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trainer772

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trainer772
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Bowlofrice Korea, South
PostedApr 22, 2012 4:30 pm   Last edited by trainer772 on Nov 30, 2012 10:14 pm. Edited 20 times in total

[Support] AVA FAQ and Info

Bans? Hackers? Tickets? See this before posting!
General AVA FAQ and info


My first attempt to make a multi-tiered guide using Aeria forums tools.

If this thread fails to answer some questions you have, feel free to post in this! I will gladly answer asap and I will love you for not making an extra unnecessary thread.

Table of Contents

Ban Info/hackers
Hacker reporting announcement

Tickets

Forum Rules

Billing issues

Money/EXP FAQ

Gamesage info

Guide Directory

Lag issues

Announcement archives

Free offer help

Other resources

TOS

Aeria General help

Fair Play Rules
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trainer772

Rank 5
trainer772
Joined
15 Feb 2012
Posts
3336
Location
Bowlofrice Korea, South
PostedApr 22, 2012 4:31 pm   Last edited by trainer772 on Sep 07, 2012 1:59 pm. Edited 22 times in total
Ban info

So, what are bans? Bans do not mean that your account is deleted. Instead, there has been an access restriction placed on your account. Your account is still intact and may be recoverable using the following resources. You can check your email to see if you have been sent an email containing the terms (or timespan, if applicable) of the ban.

AVA ban specifics:
-If you hacked/glitched, don't bother appealing. It's a waste of time.


Complete Ban info resource:
http://www.aeriagames.com/forums/en/viewtopic.php?t=874805

Most important rules:
-Do not discuss bans in the forums or SB. If you insist on making a thread about your ban I will get around responding with a prewritten response and getting a lock, which I never want to do.
-If you repeal and ask for proof but don't get your account back, please don't send any more tickets. Spamming is rude.
-If your timed ban did not go away, wait an extra day before submitting a ticket.
-If you want to dispute a ban, go http://www.aeriagames.com/contact/ban. However, please note that the Action Team will judge you with fairness. If they do not repeal the ban, do not send more tickets or they may be marked as spam.
-Don't tell a GS to talk to a GM about your ban. The only instance this can be sidestepped is when you have submitted a repeal ticket and it goes unanswered for 48 hours.


Hackers

It has come to my attention that many diligent hacker-hating AVA players have been sending in insufficient evidence to prove that someone hacks. While we really appreciate the effort, the majority of screenshots that are sent in are unable to truly prove that someone hacks. For example, sending in a single screenshot of one person making a pistol kill is unable to show whether he used a 1-shotkill hack or not. After you report him using the in-game report function, you should follow the following procedure.

Procedures for gathering sufficient evidence:

For best effect, send in a video! Use a recording software like Bandicam or Fraps and record the hacker in action. Then use a movie editing software to cut to the meaty hacking parts, upload the clip to Youtube, and send a private video link via a ticket. This will provide firm, irrefutable evidence to get that nasty hacker banned!

If you don't have a screen recording software or are unable to run it, that's fine. You can take many screenshots sufficiently proving that the person is hacking. Then go to Postimage, click the "Choose files" button, go to your screenshots directory (Most likely located at C:\AeriaGames\AVA\avaGame\ScreenShots), and click upload. Then take the pictures' url and send it in a ticket.
If the player is using a namechange hack, make sure to take screenshots of the scoreboard and of the report screen to show the player's true IGN.

Due to the high amount of false hack reports, it is essential that you provide enough information to prove that the person is hacking.

Thanks guys~

trainer772

Rank 5
trainer772
Joined
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Posts
3336
Location
Bowlofrice Korea, South
PostedApr 22, 2012 4:31 pm   Last edited by trainer772 on Jun 05, 2012 6:53 pm. Edited 8 times in total
Tickets

Click http://www.aeriagames.com/contact for the complete list of ticket categories.

Important things to remember:
-Using proper grammar and speech etiquette will brighten a GM's day and/or make it easier to understand.
-Every time you update your ticket, it will be pushed to the bottom of the list. So don't update your ticket every 10 minutes expecting a faster response.
-Please be patient. After you submit a ticket, you may have to wait up to 48 hours. So don't start spamming SB with your RT# after a mere 20 minutes.
-If no action has been taken upon your ticket for 48 hours, you may ask a GS to give a GM your RT#. If it has been either "opened" or "stalled" please do not contact a GS/GM about your ticket, since it has been looked at but cannot be addressed until due time passes.
-If you send in multiple tickets about the same issue, they may be marked as "spam" and ignored.
-Other peoples' issues are just as important as your own! Be patient and wait your turn. Don't start raging that your ticket hasn't been answered for 4 hours; there may as well be a hundred tickets being answered, each with its own complicated issue.

Ticket Status from the outside: (Thanks to Raku)
Pending - Hasn't been looked at yet.
Holding - Aeria - Aeria looked at it and is working on it.
Holding - Customer - Aeria looked at it and solved it or needs further information from you.
Spam - You've sent the ticket too many times. Don't do that.

Ticket status from the inside:
Ticket created - You created a ticket.
Response from Team Aeria - Someone responded! Yay.
Your response - You responded to the ticket. This is to provide followup information (if requested) or to ask for the ticket to be closed.
open - The ticket has been opened, most likely for the status to be changed to "resolved."
stalled - Your ticket is a complicated issue that will most likely require time or other input to answer. It may take an indefinite amount of time to complete.
resolved - The ticket has been resolved. A ticket must be "open" first for it to be resolved. It means that either the ticket is finished or the support staff needs more information if specified.

Just to give you an idea of how busy GMs are with answering tickets:
I submitted a ticket on 3/16. The RT# was 7409411. The next ticket I submitted was on 4/21 and its RT# was 7606321. That's 5,500 tickets a day. Wait, is it? That can't be right O.o

trainer772

Rank 5
trainer772
Joined
15 Feb 2012
Posts
3336
Location
Bowlofrice Korea, South
PostedApr 22, 2012 4:31 pm   Last edited by trainer772 on Jul 08, 2012 9:00 pm. Edited 6 times in total
Forum rules

If you feel like ranting: http://www.aeriagames.com/forums/en/viewtopic.php?t=351732


http://www.aeriagames.com/forums/en/viewtopic.php?t=28997
 
Etiquette

  • The forum and shoutbox are rated PG-13 in all areas. For references to what that means, you may check here.
  • Language that is offensive, unlawful, harmful, threatening, abusive, harassing, defamatory, vulgar, obscene, hateful, racially, ethnically, or otherwise objectionable is not allowed.
  • Please be respectful when using the forums and shout-box
  • Please use the search function first before asking a question. There is a good chance that your question was already asked and answered before.
  • Discussion of a national, political, religious, sexual, or ethnic nature is prohibited.
  • Using disruptive ways of typing in such as ALL CAPS or any other disruptive (DiSrUpTiVe) way is prohibited.
  • Abbreviations of inappropriate words/terms are not allowed in the shoutbox/forum (even if allowed in game).


Virtual ID Images

  • Avatars must be no more than 200x200 pixels and no more than 60kb in file size and must not be offensive.
  • Signatures will not exceed a width of 700 pixels or a height of 200 pixels (700x200 = max), and a file size of 120kb
  • Signatures may not directly link to an automatic Karma Rating, or 3rd party website.
  • If any picture avatars that do not meet this guideline, they will be removed without notice.


Impersonation

  • False representation, including impersonation of any person or entity or misrepresentation of your affiliation with any person or entity, is not allowed. This includes Game Masters, Game Sages, Customer support and Production Managers.
  • You may not use any content protected by intellectual property laws or by rights of privacy, unless you own the rights thereto or have received all necessary consents. You shall be solely liable for any damage resulting from any infringement of copyright, trademark or other proprietary rights.


Abuse

  • Power-posting, spamming, excessive bumping and flaming is not allowed.
  • The posting of advertisements is not allowed and will result in disciplinary action.
  • Posted links may not contain redirects or unique identifiers used for referral/advertising.
  • Phishing will NOT be tolerated and will result in the permanent loss of your account.
  • Use of additional accounts in order to continue to violate the rules, will result in disciplinary action on all accounts.
  • You will follow the instructions of authorized personnel while in the ShoutBox/Forum.
  • Any Violations of these rules will result in the post being removed without notice.


Privacy

  • Personal information such as PMs, emails, email addresses, phone numbers, addresses, and the like are not to be posted in the forum or shout-box.
  • PM's, emails and Tickets are considered personal and are not to be posted or otherwise made public without permission from all parties.
  • Ban’s are not to be discussed in the forum or shout-box, nor in PMs. This includes why, when, who and what for. No exceptions.


If there is any issue that can not be resolved with reasonable, calm discussion, please use the contact us form.

AeriaGames Policies
http://www.aeriagames.com/help/technical
http://www.aeriagames.com/policy/eula
http://www.aeriagames.com/policy/privacy
http://www.aeriagames.com/policy/rules
http://www.aeriagames.com/policy/terms

Help Links
http://www.aeriagames.com/help
http://www.aeriagames.com/help/billing
http://www.aeriagames.com/help/general
http://www.aeriagames.com/email/whitelist
http://www.aeriagames.com/contact  

trainer772

Rank 5
trainer772
Joined
15 Feb 2012
Posts
3336
Location
Bowlofrice Korea, South
PostedApr 22, 2012 4:32 pm   Last edited by trainer772 on Sep 27, 2012 10:03 pm. Edited 11 times in total

trainer772

Rank 5
trainer772
Joined
15 Feb 2012
Posts
3336
Location
Bowlofrice Korea, South
PostedApr 22, 2012 4:32 pm   Last edited by trainer772 on Aug 12, 2012 9:03 pm. Edited 5 times in total
Please check the Self Help -> Info section.

trainer772

Rank 5
trainer772
Joined
15 Feb 2012
Posts
3336
Location
Bowlofrice Korea, South
PostedApr 22, 2012 4:32 pm   Last edited by trainer772 on Oct 15, 2012 9:28 pm. Edited 3 times in total
Gamesages

Current AVA GSs:
fpsgamerchiha
inkofdeath
SnowShovel_AVA
trainer772 Very Happy
uxys
wiNx.


Information resources:
http://www.aeriagames.com/forums/en/viewtopic.php?t=1526193
http://www.aeriagames.com/forums/en/viewtopic.php?t=28997#209901
http://www.aeriagames.com/forums/en/viewtopic.php?t=28997#209904


 
The role of a GS is a fairly simple one but that does not mean its an easy role to fill. They do ride that line between player and employee and that can be stressful at times. Despite what some might think they have no real power, but that does not mean they have no influence. GS's are fairly active both in game and and on the forums/shout box. They sometimes help GM's test new content/patches, reproduce glitches/bugs to help report them, and help the community members with special situations. They also may write guides, FAQ's along with organizing and running events.

The most confusing part of the GS position is assisting players with conflict/issue resolution. They must maintain a neutral standing in all situations and maintain a level of fairness when this is concerned. GS's are also there to help in time sensitive matters. However, when approaching a GS with the majority of the issues nine out ten times they will be telling you "put in a ticket". And here's the reason.. When they bring the issue to us, we'll tell them "put in a ticket". But Ultimately a GS is supposed to be a positive influence in the community.
 
 
A Game Sage is a community volunteer, who has been recognized for their expertise in one or more games. They are normal players, but have the assistance of the GM Team with their community services.

The requirements to be a Game Sage are:
  • Must meet Community Volunteer requirements.
  • Must have 2 months experience with the game. (may be waived)
  • Must have been an Aeria Games Member for 2 months.
  • Must have met the specified level/rank/achievement levels.
  • Must have met the forum post requirements for the game.
  • Must be over 16
  • Must have time to contribute to the community in their specified role
  • Have record of contribution on forums and in game
  • Have strong people skills and enthusiasm and knowledge
  • Have desire to expand and improve the community
  • Show teamwork and ability to work and foster discussions with others
  • Have or be willing to meet any additional requirements in their specified role
  • May not be on any watched or banned lists.



Membership to the Game Sage program is limited. Recruitment will be at the beginning of each month, and be announced on the forums.

The GS team activity is recognized in three specific areas:

Forum support, where they help players to find answers to thier questions about the game.
In-Game Events, where the GameSages organize, run, and promote events beyond those offered by the game itself.
In-Game Support, where the GameSages provide answers to questions, work as mediators for disputes, and generally assist the players to enjoy thier gameplay.

You may only be a GameSage for one game at a time.  

trainer772

Rank 5
trainer772
Joined
15 Feb 2012
Posts
3336
Location
Bowlofrice Korea, South
PostedApr 22, 2012 4:32 pm   Last edited by trainer772 on Aug 12, 2012 9:04 pm. Edited 7 times in total
Other guides

May or may not complete this.


Warning: Do not use AVA Wiki as a resource. It is extremely uninformative and unreliable. Much of the information there is a rip-off of the guides found on AVA forums.

Warning: Old and obsolete versions of my guides may be found on various other websites. Do NOT use them, since they were leeched without permission and may contain inaccurate information. There will only exist two authorized copy of my guides, and that is on Aeria forums and ijji forums. Any other place has leeched the guides without permission.

trainer772

Rank 5
trainer772
Joined
15 Feb 2012
Posts
3336
Location
Bowlofrice Korea, South
PostedApr 22, 2012 4:33 pm   Last edited by trainer772 on Aug 12, 2012 9:04 pm. Edited 3 times in total
Check the Self Help -> Tech section.

trainer772

Rank 5
trainer772
Joined
15 Feb 2012
Posts
3336
Location
Bowlofrice Korea, South
PostedApr 22, 2012 4:33 pm
Prewritten Response Form

Despite the fact that there are plenty of resources available for people, they keep repeating the same mistakes over and over again. I've made some prewritten responses to make everyone's life easier. Any time I see a post that pertains to these subjects, I will dutifully copy and paste the corresponding PRF.


Prewritten Response Form
Subject: Hackers
Aeria's policy: Posting hacks, pictures of hackers, or haccusations on forums is not allowed.
What you should do: Please delete the original post's content. Submit a ticket with screenshots and clearly state the IGN and what they are doing. Further posting will result in a lock.
Info links: Basic hacker overview

Prewritten Response Form
Subject: Unfair clan war (hacking/stacking)
Aeria's policy: Posting hacks, pictures of hackers, or haccusations on forums is not allowed. No policy atm on posting stack pictures, but it is highly discouraged.
What you should do: Please delete the original post's content. Submit a ticket with screenshots and clearly state the IGN, clan name, and what they are doing. Further posting will result in a lock.
Info links: Basic hacker overview

Prewritten Response Form
Subject: Bans
Aeria's policy: Posting about bans and ban discussions are not allowed.
What you should do: Please delete the original post's content. Read the info link below and submit a ticket to Aeria if applicable. Further posting will result in a lock.
Info links: Basic ban overview. Complete ban guide.

Prewritten Response Form
Subject: Tickets
Aeria's policy: -----
What you should do: Visit the info link to learn about ticket procedures.
Info links: Ticket info

Prewritten Response Form
Subject: Billing issues
Aeria's policy: Can be found in info links.
What you should do: Look for the answer to your question among the links provided.
Info links: Billing forums. Aeria Billing FAQ
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