How can Bethesda Support be so incompetent on Ultrawides?

[Donta1979]

Like this support agent keeps trying to say my Ultrawide 3440x1440 21:9 Aspect Ratio display two of them are 43:18.... I even linked them and its like it goes past their head, this is an issue that happened after Bethesda added Ultrawide support 3440x1440 21:9 some years ago then they broke it afterwards. So far I have only found a semi work around where you go to the exe of the game go to compatibility, click on disable fullscreen optimizations then click on change high DPI settings then click on Override high DPI Scaling behavior then it at least removes the microstuttering lag, yet you lose AutoHDR, and some places in the game the lag happens like in the pitt/A City....

But yeah I even linked my displays... and this support rep is treating me like I am stupid saying yeah your display is not supported its aspect ratio is 43:18 and I am like ummm no its not I even linked it for them it is like in one ear and out the other.
https://rog.asus.com/us/monitors/above-34-inches/rog-swift-pg35vq-model/

Like two days wasted so far with these people.... ummm I said it is an issue with the game, used my old tiny 1080p display runs fine... Both my 3440x1440 displays that have an aspect ratio of 21:9 that is supported by Bethesda, that they broke some years ago and why I stopped playing. Well yeah
https://help.bethesda.net/#en/answer/43959

It just blows my mind how these support agents are making stuff up as they go to try and just close the ticket having me lower my resolution on my 3440x1440 21:9 display instead of you know escalating it higher to the devs to have it fixed... Then is trying to treat me like I am stupid in this whole situation.

"Greetings!

Thank you for contacting the Bethesda Customer Support Team. My name is Jason, and I am a member of an advanced team who will be assisting you with this matter.

Good to hear back from you with the requested report. In the MSinfo32, it shows the display is set to run at 3440 x1440 which is a 43:18 aspect ratio resolution and is not supported by Fallout 76. Please set the display to a 1920 x 1080 non ultrawide resolution.

If the display and Fallout 76 are both set to a supported resolution, and the in-game performance is still having issues, can you try deleting both of the Fallout 76 configuration files so when the game is next launched, it creates new files at the default values?

Deleting your Fallout 76 saved data file can resolve some errors on console. Please be aware that while deleting the save data will reset your Options settings, and no character data or game progress will be affected, this will delete all saved photos and they will not be restorable. Make sure to back your photos up before proceeding."

Yeah this is the incompetence I am dealing with... This is on Bethesda's end a frame time of 20-22ms is what is causing the phantom lag in my game because Bethesda did something with their Ultrawide support they need to fix on their end... It does it on two of my systems with both my Ultrawide 3440x1440 21:9 displays, It even does it on my Rog Ally Z1 Extreme if I run it off of one of my Ultrawides.

[Lerch2000]

Feel for you, the last Issue I had with Bethesda it took them 2 months to even assign an agent (open the dam ticket), and this happened roughly after a week of me contacting Microsoft directly. Then they had the nerve to ask me for an evaluation of their performance. Some people out there might claim, they might have you on some kind of blacklist, this may be so, but since I paid full price for the title which includes Customer support this claim has no merit.

The only real way to fight this kind of behavior is their wallet, the larger the company the harder it will be for them to take notice since word of mouth cannot keep up with brand loyalty or ads.

One thing I can suggest is if you have a copy of when they claimed it was supported, maybe then you can force their hand.

[Lerch2000]

And I'm sorry Moo, but this is the reason I shed no tears for their support being laid off, If they aren't willing to do their jobs, they shouldn't have them.

[Mooman]

Blame ROG for marketing it wrong. 21:9 isn't the same as 43:18. Divide the resolution and compare to dividing 43 by 18. Fallout only supports true 21:9.

3440/1440=2.388
43/18=2.388
21/9=2.333

Originally posted by Lerch2000:

And I'm sorry Moo, but this is the reason I shed no tears for their support being laid off, If they aren't willing to do their jobs, they shouldn't have them.

Community management isn't the same as customer service...

[MonkeKing13]

Is there a way to block someone's forums post? I literally have to ask now. I made it 1 paragraph in before I was wincing thinking of their issues.

[BizarreMan]

Strange. I play 3440x1440 21:9 on an almost daily basis.p with no issue. Other than on occasion if I update my video drivers nVidia may screw stuff up.

[Sirius]

Originally posted by MonkeKing13:

Is there a way to block someone's forums post? I literally have to ask now. I made it 1 paragraph in before I was wincing thinking of their issues.

The irony.

[lockwoodx]

To Bethesda's credit.. Ultrawides have only been around a tiny fraction of the company history. They're old devs who don't do well with new tech, hence using the same game engine over 20 years.

[AlexSledge]

While this does suck for you, the fact is ultrawide monitors will never be anything more than a niche gimmick like 3D movies & VR. Longer term you're better off moving away from edge case hardware.

For now though, I agree, sucks.

[Boboscus]

You are using a setup that is so rarely used no one actually cares about its support, it's a waste of time for anyone to use resources on that.

[Mooman]

Originally posted by BizarreMan:

Strange. I play 3440x1440 21:9 on an almost daily basis.p with no issue. Other than on occasion if I update my video drivers nVidia may screw stuff up.

It may be a scaling thing. Problem with windows is there are two places where scaling could be done. Windows or the driver handling the scaling.

So you may have true 21:9 stretched to 43:18 by one of those drivers, I don't know. It's kinda why I hate tech support because there is no telling how someone setup their machines.

It's also why I think support suggested setting a true 21:9 resolution to allow the drivers to handle the stretching.

[Lerch2000]

Originally posted by MonkeKing13:

Is there a way to block someone's forums post? I literally have to ask now. I made it 1 paragraph in before I was wincing thinking of their issues.

If you go to their profile page, there is a drop-down menu, use it and select Block all communication.

You will see that they did post but can't read what it is unless you click it.

[Donta1979]

Originally posted by Mooman:

Blame ROG for marketing it wrong. 21:9 isn't the same as 43:18. Divide the resolution and compare to dividing 43 by 18. Fallout only supports true 21:9.

3440/1440=2.388
43/18=2.388
21/9=2.333

Originally posted by Lerch2000:

And I'm sorry Moo, but this is the reason I shed no tears for their support being laid off, If they aren't willing to do their jobs, they shouldn't have them.

Community management isn't the same as customer service...

thing it is does it on my acer display as well that is 34" 3440x1440 21:9
They had it right once before, then broke it afterwards, it puts frame time so high the game is a lag mess. What support suggest makes the stretching worse.

[Nemesis2k7]

make sure windows DPI settings are at 100%. nothing higher or lower. failing that, try a lower resolution, or borderless fullscreen