Saturday, December 10, 2011

Answering a few FAQs

AppId is over the quota
AppId is over the quota
It’s good to see millions of you online again!  The vast majority of folks are happily gaming once again, but we’re not done yet.  Here’s an update on a few of the topics that people have been asking about via the blog/email/twitter.

The case of the missing content:

The missing content has been found!  The Sega XBLA titles, Burnout: Paradise Big Surf Island, the latest Rock Band content, and the rest are now available.  Enjoy!

The Optional Media Update:

A number of people have asked about this.  It’s working now – I just verified it myself - but there is a special restriction around it that can be confusing.  You can only download the OMU on a single console per gamertag.  If you need to download on another console – for instance, if you have two 360s  – you’ll need to use a different account on each console.  If you don’t have a second account you can create a new Silver account and that’ll work fine.

Slowness and/or timeouts with http://support.xbox.com:

Some people are having no problems with the site while it’s not working for others.  This is one of our top priorities right now and we’ll get it resolved ASAP.

The Forza 2 Auction House isn’t working:

We’re aware of this and are currently working with the folks at Turn 10 on it.  We’ll get it resolved as soon as we can.

EDIT @ 5:20PM

Comparing Games on Xbox.com:

There have been a number of questions around viewing the achievements of friends on Xbox.com.  When you view someone's profile you'll now see a link for "Compare Games".

There have been a lot of requests for more details about what we did on Tuesday.  Look for a post from me in the next few days on the subject.


View the original article here

Today’s Xbox LIVE issues – Modern Warfare 2, Matchmaking, and Billing.

AppId is over the quota
AppId is over the quota
Through a process failure on our part, the Modern Warfare 2 Stimulus Package was released this morning before the Title Update (TU) for MW2 was available.

Unfortunately, the Stimulus Package doesn’t function correctly without the TU.  Once they had been released out of order, it wasn’t a simple thing for us to resolve.  For a couple of hours the result was unpredictable but most people couldn’t get into a game through matchmaking.  In technical terms, it was a big hairball that we had to unwind.

The TU and Matchmaking issues were resolved shortly after 11AM Pacific.  Unfortunately, we’re still working through some billing issues.  These are primarily around the redeeming of POSA cards – POSA stands for “Point of Sale Activation”.  These are the cards that you buy at a retail store that they then activate for you at the checkout register.  Some cards that were properly activated at the retailer are reporting back to us as not having been activated yet.  You haven’t done anything wrong, you won’t lose your money, and you don’t need to go back to the store – just hang in there and try again in a few hours.  The Stimulus Package has been so popular that our POSA vendors that make those magic point cards work are a little backed up.

Other billing features are seeing intermittent problems as well, but at a far lower rate than POSA redemption.  You’re most likely to notice this when trying to redeem a code through Xbox.com, but you may see it on the console as well.  The team has been working all of these issues on your behalf nonstop, and will continue to do so until the last of them are resolved.

As always, keep an eye on the Support page on Xbox.com and the XboxSupport Twitter for the most current information.


View the original article here

Friday, December 9, 2011

Issues with Xbox LIVE earlier today

AppId is over the quota
AppId is over the quota

Earlier today members were disconnected from Xbox LIVE and found themselves unable to log back in.  This impacted LIVE users on Xbox 360 consoles, those running Zune & Games for Windows LIVE software on PCs, and Windows Phone.

This began just after 9AM Pacific and was resolved roughly two hours later.

The root cause of this outage was human error.  A change resulted in an interruption to normal traffic flow within our datacenters, which logged users out and prevented them from logging back in.  We’re sorry for this, and we’ll be updating our processes to prevent this from happening again in the future. 

If and when issues do occur, we’ll keep you updated through the Status page on Xbox.com and from @XboxSupport on Twitter.

  - e


View the original article here

Thursday, December 8, 2011

11pm Pacific Update

AppId is over the quota
AppId is over the quota

Most of the new content has been coming up - will get completed this evening.  Have gotten a lot of feedback from folks who have both been able to download the new arcade content as well as seeing some of the new content they were waiting for appearing.

Not tracking any big issues, so e, Shreddy and I are gonna call it a night.  Folks will still be working around the clock, and they are reading the blog, so if you have any other issues/concerns, please post.

If anything else newsworthy occurs, we will post something in the morning.  Hopefully everyone is having fun playing the new games :)


View the original article here

Original Xbox support on Xbox LIVE ends today

AppId is over the quota
AppId is over the quota
Later today we’ll be turning off the ability for original Xboxes to connect to Xbox LIVE.  It’s the end of an era, and there’s definitely an odd vibe in the air at Xbox HQ right now.  Re-Volt, Ghost Recon, MechAssault, RTCW, Halo 2 and more – we’ll miss you!

We’ve been getting a slow but steady stream of questions about what this means, so I’m going to answer the most common ones here:

Q: Can I still play my original Xbox games offline?

A: Yes!  This disables support for online multiplayer, leaderboards, marketplace and other online features but does not impact offline play.

Q: Does this impact Halo 2 PC?

A: No!  Halo 2 PC will continue unchanged as it’s a Games for Windows – LIVE game and not for the original Xbox.

Q: When will this take effect?

A: On April 15, 2010 (that's today as I type this).  We aren’t saying exactly when we'll be flipping the switch.

-          e

P.S.  For those of you looking for an update on Matchmaking in Modern Warfare 2 – we are continuing to work on making the experience better for everyone.  There isn’t anything I can say today, but stay tuned.


View the original article here

Wednesday, December 7, 2011

Did you know you don’t have to call support to get help?

AppId is over the quota
AppId is over the quota
The Solutions channel is In-dash, and Xbox LIVE is now on Twitter and Facebook!

Hey there Xbox fans, I’m DJ (aka Shreddy), and it’s about time I chimed in.  Don’t want to have to call the call center to get support?  Well, for most things you don’t have to… In addition to being able to get help via the articles and forums on http://Xbox.com/support,  there are a few new ways for you to connect with us and get the help you need. 

Solutions Channel:  Helpful information on a number of topics is available right in the dash.  Just go to My Xbox, then scroll right to the second to last slot, and you’ll find Solutions.

Twitter:  Tweet much?  If you have support related questions, you can tweet to @XboxSupport and we’ll do our best to help you, or point you to the best place to get help.  Check it out… you can follow us at http://Twitter.com/Xboxsupport.  Over 2700 of you already are!

Facebook:  Have you become a fan of the Xbox 360 group?  It has over half a million fans and is a great way to connect with other enthusiasts!  If you’re looking for help or just looking for other fans to play online with, join the very active discussion on the Wall.  We’ve also recently added a Support tab to provide information on all the ways you can get the help you need.

It’s our job to represent all of you, so don’t hesitate to let us know what you think about the service – what are you excited about, causes you pain, want to see changed? 

Cheers,

Shreddy


View the original article here

Issues Update - 6:45pm Pacific

AppId is over the quota
AppId is over the quota

"While I have seen some great suggestions in the blog about how to quickly resolve this..." - What suggestions have people brought up?

I mean, you've got fanboys whining and screaming about how it's unacceptable, it's horrible, terrible service, get off your ass and get it done.... You've got people who are more understanding of your plight, telling everyone to essentially shut up and stop whining... but we're just spectators to this issue, we're not on the technical team or are involved in any real resolution.

Most people who might be writing on here wouldn't have graduated either high school or a post-secondary school, so it does beg the question: What suggestions have people really had?


View the original article here