NOT EPIC GAMES RELATED - Ark server not showing up

Dear forum members,
for some time now we have been creating and maintaining new ways to help game server admins with questions and problems as quickly as possible, e.g. our Guides section and the Nitrado Community Discord.

Therefore, we inform you that the Nitrado Forum will be closed on March 31, 2023. We are consolidating our community support to our Discord channel, which is faster and more efficient. We have also seen incredible growth in our community due to the hard work of our moderators and our bots. We are confident that this move will ensure that we provide the best support possible for our users.

Thank you to all members for your continued use of the forum!

Assistance with all questions concerning your Nitrado service can now be found in these spots:
Community Discord: https://discord.gg/nitrado
Guides section: https://server.nitrado.net/guides
Support Wizard: https://support.nitrado.net

    We've been playing fine for a month, we renew literally a two days ago, then update drops, now the server won't show up anywhere.

    Yes we've restarted the server.
    Yes it's showing up to date.
    Yes the 3 incredibly popular mods are up to date.
    Yes we've checked filters in the game server browser.
    Yes we've refreshed it, waited, refreshed it again.

    No, the server is not showing up anywhere.
    No it will not allow direct IP connect through steam or run command as per the ark wiki.

    What exactly are we paying for at this point !? :cursing:

    "We've been playing fine for a month, we renew literally a two days ago, then update drops, now the server won't show up anywhere." - so no, it's not a new server (!?).

    This isn't a case of roll back, the server does not show up - period...

    JonasDM this post is specifically for steam, please do not add to the torrent of posts about the epic game issues, this is not part of that issue.

    Support ticket answered with a copy paste "epic games launcher has this workaround".... utter incompetence and an utter lack of attention.

    Looking forward to getting a human being that will 'actually' bother to read the issue and then resolve it.

    Also, no word on what's being doing to compensate the lost (paid for) game time.

    Quote from jaypadwick1

    This is f***ing ridiculous !!!

    Where is my reply ? where is my support ? why the f*** should I bother with a hosting company that can't even get servers running ? let alone bother to support it's PAYING customers... ? answers on a postcard.

    I'm sorry youre still not able to find your server. I know support is a little backed up at the moment. The mods on the forums do not have access to your account or servers. Did you reply back on the ticket letting them know that the info wasn't related to your issue? I'm only asking as I cannot see your ticket information. I do apologize if you've already done that.


    Please also refrain from swearing or bad mouthing staff. I dont mind venting but It cannot get out of band.

    I'm aware of the rules and that's why it's not targeted at either any one person(s) or mod(s), it's targeting the business - who are the ones at fault and also the 'swearing' is blanked out for PG reading of this fiasco.

    And by "backed up" you mean non-existent for the last three days I presume

    In answer to your query (understanding the mod's lack of insight into support tickets) this is the transcript of the ticket, you should specifically note the time stamps and the distinct lack of any "support" here as the 'only' reply has been a copy/paste solution to a DIFFERENT PROBLEM, great work:

    The ticket information wasn't just for you, but the other paying customers who are using this "service".

    Perhaps if you/the company are so worried about personally identifying people within the "support" function, perhaps they should be held to account for their utter lack of help, or indeed, bothering to read at all. Although I do understand GDPR, so for those that are interested, i'll quote the original query and Nitrado's "support" response (without naming names):

    - again note time stamps and specifics of what "help" is provided.

    Original request:

    By: You, 06/12/20, 11:27 pm

    Code
    1. Also, why is my ticket listed as created "Tomorrow, 12:24 am" when clearly that's ridiculous !?


    Response:

    By: Nitrado Support, Yesterday, 06:07 pm


    Helpfulness ?

    None.

    Any other responses over the last three days ?

    None.

    In the reply back to you the first line was that if the repmy had nothing to do with your ticket to reply back.


    Did you reply back to the response saying it was related to a different issue? I do apologize I have asked this a few times now. I understand the ticket response to you was wrong ive brought it to their attention.

    The TITLE of the ticket is "(PC/Steam) ARK server not showing up" and the referenced forum post in that first message was totled "NOT EPIC GAMES RELATED - Ark server not showing up"

    I'd of thought that was pretty clear that this was, you know, nothing to do with the epic games launcher issue !!

    It's almost like they totally disregarded what'd been written, didn't bother looking at the evidence provided and then copy pasted the completely unrelated answer in the hopes it'd magically fix the problem.


    But to answer your question from earlier again, yes, I did reply (with the below) confirming it was - nothing to do with the epic games launcher. As they clearly missed that. Somehow.


    By: You, Yesterday, 07:58 pm

    Code
    1. A) as per the ticket TITLE and the forum post this has nothing to do with EPIC games launcher.
    3. B) did anyone actually bother reading the ticket ?
    5. C) what is being done to compensate for the now two days (and growing) loss of paid for, game time ?


    And as it stands it's three days going into the fourth and no further communication whatsoever. I wonder what their SLA's are for customer support...

    jaypadwick1
    I had a similiar problem with one of my older Ragnarok Server. at one point it does not shown up in the server list, nor dedicated server list, not favorites.

    In Steam client it was set under "Server". But no one could find it. Direct connection did not work either.


    Till I noticed that the Server Port changed! it was not 27015 anymore. May you check the port settings on your server and in Steam. (unter your user id on the Nitrado server page)