Customer Support Information request

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How do I send customer support my computer and internet information?

To help the support team in determining whether or not a problem is related to your computer setup, any information document on you computer is of great help. Attaching the document to the petition you send to customer support, can result in a quicker solution to the problem, as it is often required to correctly diagnose the issue at hand.

You can send us the file or files by either attaching it to the e-mail reply you receive ( sent to the e-mail address you associated with your EVE-Online account ) or by using the attachment box after logging on to My Petitions on our homepage and opening the petition there using an out of game browser.

Windows

Dxdiag

The Dxdiag file is vital information with any kind of technical problem you are suffering.

Here's how you retrieve the DxDiag document:

  1. To run the DirectX diagnostics tool: Press 'Start' and select 'run' or press 'Windows key + R' on your keyboard. Type dxdiag in the text field and Click "OK". When you do this, a window will pop up.
  2. Click the "Save All Information" button, located in its lower right corner.
  3. Once you have saved the file you can send it to us as described above.
  4. This small procedure can be invaluable to the support team and significantly reduce the time needed to gather the information needed to solve the problem at hand.

Pingplotter

If you are suffering disconnections or have problems connecting to the Tranquility cluster we should in most cases see what the problem is through a pingplotter test.

In order to thoroughly test your connection to the EVE server then we recommend that you download a program called pingplotter which is available here http://www.pingplotter.com/downloads/pngplt_2.exe If you are running a hardware firewall (SPI Firewall) on your router you will need to disable it, as otherwise this program won't work.

After starting up pingplotter do the following in the program:

  1. Under "Adress to trace" put the following value in the box: 87.237.38.200
  2. In the bottom left corner in the box "# of times to trace" put the value 1500
  3. In the bottom left corner in the box "Trace Intervals" change it to 2.5 seconds
  4. In the bottom left corner in the box "Samples to include" change it to 1500.
  5. Click on "Trace" button in the bottom left corner.

When it's completed save it as the sample set ( pp2 ) attach the file to the petition as described at the top of this page.

Logserver

In cases of crashes and/or lockups a logserver file will show us a great deal of information.

(to minimize problems with this, its recommended that you either restart your computer or check Task managers process list for unresponsive instances of Eve.exe)

  1. Find your Eve folder in Windows Explorer
  2. When you have the Eve folder open, find "logserver.exe" and launch it (Do NOT have EVE running)
  3. Select "File" -> "New Workspace"
  4. Start Eve like you would normally do
  5. When you have reproduced the bug, Eve crashes or when you kill the process if it hangs, select "File" -> "Save workspace as..." and save the workspace in a place you'll find it again.
  6. Attach the file to the petition as described at the top of this page.

Crashdump/Minidump

If the client is crashing we'll need a crashdump ( if one is generated )

  1. Locate a subfolder of you Eve folder called "Logs" (f.ex "C:\Documents and Settings\%username%\Local Settings\Application Data\CCP\EVE" if you are on Windows 2000/XP and "C:\Users\%usernames%\AppData\Local\CCP\EVE" on Windows Vista and Windows 7" )
  2. Find the .dmp file with the most recent time stamp. Files called #error*.txt are useless.
  3. In some cases the whole computer crashes, in these cases we'll need a Dxdiag file and a minidump file.
  4. The minidump file is in most cases located under C:\Windows\Minidump, in some cases however it can be found on your C: drive root.
  5. When you've found the file attach it to the petition as described at the top of this page.

Macintosh

System Information Profile

The System Information Profile is OS X's Dxdiag information

1 Select "About This Mac" from the Apple Menu (The picture of the Apple on the System Menubar)
2 
If you have OS X 10.6 ( Snow Leopard ) 
Click the "More Info..." button on the "About This Mac" dialog that appears.
If you have OS X 10.7 ( Lion ) 
Click the "System Report" button on the "About This Mac" dialog that appears.
3 Select "Save" from the System Profiler File menu
4 Save to a file on your Desktop in "System Profiler 4.0 (XML) and as a Rich Text Format (RTF)"
5 By default this creates a file named .spx and for the Rich text a .rtf
6 Save the information as both file types
7 Attach the fils to this petition by replying to the e-mail or opening it under My Petitions and use the attachment option there.

( make sure you select a location where you can find it again )

Please note: CCP will not under any circumstances use the information within the System Information Profile outside of CCP. If you wish you can remove everything listed below Software when saved as an RTF file

Traceroute Information

In cases of connection problems receiving traceroute information will help diagnose those.

  1. Open the Terminal application.
  2. There type the following traceroute -P ICMP 87.237.38.200 and press Enter.
  3. Copy paste that information into the petition window so we can see how you are routed,
Hint: The default setting for the Network Utility is to use a different type of packets which do not go all the way through it seems and thus the rest of the information is missing. This is why the information from the Network Utility does unfortunately not help us.
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