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13-07-2010 until 13-08-2020
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New Support Helpdesk
Hi All,
We have implemented a new support helpdesk for e-frag. Access it here: https://uk-support-team.com/?group=efrag It has been integrated with existing e-frag usernames and passwords. So no additional logins to remember. Over time we'll also be populating the knowledge base. To increase the speed of our responses, we are not accepting support requests via e-mail, you must submit a support request via the web interface. This way it is quick for us to determine which account is the subject of any problem. This is a small part of the continuing improvements you can expect to see at e-frag over the coming weeks and months. |
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04-07-2009 until 04-08-2020
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Support FAQ's
I thought i'd stick some general FAQ's on here, as these will be things we ask for before we look into certain issues further. The below also outlines some common questions we get asked.
---------------------------------------------------------- 1. My server is lagging, why? A) Please provide us with a tracert so that we can diagnose where the network problem is, if any. More often than not, the issue will lie with your ISP's peering, and is totally out of our control. To do a tracert, do the following:
--------------------------------- 2) A plugin I installed is not working, why? A) In summary, contact the people who make the plugin. You can ask us to install it, providing there are instructions for the plugin. If after us doing it, it still does not work, you will need to go back to the plugin creators support area, and speak to them. ---------------------------------- 3) A plugin for sourcemod ins't working. Why? A) Again, this is the same as the above. We will add it, check the relevant cvars are in the config, and see if it loads then. If it doesn't, chances are its out of date, and no longer works. ---------------------------------- 4) I purchased 30 slots, but want to split this into 3 * 10 man servers, how do I do this? A) We often get questions like this, and the answer is alot more simple than many think. If you have purchased, for example, 30 slots of CSS, and you want to split this into 3 * 10 slot CSS, do the following:
-------------------------------- 5) I added a plugin, and now my server will not boot up. A) Please check the console output via the panel before coming onto support, as more often than not, its missing a file, or the plugin is not compatible. Some plugins are also not compatible with others, and will cause the server to crash. -------------------------------- 6) I found a bug in the panel! A) Please contact support so we can fix this. Our panel has had extensive testing, so there shouldn't in theory be any bugs. --------------------------------- 7) How do I add custom skins with Mani Admin? A) Please take a look at this tutorial found here. Plugin configuration is down to the user, we will help where possible, however, we will not install custom skins, nor will we look into any issues that are caused by incorrect installation of them. Tutorial link: http://www.ics-base.net/css_guide/admin_skins.php ---------------------------------- 8) How long should my server take to install? A) Somtimes servers may take up to 10-15 minutes to install. Usually however, your server will be installed in around 5 minutes. If its been longer than 20, please contact support. ----------------------------------- 9) I have installed a plugin and have no idea what to do with it. Can you configure it for me? A) Simple answer, no. We will offer guidance where available, and provide you with link to documentation for the plugin if its available. The reasoning behind this is that if we were to configure plugins for everyone, we would literally be here all day doing just that. ----------------------------------- 10) I have a Call Of Duty 4 server and it says punkbuster is out of date. A) Please resync your server. This issue has now been fixed. ------------------------------------ 11) My COD server isn't streaming, or files are not being saved to the correct place. (Changing Homepath and Savepath) A) Basically, you need to change your homepath and savepath of your COD server to the following: /home/83.142.49.100/cod4/9999/ Where the IP is, replace this with YOUR IP, and where the 9999 is, replace this with your server ID, which is found inside your FTP user login. Example of an actual one: /home/83.142.49.2/cod4/284/ Remember to restart your server after changing these. -------------------------------------- 12) Where are your servers located? Gamemonitor tells me its Germany I want UK. A) All our servers are located in the UK. Some gametrackers use outdated databases and therefore give an incorrect location on our network. The below link should clear this up for you: http://www.dnstrouble.com/index.php?...ontent=geocity -------------------------------------- 13) Are your servers Linux or Windows? A) This will depend on the game. The order system will tell you what operating system your game runs on and the games available to switch to after selection. -------------------------------------- 14) Do you offer Ventrillo servers? I cannot see them listed. A) Ventrillo have not responded to numerous requests for a license. Therefore it looks unlikely we will be hosting them. -------------------------------------- 15) FTP gives me a 553 permission denied error. I have logged in correctly using the details found on my panel and am not using the direct login link. A) Please email support to get the permissions reset -------------------------------------- 16) I would like to run a NON Steam version of a game. Is this allowed? A) No. Running this is in fact illegal and could get us into serious trouble, as well as yourself. Should we find any servers running illegal content, you will be asked to remove it or action will be taken accordingly. -------------------------------------- 17) Do you sponsor clans? My clan is the pwn and we want free servers! A) No, we don't. If we were to sponsor a clan, we'd most likely come to you first. We are more inclined to sponsor communities rather than clans. If you are the creator of a plugin however, such as sourceRPG, sourcemod, mani admin, then please contact us. |
