* Read before posting *

Jurymen · 06/23/2008 11:02:44

READ BEFORE POSTING: What you need to include in your post.

Important Note: If you are going to post your system files, please start a new message thread for them with a description of your issue. Do not post to an existing thread started by another player. This is will make issue management and tracking much easier for everyone.

In order to further assist players who are experiencing problems with getting the game to operate properly, we will need some information. Please read the next few posts in this thread for steps to generate the information requested.

Jurymen · 06/23/2008 11:03:09

Description of the Problem: Be as exact as possible. Include things like when and where the problem/issue occurs, any error messages that are given and anything else that will explain the problem better. Be as informative as possible, you can never be too descriptive.

System Information: For many issues we will want to get more system details. The MSINFO and DXDIAG files can provide a wealth of information. Steps to generate this information are below.

[Optional] Connection Information: For incidents regarding connectivity issues, please provide the Trace information to the game servers. Steps to generate this information are below.

Posting the appropriate information will assist us, as well as your fellow posters, in assisting you. Either a tech moderator of this message board or one of your fellow players will then answer your post. Keep in mind that the moderators work from the bottom to the top of the message boards. So *BUMPING* a post puts that post at the end of the line and is not allowed. Please remember there is no guaranteed response here. However, quite frequently, many players with tech knowledge help out here as well. Please try to be patient and keep your comments to one thread regarding technical problems.

For further assistance with urgent issues or issues not adequately described by these steps, please contact Technical and Account/Billing support via the following methods:

Email, available 24 hours a day, 7 days a week
Live Chat, 10:00 AM to 7:00 PM Pacific Time, Monday through Friday, excluding some holidays
Telephone: +1.858.537.0898, 10:00 AM to 7:00 PM Pacific Time, Monday through Friday, excluding most holidays

Jurymen · 06/23/2008 11:03:40

Note: These steps are for Windows 2000 and XP. Steps to generate this information for Windows Vista, 98, and ME are below.

To create your DirectX Diagnostic (DXDIAG) information:

Click on the START menu, select RUN and type in DXDIAG and select OK.
When the DirectX Diagnostic tool opens, click on the SAVE ALL INFORMATION button on the lower right, next to the EXIT button.
Save the DxDiag.txt to your desktop or other easily found location.
Copy and paste the contents to your thread.

To create your MSINFO information:

Click on the START menu, select RUN and type MSINFO32 and select OK.
When the Microsoft System Information program opens, select FILE and on the dropdown menu, select EXPORT.
Save the information as MSINFO.txt to your desktop or other easily found location.
This is a large file so let’s copy only the important parts.

Copy and paste from [System Information] to [DMA].
Copy and paste from [IRQs] to [Memory].
Copy and paste from [Running Tasks], [Services], [Startup Programs] and [Windows Error Reporting].

Jurymen · 06/23/2008 11:04:03

Note: These steps are for Windows Vista. Steps to generate this information for Windows 98 and ME are below.

To create your DirectX Diagnostic (DXDIAG) information:

Run DXDIAG.EXE from your Start menu (the search bar at the bottom of the Start menu)
When the DirectX Diagnostic tool opens, click on the SAVE ALL INFORMATION button on the lower right, next to the EXIT button.
Save the DxDiag.txt to your desktop or other easily found location.
Copy and paste the contents to your thread.

To create your MSINFO information:

Run msinfo32 from your Start menu (the search bar at the bottom of the Start menu)
When the Microsoft System Information program opens, select FILE and select EXPORT.
Save the information as MSINFO.txt to your desktop or other easily found location.
This is a large file so lets copy only important parts:

Copy and paste from [System Information] to [DMA].
Copy and paste from [IRQs] to [Memory].
Copy and paste from [Running Tasks], [Services], [Startup Programs] and [Windows Error Reporting].

Jurymen · 06/23/2008 11:04:25

Note: These steps are for Windows 98 and ME. Steps to generate this information for Windows Vista, 2000, and XP are above.

To create your DirectX Diagnostic (DXDIAG) information:

Click on the START menu, select RUN and type in DXDIAG and select OK.
When the DirectX Diagnostic tool opens, click on the SAVE ALL INFORMATION button on the lower right, next to the EXIT button.
Save the DxDiag.txt to your desktop or other easily found location.
Copy and paste the contents to your thread.

To create your MSINFO information:

Click on the START menu, select RUN and type MSINFO32 and select OK.
When the Microsoft System Information program opens, select FILE and on the dropdown menu, select EXPORT.
Save the information as MSINFO.txt to your desktop or other easily found location.
This is a large file so let’s copy only the important parts.

Copy and paste from [System Information] to [DMA].
Copy and paste from [IRQs] to [Memory].
Copy and paste from [Running Tasks] to [System Hooks].

Jurymen · 06/23/2008 11:05:00

Note: Please be aware, for liability reasons, that SOE cannot support nor troubleshoot any networking hardware/software you are using. We suggest contacting the manufacturer of your equipment/software or remove it prior to seeking technical help.

For connection issues, sometimes more information is needed. These posts should contain:

Server you currently playing on.
Any error messages you are experiencing.
Internet Service Provider you are using and type of Internet connection.
Do you have a firewall (even if you think it's disabled) between you and the Internet, or are you using any personal security/firewall software? If yes, what product and version.
Are you doing any Internet Connection Sharing or Network Address Translation? If yes, please provide details.

Please follow the steps that are specific to your operating system (below) for generating the Trace information.

Jurymen · 06/23/2008 11:05:22

Note: These steps are for Windows 2000 and XP. Steps to generate this information for Windows Vista, 98, and ME are below.

To generate your Trace information:

Click on the START menu, select RUN and type in CMD and select OK.
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:

ipconfig /all >> c:\mxoinfo.txt
tracert vector.matrixonline.com >> c:\mxoinfo.txt
tracert recursion.matrixonline.com >> c:\mxoinfo.txt
exit

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 "mxoinfo.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.

Jurymen · 06/23/2008 11:05:43

Note: These steps are for Windows Vista. Steps to generate this information for Windows 98 and ME are below.

To generate your Trace information:

Run CMD from your Start menu (the search bar at the bottom of the Start menu)
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:

ipconfig /all >> c:\mxoinfo.txt
tracert vector.matrixonline.com >> c:\mxoinfo.txt
tracert recursion.matrixonline.com >> c:\mxoinfo.txt
exit

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 "mxoinfo.txt " on the root level of your C: drive. You can use the Search bar at the bottom of the Start menu to locate it. Open the file using notepad/wordpad and paste the contents to the appropriate thread.

Jurymen · 06/23/2008 11:06:07

Note: These steps are for Windows 98 and ME. Steps to generate this information for Windows Vista, 2000, and XP are above.

To generate your Trace information:

Click on the START menu, select RUN and type in COMMAND and select OK.
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:

ipconfig /all >> c:\mxoinfo.txt
tracert vector.matrixonline.com >> c:\mxoinfo.txt
tracert recursion.matrixonline.com >> c:\mxoinfo.txt
exit

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 "mxoinfo.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.

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