Friend needs help but really not getting it [Archive]

View Full Version : Friend needs help but really not getting it

Elquinjena

08-06-2009, 08:05 PM

I have told my friend just how wonderful EQ2 is and all the support staff, but I am honestly worried that he is not getting the help he needs in order to get EQ2 running on his laptop. its running vista and 64 bit, he is hooked up wireless, and its a Gateway NV52. He has called in and talked to tech support but really feels like he is getting the run around, not getting real helpful answers. His Reference #090804-001766, If you need his account number PM me. He is truly getting frustrated " i think i'm just going to remove the game from my machine.....all i'm getting is the run around and its my sprint card...even tho they are only guessing. ...they wont tell me...all they are trying to do is find a scapegoat" He has been working with James M. He has sent in files that were requested of him as well. What words can I give to my friend to encourage him to hang in there and that the great support team of EQ2 will truly help him? I hate to see him remove EQ2 from his system before he has even a chance to see just how wonderful the game is!Thanks

TSR-KenC

08-06-2009, 08:20 PM

Greetings!I'd definitely like to help here! While I don't believe it's exactly a runaround answer with the Sprint Card (that type of connection never has much luck with MMOs), there is some information that can be checked.When checking #090804-001766, however, there doesn't appear to be any replies given with the information that has been requested so far. If he has sent the 'netinfo' our way through any means, I'd recommend obtaining that information from him and sending it via a PM my way. That will certainly help us further in figuring out the issue. Edit: Scratch that - I was sent the netinfo. Checking it here.

TSR-KenC

08-06-2009, 09:01 PM

Well I have the information - I'll go through what we see by that.This would be test #1: 1 2 ms 2 ms 1 ms 192.168.1.1 2 12 ms 12 ms 12 ms wsip-70-168-116-1.ks.ks.cox.net [xxxx] 3 18 ms 12 ms 13 ms xxxx 4 20 ms 20 ms 29 ms kscydsrj01-ae2.rd.ks.cox.net [70.183.71.101] 5 19 ms 17 ms 17 ms 70.183.71.61 6 * * * Request timed out. 7 * * * Request timed out. 8 * * * Request timed out. 9 37 ms 31 ms 59 ms dalsbbrj02-ae2.0.r2.dl.cox.net [68.1.1.243] 10 53 ms 56 ms 44 ms dalsbbrj01-ae0.r2.dl.cox.net [68.1.0.142] 11 65 ms 70 ms 70 ms 68.1.2.212 12 69 ms 79 ms 125 ms gi3-6.asheqnx-2.sonyonline.net [64.37.191.33] 13 95 ms 118 ms 99 ms vl854.sdtermbr-2.sonyonline.net [64.37.144.173] 14 101 ms 200 ms 229 ms vl832.sdkollsw-2.sonyonline.net [64.37.144.90] 15 93 ms 101 ms 92 ms sdkeq2-05-01.everquest2.com [199.108.12.161]Result: This traceroute actually reaches the EQ2 server, but it runs into some trouble along the way. Either the respective ISP is routing to a currently unavailable area, the packets being sent are not being accepted at those hops, or there is some packet loss along the way due to connection quality.Test 2: 1 1 ms 1 ms 1 ms 192.168.1.1 2 14 ms 12 ms 32 ms wsip-70-168-116-1.ks.ks.cox.net [xxxx] 3 10 ms 14 ms 10 ms xxxx 4 20 ms 17 ms 22 ms kscydsrj01-ae2.rd.ks.cox.net [xxxx] 5 22 ms 16 ms 17 ms 70.183.71.61 6 * * * Request timed out. 7 * * * Request timed out. 8 * * * Request timed out. 9 946 ms 26 ms 31 ms dalsbbrj02-ae2.0.r2.dl.cox.net [68.1.1.243] 10 31 ms 32 ms 34 ms dalsbbrj01-ae0.r2.dl.cox.net [68.1.0.142] 11 65 ms 63 ms 65 ms 68.1.2.212 12 70 ms 65 ms 66 ms gi3-6.asheqnx-2.sonyonline.net [64.37.191.33] 13 93 ms 94 ms 98 ms vl854.sdtermbr-2.sonyonline.net [64.37.144.173] 14 93 ms 92 ms 95 ms vl832.sdkollsw-2.sonyonline.net [64.37.144.90] 15 97 ms 96 ms 94 ms sdkeq2-02-01.everquest2.com [199.108.12.65]Result: Whoa there! While this is more or less the same at the last test, there's a point where a hop returns as 946 ms for one of the given packets. As this happens to just one, it doesn't appear to be consistent. But it may be enough to cause trouble when relaying data back and forth consistently.Pathping tests: The major difference between pathping and tracert is that pathping will not only trace the route, but will also send a series of packets to each node (hop) in the path. As this is the case, it's more likely to blank out and stop if there's a problem transferring packets along the path. Here's how they looked in the given tests: Tracing route to sdkeq2-05-01.everquest2.com [199.108.12.161]over a maximum of 30 hops: 0 No resources.Tracing route to sdkeq2-02-01.everquest2.com [199.108.12.65]over a maximum of 30 hops: 0 No resources.Tracing route to ableq2-01-01.everquest2.com [199.108.202.33]over a maximum of 30 hops: 0 No resources.Result: Not much. It doesn't appear the packets could get sent out of the system and allow the test to work.I truly apologize if I appear to be a doomsayer in this particular case. I just wanted to ensure our particular TSRs aren't basing our judgements off of nothing.Continued on my next post:

TSR-KenC

08-06-2009, 09:25 PM

While I was writing that past post, I do see you've sent me the tests I originally requested - though these are definitely re-run from before, the consistency is about the same.Removing any background applications except the program likely used with his wireless card may help - instructions are as follows:--1. Select the START button.2. Select RUN, then type in "msconfig" (for Vista, type msconfig in the search bar at the bottom of the Start Menu)3. Press OK4. Select the STARTUP tab.5. In the list, uncheck all boxes EXCEPT for SCANREGISTRY and SYSTEM TRAY. If you use Windows XP, please note that SCANREGISTRY and SYSTEM TRAY will not be listed - just uncheck the entire list.6. Hit apply and then OK. Restart the computer and try the game again.--I'd be inclined to believe that, should the game be patched successfully, he may be able to actually play the game with a relatively stable connection. If he can temporarily connect to the internet using an Ethernet Cable (You'll want to make sure it's not still attempting to connect through the card when doing so) , the patch will download with little issue.In my experiences, Wireless Sprint/Verizon Broadcast cards don't hold up too well when mass amounts of information go into them. If any customers here have been able to work with the issue and patching - We'd like you to post here for sure!Otherwise, most of the time, those who do play the game wirelessly actually are using Wireless Network Cards, which do require a nearby Wi-Fi connection and operate differently than Wireless Broadcast cards. I'm sure his laptop may already have a network card in that he can use - most laptop cards do nowadays.

Elquinjena

08-06-2009, 09:34 PM

thank you ever so very much ken for hopping on this !! I have relayed to him that you have posted and he will be here to read shortly.!!I really appreicate all your help and the TSR team attention on this.

Truckerb

08-06-2009, 10:02 PM

Hi Ken, This is the friend with the laptop. According to the launcher it has completed the update process, however I do not know if it missed some data. The problem is that the launcher is freezing up right after login! I had spoken with TSR Matthew C. and was told he would send my some information, dealing with ports and what is needed, unfortunately he never sent me the information. As long as the launcher is freezing up we can not be sure that the internet connection is problematic or not.

TSR-KenC

08-07-2009, 02:23 PM

An excellent way to tell, if you're using the Station Launcher currently, is by using the original EQ2 launcher you can download <a href="http://everquest2.station.sony.com/install/" target="_blank">here</a>. It may need to download a bit more using this Launcher, but it will be a good way to narrow down the problem (if this launcher freezes as well when launching) or fix it outright.Let me know how it goes!

woolf2k

08-07-2009, 06:57 PM

I think the TSR mentioned earlier and I agree... it's not a good idea, no matter what card, to run wirelessly with any mmo. high latency , dropped connections will occur.your installation can get corrupted while updating or something like that... I would recommend you connect via a hard line and try to do your installation that way...all the way to a successful login to gameplay and then try playing on wifi. you really have to have a good solid wifi connection to play that way

TSR-KenC

08-10-2009, 04:49 PM

It has been some time since we've heard from you - have you had any luck getting in game? Please let us know!