Since 1 month My Game crash on mission loading screen and nobody in support team bothered to help a supporter

7

I try to make it short.

1 month ago i decided to support this game and I was able to play for maybe 1 hour, since then I Simply cannot play as the game constantly crash on the mission loading screen.


I already posted on this forum like 1 month ago I also posted on reddit, and sent an e-mail on the 25th March


The only answer i had from Neocore on the 28th of March is here  :

Hello, The main problem that there can be so many reasons if you are playing on a laptop. Also please share your account name, maybe something got corrupted in the background, we will check that and see if the issue is on our side or not. :)

Regards, András Igaz

Nothing else came and on 5th of April I sent another e-mail :

Dear Neocore, seriously 11 days since my first e-mail, 2 weeks since my thread on the forum, and I still cannot play. Is the only solution to play on a desktop ? If that's the case i can't afford it and shouldn't you noticing it to customers before they buy your product ?

Since I am not a computer developer or engineer, and I have limited computer skills I am not able to find and sort this issue by myself and I asked for your help regarding this matter.

The only answer you gave me is actually not helping me in any case so far.

Thanks

A disappointed customer


This e-mail is still unanswered Today the 30th of April

I'm actually pissed off and I really would like a refund cause I don't want to support this project and those lazy disrespectful devs anymore since I was able to play maybe 1 hour in 1 month

I'm a long time Path of Exile player and you Neocore guys have really work to do when you see how other free to play company respect and communicate with their player base, (not even talking of the quality of the game here)

Starting now for me : Neocore = worst gaming company ever and you can be sure that I will communicate it as much as I can wherever I can.

Thanks for reading

inb4 delete of this post and maybe ban of my account.

Bravo Neocore

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7 comments
1 year 142 days ago

Sounds like a bit of an unfortunate experience, I remember your original post and from what i understand of talking to some others I am aware that some laptops still have some issues with running the game I think. 


I would say in their defence that they have no way of knowing exactly what problems might be there during an early alpha, that is indeed the whole reason for having one. Hardware issues are an unfortunate bump in the road, that being said it doesn't excuse the lack of communication you have had.

It looks like some lessons can be learned regarding the technical support process, I feel the layout of this forum is partially to blame as i'm aware of several similar threads that have been overlooked by accident.

I wish you luck in resolving the issue but I don't think resorting to name calling is going to help you get that refund.

-also don't expect an official reply for the next 48h as its a bank holiday tomorrow just a heads up. 

This comment was edited 1 year 142 days ago by Airsick Hydra
1 year 141 days ago

How about you link us some Screenshots or pastes of the Communication between you and Neocore maybe we can figure out a way to help you.

1 year 141 days ago
+1

@OP, grow up, kid! This is alpha, a stage where game is very unstable and focus is on fixing and testing stuff, not actually playing a game. If you can't take that, then just don't bother with participating at that stage and wait for Beta, where you can at least expect some stable experience. Acting all high and mighty doesn't help your cause at all, threatening developers to badmouth them just shows how immaturte you are. Sit tight and wait, they posted that they do not plan to release minor fixes now and will release one big patch to address a lot of issues soon. I also have a problem that isn't fixed for a month or so but I am not rolling on a floor, screaming FIX IT!

1 year 141 days ago

It's an alpha. It's supposed to be extremely buggy. If you're going to get mad about bugs you should wait until launch. I can't really say much else considering you didn't give us enough information to try to help you. Maybe trying updating your GPU driver or reinstalling the game or something.

1 year 141 days ago

in order to try and keep this constructive i'd suggest we refrain from throwing names around.

If you haven't already, as the below user suggested, your drivers are probably the first thing to look at. It may also be of benefit to tell us what your cpu and gpu are so we can ask around in the discord and see if any other players have found solutions to the problem. I'd also suggest a clean reinstall if you haven't already. 

1 year 140 days ago
+1

OP I think the way you handle this situation is the worst possible way.

I think it's pretty unfair. First of all you are supporting an alpha build and the further developement of the game. It's obviouse that it has a dosens of technical issues.


The company is focusing on the developement of the game and not on single technical issues of the supporters.


Your role in this phase is to play the alpha build and report every bug, deliver as detailed as possible information (rig specifications and driver/softvare versions. Best way is to extract it via AIDA or other similar softwares)

and deliver screenshots or log files of the error.


If they would seperately focus on every individual issue, the game would never be released.


Wait until the issue get fixed

(To be honest after I payed for this game to support it, the game crashed even in the manü. I reported the issue and left it as it was. After 2 weeks, everything worked fine.)


And I don't know how much experience you have with game companies, but if you think Neocore is the worst company, than I really hope you will never face the really shitty ones (won't name them) + depends on the taste....I have only bad experiences with PoE.

1 year 140 days ago
+3

Hello, first of all I'm really sorry to hear that your e-mails got unanswered.

We need to know a bit more about your system before we can evaluate what the actual issue is - loading screen freezes should be very uncommon, even at this stage of the game.

I have fetched your DXdiag from reddit, and it appears to me that your GTX735M VGA could be the culprit.

The minimum system requirements for the game:

  • OS: 64-bit Windows 7+ (8 / 8.1 / 10)
  • Processor: Intel CPU Core i3-2120 (3.3 GHz) / AMD CPU FX-6300 (3.5 GHz)
  • Memory: 4 GB RAM
  • Graphics: Nvidia GeForce GTX 760 (2 GB) / AMD Radeon HD 7850 (2 GB)
  • DirectX: 11
  • Hard Drive: 30 GB of available space
  • Network: Broadband Internet Connection

Optimum requirements:

  • OS: 64-bit Windows 7+ (8 / 8.1 / 10)
  • Processor: Intel CPU Core i7-2600 (3.4 GHz) / AMD CPU FX-8320 (3.5 GHz)
  • Memory: 8 GB RAM
  • Graphics: Nvidia GeForce GTX 1060 (3 GB) / AMD Radeon RX 480 (4 GB)
  • DirectX: 11
  • Hard Drive: 30 GB of available space
  • Network: Broadband Internet Connection

Your laptop should be more than enough, but the VGA is lacking. Also, when the game is being purchased the user is notified about the fact that laptops might have issues with running the game, especially in an alpha stage (Following is a quote from the Store):

Please be aware that throughout the development process, we will continue to make adjustments and optimize system performance. As such, these system requirements are subject to change.

Laptop models of these (or better) cards may work but are not supported:

  • Nvidia GeForce GTX 860M (2 GB) or better
  • AMD Radeon R7 M370 (2 GB) or better

These chipsets are the only ones that will run this game. Additional chipsets may be supported after release.


Nevertheless, I believe that you will be able to run the game in the future, even if at low settings. A couple things that might help:

  • Download the latest GPU drivers from here.
  • Verify game integrity on Steam
    • Right click the game in the library
    • Go to Properties -> Local files tab
    • Verify Integrity of Game Cache
  • Update your OS, including this and this update.

Also, I am hopeful that the upcoming update will solve your problem as the mission system will receive some reworks as well in it. It should be released within a week, hopefully. Be sure to check in on the game when the update is out.

Most importantly, I'd like to express that I, on behalf of the whole NeocoreGames team, am very sorry that your issue got overlooked. This should never happen with our supporters. Thanks for supporting us and keeping us motivated, and once again, sorry for having to wait so long.

Be sure to post a reply here if you have some fresh feedback.

Another important thing - I'm almost always available on our Discord, so feel free to message me directly whenever you have a problem.


Regards,

Megapull

This comment was edited 1 year 140 days ago by Megapull