Most useless Support ever

[Avataras83]

Since 2 weeks i cannot play. There seems an Issue with my Account (maybe Database):
I wrote 2 Tickets - with all my tests i did, the support gives just the same answers "try drivers, check network..."
I wrote i tested on same PC - in same network - my main account cannot connect. my second test account can connect. answer: test your network. So the support made the tickets as "Solved" ist sucks

[Winter Wolf]

That sounds like something on your account is broken. Specifically it sounds like a permissions issue.

There was a problem apparently on a few accounts because of some bugged file that people were talking about before the new year. I recommend you CALL instead of using the automated online web app. The people who maintain it might not be aware of special issues that would cause this for you.

[Avataras83]

yeah i told this crappy 1st level support this issues. but they are too stupid to read,
i made complete tests, with 2 computers, 2 android devices, wifi, LAN, or 5g. just my main account wont work - all others work fine. not necessery what hardware, system or network.
But 1st level support recommends to change the network dns, and check driver updates...

actually i have 2 tickets ♥♥♥♥♥♥♥♥ (1st level support made them "SOLVED!") and wrote 2 in the ♥♥♥♥♥♥♥♥ bug page - lost forever...

[Winter Wolf]

I don't see any mention of Firewall checks. Did they cover that with you? If your firewall (or even just Windows Defender) or antivirus is rabid enough it might be stopping the connection. Especially if it is specific to your machine and not your other devices. Other than that, seems like a puzzler.

It "is" wrong for CS to just shut down tickets they can't solve. Very unprofessional. That's another reason to make the phone call instead of trying to solve this with chat and web apps. I long since stopped bothering with WOTC bug reporting. They are just really bad at it and bug solving is not in their wheelhouse imho. Their website is one of the worst I've ever experienced and I've seen it devolve over the decades.

That said, when I had a problem with my 6 digit dci number CS was able to help and also helped unify my accounts when they had required different ones for different parts of their online presence. Keep at it.

I do have another question for you. You said this started two weeks ago. At that time if you can recall did you install anything else on your machine? Did this happen after an update? Lastly and this may be a long shot but do you have an older backup of your system than 2 weeks? Maybe try rolling it back (after backing up your current one) and see if that makes a difference.

[Ha 何豪源]

how can you write the support? i tried to wrote them on 14.12, they said service not available and on the 15.12 till today they went on holiday ... are they maybe racist towards asians or what?

[Avataras83]

https://mtgarena-support.wizards.com/

[Avataras83]

@WinterWolf:
This is my Ticket at mtga support:

If it's easier to understand i can write in english also.
The Issue i wrote yesterday is still there. It's no Hardware Issue, no Software issue and also no internet connection issue - so dear first level supporter give it to someone with deeper possibilities. I work as admin in a mid size company.

I actually cannot login with my main account (d*******@g******.com)

1. it's loading some time and ends in an black screen.
2. It's loading some time and gives a failure "Collection could not be loaded"
3. on android same problems

on the same PC - with my second "testing" account (d******@h*******.com) i can connect and play without problems!

So the Problem is with my main account - please check if there is something not working correctly! The last i made was buying a card sleeve.

and this is the greatest answer

Hello,
 
From looking at the info you've sent thus far, I recommend trying the following to see if that resolves the problem:

    Check to see that your machine meets our minimum system requirements.
    Make sure you have the latest version of Windows.
    Update your graphics card driver.
    Try performing a clean boot and just running MTG Arena without other software running. If this prevents the crash, re-introduce your other software one program at a time until you identify which software is creating the conflict, then pursue troubleshooting for that specific program.
    Restart your computer and router to see the problem was caused by something running in memory.
    Try shutting down other programs while playing the game - particularly ones that use the internet or take up significant system memory. Software like video streaming services can impair performance due bandwidth consumption or memory utilization.
    Make sure Windows and graphics card drivers are up to date, as updates may contain performance improvements or related bug fixes.
    Try lowering Quality to Low in the game client → gear icon → Graphics screen

If the issue might be related to connection issues, you can also try the following steps:
 

    Try using a wired network if you're having problems on wireless. This can work around any wireless network quality issues you're having.
    Try changing to a public DNS with these steps:
    Go to the Control Panel → Network and Internet → Network and Sharing Center → Change Adapter Settings → right click on the adapter you're using and click Properties → On the Networking tab, select Internet Protocol Version 4 (TCP/IPv4) and click Properties. Select Use the following DNS server addresses and enter 8.8.8.8 and 8.8.4.4 as the servers. Restart your computer and see if you see any difference in behavior.
    This can cause problems on some corporate networks - you may need to undo this change if it prevents you from accessing other sites you need.
    If you've made any customizations related to MTG Arena in C:\Windows\System32\Drivers\etc\hosts, remove those.
    Try forwarding the following TCP ports: 80, 443, 30010, 30003
    Try connecting with a US-based VPN
    Update your network drivers by going to Device Manager → Network Adapters → right-click the adapter you're using → Update Driver Software


Let me know what behavior you see after trying those steps.
 

[The Extra Chromosome]

I've got an issue where I log in fine but the game never stops loading so I can't ever play. It's stuck loading saying "checking for active matches" as if I'm searching for a game. Plus, it's not frozen cause the three dots are changing showing that it's an active loading screen.

[Berserkr]

Diposting pertama kali oleh Hooded:

I've got an issue where I log in fine but the game never stops loading so I can't ever play. It's stuck loading saying "checking for active matches" as if I'm searching for a game. Plus, it's not frozen cause the three dots are changing showing that it's an active loading screen.

I usually crash it from the task bar and it opens fine the next time