Anyone else not able to enter 'Andrano Ancestral Tomb' in Vvardenfell (and getting fed up of this)?

TwinStripeUK · February 2018

Playing on Xbox EU, I tried to start the Morrowind questline with one of my Alts (already completed it with two of them). When I try to progress the main questline by entering 'Andrano Ancestral Tomb' I get booted back to the Main Splash screen with 'Unable to connect to game server'.

Tried this with my main character as well (who has already completed the entire questline) and sure enough it crashes straight back to the Start.

This essentially breaks the entire questline (and if I were a new player, the entire game as they're now railroaded into starting in Vvardenfall).

Now before somebody tries to pass the buck (as per usual), no, this isn't due to an 'Xbox Live Service Interruption' - it's working fine for all my other games and the game actually allows me to get to Vvardenfell in the first place (which it wouldn't let me do if it didn't recognise I owned the content). I can also enter other locations in Vvardenfell with my main character, so there's nothing wrong there.

Nor is it 'my console' - after several 'cache clears', I eventually found it does the same whether I use my Xbox One S or my Xbox One X (which use different storage, so I essentially have two copies).

It seems to have done this since the last patch (and incidentally, the game seems to randomly decide whether or not it wants to use HDR each time I've started it since the last patch as well)

Morrowind has always been flaky on Xbox, ever since launch (if I had a dollar for every time I ran up invisible stairs in the Palace of Vivec, got 're-instanced' without warning, had the sound drop out or just had the whole thing lock up and crash, I could have paid for somebody to fix the damned thing), but now rendering the DLC 80% unplayable is ridiculous.

And if the answer is 'uninstall and reinstall again', then I'd rather just uninstall and get my money back, because I'm not buggering around by downloading and installing 81GB all over again, thanks...

Ayur · February 2018

Some good news:
There was a server reset earlier this week and that seemed to have solved my problem as I am able to enter Kudanat Mine and am standing inside the mine as we speak.

ZOS_Bill · February 2018

If your are getting booted with the error "Unable to Connect to Server. Please Check Your Internet Connection" when entering the 'Andrano Ancestral Tomb' you should try the troubleshooting in the help article below.

What do I do if I am disconnected on Xbox One with the error message "Unable to Connect to Server. Please Check Your Internet Connection"?

Deleting the local save data may also help in resolving this issue.

To delete save data on the Xbox One:

Go to Games.
Highlight The Elder Scrolls Online: Tamriel Unlimited tile and press the [Menu] button of the controller.
Select Manage Game.
Highlight and select Save Data for the desired user.
Select Delete.
You'll be prompted to confirm deletion of this game save data:
- Choose "Delete Everywhere" This will remove your saved data from this console, the cloud, and all other consoles you play on

If none of these help, you can contact customer support for additional assistance.

TwinStripeUK · February 2018

ZOS_BillE wrote: »

If your are getting booted with the error "Unable to Connect to Server. Please Check Your Internet Connection" when entering the 'Andrano Ancestral Tomb' you should try the troubleshooting in the help article below.

What do I do if I am disconnected on Xbox One with the error message "Unable to Connect to Server. Please Check Your Internet Connection"?

Deleting the local save data may also help in resolving this issue.

To delete save data on the Xbox One:
Go to Games.

Highlight The Elder Scrolls Online: Tamriel Unlimited tile and press the [Menu] button of the controller.

Select Manage Game.

Highlight and select Save Data for the desired user.

Select Delete.

You'll be prompted to confirm deletion of this game save data:
Choose "Delete Everywhere" This will remove your saved data from this console, the cloud, and all other consoles you play on

If none of these help, you can contact customer support for additional assistance.

But won't that delete all of my characters if I delete ALL of my data??

TwinStripeUK · February 2018

Well, the good news is that it didn't delete my characters...

The bad news is that it didn't fix anything at all, and now I have to go back and change all of my options again...

If the purpose of the response was to make me even more annoyed, job well done...

chyraxb16_ESO · February 2018

I have the same issue. Not an issue with internet connection nor save data.

Please advise or is this game now a single character game.

TwinStripeUK · February 2018

You can now add Kudanat Mine to the list of 'no-go' areas on Vvardenfell.

Balmora and the Morag Tong quests now can't be completed.

Ayur · February 2018

I'm also unable to enter Kudanat mine. I tried restarting the quest (of faith and family) but that didn't work. I tried the solution @ZOS_BillE provided but that didn't work either.

Any advice on how to proceed or do I have to wait until a server reset?

Sleep724 · February 2018

Zos really needs some dedicated personnel just for the Xbox one. So so many issues even some that haven’t been fixed since near launch. Where’s the pride in ones work instead of money grabbing for new buggy dlcs and crown store items?? Even now the game is telling me I don’t have eso plus when just a few hours ago I did. Don’t get me wrong I love the game but c’mon Zos.

ZOS_Bill · February 2018

If none of the troubleshooting listed above has helped with getting disconnected, we recommend starting a ticket with customer support. If you have issues doing so, please let us know.

NewBlacksmurf · February 2018

TwinStripeUK wrote: »

Well, the good news is that it didn't delete my characters...

The bad news is that it didn't fix anything at all, and now I have to go back and change all of my options again...

If the purpose of the response was to make me even more annoyed, job well done...

They only can give specific feedback already scripted to which is derived from frequent (we think this is your problem, do this first and then we’ll read your actual issue later in a ticket)

I get it....the forums aren’t customer support however, the format is much more user friendly so it would make one wonder, why isn’t this the format as it would be more manageable vs thousands sending the same issues over and over.

At some point you have to realize as a company you’re creating more work and are less and less effective at your format @ZOS_BillE

TwinStripeUK · April 2018

NewBlacksmurf wrote: »

TwinStripeUK wrote: »

Well, the good news is that it didn't delete my characters...

The bad news is that it didn't fix anything at all, and now I have to go back and change all of my options again...

If the purpose of the response was to make me even more annoyed, job well done...

They only can give specific feedback already scripted to which is derived from frequent (we think this is your problem, do this first and then we’ll read your actual issue later in a ticket)

I get it....the forums aren’t customer support however, the format is much more user friendly so it would make one wonder, why isn’t this the format as it would be more manageable vs thousands sending the same issues over and over.

At some point you have to realize as a company you’re creating more work and are less and less effective at your format @ZOS_BillE

Oh, I understand precisely what the problem is (not this specific issue, which was actually resolved by server maintenance). It's that nobody knows how to do Customer Support anymore. I spent 12 years as a 3rd Line Support Engineer and finally jacked it in when it became apparent that our 1st Line had become too fundamentally incompetent to even ask 'The Six Questions' anymore.

Instead, they simply followed the model ZOS use; "Is it 'a', 'b', 'c' or 'd' (where 'd' is 'none of the above')?'

It was always 'd', because the first three were VERY simple fixes which could have been stuck on a knowledgebase rather than having them waste time on a script. Option 'd' in our case was to kick it straight up past 2nd line and to us, with no information on the issue, the customer or even how to get that info for ourselves.

We basically couldn't solve anyone's problems because we had no idea what the problems even were.

In ZOS's case, Option 'd' is 'Uninstall everything and start again' which is NOT a solution, it's a last resort (as a guideline, if you wouldn't do it on your servers, then don't ask the customer to do it on their PC/Console). Because they don't ask any questions, they don't know what the problem is.

And because they don't know what the problem is, they never fix anything unless they stumble across it themselves by chance or until enough voices shout loud enough that they can actually piece it together themselves from a barrage of complaints (by which time they've lost any goodwill their customers might have had for them).

And they could be making life SO much easier for themselves...

Anyone else not able to enter 'Andrano Ancestral Tomb' in Vvardenfell (and getting fed up of this)?

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