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16 May 2011
By MusterBuster

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PlayStation Outage - Outstanding Issues & Feedback

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PlayStation Network Outage - Outstanding Issues & Feedback

 

Hello Everyone,

 

This thread has two purposes:

 

  1. It serves as a place for you to inform us of any outstanding issues that need resolution after the outage. Once you notify us of any issue that we can replicate, we will raise a support ticket with the relevant people to get it resolved.

  2. It's also the place for you to place clear, concise and constructive feedback for us to report back to the business. If you're posting feedback, make it as short and as fact-driven as possible. I'd also ask that, whether you're giving positive or negative feedback, you include how you felt about the thing you're giving us feedback about.

 

To keep things nice and simple, please place one of the below headers at the top of your post to signify whether you're raising and issue or giving feedback:

 

Issue

Feedback

 

We'll keep a list of all the issues/feedback raised here in the OP - so please check this list below before posting to ensure you're not raising something which we've already escalated. If you have any further questions you can visit our:

 

*FAQs on PSN Outage*

 

For more information, check out our existing FAQ which covers most of your questions so far. We're updating it regularly, so keep checking back :)

 


 

Issues:

 

  • Some games which require the verification of downloadable content, or an online pass, are not working correctly when signed into the PlayStation Network (Mass Effect 2).
    Link
    Status: Resolved - for now, please sign out of the PlayStation Network when loading Mass Effect 2. Once the PlayStation Store service resumes, this will no longer happen.

  • Games which have a "Store" option hang when that option is selected
    Link
    Status: Resolved - please wait until the PlayStation Store service resumes before attempting to access these options.

  • Password change emails are being very slow to arrive.
    Link
    Status: Resolved - Please be patient. Our servers are dealing with an exceptional number of requests, and some ISPs are throttling our emails. We're negotiating with those ISPs and you can keep an eye on the PlayStation Blog for details.

  • Trophies won't sync
     Link
    Status:
    Escalated - This could be down to server load but will raise this just to make certain.

  • Although password is changed on PS3, users remain logged in here on the forums
    Link
    Status: Resolved - This is down to your browsers authentication information remembering you are signed in.  Consult the help files on your browser of choice to find out how to reset your saved passwords and sign in with your new one.

 

 

 

Feedback:

 

  • Updates lacked solid information regarding the restoration of PSN and felt that these updates should have given ETA's.

  • Those providing information over twitter were also tweeting information about games and things unrelated to the outage.
    Feedback: The community team will change our approach for any future issues so that we cover only the issue to ensure clarity.

  • It is currently unclear whether those with PS+ subscribers will receive replacement subsciption time for the time lost during the outage as well as the free month from the welcome back package.
    Feedback: Existing PlayStation Plus subscribers will receive 60 days subscription free.

  • Feedback: One user felt that the community team did a great job in keeping the userbase informed of updates.

  • Faster communication required during moments when PSN is taken down for maintenance sporadically as it was in the evening on 15/5

  • Why should PSN authentication be linked with all websites.  Is there anything that can be done to seperate our credentials from sites such as the forum, blog and PS.com?  Should the PS3 based system go down again, it would be nice to know that we can still get to our community.
    Feedback: Due to SCEEs moderation policy, users must remain accountable for actions across all services we offer and host.  Because of this, we must use PSN Sign In for all websites which allows users to upload content, including forums and blog.

  • After Sony leaked my personal information across the internet, my bank recommended that I sign up for ID Theft protection. This costs me £6.99 a month which I'm fairly confident is the going rate for this service.
    Feedback: Take a look at this blog post to see what SCEE/SNEE are offering for ID Theft Protection http://blog.eu.playstation.com/2011/05/17/details-of-snee-scees-identity-theft-protection-programme/

  • It would be a good idea to include more detailed updated on the PS3 in place of the standard "Under maintenance" message as not all users use forums or social media services.  The news feed at the top of the XMB could be used for this.

  • Welcome back package.  Many core users of PlayStation 3 already own the content offered as part of this offer.

 

Thanks folks!

 

MB

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For me, everything is working a helluva lot faster.

 

This outage has been a good thing. In a way. :D

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Mass Effect 2 hangs on the main menu when after the "Checking Downloadable Content" message. It doesn't freeze or anything, you just can't move the cursor or select anything unless you sign out of PSN.

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Issue

 

The ME2 hang happens to me.

 

I also have my PS3 hang and crash when receiving messages from jiggles if I am in game. 

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Issue:

 

Call of Duty: Black Ops hangs if you press "Store", it just keeps saying "Fetching", and you can't do anything about it.

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JordanBlack68 wrote:
Call of Duty: Black Ops hangs if you press "Store", it just keeps saying "Fetching", and you can't do anything about it.

 

 

I'll raise this, and as per above please ensure you use the headers, as per the Original Post, to raise feedback or issues.

 

It's really important to keep this thread nice and clean guys.

 

MB

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MusterBuster wrote:

 


JordanBlack68 wrote:
Call of Duty: Black Ops hangs if you press "Store", it just keeps saying "Fetching", and you can't do anything about it.

 

 

I'll raise this, and as per above please ensure you use the headers, as per the Original Post, to raise feedback or issues.

 

It's really important to keep this thread nice and clean guys.

 

MB


 

 

Sorry, just noticed that, and have edited it.

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Feedback:

 

 

I would like to thank the Moderation team who kept us as well informed as they possibly could on twitter & the forum. It could not have been a very good time to be in your position with all the hatred and anger directed at Sony.


Most of us see you all as the only link we have to the company and the stress you all must have been under dealing with our frustrations during the downtime will not be fully appreciated by many.


The head of SCE Communications should take this opportunity, in hindsight and understand that SCE's communications with its customers have to radicaly improve as most of the anger was generated because of their axiomatic relationship with us.

 

 


 


 


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GiggIz wrote:

Feedback:

 

 

I would like to thank the Moderation team who kept us as well informed as they possibly could on twitter & the forum. It could not have been a very good time to be in your position with all the hatred and anger directed at Sony.


Most of us see you all as the only link we have to the company and the stress you all must have been under dealing with our frustrations during the downtime will not be fully appreciated by many.


The head of SCE Communications should take this opportunity, in hindsight and understand that SCE's communications with its customers have to radicaly improve as most of the anger was generated because of their axiomatic relationship with us.

 

 


 


 



Thank you for your feedback, this comes under the first point in the feedback section in the OP.

 

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Suzzopher wrote:

The ME2 hang happens to me.

 

I also have my PS3 hang and crash when receiving messages from jiggles if I am in game. 


 

Please ensure you use the headers, as per the Original Post, to raise feedback or issues.

 

It's really important to keep this thread nice and clean guys.

 

MB

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Issue

 

I have yet to recieve an email to allow me to change my password on another account. The email was sent yesterday around 5pm after trying to sign in. When might I recieve it?

 

PS. The email address is Hotmail is case that makes any difference.

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Issue

 

Trophies wont sync.

 

I tried as soon as PSN came online and it took 10 minutes to get to 10% then gave me an error code. It posted them to facebook but I cannot update my trophy card to find out exactly what I earned during the downtime. Its no biggie and could be my connection/heavy server load but others have stated that theirs synced very quickly :(

 

It wasn't like this before the downtime.

 

I tried again late last night and first thing this morning. Same. It gets to the 10% point pretty quick but no further.

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it took me about 3 attempts before mine synced same as you about 10% then stopped, eventually worked.

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Issue

 

My friend received the e-mail to change his password, on his main account but upon entering the new password into the webpage he gets "Invalid Password Reset Token"

And it wont change for him, is there any way he can get it changed or will he require a new reset e-mail to be sent ?

 


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Weirskynet wrote:

Issue

 

My friend received the e-mail to change his password, on his main account but upon entering the new password into the webpage he gets "Invalid Password Reset Token"

And it wont change for him, is there any way he can get it changed or will he require a new reset e-mail to be sent ?

 



What happens when he tries the link in the email again?  Is he able to attempt sign on again on the PS3 or PC?

 

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Yaster wrote:

 


Weirskynet wrote:

Issue

 

My friend received the e-mail to change his password, on his main account but upon entering the new password into the webpage he gets "Invalid Password Reset Token"

And it wont change for him, is there any way he can get it changed or will he require a new reset e-mail to be sent ?

 



What happens when he tries the link in the email again?  Is he able to attempt sign on again on the PS3 or PC?

 


 

 

Issue

 

Well he can't sign in on the PS3 as it asks to change password ad that an email was sent, but when he tried the email he clicks the link and it takes him to the page but when he enters the new password it comes up with the error message 

"Invalid Password Reset Token"

 

Just remembered that the email link is only valid for 3 hours , could it be he needs a new email and if so how can this be requested??

 

He hasn't tried to logon to the uk.playstation site yet !, Hope this helps 

 

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Weirskynet wrote:

 


Yaster wrote:

 


Weirskynet wrote:

Issue

 

My friend received the e-mail to change his password, on his main account but upon entering the new password into the webpage he gets "Invalid Password Reset Token"

And it wont change for him, is there any way he can get it changed or will he require a new reset e-mail to be sent ?

 



What happens when he tries the link in the email again?  Is he able to attempt sign on again on the PS3 or PC?

 


 

 

Issue

 

Well he can't sign in on the PS3 as it asks to change password ad that an email was sent, but when he tried the email he clicks the link and it takes him to the page but when he enters the new password it comes up with the error message 

"Invalid Password Reset Token"

 

Just remembered that the email link is only valid for 3 hours , could it be he needs a new email and if so how can this be requested??

 

He hasn't tried to logon to the uk.playstation site yet !, Hope this helps 

 


Yep, this is to do with the email link only being valid for 3 hours after being sent.  Get him to try logging again on the PS3 or a PC, this should send another email to him.  Otherwise get him to call customer support (the number is in the back of all game manuals), they should be able to send another one out too.

 

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ytevo79 wrote:

Issue

 

Trophies wont sync.

 

I tried as soon as PSN came online and it took 10 minutes to get to 10% then gave me an error code. It posted them to facebook but I cannot update my trophy card to find out exactly what I earned during the downtime. Its no biggie and could be my connection/heavy server load but others have stated that theirs synced very quickly :(

 

It wasn't like this before the downtime.

 

I tried again late last night and first thing this morning. Same. It gets to the 10% point pretty quick but no further.


 

Sorry mods ignore this issue now.

 

It finally synced after waiting 6 minutes trying to get the error code for Yaster :)

 

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Just for those who use Hotmail and are not getting the email.

 

I have read on the net that Hotmail have stopped emails from Sony, until they have sorted all their issues out. How true this is I don't know but I just thought I would let you know.

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FEEDBACK

 

As usual during the outage the communication by Sony and you're team as been not forthcoming.

So during that time I've not been able to sign into the forums I've been forced to read the usual sycophantic nonsense from forum regulars.

I've also seen them shoot down anyone who dares criticise Sony what I've also seen is that the mods just sat back and let them.

The trouble with this forum and especially you MB is you're  too friendly with these people and let them get away with murder.

 

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SGTcolon wrote:

Just for those who use Hotmail and are not getting the email.

 

I have read on the net that Hotmail have stopped emails from Sony, until they have sorted all their issues out. How true this is I don't know but I just thought I would let you know.


 

yes this

 

bf waiting for his email via hotmail

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