Error 30002 after reactivating account.

[Rikester]

Greetings everyone,

We understand the frustration you’re all feeling regarding this error and being unable to log into a specific character. Unfortunately, we aren’t able to assist with this issue any further via the forums as it requires specific account-related details that we need to collect and provide to the development team.

We need you to please contact the Square Enix Support Center via support.na.square-enix.com and there you’ll be able to submit either a chat request or call our representatives for us to better assist you.

Thank you for your understanding and we deeply apologize for the frustration that this issue is causing you.

Stephen I called into the phone support line and talked to Justin, he said that on their end my account and character look correct and that my issue needs to be forwarded to the engineering department (or dev, difficult to tell with the backpedaling). He also said that my error code may imply that my character may not be able to login because my character might not have been moved to the new server or is in an area that no longer exists.

My information that Justin wanted me to convey for accurate forwarding:

Character Name: Rike Ster
Server: Durandal, formerly Rabanastre (account was not active during merger)
Issue: Unable to log in with Rike Ster but able to with a character (Ret Sekir) I created for testing. Tested with multiple computers, ISP's and locations all with the same error.
Error Code(s):
An error has occurred on the game server.
(30002)1343761480,4406262,5
(30002)1343766138,4406262,5
(30002)1343766227,4406262,5
(30002)1343766288,4406262,5
(30002)1343766358,4406262,5
These were over a few minute period, the "4406262,5" have been consistent for 3 weeks, while the numbers before it just keep climbing.

Justin also said that my ticket numbers are useless to Stephen and whoever he forwards this to, but it can't hurt to pack the information on. Ticket #1687200 and confirmation, dev or bug report #101848463; I have no idea at this point, "getting the run around" has been given a whole new meaning. Reposting as my bump to better help getting read by SE_Stephen.

[Onisake]

Stephen I called into the phone support line and talked to Justin, he said that on their end my account and character look correct and that my issue needs to be forwarded to the engineering department (or dev, difficult to tell with the backpedaling). He also said that my error code may imply that my character may not be able to login because my character might not have been moved to the new server or is in an area that no longer exists.

My information that Justin wanted me to convey for accurate forwarding:

Character Name: Rike Ster
Server: Durandal, formerly Rabanastre (account was not active during merger)
Issue: Unable to log in with Rike Ster but able to with a character (Ret Sekir) I created for testing. Tested with multiple computers, ISP's and locations all with the same error.
Error Code(s):
An error has occurred on the game server.
(30002)1343761480,4406262,5
(30002)1343766138,4406262,5
(30002)1343766227,4406262,5
(30002)1343766288,4406262,5
(30002)1343766358,4406262,5
These were over a few minute period, the "4406262,5" have been consistent for 3 weeks, while the numbers before it just keep climbing.

Justin also said that my ticket numbers are useless to Stephen and whoever he forwards this to, but it can't hurt to pack the information on. Ticket #1687200 and confirmation, dev or bug report #101848463; I have no idea at this point, "getting the run around" has been given a whole new meaning. Reposting as my bump to better help getting read by SE_Stephen.

Stephen has said he can't do anything else via the forums. I'm not sure posting this will help at all.

next time you call ask explicitly who can forward to the dev/engineering team. is this stephen? someone in the call center? how can you get in contact with them? escalate if you have to. remind them it's been months/weeks and the issue should have been resolved by now.

there's a 'dance' you have to do when working the Customer Service/Tech Service sometimes. the more specific the question you ask the better off you are. a lot of the time they are instructed to not volunteer information. so you have to explicitly ask for it. I remember working with Amazon one time. and the guy kept saying 'this is the best i can do' and i'd say 'that's not good enough' and i kept getting a better and better deal (they screwed up shipment. I had ordered a CE of ME3 for release day delivery. i ended up waiting a week before it actually arrived. they left off address line 2.) ended up with $60 gift certificate when i was originally told the best they could do was $15.

[Shadowedge]

Stephen has said he can't do anything else via the forums. I'm not sure posting this will help at all.

next time you call ask explicitly who can forward to the dev/engineering team. is this stephen? someone in the call center? how can you get in contact with them? escalate if you have to. remind them it's been months/weeks and the issue should have been resolved by now.

there's a 'dance' you have to do when working the Customer Service/Tech Service sometimes. the more specific the question you ask the better off you are. a lot of the time they are instructed to not volunteer information. so you have to explicitly ask for it. I remember working with Amazon one time. and the guy kept saying 'this is the best i can do' and i'd say 'that's not good enough' and i kept getting a better and better deal (they screwed up shipment. I had ordered a CE of ME3 for release day delivery. i ended up waiting a week before it actually arrived. they left off address line 2.) ended up with $60 gift certificate when i was originally told the best they could do was $15.

That's the problem -- he DID call customer support back after Stephen told him there was nothing more he could do, and customer service sent him right back to the forums, also saying there was nothing they could do. They said someone from this side had to forward a ticket to the dev team. This whole thing is frustrating me, and it's not even my issue.

[Onisake]

That's the problem -- he DID call customer support back after Stephen told him there was nothing more he could do, and customer service sent him right back to the forums, also saying there was nothing they could do. They said someone from this side had to forward a ticket to the dev team. This whole thing is frustrating me, and it's not even my issue.

They are two different departments, they may not even be in the same building or the same state. the call center will have access to very different things than the forum guys.

and like i said earlier, they need certain account information to help look him up on the server. they cannot take that information via the forums.

A lot of people have a misconception about how tech services, tech support, and customer service work. in some cases these are one and the same. other times they are 3 different departments with 3 very different agendas.

NA side, I'm near positive they are all Tier 1 or maybe tier 2 tech support at the most. from what i've heard our two friends here have not talked to anyone past Tier 1, but this is all anecdotal. The ones who actually have the know-how and resources to fix the problem are going to be tier 3. and it's not going to hit Tier 3 unless they call in more or the problem has a higher frequency. not to mention if it IS a server issue it has to go to a tier 3 guy in Japan.

So keep calling. you either need to be willing to wait for the new servers to launch or be willing to call in at least once a day. you likely won't make progress otherwise.