Re: [UPDATE] PVZ GW2 PC Matchmaking Error in Asian server and NA West

@EA_Shepard
Primary issue: unable to enter any functional online multiplayer lobby of any game mode on the Asian server.

When attempting matchmaking in any game mode on the Asian server, it shows a match is found after a long wait; however, it will always show “Failed to connect to the game session, please try again” instead of getting into a game. In contrast, matchmaking on other servers (e.g., NA East and EU) allows players to join games almost immediately. (video linked)

Causes: Intensive lobby crashing by cheaters.

The cheaters use game modifications (Mods) that bring incompatible content into online games and result in lobby abnormal closing, known as lobby crashing. When cheaters crash all lobbies in the server, the server becomes unable to create any new functional lobbies leading to the current situation. A similar issue occurred many times in the first half of last year due to the cheater rampage; the only difference is that this time, only the Asian server (and potentially NA West) was affected whereas servers from all regions were broken by cheaters last year. For those not familiar with last year’s situation, please refer to the linked thread on global online multiplayer server dysfunction: https://answers.ea.com/t5/Other-Plants-vs-Zombies-Games/Old-Report-PvZ-GW2-unable-to-connect-to-Multiplayer-Servers/m-p/12331303/

Lobby crashing is among the most destructive forms of cheating in the game. It can cause not only server dysfunction but also pose a constant threat to all players. Players will lose all XP and coins earned in the game upon the lobby crashing.

• EA App/Steam/Epic: EA app
• EA ID/Steam user ID: THDNA
• Attach the EA App Error Report ID: Not Applicable
• The EA app logs can be found in C:\ProgramData\EA Desktop\Logs & C:\Users\%username%\AppData\Local\Electronic Arts\EA Desktop\Logs
• Windows OS: Windows 10
• Windows OS version: Windows 10 Pro 22H2
• GPU model and driver version: RTX2070s 537.58
• Internet Service Provider: China Unicom
• Region: Northern China
• Are you using an internal or external drive? Internal drive
• Are you using an HDD or SSD? SSD
• Date this issue started (is it still happening?) Almost a month (about a week after EAAC implementation)
• Any other errors?
• Has the game been reinstalled? No, irrelevant.
• Have you power cycled your modem/router? No, irrelevant.
• Have you tried a different connection? Yes
• If possible, share a Screenshot or Clip: Refer to the video I just recorded: https://youtu.be/iMTmShG_aD8 
The first few minutes show failed matchmaking in all game modes on the Asian server. Starting at 6:40, the remaining part shows fast and successful matchmaking on NA East and EU servers, along with normal gameplay despite high latencies.
• Can you attach a DxDiag? Not Applicable

Most information requested is irrelevant to the issues, but I am providing it anyway. I hope these satisfy certain SOPs that must be followed in EA for situations like this.

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@EA_Shepard wrote:

Hey, All

To get this one reviewed by the right folks, I will need the following from everyone as soon as you can. Once we have all of the info below, we will forward it to the right teams so they can see what is happening.

• EA App/Steam/Epic:
• EA ID/Steam user ID:
• Attach the EA App Error Report ID Here
• The EA app logs can be found in C:\ProgramData\EA Desktop\Logs & C:\Users\%username%\AppData\Local\Electronic Arts\EA Desktop\Logs
• Windows OS:
• Windows OS version:
• GPU型号和驱动程序版本：
• 互联网服务提供商：
• 地区：
• 您使用的是内部驱动器还是外部驱动器？
• 您使用的是 HDD 还是 SSD？
• 此问题开始的日期（是否仍在发生？
• 还有其他错误吗？
• 游戏是否已重新安装？
• 您是否重新启动了调制解调器/路由器？
• 您是否尝试过其他连接？
• 如果可能，请共享屏幕截图或剪辑：
• 你能附上一个DxDiag吗？

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This obviously means that EA doesn't want to solve the problem, they make players feel difficult. If the server crashes, they don't have to find the cause on their own. On the contrary, they want some useless materials, pure and pure, but they don't want to fix it. If EA doesn't care about the player's feelings. We can stop playing this game.

This obviously means that EA doesn't want to solve the problem, they make players feel difficult. If the server crashes, they don't have to find the cause on their own. On the contrary, they want some useless materials, pure and pure, but they don't want to fix it. If EA doesn't care about the player's feelings. We can stop playing this game.

This sounds like EA doesn't think the server crash was a problem with the internal operation of its own game, but rather a problem with the player's computer or the EA app. However, if providing this information that has little to do with the matter allows EA to fix the server, and I will be willing to provide it.

• EA App/Steam/Epic: EA app
• EA ID/Steam user ID: AXlaoda
• Attach the EA App Error Report ID: It has nothing to do with this, and the APP can be opened normally
• Windows OS: Windows 11
• Windows OS version: Windows 11 Home Chinese Edition
• GPU model and driver version: NVDIA GeForce RTX4060 Laptop GPU,12th Gen Intel(R) Core(TM) i5-12450H 2.00 GHz
• Internet Service Provider: China Unicom
• Region: Southern China
• Are you using an internal or external drive? Internal drive
• Are you using an HDD or SSD? SSD
• Date this issue started (is it still happening?) Almost a month (about a week after EAAC update)
• Any other errors? No
• Has the game been reinstalled? Yes,but it is irrelevant.
• Have you power cycled your modem/router? All devices are connected to the network normally
• Have you tried a different connection? Yes
• If possible, share a Screenshot or Clip: I'll show you some video clips.These video clips show the current situation on the servers in Asia: the connection is not working.（It looks like the files need to be sent separately）
• Can you attach a DxDiag? Not Applicable

@AXlaodayou can upload them to an online location and link them

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@EA_Shepard wrote:

Hey, All

To get this one reviewed by the right folks, I will need the following from everyone as soon as you can. Once we have all of the info below, we will forward it to the right teams so they can see what is happening.

• EA App/Steam/Epic: EA app
• EA ID/Steam user ID: Only_TTL
• Attach the EA App Error Report ID
• The EA app logs can be found in C:\ProgramData\EA Desktop\Logs & C:\Users\%username%\AppData\Local\Electronic Arts\EA Desktop\Logs
• Windows OS: win11
• Windows OS version: NEW
• GPU model and driver version:
• Internet Service Provider:China movie
• Region: CN
• Are you using an internal or external drive? INTERNAL
• Are you using an HDD or SSD?SSD
• Date this issue started (is it still happening?)For a long time
• Any other errors?a little
• Has the game been reinstalled?YEAH
• Have you power cycled your modem/router?NO
• Have you tried a different connection?yeah
• If possible, share a Screenshot or Clip:
• Can you attach a DxDiag?

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Hey, All

Thank you to everyone who posted the info we needed. I have passed along the information to the appropriate teams and they are now looking into this.

You may see an update before I do, but when we do have one, I will post an update here and let you all know what is happening!

Cheers!

@EA_ShepardThanks for finally letting the team work on this issue. I think a permanent fix for the exploit used by cheaters is needed because they can cause the same issue again within hours once the matchmaking is repaired.

@THDNA I'm glad everyone replied with the info I need. The faster that gets to me, the faster it gets looked at. I want all of you back in the game as soon as I can get you there.

All of these issues around that are hard. I get it because we CMs cannot solve it like I wish we could and with limited resources, issues like bans, exploits, etc get rough with a game this old and with little to no support any longer. But when servers aren't working, that involves others because they may be affecting other games.

There are eyes on it now though!

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@EA_Shepard wrote:
Hi @THDNA,I have reached out on it. These issues go a bit deeper in what needs to be done to resolve them. I will let the team know.

Cheers!

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Hello, is there any progress?

Nothing has been done about the current issues, while they secretly put PVZ, GW2, and BFN on the Epic store. All they want is more sales despite major issues with the playability of the games. Additionally, the Australian server seems to be malfunctioning, likely crashed by the same 9th-grade middle schooler cheater. Asian players have become a major group in PC GW2 since its release on Steam. The Asian server used to host many full lobbies every day before the matchmaking issues. It has been three months since the issue started, and absolutely nothing has been done. I am beginning to think EA is discriminating against Asian players. This action contradicts the values that EA claims to uphold.

@Jus7_a1itt1e Hey, i took a look the ticket was closed out because there were not enough players making the report and the contact volume was almost none. In order for me to reopen it, I need more players reporting on this thread saying it is still an issue.

It may be an issue still, but I have to have reports here saying it is or else I cannot escalate this issue up.

This is unacceptable. No one even bothered to look at it after so many players reporting the issues. You just played death and lied to everyone that the team was investigating. You remained silent and waited players to just quit reporting and quit the game so that your team can close the case. And once again, EA successful pushed players away from their games.

@THDNA I understand this is frustrating as you want to play a game you enjoy. However, Community Managers only report the issue. We are not part of development teams who review issues, update issues, or resolve issues. This game is 12 years old and we have stated numerous times that there is no team and updates are far in between. When Community Managers don't provide updates it is because there is not one provided to us. Venting is one thing, placing blame on a public forum is another. This was reported in April. It was reviewed and no traffic on this has happened since then from the player's end. If players are posting on other social channels about this, they need to post their info here as we cannot use other channels as evidence. Until that happens, issues such as this don't take priority from a development perspective if there is no traffic within a 2-month period of it being reported. If or when more players provide updates here and not other channels, we can look at reporting it up again.

The words are mostly not personal to you, but rather the EA’s way of conduct that made all players miserable except for the cheaters. Are there additional matters that require players to do to get the issues resolved? Will there be other excuses when significant number of players report their disappointing experience every day??? Furthermore, there are corrections needed to make about the release time. PVZ GW2 was released in 2016, which was 8 years ago not 12 years ago, even the first PVZ Garden warfare is not yet 12 years old. In addition, the age of the game does not justify its limited support, because PVZ GW2 was just released on Epic game store less than 2 weeks ago and on Steam two years ago. It is a very new game on the two biggest PC game stores.

Hello.

I still can't connect to your Asia Super Server, and I'm sure other players are the same.

I understand that fixing servers is an incredibly challenging for your company and I not understand that very not well.

I would like to express my sincere gratitude for the terrible customer service your team provided. Your inattentiveness and unresponsiveness greatly break our experience playing one of your best game.

Your team's unprofessionalism and not willingness to go above and beyond is sadly appreciated. We never look forward to continuing this partnership.

Thank you for the awfulness service you provided.

For this, I have prepared a Classic of Poetry for your company:
彼阳若至，初升东曦。绯雾飒蔽，似幕绡绸。彼阳篝碧，雾霂涧滁。赤石冬溪，似玛瑙潭。彼阳晚意，暖梦似乐。寐游浮沐，若雉飞舞。

With worst regards,

<username>.

游戏环境恶劣，作弊者数不胜数，服务器崩溃，产前教育作弊困难，反作弊无效，管理不善

Poor gaming environment, countless cheaters, crashed servers, cheating with difficulty in prenatal education, ineffective anti cheating, and terrible management

Hey, folks

I am trying to get this escalated as quickly as I can. In order to do so, we need the info requested on the previous page. Simply replying "me too" or something similar does not provide the team with the information they need.

Without this information, the issue does not get looked into as quickly as we need it to. I understand it is frustrating and we all want to play, but we need the info requested ASAP!

Cheers!