PC/Mac Login/Connectivity/Access Issues - May 26 [Updated June 1]

ZOS_JessicaFolsom · May 2020

Hi all,

Just to update, we're currently tracking a few separate but similar-sounding login/connectivity/access issues that surfaced today on the PC/Mac servers and have been mentioned across various discussions. We wanted to give you a summary and the latest status of each, all in one place.

Players on our PC-EU server are currently experiencing issues logging into the game, getting disconnected at server select (or earlier). [Update: This is resolved and we are monitoring.]
Players who contacted our Support team for help due to not getting their physical CE delivered in time: We will be granting access to those who submitted the form in this Support article as soon as we are able. [Update: These grants are ongoing with batches of requests completed daily. Players will receive an email notifying them when their request is complete.]
Some players who purchased the Greymoor Chapter are unable to access the Western Skyrim and Blackreach zones. [Update: This is now fixed. If you are having trouble with Greymoor Chapter access after purchasing it, please contact Support.]
We have also been seeing reports of long load screens and timing out during zoning on PC-NA. [Update: The work on this is complete and we are continuing to monitor.]

With all of these, we'll do our best to keep you updated in the various forum threads and across our other official channels. Thanks again for your patience and understanding.

Aaxc · May 2020

But seriously, fingers crossed you get it fixed soon

MagicalLija · May 2020

ETA on log in pc eu issues?

(Will we be able to play today, or am i gonna have to play at 3 in the morning)

Dosuul · May 2020

anitajoneb17_ESO · May 2020

The intro movie was great, with all the references to the TES-5 first scene.
I haven't been so hyped for an update in ESO for... years.

Thanks for the update, Jess.
Just wanted to express my frustration in a positive light.
Nobody's dying and you're sure doing your best.

But... I WANNA PLAYYYYYY !!!!!!!!!!!!!!!!!!

Sarannah · May 2020

Thank you for the update, hopefully everything will be solved quickly.
Any news on why most EU PC players are unable to log in?

PS: I'm just going to consider this a lost day, in terms of dailies, horse trainings, etc.

essi2 · May 2020

@ZOS_JessicaFolsom Tomorrow morning US or European time?

VDoom1 · May 2020

Many of us get as far as the character selection screen. After that it's just "requesting character load" after a while we get booted back to the log in screen. If we try again it's just the same.

"Descend into the Dark Heart of Skyrim."
I'd love to if I could get in. x.x

I hope these issues are resolved soon.
We players shall do our best to be patient, unexpected problems happen.

agegarton · May 2020

Incredible.

(I do appreciate the much improved comms, btw - but I really do not appreciate the utterly awful performance that seems to get worse, and worse, and worse, and worse with every single update).

anitajoneb17_ESO · May 2020

Sarannah wrote: »

PS: I'm just going to consider this a lost day, in terms of dailies, horse trainings, etc.

Just be glad "horse training" is now "riding lessons". Back in the days they used to be "horse feeding" and in cases like this, they were actually hungry and I couldn't sleep all night thinking of them starving

Flaminir · May 2020

agegarton wrote: »

Incredible.

(I do appreciate the much improved comms, btw - but I really do not appreciate the utterly awful performance that seems to get worse, and worse, and worse, and worse with every single update).

Agree.

And after the physical collectors edition had a £50 price increase on all the previous ones, and coming with a statue that disapontingly looked nothing like the one shown in the images, I'm feeling a little shortchanged

The PTS patch notes had taken a lot of the shine off this chapter for me anyway, but was still looking forward to wandering Skyrim again, taken a day or two off work.

All a bit of a waste really.

olsborg · May 2020

goodnight

AyeshaBelladonna · May 2020

@ZOS_JessicaFolsom Any reports yet of non-responsive keystrokes? I spawned my primary character in her home and everything looks to be running fine. no weird load screen issues, I can go into the housing editor just fine, but my skills are not responding at all, not even delayed and i can't get out of my house. hitting E on the door and waiting is not working and I cannot port out either. PC/NA Mac client.

**update: It's hunting's palatial, which I have reported the bug of not being able to fast travel from this home before. particularly home to home. though it's an intermittent issue. So then I logged all the way out to see if that would help and when I went to log back in, the selection screen was on an entirely different character. like the server had not entirely registered my character load. (which might be why I was having interaction issues reminiscent of Cyrodiil crashing-before-you-know-you-crashed issues many of us have regularly in PvP during heavy load. A full log out and in seems to have remedied the issue this time. but you may want to relay the lag issues for us are affecting character load-ins as well, not just load screens.

**UPDATE to my UPDATE: Spoke too soon....it let me out of the house....but not out of the housing instance lol. went outside to try and leave completely and same issue.... It's acting JUST like a crash does in cyrodiil...lol but without crashing...

Lannharr · May 2020

Thanks!

AWinterWolf · May 2020

So, the launch was promised today but we have to wait until tomorrow before this is fixed? Not good enough.

If this is how business is run, I’m surprised you’re still in business.

anitajoneb17_ESO · May 2020

AWinterWolf wrote: »

So, the launch was promised today but we have to wait until tomorrow before this is fixed? Not good enough.

If this is how business is run, I’m surprised you’re still in business.

[snip]
Many businesses experience delays and issues.
In fact, all companies, with just a few exceptions.
[snip]

[edited for baiting]

Technica · May 2020

Thank you for updates, I hope everything gets resolved

disappointed I most likely won't be able to play at all tonight, I've been looking forward to this

I'm not in lockdown, so I'm still working - so probably won't be able to play until tomorrow night after 7pm UK time

ZOS_JessicaFolsom · May 2020

AyeshaBelladonna wrote: »

@ZOS_JessicaFolsom Any reports yet of non-responsive keystrokes? I spawned my primary character in her home and everything looks to be running fine. no weird load screen issues, I can go into the housing editor just fine, but my skills are not responding at all, not even delayed and i can't get out of my house. hitting E on the door and waiting is not working and I cannot port out either. PC/NA Mac client.

Honestly, that may be related to the fourth bullet point: long loading screens and disconnecting with loading/zoning on PC-NA.

LaerothKeykalyn · May 2020

ZOS_JessicaFolsom wrote: »

Hi all,

Just to update, we're currently tracking a few separate but similar-sounding login/connectivity/access issues that surfaced today on the PC/Mac servers and have been mentioned across various discussions. We wanted to give you a summary and the latest status of each, all in one place.
Players on our PC-EU server are currently experiencing issues logging into the game, getting disconnected at server select (or earlier). This is under ongoing investigation, and is our #1 priority to resolve.

Players who contacted our Support team for help due to not getting their physical CE delivered in time: We will be granting access to those who submitted the form in this Support article as soon as we are able. This grant is on hold until the ongoing PC-EU login issue is resolved. This may not happen until tomorrow morning (May 27.)

Some players who purchased the Greymoor Chapter are unable to access the Western Skyrim and Blackreach zones. We will be moving to resolve this as soon as the PC-EU login issue is resolved. This also may not happen until tomorrow morning (May 27.)

We have also been seeing reports of long load screens and timing out during zoning on PC-NA. We are actively investigating this.

With all of these, we'll do our best to keep you updated in the various forum threads and across our other official channels. Thanks again for your patience and understanding.

Reboot the server please.
I can’t enter the game on EU. But I go in freely NA. Please reboot the server.

ZOS_JessicaFolsom · May 2020

MagicAndrej wrote: »

ETA on log in pc eu issues?

(Will we be able to play today, or am i gonna have to play at 3 in the morning)

We are spinning up a server reboot for the PC-EU server right now. (Thread)

ZOS_GinaBruno wrote: »

Hi everyone,

In response to the ongoing issues on PC EU affecting logins and connectivity, we will be performing maintenance and bringing the server offline shortly. During this time, we will also be correcting anyone that purchased the Greymoor chapter but cannot access the content. We anticipate downtime to be approximately 1-2 hours.

ZOS_JessicaFolsom · May 2020

essi2 wrote: »

@ZOS_JessicaFolsom Tomorrow morning US or European time?

Good question. While some of them may happen tonight, the latest we're targeting is tomorrow morning Eastern Time (North America.)

AWinterWolf · May 2020

anitajoneb17_ESO wrote: »

AWinterWolf wrote: »

So, the launch was promised today but we have to wait until tomorrow before this is fixed? Not good enough.

If this is how business is run, I’m surprised you’re still in business.

[snip]
Many businesses experience delays and issues.
In fact, all companies, with just a few exceptions.
[snip]

Most businesses learn from their mistakes.
Delays and issues are fine, but a repeat performance is not.

Azurya · May 2020

ZOS_JessicaFolsom wrote: »

essi2 wrote: »

@ZOS_JessicaFolsom Tomorrow morning US or European time?

Good question. While some of them may happen tonight, the latest we're targeting is tomorrow morning Eastern Time (North America.)

not amused.....

ZOS_JessicaFolsom · May 2020

AyeshaBelladonna wrote: »

@ZOS_JessicaFolsom Any reports yet of non-responsive keystrokes? I spawned my primary character in her home and everything looks to be running fine. no weird load screen issues, I can go into the housing editor just fine, but my skills are not responding at all, not even delayed and i can't get out of my house. hitting E on the door and waiting is not working and I cannot port out either. PC/NA Mac client.

**update: It's hunting's palatial, which I have reported the bug of not being able to fast travel from this home before. particularly home to home. though it's an intermittent issue. So then I logged all the way out to see if that would help and when I went to log back in, the selection screen was on an entirely different character. like the server had not entirely registered my character load. (which might be why I was having interaction issues reminiscent of Cyrodiil crashing-before-you-know-you-crashed issues many of us have regularly in PvP during heavy load. A full log out and in seems to have remedied the issue this time. but you may want to relay the lag issues for us are affecting character load-ins as well, not just load screens.

**UPDATE to my UPDATE: Spoke too soon....it let me out of the house....but not out of the housing instance lol. went outside to try and leave completely and same issue.... It's acting JUST like a crash does in cyrodiil...lol but without crashing...

Thanks for all the additional details! If you do make it out to another home, let us know if you experience the same issues or if it seems isolated to that specific one.

AWinterWolf · May 2020

anitajoneb17_ESO wrote: »

AWinterWolf wrote: »

So, the launch was promised today but we have to wait until tomorrow before this is fixed? Not good enough.

If this is how business is run, I’m surprised you’re still in business.

[snip]
Many businesses experience delays and issues.
In fact, all companies, with just a few exceptions.
[snip]

[snip]
I've seen the business have to give out refunds to customers and it pushes them not to offer a repeat performance. I have literally seen them sit down, analyse the problem and work out a plan to fix it.

This is the first time I've seen customers treated so poorly.

[edited for baiting]

LuxanQualta · May 2020

It took 10 min to get into Proudspire and then I purchased it furnished. There was a long load time to refresh to ownership and I got booted from the server.

When I went back the place was unfurnished and F5 only brings up the purchase options not the editor, but it says I own it. I cannot use the editor, I don't have the furnishings, I am short 7500 crowns, and my character is unable to leave the place - get booted from the server everytime.

I checked under collections and I own it. I restarted the game. I just can't get it to work because whatever process was unable to complete during purchase has left the house in limbo and trapped my character there.

I know you guys are busy, but this is killing Greymoor for me. I am just so stressed out that I am going off to do IRL things now I just can't play when there are extremely long load screens, when I have lost my favorite character, and when the house I purchased is unusable.

AyeshaBelladonna · May 2020

[Quoted post has been removed.]

uh, Murkmire did NOT go smooth for everyone. it kicked a sizable chunk of the mac player base among other things lol. but you have a point otherwise. Also, folks should be noting that THIS update, like last, made some major changes to how the game processes things..... there are going to be some major hiccups. add that to a major update like this being launched remotely? Come on, cut em a little slack! lol

Hlaadriel · May 2020

AyeshaBelladonna · May 2020

ZOS_JessicaFolsom wrote: »

AyeshaBelladonna wrote: »

@ZOS_JessicaFolsom Any reports yet of non-responsive keystrokes? I spawned my primary character in her home and everything looks to be running fine. no weird load screen issues, I can go into the housing editor just fine, but my skills are not responding at all, not even delayed and i can't get out of my house. hitting E on the door and waiting is not working and I cannot port out either. PC/NA Mac client.

Honestly, that may be related to the fourth bullet point: long loading screens and disconnecting with loading/zoning on PC-NA.

@ZOS_JessicaFolsom Agreed. It's acting like it is not registering my character fully. Can't even use the Logout option. Have to quit completely. then it registers me for a few secs, then nothing responds again. it's absolutely related to that 4th item the way it's acting. REALLY hope that is next on the to-do list after EU is online.

Also: It seems to be happening the MOST to characters in houses when I load in, but banks are not responding even when doors do.

agegarton · May 2020

AyeshaBelladonna wrote: »

[Quoted post has been removed.]

uh, Murkmire did NOT go smooth for everyone. it kicked a sizable chunk of the mac player base among other things lol. but you have a point otherwise. Also, folks should be noting that THIS update, like last, made some major changes to how the game processes things..... there are going to be some major hiccups. add that to a major update like this being launched remotely? Come on, cut em a little slack! lol

Genuinely curious: why cut them some slack? Surely, if remotely launching a Chapter was going to create this level of mess, they just shouldn't have launched it? Are we saying that the coronavirus situation is a new universal excuse for everything to be crap because, hey, I did from home? I don't know that my employer will go for that. I don't know that yours would either, because I'm not sure ANYONE would.

AyeshaBelladonna · May 2020

agegarton wrote: »

AyeshaBelladonna wrote: »

[Quoted post has been removed.]

uh, Murkmire did NOT go smooth for everyone. it kicked a sizable chunk of the mac player base among other things lol. but you have a point otherwise. Also, folks should be noting that THIS update, like last, made some major changes to how the game processes things..... there are going to be some major hiccups. add that to a major update like this being launched remotely? Come on, cut em a little slack! lol

Genuinely curious: why cut them some slack? Surely, if remotely launching a Chapter was going to create this level of mess, they just shouldn't have launched it? Are we saying that the coronavirus situation is a new universal excuse for everything to be crap because, hey, I did from home? I don't know that my employer will go for that. I don't know that yours would either, because I'm not sure ANYONE would.

And I'm sure you would've been at the front of the pack to demand compensation if they had said "you know what, we're just not going to release this till we can physically go in to work" lol This Update was the 2nd one in a row to drastically change how the game processes data. the fact that we are not having worse issues right now with also having a remote launch is amazing. Check your entitlement a bit there. It'll be fine, and probably a lot faster than anyone expects.