MA support on screen resolution.

Entropia Universe Discussion General Discussion
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Case 57957 History
2005-11-11 [real name censored]:

Hi, I just downloaded the client and installed. I cannot login though because when the client opens the login buttons at the bottom are out of my screen. I have provided a screenshot for you to see the problem, it can be found here www.kronix.org/pe.jpg .

Please note that my resolution is set at 1024x768 , using an nVidia Geforce 6600 card, on WinXP SP2 with 1GB RAM and a P4 3.2Ghz .

Thank you for any help you can provide.

2005-11-14 MindArk Support:

This do seems very strange, it seems like you have not been able to change the screen resolution to 1024x768 or you screen do not support those settings, please try again.

2005-11-15 [real name censored]:

My monitor is an A901HT VisionMaster Pro 450, its a 21" that can support resolutions up to 1920x1440 pixels. So thats definatly not the problem. I can also assure you that it is indeed set to 1024x768. I have provided another screenshot located here http://www.kronix.org/ss1.jpg . I know you agree that if my resolution was anything below 1024x768 I would not be able to have so many icons and still have some empty space on my desktop.

I play other online games such as Ultima Online, Conquer and Anarchy Online without any problems. Offline games such as Civ4, AOE3 and Black and White 2 are also running without any problems.

If it might help, I have recently installed the .NET Framework version 2.0 from the Microsoft Update.

If you need further information please let me know.

Thank you.

2005-11-15 MindArk Support:

As previously explained if you cannot make it run in 1024x768 you cannot participate in PE. This might change at later stages but for now it wont work.
/Regards

Do they even read? And he closed the ticket too. Great start, good thing this happened before i invested time and money into this game. Goodriddens MindfArk.

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Posting the screenshots actual size would help, that way you could ‘prove’ the resolution.

Anyway, PE will force 1024x768 when it launches, as you have such a spiffy monitor, why not just go ahead and max it out so you can launch the game. Or, as the problem is due to the way your computer is handling the client loader, you could try to resolve the problem youself.

I see you are using Windows XP. Try making a new windows account and log into that, you should get a set of default settings, see what the client loader looks like in that.

There are other ideas, but I’m too lazy to list them right now. I’d bother, but I expect your next post will be an equally mis-spelt thread entitled “EP Support is Carp”

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Thats what you got with a free support :smiley: j/k

One thing to do is..

When client start.. it will default be in the text box with login name

so… “Name” TAB “Passwd” Enter =)

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I edited the thread title, we do not like whining and swearing here, especially not in thread titles.

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are you absolutely sure you have the latest drivers for your card? also, have you tried using a higher resolution then the one MA states at the desktop level?

Also check that you have the latest service packs, security patch and hotfix level for your OS, and that you have the latest version of Direct X

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Tried scrolling down on the scroll bar handle on you right hand of the screen? :rolleyes:

Also, the text input marker is at the “username” field by default when you click the client loader icon. type your username, then hit “tabb” once and type your password, then hit enter. I tried this by pulling the window out of my screen, and it worked nice anyway.

[EDIT:] oh and save yourself a 40-50 MB of RAM by turning off that horrid looking XP theme…

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The ‘CL’ runs in IE. (internet explorer)

You have some odd settings stored on the sizing of your secondary windows, normally altered by pop-ups.

Perhaps clearing your IE cache or reinstalling IE?

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[QUOTE=Kalashi]
The ‘CL’ runs in IE. (internet explorer)

You have some odd settings stored on the sizing of your secondary windows, normally altered by pop-ups.

Perhaps clearing your IE cache or reinstalling IE?
[/QUOTE]

probably one of the closest solutions at least. ther eis something defintly wrong with how the Client Loader is loading up it’s to big not like normal you should not see that much grey on the sides.

you could have somem spyware crap so download adaware and spybot from www.download.com next i’d try completely unistalling pe start->control pannel - >add remove programs dont just delete it.

also the bove solution

type your name tab type your password press enter will work.

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@dirk

A new uncropped screenshot is available here http://www.kronix.org/ss2.jpg

As i have been staring into a monitor for the past 16 years I have been branded a nerd and condemned to wear specs. Increasing the resolution above 1024x768 would not be practical in my case, specially since I spend most of the day programming and reading/writing reports. In addition, if the game was advertised to only work on resolutions above 1024x768 then I would not be in a position to express my dismay that support is below par.

Thank you for the new windows account suggestion, i experienced the same result though. As for the spelling of the word “crap”, whether it was a typo or the admin changed it does not make a difference and is a non issue, therefore you are either genuinely interested in correcting peoples spelling for the sake of world peace, or you are one of those who would go low as to belittle people for their spelling, but end up belittling yourself for having such a mentallity. I would hope you are really interested in correcting my spelling, and for that I thank you.

@ Dannei

Thank you, indeed free support usually leaves alot to be desired :slight_smile: but I am of the thinking that support for a business, free or not, should still strive to reach higher quality standards than the abismal job I have recieved from MindArk. Not to mention that their business model does revolve around deposits of real money.

@MindBuster

Its your call admin. Although saying “MA support is crap” might be considered swearing and I appologize for that, I do not see whining in a legitimate complaint. I believe whining would be something like “he always gets ATHs and uberloot, but i never do! waaah?”. Big difference.

@Crosis

Thank you for that reply, Im glad someone actually posted a respectable andintelligent one.

Yes I have sued the 81.85 driver version initially (i believe there is a newer one released just a few days ago), and had that problem. I later downgraded to driver version 77.77 (to play Civilization 4 as there were some bugs with the latest one) and tried PE using that driver, same result. One thing I noticed, is that when i clicked the link to test my config on the PE page, it passed all tests except the driver version test, saying that 7777 did not pass, although on the download page it says it requires atleast version 7727. That is an error on PE’s side that also needs to be fixed.

I did use a higher resolution, and indeed the full application appeared and i was able to see and click the buttons and boxes at the bottom. I could use those resolutions to play, but i find it hard to see anything as everything becomes too small for my eyes that are already suffering with specs.

I have DirectX 9.0c . All high priority fixes on the Microsoft Update site are installed, and the only one not installed from the normal software fixes/updates is the Windows Media Player 10 one.

Oh well, it seems its not meant to be.

@e-lite

That scroll bar is for the built-in web-browser, the buttons and textboxes are on the app form, which is not affected by the scroll bar.

I guess ill have to try tabbing, and see if the client will fit into the screen after i go inside the game. Thank you.

As for the XP theme, I like it that way and it does not effect any of my memory intensive applications, 1GB RAM is not too bad.

----

Finally, if I do not find a permanent solution, then it is enough that someone at MA might see the obvious rudeness and incompetence of the support staff and do something about it, for MA’s sake not mine. What makes this specific support ticket even worse, is that the customer (myself) was polite, provided alot of information, and took the initiative to provide screenshots to help tech support in resolving the problem, and even respectfully asked if they need more information of any sort. Now if I had such a haphazard reply from them and practically had the door closed on my face in such a rude manner, then it scares me to think of what is happening to those who are less adept in providing relevant information to tech support, such as “The game wont work, whats wrong?”. The tech support are in my opinion in need of some TQM courses or Customer Care courses, if not, then maybe a senior person in MA would take note of this and take some corrective measures, again for the benefit of MA, not mine.

Thank you all for your time.

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@Kalashi

I have cleared the temporary cache, no go. You are right that the client does use a browser window, but thats a built-in component. The are where the buttons and text boxes are located is actually a normal form, unrelated to the IE window in the middle.

@RexDameon

I have Ad Aware and Spybot Search and Destroy both installed on my system, and updated with the latest definition files. Doing a deep scan only produced some tracker cookies, nothing else suspicious. I also have Norton AV 2005 properly updated, no viruses (except the the single trojan that i stored for research purposes).

I have also checked using the online virus scanner, same result as Norton. (although I did that 2 days ago as part of my monthly maintenance of the PC)

In addition, I have also used Autoruns from sysinternals.com to scrutinize anything funny running during startup. Nothing fishy in my normal windows startup, or the ini files, or the registry startup entries, and nothing out of line in any of the running services.

I might just have to live with this and use tab as many others including yourself have suggested.

I do think its more related to one of two things. Since I heavily program in Visual Studio 6, and from the looks of it the loader is a VC++6 or a VB6 app, then they might be coded to use older controls than the ones I have installed. I am under the impression that the majority of normal users would not have those controls updated as I do. I might have a newer IE control than the one they are using, or something of that sort. The other is more like a fix than a cause. If the loader was coded to use relative dimensions rather than fixed ones, this would not happen, even if the problem was from my side. Or allow the resizing of the client window. My 2 cents based on my experience from apps I have created that suffered from the same problem.

Thanks again, I hope to see you all ingame soon. I will let you know how it goes.

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sorry to hear no luck yet. I had the same problem with CIV4.
If i come across anything else, ill post here.

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1024x768 on a 21" - Are you blind or something?

a 21" monitor shouldnt ever be CONSIDERED to be set below 1280x960 in my opinion. I mean, even on a 19" in 1024x768 the desktop looks.. HUUUUGE