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Ensign
Join Date: Aug 2012
Posts: 4
I have been sending customer support tickets for the last 3 days now and tried every trick in the book that i was being either adviced or even i myself could come up with which disconnects me from STO every 5/10 30minutes randomly through time spend on STO .

Now i am just going to post my ticket i send in with there responses so maybe some people who have better ideas can tell me something more constructive advice .

Subject
I keep getting disconnected constantly

Discussion Thread
Response Via Email (Support Staff 48) 08/28/2012 11:09 AM
Hello!

Please try the following and see if they help resolve your issue.

In the Launcher, go to Options and check 'Disable On-Demand' patching. See if this works.

You can then try to 'Force-Verify' to make sure your files are not corrupt or missing.

You can also try to run in Safe Mode as well.

Here are some other possible solutions if you have not already done so:

Make sure the game and your drivers (graphics, network, sound, motherboard, etc) are fully updated.

You may have to be on a Windows Admin account, or have Run as Admin access to be able to download, install, update, and run the game. If on Windows Vista or 7, you may have to change the level of your UAC settings or turn them off temporarily.

You can try adding the game folder/files to your exceptions list in your antivirus and firewall software. Please see the help menu or support website for the software that you use if you aren't sure how to do it.

At your own risk, you may have to disable your antivirus, firewall, and other security software temporarily while you download, install, update, login to, and play the game. Sometimes the security software will block it or throttle it, no matter what you try or even if you try to add exceptions for the game files in your security software.

Stop any processes that may be interfering with the networking and causing issues with your connection.

Remove/Uninstall any unnecessary programs such as toolbars or Pando Media Booster. You may also need to close programs such as Teamviewer.

You may need to uninstall the game, making sure to remove any excess files, then re-install it.


If the above does not work, please respond with answers to the following:

1) What exactly did you try from the above, and what were the results? (If you have tried them already, let us know exactly which you have tried)

Regards,

The Perfect World Tech Support Team
http://techsupport.perfectworld.com/
Customer By Email 08/28/2012 10:55 AM
Your response is not the problem solving one .
I am still either being not capable to log in the first time , or when i am logged in i am being dropped of the server to the logging screen again .
This just now has happened over 4 times during the last 1 hour and 30 minutes .
Response Via Email (PennDragon) 08/27/2012 03:51 PM
Hello,

I apologize for the difficulty you experienced connecting to the server! This can sometimes happen when the game is patching or undergoing maintenance.

I recommend restarting your computer and network hardware, and attempting to log in again. If you continue to experience the same error, please let me know and I will escalate your query.

We appreciate your patience, and thank you for playing!

Cryptic Support
Perfect World Entertainment
Auto-Response 08/26/2012 05:10 PM
The following answers might help you immediately. (Answers open in a separate window.)

Title: I can't patch/update, install, download, login, start or otherwise enjoy the game, help?
Link: https://support.perfectworld.com/app...tail/a_id/4120

Title: RH - What is this X-Trap software that is running on my PC with Rusty Hearts?
Link: https://support.perfectworld.com/app...tail/a_id/2076

Title: My Internet seems fine, but I can't connect to the game server. How can I try to fix this?
Link: https://support.perfectworld.com/app...tail/a_id/1993

Title: The game won't connect to the game servers, what can I do?
Link: https://support.perfectworld.com/app...tail/a_id/1989

Title: I can't get the game to finish downloading or installing, why does it keep stopping right before it gets done?
Link: https://support.perfectworld.com/app...tail/a_id/1992
Customer By Web Form 08/26/2012 05:10 PM
I keep getting disconnected constantly from the game during combat situations or just standing in a station or what other situation .
I get freeze ups while in combat , just sudden kick off's from the server .
Even had a sudden close down of the whole game and ended up in the desktop with no STO browser left aswell .
I have NOD32 internet security with firewall , when running firewall i get kicked of , and without the firewall on i get kicked off .
I updated my graphics driver just last week .
My internet provider is very reliable , with any other game like Battlefield3 DC universe or other game it is fine .
I got no other third programs besides teamspeak3 and Apple Itunes latest edition .
60Mbits/sec internet connection
All i get is the message "get disconnected from server" , "contact support" .

windows 7 pro 64 bit
Intel Core Quad CPU 2.5ghz
8192 RAM
Self Build with ASUS mainboard and AMD graphic 1gig HD 5700 series
754mb graphic internal memory .

I AM A LIFETIME Subscriber also by the way . ^^


Product Level 1: Star Trek Online
Category Level 1: Tech Support
Category Level 2: Login/Patching/Network
Date Created: 08/26/2012 05:10 PM
Last Updated: 08/28/2012 11:09 AM
Status: Waiting
Connection Type: cable internet
Date/Time of Problem: constantly every day of the hour
Character:
Server:

Operating System
Window's 7 64bit

Internet Service Provider
Ziggo

Computer Manufacturer
ASUS

I have responded also that re-installing does not work either .
I have said that there was mentioning on the forum about server to client issues , specifically on the European server .
Now i even tried something myself where i thought it could have been me router i use between my modem and internet cable connection , but still get disconnected from the game suddenly .

I feel i am not being really helped by the support customer service .
The links they send me are nothing of the sorts that give me any information on my connection problem what so ever .

Any more constructive insights from you players anf forum techy's