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The Sims 2 Forum (BBS) > "Please contact Customer Support if you're having problems!"

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Author: MaxoidSam - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-12-07 09:41 AM GMT (updated Oct-12-07 09:59 AM GMT)

Subject:
Please contact Customer Support if you're having problems!

Guys-
If you really want to make a difference, you need to file a support ticket with Customer Support to explain what is going wrong with your PC and try to get help. Those numbers about the few number of calls to Support are not made up. I looked them up myself. There's just not enough people calling to cause change. We've received 4 times more calls with people with flashing red walls than any of the PC destruction calls about SecuROM. (and, btw, about those walls...don't forget to update your video card driver).
We want you to call. I want you to call. I work on the team that makes the game. The last thing we want to do is to make you unhappy.
To get support, follow the instructions in MaxoidVanquish's post above. The thread is here:
http://bbs.thesims2.ea.com/community/bbs/messages.php?threadID=c7bc28ba7df0b19335a3d8edb3ec9919&directoryID=211&startRow=1&openItemID=item.211,root.1,item.61,item.104,item.41,item.127,item.23
If you create a support ticket and don't get the help you need, I want you to do this: send me a note in my SimPage guestbook. Click on "View My Sim Page" right above my post and you'll find my guestbook. Tell me what happened, and if you can, cite the Incident Number you were given so a supervisor can track what happened on your case (those numbers look something like 123456-789012. Write it down when the support person gives it to you). Also please give me your email or phone number and a good time when you can be reached, so a support supervisor can get back to you.
MaxoidViolet is also a good person to contact in her guestbook with SecuROM troubles. She is one of our SecuROM Support Team members and can help. Send her the exact same info you would've sent me (no need to send it to both of us...we'll both be checking).
If you feel you received unsatisfactory service, you can tell us that as well. For the person who said they got hung up on, I do hope you called back. There is a chance that a wrong button was pressed on the phone...it very well could have been an accident...it happens. Just remember to write down that Incident Number you're given so that your case can be tracked.
Understand that Support is going to ask you to create as SecuROM analysis file. They need this information about your PC configuration in order to properly diagnose what is going on. For those who are worried that this is an invasion of privacy, please don't be worried. There is no personal information that is extracted from this report. It just tells us what hardware components you have installed and why they may be having problems.
WIthout that file, we won't have enough information to diagnose any problems. If you have chosen to uninstall Bon Voyage and have no other software products that use SecuROM left on your machine, you won't be able to generate this Analysis File, and we will not be able to help you.
Our support team will not be providing information on how to delete SecuROM from your computers. There are already instructions on this BBS to do that. But do understand that if you choose to delete SecuROM, you will not be able to play Bon Voyage or any other game that utilizes it. This is a fundamental part of copy protection.
I will leave this thread open, but please keep your comments focused on support issues only. We are here to help, not debate on topics like SecuROM vs. Safedisc, permissions to install anything, effectiveness of piracy protection, complaints to the FTC, etc...our answers to those topics are all covered in our Official Statement on this board and there's not any more for us to say about those points. I'm not telling you not to post on topics like those, but I'm just asking you to do that in other threads down below.
Thank you and please call!
-sam

Author: shuttlegrannyjo - Rank: Loquacious Lurker - View MySimPage Profile

Date: Oct-12-07 10:27 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

No thank you....My son-in-law will take care any problems my comp has - sorry, no trust left!

EA - how about patching SecuRom out of the Sims 2. I'd like to buy and play the rest of them as
well as playing the ones I already own
Oh! Oh! Oh! EA - I can't buy your games...SecuROM is in my way!!!

Author: Cadesmama2 - Rank: Big-Mouthed Bedlamite - View MySimPage Profile

Date: Oct-12-07 10:41 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

I have sent that info into your gb. I would like this issue resolved. Just beware, I am not comfortable reinstalling BV.

SecuRom- for those who like to have others make their decisions for them.

Author: SimsAnnon - Rank: Esteemed Personage of Prolixity - View MySimPage Profile

Date: Oct-12-07 10:42 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Thanks for your efforts. I've bought all the EA products that I care to buy at this time.

I have voted, no securom for my computer

Global cooling -- Google search it!

Author: MorriganRane - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-12-07 10:49 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

you see, that's the thing, no one wants to send in the SecuRom 7.x analysis file because after all of this, they do not trust them or it. Most people do not want to send in a file that the themselves can not read because they don't trust SecuRom as a company and have no idea how much information that thing is taking, sounds paranoid but it's true.
About the phone calls, how many people were put on hold for an indefinite amount of time and just gave up? I have seen many mention it. Many others have already taken care of the problem by having their local computer tech take care of it or bringing it to the shop and they are not going to put the game back in only to repeat the process. Other the that, the tech help has been notoriously unhelpful in the past and people don't expect them to have improved in this situation. You end up jumping through numerous hoops, just to get to the end of your problem, sending in the same info over and over and covering the same bases over and over, most people may be feeling that the level of help needed for this situation is beyond your tech help. For many people all of this is too little too late. They've already taken it to a shop, their tech guy, or taken measures to take care of it themselves and they are not going to start the trouble all over again just to give you guys a little info.

http://www.sims2wiki.info/wiki.php?title=Main_Page
sims2 wiki Use it, its usefull. for your technical game error questions go here
http://www.sims2wiki.info/wiki.php?title=Game_Help:Halp%21

Author: MaxoidSam - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-12-07 11:13 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

If someone was on hold for a long time and hung up, please send me a message with the Incident Number and I'll track down what happened. Thanks.
I am forwarding incident numbers directly to our senior level SecuROM support people, so there should not be any issues they cannot handle.
-sam

Author: Christine714Play - Rank: Stammering Sim - View MySimPage Profile

Date: Oct-16-07 10:31 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems! Mood:

I have contacted tech help before on numerous occasions,I still have a computer that keeps crashing when I try to play any sims2 games,plus other problems going wrong with my computer And yes I have all sims2 games with securom on them ,Sims Deluxe Nightlife,h&m and also B.V. I can"t download Java because something is stopping it from downloading,something is wrong with the sound,the game sound keeps coming up source\TSAudio:failed to create data source,failed to play sound.This is just one example of the sound issues,something was trying to stop my user account notification from the security I have on my computer.I keep getting these black screens,computer has been acting very slow,also had internet problems.Also had to restart my computer when trying to download because of the User account stopped working and went black.I have a brand new computer,brand new video graphics (Geforce 8600GTS OC) The computer is a Vista Home Premium.When I tried playing these games on my old computer (windows XP had the same crashing problems,all other problems listed started after I downloaded B.V.Then I have been trying to get help,I get these automated messages.And when I do get help from someone they always tell me to do the samethings that they told to do before.This is why I am still having crashing problems.I would have never had securom put on my computer if I was given a choice.But as you well know none of us was given a choice.Thank you Maxiod Sam,you do seem like you honestly care about fellow simmers.I needed to vent this out,because I am upset about this whole securom thing.Oh,if you can,could you help me out here on the sound issue,can"t find my accelerator on this computer.Thanks again,Christine

Author: RndmlySelectdNam - Rank: Loquacious Lurker - View MySimPage Profile

Date: Oct-12-07 10:50 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

I have a very serious problem with supplying anyone with information on/about my PC without knowing what is being sent. Calling support in the past has always resulted in 'update drivers and/or uninstall/reinstall the game'. My main problems are having no sound and a drastically slowed down PC, even when the game is shutdown. Other than those issues, I want a tool to remove all of the files, including and especially the file Microsoft's tool sees as a rootkit.

State Att. Gen. for all states: http://tinyurl.com/2qv2v5 , ConsumerAdvocacy
Group http://www.naca.net/ , BBB http://welcome.bbb.org/
Alternative to SecuROM http://tinyurl.com/3xod2n

Author: Cadesmama2 - Rank: Big-Mouthed Bedlamite - View MySimPage Profile

Date: Oct-12-07 10:54 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Yeah the guy at Tech help told me that maybe my hard drive was bad, Dell verified that it is not. The reofrmat has it working wondefully. He tried blaming my crash on many things, even told me that Vista and very securom are very compatible.

SecuRom- for those who like to have others make their decisions for them.

Author: Wndy10010 - Rank: Supreme Social Sim - View MySimPage Profile

Date: Oct-12-07 11:14 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Sam,
Thank you for your efforts, But I am one of those that help comes a little too late, I mean I had problems the 1st day,
I have removed H&M and BV, days ago before there was a thread to "fix" these problems.
Surely, you can understand where I am coming from, I mean I have just a reg. pc with nothing installed by HPon that black list (as far as I know) that should cause me such issues with Sony's product.
If my pc contains Veritas, I can't find it., though I guess it might. I can't make an anaylis because I don't want anymore damage done to any "drivers". by a reinstallion of BV or a reactivation of SecuRom and other applications in my pc. Though, at this point I fear it is not "deactivated". I know I have lost my cool on here a few times, but I asked for help weeks ago, I asked for help on this board, I aksed for help from HP, I have asked help from Sony, and now waiting on a "geek" to come to my house and "fix' my infestation by an intrusive program. It isn't only that I want this removed from my system, but I need other problems fixed in the error reports in my pc, that began to occur on the day I ran the BV cd and some at the same time. Some of these are in the Maxiod's post disclaiming it causes such issues, therefore since I have those error reports, I prefer to use an outside tech to help me "fix" my SecuRom issues.
Thanks, anyway.
wndy10010

Take it Easy, take it easy...don't let the sound of your own wheels driver you crazy~~

Author: AussieKoala6 - Rank: Voluble VIP - View MySimPage Profile

Date: Oct-12-07 11:05 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

People are saying that information that might be included in the file is personal and not what they want to be included to a tech support?
Maybe if you can tell us what information is included in those files people may not be scared to report?
I do not know if that would help but maybe a start?
example: bank accounts, addresses and phone numbers etc I do not think people want them to be included and may be more comfortable if they know otherwise??

Say No to Software Piracy

Author: Brd709 - Rank: Big-Mouthed Bedlamite - View MySimPage Profile

Date: Oct-12-07 11:13 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

So what is this software supposedly doing to your systems?

Next time in Pleasantview...

Author: Cadesmama2 - Rank: Big-Mouthed Bedlamite - View MySimPage Profile

Date: Oct-12-07 11:15 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

My OS crashed. I had to reformat to get my computer functional once again. It is not a "supposedly" issue, either. The only thing on the computer is sims, my crash said it was from recently installed program. It also has not internet.

SecuRom- for those who like to have others make their decisions for them.

Author: Changkra - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-13-07 03:31 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Quoted from original message:
So what is this software supposedly doing to your systems?

This is what I want to know seeing as I have no problem or issues with this. Regarding the posters being either hung up on whilst on the phone to support or put on hold for a long time, allot on here are extremely angry about this situation, if someone had an attitude problem with me whilst phoning for support and/or shouted at me then i would hang up on them or put them on hold too, which would inflame the situation. So, think about how you are with the support person on the phone.

If's and and's....

Author: Infernal Kitten - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-12-07 11:15 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Also, what happens once someone completes all these steps? What if the only solution is to permanently remove SecuROM from the system? This means, the people who bought your game have to go through all this trouble, only to not be able to play the game because it will put SecuROM back on the system.
Please, do let us know what exactly will be sent in this "analysis" report, and what happens when a user completes all the steps and still has issues?
Thanks.

Check out great, FREE content on sites part of http://wickednoukfamily.com/!

Author: MaxoidSam - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-12-07 11:51 AM GMT (updated Oct-12-07 12:00 PM GMT)

Subject:
Re: Please contact Customer Support if you're having problems!

Quoted from original message:
Also, what happens once someone completes all these steps? What if the only solution is to permanently remove SecuROM from the system? This means, the people who bought your game have to go through all this trouble, only to not be able to play the game because it will put SecuROM back on the system.
Please, do let us know what exactly will be sent in this "analysis" report, and what happens when a user completes all the steps and still has issues?
Thanks.

If this were to happen, then the things we and Sony DADC been claiming to be true about SecuROM would be proven false, and we'd have to do something about it.
For those who are not sending in analysis files because of trust issues, I am working on getting more specifics about what exactly is in the analysis file. Please check this thread for updates.

Author: shuttlegrannyjo - Rank: Loquacious Lurker - View MySimPage Profile

Date: Oct-12-07 12:11 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Quoted from original message:
If this were to happen, then the things we and Sony DADC been claiming to be true about SecuROM would be proven false, and we'd have to do something about it.
For those who are not sending in analysis files because of trust issues, I am working on getting more specifics about what exactly is in the analysis file. Please check this thread for updates.

No, MaxoidSam...you don't understand, I no longer trust EA anymore, either.

EA - how about patching SecuRom out of the Sims 2. I'd like to buy and play the rest of them as
well as playing the ones I already own
Oh! Oh! Oh! EA - I can't buy your games...SecuROM is in my way!!!

Author: Kari99998 - Rank: Loquacious Lurker - View MySimPage Profile

Date: Oct-12-07 12:23 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Sam, if you'd like to brave MATY again (you don't even have to post ) you can see there in a few threads that many of us have taken it upon ourselves to remove SecuROM.
I was having issues with my antivirus program (McAfee) stating my subscription had expired since right after installing H&M. I thought that obviously it must be some fault of Comcast (my ISP and who I have the sub through as a customer benefit) or McAfee and went back and forth with them. Both were stumped. Both blamed the other. It was only after seeing other posts of people having issues with their antivirus due to SecuROM that I tried, once again, reinstalling my antivirus...this time after getting rid of SecuROM completely (and not with the useless instructions given you by Sony). Lo and behold, it works.
But I can't send a ticket to support, can I, nor the file? SecuROM no longer resides on my system, and it never will again. I wasn't waiting for the run-around from technical support, the attempts to point things back at me, and the ineffective advice. Especially after the debaucle that is this section.
Eh, you know you've got a mess on your hands. I respect your attempt to bring it to the attention of the Powers That Be through phone calls.

I fought SecuROM, and I won. Neener neener neener. :P

Author: RndmlySelectdNam - Rank: Loquacious Lurker - View MySimPage Profile

Date: Oct-12-07 12:21 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

As you stated, we have trust issues. Rather than tell us what is in the file, give us a way to open it to see for ourselves please.

State Att. Gen. for all states: http://tinyurl.com/2qv2v5 , ConsumerAdvocacy
Group http://www.naca.net/ , BBB http://welcome.bbb.org/
Alternative to SecuROM http://tinyurl.com/3xod2n

Author: CaptainMercedes7 - Rank: Stammering Sim - View MySimPage Profile

Date: Oct-13-07 02:51 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Wait, so you weren't going to do anything about it anyways? What does that say about EA Games? More importantly, what does that say about you, Sam?
If I remember the second grade correctly, a big business that doesn't care about it's customers either implodes on itself or shapes up. At the rate things are going, I wouldn't be surprised if it were the first one.

Author: Cecesaun1 - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-12-07 12:17 PM GMT (updated Oct-12-07 12:19 PM GMT)

Subject:
Re: Please contact Customer Support if you're having problems! Mood:

What happens when you 'fix' the issues with BV and secuRom and your NEXT ep, game,sp comes along? Do you have to go through the same thing all over again? Some people had ALREADY uninstalled the game, some had already tried your 17 steps ,and now you want them to send more information to you, does that go to Sony as well?
MSam...people did write you, your GB and you shipped it straight to Sony without any reply back to the people.
I've talked to several game stores in my area, and YES some are aware of the problem, and I've even called, as a customer and asked about the game (did this today) and was warned AGAINST buying it. These are not your average Joe Blow little stores. These are gaming stores.
I love the Sims and have invested heavily in them and other games by EA, but I don't trust any of this anymore and I know I will not buy anymore of your products as long as you keep secuRom.
This has been so controversial since day one, yesterday it was discussion, now you post a new sticky telling people who to contact, yourself included, with all of their secuRom issues. If I had put Deluxe and BV on my new laptop with this on it, I'd be doing more than sitting here at the BBS.
And all I was doing before I put it on my PC was waiting for all the bugs to be fixed, before I purchased it.
No, I don't have any tech issues because luckily I research EVERYTHING before I buy it.
I know that EVERY game you put out requires patches.
And I don't buy anything Sony related because of prior problems with Sony and research and they have the poorest customer support I've seen.
You did your tally of how many contacted, wrote the boards and such, but you can't tally how many have took this issue outside of the boards.
I WILL NOT buy any products from you as long as you keep secuRom.
Good gracious Sam....you said you researched for over a year and you couldn't see the controversy that ALREADY surrounded Sony and secuRom?
Even the manager of one of the stores I spoke with today said he thought you guys produced shoddy products regarding the Sims. He said you put it out and all he hears is the problems that come after HIS customers have downloaded the games, ep's and sp's.
This does not only affect you, people who sell the products suffer from your merchandise and if they continue to suffer they will not continue to support not only the Sims products, but any EA products. I got this....straight from one of the 'horses mouth.'
I don't blame you only, I blame EA totally.
Best to you and good luck. And I mean this in true sincerity.
Edit: I forgot to add...please don't addess us all as GUY'S, that is disrespectful, especially since I'm a grown Woman.

I have gone out to look for myself,if I should come back while I'm gone, please hold me here until
I return. :) ***You don't know, you don't ask, you don't learn...*** I'm the 'FairyBeneMother'! Be
nice on the site and you may be bene'd!

Author: MaxoidSam - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-12-07 12:36 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Quoted from original message:
What happens when you 'fix' the issues with BV and secuRom and your NEXT ep, game,sp comes along? Do you have to go through the same thing all over again? Some people had ALREADY uninstalled the game, some had already tried your 17 steps ,and now you want them to send more information to you, does that go to Sony as well?
MSam...people did write you, your GB and you shipped it straight to Sony without any reply back to the people.
I've talked to several game stores in my area, and YES some are aware of the problem, and I've even called, as a customer and asked about the game (did this today) and was warned AGAINST buying it. These are not your average Joe Blow little stores. These are gaming stores.
I love the Sims and have invested heavily in them and other games by EA, but I don't trust any of this anymore and I know I will not buy anymore of your products as long as you keep secuRom.
This has been so controversial since day one, yesterday it was discussion, now you post a new sticky telling people who to contact, yourself included, with all of their secuRom issues. If I had put Deluxe and BV on my new laptop with this on it, I'd be doing more than sitting here at the BBS.
And all I was doing before I put it on my PC was waiting for all the bugs to be fixed, before I purchased it.
No, I don't have any tech issues because luckily I research EVERYTHING before I buy it.
I know that EVERY game you put out requires patches.
And I don't buy anything Sony related because of prior problems with Sony and research and they have the poorest customer support I've seen.
You did your tally of how many contacted, wrote the boards and such, but you can't tally how many have took this issue outside of the boards.
I WILL NOT buy any products from you as long as you keep secuRom.
Good gracious Sam....you said you researched for over a year and you couldn't see the controversy that ALREADY surrounded Sony and secuRom?
Even the manager of one of the stores I spoke with today said he thought you guys produced shoddy products regarding the Sims. He said you put it out and all he hears is the problems that come after HIS customers have downloaded the games, ep's and sp's.
This does not only affect you, people who sell the products suffer from your merchandise and if they continue to suffer they will not continue to support not only the Sims products, but any EA products. I got this....straight from one of the 'horses mouth.'
I don't blame you only,:-) I blame EA totally.
Best to you and good luck. And I mean this in true sincerity.:-)
Edit: I forgot to add...please don't addess us all as GUY'S, that is disrespectful, especially since I'm a grown Woman.

Hi Cecesaun-
I just checked my GB and I did not see a message from you. If you sent me one that contained information that would help us get your PC situation sorted out, I apologize for not responding and would be happy to assist you. I have been responding to many Simmers who have sent me messages seeking technical help.
-sam

Author: Cecesaun1 - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-12-07 01:43 PM GMT (updated Oct-12-07 02:13 PM GMT)

Subject:
Re: Please contact Customer Support if you're having problems!

Quoted from original message:
Hi Cecesaun-
I just checked my GB and I did not see a message from you. If you sent me one that contained information that would help us get your PC situation sorted out, I apologize for not responding and would be happy to assist you. I have been responding to many Simmers who have sent me messages seeking technical help.
-sam

Hi Sam,
And I'm sorry, you won't be hearing from me because I've already taken it further than the boards. I can tell you did not read my entire post, I never said 'I' sent you an email, I said others have, and I never said 'I' was experiencing any tech issues. I explained clearly my dissatisfaction and wherein it lies.
And is it true you are expanding this with EA's new deal with 2 other top name game makers?
Quote from the thread:
EA just made a deal with Elevation Partners for the two gamemakers Bioware Corp and Pandemic Studios.
End quote.

Somone posted this in my most recent thread .. The thread is titled something like, 'not issues but now discussion's.
If this is true, does it also mean that you have NO intention of ending anything with Sony/secuRom? I'd say a deal worth over 800 million dollars would give you no cause to want to change one single thing. And that makes the Sims2 and all it's simmers...itty bitty nothings.
If I've been mislead by the post...please, please tell me so. I will NOT be offended. If anything, I'd be relieved to a degree.
But I will be researching this for myself as well.
Just wanted to note...when I speak using the term 'you' Sam...I am referring to you/EA games. I know you are not the entity of it all.

I have gone out to look for myself,if I should come back while I'm gone, please hold me here until
I return. :) ***You don't know, you don't ask, you don't learn...*** I'm the 'FairyBeneMother'! Be
nice on the site and you may be bene'd!

Author: MaxoidSam - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-12-07 01:54 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Cecesaun1, I did read your entire post. In it, you stated that I personally have not been responding to people who have asked for help, which was not true, and I wanted that noted.
I am here to help people who are having problems playing The Sims 2 on their PC. I'm not here to talk about other games or deals that do not concern me or The Sims 2.
Glad to hear that you're not having problems.
-sam

Author: Cabelle1863 - Rank: Esteemed Personage of Prolixity - View MySimPage Profile

Date: Oct-12-07 12:43 PM GMT (updated Oct-13-07 11:07 AM GMT)

Subject:
Re: Please contact Customer Support if you're having problems!

Edit- Please disregard. It appears that my issue is not SecuROM related, thanks to the help of a very smart tech minded friend. Too bad EA's Tech Support wasn't as helpful, I received a canned response from them that made no sense in regards to my issue. When I told my friend about it shortly after EA's less than helpful response, he quickly pointed me in the right direction to some great links that helped me to understand my problem.
Due to my experience I do think Tech Support could use some improvements. They could have very easily given me the same information my friend did if they'd taken the time to read my query. From this experience I can see how simmers who are experiencing worse problems than I are so frustrated.

Is TSR really the type of business you want to partner with, EA?
http://forums.sims-community.com/showthread.php?t=66708

Author: kellyq67 - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-12-07 12:46 PM GMT (updated Oct-12-07 12:52 PM GMT)

Subject:
Re: Please contact Customer Support if you're having problems!

See the problem is this, I've already removed H&M and Bon Voyage because of constant game crashes and now TS2 runs fine. Uninstalling BV actually made TS2 unplayable and had to uninstall every single EP, Stuff Pack and the Base Game after I uninstalled BV. Tell me that's not a problem? I have an EP and a stuff pack that I paid for that I can't even play.
Since installing H&M, my SonicRecordNow program no longer works and I can't get it back without using the Recovery Discs for my computer, which means reformatting my entire computer, which means either losing everything I've ever done on my computer or spending countless hours backing up stuff. Seems more then a little ridiculous to me.
Does EA honestly think a person would reinstall a program on their computer that never ran correctly, not to mention a program that installed an insidious device (SecuRom) that the user never agreed to install on their computer, simply to send them an error report? Without knowledge of what other information might be sent along with it?
You're kidding me, right?

I'm not addicted...I'm just dedicated!

Author: thedoanes0409 - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-12-07 03:52 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

"Since installing H&M, my SonicRecordNow program no longer works and I can't get it back without using the Recovery Discs for my computer, which means reformatting my entire computer, which means either losing everything I've ever done on my computer or spending countless hours backing up stuff. Seems more then a little ridiculous to me. "
I had the same exact thing happen to me. I had no idea it was caused by the game until I read something on here. I contacted Customer Support and never heard back from them. I uninstalled H&M & BV and it works again. So now (like others) I've spent $40+ bucks on games that there is no way I will ever reinstall on my computer unless something is done. And I can't get my money back. It's a shame.

Author: Writin Reg - Rank: Supreme Social Sim - View MySimPage Profile

Date: Oct-12-07 01:53 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Sam, you know me as I was one of the people you worked with with the Pets Conflict. But with the Pets conflict it only affected my computer when I tried playing the game, so I was able to stand around waiting for a fix. As I also use my computer for the work I do as a writer I could not just stand around waiting 7-8 months for a fix when this issue didn't just attack my game, it attacked my entire computer. I have deadlines that must be met. I don't have days that I can be without my computer. The statement provided by Sony DADC is flawed and very wrong. SecuRom does shut down and/or lower the security on firewalls. SecuROM does stop CD/DVD-Roms from running properly. I not only could not burn my work to disk, nor could I put a disc printed by reputable publishers on my computer because SecuRom saw it as something it was not. My DVD would not play my friends daughters Disney movie she brought with her during her visit, the same day her sister installed their brand new copy of BV on my computer that they had just bought on their way here from GB Games. So SecuRom immediately changes configurations and shuts down anything it feels that is a possible threat to the game. How a movie or my hard work is a threat to any game is beyond intrusive.
I am one who is willing to bend overboard to help with game issues, but when the game comes with programing that gives it priority 24/7 over everything else on my computer, it is time that game and it's intrusive little programming goes out the door.
It cost me two days of not being able to do my work, one missed deadline on an article I could not access to polish before submitting to the editor waiting for it, nor could I burn a copy. My editor does not accept on-line, and where they supply the program we use for writing, copying and burning our work, there cannot be any editing to this program as it must be compatible to the companies printing programs. So that line of "making our systems" acceptable to SecuROM is mote in my viewpoint. Irregardless of the now, that wasn't even a point 2-3 weeks ago, and I did not have the time or the money to waste waiting for EA to see that my computer was not at fault, as that is their tech departments first answer to every problem. I already knew their second answer would be that suddenly I had become an ignorant ninny and didn't know how to properly install a PC game - so I would get the "LIST" on how to uninstall, reinstall, etc, etc. Never mind the fact I helped build my first Heathkit computer (an H8) over 23 years ago and used to write Machine Basics for it and other companies to program computers. I also have been doing data entry for businesses including entire town Halls computer systems for nearly 20 years, but EA doesn't inquire about credentials, their tech support thinks we are all idle brained 12 year olds (an no offense intended to actual idle-brained 12 year olds).
When a game interferes with ones source of income and they aren't even playing the game - the game has to go. To make matters even worse I didn't even own the game, and once my friend and her daughters left, I uninstalled BV from my computer, thinking that maybe I'd buy it after all. As it did look like it'd be fun and every since my Pets issue I hadn't bought any new Sims games. (My nerves couldn't take it.)
Well BV is a game that keeps on giving, even after it's uninstalled. I had no choice but to get my computer reformatted and all my software reinstalled. So no, there was no phone call from me, so apparently I don't count. I cannot even imagine I'd even have a job if I had waited around until now to get any solution - and it's a solution I couldn't rely on or USE! The most ironic thing my CD/DVD Roms are both Sony, one of my Hard drives is a Sony, and Securom still attacked them. It's like biting off ones nose to spite ones face.

No matter who you are, if we find a cure, we all win. Do something nice for yourself, donate to
all disease research. Someone, somewhere will thank you. It may even be someone you know,
oryourself. Be a winner!!

Author: MaxoidSam - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-12-07 03:14 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Yes, of course I remember you, Writin Reg. Your story, and all others like it, is truly awful and I feel for you. I am hopeful that people will come forward with these analysis files so that we can learn more about what is going on.

Author: RndmlySelectdNam - Rank: Loquacious Lurker - View MySimPage Profile

Date: Oct-12-07 03:38 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Quoted from original message:
I am hopeful that people will come forward with these analysis files so that we can learn more about what is going on.

Before I say if I will send the information desired, I want a way to see what information is being sent. It may make me appear to be paranoid, but I think I have a right to know what information Sony wants. According to a post from a Maxoid, Sony said SecuROM wasn't installed from the disk. That was proven wrong and the post is now gone. Forgive me for not believing them, but the a lot of the information on my PC is private and I do not want to give Sony or anyone else free access to my PC.

State Att. Gen. for all states: http://tinyurl.com/2qv2v5 , ConsumerAdvocacy
Group http://www.naca.net/ , BBB http://welcome.bbb.org/
Alternative to SecuROM http://tinyurl.com/3xod2n

Author: MaxoidSam - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-12-07 04:12 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

OK, here is what is in the SecuROM analysis file, according to Sony DADC:
"The launch analysis file gives a snapshot of what is occuring at an attempted launch.
This includes:
*type of operating system
*drives / drive types
*loaded drivers
*installed software
*running processes
*running drivers"
Please let's not add to this adventure with posts that say "that's from Sony...of course that's what they're going to say!" Either you trust it or you don't. There's really not much more I can add. I hope some will be willing to help so that we can get the answers we all want. Thanks.
-sam

Author: cecikiti - Rank: Loquacious Lurker - View MySimPage Profile

Date: Oct-12-07 04:33 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Then why is the SecuROM analysis log in a format that's not easily readable, as opposed to something like the Direct X diagnostic log that provides a report in plain text?

Controversial but relevant signature: :)
If you're part of the Sims community, you need to read this:
http://forums.sims-community.com/showthread.php?t=66708

Author: MaxoidSam - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-12-07 05:46 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Quoted from original message:
Then why is the SecuROM analysis log in a format that's not easily readable, as opposed to something like the Direct X diagnostic log that provides a report in plain text?

That's a very good question. The data in the file is encrypted to protect the user's privacy during transmission over the internet. Yes, I am well aware of the irony in that statement considering the context of the question.

Author: A65wizard - Rank: Loquacious Lurker - View MySimPage Profile

Date: Oct-12-07 10:00 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Real irony there.
I must ask, IF the data collected is so benign as you and Sony say, why does it need to be encrypted to protect our privacy?
That is just adding to the mistrust of Sony.

Author: Karen65P - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-13-07 12:44 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

I really dont care anymore Im having My computer tech uninstall and redo my system this week just to get securom off he is very caring and understands my concerns with what has happened I dont need this on my new system even though I havent seen any problems whos to say there wont be later Ive uninstalled all games and will now find a new interest in life away from my beloved sims2

Buffy is cool sims 2 rule
http://secusphere.com/smf/index.php http://reclaimyourgame.com/
http://simsjourney.reclaimyourgame.com/

Author: erpeerpe - Rank: Big-Mouthed Bedlamite - View MySimPage Profile

Date: Oct-13-07 01:52 AM GMT (updated Oct-13-07 01:56 AM GMT)

Subject:
Re: Please contact Customer Support if you're having problems!

Quoted from original message:
That's a very good question. The data in the file is encrypted to protect the user's privacy during transmission over the internet. Yes, I am well aware of the irony in that statement considering the context of the question. ;-)

Well Sam, I know, that you can see, why this sounds like a way to mislead people, because all other companies (like Microsoft) makes these files easy readable. I also think, that you (at least as a private person) would agree, that the most likely explanation of Sony's way of doing this is, that Sony doesn't want people to edit the information by removing information about programs and processes, that could indicate (truthfully or wrongly), that people were using some kind of suspicious software, which also could be used for piracy. The problem is, that there exists no confidence either way between Sony and the gamers.

Author: MorriganRane - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-12-07 06:38 PM GMT (updated Oct-13-07 01:34 PM GMT)

Subject:
Re: Please contact Customer Support if you're having problems!

Apparently, it's not just running processes. When I run the analysis it is seeing a conflict with emulation software. I know exactly what it has the conflict with, but the thing is, it's not running. It is not listed in my processes. It has in fact not run for many weeks.
You've been to MATY you should have an idea how I have installed the game even though I own the legal copy. My input doesn't account for much. But I do want to know, why, if this thing only reads running processes, why it is giving an error at the end of it's run about a non running emulation program.

http://www.sims2wiki.info/wiki.php?title=Main_Page
sims2 wiki Use it, its usefull. for your technical game error questions go here
http://www.sims2wiki.info/wiki.php?title=Game_Help:Halp%21

Author: Seqkat5 - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-12-07 04:15 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

When I first had a SecuROM conflict, on installing the game, I emailed tech support asking for help. They told me that as I was playing on a laptop, they didn't support me anyway, but I could try deleting my Temp files. Which I did explain, I had already done, and I had already told them that I'd done this. Then they declared that they did not understand my question. When I clarified, and sent the information they'd asked for, they sent me another couple of emails with things for me to try, which I dutifully did, with no result. By this time I'd begun to seek help on other forums, and a friend was able to find the conflict and get me running again (although, only by shutting down half of my startup processes and severely upsetting my computer). That night, EA Tech Support, in response to my most recent email (sent before I had the solution from a friend), kindly resent me the first email they'd sent- with a new name on the end. Forgive me if I say a)This was possibly the least encouraging 'help' I have ever received in my life, and b), Your guys installed something I don't want on my computer, that has caused me endless problems. Forgive me if I am disinclined to invite you to have another go at it.

Author: Bluebox2488 - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-12-07 10:06 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems! Mood:

Quoted from original message:
They told me that as I was playing on a laptop, they didn't support me anyway

Are you serious? Care to respond to this MaxoidSam? Why are those of us who play on laptops not deserving of help? How can you expect anyone to take this so-called "assistance" seriously?

Author: MaxoidSam - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-13-07 08:05 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Quoted from original message:
Are you serious? Care to respond to this MaxoidSam? Why are those of us who play on laptops not deserving of help? How can you expect anyone to take this so-called "assistance" seriously?

I can follow up on this if a Customer Service incident number is provided. My only guess for that kind of response is that it's possible the laptop was below the minimum specicfication required to play the game. Many laptops that lack powerful graphics cards are below minimum spec.

Author: Seqkat5 - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-13-07 02:46 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

070907-003165
Was the number given. It was a while ago. Unfortunately I no longer have the response given (because obviously the question, being solved by someone more helpful, has since self-destructed), but it was effectively that as they did not test on laptops, we were considered unsupported. And my laptop has WAY beyond the specs required, as my father (who works with computers), effectively supervised it's being put together so that I could still play the sims and move out. (IE: Had no excuse to hang around in his study anymore!). During the issues I was having with SecuROM I did in fact contact the computer manufacturers as well, just to check that the graphics card/chip? wasn't the problem... and they assured me that it should be absolutely fine.
But whether this laptop is normally given for the reason that they assume all laptops don't have the specs to play the sims (although, a little credit to us- not all of us are idiots. Some of us ensure we can play the games BEFORE we buy the computer and set up the games), effectively announcing that if their suggestions didn't work, it was because I was on a laptop, and so they wouldn't support me, (and implied they didn't care too much, either) was exceedingly offensive, I found. From a customer support/service centre, that's not what you expect.

Author: Bluebox2488 - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-14-07 05:33 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Wow, you'd think they'd mention that somewhere on the box, hey?
"By the way, if you play on a laptop we don't care what happens to you."

Author: MaxoidSam - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-15-07 09:33 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Quoted from original message:
070907-003165
Was the number given. It was a while ago. Unfortunately I no longer have the response given (because obviously the question, being solved by someone more helpful, has since self-destructed), but it was effectively that as they did not test on laptops, we were considered unsupported. And my laptop has WAY beyond the specs required, as my father (who works with computers), effectively supervised it's being put together so that I could still play the sims and move out. (IE: Had no excuse to hang around in his study anymore!). During the issues I was having with SecuROM I did in fact contact the computer manufacturers as well, just to check that the graphics card/chip? wasn't the problem... and they assured me that it should be absolutely fine.
But whether this laptop is normally given for the reason that they assume all laptops don't have the specs to play the sims (although, a little credit to us- not all of us are idiots. Some of us ensure we can play the games BEFORE we buy the computer and set up the games), effectively announcing that if their suggestions didn't work, it was because I was on a laptop, and so they wouldn't support me, (and implied they didn't care too much, either) was exceedingly offensive, I found. From a customer support/service centre, that's not what you expect.

I followed up with Customer Support (CS) on this issue and read the report. CS stated that we do not test on laptops, which is true, but CS did not say that we do not support laptops, as you stated.
The actual statement from CS was:
I'm afraid this game is not officially tested to run on a laptop computer. As such, although we will always try to assist users in getting our games to run on laptops, we cannot guarantee success.
From the CS report, you were given some advice of something to try, and you were never heard back from after that, so it was assumed that your problem was resolved. Please get back in touch with us if this is not the case.
-sam

Author: Seqkat5 - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-16-07 12:00 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

I beg your pardon. That's obviously an entirely different comment... .
And yes, that is true, after they sent me the exact same email twice, despite me already having replied stating that those steps hadn't been successful, I did give up and turn elsewhere. I feel it's not really my responsibility as a customer to point out, "Hey, guys, we did this one once. Putting a new name on it doesn't convince me."

Author: MaxoidSam - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-16-07 07:59 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Quoted from original message:
I beg your pardon. That's obviously an entirely different comment... :-whatever.
And yes, that is true, after they sent me the exact same email twice, despite me already having replied stating that those steps hadn't been successful, I did give up and turn elsewhere. I feel it's not really my responsibility as a customer to point out, "Hey, guys, we did this one once. Putting a new name on it doesn't convince me."

Seqkat5- And so now you can hopefully see the point I'm trying to make about how to work with Customer Support. You went away and found other sources to solve your problem, and never finished with EA Support. So posting up on this BBS that our CS could not solve your problem is not a completely fair critique when you consider all the context. All I'm trying to point out is there are two sides to every story.
-sam

Author: Seqkat5 - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-16-07 08:18 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

I see what you mean, but the problem is, I do not consider sending me the same uhelpful email twice "Solving my problem". So I fail to see how I am being unfair in stating that they could not solve my problem.

Author: MaxoidSam - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-16-07 09:44 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

It is true that they did not solve your problem. What is an unfair statement for you to make is that they were not able to solve your problem. Yes, they likely erred when they sent you the same email back after your 2nd contact, but you gave up on us and went elsewhere after that. So saying that they could not help is not accurate. You chose not to have them help you.
This action, although certainly not intentional on your part, actually helped contribute to the issue of "EA not being responsive". By you not sticking with it, as far as EA is concerned, you are a happy customer at this point and your problem was resolved. We had no other evidence to the contrary.
Obviously it wasn't, but you're still here, so hopefully we can get this all figured out together. I hope my point now makes more sense.
-sam

Author: GrandmaLizB3 - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-16-07 11:23 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

What about this laptop:
[1] Aurora? m9700
Processor: AMD Turion? 64 Mobile ML40 2.2GHz 800MHz FSB 1MB L2 Cache
Operating System (Office software not included): Genuine Windows? XP Professional - Free Upgrade to Windows Vista Business!
Chassis: 17" WideUXGA 1920 x 1200 LCD with Clearview Technology - Saucer Silver
Motherboard: Alienware? NVIDIA? Mobile SLi Chipset
Memory: 2GB Dual Channel DDR SO-DIMM at 400MHz - 2 x 1024MB
System Drive: Single Drive Configuration - 80GB Serial ATA 1.5Gb/s 7,200 RPM w/ NCQ & 8MB Cache
Optical Drive: 8X Dual Layer DVD+/-RW & 24X CD-RW Burner w/Software
Video/Graphics Card: Dual 512MB NVidia? GeForce? Go 7900 GS - SLI Enabled
Sound Card: High-Definition Audio with surround sound
Wireless Network Card: Internal 802.11b/g WiFi Card
Communications: Integrated 10/1000Mb Gigabit Ethernet & 56K V.92 Modem
I sent my log today. I did it from memory, so I hope you get my message soon. This machine cost nearly $4000, how sad that a $39 game brought it to its knees.

Author: KylorokS - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-15-07 11:16 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Good grief, after reading all of these posts, I feel like I should win the Retarded Idiot of the Year award.
I am not angry at the posters, I am angry at myself. I purchased BV a couple of weeks ago but, knowing that there would be glitches, waited for the first patch to be released before installing it. My computer not only meets, but also beats the minimum system requirements, so I booted Seasons, disabled the "show custom content in catalogues," moved my downloads folder out of My Properties, then installed the BV, then the patch, then rebooted my computer. I attempted to IM a sister out of town, but got a pop-up stating that Live messenger needs to be updated first, so I updated that and again restarted.
The update took a very long time, and some components could not be installed, but I never once speculated that it was a problem with BV. After the restart, my computer ground to a near halt. I blamed it on the Live Messenger, because that was the last thing that I updated. So I uninstalled all things related to it, rebooted, ran disk cleanup, defragged, and restarted. And wondered why it took 20 minutes to be able to do anything on my computer after a reboot. Now I know. I was so much looking forward to playing BV, purchasing the Teen stuff and the HM stuff, and particularly looking forward to the Hobbies EP that has not yet been officially announced, but leaked. Not now.
To spend hours fixing something that something else broke is pathetic. It is too bad that EA obtained Maxis, because both are now pathetically untrustworthy. And I thought that Microsoft was bad for considering OUR computer now THEIRS merely because we had the gall to install their software. At least with MS, most stuff gets fixed. But to buy a game, then find out that a big, greedy, money-hungry corporation has now sole ownership of MY computer! Time to find a new game-maker, one that has no connections to either EA or Sony. Oh well, it was fun while it lasted.

Author: coolipodbk - Rank: Loquacious Lurker - View MySimPage Profile

Date: Oct-12-07 06:31 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

I think the real problem Sam is that nothing is really being done. To even find out whats happing with secuROM you have to read a HUGE post with words that some dont even comprehend. Most people dont even know how you can tell if its caused troubles... I dont even know what is being done...if anything to fix this problem. The whole thing is jsut a big mess and I chose not to buy any more ep's just becuase of how poorly this situation was treated and how the people with big problems dont have many choices execpt to re-formate their computers. What if next time these big problems happen to me! I dont know how to re-formate my computer! I would be in a deep hole with no way out! and to think someone is going through that right now.

check out the house I built!
http://thesims2.ea.com/exchange/lot_detail.php?asset_id=793104
Please rate.

Author: Fantomas017 - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-12-07 06:57 PM GMT (updated Oct-12-07 07:05 PM GMT)

Subject:
Re: Please contact Customer Support if you're having problems!

First I would like to thank you for your hard work in this time of chaos! I wish you could find a patch or a common solution for the following problems.
Here is my troubles, If I leave my bon voyage CD in my DVD drive after using bodyshop or photoshop, I have trouble starting the disc and receive one of the two following messages:
1-The time to read the disc ran out.
2- Insert the original disc not a copy 1000.
I have to reboot, and sometime, not always working, open/close my DVD door to fix it.
But the scary part is that after this, I can no longer use Nero to burn backup CD/DVD. If I reboot, everything return to normal, just a minor annoyance, but strangely my Neverwinter Night 2 DVD don't do this and I think the game use the same version of secuRum.
I wish I could send you a SecuRom analyse file but my computer with TS2 don't have access to Internet and the process is very crazy, one button click would be appreciate, I send you this because I believe this is the most common problem on the BBS.
And by the way a huge thank for BV patch, I don't have lag any more!

Author: MaxoidSam - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-12-07 07:30 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Quoted from original message:
First I would like to thank you for your hard work in this time of chaos! I wish you could find a patch or a common solution for the following problems.
Here is my troubles, If I leave my bon voyage CD in my DVD drive after using bodyshop or photoshop, I have trouble starting the disc and receive one of the two following messages:
1-The time to read the disc ran out.
2- Insert the original disc not a copy 1000.
I have to reboot, and sometime, not always working, open/close my DVD door to fix it.
But the scary part is that after this, I can no longer use Nero to burn backup CD/DVD. If I reboot, everything return to normal, just a minor annoyance, but strangely my Neverwinter Night 2 DVD don't do this and I think the game use the same version of secuRum.
I wish I could send you a SecuRom analyse file but my computer with TS2 don't have access to Internet and the process is very crazy, one button click would be appreciate, I send you this because I believe this is the most common problem on the BBS.
And by the way a huge thank for BV patch, I don't have lag any more!

Yes, Fantomas, the wrong disk error has been reported and there is an answer for that on our customer support website.
The rebooting the PC to get your burning software back after playing the game is what Sony DADC recommends to do. It sounds like that others are not as fortunate to have that work for them, or they didn't realize that's what it took before uninstalling their games, and now we'll never know.
If others have stories about getting your burners working after playing please post here. I'm sure you'll all say that you posted these before, but there's too many threads to wade through to dig those up, so if you can post them again I'd appreciate it.
Would be great if you could provide model numbers of burners and what burning sofware you use as well.
Thanks,
-sam

Author: kellyq67 - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-12-07 08:39 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

MaxoidSam said: It sounds like that others are not as fortunate to have that work for them, or they didn't realize that's what it took before uninstalling their games, and now we'll never know.
Nice way to blame the consumers there, Maxoid.
So let me get this straight....we bought a game, we installed a game, the game either didn't work or we were uncomfortable in having a game that installed a 3rd party program that we didn't agree to on our computers, so we uninstalled.
Our software programs became broken and we don't wish to inflict the uplayable game on our computers again....So somehow this is your consumers' fault that you can't get an error report and *sigh* now you all will just never know what caused it? As if you people don't already know what caused it.
But by all means, blame your (former) consumers for your failure to know or at the very least, to acknowledge what the problem is. How very "pass the buck" of you. Oh, and please feel free to come back to maty and try posting such nonsense.

I'm not addicted...I'm just dedicated!

Author: MaxoidSam - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-13-07 08:14 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Quoted from original message:
MaxoidSam said: It sounds like that others are not as fortunate to have that work for them, or they didn't realize that's what it took before uninstalling their games, and now we'll never know.
Nice way to blame the consumers there, Maxoid.
So let me get this straight....we bought a game, we installed a game, the game either didn't work or we were uncomfortable in having a game that installed a 3rd party program that we didn't agree to on our computers, so we uninstalled.
Our software programs became broken and we don't wish to inflict the uplayable game on our computers again....So somehow this is your consumers' fault that you can't get an error report and *sigh* now you all will just never know what caused it? As if you people don't already know what caused it.
But by all means, blame your (former) consumers for your failure to know or at the very least, to acknowledge what the problem is. How very "pass the buck" of you. Oh, and please feel free to come back to maty and try posting such nonsense.

kelly, please do not twist my words around to inflame the situation. I did not blame any customers for anything. I am trying to help get these customers resolve their issues. We cannot help anyone without specific information about what hardware and software they have on their PC and what went wrong.

Author: Writin Reg - Rank: Supreme Social Sim - View MySimPage Profile

Date: Oct-13-07 01:11 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Sam, not only was my computer rebooted, I had uninstalled that game right before my friends left, because like I said, I don't own BV so there was no point in me having the game on my computer as I would not have had a disk to run it. As the girls used my second account on my machine which is on my F hard drive (my game is on C) and I only used that account to build houses and make my own cc and maxis recolors, so it was nothing to uninstall all the sims stuff on there. I had shut off the computer after they left, as I had to get the things we had been working on for the Breast Cancer Charity Drive boxed up and ready for pick-up the next morning. The next morning was Sunday, and after church I sat down at my computer and tried to install the work I had previously burned to disk back onto the computer to polish and finish, lo and behold neither my cd or DVD player would do anything but light up for a few minutes, I could tell it was running, and just as it had done the day before for Sherry's disney movie it stopped running and popped up an error. It was actually giving me a Codec error on the DVD and the cd/dvd burner player was giving me an error that stated something about needing to update. Well it's never needed to update before because my configuration does not allow my computer to tell me when anything needs to update. I keep all that shut off, but I do check for updates periodically every few weeks. I do not keep my computer on line. I only plug in the internet when I come here or do my email or have some other purpose to be online. In fact most other writers I know don't ever hook their work machines to the net, but I do. I back up all my work by burning it onto disks. My burner had worked just fine Friday night when I finished my work for the evening. Then Sat. the game was put on here, and then nothing worked.
Like I said my cd/dvd burner/player and my DVD Rom are both Sony's. The DVD-rom run Cyberlink Media and the cd/dvd burner runs Roxio. Neither are on the list, and both stopped working.
Also Sunday when they wouldn't work, I uninstalled their software/ then reinstalled it. They stayed lit a little longer, and this time neither one gave me an error, they just shut down. I do clean disk everyday and defrag several times a week all my harddrives. I ran a scandisk error fix and they still wouldn't work.

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oryourself. Be a winner!!

Author: Pirategirl952 - Rank: Loquacious Lurker - View MySimPage Profile

Date: Oct-12-07 08:46 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Just wanted to let you know Sam, I have both H&M and Bon Voyage and have had no issues, but if I did I would call. I am just upset that EA switched to SecuROM in the first place, would you mind telling me why? At this point, I am close to not buying Teen Style Stuff if it has SecuROM because I don't want any issues. So if you could just tell me why you switched, tell me if there was an error with SafeDisk, and tell me why there is no way to remove SecuROM I'd be closer to being on your side.
Thanks.

http://tinyurl.com/mezrmj
This site has many free downloads for The Sims 2, it is reliable and safe and I use it myself :)

Author: A65wizard - Rank: Loquacious Lurker - View MySimPage Profile

Date: Oct-12-07 10:04 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

I think that is the million dollar question that everyone wants an answer to.
Why did they change from Safedisc to securom, given that safedisc didn't appear to be causing any problems.

Author: Changkra - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-14-07 05:52 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

Quoted from original message:
I think that is the million dollar question that everyone wants an answer to.
Why did they change from Safedisc to securom, given that safedisc didn't appear to be causing any problems.

Safedisk is easier to hack. SecuRom brings errors up when being pirated which makes it more difficult to copy.

If's and and's....

Author: Writin Reg - Rank: Supreme Social Sim - View MySimPage Profile

Date: Oct-13-07 12:36 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

EA changed all their major new games to Securom and the two game makers Bioware Corp and Pandemic Studios that EA is adding to the EA family also use SecuROM. From what I read about the transactions EA has a deal with Sony and SecuROM is part of that deal. We all - I guess - owe our thanks to the WII.

No matter who you are, if we find a cure, we all win. Do something nice for yourself, donate to
all disease research. Someone, somewhere will thank you. It may even be someone you know,
oryourself. Be a winner!!

Author: CalalilyPlayer - Rank: Loquacious Lurker - View MySimPage Profile

Date: Oct-12-07 11:45 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

I am one of the people who complained on this board instead of ringing support - but even if I did call, it wouldn't count - I don't live in North America.
I understand that you want people to call - but I don't see the need to spend all that money on a game, and then spend all that money on tech support, which is faulty to say the least. I had a faulty disk with the installation for Seasons - and at no point did EA tech support suggest the actual solution - there were lots of instructions on how to make a disk image and run from there - but the actual solution was faulty disk, replace it, problem solved.
As for actually calling tech support - at $2.45 a minute, it's not worth it for me - for the same price, I can hire a tech guy to come out to my house, and do it all for me - and seeing the stellar record attested to here, maybe even serve me coffee - all for the same low price. Not to mention, I can be told EA thinks it's my fault here for free.
I have stated my problem over and over again, which is that Simcity 4 will not play now - despite being new, despite being played only once, despite being reinstalled - it is apparently an application not allowed by SecuRom - oh, but I'm sure it's all my fault - couldn't possibly be SecuRom. In fact this forum exists because it couldn't possibly be SecuRom.
As for sending analysis files - yeah, sure, I'm going to send more encrypted information to a company that thinks so lowly of me that they have to monitor each and every application on my computer to see if it's up to snuff to have been run in the same session as playing my game. I don't think so - but if they come out with a list of things to gather and information to send, I would do that - otherwise, I don't send information to a company that doesn't allow me to decide what is and is not installed forever on my PC, and monitors my every move *otherwise restarts would not be necessary in the use of certain software*.

My website, made My Sim Site http://calalily.sublimesims.net/

Author: piddlesim - Rank: Loquacious Lurker - View MySimPage Profile

Date: Oct-13-07 01:59 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

which is that Simcity 4 will not play now
It wouldn't play for me either. I have seen a lot of people here and on their forum say the same thing. Odd too since it is still an EA game. But once I got securom off my pc... it runs again just fine.

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Working towards being #1 on Tinkerbell's Naughty List.
Naughtiness is FUN!

Author: Infernal Kitten - Rank: Overmodest Orator - View MySimPage Profile

Date: Oct-13-07 03:32 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

MaxoidSam, I'm confused about what information will be provided to people who have sent in an analysis report, if there won't be any instructions given on how to remove secuROM? If people are having issues with SecuROM and their antivirus/CD/DVD Roms, what will be their solution when they're done sending you analysis reports? If the conflicts are not able to be resolved between the SecuROM and their Antivirus/Disk drives, what can these poor folks do? Follow online steps to remove secuROM? Have a tech person come over and wipe everything clean? And then what? They still paid for the game, endured much stress and trouble, and possibly paid money for a tech person to come look at it. I know you all at EA would like to resolve issues, because if you don't I think you know where the company may end up.
Also, on a totally unrelated note, did you get in any trouble with your Boss after posting around in MATY? lol

Check out great, FREE content on sites part of http://wickednoukfamily.com/!

Author: winterloc - Rank: Big-Mouthed Bedlamite - View MySimPage Profile

Date: Oct-13-07 04:36 AM GMT (updated Oct-13-07 04:57 AM GMT)

Subject:
Re: Please contact Customer Support if you're having problems!

Sam, I have reported this several times now to you on the BV board when all this started up and you had a sticky up. I believe the date was the 2nd or 3rd of Oct. I mentioned that one of the problems I too was having is that I could not play Sim City 4 rush hour Deluxe. The other problems was with my printer. I tried to install the latest drivers and all I got when I would turn my computer on is a pop up that says Microsoft installer preparing to install. What is it trying to in stall? I am still working on that. I also notice it did that when I went to play a dvd to see if my cd\dvd roms where affected as well, got the same thing Microsoft Installer Preparing to install. I also told you that I blocked BV and all Sims 2 games,via my firewall. Everything except the registration to EA. I have since done that. My Windows live one care told me I was not using the program at that time and it would delete it. That is understandable as I was done registering my games.
I also told you that seurom was reading from my memory chips. Letters that I wrote in Microsoft word, letters that where in My documents, spread sheets that I did in Excel. I explained to you that these where files that where on another hard drive and that hard driver is no longer on this computer. There for I realized it was reading my memory chips.
I asked you to please tell us how to remove this securom. Your comment back to me was only if you remove BV. I replied back with a mere thank you. The thank you post was promptly deleted. I thought about what you said of removing BV. I thought that you must be Kidding. To tell a consumer to remove the game after they paid good money for the game is ridiculous.
I did your analyst and opened up in note pad to see what it was sending you. Yes it is encrypted as it is all numbers and the only words that are readable are Microsoft Operating System.
As of late I believe I have disabled your securom. It was something I noticed when I right clicked on the main folder for the software of securom. As a matter of fact I could of right clicked on all the seucrom files and do this. Now that I have done what I have done. This is what I have in the securom folder of my registry. I have no plus sign to click on I have no caution do not delete folder, I have no key folder, no data folder, no WL folder. The only securom folder that remains is the first folder with the name securom. This is in my registry and when I click on it, it still says this Default Reg_5z (value not set).
After doing this I uninstalled Sim City 4 and then re installed it. I can now play that game again. I can now burn Cds of Pictures using the program from my windows xp. That would be My documents, My pictures Highlight the folder and choose copy to Cd.
I too have Nero, I went into Nero and just poked around just to see if once I closed out of Nero, if it would interfer with my sims 2 bv. Well yes it did. What I did was i went to play my game, my cd stays in my cd/dvd drive. I got the do not use a back up disk use the original 1000. Now I did not burn anything with Nero, Like I said I just poked around and closed out the program. When I used the windows program after burning a cd, I was able to still play the game.
Now what I did was I opened the drive closed the driver hit ok and it played. I closed out of the game tried it again and got the error. Then I tried it from all programs ea bv, well it worked. I deleted the icon on my quick start task bar. Made a new one to my desk top and then replaced it in my task bar. Guess what no more error. I can use it from the quick start task bar like I always do.
So far I am slowly getting things going. As for Nero It is too bad that Sony has it on its black list. As you know people pay good money to have special programs for their music and pictures and work files. I can just get by with the copy to cd from Windows xp. I can also copy music if I so choose. But that is me.

Add me as a friend to your sims 3 page. I will then add you. Thanks to the simmers that added me.
http://www.thesims3.com/mypage/winterloc

Author: winterloc - Rank: Big-Mouthed Bedlamite - View MySimPage Profile

Date: Oct-13-07 04:40 AM GMT (updated Oct-13-07 04:54 AM GMT)

Subject:
Re: Please contact Customer Support if you're having problems!

As for BV I once posted how beautiful it is, yes it is. But how unfair of EA to put a program on this beautiful game that interfers with legitimate players. I can understand the fact of software protection, but not when it is detrimental to the players and their computers. I like all the simmers, on this BBS love my sims games. I have all of them 1 and 2. Plus Sim City. I like the rest of my peers am cautious about what I put on my computer. I too felt that EA was extremely trust worthy.
IF my children where younger I would allow them to play the sims, as I feel that it is a great simulation of life experience. How ever with this securom program, I am not even sure if I will continue playing or buying the last two games and moving on to sims 3. I too do not feel that it is fair for a 30.00 game to have a program on it that holds other computer programs at bay and dose not allow all the software to get along.
If you must use this program then it must be designed in such way that it is completely usable to us and that we have the choice to allow it to install or not install.
For what it is worth I suggest that you seek else were and look for a protection product that is not as invasive as this one. Then I am sure the loyal fans of EA and All Sims will return to there beloved games.

Add me as a friend to your sims 3 page. I will then add you. Thanks to the simmers that added me.
http://www.thesims3.com/mypage/winterloc

Author: Karen65P - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-13-07 04:46 AM GMT (updated Oct-13-07 04:48 AM GMT)

Subject:
Re: Please contact Customer Support if you're having problems!

winterloc did you read my other post in this section my computer tech is gunna remove securom Im so happy

Buffy is cool sims 2 rule
http://secusphere.com/smf/index.php http://reclaimyourgame.com/
http://simsjourney.reclaimyourgame.com/

Author: winterloc - Rank: Big-Mouthed Bedlamite - View MySimPage Profile

Date: Oct-13-07 04:52 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

OOOOOOOOOOOOh yes I did. Very good. Then you can get it all back to normal. Thank for the complement.
Ga day Mate! lolo

Add me as a friend to your sims 3 page. I will then add you. Thanks to the simmers that added me.
http://www.thesims3.com/mypage/winterloc

Author: Karen65P - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-13-07 04:56 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

after this sims no more I will miss but there is other things in life but I will always support you guys as you have me

Buffy is cool sims 2 rule
http://secusphere.com/smf/index.php http://reclaimyourgame.com/
http://simsjourney.reclaimyourgame.com/

Author: Christine714Play - Rank: Stammering Sim - View MySimPage Profile

Date: Oct-16-07 12:31 PM GMT

Subject:
Re: Please contact Customer Support if you're having problems!

I tried this test and everything passed no problem.But guess what it said when I read the dvd part of the test.DVD-This game contains technology intended to prevent copying that may conflict with some DVD rom,DVDRW and virtual drives.I haven"t tried to see if there is anything wrong with mine yet,afraid too.Thanks for the link.

Author: Karen65P - Rank: Babblative BBSer - View MySimPage Profile

Date: Oct-13-07 04:44 AM GMT

Subject:
Re: Please contact Customer Support if you're having problems!