EVE General Discussion

In fleet fight on 08/19/2012, jumped through a gate, ship/client is unresponsive, although the battle is raging around me. An error box pops up with a big red stop sign that says "FATAL. Your character has repeatedly failed loading on the server.This indicates a fault and support personnel need to be notified. Please file a petition. " Read that carefully.

So i file the petition, andf guess what? CCP says the logs show nothing. They can't reimburse. They don't keep logs of that type of error message. I searched client side as well, and game logs contain nothing.

I am confused. Why the hell have a message that directly tells paying customers to file a petition, when all you do is ignore it? Even more, why have the ability to send the error message at all, if you keep no logs of the fault or the message itself?

I mean, they TOLD me to file the petition. Then they dismiss it. Enough is enough. CCP needs to start fixing these issues.

Bawwww more losses happen.

So your not gonna get your rifter back? ug that is lame.

The 'OMG CRY SOME MORE' response is getting pretty old. This guy lost a ship because of an error - is it wrong for him to express his disappointment? There are plenty of geniune tears out there, you don't need to go finding them where they aren't.

Don't expect to get it back any time soon. I had an argument with a GM where I was told that the logs showed nothing when I was given a warp error of natural phenomena when I was only just in jump range of a gate. I eventually asked him if I should record my client every time I play to show evidence to which he said that they don't accept player submitted evidence.

Moral of the story is don't expect anything.

The logs show us a lot of things. Without looking into this myself (in other words, I don't know what was said exactly, I am going solely on what is being said in this thread) you were likely denied reimbursement because of section 1.5 of our reimbursement policies:

"Any losses of any kind resulting from a large-scale player engagement are not covered by this reimbursement policy."

The meme "the logs show nothing" is incredibly incorrect. Our logs show us a lot of information; almost everything that happens on our server. However, the meme came into being due to bad communication on our part in the olden days. We have to deny many reimbursement requests due to issues outside our server (connection issues, ISP issues, a hop/node falling over somewhere on the internet, a user's PC crashing or losing connection, a client error or bug, etc). These things are, obviously, not logged on our server because they don't happen on our server. Unfortunately we do not have unlimited access to every device connected to the internet (if we had I think many government agencies would be interested on how we would be doing that) and thus we have no way to verify what happens on any machine outside our own. That is the use case where you will receive a "nothing was wrong on our server, it must be caused by something outside our server, but we have no way of knowing what that is; sorry, but we cannot reimburse for that" reply.

Tl;dr

- Our logs show almost everything (though gaps do exist; they are not perfect)
- We cannot log what is happening outside our servers and thus cannot verify non-server side issues
- We only reimburse for server side issues (because EVE is a competitive game and this is the only way we can ensure everyone is treated equally)

Yes they're not, and if you report something isn't logged which should be(GM say they should see it), they do nothing with it, unless you press the issue hard. (3 petitions, 2 bug reports and 20 months later, finally some progress but not there yet).
Actually, you even a get senior GM say that the logs aren't flawed. But that they just can't log everything due to the scope.

i had a gm say to me

"yeah we know fleet warping to a bookmark at range wasn't working, but we fixed it now. not going to reimburse since individual warp at range was working fine"

yep



never mind the fact that squad members may not have said bookmark, squad members may have been instructed to wait for warp, the squad may want to warp at the same time etc. nope, 100% player fault

So you lost connection/crashed, the game told you to send petition, you did send it, they looked at it and saw nothing extraordinary or worthy of reimbursment and closed your petition. The question is, why are you complaining? The game didn't say petition to get your ship back.

Agree, CCP should provide reimbursement for network latency related issues. Then i would attach a big fat red button to my keyboard, that would enable ipfw delay rules for some good old rubberband lag.