I find myself in a very disappointing situation with one change that has been made in the game's help function. The option to submit a ticket in game has been removed and replaced with a window that pops up stating that by pressing OK you will open a window in your web browser. This makes it necessary to either window out of the game to go to the web browser window that opened or exit out of the game entirely in order to submit a ticket. Quite infuriating to have to go through just to submit a ticket. What makes it even more infuriating is how the customer support contact us page is now set up. You make the selections to get to what your problem deals with and instead of a window where you can type in what your problem is, you are given buttons to pick (i.e. click In-game issues, then click Character Problem and then choose from 6 different options) for what your problem is. For the problem I'm having, none of the 6 options I am given deal with the problem I am having. To continue, when you do make your choice of one of these options, you are given the message "We are processing your request. Please leave this page open and we'll update you as soon as we're done." The problem with this is the wait time doesn't seem to end from my request being "processed".
I'm not sure how many other players have attempted to submit a ticket and found themselves put through this most annoying process for submitting their ticket, but I for one am not impressed by this "update" to how tickets are submitted. The old saying "if it's not broke, don't fix it" definitely applies to the issue of submitting tickets, from the customer side of things submitting a ticket worked just fine before but your update to this part of your Customer Support broke it.
I'm now faced with not being able to submit a ticket concerning the fact that every time I attempt to log on to two of my characters I immediately get disconnected from the game and get an error message of WOW51900319 . So, can Customer Support kindly explain just how to submit a ticket about the actual problem I am having and not one of 6 choices that have absolutely nothing to do with my issue? Quite frankly the only choice that is supposedly even remotely close to my issue is "Unable to Move" and that's not even my problem.
Please put submitting tickets back to the way it was. It was much easier for customers to actually let Customer Support know what our problem was.
Did you try the steps listed in this article? https://us.battle.net/support/en/article/21758
11/08/2018 07:55 AMPosted by WhytedoveThe old saying "if it's not broke, don't fix it" definitely applies to the issue of submitting tickets, from the customer side of things submitting a ticket worked just fine before but your update to this part of your Customer Support broke it.
This actually couldn't be further from the truth. People used to put in tickets to ask GMs for help with things they simply couldn't help with. Sometimes the ticket would only say "Help!" with no details on what they needed help with.
Now that there are some better, more defined options, ticket times have been greatly reduced. This system works a *lot* better than the old one. It was indeed, very broken.
As to your issue, the first thing I'd suggest would be a Full UI Reset:
https://us.battle.net/support/en/article/7549
If that doesn't fix it, you might want to try running a repair on your game:
https://us.battle.net/support/en/article/7655
Lastly, to submit a ticket for an issue like this, you'll want to head down the Technical -> Crashes option here:
https://us.battle.net/support/en/help/product/wow
You can submit the ticket there via the website. You can also choose Live Chat if they're available.
11/08/2018 08:04 AMPosted by RaynieDid you try the steps listed in this article? https://us.battle.net/support/en/article/21758
I don't believe those steps will work seeing as how my issue only happens when I try to log in my hunter or my druid. Logging in on any of my other characters works just fine with no disconnects.
Whenever I get this error on specific characters, using the stuck tool fixes them. I mean, they can't move if you can't log onto them! Here's a link: https://us.battle.net/support/en/help/product/wow/197/834/solution
Sometimes, it'll get stuck processing depending on my browser, so switching browsers or to my phone will clear it up.
Sometimes, it'll get stuck processing depending on my browser, so switching browsers or to my phone will clear it up.
11/08/2018 08:15 AMPosted by Perl11/08/2018 07:55 AMPosted by WhytedoveThe old saying "if it's not broke, don't fix it" definitely applies to the issue of submitting tickets, from the customer side of things submitting a ticket worked just fine before but your update to this part of your Customer Support broke it.
This actually couldn't be further from the truth. People used to put in tickets to ask GMs for help with things they simply couldn't help with. Sometimes the ticket would only say "Help!" with no details on what they needed help with.
Now that there are some better, more defined options, ticket times have been greatly reduced. This system works a *lot* better than the old one. It was indeed, very broken.
As to your issue, the first thing I'd suggest would be a Full UI Reset:
https://us.battle.net/support/en/article/7549
If that doesn't fix it, you might want to try running a repair on your game:
https://us.battle.net/support/en/article/7655
Lastly, to submit a ticket for an issue like this, you'll want to head down the Technical -> Crashes option here:
https://us.battle.net/support/en/help/product/wow
You can submit the ticket there via the website. You can also choose Live Chat if they're available.
I've tried your first suggestion regarding a full UI reset and that did not help at all.
Your second suggestion I haven't tried but I have my doubts as to whether that would fix my problem as I believe that if there was some kind of file corruption causing a disconnect whenever I try to log in on my characters it would happen on all of my characters not just a select few.
As your third suggestion, I have tried going to that page but as I wasn't sure that it was a crash issue I didn't check that section. I will however check that section now and hopefully I'll be able to submit my ticket there.
With regard to the first part of your reply regarding the changes made to the Customer Support section, all I can say there is I guess I was one of the very small few players who actually typed out what their issue was and not just "help".
Belguilos's suggestion to move the characters to a safe place is a good one too. The system will let you move one character every 8 hours to a safe place (the system chooses where) and once they're moved you can try logging into them again.
The link Belguilos provided is the right one but I've found that sometimes when others follow that one in particular, it won't work. To get there though, you can use the link below and select the option "Unable to Move". The system will walk through moving one of your characters with you.
https://us.battle.net/support/en/help/product/wow/197/586
The link Belguilos provided is the right one but I've found that sometimes when others follow that one in particular, it won't work. To get there though, you can use the link below and select the option "Unable to Move". The system will walk through moving one of your characters with you.
https://us.battle.net/support/en/help/product/wow/197/586
11/08/2018 08:57 AMPosted by PerlBelguilos's suggestion to move the characters to a safe place is a good one too. The system will let you move one character every 8 hours to a safe place (the system chooses where) and once they're moved you can try logging into them again.
The link Belguilos provided is the right one but I've found that sometimes when others follow that one in particular, it won't work. To get there though, you can use the link below and select the option "Unable to Move". The system will walk through moving one of your characters with you.
https://us.battle.net/support/en/help/product/wow/197/586
Those characters are already in a safe place.... the harbour master's office in Boralus. The "Unable to Move" option is the closest to my issue the options gave.
11/08/2018 09:11 AMPosted by WhytedoveThose characters are already in a safe place.... the harbour master's office in Boralus. The "Unable to Move" option is the closest to my issue the options gave.
They may be in a safe place, but they're 'stuck'. Using the Unable to Move option just moves them somewhere else where you can try logging in again.
If that doesn't work, then the ticket option is likely what you'll need to use.