Game crashing to login screen every 50 minutes. Please help!

bhoelzel · November 2016

In order to do the port forwarding, you also need to have the IP address for the game server, at least with my ISP. My husband and I have been having this issue since the One Tamriel patch... we both have separate accounts, and use a router (so there is just 1 IP leaving us) that has been reset multiple times. We went so far as to have a new router provided, the ISP checked all the lines, the speed is fine, connection is fine, we opened the firewalls, disabled security, killed all the add ons, ran the game in admin mode, ran it in compatibility mode etc... and we still crash out. We've had a ticket open and since a week ago, we haven't had any response. Below is my thread of emails.... I would appreciate any thoughts anyone has....

To: "ESO English Support" <ESO_Help@helpmail.elderscrollsonline.com>

Hello... this has been almost a week since I've heard anything.... this needs to be escalated immediately. This is extremely unsatisfactory for there to be no contact in almost a week. The lower level support was so much better than this level. Please... someone get back to us. Thanks

To: "ESO English Support" <ESO_Help@helpmail.elderscrollsonline.com>

Sent: Sunday, November 20, 2016 12:20:20 PM
Subject: Re: frequent crashing [Incident: 161113-001636]

Looking for an update please.

To: "ESO English Support" <ESO_Help@helpmail.elderscrollsonline.com>
Sent: Saturday, November 19, 2016 7:54:35 AM
Subject: Re: frequent crashing [Incident: 161113-001636]

Hi... I had asked for an update on Thursday and didn't receive one. My husband and I were in game last night, and in the course of 2 hours, we each crashed at least 8 times I believe. This is not conducive to fun nor is it good for any group content. I find it disheartening that a paying customer is having so much difficulty in getting responses or playing the game. You asked for various reports and for me to try various things, I've complied with all of it. Now, I'm looking to get this escalated even more. There has got to be something going on as this is the ONLY game that we have issues with and when we do normal things (outside of game play), we are fine. The internet is fine, the routing is fine, the firewalls are fine etc.... the ONLY thing that several of us can think of, is that ESO is having a conflict of seeing 1 IP address for 2 computers. Again, everything worked fine prior to the One Tamriel patch and since then, it's all bad. Please give me a response to my inquiries. I really am having a hard time continuing to pay for this when I can't play even a half hour without crashing 3 times. Thanks

To: "ESO English Support" <ESO_Help@helpmail.elderscrollsonline.com>
Sent: Thursday, November 17, 2016 8:19:10 PM
Subject: Re: frequent crashing [Incident: 161113-001636]

HI.. are there any updates to this? We'd like to be able to play the game but with the crashing, it's very difficult. thanks

To: "ESO English Support" <ESO_Help@helpmail.elderscrollsonline.com>
Sent: Wednesday, November 16, 2016 12:06:17 PM
Subject: Re: frequent crashing [Incident: 161113-001636]

We both have Windows 10... Again, the info below is not for Win 10 so you may want to update the standard response that you use. The files are attached. Thanks.

From: "ESO English Support" <ESO_Help@helpmail.elderscrollsonline.com>

Sent: Wednesday, November 16, 2016 9:40:06 AM
Subject: frequent crashing [Incident: 161113-001636]

Subject
frequent crashing

Response By (Zachary) (11/16/2016 09:40 AM)
Hello Again,

Thank you for that information, and the information from your husband as well.

You did supply us with the DxDiag we requested, but we'll also need your msinfo as well.

I will provide the steps below:

MSInfo32 on Windows XP
Click Start, then Run.
Type "msinfo32" in the Run box, and click OK.
While viewing the System Summary node, go to File and select Export.
Save the MSINFO32 report as msinfo32.txt on the desktop for easy access.
Now that the report has been generated, it can be attached to help requests as needed. Please note that the file is very large, so it should not be copy/pasted into the contents of an e-mail.
MSinfo32 on Windows Vista, 7, 8, and 10
Press [Windows] key + [R].
Type "msinfo32" in the Search box, and click OK.
While viewing the System Summary node, go to File and select Export.

Save the MSINFO32 report as msinfo32.txt on the desktop for easy access.
Now that the report has been generated, it can be attached to help requests as needed. Please note that the file is very large, so it should not be copy/pasted into the contents of an e-mail.
I look forward to hearing back from you soon.

Thanks,
Zach
The Elder Scrolls Online Team
Customer By (Bonny Hoelzel) (11/16/2016 09:11 AM)
Hi.. .I'm also attaching my husband's DxDiag report. Thanks

Customer By (Bonny Hoelzel) (11/15/2016 08:17 PM)
Here is the file requested.

Response By (Madison) (11/15/2016 05:31 PM)
Hey there Bonny,

Thanks for your patience! What I'm going to do before proceeding with any further troubleshooting is ask that you please run and respond with some diagnostics information.

To create DxDiag and MsInfo files, please follow the steps below:
DxDiag
Press the [Windows] key + [R] on your keyboard to bring up the "Run" box.
In the "Run" box, type DxDiag and press Enter. This will start the DxDiag utility.

Once the Direct X Diagnostic Tool appears, click on the Save All Information button at the bottom.
When asked where to save the file, click on the drop-down box next to Save in and select Desktop.
In the File Name box towards the bottom, the name DxDiag.txt should appear. Leave this as is and click on the OK button.
Click the Exit button to exit the Direct X Diagnostic Tool
On the Desktop, there should be a file name DxDiag or DxDiag.txt. If there is no file with this name, please repeat the steps above and make sure to save the file to the Desktop

Open this e-mail and attach the file
Please note that DxDiag is only a diagnostic tool that collects technical information on computers. It is usually needed by technical support agents to isolate specific issues.
MSInfo32 on Windows XP
Click Start, then Run.
Type "msinfo32" in the Run box, and click OK.
While viewing the System Summary node, go to File and select Export.
Save the MSINFO32 report as msinfo32.txt on the desktop for easy access.
Now that the report has been generated, it can be attached to help requests as needed. Please note that the file is very large, so it should not be copy/pasted into the contents of an e-mail.
MSinfo32 on Windows Vista, 7, 8, and 10
Press [Windows] key + [R].
Type "msinfo32" in the Search box, and click OK.
While viewing the System Summary node, go to File and select Export.

Save the MSINFO32 report as msinfo32.txt on the desktop for easy access.
Now that the report has been generated, it can be attached to help requests as needed. Please note that the file is very large, so it should not be copy/pasted into the contents of an e-mail.

Warm Regards,
Madison
Elder Scrolls Support
Customer By (Bonny Hoelzel) (11/15/2016 02:03 PM)
Thank you!!!

Response By (Gage) (11/15/2016 01:48 PM)
Hey there again, Bonny!

This problem has proved quite persistent! Rest assured, we will do everything in our power to get you and your husband back to adventuring.

Unfortunately, it seems we have exhausted all of our tools regarding this matter. As such, I'm going to escalate this ticket so specialized team can further assist you.

We appreciate your patience and cooperation through everything!

Kind Regards,
Gage
The Elder Scrolls Online Team
Customer By (Bonny Hoelzel) (11/15/2016 11:05 AM)
Hi... so, I have done just about everything, including changing out the cable modem/router that we have, through our ISP. They have ran multiple tests etc. and everything seems to be fine. Now, the observations I have are:

1) this all started occurring after the One Tamriel patch as we NEVER had this issue prior to the patch
2) Could this patch have put in something that doesn't allow 2 accounts with 1 public IP address to be in game at the same time?
3) the instructions below, for the DNS flush are for windows 7 or 8 but you might want to update your standard response (as this is what it looks like) to include windows 10. Luckily enough, I knew how to do it from having done it before.
4) none of what was suggested below has helped as it's been done on both my husband and my computer.

Given all of this... we need to specifically get answers to #1 and #2 above and then, I need to know where this goes next. Is it something that we go to the next tier up of support or???? Thanks

Response By (Thaddeus) (11/13/2016 07:37 PM)
Hello Bonny,

Thank you for contacting The Elder Scrolls Online: Tamriel Unlimited support team with your query.

It seems that the issue is caused by a connectivity problem and in order to resolve it I will ask you to try the following:

First of all make an exception/whitelist inside the anti-virus and Firewall softwares to allow either the Elder Scrolls Online: Tamriel Unlimited folder or the specific files of ESO.exe and the Bethesda.net_Launcher.exe.
plus, for windows firewall here are the steps:
1. Open the Start Menu and type in the search box in the upper right Firewall.
2. Select the Windows Firewall option.
3. On the left pane select Allow a program or feature through the Windows Firewall.
4. Add both the ESO.exe and Bethesda.net_Launcher.exe.
5.These files can be found in the C:\Program Files (x86)\Zenimax Online directory
6.And in C:\Program Files (x86)\Zenimax Online\Launcher.
7.Then click OK.

Please note: For network troubleshooting purposes, you should contact your ISP for the most accurate trouble-shooting.Nevertheless, I would advise you to try a few simple steps:
To best access The Elder Scrolls Online: Tamriel Unlimited, I would recommend configuring your router to open the following outbound ports:
-TCP / UDP Ports 24100 through 24131
-TCP / UDP Ports 24300 through 24331
-TCP / UDP Ports 24500 through 24507
• Update the firmware of your router (it is always a good step to take, as it prevents that an outdated firmware interferes on your connection).
• Try to put your modem/router far from all electrical devices and do not coil up any excess signal or power cables (to eliminate possible interference problems).

If the above does not work, you can also flush your DNS, which should improve your connection:

Windows 8:
• Press Win+X to open the menu
• Right-click on Command Prompt and select Run as Administrator
• Type "ipconfig /flushdns" and hit enter
• If it was successful, you will see the message "Windows IP configuration successfully flushed the DNS Resolver Cache."
• Power cycle the router to clear the cache so that it doesn't store the bad route

Windows 7:
• Click on the Start button
• Type cmd in the Start Menu
• Right-click on Command Prompt and select Run as Administrator
• Type "ipconfig /flushdns" and hit enter
• If it was successful, you will see the message "Windows IP configuration successfully flushed the DNS Resolver Cache."
• Power cycle the router to clear the cache so that it doesn't store the bad route

I hope this helps and don't hesitate to contact us again if you need further assistance.

Thank you for your continued interest and support!
Warm Regards,

The Elder Scrolls Online: Tamriel Unlimited Team

Customer By (Bonny Hoelzel) (11/13/2016 07:15 PM)
Hi.. thank you for responding.. I have done all of the steps below and I still crashed out... looking on the forums for our situation, it said to run it in 64 vs. 32 as well, but I did try 32 again... so, now what? Thanks

Response By (Sarah) (11/13/2016 04:32 PM)
Hail and well met, Bonny

Thank you for taking the time to get back to us at The Elder Scrolls Online Team. My name is Sarah and I would be happy to help guide you today, my friend ~ !

I see you have been finding some troubles with your game seeming to have random crashing, I appreciate you sending us back with your game consultant.

Now in order to possibly resolve this trouble you have been having in game, I would now like to suggest some very helpful troubleshooting to try! That being said if you could please give the below steps a try:
Download Windows updates
Download and install the latest version of DirectX here.
Download and install the Visual C++ update here.
Switch to the 32-bit client
You can switch your game to the 32-bit client by following the process below:
Open the ESO Launcher.
Click on the settingscog in the top right.
Untick the Run 64Bit Game Client box.
Hit Apply.
The game will now run on the 32-bit client.
Change the game’s graphics settings
You can change the game's graphics settings by following the process below:
From ESO’s log in screen, click SETTINGS.
Select Video.
Lower your View Distance (this is likely to have best performance improvement with the least visual impact).
Change your Display Mode and lower the Resolution.
Turn Anti-Aliasing off.
Lower your Graphics Quality setting.

Note: If you are using a 32-bit client, we recommend you set your Graphics Quality settings to either medium or low.
Repair the game client
To repair the game client, open the ESO Launcher, click Game Options, and then select Repair.

I truly hope that with trying the above steps onto your game, that this may allow for you to no longer see this crashing in game. Please do let us know how all the above has worked out for you, as well as if any new changes have occurred with this process.

Looking forward to hearing back from you,

Thank you for your patience and support!

Step lightly in the forest,
Sarah, NightBlade and Servant of Tamriel
The Elder Scrolls Online Team

For product information, visit the official site: http://elderscrollsonline.com/
To interact with the community, visit: https://forums.elderscrollsonline.com/
Customer By (Bonny Hoelzel) (11/13/2016 04:25 PM)
Hi JD. I'm attaching my Game Consultant and if you would like my husband's, I can do that also.. just let me know. Thanks

Response By (JD) (11/13/2016 02:19 PM)
Hey there, Bonny

Thank you for taking the time to contact The Elder Scrolls Online support team. My name is JD. It would be my pleasure to help guide you today, my friend.

I will be happy to help you with this issue with the crashing. As some one who loves to play ESO with my wife I know who much this means to you both.

To help us with this investigation we will need you to send us a Game Consultant. Game Consultant captures technical information that can be vital to troubleshooting hardware issues on Windows PCs. It is a specialized diagnostic tool designed to identify issues that may affect the play experience in The Elder Scrolls Online. Please attach a copy of the Game Consultant report to any technical support request if your issue is occurring while playing on PC.
Here is how to find and use it:
Click on the golden cog icon in the top right corner of the game launcher.
Under SETTINGS - LAUNCHER, select the ABOUT tab. This tab includes the current launcher version, minimum specifications, and information about Game Consultant.
Click the Game Consultant button beneath the tool description.
A new window will pop up. When it does, click Run Tests. This may take a few minutes.
When the test is complete, a new window will pop up saying "Success!" The report saves itself as a text file called Report.txt in the My Documents folder.
To retrieve the file, click the Open Report Location button on the Game Consultant window, or click Open Report to simply view it.

Check out ESO Help channel for a step-by-step video on how to use Game Consultant:

http://youtu.be/3fNqpZE_4rs.

Game Consultant is also available for direct download for Windows PCs via the following link (add the link in a browser and select Run): http://goo.gl/IqHMne

If you are a Mac player, please submit a Mac System Profiler and screenshot of your overview page. You can find information on how to get this here.
When we get this info we will be happy to look into this for you. Thank you.

We look forward to hearing back from you.

Warm Regards,
JD,
The Elder Scrolls Online Team

Change will preserve us! It is the lifeblood of the Isles. It will move mountains! It will mount movements! -Sheogorath (The Mad God)
Customer By (Bonny Hoelzel) (11/13/2016 12:14 PM)
my husband and I both play the game and when we are both logged in, we end up crashing, with no error message. once we've crashed, when 1 tries to log in after the other is in, it crashes them out again. also, when in game, if one opens a browser, it crashes from the game. we have troubleshooted with our ISP and everything is fine, we have a good signal etc. This is very frustrating when in dungeons and we keep crashing out. we both pay a monthly subscription, but doesn't seem worth it if we keep crashing out.
We will assume your issue has been resolved if we do not hear from you within 96 hours (4 days).

If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!

Question Reference # 161113-001636
Date Created: 11/13/2016 12:14 PM
Date Last Updated: 11/16/2016 09:40 AM
Status: Waiting on Customer