You are viewing barbara_hambly

 
 
23 January 2014 @ 12:02 pm
Need assistance - World of Warcraft  
Anybody out there know how to get in touch with Blizzard Tech Support?
I'm having a problem connecting to WoW.
The "Initializing" screen simply stalls.
WoW has evidently discontinued its tech support lines. In order for THEM to call ME back, they require a laundry-list of "what's wrong", and I don't KNOW what's wrong, nor where to look for it.
Can anyone help me with this? How do I speak to these people, or to someone who can help me figure out even what they mean on their ticket that you have to fill out before they'll talk to you?
Many thanks for whatever help you can give,
 
 
( 12 comments — Leave a comment )
TuftEars: SCIENCE!tuftears on January 23rd, 2014 08:09 pm (UTC)
First things first, you might try clearing the cache.

Navigate to your WoW directory (typically "Program Files (x86)/World of Warcraft") and remove the Cache directory, then try WoW again.

In some cases, removing the WTF (yes, seriously) folder can help but try renaming it first because that directory also contains the configuration information for your account/characters, and if you remove it, you'll have to set all those keybinds, etc. again.

In the worst case, you could try uninstalling and then reinstalling WoW.
Sadie: Feathers and sparklesakkismos on January 23rd, 2014 08:14 pm (UTC)
I'd say giving your cache a clear-out might help sort out the possibility of expired logins (amongst other various things their servers can get choked up about). That'd be in your program files under World of Warcraft, typically under C:/ unless you're playing off another HD.

It could also be a problem on their end, in which case giving it a few hours might make it go away. If it's been doing it for longer than a day, though, chances are it's something your end/something with the account (for which cache-dumping is usually a first go-to). :)

Let us know what happens!
Sadie: Feathers and sparklesakkismos on January 23rd, 2014 08:15 pm (UTC)
Points to tuftears for more comprehensive directions!
neowolf2 on January 23rd, 2014 09:13 pm (UTC)
You may also be able to get in touch with them on twitter.

@BlizzardCS
Elizabeth Bartley: glass ballebartley on January 23rd, 2014 10:46 pm (UTC)
Glancing at the callback form at
https://us.battle.net/support/en/help/topic/wow/148
(I presume it's the same one you see) I think you can use it.

It looks like "I have a technical issue with my computer or my connection to the game / I cannot connect to the game" and then something along the lines of //When I try to start the game, it stalls at (describe the point at which initializing stalls)~

(I used to work tech support. Unless Blizzard's tech support is absolutely dreadful, they don't expect you to know anything other than the ways in which your computer is failing to do as expected.)

Personally, *I'd* guess that the warcraft client wanted to do updates and some anti-virus software was preventing it -- have you logged on successfully since Tuesday?
barbara_hambly: Party Hairbarbara_hambly on January 24th, 2014 12:35 am (UTC)
I have not logged on since last Friday.
It will not even send in a ticket, nor a request for a call-back, unless you can give specific file routes which I have no idea what they are or where they are. Simply saying, "The game is stalling at the Initialize screen", it will not even send in a request for a callback.
I am, I must say, rather horrified at the attitude about their players that this indicates.
Elizabeth Bartley: glass ballebartley on January 24th, 2014 06:40 pm (UTC)
I just went through the steps myself, and I see what you're talking about.

When I go through the form with the "I have a technical issue with my computer or my connection to the game / I cannot connect to the game" options, the next step of the process asks for files. But it doesn't ask for files which currently exist; it wants users to run some diagnostics, save the results to files, and attach the files you've created. I'm sure that they expect to need this information(*), but the process of getting it for them is more technical than I expect most users to be comfortable with. Their instructions for obtaining the files seemed to work for me (these are in separate pages linked to in "Trace Route" for the trace route and in "Where do I find this file?" for other items.)

If you'd like, I can try to walk you through getting the files the process demands; I'd need to know what operating system your computer is (Mac seems to have the same instructions for all versions, but Windows XP, Windows Vista, Windows 7, and Windows 8 all have different instructions.) Just send me a livejournal private message me if you want the walkthrough but you don't want to have it in public.
wmilliken on January 24th, 2014 01:54 am (UTC)
It looks like there's something major wrong with Blizzard's servers or network connections. I'm seeing all kinds of problems including problems with WoW login and inability to even reach their websites.

Elizabeth is able to log in, though.

There may be a network attack against Blizzard going on, messing up network connections.
wmilliken on January 24th, 2014 01:58 am (UTC)
And now I got in.

In technical terms, Blizz is just frotzed somehow....
neowolf2 on January 24th, 2014 02:52 am (UTC)
Blizzard just did a huge banwave on botters, so some of them maybe doing a DDOS attack in revenge.

(Stupid, because DDOS attacks are federal computer crimes.)
Elizabeth Bartley: glass ballebartley on January 24th, 2014 05:53 pm (UTC)
I doubt that's the problem if she hasn't been able to log in since last Friday.
barbara_hambly: Party Hairbarbara_hambly on January 24th, 2014 06:57 pm (UTC)
Elizabeth, MANY thanks. No, it isn't that I wasn't ABLE to log in since last Friday for technical reasons - my time is rationed so tightly (full-time writing, part-time job, taking classes...) that two hours on Friday evenings are all I'm able to play - which was one reason I was a bit anxious yesterday, since missing the available window on Friday means no play til the following Friday.

A walkthrough would be REALLY helpful if this occurs again, and I will take you up on it. (The connection worked perfectly this morning).

Actually, what would have helped most would have been a post on the Blizzard "Breaking News" board (which was the first place I looked) saying, "We're having connectivity problems today, please find something else to occupy yourselves for a couple of hours and then try again." Then I wouldn't have driven myself crazy trying to figure out what was wrong on my end, without doing damage to my system (which I really need for the deadline in five weeks).
( 12 comments — Leave a comment )