Customer - 11/20/2009 05:06 AM

Hi,

first of all, I'd like to say that I realize you must get a lot of questions regarding this issue, but as there has been no action taken by the publishers up to now, I feel the need to address this issue directly.

I have been playing Modern Warfare 2 multiplayer for over a week now and, to be honest, I've been experiencing issues for over a week now too. I have tried every possible solution to make the game run as smooth as possible, to no avail whatsoever.

I have an extremely difficult time with the matchmaking system. I'm thrown in the same lobby as: people with a much higher rank, people with a much lower rank, people from the other side of the world, etc. I have experienced lag in about half of the games I've played. In some games my ping only got one bracket (I can't check the exact ping, as it is not shown) while I have a 25Mbps/1.25Mbps connection... When I didn't experience lag, it was most probably because I was the one hosting the game.

These are serious issues as they interfere with my online competitiveness: if I have lag, the host has a serious advantage which is annoying and if I host and the others lag, I myself have a serious advantage, which is shameful for me. Watching the killcams really shows the enormous discrepancies in what one players saw on his screen VS what the other player saw.

Now, although I must admit that I am an advocate of dedicated servers, I want to make myself absolutely clear that I'm not advocating them right now. I realise that this matchmaking system is here to stay, and I am okay with that. But please, I implore you, it needs a lot of perfecting so as to make sure that the gameplay is balanced for all people involved.

Therefore, I would like to ask you if you could please speed up the work on a new patch so I, and a lot of people with me, can experience this game as the developers intended it to be? Because, this is where it all comes too: you've put years and years of work in a game, I paid more than enough for it and now I can't experience it as you intended. Plain and simple: no one is winning in this situation.

Thank you & best regards,

Pelle

Response (Matt Brannon) - 11/20/2009 12:00 PM

Hello,

Be sure that your computer is not behind a software or hardware firewall of any kind. This includes firewalls built into routers or other equipment, as well as programs like Zone Alarm, Black Ice, and the integrated firewall in Windows XP. Activision does not support the use of our games from behind a firewall. If it is not possible to disable the firewall you will need to open the ports for Call of Duty: Modern Warfare 2. Call of Duty: MW2 transmits and receives network traffic on ports UDP: 1500, 3005, 3101, 28960 and TCP: 27015 (SRCDS Rcon port). Additionally the Steam client transmits and receives network traffic on ports UDP: 27000-27015, 27015-27030 and TCP: 27014-27050 The exact details on opening a port is specific to your firewall. For more information check with the firewall

documentation or manufacturer.

Another common cause of problems is a poorly configured router or connection sharing solution. If you are using a router, ICS, NAT or a software gateway you may have problems playing on the internet. This is because the router may not be forwarding the correct information back to your machine. It may be possible to get around this problem using port forwarding or DMZ. You can find more information on configuring shared connections for multiplayer gaming at www.practicallynetworked.com. Please be aware that like a firewall we cannot actively support using shared connections to play online.

The most common cause of problems though is usually the simplest - an overburdened network stack. By default many computers have protocols the average person doesn't use; things like VPN or NDISWAN. You may want to contact your ISP to find out exactly which protocols you can safely remove. Often times network game problems are resolved by something as simple as removing unused adapters and protocols.

The problem may also be related the the status of your ISP or that of the server. Due to the dynamic nature of the internet and the variable levels of traffic, it is impossible to completely eliminate lag.

As far as when patches are due to come out you would want to keep checking out the forums and official websites for the game. If you are interested in giving feedback you can do so on the Infinty Ward forums as they develop the game.

Customer - 11/21/2009 03:51 AM

Hi Mat,

Thanks for taking the time to answer.

I realize it's standard policy to answer me with this standardized response, suggesting possible tweaks and improvements to my setup - thus implying the problem lies with me. I can however assure you that I've already tried these improvements and, sadly, none have proven to be helpful. I am an avid pc gamer - who works in IT - with an extremely fast setup that is tweaked to perfection, whether it comes to pure hardware or network. Furthermore, not a single program, game, etc. has given me any problems except Modern Warfare 2. So it is safe to say that the issues I'm experiencing are completely due to the malfunctioning of IWnet.

What bothers me the most, is that you are actually kind of my last resort. I have tried on multiple occasions to contact someone at Infinity Ward and address these issues, but either the forums were broken, and for the time they worked, no one took the time to answer any questions. Now, I've read some of the posts on the forum and have been baffled by the foul mouthing of some people, so I can understand that those people are ignored. But I have simply stated my issues in a polite and clear manner, yet I haven't received any answers as well.

I feel this is a big issue, since from whatever angle you look at it, I have bought a product that is not functioning properly and I can't even count on proper (none, that is) support from the developer. Please don't tell me that Activision as a publisher won't help me either... I don't think it is good for any customer base to see both the publisher and the developer shirk their responsibility. I must say, in 20 years of gaming, for me that would be a first.

I don't think it is in Activision's interest to have people address both the Infinity Ward forums and Activision support while neither of these channels can give any clear information and/or support. Don't you think it is time that Activision asks Infinity Ward to actually start delivering support to the pc community? All parties involved are losing unnecessary resources by circling around the same issues. So why not resolve them by a clear statement?

1. We know about the issues and are concerned as well.

2. We can't address everyone's problem in person, but we are working on it.

3. Expect a patch addressing several issues such as ...

This seems to me like a proper business strategy to avoid consumers straying away from your product.

Because, what we are seeing now with all those negative reviews on various websites really is a shame. Moreover it's a dangerous precedent to see a gaming community and its former - almost considered divine - developer start this mudslinging >< ignoring competition.

I wonder if Activision and Infinity ward realize the following.

It is true that PC gamers are not the largest group anymore when it comes to sales. However, being such a specialized platform, it becomes the hardcore gamers' choice par excellence. These people are glued to their screens for the best part of the day and, although not a big group in absolute numbers, they dominate the internet and play a substantial part in defining the mindset of the gaming community as a whole. And, take away the buzz surrounding the release of a game, what is left? Right, plain and simple word of mouth. Moreover, what will be the result? Other companies who formerly were no competition at all and who will now be catering to the PC gaming community's every needs by stating 'Come play our game guys, we're not like IW, we love the PC', thus becoming serious contenders

in the future. So, even as a business strategy, in the long term this approach is flawed.

I sincerely hope my message gets to the decision makers in this issue, both at Activision and Infinity Ward.

Thanks & have a great weekend,

Pelle

Response (Matt Brannon) - 11/23/2009 02:25 PM

Hello,

Some basic information please:

Can you send me your DxDiag or directx diagnostic file.

To send it to us, do the following.

1. Login to your account at http://activision.custhelp.com and click on "Support" at the top of the page

2. Click My Stuff and then click Questions.

3. Find your current incident and click on it under the Subject column.

4. Click Update Incident.

5. Under "Attach Additional Documents to Question" you will see a Browse button. Click that and browse your computer for the Dxdiag on your desktop. When you locate the file, double click on it.

6. Once the file appears as attached, you can now enter any additional information about your Incident in the "Results and/or Additional Information" field.

7. Click "Submit Update to Question" to send the Dxdiag.

What is the name of your ISP?

What type of connection are you using?

Please remember that this game is peer to peer and that the way in which the game works was told to the public prior to release.

Thanks

Customer - 11/24/2009 06:47 AM

Hi Mat,

here's my dxdiag file. I don't see why this should be helpful, but hey, you guys are the experts here.

My ISP is Telenet. I have the most expensive type of connection: TurboNet (25Mbps/1.25Mbps). For more information, see: http://telenet.be/260/0/1/en/residential/internet/turbonet.html.

I must say, I got really confused and baffled by your last sentence: 'Please remember that this game is peer to peer and that the way in which the game works was told to the public prior to release.'

I don't recall implying having any problems with buying a game whose matchmaking system works P2P? My complaint wasn't a call for dedicated servers, it is about IWnet not functioning as it should when it comes to lag/matchmaking etc.

You've been very helpful so far, but that last sentence really caught me by surprise. Because what you are actually saying there is the following: 'We, Activision, knew that this game was peer to peer and would cause numerous matchmaking issues when introduced for PC. You, the consumer, should've known that this new P2P system would have issues before you bought it. But, you bought it, and now that you're experiencing issues, we haste ourselves to remind you that we told you so before the release that it was going to be P2P and thus not work properly. Bottomline: we knew IWnet is essentially an erroneous system, but we released it anyway... Oh yeah, but we warned you.'

So I can assume that Activision now also underwrites the need to improve the whole matchmaking system?

Best regards,

Pelle

Response (Matt Brannon) - 11/24/2009 12:17 PM

Hi Pele,

We ask for the dxdiag because there are some that might not have the requirements or might not be up to date and there are issues that can be corrected through those means. Please do not take it personal. I have personally had situations where people will say one thing, but then you look closer and see something else that they might have missed. It's part of the process. You mentioned that you work in IT, so surely you have come across similar situations.

The reason I asked what ISP service you use, is that there have been reports from areas of Europe where experiences such as yours are encountered more often than at other locations.

As far as the last statement of my last communication, take it as just what I said. In such an environment there are bound to be issues such as those you are experiencing.

As to changing the way that the games are setup, I don't see that occurring at this stage, but I could be wrong.

As with any PC title, you can most likely expect patches to come out to address some issues that have become apparent.

Thank you

Customer - 11/26/2009 06:42 AM

Hi Matt,

sorry, I've been drowning in work lately and just haven't found the time to respond.

To be clear, I understand the nature of your job and appreciate your help. So don't worry, I'm not taking anything personal.

Now, as far as this case is concerned. In my eyes, the seller, Activion, have admitted to me, the buyer, that with the current online matchmaking environment 'there are bound to be issues such as those' I am experiencing. Now, in conclusion, this implies that Activision is bound to fix these issues asap. If not, I will not hesitate to claim a full refund for the flawed product. For this, I will use the official channels in my country, state agencies as well as the local division of Activision. Needless to say I will use our conversation to state my case.

Because, if we all add it up:
- I have bought a game that does not deliver what it promises. And that is, more important, not by subjective standards, but by clearly objective standards.
- I have not received any tangible support to fix my issues. The developer (Infinity Ward) has not even bothered to hear me, let alone answer me. While all the publisher (Activison) has done is let a person do his job by politely communicating with me, without any real help.
- Even worse, from the communication with the publisher, it is obvious they knew about the issues of the matchmaking system not living up to its standards, but sold the flawed product anyway.

Thanks for your answers. Although not very helpful, at least now I know where I stand.

Best regards,
Pelle

Thanks again for submitting this to us, Pelle !