can't login to the game and no answer from customer support!!!!

michaelgoodmichael

Insanyti wrote: »

michaelgoodmichael wrote: »

I can log in again now. Hopefully they fix this for good soon, it's not fun knowing that I can just be randomly locked out of the game for indeterminate amounts of time.

Approximately how long were you locked out?
Just curious about how long it could be for me as well.

I was locked out since Saturday night (about 35 hours). However, it was the server maintenance that fixed it. I think I'd still be locked out if they hadn't rebooted the servers.

Ella_Mental

So they were just trading hostages.

apantoliani

If all it needed was a reboot, why wasn't it done THREE-FOUR days ago.

Edit: I crashed within a minute of getting into the game for checking my mail...
Edit #2: make that twice. Checking dat mail, taking them attachments is a CtD affair. Maybe if I'm not locked out again, I'll try blacksmithing points.

Ella_Mental

Well, I submitted a ticket a bit ago and since there are no admin to talk to us I guess I'm just going to take some sleeping pills and pass out.

I'll be on later to blow up the timeout/error 301 threads later today to make sure attention has been HAD.

Snowstrider

Now i can finally "log in" But now i am met with an endless loading screen... When will this ever be fixed?
Edit. Took a long time but i can finally choose character

Banumu

Since 5-22 I can finally get to character select and log in with character. granted it take a bit but it's better then nothing.

Demaniak

how will they reimburse us for not being able to log in for 4 days? or will they at all?

windblow

Don't get too comfortable, guys. The problem have absolutely not been fixed

I was playing the game fine even after 1.1.2 and the subsequent patch. Last night, after finishing the quest inside the Glenumbra Public Dungeon (Bad Man's Hallows), I entered the portal to return to Daggerfall and after a while on the loading screen, I got kicked out to login again with "unknown error." Note that I didn't crash, nor did I close the client abruptly with Alt+F4, it was just an error during zone load. After that, I got caught in the endless cycle of login timeout/Error 301. Opened a ticked, got the same automated response, tried everything even though I was sure it was a server side problem, spent hours downloading the game again, and nothing worked. Replied to the ticket but got no feedback.

Since a server reboot was scheduled for today anyway, I shrugged it off and went to sleep. Sure enough, when I tried logging in today, everything worked fine. I selected my char, who appeared still inside Bad Man's Hallows, got my hireling mail and spent a couple of skill points I'd gained in the quest. Then I entered the portal to glenumbra again.

Then the unknown error occurred again. And now I'm stuck with the 301/Timeout loop AGAIN.

So now I have to wait for enough people to fall through the cracks of their bugged-ass server so they schedule another paliative reboot and I can relog and PRAY the other stupid bug that keeps me from exiting the dungeons does not immediatly throws me in Login Limbo again

As you may infer, I AM NOT VERY PLEASED AT THIS MOMENT.

Anyway, enjoy the game while you still can and logoff manually even if you're just going to take a leak, or you just might be bug-banned again as I am now.

[Incident: 140525-022701]

JKwervo

Still can't log in...

JKwervo

Sent a ticket, having a stupid back and forth with their CS about how to fix this issue and NOTHING is working so far. GG CS. What a joke.

Niliu

windblow wrote: »

Don't get too comfortable, guys. The problem have absolutely not been fixed

I was playing the game fine even after 1.1.2 and the subsequent patch. Last night, after finishing the quest inside the Glenumbra Public Dungeon (Bad Man's Hallows), I entered the portal to return to Daggerfall and after a while on the loading screen, I got kicked out to login again with "unknown error." Note that I didn't crash, nor did I close the client abruptly with Alt+F4, it was just an error during zone load. After that, I got caught in the endless cycle of login timeout/Error 301. Opened a ticked, got the same automated response, tried everything even though I was sure it was a server side problem, spent hours downloading the game again, and nothing worked. Replied to the ticket but got no feedback.

Since a server reboot was scheduled for today anyway, I shrugged it off and went to sleep. Sure enough, when I tried logging in today, everything worked fine. I selected my char, who appeared still inside Bad Man's Hallows, got my hireling mail and spent a couple of skill points I'd gained in the quest. Then I entered the portal to glenumbra again.

Then the unknown error occurred again. And now I'm stuck with the 301/Timeout loop AGAIN.

So now I have to wait for enough people to fall through the cracks of their bugged-ass server so they schedule another paliative reboot and I can relog and PRAY the other stupid bug that keeps me from exiting the dungeons does not immediatly throws me in Login Limbo again

As you may infer, I AM NOT VERY PLEASED AT THIS MOMENT.

Anyway, enjoy the game while you still can and logoff manually even if you're just going to take a leak, or you just might be bug-banned again as I am now.

[Incident: 140525-022701]

You poor ***. I stopped playing within 30 minutes of playing in the 1.1.2 environment, so I haven't had the misfortune of encountering this, but I'd be livid if I was paying for a game that wouldn't let me play.

theStrict9

Yeah, a reboot is definitely not the same thing as a fix, but it validates everything people have been saying for the last three days about this issue. It's a server side issue that locks people out of the game indefinitely.

Your best chance to avoid this problem is to make sure you always log out properly. Don't interrupt the log out timer, and never quit to the desktop. If you are unlucky enough to crash, you may be unable to log in until a real fix is put in place.

Customer support will not help you. They can't help you. And there has been no confirmed way to fix this issue from your end.

The server reboot takes some of the heat off the problem, but it is still a critical problem that needs a real fix as soon as possible.

I just got a response from customer service this morning that "helping me is their passion" and if they don't hear from me they'll assume the issue is fixed. But just because I can now log in doesn't make me feel much better, knowing I can get stuck in the same situation again. I'd be much happier if no one else could be locked out of the game the way that so many of us were this weekend.

Good luck!

aesara

Confirming that I can log in again.

I definitely feel bad for those of you who still can't though. I hope that they will now be working on a permanent fix.

While I do still feel that an acknowledgement of the real issue was long coming, I do also know that I am not in the CS team's shoes and do not know what information and tools they have been given. I apologize for any frustration I may have caused them and thank them for working who knows how many hours over this holiday weekend.

My guess as to why it took so long for a server reboot is that maybe they had to wait for permission from the higher-ups.

windblow

Look, I'm an IT guy too. I sure as hell never touched a system with so many concurrent users as a MMO with Megaserver infrastructure, but even with smaller systems, with a userbase in the order of thousands, this kind of bug is never a simple matter of setting a flag or debugging the source of one class. Things like this usually stem from unexpected race conditions in distributed systems, or practically invisible memory leaks that raise no compiler warning whatsoever, and even esoteric cascade effects that take herculean effort to track to their sources. I respect the Dev Team of ESO immensely and am in no way trying to teach them how to do their jobs or saying it should be a simple task.

However, there are some strategies that I feel the devs shouls employ in this situation to create better paliatives than periodical server reboots and try to contain this super severe showstopper bug before tackling the code correction. In my most humble opinion, they should:

1) Improve the error code for this specific situation. Once the server-side problem is in place, the behaviour of the login screen is very deterministic: on the first attempt to log in, it passes first stage (authentication) and gets stuck in second stage (which I assume is account data and state query) until it hits the timeout. On the subsequent attempt, it fails already on the authentication stage, with error code 301 - a generic can't connect code - but somehow also terminates the first login process that stayed open on the server side, so if you try to connect again, it passes auth and lingers on data mining, and so on and so forth. They could create an error code for trying to login when there is already an open login attempt on the server side. That would really help both users and CS team to isolate this problem from the more trivial ones;

2) Code (or hack, most probably) a way for CS team to rollback inconsistent state data on accounts without having to put the entire server down, so at least if users get stuck this way, the front line of support have a way to re-enable login on a ticket-by-ticket basis. That would go a long way towards relieving this feeling that we users have now that we're being ignored by Zeni or that CS doesn't even read our tickets before giving a cookie-cutter reply for the generic 301 Error Code; And

3) Make the tickets with this new error code top priority on CS hierarchy. This is more important than in-game spam or bots. This is something that stops customers from acessing a system which they paid for time using, while this time is still running. Of all the bugs I've seen or heard about in the few weeks the game has been up, this is by far the most severe one,

Like I said, I know the dev team probably already thought of all I said and maybe are even running to implement these changes as soon as possible, but the utter lack of intelligent communication between them and we users makes us feel abandoned and ignored, so I would very much appreciate anything other than "we're looking into it" as of now

egosumacunnus

Still can't log in.

JKwervo

Still Can't Log In.

Apparently my ticket has been escalated...........hooray. /end sarcasm

Stannum

timeout/301 error trying to login more the for 3 hours. Is it payed game. Why support does nothing? (resieved a letter about bla-bla-bla firewall/av-software turned all off, tried to boot "clear win", nothing helps).

Steverenos

theStrict9 wrote: »

Just opened and shut the doors of my car.Just to be sure.
And you haven't seen the goat. There was no goat.

Laughed so hard I kicked over my brazier and knocked ashes all over my keyboard because of you. Now I'll need to perform a keyboard cleansing ritual!

BTW: Does anyone know any good keyboard cleansing rituals?

Nevermind. I don't want to know.

Act accordingly - look for clean water or pristine water make a brew and drink it away because you have to leave the game to get in to the game you can't get into to get out of.

egosumacunnus

Woohoo my ticket is being escalated too, i fully expect to be playing again before the end of the year.

JKwervo

I'm currently exchanging emails and logs and whatever else they want with this tech that they've escalated this stupid issue to.

Steverenos

Still can't log in

windblow

At least your tickets got escalated, mine received the super fun "try logging out" standard response. Making it the second standard response to the very same ticket they send my way.

Seldom in my life I felt more offended by customer support than now, congratulations Zeni!

roneman

Adding myself to the list of those unable to log in with ERROR 301.

JKwervo

I've decided to unsub. 13 days left. This is stupid.

Oh well.

gomfedjb14_ESO

I must of gotten lucky on the customer support, i explained i already tried removing addons.. and deleting the savedvaribles etc etc.. Carla (the CSR) suggested logging into website and accepting new TOS, tried that but no luck still 301 errors.. so ticket was moved up to the next level.. i knew there was not much the CSR could do, so no reason to get mad at them, but at least i got through the process quickly (no resolution yet.. but still didn't flood me with bullcrap things to try like standing on one foot while entering password with other foot and holding hand above my head..)

Graubar

Add me to the list locked out by 301. CS basically no help except to somehow find the mythical New TOS which may or may not let you see it. Looks like character is not properly clearing when the game shuts down. Solution likely to be a server reboot. 8 hours and counting

JKwervo

They server rebooted this morning (I think) since others with the same problem were able to log in. I, however, couldn't and this has been going on since yesterday. 24 hours and counting.

FKN ridiculous. Some haven't been able to log in for 4 friggin days. AWESOME JOB ZOS. T_T So pathetic.

Rashanitsu

+1, guys.
Cant play all that day (cant log in or (if logging saccesful) - dc with error in 4-5 min)
14 days left. Then im unsub if nothing changes.

dhmoore

windblow wrote: »

3) Make the tickets with this new error code top priority on CS hierarchy. This is more important than in-game spam or bots. This is something that stops customers from acessing a system which they paid for time using, while this time is still running. Of all the bugs I've seen or heard about in the few weeks the game has been up, this is by far the most severe one,

Thank you. I can put up with all the in game bugs, spam, cheating etc but when I can't even log into the game, that makes me seriously question my decision to keep my subscription active.

Asava

dhmoore wrote: »

windblow wrote: »

3) Make the tickets with this new error code top priority on CS hierarchy. This is more important than in-game spam or bots. This is something that stops customers from acessing a system which they paid for time using, while this time is still running. Of all the bugs I've seen or heard about in the few weeks the game has been up, this is by far the most severe one,

Thank you. I can put up with all the in game bugs, spam, cheating etc but when I can't even log into the game, that makes me seriously question my decision to keep my subscription active.

Actually for me it answers it for itself. No access = no monies.