It's especially bad at present, suggesting it has something to do workload.

[FelysLefaye]

I've been having the same problem all day, really annoying cuz I can't dismiss this gm response and it keeps nagging me every time i change zones.

[EveK]

Still completely broken. Is anyone presently able to get a functional form to fill out via Support Desk?

[EveK]

So I went with email support. Typed out a detailed report including timestamps, character names, full details of what occurred and in what context. Stayed in game the whole time afterwards, too. And I get the below response. Seriously? Management, please fix your people.

---

Hello and thank you for your GM call.

We have received your report regarding in-game harassment and we are sorry for any disruption that you may have experienced. Please accept our apologies for being unable to speak with you directly, as we found you were unavailable when we attempted to contact you.

As we wish to assist you further with your report, please reply to this ticket and include the following details, even if the ticket appears as ‘Closed’:

Your Character name:
Character name(s) of those involved:
Date and Time (including time zone):
Examples of what the other player said:

Upon receipt of this information, we will begin an investigation into any violations of our policy. In the meantime, we recommend adding this player to your blacklist. To do so, access the main menu, choose Social Lists, and then Blacklist. You can also Blacklist a player from the chat window itself by accessing the drop-down menu from their name and selecting ‘Add to Blacklist.’

We appreciate you contacting us about this matter. Should you have any further concerns, please do not hesitate to contact us and we will be glad to assist.

Thank you for your patience, and best wishes to you.
FINAL FANTASY XIV Game Master Team

[EveK]

Broken again. It looks like the timeout was lengthened to twenty seconds, but I just keep consistently getting "There is no information to display." on History and under "Recent Replies & Notices." Which is extra fun when the new message from support indicator is blinking.

[RawrKitty]

huge necro but im getting this exact same issue



Not exactly sure how to address it or make the notification go away