I just had an issue in game that took me 10 hours or so total to fix over 3 days, 1 hour of which I spent with sony 30 mins on queue with them, 30 mins actual getting nothing done. My language defaulted to Thieves cant for my main character in my tell windows, and only tell windows. Tried everything I could, removed ini files, restored default ui settings, everything. Eventually I found problem was in eqclient.ini, default language was set to 10 (Thieves Cant is language 11 in game) I set it to 0 and it came out as common which is 1 in game. Anyway, read the e-mail responses here, Bottom is the original, then my response, then their response. Enjoy.
Oh yeah, even worse part is, I asked the agent what TSR stood for in front of his name...7 1/2 minutes later I get a reply with the correct response.
I wish I saved my full chat to paste from the technician, but that wasn't on my mind at the moment
---------------------------------------------------------------------
Recently you requested personal assistance from our on-line support
center. Below is a summary of your request and our response.
We will assume your issue has been resolved if we do not hear from you
within 72 hours.
Thank you for allowing us to be of service to you.
To update this question by email, please reply to this message.
Because your reply will be automatically processed, you MUST enter
your reply in the space below. Text entered into any other part of
this message will be discarded.
[===> Please enter your reply below this line <===]
[===> Please enter your reply above this line <===]
To update your question from our support site, click the following
link or paste it into your web browser.
<link removed for privacy purposes>
Subject
---------------------------------------------------------------
Sony Online Entertainment
Discussion Thread
---------------------------------------------------------------
Response (TSR Gabriel H.) - 11/22/2005 01:57 PM
We apologize for the inconvenience your issue has caused. We will
require additional information to accurately troubleshoot your problem. We
apologize if some of these questions have been answered in your
original email but, we are attempting to be as thorough as possible. Please
provide ALL requested information below:
1. Station/Login Name:
2. Server you currently play on:
3. Problem(s) you are having including any error messages. What is the
exact error message? Please be as specific as possible.
4. When did these problems begin?
5. Have you made any recent changes to your computer and/or its
connection to the Internet? Please be as specific as possible?
6. How are you connecting to the Internet? Do you do any connection
sharing or use a home network? Router/hub/switch? What kind? Have your
tried bypassing them just for troubleshooting? What was the result?
Where are you connecting from(home/school/office)?
7. What Operation System are your running? 98, XP, 2000 Professional?
8. What have you tried to remedy the problem?
Please read the full instructions below, and reply with the following
files as soon as possible. If possible, please compress the files in a
.zip format:
DxDiag.txt file
DBG.txt file
MSinfo.txt file
EQclient.ini file
EverQuest.log file
You can obtain your "DBG.txt", "EQclient.ini" and "EverQuest.log" file
from your EverQuest directory (the default location is "c:/program
files/everquest/logs").
To create the DxDiag.txt and MSinfo.txt, please do the following:
1. Run DXDIAG.EXE from your Start menu (click Start, Run..., then type
"dxdiag" and hit Enter)
2. Click the "Save all Information" button, located at the bottom of
the program window
3. Save the file as "dxdiag.txt"
4. Click the "More Help" tab
5. Click the button marked "MSinfo..."
6. Click on the "File" menu and choose "Export..."
7. Save the file as a Text Document and name it "MSinfo.txt"
*Note* Please be sure to attach these files to the email do not paste
these documents to the body of the message.
Customer (#########) - 11/21/2005 11:26 PM
Only thing I can reply with is What do you teach your agents? I
seriously want to know. This agent didn't appear to read the question fully
when! he took over 5 minutes to read it. I spent 25 minutes online
with him, and got nothing done. I spent 20 minutes in the queue, 10
minutes the first time in the queue as well. Same agent both times. My
issue is Windows from "Use Tell Windows" default to Thieves Cant language
every time a new one opens. I can individually set them back to
Common after
they're open, and all other windows are set to common as well. I
have removed both files UI_Name_server.ini and Name_server.ini. There
are new UI files now in there because the others have been removed,
same issue. I'm not putting in information which is irrelivent. This
only happens with one character. I did find the problem. "Default
Language" in eqclient.ini was set to 10, need it set to 0. You really need
to hire representatives that know what they're doing.
Sincerely,
A royally peeved off customer.
Response (TSR Oliver D.) - 11/21/2005 12:41 PM
We apologize for the inconvenience your issue has caused. We will
require additional information to accurately troubleshoot your problem. We
apologize if some of these questions have been answered in your
original email but, we are attempting to be as thorough as possible. Please
provide ALL requested information below:
1. Station/Login Name:
2. Server you currently play on:
3. Problem(s) you are having including any error messages. What is the
exact error message? Please be as specific as possible.
4. When did these problems begin?
5. Have you made any recent changes to your computer and/or its
connection to the Internet? Please be as specific as possible?
6. How are you connecting to the Internet? Do you do any connection
sharing or use a home network? Router/hub/switch? What kind? Have your
tried bypassing them just for troubleshooting? What was the result?
Where are you connecting from(home/school/office)?
7. What Operation System are your running? 98, XP, 2000 Professional?
8. What have you tried to remedy the problem?
Please read the full instructions below, and reply with the following
files as soon as possible. If possible, please compress the files in a
.zip format:
DxDiag.txt file
DBG.txt file
MSinfo.txt file
EQclient.ini file
EverQuest.log file
You can obtain your "DBG.txt", "EQclient.ini" and "EverQuest.log" file
from your EverQuest directory (the default location is "c:/program
files/everquest/logs").
To create the DxDiag.txt and MSinfo.txt, please do the following:
1. Run DXDIAG.EXE from your Start menu (click Start, Run..., then type
"dxdiag" and hit Enter)
2. Click the "Save all Information" button, located at the bottom of
the program window
3. Save the file as "dxdiag.txt"
4. Click the "More Help" tab
5. Click the button marked "MSinfo..."
6. Click on the "File" menu and choose "Export..."
7. Save the file as a Text Document and name it "MSinfo.txt"
*Note* Please be sure to attach these files to the email do not paste
these documents to the body of the message.
Question Reference #051121-001047
---------------------------------------------------------------
Escalation Level: 1 Day Escalation
Product Level 1: EverQuest
Product Level 2: General
Category Level 1: Technical
Date Created: 11/21/2005 12:41 PM
Last Updated: 11/22/2005 01:57 PM
Status: Waiting FOR Customer
Station Name:
First Name:
Last Name:
[---001:005553:23860---]
Please visit our Knowledge Base at http://www.station.sony.com/kb for
up to date information for all of our games.
If the Knowledge Base does not answer your question, please use the
“Ask a Question” tab to submit an email, or use the “Live Help” tab to
chat live with a CSR MON-FRI 9:00AM-6:00PM PST.
Phone support for all SOE titles is available MON-FRI 9:00AM-1:30PM PST
and 3:30pm-6:00pm PST, at (858)537-0898. Also, MON-FRI 9:00AM-5:30PM
GMT at 0845 6004263 or 01895 204440
Phone support for Star Wars Galaxies is available MON-FRI 9:00AM-1:30PM
PST and 3:30pm-6:00pm PST, at (858) 790-7827(STAR). Also, MON-FRI
9:00AM-5:30PM GMT at 0845 6004263 or 01895 204440
Germany Monday through Friday, 10am-6pm CET at 0800-1016203
France Monday through Friday, 10am-6pm CET at 0800-916481
Regards,
TSR Gabriel H.
Sony Online Entertainment
Oh yeah, even worse part is, I asked the agent what TSR stood for in front of his name...7 1/2 minutes later I get a reply with the correct response.
I wish I saved my full chat to paste from the technician, but that wasn't on my mind at the moment
---------------------------------------------------------------------
Recently you requested personal assistance from our on-line support
center. Below is a summary of your request and our response.
We will assume your issue has been resolved if we do not hear from you
within 72 hours.
Thank you for allowing us to be of service to you.
To update this question by email, please reply to this message.
Because your reply will be automatically processed, you MUST enter
your reply in the space below. Text entered into any other part of
this message will be discarded.
[===> Please enter your reply below this line <===]
[===> Please enter your reply above this line <===]
To update your question from our support site, click the following
link or paste it into your web browser.
<link removed for privacy purposes>
Subject
---------------------------------------------------------------
Sony Online Entertainment
Discussion Thread
---------------------------------------------------------------
Response (TSR Gabriel H.) - 11/22/2005 01:57 PM
We apologize for the inconvenience your issue has caused. We will
require additional information to accurately troubleshoot your problem. We
apologize if some of these questions have been answered in your
original email but, we are attempting to be as thorough as possible. Please
provide ALL requested information below:
1. Station/Login Name:
2. Server you currently play on:
3. Problem(s) you are having including any error messages. What is the
exact error message? Please be as specific as possible.
4. When did these problems begin?
5. Have you made any recent changes to your computer and/or its
connection to the Internet? Please be as specific as possible?
6. How are you connecting to the Internet? Do you do any connection
sharing or use a home network? Router/hub/switch? What kind? Have your
tried bypassing them just for troubleshooting? What was the result?
Where are you connecting from(home/school/office)?
7. What Operation System are your running? 98, XP, 2000 Professional?
8. What have you tried to remedy the problem?
Please read the full instructions below, and reply with the following
files as soon as possible. If possible, please compress the files in a
.zip format:
DxDiag.txt file
DBG.txt file
MSinfo.txt file
EQclient.ini file
EverQuest.log file
You can obtain your "DBG.txt", "EQclient.ini" and "EverQuest.log" file
from your EverQuest directory (the default location is "c:/program
files/everquest/logs").
To create the DxDiag.txt and MSinfo.txt, please do the following:
1. Run DXDIAG.EXE from your Start menu (click Start, Run..., then type
"dxdiag" and hit Enter)
2. Click the "Save all Information" button, located at the bottom of
the program window
3. Save the file as "dxdiag.txt"
4. Click the "More Help" tab
5. Click the button marked "MSinfo..."
6. Click on the "File" menu and choose "Export..."
7. Save the file as a Text Document and name it "MSinfo.txt"
*Note* Please be sure to attach these files to the email do not paste
these documents to the body of the message.
Customer (#########) - 11/21/2005 11:26 PM
Only thing I can reply with is What do you teach your agents? I
seriously want to know. This agent didn't appear to read the question fully
when! he took over 5 minutes to read it. I spent 25 minutes online
with him, and got nothing done. I spent 20 minutes in the queue, 10
minutes the first time in the queue as well. Same agent both times. My
issue is Windows from "Use Tell Windows" default to Thieves Cant language
every time a new one opens. I can individually set them back to
Common after
they're open, and all other windows are set to common as well. I
have removed both files UI_Name_server.ini and Name_server.ini. There
are new UI files now in there because the others have been removed,
same issue. I'm not putting in information which is irrelivent. This
only happens with one character. I did find the problem. "Default
Language" in eqclient.ini was set to 10, need it set to 0. You really need
to hire representatives that know what they're doing.
Sincerely,
A royally peeved off customer.
Response (TSR Oliver D.) - 11/21/2005 12:41 PM
We apologize for the inconvenience your issue has caused. We will
require additional information to accurately troubleshoot your problem. We
apologize if some of these questions have been answered in your
original email but, we are attempting to be as thorough as possible. Please
provide ALL requested information below:
1. Station/Login Name:
2. Server you currently play on:
3. Problem(s) you are having including any error messages. What is the
exact error message? Please be as specific as possible.
4. When did these problems begin?
5. Have you made any recent changes to your computer and/or its
connection to the Internet? Please be as specific as possible?
6. How are you connecting to the Internet? Do you do any connection
sharing or use a home network? Router/hub/switch? What kind? Have your
tried bypassing them just for troubleshooting? What was the result?
Where are you connecting from(home/school/office)?
7. What Operation System are your running? 98, XP, 2000 Professional?
8. What have you tried to remedy the problem?
Please read the full instructions below, and reply with the following
files as soon as possible. If possible, please compress the files in a
.zip format:
DxDiag.txt file
DBG.txt file
MSinfo.txt file
EQclient.ini file
EverQuest.log file
You can obtain your "DBG.txt", "EQclient.ini" and "EverQuest.log" file
from your EverQuest directory (the default location is "c:/program
files/everquest/logs").
To create the DxDiag.txt and MSinfo.txt, please do the following:
1. Run DXDIAG.EXE from your Start menu (click Start, Run..., then type
"dxdiag" and hit Enter)
2. Click the "Save all Information" button, located at the bottom of
the program window
3. Save the file as "dxdiag.txt"
4. Click the "More Help" tab
5. Click the button marked "MSinfo..."
6. Click on the "File" menu and choose "Export..."
7. Save the file as a Text Document and name it "MSinfo.txt"
*Note* Please be sure to attach these files to the email do not paste
these documents to the body of the message.
Question Reference #051121-001047
---------------------------------------------------------------
Escalation Level: 1 Day Escalation
Product Level 1: EverQuest
Product Level 2: General
Category Level 1: Technical
Date Created: 11/21/2005 12:41 PM
Last Updated: 11/22/2005 01:57 PM
Status: Waiting FOR Customer
Station Name:
First Name:
Last Name:
[---001:005553:23860---]
Please visit our Knowledge Base at http://www.station.sony.com/kb for
up to date information for all of our games.
If the Knowledge Base does not answer your question, please use the
“Ask a Question” tab to submit an email, or use the “Live Help” tab to
chat live with a CSR MON-FRI 9:00AM-6:00PM PST.
Phone support for all SOE titles is available MON-FRI 9:00AM-1:30PM PST
and 3:30pm-6:00pm PST, at (858)537-0898. Also, MON-FRI 9:00AM-5:30PM
GMT at 0845 6004263 or 01895 204440
Phone support for Star Wars Galaxies is available MON-FRI 9:00AM-1:30PM
PST and 3:30pm-6:00pm PST, at (858) 790-7827(STAR). Also, MON-FRI
9:00AM-5:30PM GMT at 0845 6004263 or 01895 204440
Germany Monday through Friday, 10am-6pm CET at 0800-1016203
France Monday through Friday, 10am-6pm CET at 0800-916481
Regards,
TSR Gabriel H.
Sony Online Entertainment
