Queues and GO Team
Bans and Appeals
Network Troubleshooting
Technical Troubleshooting
Asking Good Questions
100
Specify what request are sent to the Key Queue
AEA's, all content request, and burnturns
100
List what qualifies an appeal for a ban that resulted from team killing or toxicity.
Nothing! We do not appeal these bans.
100
Player is having general connectivity issues and says they have completed port forwarding. What do you do next?
Request screenshot of port to confirm that the steps were completed correctly
100
A player comes in with a [Crash on Launch] issue for ACOD on PC. This is a new case; no one has sent a response. What is the first step?
Send = PCgeneral
100
Describe the format that you should use to ask a new question in Skype to the CIA.
- Give: Case Number, Game Title, Platform
- Summarize the Issue
- List prior steps taken
200
"I don't want to troubleshoot anymore! I want a refund!"
What do you do in this case?
Send the refund request to US - STORE - LVL 3 [NCSA]
200
What would be your response to this player?
"I was banned and I don't know why! I never said anything remotely bad, and I don't know why I was banned for toxicity. Can you please unban me?
No. We don't have any information regarding these bans and we will not investigate them.
200
A player states:
"I can't join my friends in R6S"
What steps are required to troubleshoot?
Send = PCconnect
200
What are the most common sections in a MSINFO that you will be using to troubleshoot?
Display, Adapter, Drive, Program Groups, Startup Programs, Windows Error Reporting
200
Describe what is means to "confirm your understanding" of a players issue.
To reiterate the players issue to then proceed with proper troubleshooting
300
"Help! Assassin's Creed Rebellion keeps freezing!"
What do you do with this case?
Send to MOBILE - NEW [WW]
300
An appeal has already been submitted for a player, but they come back looking for an update. It looks like the ticket has been handled properly, but we are waiting for a reply from the corresponding team. What do you tell the player?
You tell them that we will reach out to them as soon as we have an update, and leave as Escalated (Internal) in the same agents inbox who submitted the appeal.
300
What are the 3 different NAT types and how can this affect the game?
NAT 1 - Open, should have no issues with connecting
NAT 2 - Moderate, generally should be fine to connect, but may run into issues that require TS
NAT 3 - Strict, will most likely not be able to successfully connect to the game
300
A player has a [Crash on Launch] issue for ACOD on PC. They have completed PCgeneral, and have supplied the MSINFO. What is the first thing you want to look at in the MSINFO?
PC minimum requirements.
300
If a player isn't understanding what you're saying to them or isn't following instructions, what should you do?
Try to ask the same question in a different way to see if they're receptive to the new phrasing
400
Please describe when you should send a case to the EMEA Game Escalations.
Never! (Unless specifically requested by a CIA or FAO)
400
Player wants to know how many times they can get banned for toxicity before getting permanently banned. What is your response?
"We are unable to disclose the information on our sanctioning system, and highly recommend refraining from toxic game play to eliminate any chances of getting banned."
400
Define what high ping and lag means.
High ping causes slow connection speed in-game, resulting in lag which is a noticeable delay between the action of players and the reaction of the server
400
A player is getting an ACCESS DENIED ERROR on PC when trying to launch ACOD. What is causing the error and how do we fix it?
It is usually a window error and troubleshooting can performed by following these steps:
- Running game as admin
- Reinstalling the game
400
Other than the CIA, what are good resources available to gain knowledge on a subject?
Game Owner emails, FIG, KB widget, FAQ's and Google
500
Describe the exact content that goes into an ASKGO email.
SUBJECT LINE:
NAME ON PLATFORM:
UPLAY ID:
SUMMARY:
STEPS TAKEN:
FILES RECEIVED:
500
Describe the process of submitting a ban appeal.
- Confirm that the account was compromised
- Secure Account with 2FA
- Submit an appeal using the askgo template
- Subject line the case as [Account] Sanction / Cheating / Appeal
500
A player comes in with this error:
What steps would you take?
This can actually be a technical or network issue! Always start with clearing the cache in Uplay and make sure it is updated. If that doesn't help, then try connection troubleshooting steps.
500
A player is reporting to have low FPS in R6S. What could generally cause these issues and what steps would you take to help troubleshoot the issue?
- Outdated drivers or hardware issues
- PCGeneral steps
500
Describe the "Troubleshooting Informational Loop"
-Collect data
-Analyze
-Provide solution - Either solved or unsolved
-Course Correct
-Repeat