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Xextreem  posted on Jul 08, 2015 8:23:49 PM - Report post

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quote:
originally posted by Caliber

well i certainly want people to report problems if they have them.. but some of this is right out of the troubleshooting documents...

very frustrating..

usually it's

1. no admin rights
2. antivirus or something like that blocking trainer
3. user did not press F1 to activate trainer
4. game isn't actually running (i.e. at launcher)


best,
Cal

1. Ok the are playing on dads pc
2. Its dad pc the can not disabled it or the are just (stupid)
3. Realy?
4. /facepalm

So i agree with cal xD

 
nas93  posted on Sep 24, 2015 4:13:11 AM - Report post

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I'm sorry if i accidentally necroed this thread but i noticed the most commonly reported issues were usually errr... issues caused by people forgetting stuff like checking if admin is activated or their numlocks being disabled, perhaps it could be possible to integrate a mini troubleshooter into every trainer like... It would say "Click here to Auto-troubleshoot" and perhaps a window like the windows troubleshooting dialog will appear

The dialog may have functionality to detect if the trainer has admin and also if a person's numlock is working or not(on/off) and also to turn off their A/V to see if it works.
And if that the trainer still doesn't work, ask the user to check the game's version with the trainer's supported version.
If it is valid, i know that some trainer options only work under certain precise conditions so perhaps you could tell the user that and open or show the "Trainer notes" (Most people don't usually read this) next and if that still doesn't work, then advise the user to report the trainer as not working or... forcefully direct them to the "PC Trainer troubleshooting page" ^^ The dialog is more of a mini automatic troubleshooter i guess

Apologies if it has been suggested before or it's technically unfeasible or difficult to implement, just ideas i got from programming in VB

TL : DR
Integrate a lightweight Automatic troubleshooter into trainer templates(for easier reuseability) that does basic troubleshooting for the most common issues

Also, i vote Yes. It would probably cause more people to use the troubleshooting page/tool first instead of complaining immediately when they find something doesn't work without checking if it's their own fault.

 
QueenNic  posted on Sep 25, 2015 1:35:04 PM - Report post

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To be honest it would be more straight forward to have a page before the option to submit a report that there's a problem that's along the lines of "Have you done x? Yes/No"

I used to provide tech support for mobile phones and we'd get no end of people calling saying something didn't work before they'd even tried turning it off and back on, which 9 times out of 10 actually solved the problem, but I'd still be wasting 5 minutes on trying to trick them into trying it (I am not even kidding)

Have a page with steps to go through before submitting a report, as in they can't even reach the link to submit a report without clicking "Yes" to each option. If people just click yes to everything and are time wasters then yes, penalise them.

 
0x90  posted on Sep 25, 2015 2:03:44 PM - Report post

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Its difficult. From a customer perspective you just want what you are using, to work. If it doesn't work you are lost and want help ASAP. Then it depends on the person, some are trying some things to get it to work, some are reading the forum and the FAQs and others just call "555-help" and want it to work ASAP because they have either no knowledge, or no interest to work with the issue.

Of course if you put several checklist before people can call 555-help, you may get less calls but not because due to the checklist people solve the issue itself. More like because people click on abort because they feel annoyed to answer 100 questions before they can report it doesn't work.

The perfect solution would be to deliver as much information as possible without having the user to enter these information. So the user just have to click on submit and you can work with it. But in reality it mostly likely doesn't work this way.

It's difficult. Because both perspectives are working in completely different way and the more you force one side to work as the other, the more you block one side completely.

 
B4Marc  posted on Sep 25, 2015 3:17:31 PM - Report post

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What about a check box underneath each trainer version where the download link is, each customer who have a problem would check the "Do Not Work" box, it wouldn't solve anything but give the trainer makers a good idea of how many people get frustrated and also would help all those having problems explaining how and why the f thing doesn't work to show their anger tick

[Edited by B4Marc, 9/25/2015 3:18:54 PM]

 
nas93  posted on Sep 26, 2015 12:07:09 AM - Report post

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I totally understand what you mean...

Just ideas here, I think it's possible to have something like a debug log dump that searches for certain variables like whether num lock is on (trainers already have that but some people don't see it), what OS the system is using and what security software is running, if trainer has been given admin (I know that can be found via OpenProcessToken / GetTokenInformation or AccessCheck)as well as other troubleshooting information. This debug module can be inbuilt into trainers and can generate such logs to be uploaded to here to save the trouble of answering questions i guess.

And maybe there can be an auto log anaylzer system here that can read the log and suggest ways to fix the problem before auto-escalating to staff/trainer patches if the problem still can't be fixed(Like if all execution conditions are already perfect. Aka trainer has admin, numlock is on, security software does not interfere etc).

I'm more of a troubleshoot first kinda person but i know people who immediately call customer support for something as small as... an unplugged ethernet cable. So i understand the frustration Sorry if i might be starting to come off as annoying or such :X

[Edited by nas93, 9/26/2015 12:10:04 AM]

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