New address for MMCC3 servers

[Dundradal]

Haven't even received a reply from the support desk yet and that was a week ago.

So what's the deal here? I'm trying all the avenues that I've been told but I'm getting nothing back from you guys...just a simple "ok problem noted we'll get to it" would suffice...instead I've gotten an admin with an attitude and silence....not trying to be negative here but you see my point of view?

[Andrew Williams]

Problem noted and passed on the the persons responsible...................

it has been months now and they haven't done anything.

Those are the facts, not an attitude.

[Andrew Williams]

I was hoping to have the three servers host 3 different mods this year.

Paladin was working on a WF mod but has also disappeared since the servers went down


tm.asp?m=2320660

[Dundradal]

Well that's nice...I understand you are stating facts, but I'm someone who just purchased your product and instead of trying to be helpful you respond with you "don't have time to reset servers 12 times a day." Very well then, tell the people who are paid to reset them to do just that.

I paid for this product with a very specific purpose in mind. This purpose is impossible because of the failure to maintain the servers. I've been polite about this. I asked at the forums what to do...you said talk to support desk...well I haven't heard a peep back.

If anything I'm getting a bit annoyed by this. It's not like I'm asking for the keys to the castle here, just to have a stated part of your product work as advertised! It currently does not.

I'm trying to be polite here and see what I need to do to lit a fire under someone's ass...but instead it seems like a run around and that's BS...

Who do I need to call/email/etc to get something done here?

[Andrew Williams]

I'm sorry

I am part of the development team that has worked on the CC series.... S3T, and I have administered the MMCC3 campaigns since they were released.

The servers (hardware) are provided by matrixgames and that is where the problem is, they are re-booting multiple times per day.

I am not a matrixgames employee despite having administrator in my sig... apparently that is how I get forum privileges here.


I don't know who you can call.. I've contacted everyone at Matrixgames right up the the top.

I have had no answer from them and neither has, I believe, anyone else who has contacted matrixgames about the MMCC3 servers in the last few months.

I can only encourage you to take any avenues you can think of to get the issue resolved... all my efforts have been to no avail.

Others are also trying to get the issue resolved but the reports I've had are basically the same result that you are reporting.


Good Luck

[Dundradal]

Well that's discouraging...however Matrix can expect a regular phone call/email/help desk entry from every week starting this week until the problem is fixed. I didn't mean to blame you, but having admin privs and the staff logo I figured you might be able to help. Thanks for at least explaining the situation.

It's stupid for them to advertise a product and then once purchased not all the features function.

I'll start tomorrow after work calling the main switchboard and asking for someone to help and I'll keep doing it until the servers are back up.

[Dundradal]

I can report now that the MMCC3 servers are up and running. EDIT: However it seems that the campaign is almost at an end. There is a single german map that is surrounded...Andrew does that mean you can now reset the game?/EDIT

They were reset April 26th. My apologies for not checking my help desk issues...I didn't receive an email that it had been resolved.

[Andrew Williams]

I've reset the servers 3 times today.

[Andrew Williams]

I see you are on the 2108 server

try the 2110 server as the campaign has just started there.

Let's see how long they stay up for

[Andrew Williams]

Did you get a helpdesk reply?

What did it say?

[Dundradal]

Solution:

Hi
All servers reset and working, enjoy!







[--- UPDATED: 4/21/2010 11:29:31 PM BY AGENT: Daniel Heath ---]

[Andrew Williams]

LOL... nice one.

[Dundradal]

Well at least it seems they respond there if I lodge an issue.

Thanks for the help Andrew. I really hope you can get those mods up and running I'd love to try them out (I'm still learning MMCC3...)

[vonB]

Can you confirm they are still up and running? I have been trying for the past couple of days on and off without success - the connection always fails. If you are able to get to the Campaigns ok, then I will have to check my own connectivity...

For example, I just tried now, and can't connect.

[Dundradal]

I can confirm they are back down again.

I'll send another help desk report....

EDIT: Help Desk report filed. I'll let you know when I get a response.

[Andrew Williams]

The physical servers keep rebooting as far as i can tell.

I've notified matrixgames but they don't reply to me.

I can sit on my PC and restart the mmcc3 servers every time the physical servers reboot but you'll have to send me $100 a day to do that ;0)


If Daniel Heath reset the servers he only created one more restart for me to attend to.

What ever is causing the physical servers to reboot multiple times daily is the problem that needs fixing..... previously they ran for months on end without having to be reset except when campaigns finished.

[Dundradal]

I already paid $50 for the game..... [;)]

So do I need to lodge a more serious complaint here with them?

This is certainly not something I'm happy with as a paying customer and its starting to negatively effect my opinion of matrix...which has always been very high until now.

[vonB]

When we first launched CoI, the MMCCIII Campaigns ran with no problems.

I have no idea what has changed since then, though I guess they were moved on to a new Server? It has to be a Windows Computer (does not even *need* to be a Server), and has to have the MS Java VM installed. If they are using the latest Windows Server, there could be a compatibility issue (Windows 7 reports a compatibility issue with the MSJVM, though you can ignore the error message when installing it and it seems to work anyway). Whatever the reason, I believe they are duty bound, if not legally bound, to provide the Service.

We all appreciate that technology can present us with challanges, but the lack of communication from Matrix (Andrew excepted) is appalling. For politeness sake, I refrain from venting my true opinions.....

I have asked Trading Standards for advice and waiting their response.

[Dundradal]

What's funny is that the help desk says they will email me when it is fixed, yet I never got an email when they reset them the first time.

I've sent another (new) request to them since my updated issue seems to be either ignored or lost.

I'm going to keep it up until hopefully something happens.

[Andrew Williams]

Just restarted the 3 servers again... 2nd time this morning.