Cliffhanger Productions staff, help me

[necz]

When I played mission "Splinter Cell", i almost completed, but suddenly game stopped and I can't any control......
this is 5th time, game process suddenly stopped.
I lost my time and reward...
I think it's not my computer problem...
Please don't make player disappointed...

[necz]

and when i need help, game manager can't find.
1 years ago, i talked staff but now, no here...

[necz]

ah... damn... stopped again...

[Cliffhanger Tech]

Please write a mail to [e-mail] and include your user/company name and the game's log file. With that we can try to find out what is causing your issue.

Sorry for the inconvenience

[necz]

i send E-mail with log file.

please help me

[necz]

oh.. stopped again...
why don't you read E-mail?

[Cliffhanger Tech]

Hi necz,

After some initial problems with the delivery of our answer mail you should have received it by now.

[necz]

hmm... thanks.
but still i can't see mail...

[Cliffhanger Tech]

As there still seems to be some issues (maybe a spam filter acted on this mail?) I am also posting here on behalf of our support:

We have received your support ticket on Saturday and have sent you a reply on Monday. However, our e-mail exchange server shows that the message was not delivered so we tried sending it again on Wednesday. This time our servers said that the message was delivered successfully. Please let us know if you received our support reply this time.
We apologize for the inconvenience and thank you for sending the log files. Unfortunately the output_log.txt file was not included among them but we would have needed that file to see which errors the game had when it stopped. If you run into the same issue again, please send us the output_log file found here:
1. Open Steam library
2. Right click on JAO
3. Select Properties
4. Select Local Files tab
5. Select Browse local files
6. Double click on the folder JAO_data
7. Locate the log, make a copy and send it to us
Please note that upon each startup of the game this file gets overwritten so it would be best to make a copy of the file immediately when you experience an issue.

Since we cannot isolate the issue from the files sent, we would like to ask you for more details about what has happened:
- What were you doing when the game stopped? Were you in a mission? Were you in the shop?
- Was there an error message in-game?
- Please let us know which items you have lost? Have you lost the mission rewards or did items simply disappear from your storage or mercenary inventory? If you remember which items have disappeared, please let us know so we can investigate this further and restore them.

Looking forward to your reply.

[necz]

I appreciate about your company's effort.
but i don't received E-mail.
and... i'm in vacation.
when i return to home, i'll send E-mail with Log file.
thanks for your effort to solve my problem.

[necz]

and... mission stopped is when i playing in Warzone mission.
i eliminate enemy, dropped items in field.
but stopped again game...
i think, i don't know that items but it maybe epic or legendry class.

[Cliffhanger Tech]

Seems like all our reply emails are blocked somewhere in between so I'll post our supports reply emails here.

Hi Necz,

Thank you for sending the log file. We apologize for the inconvenience and for the late reply.
From the looks of the log file sent, the game was exited voluntarily by a logout: “12/19/2014 12:44:06 AM [INFO] Quitting application because user clicked logout”
We cannot locate the crash log in the sent file. Does the game now run correctly but you have experienced a crash in the past which has led to several items disappearing from your inventory? Do you remember when this has happened and which items disappeared? We could then check this in our server statistics according to the date supplied by you, and restore the missing items.
Please let us know if the game now runs correctly or if you still experience errors and which items you have lost after the described crash.

Looking forward to your reply.

Best regards,
Your Cliffhanger Support Team


Personal note from me: Please save the log file immediately after your game crashed without restarting it.

[necz]

Thank you about your reply.
now, game doesn't stopped.
maybe my PC's hardware problem or internet line error...

but sometimes iv PVP, game stopped...(when enemy player going to lose, game stopped)
Sweden4 <----------- this player maybe hacker or cracker...
PVP stopped again and again...(when he going to lose... PVP stopped)
please check this player.