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Xbox Downloaded Dlc Not Available

Discussion in 'Technical Reports' started by Adelaide Metro, Sep 11, 2020.

  1. rainbirds

    rainbirds Member

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    If you check the stream from yesterday between 10:00 to 16:00 Sam talks about the add on problem on Xbox:

     
  2. emily.blair

    emily.blair New Member

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    Sam’s theory makes sense in theory, but I didn’t change my location. As previously said, I’m in Australia, I didn’t change locations and I still don’t have the M3. I don’t own any of the other routes/locos that others are having trouble with so can’t speak about those.
     
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  3. rainbirds

    rainbirds Member

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    Have any of you heard anything from the support team about your support ticket ? The only advice we get is send a sypport ticket so where is the help:).
     
  4. Thorman

    Thorman Member

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    Hello unfortunate comrades forgotten by DTG!
    No news from anybody... contacting support is like throwing a bottle in the sea...

    (France here)
     
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  5. rainbirds

    rainbirds Member

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    I agree with you Thorman. :)
     
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  6. PuzzledPeanut

    PuzzledPeanut New Member

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    I had an idea that they would send us into the woods with that, so I'm not even getting into it. I mean come on, it's clear that something is going wrong here on a large scale ...
     
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  7. LucasLCC

    LucasLCC Well-Known Member

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    A new low for DTG customers services...

    Ignore the problem and it'll go away...
     
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  8. bobbobberdd

    bobbobberdd Active Member

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    They send my a Message today and they send me Back to the Forum ¯\_ಠ_ಠ_/¯
     
  9. bobbobberdd

    bobbobberdd Active Member

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    Maybe removing the DLCs from the store and adding them back would help.
     
    Last edited: Sep 23, 2020
  10. NicoHD

    NicoHD Member

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    Thats True an not a bad idea
     
  11. Cyanidum

    Cyanidum New Member

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    Also got this reply today, saying that there are no news about this issue and with the recommendation to monitor the official community channels for further updates. I'm slowly getting a little bit upset about this.

    I think too that it's a good idea to remove the DLCs from the store and take them back online step by step, seeing if that solves the problem for us.
     
  12. Sameer4991

    Sameer4991 New Member

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    Btw.. all my addons disappeared from ingame today.. but of course, only if the xbox is set to germany..
     

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  13. LucasLCC

    LucasLCC Well-Known Member

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    Brilliant customer service then. DTG are really showing their transparency...
     
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  14. rainbirds

    rainbirds Member

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    I unistalled the game with all the DLC this friday and then installed the base game with only tvl. The only thing in the was the three tsw 2 routes and no TVL.

    It's almost 2 weeks and no solution in the near future so it seems DTG is more intresting to sell new dlcs than fix the this problem. Whats the plan to fix the invisible dlcs? :)
     
    Last edited: Sep 23, 2020
  15. PuzzledPeanut

    PuzzledPeanut New Member

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    Today i removed the game including all dlcs and reinstalled everything from the xbox store ... nothing changed..tvl and the dlc locos are downloaded but no tvl and no tvl dlc locos in the game menu. (xbox one x in the Netherlands)
     
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  16. JasonARJ3125

    JasonARJ3125 Well-Known Member

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    A complete long shot, but try long press the power off, and pull the power out, see if that works, of not try clearing all storage in your xbox settinga. I dont have the issue alot of others are getting.
     
  17. PuzzledPeanut

    PuzzledPeanut New Member

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    Thank you for thinking along :) For me this is step 1 on game issues and unfortunately it has not changed anything in this situation
     
  18. Thorman

    Thorman Member

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    Here is the answer I received:

    "Thank you for getting in contact and please accept our sincere apologies for the frustration this issue is causing.
    A previous issue regarding the free entitlement of Preserved Content has now been resolved. All Xbox One users should be able to download preserved content they are eligible for.
    However further reports suggest that some downloaded content is not visible in Train Sim World 2.
    Some players have been able to access this content by changing their system region and language to "UK". However, it is reported that restarting your Xbox One will reinstate the issue.
    At this time we have no further updates on this issue and we would recommend monitoring our official community channels for updates."



    Such a useless answer is a disgrace and I think we should become more vocal. We have been well hidden in a sub-forum thread by the community managers (other threads have been locked) and nobody will give any attention to xbox players problem.

    FIX YOUR GAME DTG I PAID FOR THE MISSING DLCs
     
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  19. PuzzledPeanut

    PuzzledPeanut New Member

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    "At this time we have no further updates on this issue and we would recommend monitoring our official community channels for updates."
    ok i'm waiting ...(meanwhile for almost 2 weeks) I'm just saying ....
     
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  20. rainbirds

    rainbirds Member

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    I got the exact same answer as you Thorman!
     
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  21. bobbobberdd

    bobbobberdd Active Member

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    I really hope this ಠ_ಠ doesn't repeat itself with Preserve Collection 3.
     
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  22. rainbirds

    rainbirds Member

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    Wonder if our missing dlcs will work on the 9 october as it was the date started alls this problems.
     
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  23. NicoHD

    NicoHD Member

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    If we get this again I will be angry To DTG I Will not pay again
     
  24. Thorman

    Thorman Member

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    I am already angry.
     
  25. rainbirds

    rainbirds Member

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    The problem with phase 2 in Xbox was a human error with the date format UK/USA it has never happen before and proberly not happen again.

    2 weeks since the release.. ;)
     
    Last edited: Sep 24, 2020
  26. gergonemes

    gergonemes Member

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    I uninstalled the game and finished with Train Sim World. I bought all the DLCs for TSW 2020, I plan to do that too, but I no longer have confidence in DTG. I spend something else
     
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  27. Thorman

    Thorman Member

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    Where are our community managers? You told us to contact support we did. Support now sends us back to the forum. What's next?
     
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  28. rainbirds

    rainbirds Member

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    2 weeks and counting..
     
    Last edited: Sep 24, 2020
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  29. Thorman

    Thorman Member

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  30. DTG Natster

    DTG Natster Community Manager Staff Member

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    No you aren't being ignored, there has been a slight miscommunication, as far as we are aware everything has been fixed, for those of you who are not getting your preserved collection coming through customer support will look through it on a case by case basis.

    We have told customer support not to send you back to the forums as we've been sending you to them.
    We aren't trying to fob you off we just want to get you in contact with who can assist you.
     
  31. bobbobberdd

    bobbobberdd Active Member

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    Last edited: Sep 24, 2020
  32. bobbobberdd

    bobbobberdd Active Member

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    DTG Natster What to you think would happen if you put the DLC in the shop again
     
  33. JonnE

    JonnE Active Member

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    How would you consider the chances of the issue getting fixed by 'itself' by october 9th?

    If they are anywhere near 100% I would advice to consider a change of communication in that direction. The damage is already done and it clearly doesn't seem to be solved at any other way before then. With every day passing by to this date the amount of workforce needed to get it working leads to a worse cost-value ratio if it gets fixed by its own.

    In germany we have a saying like 'it's better to have an end in horror instead of a horror without an end' ...
     
  34. PuzzledPeanut

    PuzzledPeanut New Member

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    @ DTG Natster
    What I understand is: support is aware of the issue and refer us to the forums because IF there is any news regarding the issue it can be found there...:)
     
  35. Thorman

    Thorman Member

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    I am not crying but complaining about the poor communication. At the moment we are only told to contact the support, which we did, and nothing was fixed.
     
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  36. Crochunter1970

    Crochunter1970 Active Member

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    I have been naked for two straight weeks.
     
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  37. LucasLCC

    LucasLCC Well-Known Member

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    Isn't it quite clear that there's an issue and everything hasn't been fixed? And why are customer services fobbing everyone back to the forum? Surely their job should be to actually help...
     
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  38. DB628

    DB628 Well-Known Member

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    We want see photos from you :D
     
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  39. mattdsoares

    mattdsoares Well-Known Member

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    To those who weren't there, Sam clarified on the Stream today. The overall problem with Xbox has been fixed in general for most folks. IF you are still having problems, contact support. There was a slight miscommunication where they were directing people to the forums, but that's been resolved. Support will open a ticket and investigate why you still don't have your DLC even after the main Xbox fix was implemented. So basically, contact support again and they're going to help you.
     
  40. rainbirds

    rainbirds Member

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    We have all ready contacted the support last week and some have been directed back here ;).
     
  41. bobbobberdd

    bobbobberdd Active Member

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    He Is Not Talkin for me :D
     
  42. bobbobberdd

    bobbobberdd Active Member

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    Should I create a new ticket or just reply to the old one
     
  43. NicoHD

    NicoHD Member

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    Make a new one i did it also
     
  44. bobbobberdd

    bobbobberdd Active Member

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    There is something I found on the broken DLC. A line is missing in the file information
     
    Last edited: Sep 25, 2020
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  45. mattdsoares

    mattdsoares Well-Known Member

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    Yes, DTG knows that and Sam mentioned it in the stream. Again, in the stream today he said if you are still having DLC issues on Xbox, contact support. Support has been briefed and will not direct you to the forum again, but will open a ticket and investigate.
     
  46. Crochunter1970

    Crochunter1970 Active Member

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    I received a reply from support today. They said watch the official forums. So here I am.

    Here is my understanding of the situation.
    1. Microsoft store have washed their hands of this. They have 'fixed' it from their end. Even though it isnt for some of us.
    2. DTG cannot fix it from their end. Not easily and not without cost to work time, or financial cost. Effectively for no return as the dlc is meant to be free.

    Thats what I suspect is the reality. Microsoft is the rock, DTG the hard place, and we are caught between. And no, Im not going to start kicking into DTG. It was a error, I get it. Instead, I will continue my naked state until resolved.
     
  47. LucasLCC

    LucasLCC Well-Known Member

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    None of us know which party is to blame, however DTGs transparency definitely needs improvement.

    I can't fathom how after asking people to log tickets, customer services then just wash their hands of it. All rather strange...
     
  48. gergonemes

    gergonemes Member

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    Two weeks was not enough to fix. Shame.
    Who will buy anything else from them
     
  49. bobbobberdd

    bobbobberdd Active Member

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    I will continue to buy the DLC. This is the first time in 3 years that there are problems in the store. Of course I am disappointed but it takes more to destroy my trust.
     
  50. rainbirds

    rainbirds Member

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    The information from DTG is Hard to keep track of something will be mentioned on a stream not in the forum. The best is there a news post with the latest information about this problem or other problems
     
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