can't login to the game and no answer from customer support!!!!

Unarmed · May 2014

Well I got a CS reply from a new person telling me to check my anti-virus, isp, addons. I was expecting it to say "we fixed your issue" I explained to her that the issue was resolved and that it wasn't a user end error but a server issue and explained why. But yea, no notification so I suggest you just keep randomly trying. I am hoping that this isn't a 1 time login fluke so I'm just gonna leave my game running at character selection, last time I left it there it didn't log me out cause I need sleep. Hopefully when I wake up my game will still be working.

ESO support has a horrible issue of the left hand having no idea what the right hand is doing, they should have notified all their tier 1 support of this issue and tell them to stop telling people pointless "fixes" ITS NOT A USER ERROR. said that in all my replies to them and they kept giving suggestions on how to fix it lol.

The girl in my last reply said "I can put in request for game time for you. I would be more than happy to do that for you." I suggest you all request that when this horridness is resolved for the rest of you.

netsike · May 2014

What I don't understand...allright, it's holidays there, but it's a game for f*ck's sake, it needs 24/7 customer and developer support! Someone wrote he is also working with servers and databases and he would have been already fired if he couldn't fix the problem in 24 hours. I also don't understand, why did they release the expansion if they knew it's buggy! Several testers wrote on the site: oh well, I reported this bug on the testlive servers. I would never ever say for my work, which is full with bugs and errors, that it's done. And now we are speaking about thousands of people, who have subscription. If I'm not gonna get my lost days back, than that's it... even if I have a guild...probably they gonna understand the reason of my rage quit.

xherics · May 2014

So I am starting thought, that their servers are *** with low performance, worthless irons and they needed to lock out xx players, because the servers are overloaded. .. What else could be "the problem"?

Unarmed · May 2014

xherics wrote: »

So I am starting thought, that their servers are *** with low performance, worthless irons and they needed to lock out xx players, because the servers are overloaded. .. What else could be "the problem"?

No... It was a legit error server end preventing us from logging in, not them just randomly preventing people.

Nutshotz · May 2014

tbh i think there customer support is as dumb as 5 box of rocks. as other ppl have stated. they have 2 pc's, 2 different internet connections and 2 different account. whether it be a friend, bf/gf, wife/husband and so on. one account works on both pc's and the other account doesnt work on neither of the pc's.

yet im having the exact same issue. done there moron tests, nope didnt work, re installed game 4 different times. worked the 1st time cuz i got the unknow error and now i have error 301 and past 24 hrs. i can imagine and understand how ppl are frustrated that there not able to play just like myself, but is it really that hard to tell us whats really going on? or are they to afraid there gonna lose more subs??

Snowstrider · May 2014

Still doesnt work for me.. A problem like this cant be ignored,Lets hope they put their best team on this... But if they did it would already be fixed.

thelonghop · May 2014

Not that it probably makes a difference but leaving this here- This is my ticket that I opened two days ago on this. I received a quick response to uninstall/reinstall. Nothing since then. Fix your ***!

140523-012457

Nevermuse · May 2014

Yeaaaahhh day 3 of Login Timeout - Error 301 (peppered with Error 304) here. 140524-016420 is my issues from just yesterday (figured I would give a little time for them to look into this.) No service for nearly 3 days is pretty lame.

It's completely obvious this has nothing whatsoever to do with settings on anyone's computer/router/internet rock. It's literally locking characters/accounts in place (likely after a nasty game client crash) and won't log them off properly so it times out the login event.

Kinjetix · May 2014

I am a rabid ESO fan. Never really had any bugs to speak of till this one hit. Now I can't play this weekend due to this stupid crap.

I'm starting to get more than a little fed up by this.

Fruity_Ninja · May 2014

I am able to log in now. Had customer service run through a few things with me, glad it's up for me now.

Sub is still cancelled though, 18 more days and we see what else transpires in that time.

I hope everyone else is getting some results and able to play now?

CredibilityProblem · May 2014

Fruity_Ninja wrote: »

I am able to log in now. Had customer service run through a few things with me, glad it's up for me now.

Sub is still cancelled though, 18 more days and we see what else transpires in that time.

I hope everyone else is getting some results and able to play now?

Can you give us details of what they went through with you? I can't imagine there's anything client side that worked, but what did they say and do?

MarkusOdin · May 2014

Fruity_Ninja wrote: »

I am able to log in now. Had customer service run through a few things with me, glad it's up for me now.

Sub is still cancelled though, 18 more days and we see what else transpires in that time.

I hope everyone else is getting some results and able to play now?

MAybe you can tell us, what the solution was?

xherics · May 2014

I can no understand, why people is writing here, that they did some things with CS and it is now working, instead of writing, especially what they did to be able to play...

Crazy.... Please tell us, what you did with CS...

Nutshotz · May 2014

from what im reading it seems that ppl that havent been able to log in for 3 days are able to log back into game. kinda like a temp ban on there account. correct me if im wrong??

CredibilityProblem · May 2014

PeaNutShotz wrote: »

from what im reading it seems that ppl that havent been able to log in for 3 days are able to log back into game. kinda like a temp ban on there account. correct me if im wrong??

I'm currently at about 44 hours since crash and lockout. Is it possible this is a form of automatic temp ban to try and stop bots? Account is locked with a non ban type error message for a set time if you don't disconnect correctly? Maybe I'm getting paranoid!

ewglennyub17_ESO2 · May 2014

PeaNutShotz wrote: »

from what im reading it seems that ppl that havent been able to log in for 3 days are able to log back into game. kinda like a temp ban on there account. correct me if im wrong??

The emails we are getting from customer service have no mention of a ban so I don't believe that is the case.

My son's account - Can login into website, EU and NA servers no issues.
My account - Can login into website and EU server, but not the NA server.

This was tested from both our machines using the same client, ruling out things like firewall, ISP, router etc.

From the Account Management site both accounts show as active with a current subscription. It is more like the accounts having issues have an already logged in switch stuck on them from the server side.

apantoliani · May 2014

CredibilityProblem wrote: »

PeaNutShotz wrote: »

from what im reading it seems that ppl that havent been able to log in for 3 days are able to log back into game. kinda like a temp ban on there account. correct me if im wrong??

I'm currently at about 44 hours since crash and lockout. Is it possible this is a form of automatic temp ban to try and stop bots? Account is locked with a non ban type error message for a set time if you don't disconnect correctly? Maybe I'm getting paranoid!

It's not paranoia if they're also banning people on accident at the same time and are also not contacting you after the initial email, if at all. Several people are reporting calling and getting nothing as well. If it was only a few hours, paranoid. 44? I'm right up there with you buddy.

MrLuchenkov · May 2014

After roughly sixty hours of downtime (301, oh how I love you), here's how it went for me:
1)Tried every solution under the sun, including all those put forth by ESO reps. This includes but is not limited to: patching, repatching, repairing, reinstalling the game, resetting my router, rebooting it, rebooting in safe mode, using a direct line (removing the router of the equation), flushing DNS, calling my ISP so they'd do a hard reboot for my connection, running both the eso.exe and the launcher as administrator, allowing ports through the router and from the ISP, pledging my soul to Molag Bal, etc.

Nothing worked. I exchanged three mails with the customer support during that time. Can't really blame them for trying their best to offer solutions that could have worked, I guess.

Then I went to buy groceries, opened this thread, saw some people were now good to go.

Relaunched the game again. I'm now good to go as well.

So yeah, definitely on their end. I don't know if I'll ask for a refund of three days gametime because, between the no-login and the memory leak issue, I definitely lost that time but oh well.

Good luck to others.

Lindrial · May 2014

I'm having the same issue since the patch. Was able to log in, had to force quit from freeze up, and have been getting the 301 error messages since. I've tried every fix (repairs, re-install, folder name changes, compatibility settings etc) with no luck. Supposed they are working on it. If it's not repaired withing the next few days I will be calling to cancel my account as well, which is sad since I really enjoy the game. I did put in a ticket, and when their support called back they seemed very disorganized and didn't really have a clue what to do. We tried ONE thing to fix it. Most games will have a list of protocols they attempt. I got that email the next day, the 'standard idiot list' like turn off your virus settings, open your ports, etc. Now, it's been' bumped up' again..... I've been waiting for a fix since Friday afternoon.

Unarmed · May 2014

All you can do is wait for them to manually unlock your account, I dont think its ban, talked to CS on the phone and he would have seen that on the account, it's an error caused by a crash or an abrupt logout that glitched your account with the server, so keep telling your CS that its not a user error so they can escalate to someone who can actually do something about it

MarkusOdin · May 2014

im definetely not banned according to support

spiritwindb14_ESO · May 2014

MarkusOdin wrote: »

Fruity_Ninja wrote: »

I am able to log in now. Had customer service run through a few things with me, glad it's up for me now.

Sub is still cancelled though, 18 more days and we see what else transpires in that time.

I hope everyone else is getting some results and able to play now?

MAybe you can tell us, what the solution was?

As far as I know, the customer support group I was talking with didn't do a thing to fix it, it just started working, then 2 hours later they replied telling me to clear my browser cookies... Really?

So yeah, either the automated system to fix this problem is just having some major issues right now, or some people in the background not associated with customer support are getting it fixed one person at a time - yet not reporting it to anyone else. I'm going with the latter, as people suddently started to trickle back in that had this problem, when there was over 24 hours without a single person being able to get in.

Fruity_Ninja · May 2014

CredibilityProblem wrote: »

Fruity_Ninja wrote: »

I am able to log in now. Had customer service run through a few things with me, glad it's up for me now.

Sub is still cancelled though, 18 more days and we see what else transpires in that time.

I hope everyone else is getting some results and able to play now?

Can you give us details of what they went through with you? I can't imagine there's anything client side that worked, but what did they say and do?

esponse By Email (Lonny) (05/25/2014 06:46 AM)

Hail and well met, xxxx!

As a gamer myself, allow me to extend my apologies. I have been in similar situations and I can relate to how frustrating this can be. We've been working around the clock, the most recent hotfix should have resolved the issue of the memory leak as well as the vet mob difficulty. I have been reading the forums and I have spoken to other players in your situation, and after discussing this with a few of my colleagues, I believe that the following steps should resolve the problem you're having logging in.

Please use these steps to help solve the issue:
Navigate to your "My Documents" or "Documents" folder in the start menu.
Delete the folder named "Elder Scrolls Online". This is a settings folder. It will repopulate when the game launches again.
Navigate to the install directory, typically C:\Program Files (x86)\Zenimax Online\Launcher, and delete the "Program Data" folder.
Close out of all screens and return back to your desktop.
(These next steps are known as "Clean-booting" your computer and will disable all programs and services that start with your computer that are not the basic Microsoft services. During these steps, please pay special attention to the note that will inform you how to reverse these changes if you so choose. You do not need to reverse these changes and no program on your computer is deleted. They simply do not start, when your computer starts; you will need to manually start them.)
Follow these instructions from Microsoft on "Clean Boot":
http://support.microsoft.com/kb/929135
Additionally, before closing the MSConfig tool, you may need to click on the "Startup" tab and disable startup programs.
Please be aware that many anti-virus software packages will not be disabled by the clean boot and may still be active and blocking the game.
We advise you to turn off anti-virus software manually after the clean boot in order to make sure that it is not the source of the issue with running the game. You should remember to turn your anti-virus software back on as soon as you have finished troubleshooting.
After clicking Apply and Ok, you will need to restart your computer. When the computer boots, open the ESO Launcher and use the game repair feature. After repairing the game, you should now be able to log in without further issues. If I can address any concerns or questions you may have, please don't hesitate to let me know by responding to this email.

May your last thoughts be of home,
Lonny
The Elder Scrolls Online Team

Fruity_Ninja · May 2014

^

Hope that helps

CredibilityProblem · May 2014

Fruity_Ninja wrote: »

Please use these steps to help solve the issue:
Navigate to your "My Documents" or "Documents" folder in the start menu.
Delete the folder named "Elder Scrolls Online". This is a settings folder. It will repopulate when the game launches again.
Navigate to the install directory, typically C:\Program Files (x86)\Zenimax Online\Launcher, and delete the "Program Data" folder.
Close out of all screens and return back to your desktop.

(Extra deleted)

Argh, it's like the person responding hasn't a clue about this problem! Devs are coming on here and saying they're looking into it, and others get emails that demonstrate they think it's client side!

CredibilityProblem · May 2014

Fruity_Ninja wrote: »

^

Hope that helps

Thanks for posting, but none of it is relevant to our problem! Even less so for the Mac client, which won't log in affected accounts any better then the windows client. Because it's a server side account issue, not a client issue.

Winterstrife · May 2014

I had hoped what Fruity_Ninja posted would work for me. But nope.
So now I'm very certain this a server side issue. Wished they'd just stop messing around & admit its their fault already...

Snowstrider · May 2014

I think they will put out a lorebook which explains why this is happening.

Il_Palazzo · May 2014

I am just curious if they are really investigating or just copy-pasting the stardard procedures for broken clients.
Refreshing this thread just increases my frustration and hopelessness.

Banumu · May 2014

Well wonder if we will get a reply today, The kinda of reply that is not looking into it, but a real responce. The same ol we'll keep you updated and not say a word back is kinda rude.