All my characters are deleted!

sickboy2808 · October 2016

We still got the problems then?? Ha they take their time fixing this. The most important part of the update,actually being able to Login.

Enodoc · October 2016

sickboy2808 wrote: »

We still got the problems then?? Ha they take their time fixing this. The most important part of the update,actually being able to Login.

It's probably not high priority. Logging in works, you just have to jump through a couple of hoops to get there.

sickboy2808 · October 2016

Yeah i understand what your saying, just annoyed as i tried playing for a wee sneaky 30 mins before work this morning and couldnt log in.

lakaisl · October 2016

Enodoc wrote: »

sickboy2808 wrote: »

We still got the problems then?? Ha they take their time fixing this. The most important part of the update,actually being able to Login.

It's probably not high priority. Logging in works, you just have to jump through a couple of hoops to get there.

I'm not readjusting my settings every 2 or 3 loggins!

The folders "Live" in Document is the cause of the problem....

ZOS_GinaBruno · October 2016

Hey folks,

To be clear, we are actively working on fixing this, and will be something that will be in a future incremental patch. In the meantime, the best we can do is advise you to follow the published workarounds. We understand this isn't ideal, but again, are working on a more permanent fix.

Tandor · October 2016

People with continuing problems accessing the EU server or missing their characters need to read post #204.

It shouldn't be necessary to actually log in to the NA server and out again in order to log in to the EU server. Read post #204 for the process to follow.

It isn't enough to see the EU setting on the left side of the game login screen and select "Live - EU" then hit "Accept". If you log in from there without waiting a moment or two to see a reference in the top message under "Announcements" to the EU server then you will log in to the NA server. All the time that message refers to the NA server that is the one you will log into. Again, read post #204.

If you do log in to to an empty character screen it is very unlikely to mean that your characters have gone. It's far more likely that you have logged in to the NA server instead of the EU server. You guessed it - read post #204.

Thanks to @Lanxorot for post #204

!

ZOS_GinaBruno · October 2016

That is a great post from @Lanxorot! To make it easy to view, you can just click here.

elvenmad · October 2016

ZOS_GinaBruno wrote: »

That is a great post from @Lanxorot! To make it easy to view, you can just click here.

GG a player work around, although it does not work for every one, hows about a more professional approach and actually fixing the issue

lakaisl · October 2016

ZOS_GinaBruno wrote: »

Hey folks,

To be clear, we are actively working on fixing this, and will be something that will be in a future incremental patch. In the meantime, the best we can do is advise you to follow the published workarounds. We understand this isn't ideal, but again, are working on a more permanent fix.

Not ideal? You've got to be kidding me.

Tyrion87 · October 2016

ZOS_GinaBruno wrote: »

Hey folks,

To be clear, we are actively working on fixing this, and will be something that will be in a future incremental patch. In the meantime, the best we can do is advise you to follow the published workarounds. We understand this isn't ideal, but again, are working on a more permanent fix.

But are you guys aware of the fact that EU players, or at least some of them, including me, are assigned back to NA server when they close the game and try to log back in? Thus, we need to repeat the NA->accept->EU->accept->wait several minutes thing each time when we want to log into the game? It's definitely something for a hotfix, and not for a future incremental patch...

Gargath · October 2016

Tbh if I was a customer support agent I'd feel embarrassed linking player's posts as official solutions for the community

. Fortunately I'm not working on this position

. And I also need a hotfix, not incremental at indefinite future.

ZOS_GinaBruno · October 2016

Just trying to raise visibility for the workaround, which was originally posted yesterday. This thread is moving quickly, though, and the pictures that @Lanxorot help a lot.

Tandor · October 2016

Tyrion87 wrote: »

ZOS_GinaBruno wrote: »

Hey folks,

To be clear, we are actively working on fixing this, and will be something that will be in a future incremental patch. In the meantime, the best we can do is advise you to follow the published workarounds. We understand this isn't ideal, but again, are working on a more permanent fix.

But are you guys aware of the fact that EU players, or at least some of them, including me, are assigned back to NA server when they close the game and try to log back in? Thus, we need to repeat the NA->accept->EU->accept->wait several minutes thing each time when we want to log into the game? It's definitely something for a hotfix, and not for a future incremental patch...

Agreed. This needs sorting in hours, not days. It's putting a stain on the whole One Tamriel update and will deter a lot of players from returning.

Enodoc · October 2016

elvenmad wrote: »

ZOS_GinaBruno wrote: »

That is a great post from Lanxorot! To make it easy to view, you can just click here.

GG a player work around, although it does not work for every one, hows about a more professional approach and actually fixing the issue

Actually fixing the issue? What, like they said they're actively doing?

ZOS_GinaBruno wrote: »

To be clear, we are actively working on fixing this, and will be something that will be in a future incremental patch. In the meantime, the best we can do is advise you to follow the published workarounds. We understand this isn't ideal, but again, are working on a more permanent fix.

Seriously, what more can they do than that? They're working on it, and they've told us they're working on it. They've posted a temporary workaround which Lanxorot has expanded on for ease of understanding. And it really doesn't take that long for the server to update itself after changing the setting.

Maotti · October 2016

Added the link in the opening post aswell.

Mysteri0n · October 2016

I am on the North America PC server and it keeps crashing on me at launch, as soon as I hit play screen goes black and while the Zenimax logo is forming it crashes

FerrumnCutem · October 2016

I keep clicking on live-EU, but it isnt switching over. Been waiting for several hours.....
Played yesterday and everything worked.

AsNied · October 2016

Today again, every time I had to log into NA, then logout, and then try to log into EU. Worked, but not at 100% chance. Additional you may have encounter losing addons. Yep, game moved your old folder into another. You need to copy it back by yourself. How about player without of this awareness ?

My previous post was deleted, because of sentence "this is a f*** joke". You are right, this not a joke, this is something else ... more pathetic. Simple "We are sorry" should help, but not "We understand this isn't ideal," You are joking at us, your customers.

* Your subscriber since beta.
* * You have 161 days of ESO Plus™ time remaining on your PC/Mac account.
Thinking of canceling this ...

dwemer_cog11 · October 2016

Just launched the launcher, got some stupid message about me playing on both servers, selected the EU server - and now my launcher is installing my game from scratch? [snip], Zenimax?

Launched the game from *.exe in the game folder, got into the game, logged in EU megaserver just fine. Now what am I suppose to do with my launcher, paused on 3% installing the game?

[edited for profanity bypass]

Momomani · October 2016

Does anyone have a clue how to fix the addon problem??

I_killed_Vivec · October 2016

Enodoc wrote: »

elvenmad wrote: »

ZOS_GinaBruno wrote: »

That is a great post from Lanxorot! To make it easy to view, you can just click here.

GG a player work around, although it does not work for every one, hows about a more professional approach and actually fixing the issue

Actually fixing the issue? What, like they said they're actively doing?

ZOS_GinaBruno wrote: »

To be clear, we are actively working on fixing this, and will be something that will be in a future incremental patch. In the meantime, the best we can do is advise you to follow the published workarounds. We understand this isn't ideal, but again, are working on a more permanent fix.

Seriously, what more can they do than that? They're working on it, and they've told us they're working on it. They've posted a temporary workaround which Lanxorot has expanded on for ease of understanding. And it really doesn't take that long for the server to update itself after changing the setting.

In a thread about maintenance times, and the EU server being off-line more than the US server, someone joked that ZoS was treating EU server customers as second class citizens...

This kind of proves it.

How can they have even tested access to the EU server without noticing the problem? The answer is that they didn't test it - they couldn't have because if you try to access EU then you fail at log in. At log in!

They broke something that worked. They didn't test it. We are left having to find a (woefully inadequate) work-around.

Yes, there is a work around, found by EU players by trial and error, but ZoS weren't even aware of the issue until we started complaining.

To now say the solution "will be something that will be in a future incremental patch" (not the next or an emergency patch, just some future patch) only adds fuel to the flames.

And "actively working on"? Actively? How do you inactively work on a problem?

It's true that it only takes a few minutes for the server connection to switch, but it's still rubbish. But the most annoying aspect is the lack of respect for paying customers (I subscribe). The change wasn't needed; it was rushed (and the update to the launcher went ahead even though they knew it wasn't finished); it was inadvisable given the extent of the 1T changes; it wasn't tested; it was allowed to go live without them even knowing about the problem!

None of that is a professional approach.

/rant, cos my blood is boiling

HayleyTaurus · October 2016

Ok so when I tried to update the game, by pc restarted and now I am trying to download the full game =(

Troneon · October 2016

this is beyond a bloody joke...

Enodoc · October 2016

Momomani wrote: »

Does anyone have a clue how to fix the addon problem??

@Momomani All add-ons need to be moved to the "live" folder, which would have happened automatically if you only play on one server one the launcher said "Do you want add-ons and settings from the NA or EU server?". If you've misplaced them, look in the "live_archive" or "liveeu_archive" folder. If you're using Minion, you will want to reset its add-on folder detection.

I_killed_Vivec wrote: »

And "actively working on"? Actively? How do you inactively work on a problem?

By sticking it in the "to do later" list

HayleyTaurus wrote: »

Ok so when I tried to update the game, by pc restarted and now I am trying to download the full game =(

@HayleyTaurus Cancel the installation, and go to where ESO is installed. Look for the folders called "The Elder Scrolls Online" and "The Elder Scrolls Online EU". One of them will only have a part-download - delete that one, and rename the other one to take the name of the one you deleted. (If you don't want to outright delete it right away, just rename it to _Old or something -- the important thing is to rename the one with all the client data in to the name the launcher is expecting to find.)

alpehans · October 2016

If it affected the NA players it would have been fixed all ready .......

Troneon · October 2016

alpehans wrote: »

If it affected the NA players it would have been fixed all ready .......

EXACTLY ^^

Enodoc · October 2016

Cross-posting this for exposure:

ZOS_GinaBruno wrote: »

We have several issues involving the ESO Launcher since Update 12 was released that we’re working on addressing, but want to provide some clarity and workarounds until these fixes are in place.

Server selection on launcher only says “The Elder Scrolls Online (NA)”
This is a known display error associated with the Update 12 patch that results in the ESO Launcher displaying "The Elder Scrolls Online (NA)" as your only server option. Please note that the launcher no longer indicates which Megaserver you are connecting to, and the option to choose your server is now found within the in-game login screen.

Can’t switch to EU megaserver
First, make sure you’re selecting the Live EU megaserver from the in-game login screen; it is no longer done from the Launcher. Once you select Live EU, it may take several minutes for the server selection to update. Wait until you see the MotD change to reference EU before you log into the game.

If you've tried the above and still can't connect to EU after waiting several minutes, try selecting Live, then switch back to Live-EU and wait until the MotD updates.

EU characters appear to be missing
Make sure you’re logging into the correct server by choosing your preferred server at the in-game login screen, then wait until you see the MotD change to reference EU. Logging in before this occurs will place you in the NA megaserver.

Realm Status icon is missing
This was temporarily removed since server selection is now done in-game, but we do plan on adding some sort of notification to the launcher in the future. In the meantime, you can check realm status through the MotD on the launcher and login screen, visiting the Service Alerts page, keeping an eye on the forums for updated banners, or following us on Twitter @TESOnline.

Computer reboots during patch download
This is due to an update for Microsoft Visual C++ 2015 Redistributable. Once this update is applied, your patch progress should continue. In the event you get stuck in a rebooting loop, you can visit Microsoft’s page to download the update manually.

Entire game (40GB) is being downloaded instead of just the patch (2.3GB)
EU players may find this is happening after the Launcher update is complete. Close the launcher. Navigate to where you have ESO installed on your machine, and open the “Launcher” directory. Open “launcher.settings” in Notepad (or any preferred document editor) and look for the “region”:”EU” entry. Change this to read “region”:”US”, and save the launcher.settings file. The launcher can now be reopened and the patch continued.

If “region” is already set to “US” in settings, then navigate to where you have ESO installed on your machine. If you see a newly-created folder titled “Elder Scrolls Online”, delete that. Then, rename your original folder titled “Elder Scrolls Online EU” to just “Elder Scrolls Online.” When you re-open the launcher, you will download the 2.3GB patch rather than the entire game.

Tandor · October 2016

alpehans wrote: »

If it affected the NA players it would have been fixed all ready .......

Easily said, but almost certainly nonsense.

HayleyTaurus · October 2016

@Enodoc thanks for your earlier advise. I did what you suggested and it seems to have worked

.

kaliduss · October 2016

game defaults to NA server, even if u have selected Eu previously. u ahve to swith to NA, then switch back to EU servers and wait till the red text "NORTH AMERICAN server" changes to european server. about 1 minute. ZOS loves us EU players.