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Posts with tag tech-support

Disconnects and latency issues and Patch 5.3

No one likes high latency, least of all someone playing an MMO that can demand reaction time the way World of Warcraft can, especially in raids. But even out in the world, latency can be a killer. So when people started reporting issues with connections to World of Warcraft soon after patch 5.3 launched, it got a lot of players noticing. In a six page forum thread there's been a lot of lively discussion of what's going on - whether it's on Blizzard's end, or somewhere between the computers of the affected players and the Blizzard servers. If you remember the Lagpocalypse post, you know how complicated these issues can get.

MVP forum poster Lissanna posted an interesting walkthrough of her own attempts to find the culprit today, and explained why despite some forum poster dissatisfaction that it is indeed helpful to run a traceroute and pathping and post the results to the tech support forums, since it gives Blizzard an idea of who to talk to about these issues. If they don't know who's being affected, where those people are, and more importantly where the issue is physically located there's not much they can do to help.

So if you're having the same problem, giving Blizzard as much information as possible is definitely helpful in terms of getting this sorted out. I've seen people in my raids disconnect on every single boss so far while I haven't had the issue at all myself, suggesting the problem isn't on Blizzard's end but is out there somewhere in the path the data takes between Blizzard and the players. Hopefully it can be solved soon.

Filed under: Analysis / Opinion, Bugs, Blizzard, News items, Mists of Pandaria

New Blizzard support site lets you track, edit, and update your GM tickets

Submitting a GM ticket has always been sort of an arcane process -- you're not really sure where your ticket goes, or to who, or what steps have been taken to resolve your particular issue. It's a pain! Thankfully, it's always been a long-term goal of the support department to demystify and improve the support process for players, and Blizzard has unveiled a big new step in that direction: a new support website.

What's so great about it? Well, it collects all lines of communication for support in one place and attempts to provide automated help for your request where applicable, while you wait for a representative. The biggest improvement, though, is that the site lets you track the progress of your support requests. This includes tech support emails, billing inquiries, and yes, GM tickets. You can edit your ticket while it's in the queue, track it, and even update your ticket and place it back in queue after it's been closed if you feel it wasn't addressed properly.

The full text of Blizzard's announcement is after the cut.

Read more →

Filed under: Blizzard

Issues with Mobile Authenticator get it pulled from the App Store


Blizzard's mobile authenticator updated recently, and as soon as it did, we started getting tips on the tipline saying there was a major issue. Apparently the update reset the code associated with your authenticator, which meant that if you applied the authenticator update (and had the authenticator connected to your account), there was no way to actually get a code to login to your account. In short, if you apply the mobile authenticator update, you won't be able to log in to your account until you take the authenticator off completely (I'd assume you can then reinstall and reuse the authenticator, though people will probably be a little more trigger-shy about that one). There are instructions for how to do all of this over on the forums.

Of course it's a major issue, and in response, Blizzard has acknowledged the problem and apparently pulled the Authenticator from the App Store. So if (like me) you haven't updated yet, you won't need to worry about it, and hopefully the next version will fix the issue. But yes, if you have updated, you'll need to go through the steps above to remove the app from your iPhone and account, or just call Blizzard customer service at 1-949-955-1382 and they should be able to help you with the issue.

Update: So far we've only heard about problems with the iPhone version, and of course the issue is when you go from the old to the new version. If you use another phone, or have only used the new version, you shouldn't have any issues.

Filed under: Odds and ends, Blizzard, Hardware, Account Security

Tech support open today

In the aftermath of one of the biggest patches WoW has ever seen, many realms are still experiencing some technical issues. Talents and items are going missing, world and instance servers are down, and I've heard at least one report of trash mobs in Naxxramas suddenly breaking out in song.

Okay, I might have made that one up. The point still stands: problems exist in the realms right now. Blizzard knows this too, and they've decided to keep their technical support department open today until 7 PM Pacific time (10 PM Eastern). Usually they're only open on weekdays. Support will be available over the phone, through email, and in the tech support forums, as usual. Eyonix has posted a list of the methods to contact tech support, so check it out if you're having problems.

Filed under: Bugs

Mac users having login issues this afternoon [UPDATED]

We've received a lot of reports of Mac users having problems with the login servers this afternoon, and the Tech Support forums certainly lend some weight to those reports. The thread isn't a 26+ page behemoth yet, but it's only getting started. We don't know how widespread the issue is quite yet, but it seems significant enough.

Blizzard representatives are on the case, and while they haven't fixed the exact problem, they have found a workaround: This is only happening with the World of Warcraft specific login servers, and thus it's only happening to World of Warcraft specific logins. If you merge your World of Warcraft account into a Battle.net account, you will be able to log in.

It's no fix, but if you're desperate enough to play and haven't yet merged your account over, now is a pretty good time to do it. Personally, I'm not sure why you wouldn't do it anyway, but that's just my preference talking. If this login issue gets worse before it gets better, we'll be sure to let you know.

Update: This issue appears to be cleared up, but please let us (and Blizzard of course) know if that's not the case!

Filed under: Realm News, Analysis / Opinion, Realm Status

The Queue: Reputation, daily quests, and performance in Dalaran


Welcome back to The Queue, WoW Insider's daily Q&A column where the WoW Insider team answers your questions about the World of Warcraft.

Daily quests and reputation has been a really hot topic lately, not only in The Queue but across WoW in general. Some of our questions today will focus on that, but I'd also like to let you guys know that WoW Insider will overall have more information on those things coming really, really soon. Keep an eye on the site today and in the coming days for all of that good stuff.

Alright, let's gets started with my2cents' question...

Where, if anywhere, is the quartermaster for Valiance Expedition? I'm almost revered and I'm curious to see if there are any rewards available.

Read more →

Filed under: Analysis / Opinion, Blizzard, Wrath of the Lich King, The Queue

Patch day resources from Blizzard

Vaneras over on the WoW EU forums put up a post today listing Blizzard resources for WoW players when the patch drops tomorrow. While the post doesn't say "Patch 3.0.2 is tomorrow" it does have the title "10/13 Patch Day Paradise!" But the fact that 3.0.2 is dropping tomorrow isn't really anything new.

The Blizzard resources he provides includes an FAQ on connection and patching issues. Topic covered include being stuck on connecting, having problems with your firewall, game version validation, corrupt patch files, blizzard downloader issues (see our patch mirrors for a quick and easy solution to that), and general patching advice for your operating system of choice.

He also points out the technical support phone numbers (US EU), but usually the fastest solution is to post on the technical support forums (US EU) and you'll get a response very quickly from a fellow player or from a blue.

Thanks to Trevor for the scoop

Filed under: Patches, News items

Drysc on Blizzard customer service

We are all rather critical of Blizzard at times. After all, many of us spend an inordinate amount of time in the game; especially the WoW Insider staff on patch days. We expect things to work in a certain type of way, and we expect that when we encounter a problem, things will be solved ASAP.

Nothing is wrong with these expectations we have, and indeed we should have them. After all, we want this game to be the best game possible. For many folks it's the only one they'll play. The happiness and smooth sailing in game is principally the responsibility of the customer service department at Blizzard. They're the ones to fix our issues when something goes wrong.

Drysc, one of the most visible community managers, made a wonderful post earlier this week on exactly what happens in Blizzard's support services. The full post and response are worth taking a second to read. The bullet points of his posts are as follows:

Read more →

Filed under: Analysis / Opinion, Bugs, Blizzard, News items

More realm issues today

Bornakk announced today on the general discussion forums (why he didn't do this on the tech support forums, I don't know...) that they are having a number of realms randomly drop people. Indeed, this happened to me over on Eldre'Thalas this morning.

If you are having issues, remember that you can go to the Blizzard's tech support forums and ask a question there. You can also check out our guide for solving all these connection issues, if Blizzard doesn't come through with a solution for you.

We'll keep you updated on this weekend hiccup – stay tuned to WoW Insider for the latest!

Filed under: Realm News, Realm Status, News items

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