You need to remember that first-tier helpdesks typically just follow scripts and SOPs/MOPs/best effort practices that mostly get people to restart their equipment or restart the app or clear the cache, in a similar manner to what your average Internet Provider/workplace IT support desk would tell you, as it will resolve 90% of the issues on the fly (or rather get rid of the immediate problem/mask it for time being without addressing the root cause).
Your issue is outside of that, so here we are. I'm not familiar with the triggers that the EA helpdesk uses to escalate an issue further up the chain, as I don't work there. However, this definitely warrants an escalation IMO, as per basic ITIL practices.
Anyway, I'll see if I can find an available CM through the escalation channels that Heroes have access to. The time of the year isnt helping though :|
Thank you so much dzrtr for your support and for acknowledging that this is a root-cause issue beyond standard troubleshooting.
I have already been in contact with EA Support, and they have officially filed this as a Bug Report under Case #233305044. I have also provided them with specific timestamps and data regarding the CPU performance during these frame drops.
I would really appreciate it if you could flag this to a CM through your escalation channels. I’m just looking for a technical investigation to fix the optimization issue that started after Update 26
