GAME CRASH / DISCONNECT UPDATE - NEWS

Rackiera

After a long battle with support finally someone decided that maybe they should talk to development about it, actually turns out that the Devs are aware and working on a patch to fix the crash / disconnects issue it's just they forgot to tell support who therefore assumed there were no actual ESO issues and 'it's the players ISP, Machine, Addon' or whatever.

I personally think the above is good news, however the frustration this lack of communication between departments has caused is massive and I would hope that this would never be an issue again and lessons can be learnt - main one being listen to your players more and check first before making assumptions.

I was expected to try and setup a static IP, make a new windows account, reinstall, repair, patch, speak to my ISP, the hours I have lost on this let alone the damage I could have done to my system if I had messed about with IP, DNS addresses etc, all due to lack of communication.

I think the playerbase deserves an apology for this and hope someone is 'big enough' to actually make one.

Rackiera

Actual response here;

WELL DONE JULIE !!!!

Julie here again with The Elder Scrolls Online team.

Nothing was brought to our attention here in support, but I did reach out and found that our development team is aware of this issue that is occurring for some players, such as yourself. They are currently working towards a fix for this. I apologize that it cannot be an immediate fix, but it will be patched as soon as possible.

Please keep an eye on our forums page for when this patch is released. Again, I apologize for not being aware of this information from development sooner, but I am glad to let you know a fix is coming.


Thank you for your continued interest and support!

Warm Regards,
Julie

Kronuxx

Why is a player having to notify us of what they "plan" to do. I want an official statement from ZOS. And I want to be compensated. I'm tired of them not communicating and I'm tired of paying for a subscription for which they do not deserve, hence why I cancelled it.

SlavaAr

Rackiera wrote: »

After a long battle with support finally someone decided that maybe they should talk to development about it, actually turns out that the Devs are aware and working on a patch to fix the crash / disconnects issue it's just they forgot to tell support who therefore assumed there were no actual ESO issues and 'it's the players ISP, Machine, Addon' or whatever.

I personally think the above is good news, however the frustration this lack of communication between departments has caused is massive and I would hope that this would never be an issue again and lessons can be learnt - main one being listen to your players more and check first before making assumptions.

I was expected to try and setup a static IP, make a new windows account, reinstall, repair, patch, speak to my ISP, the hours I have lost on this let alone the damage I could have done to my system if I had messed about with IP, DNS addresses etc, all due to lack of communication.

I think the playerbase deserves an apology for this and hope someone is 'big enough' to actually make one.

my story is a conversation with Julia.
The Elder Scrolls Online Team message: 06/07/2018 01:52 PM
Hi there,

I will be escalating your ticket at this time. Someone from this team will be with you shortly.

Regards,
Julie
The Elder Scrolls Online team
Customer message: 06/07/2018 01:20 AM
why are you lying? the signal is not going to the server. tested on 2 computers.
Microsoft Windows [Version 6.3.9600]
(c) Корпорация Майкрософт (Microsoft Corporation), 2013. Все права защищены.

C:\Windows\System32>ping 159.100.230.9

Обмен пакетами с 159.100.230.9 по с 32 байтами данных:
Превышен интервал ожидания для запроса.
Превышен интервал ожидания для запроса.
Превышен интервал ожидания для запроса.
Превышен интервал ожидания для запроса.

Статистика Ping для 159.100.230.9:
Пакетов: отправлено = 4, получено = 0, потеряно = 4
(100% потерь)

C:\Windows\System32>
The Elder Scrolls Online Team message: 06/06/2018 03:16 PM
Hey there,

Julie here again with The Elder Scrolls Online team.

We would never take guesses when it comes to troubleshooting a player's issue they are having with the game. These steps have been proven to fix the issue you are having.

I highly recommend following the previous steps that were given to you to correct your issue so you can connect to the server and play. Please follow these steps as they are laid out below in order to correct the issue.

First, I would like you to uninstall your addons. You can do this by navigating to C:\Users\<username>\Documents\Elder Scrolls Online\live

Here there will be an Addons folder. Please delete all of the content of this folder to remove the addons. Once they are removed, please restart your computer and try launching the game once more.

If this does not work either, you will need to uninstall and reinstall the game and Steam. To do this, please follow the instructions below:

To uninstall the game:
Right-click on the game in your Steam Library.
Select Delete local content to delete the content.
To uninstall Steam:
To keep other games installed, first move the Steamapps folder out of your steam install directory (usually C:\Program Files\Steam).
Click the Windows Start buttons and select Control Panel.
Click on Add or Remove Programs and select Steam from the list.
Click the Change/Remove button and click Finish to uninstall Steam.
To install all pending Windows updates:
Click Start and type Updates into the Windows search bar.
Click on Search for Updates.
You should now see the option Check for updates on the left hand side.
Restart the PC.
Thank you for your continued interest and support!

Warm Regards,
Julie
The Elder Scrolls Online Team

Keep an eye on our official Facebook, Twitter, and website for upcoming news about The Elder Scrolls Online, including release-date info:
https://www.facebook.com/ElderScrollsOnline
http://twitter.com/TESOnline
http://elderscrollsonline.com
Customer message: 06/06/2018 02:57 PM
I don't like what you're trying to guess. response to question. What's it? Step 7
Microsoft Windows [Version 6.3.9600]
(c) Корпорация Майкрософт (Microsoft Corporation), 2013. Все права защищены.

C:\Windows\System32>tracert 159.100.232.160

Трассировка маршрута к 159.100.232.160 с максимальным числом прыжков 30

1 2 ms 1 ms 1 ms 192.168.1.1
2 2 ms 2 ms 2 ms host-46-50-169-1.bbcustomer.zsttk.net [46.50.169
.1]
3 30 ms 3 ms 4 ms nsk94nat-te0-2-0.ll-nsk.zsttk.ru [82.200.49.209]

4 3 ms 2 ms 3 ms nsk06rb.transtelecom.net [188.43.24.86]
5 57 ms 56 ms 56 ms 212.73.250.154
6 * * 53 ms lag-120.ear2.Stockholm2.Level3.net [212.73.250.1
53]
7 * * 80 ms ae-2-3202.ear2.Frankfurt1.Level3.net [4.69.163.8
2]
8 98 ms 83 ms 83 ms 212.162.9.150
9 80 ms 80 ms 80 ms 195.122.154.4
10 81 ms 83 ms 80 ms 159.100.232.160

Трассировка завершена.

C:\Windows\System32>
The Elder Scrolls Online Team message: 06/06/2018 12:13 PM
Hi there,

If you will not follow our requested troubleshooting steps we will not be able to assist you. These steps I have provided have fixed this issue for other players, which is why I am providing it for you.

Please reply back once you have completed all of the troubleshooting in this ticket. If you are still experiencing the problem we'd be happy to continue with you.

Thank you for your continued interest and support!

Warm Regards,
Julie
The Elder Scrolls Online Team

Keep an eye on our official Facebook, Twitter, and website for upcoming news about The Elder Scrolls Online, including release-date info:
https://www.facebook.com/ElderScrollsOnline
http://twitter.com/TESOnline
http://elderscrollsonline.com
Customer message: 06/05/2018 07:57 PM
are you delusional? the next tip will be to reinstall Windows or buy a new computer? you have on the forum a bunch of messages about various errors. maybe you have a problem?
The Elder Scrolls Online Team message: 06/05/2018 06:46 PM
Hi there,

Julie here again with The Elder Scrolls Online team.

The previous troubleshooting is to help with connection to the server and to ensure that you are able to access the game. I am sorry this did not work.

Next, I would like you to uninstall your addons. You can do this by navigating to C:\Users\<username>\Documents\Elder Scrolls Online\live

Here there will be an Addons folder. Please delete all of the content of this folder to remove the addons. Once they are removed, please restart your computer and try launching the game once more.

If this does not work either, you will need to uninstall and reinstall the game and Steam. To do this, please follow the instructions below:

To uninstall the game:
Right-click on the game in your Steam Library.
Select Delete local content to delete the content.
To uninstall Steam:
To keep other games installed, first move the Steamapps folder out of your steam install directory (usually C:\Program Files\Steam).
Click the Windows Start buttons and select Control Panel.
Click on Add or Remove Programs and select Steam from the list.
Click the Change/Remove button and click Finish to uninstall Steam.
To install all pending Windows updates:
Click Start and type Updates into the Windows search bar.
Click on Search for Updates.
You should now see the option Check for updates on the left hand side.
Restart the PC.
Thank you for your continued interest and support!

Warm Regards,
Julie
The Elder Scrolls Online Team

Keep an eye on our official Facebook, Twitter, and website for upcoming news about The Elder Scrolls Online, including release-date info:
https://www.facebook.com/ElderScrollsOnline
http://twitter.com/TESOnline
http://elderscrollsonline.com
Customer message: 06/05/2018 03:31 PM
are you trying to guess? I've tried all of that. no result.
The Elder Scrolls Online Team message: 06/05/2018 02:22 PM
Hi there,

Julie here again with The Elder Scrolls Online team. Thanks for the update about your account!

Thank you for completing the requested steps. I have provided some further troubleshooting to help with your connection.

To best access The Elder Scrolls Online you should configure you routers to open the following outbound ports:
TCP / UDP Ports 24100 through 24131
TCP / UDP Ports 24500 through 24507
TCP / UDP Ports 24300 through 24331
TCP Port 80
TCP Port 433
TCP / UDP Ports 27000 through 27015
TCP / UDP Ports 27015 through 27030
TCP / UDP Ports 27014 through 27050
TCP / UDP Ports 27031 through 27036
TCP / UDP Ports 27036 through 27037
TCP / UDP Ports 4380

We also recommend making exceptions for your antivirus and firewall software. The application files that may require exceptions are:
ESO_launcher: C:\Program Files (x86)\ZenimaxOnline\Launcher
ESO.exe: C:\Program Files (x86)\ZenimaxOnline\The Elder Scrolls Online\game\client\eso.exe (by default)
ESO64.exe: C:\Program Files (x86)\Zenimax Online\The Elder Scrolls Online\game\client\eso64.exe (by default)
Online\game\client\eso64.exe (by default)
Some antivirus programs require entire folders to be selected instead of a single file.When this is the case, the file paths below are what players should use. If required by the antivirus program, include all subfolders since every file is critical to run the game.
C:\Program Files (x86)\Zenimax Online\The Elder Scrolls Online\
Please also try resetting the ProgramData folder:
Close both ESO and the ESO Launcher.
Open the game's installation directory.
Open the folder named Launcher.
Inside the "Launcher" folder, there is a folder named "ProgramData".
Rename the "ProgramData" folder to "ProgramDataBackup".
Open the launcher and download update.
Click Play.
Once these steps are complete, please try launching the game once again. If the announcements still load to fail, please try switching to the North American server and log in. If you are able to login, please log out and switch back to the European server and try again.

We are looking forward to hearing back from you! Thank you for your continued interest and support!

Warm Regards,
Julie
The Elder Scrolls Online Team

Keep an eye on our official Facebook, Twitter, and website for upcoming news about The Elder Scrolls Online, including release-date info:
https://www.facebook.com/ElderScrollsOnline
http://twitter.com/TESOnline
http://elderscrollsonline.com
Customer message: 06/04/2018 07:34 PM
I did everything you said, but it's no use. But I don't agree with you.
1) and then my laptop if I game on it?
2) how does graphics cards affect server connections?
3) I have problems not with the launch of the game, and the problem is that I can not connect to the server. View the file "Безымянный". Why don't I download the news?
The Elder Scrolls Online Team message: 06/04/2018 06:22 PM
Greetings,

My name is Julie with The Elder Scrolls Online team and I will be able to assist you today. I apologize for the delay in our reply to you.

First, I wanted to let you know that we do not recommend running ESO on a laptop as our minimum requirements were tested for desktops. With that being said there may be limited troubleshooting to offer. However, looking at your report I can see a few things right away that may correct the issue you are having.

I noticed that you have two graphics cards, and it seems that ESO is choosing your Intel and not your Nvidia. To ensure that ESO is using your better and primary GPU, please follow these steps:
Open NVIDIA Control Panel and select Manage 3D settings.
Click on the Program settings tab.
Under "1. Select a program to customize:" click the Add button.
When prompted, click the Browse button and select eso64.exe
Default location: C:\Program Files (x86)\Zenimax Online\The Elder Scrolls Online\game\client\.
Under "2. Select the preferred graphics processor..." select High-Performance NVIDIA processor.
Click Apply.
Close NVIDIA Control Panel and launch the game.
You will also want to make sure that your graphics card is up to date, as I can see that it has not been updated in quite some time.

NVIDIA Video Cards
Click Drivers.
Either input your graphics card details under Option 1 and click Search, or click Graphics Drivers under Option 2 to automatically search for the best drivers.
Once these two steps have been completed, I would like you to run a repair from the launcher.
Click Game Options (located under the News Section).
Click Repair and wait for the process to finish.


Once the repair is finished, please try launching the game again. Please be sure to update us if the issue continues with any new error messages or anything new that is happening.

Thank you for your continued interest and support!

Warm Regards,
Julie
The Elder Scrolls Online Team

Keep an eye on our official Facebook, Twitter, and website for upcoming news about The Elder Scrolls Online, including release-date info:
https://www.facebook.com/ElderScrollsOnline
http://twitter.com/TESOnline
http://elderscrollsonline.com

DoctorESO

SlavaAr wrote: »

Customer message: 06/07/2018 01:20 AM
why are you lying?

LOL. Maybe not the most constructive thing to say

SlavaAr

well, that he says nonsense.

michael.albertsenb16_ESO

Thank you for breaking through the barrier of communication.

I knew it would happen eventually - and I didn't have the stamina to go through the hoops.

So, again, thank you!

Here's hoping the fix is simple and out soon.

Aleris

Hi i keep crashing connstanyl in the last 12 hours, nothing has changed on my end, i crashed 3 times in.3 hours!

Sparr0w

Aleris wrote: »

Hi i keep crashing connstanyl in the last 12 hours, nothing has changed on my end, i crashed 3 times in.3 hours!

Rookie numbers I crashed 5 times in half an hour

OP gg getting thru to them & thanks for the update

Br0m

Since patch v4.0.7 I’m crashing randomly: from 2-5 crashes in a hour to 2-3 crashes in 3-4 hours game session.Sometimes my ping goes up to 3,5k for a few seconds as well. After countless attempts to fix my hardware or game I have only one observation: if I do a router restart then the game client somehow getting stabilized for an hour or 2-3. I have a top end router: Linksys wrt 1900 ac and before Summerset I had zero issues with my connections to the pc eu game server. Can’t play the damn BG’s at all- joining, 2 min of action and disconnect to login screen, 20 mins of que penalty lol.

Auggy

I seem to crash with a crash report upon entering VMA (sometimes I can get through, sometimes halfway and it will crash on round start) and crash to login very frequently while gathering materials. I would say this morning it has been every 4-5 things I pick up and then crash immediately upon looting. I really hope this fix comes soon, I don't have a whole lot left in the game I can actually do right now which seems like a waste of my subscription.

ZOS_JesC

Greetings, we've removed a few comments that were bashing. Please read through our forum rules to learn what posts are and are not acceptable for the ESO forums. Thank you for your understanding.

Hellangel45

But can you remove the bugs and issues as efficent as you remove these bashing comments tho?

captainpost

Any word on when this will be fixed? I want to play and resub. But until this is fixed I really can't play.

Rackiera

I have asked many times for an official post acknowledging the problem exists and an eta but even I have given up, getting nowhere.

Narvuntien

I keep crashing in dungeons and its extremely frustrating

Mostly because the other three continue on and kill the monsters I need for Pledges then I have to do the whole dungeon again.

Rackiera

Thought I would respond to my original post as it's nearly one year since I first had my marathon conversation with support.

PLEASE NOTE THE ORINIAL POST AND THE RESPONSE BELOW IS FROM JUNE 2018 !!!.

The first two posts in this thread give more background and are the most interesting but I highlighted some in italics below to save people time;

Actual response here;

Nothing was brought to our attention here in support, but I did reach out and found that our development team is aware of this issue that is occurring for some players, such as yourself. They are currently working towards a fix for this. I apologize that it cannot be an immediate fix, but it will be patched as soon as possible.

Please keep an eye on our forums page for when this patch is released. Again, I apologize for not being aware of this information from development sooner, but I am glad to let you know a fix is coming.

Thank you for your continued interest and support!

Warm Regards,
Julie

Its now June 2019, we are a year on, has anything been fixed ?

There is still no general acknowledgement that it's a ESO issue, support it still telling players to disable addons, reinstall or blaming their ISP.

Surely there should have been a fix by now or at the very least support should have updated their standard procedures to stop players wasting time trying to fix something they cannot.

AWinterWolf

So, for ages, players such as myself, have been blamed for the crashing, the constant disconnects, when finally ZOS are admitting, they're at fault? Why has it taken so long for this to be acknowledged? Why is it taking so long to be fixed? How many times have players, like myself, put tickets in, complaining about this issue, only be brushed off with excuses? It's really poor.

GhostOfAnEra

This is getting ridiculous, and tech support is becoming unreliable. I'm fed up with ZOS thinking that reinstalling the game will solve all problems I have been having ever since Elsweyr came out. I know that these problems are not on me, since I never had them hitherto. Maybe ZOS should admit their mistakes for once and not blame the players.

MrZeeck

Zenimax isn't going to fix *** as long as they're making money of the game.. people keep buying the expansions/ESO plus/crowns at a rate that still puts the company in the green. As long as that's happening nothing's gonna change.

rumple9

It's definitely to do with elsweyr. Must be something in the coding because I had exactly the same problems last year when dragon bones was launched

Korax

Unlikely its Elsewyr.. I haven't been able to reliably login and play this game since September 2018 and have since given up trying. I'm not going to r@pe my router to try and play this game. Its only this game that requires you to be a networking pro to MAYBE play it. All my other games, including World of Warcraft works just fine thank you.

Go back to the drawing board and learn how to write proper networking code for an online game.
Theres nothing wrong with my ISP.
Theres nothing wrong with my Router.
Theres nothing wrong with my PC.
Theres nothing wrong with my Country.
Theres nothing wrong with my Continent.

Maybe the reason some ISPs got issues is because you employ dangerous networking code or methodologies.

I'm in South Africa and from what I read ppl all over the world are having problems... its very very unlikely that we have the same problem in common.. the only thing we have in common is we have ESO installed.

KingDragonos

Rackiera wrote: »

After a long battle with support finally someone decided that maybe they should talk to development about it, actually turns out that the Devs are aware and working on a patch to fix the crash / disconnects issue it's just they forgot to tell support who therefore assumed there were no actual ESO issues and 'it's the players ISP, Machine, Addon' or whatever.

I personally think the above is good news, however the frustration this lack of communication between departments has caused is massive and I would hope that this would never be an issue again and lessons can be learnt - main one being listen to your players more and check first before making assumptions.

I was expected to try and setup a static IP, make a new windows account, reinstall, repair, patch, speak to my ISP, the hours I have lost on this let alone the damage I could have done to my system if I had messed about with IP, DNS addresses etc, all due to lack of communication.

I think the playerbase deserves an apology for this and hope someone is 'big enough' to actually make one.

@Rackiera thank you so much that you actually got trough them and got an actual answer what i am trying for so long as well and don't get anything just the same as you that i am having the issue and with ESO everything is fine.

For this awesome news i post your comment in my forum post to spread these awesome news. @Rackiera thanks again!

Rackiera

Thanks for the comment, just don't wait for a fix it's been a year now. Still no ETA on a fix.

I have asked ZOS for an official response, same as I did a year ago, didn't get one then, doubtful I will get one now.

Mavi

Korax wrote: »

Unlikely its Elsewyr.. I haven't been able to reliably login and play this game since September 2018 and have since given up trying. I'm not going to r@pe my router to try and play this game. Its only this game that requires you to be a networking pro to MAYBE play it. All my other games, including World of Warcraft works just fine thank you.

Go back to the drawing board and learn how to write proper networking code for an online game.
Theres nothing wrong with my ISP.
Theres nothing wrong with my Router.
Theres nothing wrong with my PC.
Theres nothing wrong with my Country.
Theres nothing wrong with my Continent.

Maybe the reason some ISPs got issues is because you employ dangerous networking code or methodologies.

I'm in South Africa and from what I read ppl all over the world are having problems... its very very unlikely that we have the same problem in common.. the only thing we have in common is we have ESO installed.

You can fix that by playing with an VPN. As soon as the game recognizes that you are a USA computer you will login and play, normally. That also show us how much this company cares about non US players.

Korax

True that on on-US layers.

..but you shouldn't have to jump through all sorts of hoops and VPN to play.. if they cant serve other countries properly, they shouldn't sell their goods there IMO.

ZOS_Bill

We have posted an update from Matt Firor regarding server performance issues in the thread below.

EU Server Performance - Update from Matt Firor

Rackiera

That's a different issue, this is from 12 months ago, mainly random disconnects to login screen on porting, finishing an instance etc.

It does not even mention the random disconnects / crashes.

I am fed up of being in a Q for an instance for 40 minutes and then crash, yes the Q system could be better BUT it's the crash that's the issue as I q again. Then we have crash / disconnect on porting about 25% of the time.

ITS BEEN A YEAR !!!, most of the player base still don't even know it's a known issue - Just look at the number of new threads since June 2018, what a waste of everyone's time.

This also does not address why support still is asking players to delete addons, reinstall, speak to their isp etc, when it is a known error.

One Dev post on an issue that's really not related, certainly not from June 2018 is not an answer..