 | Account NOT fixed, New problem(1) | Category: Australia & NZ GeneralJune-29-2013 3:55 PM PDT (9 years ago)  |
| Playing last night, just finished ubers, get message 'input limit reached' get dc'd, try to log back in and get error 202 'you account has been disabled'. Try again this morning, same message....WTF? | ||
 | Account NOT fixed, New problem(21) | July-10-2013 5:36 PM PDT (9 years ago) |
| Nikki, Your video shows what appears to be a connection problem or it could also have been a coincidental crash of the game server you were connected to at the time it was made. That would explain why the game world "disappeared" as you moved around and nothing was moving. Let me point you to a support article we have for connection problems. It has a lot of steps to try because frankly, there are a lot of things that can contribute to a connection issue. What puzzles me is that among the steps listed that you've already tried: "Dif modem, internet/ISP and computers - same thing happens Started new starter account to test - worked perfectly" It would seem to indicate there's nothing wrong with your game installation or hardware/connection. May I ask how you were able to test with a different ISP and computer? Were you using a PC belonging to another user perhaps? Did they also have the game installed or did you need to install it in order to test? I also notice from checking the activity on your account that it's been played a lot today, 7/10/2013. Sometimes the sessions were fairly short indicating a possible disconnection or it could have been simply logging in to check the AH. Other times, the sessions looked normal lasting several hours. Has the issue subsided? _________________________________________________________ I'm available in the forums Monday - Friday, 12 pm - 8 pm Pacific Time Please provide feedback! - https://www.surveymonkey.com/s/Omrakos | ||
| Account NOT fixed, New problem(23) | July-10-2013 7:16 PM PDT (9 years ago) |
| Nikki, I'd like to see a 3D trace next then please. http://www.d3tr.de/ It should be left running for at least 10 minutes. If you get latency spikes in game or disconnections it should be left running through a couple of occurrences of those issues. A perfect trace would be flat from left to right. _________________________________________________________ I'm available in the forums Monday - Friday, 12 pm - 8 pm Pacific Time Please provide feedback! - https://www.surveymonkey.com/s/Omrakos | ||
| Account NOT fixed, New problem(25) | July-10-2013 8:19 PM PDT (9 years ago) |
| Thanks, I see you've connected in the past to the Korean region and have a level 3 character there. Could you try connecting there again and seeing if the problem is also happening with your current account? _________________________________________________________ I'm available in the forums Monday - Friday, 12 pm - 8 pm Pacific Time Please provide feedback! - https://www.surveymonkey.com/s/Omrakos | ||
| Account NOT fixed, New problem(27) | July-11-2013 3:04 PM PDT (9 years ago) |
| Nikki, I probably had you checking Korea at a bad time as I believe they had maintenance last night for around an hour between 7-8 PM PDT or so. That may be the cause for the 3006 messages which are normally indications of the servers being down. Could you give it a try on Korea again today please? If it's still giving you a problem connecting, I'd like you to do the steps in the following two support articles. Deleting the Battle.net Cache folder Deleting Battle.net files _________________________________________________________ I'm available in the forums Monday - Friday, 12 pm - 8 pm Pacific Time Please provide feedback! - https://www.surveymonkey.com/s/Omrakos | ||
| Account NOT fixed, New problem(29) | July-11-2013 4:05 PM PDT (9 years ago) |
| Nikki, None of this is making much sense to me really. Too many conflicting things going on. You use an entirely different computer connected to a different ISP and it fails which would seem to indicate it's not a computer/connection issue, yet if you use a starter account it works? What's the starter account BattleTag name that you used? _________________________________________________________ I'm available in the forums Monday - Friday, 12 pm - 8 pm Pacific Time Please provide feedback! - https://www.surveymonkey.com/s/Omrakos | ||
| Account NOT fixed, New problem(31) | July-11-2013 4:22 PM PDT (9 years ago) |
| Nikki, I'm only seeing two very short play sessions on that account, lasting about 5 minutes each, and a single level 2 character. Are you sure you used the account long enough to verify the problems with your main account weren't happening still? _________________________________________________________ I'm available in the forums Monday - Friday, 12 pm - 8 pm Pacific Time Please provide feedback! - https://www.surveymonkey.com/s/Omrakos | ||
| Account NOT fixed, New problem(33) | July-11-2013 6:16 PM PDT (9 years ago) |
| Nikki , Could you try using a free public DNS service like Google and see if it makes a difference? https://developers.google.com/speed/public-dns/ We've had issues with uses in the SEA region before where changing to this DNS provider has helped, though as I recall, it was mainly for connection and authentication issues. _________________________________________________________ I'm available in the forums Monday - Friday, 12 pm - 8 pm Pacific Time Please provide feedback! - https://www.surveymonkey.com/s/Omrakos | ||
| Account NOT fixed, New problem(35) | July-11-2013 7:01 PM PDT (9 years ago) |
| Nikki , Would you be agreeable to us "hijacking" your account from here in our offices for a short time? It should do the same for us as it did when you tried playing from another location. I just need to confirm that's happening. We would issue the account a forced password reset when we're done so you'd need to change it to regain access. We'll also need to remove your authenticator while testing. You'll need to re-attach that as well afterwards as a code is needed from the device. _________________________________________________________ I'm available in the forums Monday - Friday, 12 pm - 8 pm Pacific Time Please provide feedback! - https://www.surveymonkey.com/s/Omrakos | ||
| Account NOT fixed, New problem(37) | July-11-2013 7:29 PM PDT (9 years ago) |
| Nikki, Thanks, we'll be doing that now then. I'll reply when we're done which shouldn't take too long. _________________________________________________________ I'm available in the forums Monday - Friday, 12 pm - 8 pm Pacific Time Please provide feedback! - https://www.surveymonkey.com/s/Omrakos | ||
| Account NOT fixed, New problem(38) | July-11-2013 7:45 PM PDT (9 years ago) |
| Nikki, Ok, we're unable to get it to have any issues playing here. Let me confirm how we're testing though in case we're doing something you're not. We're in windowed mode, playing your Monk, in Act 1 - Festering Woods. First at Monster Power 1 and then at 10. Just a single character in the game, non-public. Would you like us to change any of these parameters in order to match how you've been testing? _________________________________________________________ I'm available in the forums Monday - Friday, 12 pm - 8 pm Pacific Time Please provide feedback! - https://www.surveymonkey.com/s/Omrakos | ||
| Account NOT fixed, New problem(40) | July-11-2013 8:01 PM PDT (9 years ago) |
| Nikki, Let us try fullscreen mode real quick, I'll get back to you in a few minutes again. _________________________________________________________ I'm available in the forums Monday - Friday, 12 pm - 8 pm Pacific Time Please provide feedback! - https://www.surveymonkey.com/s/Omrakos | ||
| Account NOT fixed, New problem(41) | July-11-2013 8:16 PM PDT (9 years ago) |
| Nikki,, Ok, we still can't get it to fail from here. We've issued a forced password change to the account so you can get it back. Make sure you put the authenticator back on too. Based on this little test, I have to conclude the problem you're having is still connection-related, and likely isolated to your region. Do you happen to have any other friends in the area that play the game on their own and that aren't having any problems? If so, it would help a lot to know if your account worked on on their setups. I know you went to a friend's and installed the game to test but that's not quite the same thing as it doesn't test with a known operating environment. One thing that may help a lot is using a VPN service, at least as a troubleshooting step. VPNs aren't something we really support or even condone using but they do serve a purpose. Unfortunately, I can't provide you with any instructions for using one or even which ones to try but I wouldn't be surprised if other users in this forum chimed in with some info or suggestions related to that. One caveat of a VPN service is it will likely increase the chances of getting temporarily "locked" when you connect as our system will see an unexpected IP address in use with your account. Admittedly, this will be an annoyance as you'll need to submit your SQA to get it unlocked but it's only while you're troubleshooting, and nothing that's going to be permanent. _________________________________________________________ I'm available in the forums Monday - Friday, 12 pm - 8 pm Pacific Time Please provide feedback! - https://www.surveymonkey.com/s/Omrakos | ||
