10 random crashes in less than 3 hours.

federicofc1988rwb17_ESO · November 2014

So the title explains it, but i'm gonna go ahead an explain a little bit more

So earlier today and this happened every day since they launched 1.5 i had 10(today but they vary) random crashes, while doing anything from walking around to doing dungeons, i assume you will understand my level of frustration, but that's not the reason i post this.

The reason is the crappy almost automated responses i get from customer support and this time i had it, i have the same old responses i got when the sound bug (the one that also made cyrodill unplayable) was around way back (was it 1.3 patch? i don't remember) i endured trough that.

But now 8 month later after begin a paying customer who never missed a payment problem after problem every time you pushed a god damn patch, i had it. 10 random crashes in less than 3 hours who in the right mind would pay for game that works like that? Certainly not me (at least not for now)

And before you go ahead and post that the problem might be on my end, on my crappy PC or my *** connection remember that the game worked almost flawlessly before patch 1.5, as with most patches do in this game maybe after 1 month of it begin around the issue will get resolved, so in the future please try and test the patch properly before release, delaying a patch won't cost you customers, crappy CS and untested broken patches do.

Have a wonderful day, i'm off to enjoy my summer, doing anything but playing ESO(for now).

P.S: the issue seemed to originate when i hit keyboard keys in rapid succession, how do i know this you might wonder? well you know one of the many things i enjoy from this game was the fast paced action and the footwork required for dungeons or tough fights, and in said fights during a dungeon i got more frequent disconnects the more i used the keyboard (i got nervous during some fights and started dodging blocking using abilities, ect and then the disconnect happened this is just one example of many)
And i'm saying this here because i told the CS department about this but what i got was this:

I am sorry to hear you are experiencing an issue with our game, and I definitely want to help you get this resolved. I would recommend adding an exception to your anti-virus program. To add the exception for The Elder Scrolls Online to Windows Defender, please follow the steps below:
Navigate to Control Panel and Open Windows Defender.
Click on Tools.
Click on Options.
Select Excludefiles and folders.
Click Add.
Browse for C:\Program Files (x86)\Zenimax Online\The Elder Scrolls Online\game\client\eso.exe
Hit OK.
Browse for C:\Program Files (x86)\Zenimax Online\Launcher\Bethesda.net_Launcher.exe
Hit OK.
Save Changes.
NOTE: Players will see two files by the name of Bethesda.net_launcher. While one is only an icon rather than a full game file, it is easy to confuse the two when setting up exclusions. To be safe, it is best to add both to the exclusion list. I would also recommend making sure your ports are configured correctly. Please configure your router to open the following outbound ports:

TCP / UDP Ports 24100 through 24131
TCP / UDP Ports 24500 through 24507
TCP / UDP Ports 24300 through 24331

Please also note that Ports 80 and 443 should be open to allow general HTTP and HTTPS access. Please contact your Internet provider to arrange this.

Some total random ***. I can even imagine the dwarven automaton hitting the enter key to send the mail.

federicofc1988rwb17_ESO · November 2014

Just a disclaimer: I know this might belong to the general discussion section in account of it having some other content besides the crashes issue but when i realized it i was half trough the message and i didn't feel like double posting or moving it, so if you want to move or even close it go ahead i don't really care much.

ESO_Maya · November 2014

I completely feel your pain. I'm also getting frustrated with tech support as well. I suppose it's not their fault entirely, as they are likely just sending out the solutions which seem to match the problem, but as we know have nothing to do with solving it.

My own situation: this random crashing started happening after patch 1.5 on my older lappy. So I bought a new one, installed a fresh downloaded copy of eso onto a brand new lappy and I even used 3 different ISP's. I received all the same suggestions as you. The last support email even suggested that I run repair 3 (three) times!

If the problem persists across 2 pc's (one brand new) and across 3 ISP connections, I have to believe the issue is server based, but so far, there's been no word from ZOS as to their efforts to fix the bug on their server. But we are being advised to keep ourselves occupied doing digital busy work, which in the end just serves to alienate customers. Oh and by the way, I'm also a subscriber from the very start, without missing a month.

This random disconnecting is rendering the game unplayable. I truly hope ZOS makes a grand effort in restoring normal server operation soon.

Slurg · November 2014

I never had lag issues and almost never crashed until patch 1.5 came along. Now it's a daily event. Twice this morning I had to restart due to complete unresponsiveness. Would like more info on what changed with this patch to mess with my connection.

ZOS_GaryA · November 2014

Hey there folks,

We certainly understand that troubleshooting can be a bit frustrating. When troubleshooting an issue, it is common to start with fixes that resolve the issue a large majority of the time, which can come off as automated and frustrating. General crashing can have several causes, and the early phases of troubleshooting can help determine what the issue is.

We ask that you continue to work with customer support on the issues you're experiencing, and reply to the ticket stating the the provided troubleshooting didn't help. They will be happy to continue assisting you, either by requesting additional information or by providing additional steps. Thanks for your patience!

ESO_Maya · November 2014

ZOS_GaryA wrote: »

Hey there folks,

We certainly understand that troubleshooting can be a bit frustrating. When troubleshooting an issue, it is common to start with fixes that resolve the issue a large majority of the time, which can come off as automated and frustrating. General crashing can have several causes, and the early phases of troubleshooting can help determine what the issue is.

We ask that you continue to work with customer support on the issues you're experiencing, and reply to the ticket stating the the provided troubleshooting didn't help. They will be happy to continue assisting you, either by requesting additional information or by providing additional steps. Thanks for your patience!

@ZOS_GaryA Thanks for contributing to this topic. After my own testing, it seems rather clear the issue is patch 1.5 on the host servers. Luckily this random disconnecting bug doesn't affect a large number of your customers. If it did I'm quite sure technical support would spend less time dispensing automated advice and actually fixing whatever is causing your customers to be randomly disconnected. I continue to be hopeful that you will fix your server bugs soon. Thanks @ZOS_GaryA !!!

ESO_Maya · November 2014

ZOS_GaryA wrote: »

They will be happy to continue assisting you, either by requesting additional information or by providing additional steps. Thanks for your patience!

Hi @ZOS_GaryA, on 11/14/2014, in reference to ticket #141113-001924, I requested that a senior member of your technical support team reply to my situation, as I am interested in knowing more specific information that is contained in your system logs. As of this posting I haven't heard from them. Perhaps you could check on this for me. Thanks @ZOS_GaryA !!!

federicofc1988rwb17_ESO · November 2014

Sooo, the last fix the awesome team at CS had for me was a full system re install in account of having me send them a msinfo file which contained windows error reports cause you know this issue is still on my end, like all the patches before this never had problems.

Are you trying to make me not ever re subscribe? Maybe i'll wait till the inevitable free to play model comes around and then test it.

Cruadorn · November 2014

I too have had this problem. Hadn't had any problems in a while. Then 1.5 and I start crashing. I contact Support, got through some steps and then get told my graphics card doesn't meet the minimum requirements. I of course point out that my system does meet the minimum requirements. They disagree. I point out that I had no problems before 1.5. They reply that they constantly update and improve the game. I then point out if they are raising the requirements with every patch that they would constantly be losing players. Haven't gotten a reply since.

federicofc1988rwb17_ESO · November 2014

Seems they don't like admitting the don't know what the hell is happening so the best they can come up with is, "Nope it's not our fault, must be your crappy PC, go buy a new one" I weep for this game with such potential ruined by this

ZOS_GaryA · November 2014

Hey there @ESO_Maya‌,

It looks like your ticket was closed as a duplicate of 141109-002152, which contains your game consultant and received a response on the 11th. We'll send you a quick PM to help you out!

Arwen_7 · November 2014

My partner and I both have this issue since 1.5 update as well. We do not have the newest of pcs, but both were running perfectly fine at the graphic settings we had set them to prior to this update. Now we can barely play for 30min before either or both of us gets kicked out with "ESO unexpectedly quit" errors.

Since we both work in IT support we have done everything we could think of before reporting it as a help ticket last week. We have reinstalled ESO, repaired, removed addons, excluded from AV/Win Defender, reinstalled OS, reinstalled graphic card drivers. Our broadband connection is fine, we have monitored it and no lost packets or even slow ones. No ports have been modified.

For me, the problem is definitely related to this patch. If anything it is getting worse with subsequent patches.

I am waiting a response from the technical team since I sent my "game consultant report" to them.

ESO_Maya · November 2014

Arwen_7 wrote: »

My partner and I both have this issue since 1.5 update as well. We do not have the newest of pcs, but both were running perfectly fine at the graphic settings we had set them to prior to this update. Now we can barely play for 30min before either or both of us gets kicked out with "ESO unexpectedly quit" errors.

Since we both work in IT support we have done everything we could think of before reporting it as a help ticket last week. We have reinstalled ESO, repaired, removed addons, excluded from AV/Win Defender, reinstalled OS, reinstalled graphic card drivers. Our broadband connection is fine, we have monitored it and no lost packets or even slow ones. No ports have been modified.

For me, the problem is definitely related to this patch. If anything it is getting worse with subsequent patches.

I am waiting a response from the technical team since I sent my "game consultant report" to them.

If you read through the forums, you'll find a growing number of customers are being affected by a bug that was introduced in patch 1.5. All of us have done the troubleshooting (even buying a new pc and using multiple ISPs). It's fairly clear that the issue is server based. But if you are able to resolve your situation, please do share with the community what worked. I continue to remain hopeful that the server based bugs affecting us will be resolved soon ^_^

Karius_Imalthar · November 2014

I began having crashing problems starting on 11/17 (2 in only a short time of play) and never had crashes in many hours of play before that. Did the 11/17 hotfix introduce a new problem?

ZOS_GaryA · November 2014

Hey there folks,

As a quick addition to this thread, one of the most common cause of post-patch crashes is out of date add-ons. If you're experiencing issues with crashing, we recommend that you disable all of your add-ons to see if the issues persist.

ESO_Maya · November 2014

Hi again @ZOS_GaryA ^_^ Okay, my Y50 arrived earlier than expected. Here are the basics from your game consultant text file:

Time of this report: 11/18/2014, 13:38:11
Machine name: Q
Operating System: Windows 8.1 64-bit (6.3, Build 9600)
Language: English (Regional Setting: English)
System Manufacturer: LENOVO
System Model: Y50 (20378)
BIOS: 9ECN31WW(V1.14)
Processor: Intel(R) Core(TM) i5-4200H CPU @ 2.80GHz (4 CPUs), ~2.8GHz
Memory: 8192MB RAM
Available OS Memory: 8104MB RAM
Page File: 1874MB used, 8149MB available

And the all important graphics card info:

Card name: NVIDIA GeForce GTX 860M
Manufacturer: NVIDIA
Chip type: GeForce GTX 860M
Display Memory: 4020 MB
Dedicated Memory: 1972 MB
Shared Memory: 2048 MB

And today's testing included 8 random disconnects in less than 30 minutes. As you already know this is the third PC in 2 weeks I've tested the game client on (2 fresh downloads of the game client), as well as over 3 different ISP's.

And today, the random d/c right before this message, I saw the players and npcs in the environment freeze, but I could continue to ride around on my mount, inside the game for about 1.5 minutes after that. No NPC's or players were visible during my ghost ride as I explored a huge huge game bug.

I am really looking forward to what you have to say about my situation now. Enjoy your afternoon @ZOS_GaryA ^_^

EDIT: just in case I didn't mention it, I haven't used an addon since launch

Arwen_7 · November 2014

Out of curiosity Maya, are you running Win8.1 home or Pro/Enterprise? I am running Pro. Wanting to rule out the extra features the Pro has.

ESO_Maya · November 2014

I'm fairly sure it's the home edition

Edit: My older lappy ran windows 7 and the affect was identical. I doubt it's the OS

Beesting · November 2014

@ZOS_GaryA‌ since patch 1.5 i crash every time i change characters, which never happened before. Makes checking the hireling emails, a ritual that i perform daily, very frustrating...
I also have crashed randomly, when traveling to another zone, when exiting bank, when running, when horseriding, when doing a dolmen just then, when browsing a guildstore window. At least 20 crashes an evening, when before 1.5 there were only 2 an evening. I only use my pc for eso, nothing else changes on the pc.

I know you blame the addons, but zenimax can also test the most popular addons and even release a addon to make sure they keep working, instead of leaving it to others.

Something needs to happen about this, i was going to buy a new pc, but you also need to put some effort in..
I have not given up my hope in you!

Leovolao · November 2014

So, I've disabled most my addons and instead of crashing every 40 min to 1 hour, now I'm getting booted to logging screen every 20 minutes. When I do make it back, I have to sit around in a loading screen for *** 5 minutes!

ESO_Maya · November 2014

The server has become completely unstable now. In excess of 10 crashes in 10 minutes. And when I'm not being kicked to the login screen, I get significant server lag. Hopefully @ZOS_JessicaFolsom or another mindful ZOS employee will provide some word as to when we might expect the server bugs to be fixed.

Arwen_7 · November 2014

ESO_Maya wrote: »

I'm fairly sure it's the home edition

Edit: My older lappy ran windows 7 and the affect was identical. I doubt it's the OS

Thanks Maya, didnt think it would be the OS, but good to know it happens on other OS's as well.

We played for around 3hrs last night, about 15-10 kick outs in that time between the two of us. At one point I was getting kicked out every few minutes. And I still haven't heard anything back from putting in my help ticket.
The wait continues.

ESO_Maya · November 2014

Arwen_7 wrote: »

Thanks Maya, didnt think it would be the OS, but good to know it happens on other OS's as well.

We played for around 3hrs last night, about 15-10 kick outs in that time between the two of us. At one point I was getting kicked out every few minutes. And I still haven't heard anything back from putting in my help ticket.
The wait continues.

I wish I could offer you some additional wisdom on things to try. I know just how frustrating the disconnecting can be. I've given up on any type of character progression on my main which sits around town, just simply waiting for the game to disconnect me. I remain hopeful that ZOS will give this situation some real attention. In my last ticket I requested to have a chat with a senior member of the tech support team. That request was 5 days ago.
The wait continues.

Karius_Imalthar · November 2014

I experienced another game crash last night. I was in Vulkhel Guard and had just clicked on the wayshrine. I disabled ggFrames which was the last add-on that I installed before I started experiencing crashes. I didn't have any more problems for the rest of the night so I thought that must be it but then it crashed again this morning as I clicked Quit. I think PinKiller was the next latest add-on that I installed so I can try removing that. I have been pretty careful to use only add-ons that are updated for Update 5 and I usually check for add-on updates daily using Minion.

Arwen_7 · November 2014

@Karius_Imalthar‌ - In my case, add ons make no difference what so ever. I've played with them, and without them and get just as many crashes.
Disabling addons seems to be getting used as a delay tactic by support in my opinion.

BCBasher · November 2014

I use no addons and although its older my computer is running clean. Sunday was good but Monday and last night was just lag and getting kicked to login. Last night I turned the game off and went to bed early because of it. Zone chat full of lag complaints and my factions population got lower and lower during primetime and by 9pm PST there was no point riding to the front just to get bootted so I could relog and do it again. I'm not paying for a *** horse simulator that rewards me by getting to type my password again and wait over and over.

ESO_Maya · November 2014

I was hoping to see someone from ZOS offer a few words that they are at least checking into the issue. I realize only a minor % of the customers are being affected, but what if this kind of issue becomes widespread? The last thing I got from @ZOS_GaryA was that my system specs were insufficient for the game. If you've read my post, my new pc exceeds the required system specs and this random disconnect bug persists. So, I await your response @ZOS_GaryA ^_^

lecarcajou_ESO · November 2014

I know they probably have to go down a checklist of the most common (and most commonly effective) solutions before digging into more specific stuff—tha' cool, man. But if as a Mac user (having sent in a report that clearly documents what machine I am playing on) I get told to disable UAC, with detailed instructions how to go about this, beginning with the START button... errrrr, guys, that does not help build confidence in Zeni's tech support, no.

Beesting · November 2014

BCBasher wrote: »

I use no addons and although its older my computer is running clean. Sunday was good but Monday and last night was just lag and getting kicked to login. Last night I turned the game off and went to bed early because of it. Zone chat full of lag complaints and my factions population got lower and lower during primetime and by 9pm PST there was no point riding to the front just to get bootted so I could relog and do it again. I'm not paying for a *** horse simulator that rewards me by getting to type my password again and wait over and over.

Horse simulator FTW

I am unsettled myself about doing pledges because i would hate to crash and cause the rest of the group to wipe, i hate to waste people's time..

ESO_Maya · November 2014

Horse simulator! So, for two days, no word or post from ZOS on this technical problem with their server. Alrighty then.......

lecarcajou_ESO · November 2014

Check this out. Might just do the trick.