You know what's awesome? Incredibly slow email tech support for impulse. /sarcasm

By Fatallight Posted August 14, 2008 12:14:58

I emailed tech support at 11:20am on 8/9 and got an email response confirming that the ticket was open and telling me to wait up to 2 business days. It's been 3 and a half business days (5 days total) and I have yet to receive a response from the tech support team. I'm just finding it ridiculous that I have to wait this long for a response from your tech support team and as a paying customer I'm frankly just pissed off at this point. I just want to download a damn patch for my game, a process which I have never had a problem with until now.

0 Karma 14 Replies 3 Referrals

The Impulse devs have been combing these forums very regularly, and most threads get a response well within a few hours. The actual support email, though, is used for everything Stardock

What's the problem you're having with the patch? There's been a lot of discussion about it, and some solutions that tend to work, depending on your problem

which I have never had a problem with until now.

then why do you need the patch?

Fatallight,

I've checked our support e-mails and do not find one from you, only have your Stardock account e-mail to go on, boardrsr@xxxxxxxxx.net.
Could you have used a different e-mail? Can you provide the support ticket number?

then why do you need the patch?

I think he meant that he never had problems downloading a patch until now

I would guess that it's about the Sins 1.09b patch, usually resolved by toggling the new download mechanism in blue orb > preferences > connection. Shot in the dark, though, until we hear what it actually is.

Did you get an automatic response from our email server? If you did not then we did not receive the email. The support emails are very well in hand right now I am happy to say.

We will be glad to help however we can. It isn't necessary to take the "forum" style approach to make us aware of it. We pride ourselves on being on top of our game. We look forward to helping you.

If you did not get an auto email back from us and have to create another ticket please feel free to PM me the info. If you still don't get an auto response please check your emails for anything that could be causing the block. Examples would be foul language, embedded files, huge attached files, and so on.

I think he meant that he never had problems downloading a patch until now

Correct.

Did you get an automatic response from our email server? If you did not then we did not receive the email. The support emails are very well in hand right now I am happy to say. We will be glad to help however we can. It isn't necessary to take the "forum" style approach to make us aware of it. We pride ourselves on being on top of our game. We look forward to helping you. If you did not get an auto email back from us and have to create another ticket please feel free to PM me the info. If you still don't get an auto response please check your emails for anything that could be causing the block. Examples would be foul language, embedded files, huge attached files, and so on.

I did get an auto email. As I said in the original post: "...and got an email response confirming that the ticket was open and telling me to wait up to 2 business days."

Fatallight,I've checked our support e-mails and do not find one from you, only have your Stardock account e-mail to go on, boardrsr@xxxxxxxxx.net.Could you have used a different e-mail? Can you provide the support ticket number?

Ticket ID: PVB-687916

The Impulse devs have been combing these forums very regularly, and most threads get a response well within a few hours. The actual support email, though, is used for everything Stardock What's the problem you're having with the patch? There's been a lot of discussion about it, and some solutions that tend to work, depending on your problem

My problem as described in my support email:

Hello, I have been trying to use Impulse to update my Sins of a Solar Empire
game but every time I attempt, it says that I don't have enough space to
install it (Though I have 1.46GB on my C drive and 246GB on my second drive
for a 249mb update). I have tried the following steps as instructed in the
panic button newsletter:

From within Impulse:

-Click the blue Help icon in the upper right.
-Choose 'Open Impulse ProgramData folder'
-When the folder pops up, navigate to \InstalledXML\impulse_main.ini and
delete it. Close the window.
-Repeat the first 2 steps, but this time navigate to the \Temporary
directory and remove the \DownloadQueue and \ExtractedFiles folders.
-Close impulse and relaunch it. You may notice a long update time, which is
normal as it is rebuilding the deleted info.
If after these steps you still have troubles please contact support directly
by email.

A reply has been sent to that email response. Please check your Email account for our reply.

Some how the ticket got bounced into a few departments. My apologies for the delay. It isn't often something like this happens. We will attempt to get this corrected for you as soon as possible.

Fatallight,

Check your e-mail, reply sent.

Fatallight,

The solution for you is probably to change the temporary files (for Impulse) and the game install location. Follow the instructions below to change this.

a) click on the Stardock logo in the upper left hand corner and then choose "Prefences from the menu".

b) on the preferences dialog select "Folders" from the left hand colum.

c) turn the check box on for "Prompt for Install Directory"

d) And for the "Temporary Files Location" change it to a folder on your secondary drive where you have lots of free space.

e) click OK to save your settings

f) Try to re-install Sins. You should now be prompted for a install location. Select a folder to install Sins on your secondary drive and continue.

Hopefully that should take care things for you.

Fatallight,
The solution for you is probably to change the temporary files (for Impulse) and the game install location. Follow the instructions below to change this.
a) click on the Stardock logo in the upper left hand corner and then choose "Prefences from the menu".
b) on the preferences dialog select "Folders" from the left hand colum.
c) turn the check box on for "Prompt for Install Directory"
d) And for the "Temporary Files Location" change it to a folder on your secondary drive where you have lots of free space.
e) click OK to save your settings
f) Try to re-install Sins. You should now be prompted for a install location. Select a folder to install Sins on your secondary drive and continue.

Hopefully that should take care things for you.

This worked. I did some searching on the internet before sending you guys the email and I never found anything like that. Thank you T-Man

You are welcome.

I have a quick question about the fix though. Why is 1.46GB not enough space to download a 249mb update to a temporary folder?

Operating System drives need 'headroom'. You cannot successfully run an OS on an almost-full drive. Your system may tell you you have 1.46G free...but often that's not quite right as it can ignore existing temp files as yet undeleted, variable swap file size, and other caches.

It'd be a 'naughty' installer that allowed itself to totally max out an OS drive resulting in an unresponsive system or crash.

I believe it's always been the case that a typical OS drive should be no more than 3/4 or 4/5 full....was something like that...

and if your drive is that full , make sure it's regularly defragmented too .