3 days waiting for customer support... Please help

Arninator

I have just came back to the game after a short hiatus. Upon returning, I found that each time I attempted to start the game it would freeze my computer. The only option at that point is to hard reset my computer. I have tried a plethora of solutions, none have worked. These include running the game using administrator permissions (even though I am on an administrator account already), switching to DX9 from DX11, adjusting both requested thread settings to 0, and a few other /UserSettings solutions. Right now the game is freezing immediately after I login. If anyone has experienced this problem or can direct me to a solution please do so. Also, if someone can tell technical support to hurry up, it would be appreciated. I have already sent them a Game Consultant report. Please help.

ers101284b14_ESO

Write them on facebook with the ticket number. They respond quick to that. Aside from that are there any errors? What are your specs?

Arninator

No errors. Just a hard freeze. Will edit with specs

Operating System: Windows 7 Home Premium 64-bit (6.1, Build 7601) Service Pack 1 (7601.win7sp1_gdr.140706-1506)
System Manufacturer: Alienware
System Model: M11xR3
BIOS: InsydeH2O Version 1.0 A05
Processor: Intel(R) Core(TM) i7-2617M CPU @ 1.50GHz (4 CPUs), ~1.5GHz
Memory: 8192MB RAM
Available OS Memory: 8140MB RAM
Page File: 2553MB used, 13724MB available
Windows Dir: C:\Windows
DirectX Version: DirectX 11
DX Setup Parameters: Not found
User DPI Setting: Using System DPI
System DPI Setting: 96 DPI (100 percent)
DWM DPI Scaling: Disabled
DxDiag Version: 6.01.7601.17514 64bit Unicode

Arninator

All of my drivers are up to date, btw, although I have read that I may need to downgrade? Apparently some of the most current Nvidia drivers do not get along well with ESO?

ers101284b14_ESO

Might be ok to try that. Also I notice that your CPU is 1.5 and the recommended is 2.0 I believe. Try this out http://www.systemrequirementslab.com/cyri

Also try to check for updates and do a repair because 90% of problems are solved that way.

Arninator

Everything was running smoothly at the end of October. I doubt that Update 5 would have resulted in my machine being unable to run the game.

ers101284b14_ESO

Did you try a repair?

Also try clicking play and closing the launcher.

Arninator

Yep tried both. The last few attempts I have actually launched the game directly from the .exe

ers101284b14_ESO

Son of a gun. I don't know. Best I can tell you is to write them on facebook with your ticket number. Takes almost no time on there. Or just complain about it. They hate bad publicity.

Arninator

I don't actually have Facebook. I had one phone call from them after waiting for two days; we couldn't find a solution so the tech had me send a Game Consultation report yesterday at about 6 PM EST. I've been waiting for return call with feedback regarding that ever since.

ers101284b14_ESO

Do you have add ons?

Cause I'm look at the back logs and seeing that you can try to delete add ons straight from the folder.

Arninator

That was the first thing I tried. Deleted all of them, and my AddonSettings.txt

ers101284b14_ESO

Ok so try setting your firewall off and downgrading the drivers and see what happens.

Arninator

Firewall, I haven't tried. Let's see what happens.

ers101284b14_ESO

Lets hope cause i seriously got nothing else except for a clean install to make sure one of your files didn't get corrupted.

@ZOS_GaryA‌ Help this guy!!!

Arninator

Haha nothing! It actually froze a few seconds quicker than usual.

ers101284b14_ESO

***! I'm out of ideas I'm sorry

Arninator

No worries. I will just be sitting here, twiddling my thumbs I suppose...

ers101284b14_ESO

Also need to tag them. @ZOS_CatK‌ @ZOS_MichelleA‌

Arninator

I just posted in Customer Support, I will go tag them now

Arninator

I'm doing a clean install, only patched since Beta... I will report back with results.

ers101284b14_ESO

Ok here's hoping. Surprised no one else commented with some fixes.

timidobserver

Clean install will probably solve the problem. Also try creating a new character just to see if the one you are trying to login to is just bugged.

Sord

I think the clean install will probably help. I had a hard time getting my step sons computer to run right at first and I still have a goofy start up problem but learned the wrap around. Let us know.

ZOS_GaryA

Hey there @Arninator,

We do apologize for the delay with your ticket. With the holidays still in swing, our requests are a bit higher than usual which is increasing handle times a bit. Support will be with you as soon as possible to assist with the issue!

In the meantime, we took a look into the report.txt and we see there are a few issues in there that may cause the freeze to occur. Please give a try to the following and let us know if it helps.

1. We see that your video card drivers are slightly out of date (currently listed for 11/3/2014). The most recent drivers for your video card can be found here. When running the installation, select Advanced (or whatever the term is, just not Express :P) and ensure that you use the check box to run a clean driver installation. This will delete your previous driver and install the new one completely fresh.
   
2. We see that you're running two monitors. One is likely the laptop monitor, but the other is connected via HDMI. This monitor is set to a 30hz refresh rate currently, where its default and the game default is 60hz. Surprisingly, refresh rates can cause a huge amount of problems. To edit this, right click anywhere on your desktop wallpaper and choose Screen Resolution. Click the blue Advanced Settings, then select the Monitor tab in the new window that pops up. For screen refresh rate, select 60Hz from the drop down. Please note that you may also need to click on Monitor 2 and follow the same steps.
   
3. We also recommend just disabling the external monitor and trying to play solely from the laptop to see if that helps.
   
4. Lastly, there are quite a few background applications running that may be conflicting with ESO. To disable background applications on your computer, you can follow these steps from the Microsoft website. Please follow them carefully. If this does not help, you can reverse the steps to restore your background applications (launch MSinfo, check Hide Microsoft Applications, recheck all the boxes, restart)

Hope those steps are helpful, let us know if you see any improvement, which steps help, and how we can continue to help!

NOTE: We have moved this discussion to the Customer Support section of the forums as it better suits the topic.

EDIT: Actually linked the steps <<. Too many fireworks near my place last night.

Arninator

I just finished up a re-install. It is now saying it can't verify my version and to wait 1 hour. I tried to repair and it did not fix the issue.

error 209 - patchmanifesterror_versionfail

Arninator

Update -
I fixed the 209 error. But the freezing still persists. I am completely lost and have tried all options provided by support.

C3N50R3D

What NVidia drivers are you running? What is your GPU? Try v337.88 Use DDU uninstaller to uninstall the previous drivers.

Delete your usersettings and shader and all the other files in Live folder and let them respawn after reinstalling graphics drivers.

Make sure you have the graphics GPU set to NVidia in control panel and not the Integrated Intel graphics.

Arninator

I just upgraded to the newest driver, as suggested by Gary above

C3N50R3D

Depending on what GPU you have that may not be the best option.

Arninator

I have a GT 540m