FIST HALF READ UP

Response Tongariki T. via Email 02/27/2015 07:43 AM Greetings ClutchBot,

We apologize you are having issues accessing the game. Please, run through these steps and let us know the results of each one.

1.Windows Updates

Please run Windows updates and ensure to have automatic updates activated in your control panel. For further information and a tutorial, see this Microsoft Support article here (http://support.microsoft.com/kb/306525

1. Running a Virus and Malaware Scan.

Let's run a virus and malaware scan, as these are known to edit system settings causing issues with the game. Run your antivirus scan while the LaunchPad and game are running as to detect issues affecting the game. Feel free to use Microsoft Security Essentials( http://windows.microsoft.com/en-us/windows/security-essentials-download ) or others of your choice.

Then, let's run a Spyware scan as these are known to crash the game and cause connection issues. Feel free to use Malwarebytes Anti-Malware ( https://www.malwarebytes.org/ )

1. Anti-Virus & Firewall Software

As much as we love security, there are cases where it is possible that your Security Software, such as Anti-Virus and Firewall, may be blocking the connection. I would recommend adding exceptions to the Anti-Virus and Firewall to allow the game through the filters. We do not recommend disabling security software, however if you wish to do so, please remember to re-enable it once testing is completed. Please refer to the Knowledge base article for assistance with these steps: http://help.soe.com/app/answers/detail/a_id/7515

1. Bypass the Router

2. Unplug the power to your modem.

3. Follow the Ethernet cable from the modem to the router.

4. Unplug it from the router.

5. Plug this end into your computer.

6. Plug the power back into your modem and let it start up.

7. Restart your computer.

8. Attempt to connect to the game.

If this succeeds, it means that your router is unable to maintain the connection. Your router may need a firmware update or it may need to be replaced. For information on updating your router's firmware, please contact your router's manufacturer.

1. Windows Proxy Settings

Please refer to the Knowledge base article for assistance with these steps: http://help.soe.com/app/answers/detail/a_id/28400

1. Reset Internet Options

First, make sure to have all browsers and the Launchpad closed. Next, go to Start > Control Panel > Internet Options > Click the Advanced Tab. On the Advanced Tab afterwards click Reset > Delete Personal Settings > and click Reset. Then go back on the Internet Options and on the advanced tab. scroll down to Security and un-check "Check Server Certificate Revocation" and Do Not Save Encrypted Pages to Disk then click on Ok.

1. Flush DNS & Reset Winsock Settings:

2. Click the Start button in the bottom left-hand corner of the screen.

3. On the Start Menu, click within the search box and in the field type "run" without the quotations (or for previous versions of Windows click the "Run" option).

4. In the box which pops up type in "cmd" without the quotation marks.

5. A command prompt will now appear. In this window type in "ipconfig /flushdns" with no quotes. Once it says successful, reboot your machine and try accessing the game once again.

In the case that your issue persists you will need to try resetting your system's Winsock settings. To do this, re-open the command prompt windows using steps 1 - 3 listed above and type in the command "netsh winsock reset" with no quotes. Once it says successful, reboot your machine and try accessing the game once again.

1. Obtain Network Information (Netinfo)

Lastly, if issues still persist we'll need you to follow these instructions to create a diagnostic file that will help determine the quality of your connection to our servers:

1. Go to Start > All Programs > Accessories, right-click the Command Prompt and select "Run as administrator" Windows 8 - Press the WINDOWS and X keys together and then click on Command Prompt (Admin). Click Yes to the User Account Control message that appears.

2. Copy and paste the below commands into your command prompt. You can paste into your command prompt by right clicking and selecting paste.

ipconfig /all > c:\netinfo.txt tracert lp.soe.com >> c:\netinfo.txt pathping lp.soe.com >> c:\netinfo.txt

These commands will not output to the command prompt, they will create a file named c:\netinfo.txt

NOTE Please make sure to run each command one at a time and give each command several minutes to complete. This will allow opportunity to go grab a snack, watch an anime or read your favorite book while waiting for the commands to complete. Since these commands are writing information to a file, it will appear as though nothing is happening for a while, especially on the second and third commands. Make sure to wait for the cursor to pop up again and allow you to type before proceeding to the next command. Once complete, please attach the file c:\netinfo.txt to this ticket.

Thank you for your patience and cooperation. If you have any more questions or concerns, please let me know.

Regards,

Let me know if you have any other questions! Your reference number for this contact is: 150221-000385.

TSR Tonga T. DayBreak Games Account, Billing, and Technical Support Contact us here: http://help.soe.com/app/answers/detail/a_id/28939 Customer ClutchBot soe via CSS Web 02/25/2015 02:18 PM Hey Alex, Thanks for the response, unfortunately same error is occuring Response TSR Alex S. via Email 02/25/2015 09:34 AM Salutations ClutchBot,

Thank you for contacting DayBreak Games. I understand that you've done quite a bit of troubleshooting already. Rebooting the system and a complete reinstall should have been able to fix the issue but It doesn't sound like it was successful. After reviewing your Msinfo, I was able to find a substantial amount of programs running in the background.

I'd like you to follow these instructions for a fresh restart of your computer without unneeded programs running in the background.

1) Click Start, type msconfig in the Start Search box, and then press ENTER.

2) If you are prompted for an administrator password or for a confirmation, type the password or provide confirmation.

3) In the System Configuration Utility window, click Selective Startup on the General tab. Then unselect 'Load Startup Items.'

4) Then click the Services tab and check the box to Hide All Microsoft Services. Click Disable All. If you do not wish to disable anti-virus or security software as part of the troubleshooting process, you will need to add check-marks next to those services again.

5) Click OK and restart your computer.

This is not a permanent solution but if it does resolve the issue it means there is a third party program interfering with the game. To return your system to it's normal configuration after testing with the cleanboot, simply open the System Configuration Utility window again and select Normal Startup (instead of Selective Startup). Click OK and restart your computer.

Sincerely,

Alexander S Forum Support Specialist Technical Service Representative, Tier 2 DayBreak Games Customer ClutchBot soe via CSS Web 02/24/2015 11:11 PM Still require help please tell me something Customer ClutchBot soe via CSS Web 02/23/2015 02:47 PM So more info for you guys what happens when i start the game from steam i don't see any windows open just the awesomium process open and the close after 3 seconds, if i try open the H1Z1.exe it does the exact same thing please Help Customer ClutchBot soe via CSS Web 02/22/2015 08:09 PM added all the logs in the launchpad logs folder hope this helps Customer ClutchBot soe via CSS Web 02/21/2015 06:32 AM HALP! Auto-Response 02/21/2015 06:25 AM This is a courtesy message that has been generated based on you selecting the category: Technical Support.

Based on the category that you've selected we will need you to send us two files about your computer so we can determine the cause of your issue:

DxDiag.txt MSinfo.txt

We have included instructions on how to generate them below at the bottom of the email.

To create the files on your hard drive, please follow these instructions:

DxDiag.txt - Press and hold the Windows key and tap the R key on your keyboard. - In the box that pops up type DXDIAG and press Enter on your keyboard. - Click the "Save all Information" button, located at the bottom of the program window. - In the "Save As" box click the icon in the top bar. - Select the desktop and save the file as "dxdiag.txt"

MSinfo.txt - Press and hold the Windows key and tap the R key on your keyboard again. - In the box that pops up type MSINFO32 and press Enter on your keyboard. - Click on the "File" menu and choose "Export..." - Select the desktop and save the file as "MSInfo.txt"

Please attach these two files to this ticket. Once the files are attached to this ticket please respond so we know to review your issue. If you have already attached these files then please respond to this message and a Technical Support Representative will start reviewing your petition soon.

Thank you for your patience. Customer ClutchBot soe via CSS Web 02/21/2015 06:25 AM So i have tried to validate the game files, Reboot system, Re installed, clearing cache, tried moving to a different hard drive including ssd, the game dosent even appear to open just runs the launcher process for 3 secs then immediately closes please help !!!

FIRST HALF