How to request a refund?

Discussion in 'Player Support' started by Kaenneth, Jan 16, 2020.

  1. Kaenneth [You require Gold access to view this title]

    I bought ToV, but EverQuest is making my PC randomly reboot.

    No other program causes it, and I tried updating drivers, OS, reinstalling EQ from scratch etc.

    I can play Factorio, FF14, Fallout 4/Skyrim, Borderlands, Civ 6, DOOM, etc. etc. no issues.

    Just EQ causes reboots.
  2. CatsPaws No response to your post cause your on ignore

    There are no refunds in Everquest. At All. Ever. Never. Not going to happen.

    Just cause it happens when EQ is running does not mean it is EQ. It could be your firewall or AV thinking EQ is evil, which it is but that's another story. Or it could be your computer just can't handle EQ anymore

    By the way - you running windows 7? Maybe 8?
    Nennius likes this.
  3. Kaenneth [You require Gold access to view this title]

    Chargeback then?

    Can't play anyway.
  4. Kaenneth [You require Gold access to view this title]

    Windows 10, No AV/Firewall aside from WIndows built in.

    Updated, and then also tried old versions of every driver, Video, Audio, Network, Motherboard...

    Toggled every EQ graphics setting, still hard reboots, 4 times in the last 2 hours.

    No other game does this on my PC.
  5. CatsPaws No response to your post cause your on ignore

    If you do a chargeback you will never play again. They do not look lightly on those and will instant ban your account.

    Can you run in windows 7 compatibility mode?

    Windows defender can be mean to EQ.

    Also sometime you don't want the latest and greatest DX9 that is in windows 10 but you want the 9C (there are links in these forums to get it)

    What is your memory mode set to most? Or did the expansion pop in back to "least"?

    There are a ton of suggestions here -even though you might not think its related - one of them could fix it.
    https://forums.daybreakgames.com/eq/index.php?threads/game-crashing-windows-10.251461/
    Miss_Jackie likes this.
  6. Miss_Jackie Custom Title

    I know sending in a ticket will be met with GMs who may or may not know how to fix your problem. But, it can't hurt to try. Also, any chargebacks will get an automatic ban on your account, sorry.
  7. Kaenneth [You require Gold access to view this title]


    I'd done all of those except DX runtime, trying it now.

    It's just incredibly frustrating to be in the middle of a tough fight, and suddenly speakers go 'BZZZZZZZZZZZZZT <POP>' and the screen scrambles and reboots. Not even a blue screen, which I have enabled, just hard reboot, with no chance to debug.

    I'd would say hardware failure... but otherwise I can play other games 10+ hours a day for months without having to reboot at all.
  8. Nennius Curmudgeon

    It may not help at all, but a few months back I had a power supply go flaky and it caused exactly those symptoms. I don't play any other on-line games so my situation certainly isn't the same, but perhaps it will give a lead to follow. Good luck with things. Intermittent issues are a real PITA to solve.
    code-zero likes this.
  9. Kaenneth [You require Gold access to view this title]


    I don't know how that would only cause problems with just EQ, *and* only in particular zones.

    PoP and earlier is fine, any zone with curvy style ground causes reboots.
  10. GNOME_POWER Augur

    In my case, the SSD or HDD has been broken in such a situation.
  11. Kaenneth [You require Gold access to view this title]


    I had done a full redownload and install of EQ onto my second drive.
  12. dreamweaver Community Manager

    That sounds like a very specific sort of problem Kaenneth, I unfortunately can't assist with the refund portion but I am going to send the info in the thread to someone and see if they can assist with troubleshooting your issue.
  13. Kaenneth [You require Gold access to view this title]

    Top of my DXDIAG output if it helps

    ------------------
    System Information
    ------------------
    Time of this report: 1/17/2020, 11:05:07
    Machine name: PREDATOR
    Machine Id: {CF250B68-B73A-4578-91BF-662E19D5E768}
    Operating System: Windows 10 Home 64-bit (10.0, Build 18362) (18362.19h1_release.190318-1202)
    Language: English (Regional Setting: English)
    System Manufacturer: Acer
    System Model: Predator G3-710
    BIOS: R02-A2 (type: UEFI)
    Processor: Intel(R) Core(TM) i7-7700 CPU @ 3.60GHz (8 CPUs), ~3.6GHz
    Memory: 32768MB RAM
    Available OS Memory: 32710MB RAM
    Page File: 15774MB used, 21799MB available
    Windows Dir: C:\WINDOWS
    DirectX Version: DirectX 12
    DX Setup Parameters: Not found
    User DPI Setting: 96 DPI (100 percent)
    System DPI Setting: 96 DPI (100 percent)
    DWM DPI Scaling: Disabled
    Miracast: Available, with HDCP
    Microsoft Graphics Hybrid: Not Supported
    DirectX Database Version: Unknown
    DxDiag Version: 10.00.18362.0387 64bit Unicode

    ------------
    DxDiag Notes
    ------------
    Display Tab 1: No problems found.
    Sound Tab 1: No problems found.
    Sound Tab 2: No problems found.
    Sound Tab 3: No problems found.
    Input Tab: No problems found.

    --------------------
    DirectX Debug Levels
    --------------------
    Direct3D: 0/4 (retail)
    DirectDraw: 0/4 (retail)
    DirectInput: 0/5 (retail)
    DirectMusic: 0/5 (retail)
    DirectPlay: 0/9 (retail)
    DirectSound: 0/5 (retail)
    DirectShow: 0/6 (retail)

    ---------------
    Display Devices
    ---------------
    Card name: NVIDIA GeForce GTX 1070
    Manufacturer: NVIDIA
    Chip type: GeForce GTX 1070
    DAC type: Integrated RAMDAC
    Device Type: Full Device (POST)
    Device Key: Enum\PCI\VEN_10DE&DEV_1B81&SUBSYS_1071174B&REV_A1
    Device Status: 0180200A [DN_DRIVER_LOADED|DN_STARTED|DN_DISABLEABLE|DN_NT_ENUMERATOR|DN_NT_DRIVER]
    Device Problem Code: No Problem
    Driver Problem Code: Unknown
    Display Memory: 24443 MB
    Dedicated Memory: 8088 MB
    Shared Memory: 16355 MB
    Current Mode: 2560 x 1440 (32 bit) (75Hz)
    HDR Support: Not Supported
    Display Topology: Internal
    Display Color Space: DXGI_COLOR_SPACE_RGB_FULL_G22_NONE_P709
    Color Primaries: Red(0.654297,0.333008), Green(0.304688,0.625977), Blue(0.146484,0.046875), White Point(0.313477,0.329102)
    Display Luminance: Min Luminance = 0.500000, Max Luminance = 270.000000, MaxFullFrameLuminance = 270.000000
    Monitor Name: ASUS PB328
    Monitor Model: PB328
    Monitor Id: ACI32A5
    Native Mode: 2560 x 1440(p) (59.951Hz)
    Output Type: Displayport External
    Monitor Capabilities: HDR Not Supported
    Display Pixel Format: DISPLAYCONFIG_PIXELFORMAT_32BPP
    Advanced Color: Not Supported
    Driver Name: C:\WINDOWS\System32\DriverStore\FileRepository\nvaesi.inf_amd64_cb0287d66d024c78\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvaesi.inf_amd64_cb0287d66d024c78\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvaesi.inf_amd64_cb0287d66d024c78\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvaesi.inf_amd64_cb0287d66d024c78\nvldumdx.dll
    Driver File Version: 26.21.0014.4166 (English)
    Driver Version: 26.21.14.4166
    DDI Version: 12
    Feature Levels: 12_1,12_0,11_1,11_0,10_1,10_0,9_3,9_2,9_1
    Driver Model: WDDM 2.6
    Graphics Preemption: Pixel
    Compute Preemption: Dispatch
    Miracast: Not Supported by Graphics driver
    Detachable GPU: No
    Hybrid Graphics GPU: Not Supported
    Power P-states: Not Supported
    Virtualization: Paravirtualization
    Block List: No Blocks
    Catalog Attributes: Universal:False Declarative:True
    Driver Attributes: Final Retail
    Driver Date/Size: 12/5/2019 4:00:00 PM, 961960 bytes
    WHQL Logo'd: n/a
    WHQL Date Stamp: n/a
    Device Identifier: {D7B71E3E-58C1-11CF-BD64-7F301BC2D735}
    Vendor ID: 0x10DE
    Device ID: 0x1B81
    SubSys ID: 0x1071174B
    Revision ID: 0x00A1
    Driver Strong Name: oem13.inf:0f066de31be089e8:Section022:26.21.14.4166:pci\ven_10de&dev_1b81&subsys_1071174b
    Rank Of Driver: 00CF0001
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  14. Sikkun Augur

    Try running the Windows memory diagnostics program, could be a bad RAM stick. Assume your CPU is not over clocked?

    I had a similar problem in FFXIV and only it and I had to down clock my CPU for the game to be stable.
  15. xxGriff Augur

    you should check your Windows Log files for critical errors @ the times you experienced the reboots. you can also check Windows Reliability History. open Run Dialog and type "perfmon /rel" (with out quotes) and click ok... it will display critical errors (use mouse to click on the red error icons and info will load at the bottom) and you can then examine those causes. both Logs and the reliability history will point you to the cause and from there you can look for remedy. Until you know what is causing the error, the questions of hardware v software or OS are just guesses. the errors and corresponding codes are easily googled and will direct you to a solution. Please post your findings here so others can solve/benefit from this situation should they encounter (and I am curious as to why its happening as well). Best of luck to ya :)
  16. Duder Augur

    Also run a temperature monitoring program for you video card and CPU. Make sure it isn't overheating and causing the reboots.
    Ghubuk likes this.
  17. Lodrin AKA Hamrin

    I'm with Duder on this one. Almost every time I have sudden reboot issues. Its like 98% of the time over heating. Good cleaning out of the cpu and vid heat sinks and I'm good to go again for another year or so. Only once have I had to additionally re-paste the heat sink to the cpu. Hope it helps
  18. Skuz I am become Wrath, the Destroyer of Worlds.

    Here is what I would do to work through this problem.

    Clean out interior of PC paying special attention to clearing out dust/fluff from heatsinks on CPU & GPU

    Then if problem persists work through these step by step to see if any of them resolve your problem.

    1. Check CPU & GPU temperatures against what the manufacturers says they should be running at.
    2. Download & Install latest Direct X 9C (LINK)
    3. Download & install latest C++ Runtimes (LINK)
    4. Uninstall & re-install your graphics card drivers.
    5. Try restoring Windows 10 - sometimes the updates will break parts of the operating system or can cause some odd effects, I had a graphics glitch that only happened to EverQuest as a result of one of these problems that restoring Windows 10 fixed (it wipes your old windows installation & intstalls a fresh copy of the latest version but you will need to run windows update after, you keep your personal files)
    6. Run a RAM diagnostic to see if one or more of your memory modules may be having problems.
    7. If you have access to one, try a compatible & known-to-be-working-fine Power supply.
  19. Natal Augur

    Try cleaning the ventilation meshes on your computer. I have had this sort of issue in the past, and it turned out to be the dust cover under the computer that fed into the power supply that was getting clogged. Insufficient ventilation will do this sort of thing.

    Another potential source of random hangs may be your XMP settings. Some motherboards get flaky if you have XMP enabled, depending on what exact type of memory you are using.