NCsoft Website Issues - Guild Wars Guru archive powered by Guild Wars Legacy

Regina Buenaobra

ArenaNet

Join Date: Apr 2008

Me/

24 Apr 2009 at 23:23 - 1

The account management and billing system servers are under heavy load due to the following:

The GW 4th Anniversary Update
City of Heroes Architect Update and new features
Steam implementation

As I've said before in other threads, the NCsoft billing team is working to correct the load problems. Some players have also experienced errors when trying to redeem the free storage promo. The billing team also knows about this and they're working on the issues.

The NCsoft team is doing the following to correct the issues and help improve and restore responsiveness:

Old database hardware was replaced with new/faster hardware.
They've upgraded a database used to manage web sessions, and they're rolling out an improved session manage
There are rolling out new webservers very soon. The servers are being tested before coming online.

The team is very aware of the issues and they're continuing to work on them. We apologize for the slow load times and errors that some are experiencing.

Thanks!

Jecht Scye

Wilds Pathfinder

Join Date: Dec 2005

Lucky Crickets[Luck]

N/Me

24 Apr 2009 at 23:33 - 2

Thank god, 4 hours and I still don't have my 4th year slot.

Apollo Smile

Wilds Pathfinder

Join Date: Jan 2008

[LORE]

E/Mo

24 Apr 2009 at 23:34 - 3

Thanks for the heads up. What of the errors people are getting for FREESTORAGE? I got my bonus storage but many are having trouble still.

Eduhard

Frost Gate Guardian

Join Date: Dec 2007

X Knock Out X [KO]

Me/

24 Apr 2009 at 23:35 - 4

Thanks regina.

Silent Coyote

Frost Gate Guardian

Join Date: Nov 2005

UK

E/N

24 Apr 2009 at 23:35 - 5

Thanks very much for the update. I received a maximum number of uses exceeded error but it hasn't shown up in game yet, I guess I'm just being impatient and it will show up once the server issues have been sorted.

BenjZee

Forge Runner

Join Date: Dec 2006

The Overacheivers [Club]

Mo/

24 Apr 2009 at 23:38 - 6

TANKS
saved me copying that just then to

Stuart444

Krytan Explorer

Join Date: Aug 2007

Alexandria, Scotland

The Charter Vanguard [CV]

W/

24 Apr 2009 at 23:39 - 7

Appreciate the update Regina, thanks

Qing Guang

Wilds Pathfinder

Join Date: Nov 2008

California

Lucid Spirits [LIFE]

N/A

24 Apr 2009 at 23:39 - 8

Arigato. I'd figured that it was all just site overload from everyone trying to get their new pane.

Curse You

Furnace Stoker

Join Date: Apr 2006

South Pole

The Magus Order

N/Mo

24 Apr 2009 at 23:42 - 9

I hope this speeds things up soon, it's been slower than my high school's computers, and those things are slow.

Regina Buenaobra

ArenaNet

Join Date: Apr 2008

Me/

24 Apr 2009 at 23:43 - 10

Quote:

Originally Posted by Apollo Smile

Thanks for the heads up. What of the errors people are getting for FREESTORAGE? I got my bonus storage but many are having trouble still.

Those have to do with site load problems, we're told. If people are continuing to experience problems with this, they've told us to advise players to file a support ticket.

DarkWasp

Desert Nomad

Join Date: Mar 2005

Paradise

Agency Of Forbidden Fruits [Oot]

R/A

24 Apr 2009 at 23:47 - 11

Yeah, some of us are trying to use Forgot Password and we can't until the server lightens up.

I can't find any old emails saying that I signed up, but I'm pretty sure I did.

Gun Pierson

Forge Runner

Join Date: Feb 2006

Belgium

PIMP

Mo/

24 Apr 2009 at 23:53 - 12

Thanks for the update on that.

HawkofStorms

Hall Hero

Join Date: Aug 2005

E/

25 Apr 2009 at 00:14 - 13

Question. Since I can't even load up the NCSoft site, when is the deadline to redeem this 4th anniversary storage? (hopefully they will give us enough time and maybe even an extension if the site is still having so much trouble)

Jecht Scye

Wilds Pathfinder

Join Date: Dec 2005

Lucky Crickets[Luck]

N/Me

25 Apr 2009 at 00:14 - 14

Got the free storage pane, it took 4.5 hours of page refreshes though.

MMSDome

Raged Out

Join Date: Sep 2005

25 Apr 2009 at 00:14 - 15

Quote:

Originally Posted by Jecht Scye

Thank god, 4 hours and I still don't have my 4th year slot.

Yea waited at least a year and now they make you wait another 4 hours, just terrible.

Verene

Furnace Stoker

Join Date: Jan 2009

[SOTA]

D/

25 Apr 2009 at 00:17 - 16

Quote:

Originally Posted by HawkofStorms

Question. Since I can't even load up the NCSoft site, when is the deadline to redeem this 4th anniversary storage? (hopefully they will give us enough time and maybe even an extension if the site is still having so much trouble)

It's until May 31st, if I remember correctly.

Kalendraf

Academy Page

Join Date: Aug 2007

Cedar Rapids, IA

Charter Vanguard

W/E

25 Apr 2009 at 00:33 - 17

Quote:

Originally Posted by Apollo Smile

Thanks for the heads up. What of the errors people are getting for FREESTORAGE? I got my bonus storage but many are having trouble still.

After entering the code, the next page displays the following message:

Invalid Coupon Code. The coupon code you have entered is either not available on this product, or you have exceeded the maximum number of uses.

The error happens even if it is your first try. The extra panel is never added to your storage.

FengShuiDove

Forge Runner

Join Date: Sep 2007

Trinity of the Ascended [ToA]

A/

25 Apr 2009 at 00:44 - 18

Guess we know the first thing our upgrade purchases went to

.

Thanks for the update Ms. Regina.

Kay84

Krytan Explorer

Join Date: Dec 2005

Netherlands

[DVDF]

E/

25 Apr 2009 at 00:50 - 19

Cool, thanks for the update Regina.

Nukey

Academy Page

Join Date: Oct 2006

25 Apr 2009 at 02:59 - 20

Regina - In case you don't already know, some of us are getting:
"Invalid Coupon Code. The Coupon Code you have entered is either not available on this product, or you have exceeded the maximum number of uses."

If you could pass that along, that'd be great!

Thanks

Jecht Scye

Wilds Pathfinder

Join Date: Dec 2005

Lucky Crickets[Luck]

N/Me

25 Apr 2009 at 03:41 - 21

Nukey, I was in that boat a little while ago. Just keep trying to hit the back button and retry the operations you've done before as the error that is being thrown isn't accurate. I think it's just a mix-up of where the web-team decided to throw exceptions, and they weren't really thought through.

Kityn

Krytan Explorer

Join Date: Mar 2005

Michigan

Heroes of the Horn [HoH]

N/

25 Apr 2009 at 03:50 - 22

Quote:

Originally Posted by Nukey

Regina - In case you don't already know, some of us are getting:
"Invalid Coupon Code. The Coupon Code you have entered is either not available on this product, or you have exceeded the maximum number of uses."

If you could pass that along, that'd be great!

Thanks

Using the lower case 'freestorage' worked for me. Could be just a coinsidence.

Nukey

Academy Page

Join Date: Oct 2006

25 Apr 2009 at 03:55 - 23

The store is back up, fast (or it was), and worked for me; finally

Amon Warrior

Lion's Arch Merchant

Join Date: Sep 2006

W/

25 Apr 2009 at 04:08 - 24

As I stated in other threads, I cannot access the NCstore store due to regional restrictions. Because I play from China, the free xunlai storage promotion is out of my reach.

Is there anything that could be done about this? How can I get this promotion without having to resort to backdoor methods?

Jecht Scye

Wilds Pathfinder

Join Date: Dec 2005

Lucky Crickets[Luck]

N/Me

25 Apr 2009 at 04:12 - 25

Quote:

Originally Posted by Amon Warrior

As I stated in other threads, I cannot access the NCstore store due to regional restrictions. Because I play from China, the free xunlai storage promotion is out of my reach.

Is there anything that could be done about this? How can I get this promotion without having to resort to backdoor methods?

Without a way to get beyond the great firewall of China, I'm not sure there is mate.

Amon Warrior

Lion's Arch Merchant

Join Date: Sep 2006

W/

25 Apr 2009 at 04:26 - 26

Quote:

Originally Posted by Jecht Scye

Without a way to get beyond the great firewall of China, I'm not sure there is mate.

If it would be because of that, I wouldn't be able to access the website at all or even my account. I can browse through and do everything BUT purchase from the store. That's been a policy from NCsoft for a while now. Unless they change this or ArenaNet gets the promo to the In-Game Store as well, I'm stuck.

Either that or go through a proxy and I shouldn't have to resort to that...

cthulhu reborn

Wilds Pathfinder

Join Date: Jan 2007

the Netherlands

W/Mo

25 Apr 2009 at 05:18 - 27

Well, I just hope that support will get me my account details quick enough so I can get my free pane.
Since I buy everything either at a real store or from the GW shop I don't normally use my NcSoft account. I vaguely remember making it a long time ago but no idea even what the user name was. I doubt support will get back to me within 24 hours as they promise, so I just hope I won't miss out because of them being late.

All in all, I find it a bit of a poor way to only offer the free pane via NcSoft. I would've expected at least an option for paying customers who bought some of the new stuff in the GW shop to have it added automatically to any paid order. Aside from being very handy to have it at the GW store it would've also alleviated the website.

We live in a world where we need an account and password for everything. I can't possibly keep track of em all, all of the time, so I really think it was a poor decision to run it via the NcSoft website as it is.

All in all, I just hope that I won't miss out because I have to wait on support to get back to me.

Aldo wants more

Academy Page

Join Date: Dec 2008

Glesga, UK

25 Apr 2009 at 05:21 - 28

Just noticed the NCSoft website has closed for maintenance, maybe this downtime will allow the techs to solve the problems which we are all having.

Looks like I was hoping for too much. I think i'll wait till after the weekend to try again

lilDeath

Krytan Explorer

Join Date: Sep 2006

Treehouse #1

W/

25 Apr 2009 at 10:16 - 29

Well, the NCSoft Store has always been slow, the whole site actually. It is a terrible site to be honest.

But only offering this free pane on the NCSoft store is nothing but a ploy to get people signed up and hope people buy from the NCSoft store. The FREE pane has nothing to do it, it isn't free after all in this respect.
They could have added it truly FREE like they added the previous campaign panes, i.e. AUTOMATICALLY when you login.

But, no... hoops had to be jumped.

With issues like this, it pretty much backfired. There are lots of EASIER ways to buy these items, instead of struggling like this.

I finally managed to get mine sorted. This after I have been trying for close to 18 hours.

So, in the end, thanks for sorting it out.

Oh, capacity plan much?

EDIT: OMFG, something's wrong! The NCSoft Store is FLYING! Within 1 minute (yes, 60 seconds) I managed to add my 'FREE' pane on my account...

MrTickle

Lion's Arch Merchant

Join Date: Aug 2006

delete this account

N/

25 Apr 2009 at 10:36 - 30

I finally get in to get my free storage \o/

Then I thought I'd buy a makeover since the store seems to be working faster but I got this error:

As a security measure we limit individual online serial code purchases. We apologize for the inconvenience. Please try again later. If you have further questions please visit this Support Center article Online Code Purchase Limits.

I've NEVER used this credit card in the store before. I guess they don't need/want my £5.99. I've not had an email to say whether they have taken any money or not so I'll have to go to the bank next week

Aldric

Wilds Pathfinder

Join Date: Jul 2007

[IG]

R/

25 Apr 2009 at 11:02 - 31

are these NCSoft accounts the same details as the Ingame store accounts?

and if so how the hell do you find out the details to log into the NCSoft website?

nm, finally got intot the site and created a new account but it wouldnt link it as that GW account is already linked to another NCSoft account so i assume a support email for the details is in order.

Hell of a stupid way to give something for free.

Fril Estelin

So Serious...

Join Date: Jan 2007

London

Nerfs Are [WHAK]

E/

25 Apr 2009 at 11:36 - 32

Regina, in case you haven't heard yet, the NCsoft website may be browsed faster with the Chrome browser.

Quote:

Originally Posted by Aldric

are these NCSoft accounts the same details as the Ingame store accounts?

and if so how the hell do you find out the details to log into the NCSoft website?

I believe it is. And you can't. Look in your old emails, or simply try to contact Support with details of your GW account?

Aldric

Wilds Pathfinder

Join Date: Jul 2007

[IG]

R/

25 Apr 2009 at 11:42 - 33

Quote:

Originally Posted by Fril Estelin

Regina, in case you haven't heard yet, the NCsoft website may be browsed faster with the Chrome browser.

Seems to be fine today , raced through it making an account in a few mins. (firefox used)

lilDeath

Krytan Explorer

Join Date: Sep 2006

Treehouse #1

W/

25 Apr 2009 at 13:25 - 34

I highly doubt using Chrome is the solution to access this NCSoft site.

I tried all my different browsers yesterday - from FF, IE and Chrome (which I installed yesterday specifically for this).
I stuck to Chrome since it is a light-weight browser anyway and it does not have as many in-process garbage running like IE and FF is prone to do.

This morning, Chrome was still not working - time-outs, errors, cannot login (site not even getting to login page, etc) and then about 3 hours ago the site became a lot faster.

I believe they fixed the website by making the changes to the DB's and web servers like Regina said in the OP.

I also believe the reasons some people were not having any issues are due to their ISP connections and networks being optimum TO the NCSoft website. It does not have anything to do with the browsers imo.

Jecht Scye

Wilds Pathfinder

Join Date: Dec 2005

Lucky Crickets[Luck]

N/Me

25 Apr 2009 at 16:02 - 35

Quote:

Originally Posted by Amon Warrior

If it would be because of that, I wouldn't be able to access the website at all or even my account. I can browse through and do everything BUT purchase from the store. That's been a policy from NCsoft for a while now. Unless they change this or ArenaNet gets the promo to the In-Game Store as well, I'm stuck.

Either that or go through a proxy and I shouldn't have to resort to that...

My mistake, I was thinking you couldn't even reach the NCSoft website.

V??na R??nd??ttir

Ascalonian Squire

Join Date: Jan 2007

Hong Kong

Astral Travellers[OBE]

R/

30 Apr 2009 at 10:21 - 36

Like Amon Warrior I can't use the NCsoft store for anything from Guild Wars. I am English but I live in Hong Kong (where internet access is not censored like in mainland China), and have 3 Guild Wars accounts, only one of which is Chinese (the other two are English, and I"m not sure whether NCsoft sees them as American or UK accounts.) I get fast response from the NCsoft store now, and I remembered the difference between my NCsoft support account and my PlayNC account, and I remembered both passwords, but the NCsoft store just shows me a blank set of options (as in the thumbnail below). If I go through a proxy server, eg in the UK, then I do see all the options to buy things, but I don't want to put my login username and password through a proxy. I have received no reply from the support ticket I raised some days ago yet. I hope that means that someone is working to take care of the forgotten and almost abandoned Asian Guild War gamers like me. I'm guessing that when ANet moved the Taiwan GW server to US, they forgot to move the NCsoft related accounts with them.

Miss Puddles

Jungle Guide

Join Date: Jun 2005

California

Shiverpeaks Search And Rescue [Lost]

Me/

30 Apr 2009 at 15:58 - 37

Quote:

Originally Posted by MrTickle

I finally get in to get my free storage \o/

Then I thought I'd buy a makeover since the store seems to be working faster but I got this error:

As a security measure we limit individual online serial code purchases. We apologize for the inconvenience. Please try again later. If you have further questions please visit this Support Center article Online Code Purchase Limits.

I've NEVER used this credit card in the store before. I guess they don't need/want my £5.99. I've not had an email to say whether they have taken any money or not so I'll have to go to the bank next week

Have you tried buying the pack from the ingame store?

rohara

Krytan Explorer

Join Date: Nov 2006

Rt/

30 Apr 2009 at 16:08 - 38

I'm having trouble applying the free storage upgrade to one of my accounts. I put in a support ticket on Tuesday and haven't heard anything yet...I hope I don't get boned out of the upgrade just because support is swamped and can't get to everyone before the "limited time offer" runs out!

Rico Ric

Ascalonian Squire

Join Date: Jul 2008

Atlanta, GA

Nice but Deadly

W/Mo

01 May 2009 at 01:52 - 39

Just a small attaboy to the NCsoft support folks:

Thanks, they really did make good on theyre promise, Although everyone was real anxious to get a nice little add on to there account(s), a little patience also goes a long way.

Still satisfied.

Fitz Rinley

Wilds Pathfinder

Join Date: Oct 2005

The Rusty Rose

W/Mo

01 May 2009 at 02:11 - 40

One of the amusing quirks of this is when: A person tries to create an account and is shunted out by the lack of capacity. Then they decide to try again later and are terminated for fraud. Why? Because the NC Soft system created two accounts on identical information. So, we are waiting to see if terminated means they destroyed years of play. We are also waiting to see if terminated means they expect to ignore this, or hand back an empty account and say, "Thanks for your efforts, please start over. It really doesnt matter that it was our mistake that destroyed your years of effort in our game."