Why People Post Errors on here instead of support.

So, I understand why Mystryl closed the last forum regarding the Sweeper Critical Error thing. She also advised us to send pertinent information to the support team via the link. I complied because I truly am trying to help out in getting this issue resolved quickly. So, below is what I did, got, and why I think people are upset with support.

It is almost as if I was talking to myself. MY computer is not having problems (as I stated) it is the crashing of other people when I do a skill. Why run me through all these tests and stuffs and tell me to update my sytem instead of just saying, thanks for the report, we know it is an issue and we are working on it.

I'm not sure if this is a common issue amongst players who "follow the rules" when trying to get bugs fixed, but it is the case, why even submit to support anymore for help? I might as well join the bandwagon and just start complaining if this is the end result.

READ FROM THE BOTTOM UP so you can see the way things played out.

Subject
Critical Error/Crash for Sweeps in LINEAGE 2

Discussion Thread
Response (Parson) 02/15/2006 01:39 PM
Hello Ray,

Thank you for sending DxDiag results into us. In order to assist you better we suggest you to please visit your laptop manufacturer's website and make sure that you have updated all the drivers from there.

Please let us know if you require further assistance with this issue.

Regards,
Customer (Ray) 02/15/2006 12:36 PM
While I don't think MY computer is the problem, I still completed the tests that you asked for. This appears to be a system-wide bug, not an individual one.
Response (Garry) 02/15/2006 12:26 PM
Hello Ray,

Thank you for contacting us. I’d like for you to run some DirectX Diagnostic tests and send us the DxDiag.txt file created when running a report within DirectX.

To do this, follow these instructions:

- Click Start -> Run
- Type 'DxDiag' in the box and click OK.

While you are in the DirectX Diagnostic Tool, follow these instructions:

- Click on the Display tab. Click "Test DirectDraw" and let it run its tests. Then click "Test Direct3D" and let it run its test. Let us know of any failures or issues running the tests. - Click on the Sound tab. Click "Test DirectSound" and let it run its tests. Let us know of any failures or issues running this test.
- Click the Music tab. Click "Test DirectMusic" and let it run its test. Let us know of any failures or issues running this test.
- Click the Network tab. Click "Test DirectPlay". Click OK in the window that opens up and wait for another window to open. Once the "Dxdiag DirectPlay Chat" box opens, go ahead and click "Close".
- Once you have run all of the above tests, click "Save All Information". This will ask where you would like the DxDiag.txt file saved. Remember where you save it so that you can find it later to send to us.
- Attach this DxDiag.txt file to your response when you write us back.

Once we have this file, we will be able to see a bit more of what is happening and hopefully what is causing the issue that you are receiving.

Regards,
Customer (Ray) 02/15/2006 09:23 AM
Not sure if everyone is as forthcoming with information instead of complaints....here is what I have seen.

1. Spoil is not the issue. I can spoil and spoil and nobody crashes in the party I am with.

2. When I sweep a key material such as fabrics, designs, or something like that in a single quantity, nobody in the party crashes.

3. When I sweep a regular item like stems, varnish, or other "low" level mat, and they are in a quantity greater than 1, almost 95% of the time someone in the party crashes.

4. It appears the same people crash everytime. I play with a group with members (dont need full names I assume) R, VP, S, VE, and myself L. When I sweep in situation 3, usually R and VP crash. Sometimes R and S crash, but these three are the one's that almost ALWAYS crash in this situation. VE seems to be immune for some reason.

5. Could the person who receives the "tainted" spoil be the one who is immune to any sort of crash? Meaning, if there is a crash (s)he doesn't go down?

6. I've never crashed on the sweep, just others in my party.

7. Some people think this is only happening in new areas. However, I have not been able to test this extensively. I feel it is more of a >1 item spoil/sweep.

From my understanding support by means of the web site is the same as support for the game.

The first person to reply is first tier...So they will make you do all those tests and gather all the info they can before handling it off to the next tier.

That is how i understand it, but something just doesn't figure out right in that case.

From what I've seen, Splatter is correct. Support is outsourced, so the first thing that happens when you contact them is that they will walk you through a standard script. To try and catch any simple problems, not very productive in this case though.

From the bug reports I've sent in this is how it goes. Once you get past the fist teir support, you will get a response from one of the GMs (these are the same GMs you see in game if you type /gmlist) and then QA, maybe.


The actual cause of this particular bug, is a typo in one of the game files. Shouldn't take too long to fix, hopefully next weeks maintance.


You're beging to get prety good at tech support Splatter, trying for a summer job at NCsoft? ^^

In a way thats true and not true.

The first tier of support is outsourced thats my understanding of it, while the second tier and the HGM's are in house. My main issue with support is how they are classified if your a 1st, 2nd, HGM, or QA you're known as ether =GM Name= or Name GM=.

I think the idea of that is not to alienate the GM staff, but all it does is alienate the players instead. I support the idea of different gm naming levels, the basic idea behind it is that when i submit a petition and get a GM i know thats first tier. When someone with the title of GM2 replies i know i'm talking to the second tier.

Not so long ago i sent Spam a PM about changes to the system of support for the better. And outlined the idea of linking in game petitions to the current system of web support. An example would be say you made a petition about a problem player once it's submited thats it, but what if you could access that petition using the current support system to add new information.

As for a job with NC support... Only if i can telecommute. :D

This post is mainly about why the suport made us do dumb things about this, we all KNOW whats causing this bug, and it's a typo in one of there files, nothing related to your computer at all.

Just becose of that typo sometiems then and then when you spoil more then 2 items of the same one it's a big chans the client gonna buffer up more ram then you have, and yeah cause a buffer underun problem.... who itself is a big and dangerous hole, but not only that terminate the needs for all us BH's to actually be able to play our class....

It's ben over a week now and yet not fixed so eh, I'm seriously starting to wonder if this was ment to be like this, to kill us last dwarves off the server so the farmers can take over.

I want this to be fixed assap, as right now thers not many areas I can play in, I know one spot where just one type of monster is, and luckely can't spoil 2 things. Still freeking enoying like hell to not be able to spoil what I want.

This post is mainly about why the suport made us do dumb things about this, we all KNOW whats causing this bug, and it's a typo in one of there files, nothing related to your computer at all.

Just becose of that typo sometiems then and then when you spoil more then 2 items of the same one it's a big chans the client gonna buffer up more ram then you have, and yeah cause a buffer underun problem.... who itself is a big and dangerous hole, but not only that terminate the needs for all us BH's to actually be able to play our class....

It's ben over a week now and yet not fixed so eh, I'm seriously starting to wonder if this was ment to be like this, to kill us last dwarves off the server so the farmers can take over.

I want this to be fixed assap, as right now thers not many areas I can play in, I know one spot where just one type of monster is, and luckely can't spoil 2 things. Still freeking enoying like hell to not be able to spoil what I want.

I hate seeing the reply: "The game is working as designed, the problem is on your end." When in actuality the problem is the game.

but anyway, I've only had problem with the game a few times - not counting the many times a week/day that I get crit errors and the game crashes.