City Of Heroes: Tech Support 101

Vyvyanne stopped by the Official City of Heroes boards with a little advice for anyone contacting tech support. Here is what he had to say:

One of the reasons that Tech Support asks you to turn off all other programs including anti-virus, when troubleshooting problems, is that you then remove anything else on your computer that could be interfering.

It is perfectly safe to launch the City of Heroes client without your anti-virus software. And in fact, at times the software may mistake a loading zone coming from City of Heroes as a virus and prevent you from connecting to it, causing a Mapserver disconnection or a client crash. We DO NOT recommend launching anything else that will connect to the internet such as your browser (Internet Explorer or otherwise) or e-mail client while the anti-virus software is off.

Why do we trouble shoot this way? Because it gives the most direct connection between the COH servers and your PC and can rule out possible compatibility issues with your anti-virus software that may be causing the problem. It is the same with routers and if you have one, Tech Support will most likely ask you to remove that as well in this troubleshooting test. What does this test tell us? Well if you are having connection or crashing problems with anti-virus software on or your router connected, but then don't have any problems with these things off, then it means that the problem most likely lies in the compatibility of the anti-virus and COH or the router and Tech Support can then focus on that aspect. If the problem continues with out these connected, them we can rule that out as a possible cause and focus on other areas.

I hope this helps you better understand the process. It is always your choice, but Tech Support can not help much in troubleshooting the problem if you are not willing to carry out the procedures.

Thank you,
Vyvyanne

See as you can tell, there is a method to the madness. LOL

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