I get a Failed message when I use Email Support

[WalkerRoki]

I login already, after I fill all info in email support page and click the "continue" button, it give a new page and write: Question Submission Failed 'Email Address' requires a value.When I back to the Email Support page, I dont find the 'Email Address' field. Please tell me how can I send the info with the Email Support page, thanks.And my EQ2 problem is kicked out by server after login, other players tell me that because my IP is blocked, I use this fixed IP over 2 years, and it works well till yesterday, dont know how to fix that.

[Elorah]

Since the recent UPdate, have you power cyycled your router/modem?  Did you remove any EQ2 files from your AV/firewall and then re-add them?

[WalkerRoki]

In fact, I don't change any settings, and it works well after LU47 update for 2 days. Yesterday, when I complete hunt of VoES and gate back to Qeynos, game crash when my character almost pop. Then I try to login many times, get the same problem. After that, I change to my non fixed IP, and it works well. Btw, I want my fixed IP, because it runs more smooth than my non fixed IP. Should I PM my ipconfig/tracert/pathping info? Thanks for the info.

[Elorah]

You could post the tracert and pathping.....  Hopefully a techie will come in soon <img src="/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" />

[WalkerRoki]

<cite>Elorah wrote:</cite><blockquote>You could post the tracert and pathping.....  Hopefully a techie will come in soon <img src="/eq2/images/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" /></blockquote>Thank you very much <img src="/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" />Tracert / Pathping infoTracing route to sdkeq2-02-01.everquest2.com [199.108.12.65]over a maximum of 30 hops:<p> 1 2838042 ms 2838205 ms 2838071 ms 220-134-248-254.HINET-IP.hinet.net [220.134.248.254] 2 2838083 ms 2838086 ms 2838089 ms tp-mz-t64-2.router.hinet.net [168.95.71.42] 3 32 ms 2838106 ms 32 ms tp-crs11.router.hinet.net [220.128.4.10] 4 2838241 ms 2838245 ms 33 ms r31b-s2.tp.hinet.net [220.128.2.186] 5 2838519 ms 2838541 ms 2838562 ms r12-pa.us.hinet.net [211.72.108.173] 6 172 ms 171 ms 2838635 ms r11-pa.us.hinet.net [202.39.83.189] 7 2838664 ms 2838686 ms 172 ms 12.118.116.13 8 2839439 ms 2839462 ms 2839487 ms tbr1.sffca.ip.att.net [12.122.82.250] 9 2839542 ms 188 ms 2839590 ms cr2.sffca.ip.att.net [12.122.19.5] 10 2839649 ms 2839672 ms 2839695 ms cr2.la2ca.ip.att.net [12.122.31.133] 11 2839751 ms 2839775 ms 187 ms cr2.sd2ca.ip.att.net [12.122.31.9] 12 2839953 ms 2839977 ms 2840000 ms 12.122.30.5 13 2840619 ms 2840642 ms 2840666 ms gar1.sd2ca.ip.att.net [12.123.145.165] 14 2840721 ms 2840746 ms 2840769 ms mdf1-gsr12-2-pos-7-0.san2.attens.net [12.122.255.206] 15 188 ms 2840852 ms 2840875 ms mdf4-bi8k-1-eth-1-2.san2.attens.net [63.241.0.162] 16 188 ms 2840975 ms 187 ms vl10.sdkoll1sw-1.sonyonline.net [63.241.60.42] 17 188 ms 2841353 ms 2841377 ms sdkeq2-02-01.everquest2.com [199.108.12.65] </p><p>Trace complete.</p><p>Tracing route to sdkeq2-02-01.everquest2.com [199.108.12.65]over a maximum of 30 hops: 0 roki [220.132.208.230] 1 220-134-248-254.HINET-IP.hinet.net [220.134.248.254] 2 tp-mz-t64-2.router.hinet.net [168.95.71.42] 3 tp-crs11.router.hinet.net [220.128.4.10] 4 r31b-s2.tp.hinet.net [220.128.2.186] 5 r12-pa.us.hinet.net [211.72.108.173] 6 r11-pa.us.hinet.net [202.39.83.189] 7 12.118.116.13 8 tbr1.sffca.ip.att.net [12.122.82.250] 9 cr2.sffca.ip.att.net [12.122.19.5] 10 cr2.la2ca.ip.att.net [12.122.31.133] 11 cr2.sd2ca.ip.att.net [12.122.31.9] 12 12.122.30.5 13 gar1.sd2ca.ip.att.net [12.123.145.165] 14 mdf1-gsr12-2-pos-7-0.san2.attens.net [12.122.255.206] 15 mdf4-bi8k-1-eth-1-2.san2.attens.net [63.241.0.162] 16 vl10.sdkoll1sw-1.sonyonline.net [63.241.60.42] 17 sdkeq2-02-01.everquest2.com [199.108.12.65] </p><p>Computing statistics for 425 seconds... Source to Here This Node/LinkHop RTT Lost/Sent = Pct Lost/Sent = Pct Address 0 roki [220.132.208.230] 0/ 100 = 0% | 1 143859ms 0/ 100 = 0% 0/ 100 = 0% 220-134-248-254.HINET-IP.hinet.net [220.134.248.254] 0/ 100 = 0% | 2 201811ms 0/ 100 = 0% 0/ 100 = 0% tp-mz-t64-2.router.hinet.net [168.95.71.42] 0/ 100 = 0% | 3 143450ms 0/ 100 = 0% 0/ 100 = 0% tp-crs11.router.hinet.net [220.128.4.10] 0/ 100 = 0% | 4 171854ms 0/ 100 = 0% 0/ 100 = 0% r31b-s2.tp.hinet.net [220.128.2.186] 0/ 100 = 0% | 5 201365ms 0/ 100 = 0% 0/ 100 = 0% r12-pa.us.hinet.net [211.72.108.173] 0/ 100 = 0% | 6 201696ms 0/ 100 = 0% 0/ 100 = 0% r11-pa.us.hinet.net [202.39.83.189] 0/ 100 = 0% | 7 200722ms 0/ 100 = 0% 0/ 100 = 0% 12.118.116.13 0/ 100 = 0% | 8 --- 100/ 100 =100% 100/ 100 =100% tbr1.sffca.ip.att.net [12.122.82.250] 0/ 100 = 0% | 9 --- 100/ 100 =100% 100/ 100 =100% cr2.sffca.ip.att.net [12.122.19.5] 0/ 100 = 0% | 10 --- 100/ 100 =100% 100/ 100 =100% cr2.la2ca.ip.att.net [12.122.31.133] 0/ 100 = 0% | 11 --- 100/ 100 =100% 100/ 100 =100% cr2.sd2ca.ip.att.net [12.122.31.9] 0/ 100 = 0% | 12 --- 100/ 100 =100% 100/ 100 =100% 12.122.30.5 0/ 100 = 0% | 13 --- 100/ 100 =100% 100/ 100 =100% gar1.sd2ca.ip.att.net [12.123.145.165] 0/ 100 = 0% | 14 --- 100/ 100 =100% 100/ 100 =100% mdf1-gsr12-2-pos-7-0.san2.attens.net [12.122.255.206] 0/ 100 = 0% | 15 278043ms 7/ 100 = 7% 7/ 100 = 7% mdf4-bi8k-1-eth-1-2.san2.attens.net [63.241.0.162] 0/ 100 = 0% | 16 257888ms 0/ 100 = 0% 0/ 100 = 0% vl10.sdkoll1sw-1.sonyonline.net [63.241.60.42] 0/ 100 = 0% | 17 172193ms 0/ 100 = 0% 0/ 100 = 0% sdkeq2-02-01.everquest2.com [199.108.12.65] </p><p>Trace complete.</p>

[ExUnbrok]

I'm getting the same thing.  Email support fails.  Trying to subscribe fails.  Editing account info fails.  Editing payment source fails.  My only question at this point is if there is ANY way to resolve any of this on the weekend...because I'd just like to cancel at this point.

[Elorah]

WOw...  those are some high tracert numbers....However. I do not recognize that addy that you traced to (I admit that I am not very techincal...just trying to get the correct info posted that they may ask for when the techs do come in).<a href="http://forums.station.sony.com/eq2/posts/list.m?topic_id=353617" rel="nofollow" target="_blank">*** Read before posting ***</a><span class="postbody">To generate your Trace information: <ol><li>Click on the START menu, select RUN and type in CMD and select OK.</li><li>When the "DOS" (black window with grey text) box opens up, type in the following commands exactly as they are shown and press the ENTER key after each line:</li></ol><ul><li>ipconfig /all >> c:eq2info.txt</li><li>tracert guk.everquest2.com >> c:eq2info.txt</li><li>tracert befallen.everquest2.com >> c:eq2info.txt</li><li>tracert valor.everquest2.com >> c:eq2info.txt</li><li>exit</li></ul> Be advised that each of these commands will take a few moments to complete, so please wait for the prompt before typing the next command. Finally, upon completion of these commands, you will find a file labeled "eq2info.txt " on the root level of your C: drive. You can use the Find command from the Start menu to locate it. Open the file using notepad/wordpad and paste the contents to the appropriate thread. </span>

[WalkerRoki]

Thanks for the info, I PM my eq2info.txt already, hope it works.

[dawy]

<p>Sadly my son is having the same email issues as the OP cant get it to work on all of my 5 pcs now using different browsers and the like.</p><p>Oh well no EQ2 for him today</p>

[Wingrider01]

<cite>WalkerRoki wrote:</cite><blockquote><cite>Elorah wrote:</cite><blockquote>You could post the tracert and pathping.....  Hopefully a techie will come in soon <img src="/eq2/images/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" /></blockquote>Thank you very much <img src="/eq2/images/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" />Tracert / Pathping infoTracing route to sdkeq2-02-01.everquest2.com [199.108.12.65]over a maximum of 30 hops: <p>1 2838042 ms 2838205 ms 2838071 ms 220-134-248-254.HINET-IP.hinet.net [220.134.248.254] 2 2838083 ms 2838086 ms 2838089 ms tp-mz-t64-2.router.hinet.net [168.95.71.42] 3 32 ms 2838106 ms 32 ms tp-crs11.router.hinet.net [220.128.4.10] 4 2838241 ms 2838245 ms 33 ms r31b-s2.tp.hinet.net [220.128.2.186] 5 2838519 ms 2838541 ms 2838562 ms r12-pa.us.hinet.net [211.72.108.173] 6 172 ms 171 ms 2838635 ms r11-pa.us.hinet.net [202.39.83.189] 7 2838664 ms 2838686 ms 172 ms 12.118.116.13 8 2839439 ms 2839462 ms 2839487 ms tbr1.sffca.ip.att.net [12.122.82.250] 9 2839542 ms 188 ms 2839590 ms cr2.sffca.ip.att.net [12.122.19.5] 10 2839649 ms 2839672 ms 2839695 ms cr2.la2ca.ip.att.net [12.122.31.133] 11 2839751 ms 2839775 ms 187 ms cr2.sd2ca.ip.att.net [12.122.31.9] 12 2839953 ms 2839977 ms 2840000 ms 12.122.30.5 13 2840619 ms 2840642 ms 2840666 ms gar1.sd2ca.ip.att.net [12.123.145.165] 14 2840721 ms 2840746 ms 2840769 ms mdf1-gsr12-2-pos-7-0.san2.attens.net [12.122.255.206] 15 188 ms 2840852 ms 2840875 ms mdf4-bi8k-1-eth-1-2.san2.attens.net [63.241.0.162] 16 188 ms 2840975 ms 187 ms vl10.sdkoll1sw-1.sonyonline.net [63.241.60.42] 17 188 ms 2841353 ms 2841377 ms sdkeq2-02-01.everquest2.com [199.108.12.65] </p><p>Trace complete.</p><p>Tracing route to sdkeq2-02-01.everquest2.com [199.108.12.65]over a maximum of 30 hops:0 roki [220.132.208.230] 1 220-134-248-254.HINET-IP.hinet.net [220.134.248.254] 2 tp-mz-t64-2.router.hinet.net [168.95.71.42] 3 tp-crs11.router.hinet.net [220.128.4.10] 4 r31b-s2.tp.hinet.net [220.128.2.186] 5 r12-pa.us.hinet.net [211.72.108.173] 6 r11-pa.us.hinet.net [202.39.83.189] 7 12.118.116.13 8 tbr1.sffca.ip.att.net [12.122.82.250] 9 cr2.sffca.ip.att.net [12.122.19.5] 10 cr2.la2ca.ip.att.net [12.122.31.133] 11 cr2.sd2ca.ip.att.net [12.122.31.9] 12 12.122.30.5 13 gar1.sd2ca.ip.att.net [12.123.145.165] 14 mdf1-gsr12-2-pos-7-0.san2.attens.net [12.122.255.206] 15 mdf4-bi8k-1-eth-1-2.san2.attens.net [63.241.0.162] 16 vl10.sdkoll1sw-1.sonyonline.net [63.241.60.42] 17 sdkeq2-02-01.everquest2.com [199.108.12.65] </p><p>Computing statistics for 425 seconds...Source to Here This Node/LinkHop RTT Lost/Sent = Pct Lost/Sent = Pct Address0 roki [220.132.208.230] 0/ 100 = 0% |1 143859ms 0/ 100 = 0% 0/ 100 = 0% 220-134-248-254.HINET-IP.hinet.net [220.134.248.254] 0/ 100 = 0% |2 201811ms 0/ 100 = 0% 0/ 100 = 0% tp-mz-t64-2.router.hinet.net [168.95.71.42] 0/ 100 = 0% |3 143450ms 0/ 100 = 0% 0/ 100 = 0% tp-crs11.router.hinet.net [220.128.4.10] 0/ 100 = 0% |4 171854ms 0/ 100 = 0% 0/ 100 = 0% r31b-s2.tp.hinet.net [220.128.2.186] 0/ 100 = 0% |5 201365ms 0/ 100 = 0% 0/ 100 = 0% r12-pa.us.hinet.net [211.72.108.173] 0/ 100 = 0% |6 201696ms 0/ 100 = 0% 0/ 100 = 0% r11-pa.us.hinet.net [202.39.83.189] 0/ 100 = 0% |7 200722ms 0/ 100 = 0% 0/ 100 = 0% 12.118.116.13 0/ 100 = 0% |8 --- 100/ 100 =100% 100/ 100 =100% tbr1.sffca.ip.att.net [12.122.82.250] 0/ 100 = 0% |9 --- 100/ 100 =100% 100/ 100 =100% cr2.sffca.ip.att.net [12.122.19.5] 0/ 100 = 0% |10 --- 100/ 100 =100% 100/ 100 =100% cr2.la2ca.ip.att.net [12.122.31.133] 0/ 100 = 0% |11 --- 100/ 100 =100% 100/ 100 =100% cr2.sd2ca.ip.att.net [12.122.31.9] 0/ 100 = 0% |12 --- 100/ 100 =100% 100/ 100 =100% 12.122.30.5 0/ 100 = 0% |13 --- 100/ 100 =100% 100/ 100 =100% gar1.sd2ca.ip.att.net [12.123.145.165] 0/ 100 = 0% |14 --- 100/ 100 =100% 100/ 100 =100% mdf1-gsr12-2-pos-7-0.san2.attens.net [12.122.255.206] 0/ 100 = 0% |15 278043ms 7/ 100 = 7% 7/ 100 = 7% mdf4-bi8k-1-eth-1-2.san2.attens.net [63.241.0.162] 0/ 100 = 0% |16 257888ms 0/ 100 = 0% 0/ 100 = 0% vl10.sdkoll1sw-1.sonyonline.net [63.241.60.42] 0/ 100 = 0% |17 172193ms 0/ 100 = 0% 0/ 100 = 0% sdkeq2-02-01.everquest2.com [199.108.12.65] </p><p>Trace complete.</p></blockquote>Given those response times I would suggest you get on the phone to your ISP, they have some serious issues on their backbone - unless this is a satalite connection, then all bets are off