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PC Crashing over and over, support sends completely unrelated "help" and ignores me

Vorpalzard
Vorpalzard
Soul Shriven
Here is the ticket as I put it in to support:
After 6/19/2016 patch game now crashes every 1-15 minutes. It was perfectly stable before the patch. I have completely removed and reinstalled the game on my PC (not installed through steam), I have no addons installed.

crash report (located at bottom of post)

The first response was automatic:
You can resolve most ESO crash issues by following the troubleshooting steps below:
1. Download and install the latest graphics driver (AMD / NVIDIA)
2. Navigate to My Documents\Elder Scrolls Online\live (or liveeu)\ and delete the file labeled “usersettings” or “usersettings.txt”. Doing this will reset your settings and force the game to re-scan your hardware.
3. Add the ESOTU installation folder – C:\Program Files (x86)\ZenimaxOnline\The Elder Scrolls Online – as a folder exception in your third-party antivirus and/or firewall software.
4. Repair the game files by opening your ESOTU launcher, selecting “Game Options”, and then “Repair”.
If you’ve performed these steps and the game is still not functioning correctly, please respond back to this e-mail with a copy of your Game Consultant file. You can find instructions here on how to get your Game Consultant here: https://help.elderscrollsonline.com/app/answers/detail/a_id/6690/ .
If you’ve already included a copy of your file, please respond back to confirm that it’s attached so I can investigate your problem further.
My response:
1. Already up to date.
2. Done.
3. Does not exist.
The only locations on C: with an "elder scrolls online" folder are:
C:\ProgramData\Elder Scrolls Online\
C:\Users\Scott\Documents\Elder Scrolls Online\
C:\Users\Scott\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\The Elder Scrolls Online
Additionally, you cannot add a "folder exception" to windows firewall. I added eso.exe, eso64.exe, and both zocrashreporter.exe and zocrashreporter64.exe to the firewall exception list.
I added the folder D:\Games\Elder Scrolls Online to the windows defender exception list.
4. Done.
After trying all of that: The game crashed before I was even able to reach character select.
Game consultant file is attached to original ticket.

This is the response I got 7 days later:
Greetings,
We apologize for the continued delays in resolving your issue, and we appreciate your patience.
If you are continuing to experience framerate drops on your NVIDIA-based laptop after the June 20 incremental patch, we ask that you review the information below.
If your issue has been resolved, please be sure to provide feedback using our Customer Service Survey when it arrives in your inbox. If your issue has not been resolved, please respond back to this email so we can continue to assist you.
With the June 20 incremental patch, the ESO Launcher now defaults to the 64-bit client. As a result, some previous system settings may now be out of date. NVIDIA-based laptops using dual graphics may need to have their preferred graphics set to use the high performance processor when launching the client.
Setting Your Preferred Graphics Processor: (help steps continue)


Seriously!?!?!? Another canned response from "Carlee" that is COMPLETELY UNRELATED to my issue? I've been unable to run the game for weeks, and Zenimax can't even read the ticket? What am I supposed to do here? I paid for a game I can't play at all, and support is running me in circles. How do I get a real person to look at my ticket?





Original crash report:
====================================================================
eso has stopped working.
====================================================================

[reporter]
version = 0.01


[extra]
ProductName = eso
Version = eso.live.2.4.9.1325902
branch = live
char.account = VorpalZard
char.alliance = 1
char.name = Brehln
client.executablebits = 64
client.mode = inworld
client.renderertype = D3D11
client.session_start_timestamp = 2016-06-28T16:37:18.200Z
client.time_since_load = 58
client.timestamp = 2016-06-28T16:39:21.063Z -frme 9438-
client.uptime = 122.9
computer.name = FRENCHTOAST
computer.user = Scott
cpu.arch = 9
cpu.count = 4
cpu.level = 6
cpu.type = 8664
data.depotid = 4000
data.dir = D:/Games/Elder Scrolls Online/The Elder Scrolls Online/depot/
data.syncm = databuild
data.version = 0.win.0.live.1325902
exe.buildnum = 1325902
exe.opt = release
exe.reltype = public
exe.type = client
gfx.description = 15.201.1151.1008
gfx.deviceid = 26424.822285954.0
gfx.driver = AMD Radeon HD 6800 Series
gfx.vendorid = 4098
globby.address = 198.20.200.23
globby.port = 24501
loc.wloc = 235 230859 3609 220031 116.73
loc.world = Grahtwood
loc.worldid = 235
loc.zone = Grahtwood
login.address = 198.20.200.23
mem.system_physical = 7879
mem.total_current = 3683
mem.total_peak = 4113
mem.ws_current = 2774
mem.ws_peak = 3344
os.osbits = 64
os.platform = windows
os.version = 10.0.10586.
ptime = 123200
realm.depotid = 0
realm.id = 4000
realm.name = NA Megaserver
reportfield.ver = 3
version.major = 2
version.patch = 4
version.subpatch = 9
  • Vorpalzard
    Vorpalzard
    Soul Shriven
    Support answered me and gave this absolutely useless piece of advice:
    Greetings, my friend.
    Thank you for contacting The Elder Scrolls Online Team!
    After taking a look at your Game Consultant, it appears that your graphics driver may need to be updated as the date of your current driver is 11/4/2015.
    Please check the AMD website to see if there is an update for you card.
    If you have any questions or concerns, please feel free to contact me again.
    Warm Regards,
    Chet
    The Elder Scrolls Online Team
    As you can see from the attached file, my drivers are fully up to date. If "Chet" had bothered to check the website he told me to go check, he would have found this out. My video card is specifically listed as supported for this game, so it's not out of date or anything.

    Support is useless, can anyone here help?
  • Hemaka
    Hemaka
    ✭✭
    What do you expect? They're giving names to the bots so they look more "human", but they're still bots. I had similar experiences with Rick and Derek. Good luck.
  • Flubble86
    Flubble86
    Soul Shriven
    i got nearly the same copy/paste response with a similar constant crashing problem lol

    Greetings,
    Thank you for contacting The Elder Scrolls Online team. Due to high ticket volume, we apologize for how long it has taken us to get back to you, and appreciate your patience.
    If your issue has been resolved, please be sure to provide feedback using our Customer Service Survey when it arrives in your inbox. If your issue has not been resolved, please respond back to this email so we can continue to assist you.
    Thank you again for your time and patience.
    Warm Regards,
    The Elder Scrolls Online Team
  • NoRagret
    NoRagret
    ✭✭✭
    I should have never bought this game, I don't know how they can go by without getting sued for having no customer service support
  • Vorpalzard
    Vorpalzard
    Soul Shriven
    15 days later I finally got a reply by someone who actually looked at my ticket. Nothing in it was helpful, but at least this time they read my ticket. (Actual solution to the problem at the bottom of this post)
    Greetings!
    Brian here from The Elder Scrolls Online Team.
    I apologize for the delay in getting back to you and I thank you for your understanding. Review of your Game Consultant shows that your AMD Radeon HD 6800 Series video card is right at the minimum requirements to play ESO. Keeping this in mind, further review shows that you are playing ESO at a resolution of 2560x1440 which may cause your video card to have an issue displaying with a DPI of 150%.

    At this time and based on the hardware specs of your system please try the following:
    Lowering your resolution to 1920x1080
    Lowering your DPI to 100 DPI or 100%
    Lowering all of your graphical settings to the lowest available option
    Next and should the issue continue, it's possible that there is software running on the computer that is causing issues with our game. Please ensure that none of the following programs are running as they are known to cause conflicts with instability, crashes, and poor performance:
    AMD Gaming Evolved / Raptr
    Overwolf
    Xfire
    PunkBuster
    Razer Synapse 2.0
    ASUS Xonar Control Panel (for this program it's only necessary to disable GX Mode by opening the Control Panel, and de-selecting the GX/DX option button)
    In the case of Raptr and Overwolf, it is sometimes necessary to uninstall the programs entirely but this is not normally the case.
    As always please let me know if you have any other issues, questions or concerns and I will make sure you're taken care of.

    In the meantime, I’d also recommend you keep an eye on our official Facebook, Twitter, and website for upcoming news about The Elder Scrolls Online: Tamriel Unlimited, including release-date info. You’ll find those pages here:

    https://www.facebook.com/ElderScrollsOnline
    http://twitter.com/TESOnline
    http://elderscrollsonline.com

    You may also want to check out our official ESOTU FAQ, found here: http://www.elderscrollsonline.com/en/support

    May the Eight bring you fortune and glory.

    Warm regards,
    Brian

    So apparently they think it's my video card that started the crashing on patch day. :s
    So glad "Brian" spent the time to tell me to follow their social media, that was super helpful in solving my problems. I'm really interested in giving Zenimax more of my cash after this support experience. /sarcasm

    FOR ANYONE ELSE CRASHING - I FIXED MY PROBLEM BY MYSELF.
    I uninstalled the game, then deleted every single folder or reference to "elder scrolls" on all hard drives. Uninstalling does NOT fully delete all data, it leaves various config and settings files behind. You have to manually go delete all traces of ESO. I also ran CCleaner, but I don't know if it helped anything. I installed to a fresh folder, and can now play perfectly fine using my "underpowered" video card, averaging 45 fps. I also have all my normal addons installed and everything works fine. Only took two weeks of troubleshooting completely on my own to find the solution.

  • bottleofsyrup
    bottleofsyrup
    ✭✭✭✭✭
    Vorpalzard wrote: »
    Support answered me and gave this absolutely useless piece of advice:
    Greetings, my friend.
    Thank you for contacting The Elder Scrolls Online Team!
    After taking a look at your Game Consultant, it appears that your graphics driver may need to be updated as the date of your current driver is 11/4/2015.
    Please check the AMD website to see if there is an update for you card.
    If you have any questions or concerns, please feel free to contact me again.
    Warm Regards,
    Chet
    The Elder Scrolls Online Team
    As you can see from the attached file, my drivers are fully up to date. If "Chet" had bothered to check the website he told me to go check, he would have found this out. My video card is specifically listed as supported for this game, so it's not out of date or anything.

    Support is useless, can anyone here help?

    The infamous Chet. Surprised to see him respond at all...Literally every other person gets his "due to high volume we're closing your ticket" response.
  • Brightxdawn
    Brightxdawn
    ✭✭✭
    Same here. I cannot play the game anymore. Im pissed.
  • Nestor
    Nestor
    ✭✭✭✭✭
    ✭✭✭✭✭
    I wonder if a Repair rather than a Reinstall would have fixed this for you
    Enjoy the game, life is what you really want to be worried about.

    PakKat "Everything was going well, until I died"
    Gary Gravestink "I am glad you died, I needed the help"

  • Smellfire
    Smellfire
    ✭✭✭
    The game is a joke since the patch. Connection issues connecting to your server, constant frozen load screens in Cyrodil for 8 of out group of 16, crashes and pushing us out of cyrodil, to join the queue, roll backs for 10 minutes + in some zones.

    And no its not just me, its a considerable number of the guild.

    Worst is the connection issues. Seems some clients are stopping recieving packets from your server even though there is no problem with my internet connection.

    Last two patches and server maintenance have completely screwed up connectivity.
  • Vorpalzard
    Vorpalzard
    Soul Shriven
    Nestor wrote: »
    I wonder if a Repair rather than a Reinstall would have fixed this for you

    I repaired the game through both Steam and through the patcher before reinstalling, that was part of the original troubleshooting steps. I actually installed and repaired 3 separate times through the patcher.
    Edited by Vorpalzard on July 22, 2016 4:00AM
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