Stuck at Cyrodiil loading screen. (UPDATED: Stuck at Shada's Tear now)

Treachery · September 2014

I was in a group in Cyrodiil and when we approached the bridge the Cyrodiil loading screen popped and up and would not go away. I have tried re-logging multiple times (waited 10 minutes once) and the screen will not go away on my main. I can login with my other characters but my main is stuck in Cyrodiil limbo. I have opened a support ticket but this is super annoying to just have the screen pop up out of nowhere and then your stuck forever.

Treachery · September 2014

Ticket 140916-002317. Still no phone call. 3+ hours later.

Treachery · September 2014

So after waiting 5 hours I finally get an email (I requested a call) stating that they're sorry it has taken so long and if it is still ok to call this late then just reply yes. This after I left the 'Don't Call After' section blank so I would get this resolved not matter when it was. Now I still have not received a phone call over an hour and a half after I replied to the email. Seriously over 6 hours on a stuck character phone ticket is awful customer service. I understand high call volume but you shouldn't say 'It may be over 1 hour' when it will take all night for someone to respond.

Treachery · September 2014

Sent them another reply email saying basically, "Hey I thought you said you were gonna call me. I'm still waiting." and of course no response. Going on 7 hours now. Anyone at Zenimax paying attention?

Treachery · September 2014

@ZOS_JessicaFolsom
@ZOS_AmeliaR
@ZOS_GinaBruno
@ZOS_PierreL

Could any of you take a look at my ticket 140916-002317 and find out why it is being ignored and has been for 8 hours. It was at least looked at around 10:45pm because they asked if they could still call. After that though, ignored again. I hate to keep complaining on the forums but this is an excessive amount of time to be ignored and then acknowledged only to be ignored again. It's going on 2:30am in the morning for an issue that occurred at 6:30pm.

Treachery · September 2014

9 hours have passed..

By now I have filed another ticket 140917-000275 asking for a call since the first one has gone unresolved. I'm beginning to think Customer Service is only part time and managed by one person. No one is reading this either but I'll continue to update it in case in the future someone has an issue and decides to Google the same problem. Good luck future people.

Treachery · September 2014

10 hours, my future fans.

That means that an entire work shift (8 hours plus 1 hour lunch) has gone by and another work shift should have started by now. At some point, 2 seperate shifts would have been able to look at this ticket and make a call to me to move or unstick my character.

Of course this is just an assumption. They may work 10 hour shifts, 8 hour shifts or everyone went home fifteen minutes after they emailed me and asked if it was ok to still call me at 10:45pm.

Stay tuned Future People.

Treachery · September 2014

After 12 hours my only hope is that this issue took a week to finally get resolved but the future people traveled back in time and helped me get it fixed in less than 24 hours.

ZOS_MollyH · September 2014

Hi @Treachery - Thank you for the ticket numbers, and we do apologize for the delay. We'll be sure to look into these and someone will be in touch with you soon to help you out!

Treachery · September 2014

This has happened again. I was in a group doing Shada's Tear. At the door I could not enter. It would go to the loading screen then finally crash reporter. After 4 attempts (I'm hardheaded) I was finally able to get in by teleporting to the group leader. Once in, we had cleared the wings and were going to Shada's Wing when out of nowhere the loading screen popped up and now is infinitely stuck on my main.

This is the second time in two days and no resolution other than after 14 hours Molly (from escalations) moved my character. Patch 4 has completely broken my game. The patch redownloaded the entire game for some reason on patch day. Then the next day the loading screen issue in Cyrodiil and the fubar on the call back. Now it has done it again trying to do Shada's Tear. My game is unplayable unless I want to start over and even then this issue will still remain.

I don't mean to be 'one of those' guys but after all of this I'm starting to think a refund or extension to my game time is in order.

P.S. I also noticed you have removed the option for Phone Call support ticket. Email is all that you have available now and that means a resolution can be far off for anyone having a problem. :'(

Treachery · September 2014

Either my character got moved or the hotfix rolled me back enough to put me outside of the dungeon. Still worried this is going to occur again since it has happened 2 days in a row.

Treachery · September 2014

Here's another update. I tried to do Shada's Tear again with a group (told you I'm hardheaded) and at the EXACT SAME SPOT the loading screen popped up and now I'm infinitely stuck at a loading screen again. As soon as the water clears and you swim to the stairs, proceed up the stairs, and a fight begins. There is a Nedic fighter on each side of the stairs that is when the loading screen popped up. There is something that is particular to that spot/fight because it has been hours since it happened and I was able to do the end of Celestial Investigator just fine and all of Shada's until that spot. I put in another ticket.

Treachery · September 2014

So after several emails with MollyH I have taken her suggestion and disabled addons (did this in the first place), forwarded ports the game communicates on, flushed dns, and at the suggestion of another repair from Alex in Customer Support I just decided to reinstall the entire game from scratch.

I have ran every Craglorn Delve, Vet Wayrest sewers multiple times, Skyreach Catacombs/Hold/Pinnacle and today I decided to try Cyrodiil on Thornblade. I was on my horse running to Fort Alessa and just as I was about to cross the bridge, RIGHT WHERE THIS PROBLEM ORIGINALLY OCCURED, the loading screen popped up again and now I am hopelessly stuck.

There is a problem with this game in certain locations that is causing this loading screen to popup with my configuration and/or hardware. I have sent diag reports and done everything asked of me but at this point I truly believe it is a problem on Zenimax's side with the coding/assets/net code or something. There has been on resolution as of yet.