Support Special

AkiranBlade · 08-03-2006, 12:56

Hi all,

As some of you are aware, I have been suffering with an intermittent looting bug which happens just as I loot certain mobs. I believe, due to the frequency of globals I had been receiving that I these were my HoFs and that the developers have changed something in the HoF client-server comms code.

Now, this is my supposition, and without proper testing I cannot prove it, but due to my looting around the same time it would indicate that this was the case.

In any case I sent a support ticket to the support team to investigate this, and as you would expect, despite being a heavy depositor I have basically been given the cold shoulder with regard to my problem.

Support even had the cheek to say that what I was experiencing was NOT a bug! Something that wasn't there in the previous VU that causes a critical program error and crashes the client is NOT a bug????

Someone needs to kick some arses at MA, and if no-one is going to do it from MA I may even go over there and do it myself as this is totally unacceptable behaviour from a vendor of any type.

Below for you scrutiny is the support thread. Some of my text you will have to forgive due to the annoying nature of this problem.

And I hope this thread is seen as a tool to out the incredibly poor support and support policy currently in place, and not as a flameathon and I ask all that have comments on this to "keep it clean" with respect to flaming MA. I want to continue my time in EU and all I seek to do here is force MA to get their house in order.

AkiranBlade · 08-03-2006, 12:57

Quote:

Originally Posted by Support Case

Case 85566 History
13 Jul 2006 AkiranBlade:
Hi,

I seem to be getting a recurring problem when I go to loot mobs. It's happen twice. Just as the loot win is supposed to pop up I get a critical/program termination error. All I here is the loot win opening sound but the GUI doesn't render the loot win and I'm immediaely kicked out.

I sincerely hope that the loot code doesn't expect a client call back first as this could be happening for particular types of loots, like HoFs. As it's only happen twice in 5 days of hardcore hunting 2 times for me to HoF wouldn't be totally unrealistic and therefore it's reasonable to assume that this could have been the case, and the HoF was prevented from going through due to this bug.

I would like to rule out that it isn't a bug linked to HoF'ing only (as you know the HoF animation is different to a global) especially as I could have looted the Unique Green Atrox Egg and was prevented from doing so perhaps. I would be happy to test for a low value HoF at your leisure, if you can force one that is.

There were no other special circumstances for me to draw any other conclusions from the symptoms, and the HoF animation may be to blame. Of course if the procedure dictates that the loot is decided regardless of what the client is doing then this obviously isn't the case.

Regards,

AkiranBlade

15 Jul 2006 AkiranBlade:
This has just happened a third. I want confirmation that this is not due to the HoF animation otherwise this would mean I'm owed 3 HoF's due to your client bug.

I want a resolution to this or I will have no choice but to cease my activities within Entropia Universe and withdraw all my funds.

16 Jul 2006 AkiranBlade:
This has just happened again on looting a Champion Feffoid this time. I really need this investigating.

16 Jul 2006 AkiranBlade:
Im going to use a different machine which doesn't have SLi nVidia cards in it. I've already tried with SLi on and off and I get the problem in both configurations.

If I manage to HoF on the other machine then I will want to test my gaming machine in a control environment, when you finally get back to me.

25 Jul 2006 AkiranBlade:
OK, this has just happened yet again while crafting Armour.

You need to get back to me on this please, so we can do a controlled test and check to see what situations this occurs in.

Please get back to me soon on this. This really isn't fair that I'm being denied HoFs due to a bug, If that is the case.

30 Jul 2006 AkiranBlade:
This has just happened again as I went to loot an Atrox Alpha, I'm getting fed up with this now. When are you going to look into this?

01 Aug 2006 MindArk Support:
Hi,

We are sorry for the delayed reply, the workload on Support is currently high.

What you are reported is highly odd, especially since you have experienced the same issue from different computers.

Has it happened on other occasions than the ones you describe above? How often do you experience CTDs when not trying to loot?

Regards,
Entropia Support

01 Aug 2006 AkiranBlade:
NO, I couldn't use the other machine for long as the graphics card in it is not really up to the job and I get a lot of stuttering with the engine, so the issue is local to one machine with regard to looting.

It has only ever happened once when I was running back to a tp and no looting was occuring or had occured recently.

It would be really helpful to specify a time to do a small test on this, if anything to put my mind at rest. I seem to have shovelled many $'s into skilling and hunting and for little return lately.

This is the only way I can logically see that we can progress this at this time. I must express that this was not happening before this VU so I strongly suggest looking at the code regarding looting and perhaps more specifically the code which is related to delivering a HoF to the client.

My next log in will be on Wednesday, as Im not at home tonight.

I know you're dealing with support cases sequentially but please look into my FAP-90 disappearance A.S.A.P as it's affecting my activities within EU.

Many thanks,

AkiranBlade

02 Aug 2006 MindArk Support:
Hi,

We have not received any similar reports regarding participants CTDing as soon as they try to loot. We have checked your account and your account history and can not find any irregularities there, all is in order.

We will of course forward this information that you have sent us to the developers and should there be any irregularities, they will be adjusted as soon as possible.

We are not sure what you mean by your suggestion for a test, but as we said we have already checked your account and account history and everything looks fine. Regarding testing your computer, we can not provide such services. If your system and connection meet the requirements well, then that should not be related to this issue.

We will look into to your other support ticket as soon as possible.

Regards,
Entropia Support

02 Aug 2006 AkiranBlade:
The test would merely involve forcing a loot on me whilst hunting that would cause a HoF, just something small in value to get on the HoF list to prove or disprove that it is the HoF logic causing the problem on the client.

If this is to do with HoFs and I've missed out on 6 HoF's so I'm interested to know in what way I'm going to be recompensed for a bug introduced in this VU. Do you not think it is irregular for someone to kill a mob and then disconnect before actually getting any loot, I don't understand how that can not look irregular.

03 Aug 2006 MindArk Support:
Hi,

This is not a general issue and therefore not a bug. Regarding compensation; losses that cannot be verified in our log files can unfortunately not be compensated by MindArk. However, we will forward your information for further investigation to the developers and any irregularities found in the HoF system will be adjusted as soon as possible.
Regards,
Entropia Support

03 Aug 2006 AkiranBlade:
It's obvious something's been changed because I never used to get this in the previous VU.

Can you not run a test when I'm logged in next?

03 Aug 2006 MindArk Support:
Hi,

Unfortunately, we can not perform such a test as you are asking for. However, should any irregularities be found during our developers's tests, they will be adjusted immediately. We really do not have any more information for you in this matter, but should this happen to you again, you are always welcome to file a new support ticket and refer to this one: 85566.

Regards,
Entropia Support

Enjoy the read

Jimmy B · 08-03-2006, 13:05

Try going hunting in a big team. Take down a load of hogglos or something.

Make sure you are the one who loots each dead mob. Then when you HOF if you're theory is right you will CTD. But the HOF should come up for the other players in the team so then you'd know...

acaffrey · 08-03-2006, 13:11

I don't personally know anyone that deposits more into this non-casino than you.

MA should look after it's peoples better.

AkiranBlade · 08-03-2006, 13:11

Quote:

Originally Posted by Jimmy B

Try going hunting in a big team. Take down a load of hogglos or something.

Make sure you are the one who loots each dead mob. Then when you HOF if you're theory is right you will CTD. But the HOF should come up for the other players in the team so then you'd know...

I've tried, but when I want this to happen for testing, it doesn't appear. But I shall continue to try.

Fforest · 08-03-2006, 13:14

Feel for you mate. I don't get this problem 'cos I don't HOF

Must be something very specific if it is just affecting you (as far as you are aware)

If you want to team hunt and let me do the looting, I will quite happily hand the stuff over at the end

(Small to medium mobs only

)

Hope it all gets sorted soon

Airedale · 08-03-2006, 13:16

Quote:

Originally Posted by Jimmy B

Try going hunting in a big team. Take down a load of hogglos or something.

Make sure you are the one who loots each dead mob. Then when you HOF if you're theory is right you will CTD. But the HOF should come up for the other players in the team so then you'd know...

That's a good idea. It wouldn't even need to be a big team. Just one other avatar would do it.

Euroman · 08-03-2006, 13:17

Quote:

Originally Posted by AkiranBlade

I've tried, but when I want this to happen for testing, it doesn't appear. But I shall continue to try.

Let me know, and we can arrange a HOF hunt

(With a great deal of luck that is) hehe

AkiranBlade · 08-03-2006, 13:18

Quote:

Originally Posted by Euroman

Let me know, and we can arrange a HOF hunt

(With a great deal of luck that is) hehe

Will do, but I'll be bringing a friend

Photon · 08-03-2006, 13:18

Quote:

Originally Posted by Jimmy B

Try going hunting in a big team. Take down a load of hogglos or something.

Make sure you are the one who loots each dead mob. Then when you HOF if you're theory is right you will CTD. But the HOF should come up for the other players in the team so then you'd know...

I think this is a good idea. I'd be willing to try and see with you. Are you getting globals?