PATCH 1.4 UPDATE 2/28
 
Dear C&C Generals players,
 
We're continuing to work on Patch 1.4. While we don't have a specific release time yet, it's likely that it'll get posted within a couple of weeks. If anything changes we'll keep you posted.
 
This patch will include some early balance tweaks, changing the lobbies names to encourage same language play, make game lists particular to specific lobbies, language filter fix ups & repeat games in the Games List. Also a couple of fixes for the mod makers which we'll detail later.
 
We are also continuing to analyze firewall workarounds or fixups and to work on the serious error issue. Look for our next post "Customer Service Calls Breakdown" to gain more insight here.
 
Thanks for the continued support.
 
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CUSTOMER SERVICE CALLS BREAKDOWN
 
Dear C&C Generals players,
 
In the spirit of open, frequent communication with the community I thought it would be informative to give everyone a perspective on the customer service inquiries since launch.  
 
Below you'll find the actual major topics that we've had inquiries on and our assessment of the overall climate based on these learnings.
 
1. Crashes/Errors/Lockups/Invisible units: Generals has higher system specs than most other RTS games. Most customers that are experiencing chop, errors or poor performance do not meet the min system specs for the game. If a machine is up to spec, we recommend shutting down background applications, getting the latest drivers for your video card, etc., and tweaking detail settings accordingly. For the players that do have the correct spec we will continue to diagnose their issues and try to fix them. Please note that this incomplete list of video cards below is not supported by Generals and the cards may experience problems:  
 
Voodoo4
TNT2
Trident Blade 3D
Radeon Mobility
Kyro 2
Rage 128
S3 ProSavage
Radeon 7200
Vivid XS
Mobility M6
Quaddro4
Intel 810e
Mobility M4
Voodoo5
 
2. ?Serious Error? ? This error first surfaced immediately after the product launched. Note that this error message is generic, and seems to be caused by one of four areas:  
 
- Incorrect system drivers (motherboard, video, etc)  
- Not meeting minimum system requirements (see above)  
- Using VIA chipset  
- Not configuring the cooling system of the computer properly, resulting in system overheating and ?serious error?. So far we've invited three users who experience this problem regularly and were in our area to come to the studio to have diagnostics run on their machine. With each case we found a machine related issue. We believe that there is something out there that may not be machine related and have been unable to find a repeatable case for it. If you are in the Irvine, CA area and you're getting this error regularly write to seriouserror@ea.com and title it "IRVINE SERIOUS ERROR". We'll diagnose you personally and if you are viable we'll invite you in for a tour, etc. and make you get some goodies for your aid...and your system for a few hours.  
- Possible correlation with Soundblaster Audigy soundcard. This is hypothetical but we'll take a look at it...may be just a chance trend.
 
We have been directing users to send their system information, along with details of the situation of the crash to seriouserror@ea.com. We still have a few cases of this issue where a user?s machine meets spec and is still experiencing it. We'll continue to look at it hard. If we get something reliable in time for Patch 1.4 we'll include it.
 
3. Cab file errors on install ? This is caused by improper or old CD ROMS / drivers, applications running in the background, and possibly a bad disk. We have posted a workaround on http://www.ea.com/exphat.jsp?destURL=http://eatech.custhelp.comthat instructs players to copy files to a folder on the desktop, and try installation from there. It's also recommended to temporarily disable DMA and reinstall, as well as ensure that the old multiplayer version of the game is completely uninstalled. This seems to have addressed the problem.
 
 
4. Firewall issues ? Generals can at times, require a user to configure their firewall specifically. We do have FAQs up for this, and will continue to make reasonable attempts to help with this issue. If all else fails, we recommend that you connect directly, since if one user connected with others with an improperly configured firewall may cause problems for all connected. Remember, just because you don't have a firewall doesn't mean that your opponent's don't. The more players in a game, the more likely this chance. You may need to contact your firewall manufacturer for assistance to configure your particular firewall. We are aware of a D-Link issue due to their updated firmware that we're reviewing. While we can't support all firewalls we will continue to enhance connections with each patch. While not everyone is squared away, we're making progress.
 
5. Players disconnecting ? Players are disconnecting when they see that they start to lose a game. We will address this in Patch 1.4. While it may not be our final solution we will take some more steps to deal with this cheat. In the meantime, we suggest you add that person to your Ignore List. More to come later on this issue.
 
These are the 5 issues that have made up 99% of the customer inquiries. We'll continue to track them and update you on the status of various issues. We are listening very hard and we'll continue working in the community?s interest.
 
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LADDER KIT UPDATE 2/28
 
Dear C&C Generals players,
 
Many players are anxious to get their hands on the ladder kit. So far we're about a day of development away and then we'll need to test it.
 
While some fans were unhappy that we gave Case's a headstart we felt it more important to provide a ladder to the community quickly. Plus, that ladder provided us with a relatively safe test bed to make sure the game was sending results correctly. I'm excited to see what the fansites, etc come up with. I know I'll be on those too!
 
Unless anything comes up we should have this out to everyone within a couple weeks. If anything changes I'll give everyone a status update.
 
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Some great updates and information there! Great going Harvard!
 
P.S. - If I am not on a lot tomorrow it will be because I might be reformating my computer tommorrow. So if I do reformat I will be sure to post in the shoutbox and hopefully return back that night. Did I mention if I do I will 0wn you on Generals.