Customer Support Information request
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.
The Dxdiag file is vital information with any kind of technical problem you are suffering.
Here's how you retrieve the DxDiag document:
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:
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.
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)
If the client is crashing we'll need a crashdump ( if one is generated )
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 )
In cases of connection problems receiving traceroute information will help diagnose those.
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