How do you actually get support in this game?

firstdecan · October 2015

I've been unable to get into Cyrodiil for a few days. I've submitted a ticket for help in game and only received a canned response. I've also posted in the PC technical support sub forum, and there's been no response. Is there some other mechanism I need to use to get someone's attention?

For reference, this is the PC support forum topic I started.

http://forums.elderscrollsonline.com/en/discussion/224483/cant-enter-cyrodiil#latest

Defilted · October 2015

Best advice is open a support ticket.

Everyday email for an update. Works with almost 99.9% accuracy.

Jennifur_Vultee · October 2015

Did you remember to sacrifice a guar to Molag Bal?

NewBlacksmurf · October 2015

So first...the original response is from 2014 and so that method to resolve your issue is outdated.

-Maybe a dumb question but has the game prompted you to enter Cyrodil after the queue is allowing you in or are you describing that using enter campaign isn't working?

If you've been prompted and it's not a queue situation I'd follow the comment above or try a guest campaign

firstdecan · October 2015

NewBlacksmurf wrote: »

So first...the original response is from 2014 and so that method to resolve your issue is outdated.

-Maybe a dumb question but has the game prompted you to enter Cyrodil after the queue is allowing you in or are you describing that using enter campaign isn't working?

If you've been prompted and it's not a queue situation I'd follow the comment above or try a guest campaign

I realize the original response is from 2014, but those are exactly my symptoms. It was worth a shot to see if the fix would work. It didn't, hence my requests for support.

I'm not able to enter my home campaign. When I try to enter, I get the already queued message. When I joined a group, I would get the 'Entering Cyrodiil' message on my campaigns screen, but I would never enter. If I tried to port to player or use a wayshrine to get into Cyrodiil, I just get a jump failed message. I played for over an hour last night doing bland PvE stuff, and that 'Entering Cyrodiil' message never went away. I was able to get into a guest campaign, but I'm not interested in the guest campaign.

I'm homed on Azura, which seems to be the only campaign with real PvP (PC NA). I'm running the repair right now, I'll see if that has an effect when I get home later today. In the absence of anything else, I haven't tried reassigning my home campaign, but that will probably lead to an even longer duration of not playing what I want.

As far as following the advice above, I don't want to sacrifice a gwar, they've already lost Odorous.

NewBlacksmurf · October 2015

firstdecan wrote: »

NewBlacksmurf wrote: »

So first...the original response is from 2014 and so that method to resolve your issue is outdated.

-Maybe a dumb question but has the game prompted you to enter Cyrodil after the queue is allowing you in or are you describing that using enter campaign isn't working?

If you've been prompted and it's not a queue situation I'd follow the comment above or try a guest campaign

I realize the original response is from 2014, but those are exactly my symptoms. It was worth a shot to see if the fix would work. It didn't, hence my requests for support.

I'm not able to enter my home campaign. When I try to enter, I get the already queued message. When I joined a group, I would get the 'Entering Cyrodiil' message on my campaigns screen, but I would never enter. If I tried to port to player or use a wayshrine to get into Cyrodiil, I just get a jump failed message. I played for over an hour last night doing bland PvE stuff, and that 'Entering Cyrodiil' message never went away. I was able to get into a guest campaign, but I'm not interested in the guest campaign.

I'm homed on Azura, which seems to be the only campaign with real PvP (PC NA). I'm running the repair right now, I'll see if that has an effect when I get home later today. In the absence of anything else, I haven't tried reassigning my home campaign, but that will probably lead to an even longer duration of not playing what I want.

As far as following the advice above, I don't want to sacrifice a gwar, they've already lost Odorous.

Maybe I'm not understanding...I don't see an issue or bug.

You have to wait until the queue ends and then you will be prompted to enter Cyrodil.
Unfortunately if your campaign displays locks on your faction your wait in the queue could be long but the enter Cyrodil only is available after you've been allowed to enter (when the queue expires)

firstdecan · October 2015

NewBlacksmurf wrote: »

firstdecan wrote: »

NewBlacksmurf wrote: »

So first...the original response is from 2014 and so that method to resolve your issue is outdated.

-Maybe a dumb question but has the game prompted you to enter Cyrodil after the queue is allowing you in or are you describing that using enter campaign isn't working?

If you've been prompted and it's not a queue situation I'd follow the comment above or try a guest campaign

I realize the original response is from 2014, but those are exactly my symptoms. It was worth a shot to see if the fix would work. It didn't, hence my requests for support.

I'm not able to enter my home campaign. When I try to enter, I get the already queued message. When I joined a group, I would get the 'Entering Cyrodiil' message on my campaigns screen, but I would never enter. If I tried to port to player or use a wayshrine to get into Cyrodiil, I just get a jump failed message. I played for over an hour last night doing bland PvE stuff, and that 'Entering Cyrodiil' message never went away. I was able to get into a guest campaign, but I'm not interested in the guest campaign.

I'm homed on Azura, which seems to be the only campaign with real PvP (PC NA). I'm running the repair right now, I'll see if that has an effect when I get home later today. In the absence of anything else, I haven't tried reassigning my home campaign, but that will probably lead to an even longer duration of not playing what I want.

As far as following the advice above, I don't want to sacrifice a gwar, they've already lost Odorous.

Maybe I'm not understanding...I don't see an issue or bug.

You have to wait until the queue ends and then you will be prompted to enter Cyrodil.
Unfortunately if your campaign displays locks on your faction your wait in the queue could be long but the enter Cyrodil only is available after you've been allowed to enter (when the queue expires)

When you're waiting in queue, the message tells you what number you are in the queue. Then you get the prompt to Enter Cyrodiil with the 60 second countdown. After you accept, the prompt says 'Entering Cyrodiil' until you actually make the jump (which is normally a matter of seconds).

If I group, that's where it is stuck, on the 'Entering Cyrodiil' message.

If I don't group, I just get the 'you're already queued' message.

Apologies if some things are unclear, I'm trying to avoid the wall of text posts.

NewBlacksmurf · October 2015

firstdecan wrote: »

NewBlacksmurf wrote: »

firstdecan wrote: »

NewBlacksmurf wrote: »

So first...the original response is from 2014 and so that method to resolve your issue is outdated.

-Maybe a dumb question but has the game prompted you to enter Cyrodil after the queue is allowing you in or are you describing that using enter campaign isn't working?

If you've been prompted and it's not a queue situation I'd follow the comment above or try a guest campaign

I realize the original response is from 2014, but those are exactly my symptoms. It was worth a shot to see if the fix would work. It didn't, hence my requests for support.

I'm not able to enter my home campaign. When I try to enter, I get the already queued message. When I joined a group, I would get the 'Entering Cyrodiil' message on my campaigns screen, but I would never enter. If I tried to port to player or use a wayshrine to get into Cyrodiil, I just get a jump failed message. I played for over an hour last night doing bland PvE stuff, and that 'Entering Cyrodiil' message never went away. I was able to get into a guest campaign, but I'm not interested in the guest campaign.

I'm homed on Azura, which seems to be the only campaign with real PvP (PC NA). I'm running the repair right now, I'll see if that has an effect when I get home later today. In the absence of anything else, I haven't tried reassigning my home campaign, but that will probably lead to an even longer duration of not playing what I want.

As far as following the advice above, I don't want to sacrifice a gwar, they've already lost Odorous.

Maybe I'm not understanding...I don't see an issue or bug.

You have to wait until the queue ends and then you will be prompted to enter Cyrodil.
Unfortunately if your campaign displays locks on your faction your wait in the queue could be long but the enter Cyrodil only is available after you've been allowed to enter (when the queue expires)

When you're waiting in queue, the message tells you what number you are in the queue. Then you get the prompt to Enter Cyrodiil with the 60 second countdown. After you accept, the prompt says 'Entering Cyrodiil' until you actually make the jump (which is normally a matter of seconds).

If I group, that's where it is stuck, on the 'Entering Cyrodiil' message.

If I don't group, I just get the 'you're already queued' message.

Apologies if some things are unclear, I'm trying to avoid the wall of text posts.

Cool. Can you enter dungeons and travel via way shrines ?
If so I'd continue emailing support asking for an in-game GM to move you.

If unstuck doesn't work and it's not any add-on conflicts I have to assume your character is "stuck"

Happened to me in WoW and they had to physically drag me and I flew through the world and under the world cause my actual character wasn't where it showed on screen

Good luck!

firstdecan · October 2015

The repair did not work. I reassigned my home campaign and I was able to queue for a campaign I did not want. I'll have to wait to reassign it back to the campaign I do want and see if I can enter.

Still no word from ZoS support, the message they sent said they will automatically close my ticket if they do not hear back from me. I've replied twice, we'll see if they keep the ticket open.

newtinmpls · October 2015

firstdecan wrote: »

Still no word from ZoS support, the message they sent said they will automatically close my ticket if they do not hear back from me. I've replied twice, we'll see if they keep the ticket open.

Good Reply every day to the ticket, do not open a second ticket, and keep commenting and asking on the forums. About the fourth go-round in e-mail you should get someone who actually read your complaint.

NewBlacksmurf · October 2015

newtinmpls wrote: »

firstdecan wrote: »

Still no word from ZoS support, the message they sent said they will automatically close my ticket if they do not hear back from me. I've replied twice, we'll see if they keep the ticket open.

Good Reply every day to the ticket, do not open a second ticket, and keep commenting and asking on the forums. About the fourth go-round in e-mail you should get someone who actually read your complaint.

Yep. I just looked at a few issues I've had over the years with ZOS (2013) and around 7-10 emails things got resolved eventually

firstdecan · October 2015

NewBlacksmurf wrote: »

newtinmpls wrote: »

firstdecan wrote: »

Still no word from ZoS support, the message they sent said they will automatically close my ticket if they do not hear back from me. I've replied twice, we'll see if they keep the ticket open.

Good Reply every day to the ticket, do not open a second ticket, and keep commenting and asking on the forums. About the fourth go-round in e-mail you should get someone who actually read your complaint.

Yep. I just looked at a few issues I've had over the years with ZOS (2013) and around 7-10 emails things got resolved eventually

Really? I usually have contractors assigned to different accounts for that level of service.

firstdecan · October 2015

I reassigned my home campaign back to Azura's (at a cost of 150,000AP), and when I try to enter the campaign I'm back to being told that I'm already queued for it.

Still no response from support.

SeptimusDova · October 2015

Buy Gina a Couple of Matching Ferrari's. That will go a long way.

Belidos · October 2015

firstdecan wrote: »

I've been unable to get into Cyrodiil for a few days. I've submitted a ticket for help in game and only received a canned response. I've also posted in the PC technical support sub forum, and there's been no response. Is there some other mechanism I need to use to get someone's attention?

For reference, this is the PC support forum topic I started.

http://forums.elderscrollsonline.com/en/discussion/224483/cant-enter-cyrodiil#latest

That canned response is the first step in the process, you need to reply to that email for it to be passed on to a customer service rep.

firstdecan · October 2015

Belidos wrote: »

firstdecan wrote: »

I've been unable to get into Cyrodiil for a few days. I've submitted a ticket for help in game and only received a canned response. I've also posted in the PC technical support sub forum, and there's been no response. Is there some other mechanism I need to use to get someone's attention?

For reference, this is the PC support forum topic I started.

http://forums.elderscrollsonline.com/en/discussion/224483/cant-enter-cyrodiil#latest

That canned response is the first step in the process, you need to reply to that email for it to be passed on to a customer service rep.

4 replies so far, no response. Not even an acknowledgement that my reply was received. Freeware request \ issue tracking systems send an automated confirmation that the customer has sent a message, this is just ridiculous.