Character / Name Services not functioning?

Support Customer Support
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When I tried to do a name change a bit ago, my Name Change was processed and immediately turned to error, without actually changing the name. Vrak, we’ve dealt with this issue in the past; though I have not seen this particular error in years.

I don’t know if anyone else is experiencing this also, but every time I click support in game I am getting a white screened 404 error as if the support website is down. It has made both writing tickets and updating them quite daunting. I’ve enclosed a screenshot of the issue in the ticket, but thought to mention it here also in the event others are dealing with this matter.

Ticket Number: US101558566

This is what I often will get when I click on the “Support” button from the Battle-net app, or from in game.

HTTP Status 404 – Not Found

Type Status Report

Message Not found

Description The origin server did not find a current representation for the target resource or is not willing to disclose that one exists.

Apache Tomcat/9.0.5

Is this related to the reason sometimes my characters keep vanishing on Battle-net and the forums say I have no level 10 characters, and thus cannot post? Trying to get assistance seems like it’s getting harder and harder.

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I saw one other report today, someone was trying to submit a bug report in-game getting that same error.

I’m not sure if that is an us thing, or something on your side needs updating. I passed it on though.

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Both issues, the Error by my Shaman; and the 404 error when you click on Support are back.

I mentioned both were gone for a day, but both are now back as a head’s up. Also when you click on Support on the Battle-Net App, or in game; it takes almost a full minute to connect both, if you get through at all and not have issue with the error message.

This is making connecting to a GM extremely hard. The naming issue I mentioned still has not been resolved either. Shaman still has a big red ‘error’ next to it, and the wait time has gone to “Wait time unavailable”.

Honestly Vrak, (and I know its not you guys in Customer Support’s fault at all), it rather felt like the GMs I spoke to (same one twice) just knew he had a potential 3 day weekend inc. and just didn’t want to do the necessary work to correct the problem. I feel like I should of just asked for a refund, but wanted to try and work through this. Not like I enjoy it when the system goes berserk and does weird things like this.

I straight up told the GMs since you and I actually dealt with this same issue like 1-2 years ago, that waiting and giving the system time, does not solve it. I don’t know what causes this issue, only that it’s caused by buying a name-change. The system get’s a wild hair up it’s you know, and just idles, eating the service but denying the player the benefit of the service they purchased; as the name remains the same, but they get a red text ‘error’ below their character and a gear by the character saying ‘Come back later’.

Assuming I don’t get an answer in any form today (which I find unlikely as it’s a holiday for some), I think I’m just going to have to ask for refund for the 3 name change service, I bought on the 12th, and document it here; because asking for refunds is a time-sensitive matter from what I understand. I had to reopen the first ticket three times, before being told to wait 24 hours; and now create a new one.

Ticket Number: US101558566
Ticket Number: US101577977

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Getting this 404 error when trying to open support in game, also. Today.

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What sort of ticket are you trying to open? Does the same issue happen if you try to open the ticket here on the website?
https://us.battle.net/support/en/help/product/wow

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Yeah, we don’t generally get those, Olvan, Customer Support works nearly all holidays.

Unfortunately, there isn’t a lot that Customer Support can do about a potential web issue. The trouble here is we’re not really seeing reports of an issue, which makes it difficult to hunt down.

The folks in the Technical Support forum may be able to help troubleshoot the issue and can hopefully figure out what is causing it. If it is on our side, that troubleshooting may be able to figure out where and we can get that looked at.

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Yeah, I noticed it’s back. So too is the error message that appears by my Shaman. So strange, I went to use one of the three name change tokens I got, and after typing in the name; the name token was used but the character name did not change and instead gets “Error” below the name along with a gear by it saying “Check back later”.

This happened on Saturday, and has been coming and going since then. Had my ticket closed twice, and haven’t heard a word back from Blizzard on restoring my Naming Token since then. It’s really put a gear in the works. I’d wanted to level a Druid, but I worry heavily about the issue spreading to other characters now. Last time it happened, it was with this Paladin and it took a week before it finally was resolved by a GM essentially hard-fixing it.

Waiting for the system to fix it simply will doesn’t work.

It didn’t last time and I doubt it will this time.

Then I am sorry for assuming that. You guys certainly do deserve a break ‘more’ than once in a while. It just felt like the GMs I dealt with were giving the exact same reply to the issue, even though I tried to explain to them that it wouldn’t fix itself.

I know that giving the ‘same reply’ is not the case generally, but it was a bit surprising to go from 2 GMs 15 minutes apart on Saturday, to now days without any info or update. I think a part of my irritation which I hope you’ll forgive is just the fact I lost a character name last time this issue arose. I keep a few handles on level 1 alts, but in this case when the issue arose I kept the name deleted as per GM instruction; as we’d hoped the system would update.

But when it didn’t correct, someone else during the ‘wait time’ grabbed the name because it was a level 1. I don’t know if level 1’s are now on the 30 day lock now, or if it was something else; but seeing someone I ignored parading around one of my character names like some sort of trophy never sat well with me was all. Especially since the reason I had it deleted was because I was trying to do everything the GMs asked of me. I know names are first come first serve, but I feel like when the system errors like that the GMs should say… “Actually… not so fast. They had this name already.”

Neither here nor there, but I hope you guys in CM get good rest and that both the 404 and the Error are resolved soon.

Regarding the 404, it seems to happen in two places. First when you click Support on the Battle-Net App outside of the game. However I have also seen it manifest in game when you click on the “Help” tab and it opens an ingame window to ticket making.

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I also have gotten this error today when i tried to open the support in game.

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It’s been happening for more than 24 hours now. At first I thought it was just the website, but now when I go through the in-game Support client, it does the exact same thing.

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I am experiencing this error today attempting to access customer support both in-game and on my smartphone browser.

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You need to file a bug report. I know it’s ironic because Support is not working in-game. Post in the Bug Report forum.

Edit:

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It’s more an industry thing. Customer Support is just one of those industries that don’t take normal holidays. :slight_smile:

We do have reports in on this and it is being looked into, but I don’t have any other information on the progress.

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Hey Vrak, something REALLY weird just happened. I got an Email a bit ago saying that my order for a character transfer was just done. …But it was for the amount of $0.00. If a GM is trying to swap my shaman from WRA to another, and then back again to try and solve this whole Error thing; I’m very thankful… but could I get confirmation that you guys are doing something? Really spooky when your having dinner and get an email like that out of the blue.

Also I’m back! Thankfully.

Yesterday and earlier today I had the “No Level 10 characters” to post on the forum thing happening again.

I’m on my Warlock right now if the GMs needs to converse with me.

Update:

A GM just informed me that a ‘very complicated bug’ happened to the character and they can’t fix it.

Will post more as it becomes available, but relieving to know that the GMs are doing their best. ?

Update 1:

…Well the GM apparently can’t tell me precisely what is wrong, so I’ve asked them to simply confirm that I’m not in any trouble and if everything at least on our end is copacetic. Can’t imagine why it’d be an issue since I’ve documented the entire thing with screenshots and videos since the get-go. But so other players don’t have this happen to them, I’ll post my steps. I race changed my Shaman from Orc to Troll, and then decided a little later to buy a three pack of the name change for $20.00. Went to use one on my Shaman, as the name did not satisfy me. The name token was used, but the name did not change; and that is what caused the issue. The GMs eventually refunded the $20.00 for me. Still, I have no idea what is going on… save that I have seen it once before on this Paladin.

Update 2:

GMs confirmed I did nothing wrong and this is some sort of bug they can’t go into details about, but that it’s been forwarded. I guess my Shaman took off on the back of Jani to fight Dimensius and the Glustewelt Twins in the void while saying something akin to… “I have to go now. My planet needs me.”

Your welcome everyone!!

Aheh. All jokes aside… Once the issue is resolved I’ll provide more updates.

I didn’t get a confirmation if it’s safe to log in on the Shaman. I’ll hold off on playing it for the moment, but I’d just like to know if I can use it, or if my Shaman is busy off in another galaxy and the GMs need me to avoid play of the character. Other than that, all seems well.

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There isn’t any reason you shouldn’t be able to play on the character, Olvan. If they need you to log off at any point they can let you know. :slight_smile:

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Sounds good. Thanks for the 411 Vrak. You and Orlyia take care and thanks for all the correspondence through this little saga. If we don’t chat again before the new year, have a terrific holiday season. :slight_smile:

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Hey Vrakthris, Orlyia; sorry to have to rebump this topic and post from my Evoker; but I could not on my Paladin for some reason as it wanted a reply from another player, before it’d allow me to post more. Because I had some updates and data I felt were relevant, I opted to post them from this guy. Hopefully that is alright.

I just encountered the same “Need a Level 10 character to post” issue from earlier this month again until just now which has made posting impossible till just now. Seems like the issue is coming and going every 2-3 days or so.

Also wanted to give a few small updates so if any other players are dealing with this error message situation like I am, then at least they might have some minor solace in knowing they aren’t the only ones in this situation.

So the second Ticket I’d initially posted in, and had been corresponding with the GMs on; Ticket Number: US101617536 gave me an error when I went to reply to the GM and said “Max number of replies have been added. If you are still having a problem, open a new ticket.”

In light of that, I’ve made a new ticket, Ticket Number: US101692247. However after 3 days I’ve seen that my Ticket response time has remained “Unavailable”. Since I really want to play my Shaman during the 20th anniversary, I decided I’d try deleting the Shaman that I’ve been having this issue with.

My thinking and hope was that perhaps if I remade the character by the same name on the same server, it might clear the error that cropped up due to the botched Name Service that happened back on the 12th. However I got some interesting and new info when this happened.

The error did not clear of course it may very well later tonight, (since this error message seems to be getting into the season; as it’s behaving like a ghost with how it vanishes and returns seemingly at random).

However, at the moment the bugged Shaman is sitting in my Character Restore bin, but it is not able to be restored because right now it’s in it’s “An Error has happened. Come back later” phase. I know you guys are super busy, but this has been going on for close to 2 weeks now and I expect it will continue.

Could you check to see that the GM Department has gotten the new ticket I opened?

Also could you please pass on to them that likely the only way this will resolve (if its anything like the last time this happened), is if they copy my Shaman, essentially making a carbon clone of the character, and then name said Shaman Clone something that flags it for a rename, so I can do the rename that started this whole thing; without risking the system throwing a fit again? I don’t mind buying a character rename if they can do that. I just worry about using the actual service myself now and so I’d feel better if the GMs just did the renames on their end.

Korrak’s Revenge is happening along with other really cool stuff and so I’d really like to play my Shaman, as well as get the changes I wanted to make done to my characters; especially while there is a Character Service sale going on. I know your team is busy, and I certainly didn’t want to bug the CMs again, but 3 days without any update has me wondering what the status of this entire thing is, especially since the GMs never told me ‘how’ this happened in the first place.

Thanks for your time.

Edit: 5:37pm (10-23-24)

As I suspected, the error vanished again after a few hours. As soon as it did I was able to use the undelete to pull the affected shaman character back on to my character lists. Here’s hoping that it’s short stint in the delete bin did something that got rid of the error. While I doubt it and will stay off the character at least a week for now, it was worthwhile to test on my end while I wait. Now at least Blizzard has even more data they can sift through to hopefully resolve this matter.

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101692247 is open, Firebrand, but it’s in a holding queue at the moment.

That usually means it’s been set aside either because we cannot currently work it, or we are waiting on something to be able to address it.

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Alright. Thanks for that Orlyia. I know it’s in a holding queue, but do you guys have any general idea for how long I should expect before I hear anything further? I don’t mind waiting you understand, I’d just like to have a general idea of what I’m looking at time wise, since the 20th Anniversary Event is a limited time thing and all that.

If you can’t give anymore info, I get it. But I’m sure you can understand that when dealing with unknowns like this, sometimes waiting can be the hardest thing. Thank you for the response in any event.

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I honestly don’t know, Firebrand.

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Hey guys. It’s approaching 4 weeks now with no reply from the GMs. Issue still happening.

Clearly getting put in the mentioned “Holding Queue”. I’ve been pretty patient I think. I need to know the following. To this date, across 4 tickets the GMs still have not told me ‘how’ this happened, ‘why’ it happened, and ‘when’ I can reasonably expect a fix.

Last GM that offered a reply (3 1/2 Weeks ago) would not go into details on what is happening on their end. I would of thought they would at least disclose some basic facts and details to me, the account holder; but to date they have not. All they say is that an issue occurred, I’m not the only one it affected, it’s not my fault, and that they expect a fix soon as it’s a ‘high priority’.

Well… after a couple of weeks it sure doesn’t feel like one.

And bear in mind all of this happened only because I tried to buy a name change for my Shaman and it failed. Would it really be too much to ask the GMs to stop work on the fix that likely is ‘not’ coming, and perma-delete the character?

Extreme, yeah. But clearly the only real solution. I know this, because this is exactly how my Shaman lost specific items last time in MoP. So I seriously doubt a solution is coming at this point, and having no answer time available is getting very onerous. May as well just give up or something if I’m going to be tossed on ‘hold’ every time I ask for an update or some news on if I can play my Shaman yet.

I mean it would be nice if Blizz replaced my Shaman so I could get into the raiding and the 20th Anniv…

11-9-24:

Sorry to bother Customer Service, but has there been any updates on this issue? Really would like to play my Shaman and the ticket wait time is still unavailable. Issue’s been happening for a full month as of 11-12-24. I’d really appreciate ‘some’ news, or just a general idea of things.