A Follow-Up on “Customers Speak”

Posted: September 25, 2007 by Kendricke in Everquest 2


Just hours after I posted “When Customers Speak, Who Listens?“, a guildmate posted the following story within our private guild forums:

I had an issue since last LU that made it so no cloak at all was shown for me. After trying alot of things, I filed a petition, in case there was some obscure option somewhere…


Customer (XXXXX) 09/22/2007 10:36 AM
Ever since the last LU, the cloaks in general don’t appear on anyone nor myself.I checked my options, as well as my UI files and various display settings, and cannot find a cause. It is doubly strange as I have a twin computer that holds the same UI files and configuration, and the cloaks are fine on that one.

Thanks in advance.


Response (GM Wiseeye) 09/22/2007 11:04 AM
Greetings XXXXX,Thank you for contacting Sony Online Entertainment. This is GM Wiseeye. I understand that you are not able to see the cloaks on your character as well as on other characters.

I truly understand how upset you must have been due to this issue. Please be informed that there are no such issues.

Please make sure that you are not using any custom ‘User Interface’ in the game as it cause problem in the game play. If you are using a custom ‘User Interface’, please remove it by deleting the files and folders for it and reset your game ‘User Interface’ to default.

You can reset your game ‘User Interface’ to default by using ‘Alt + O’ key combination to open the ‘Options’ Window. In the ‘Options’ Window, click on ‘User Interface’ tab, click on ‘Default’, and then on ‘Accept’ button.

If this does not resolve your issue, please delete your ‘User Interface settings’ file for that affected character. The file is named server_charactername_eq2_uisettings.ini. This will reset your game ‘User Interface’ to default.

Please note that deleting the .ini file will wipe all settings, friends’ list data, hotkeys and other customizations.

To find your EverQuest II directory look at your desktop:
1. There will be an icon called “My Computer”. Click to open this button.
2. I would assume that it was placed on your main hard drive, if you have more than one we’ll have to go over that later… Click on the “Local Disk (C” to open it.
3. If you do not have a folder called EverQuest II at this point, then look for “Program Files”. Click to open this folder.
4. Look for the “Sony” folder and then click to open this.
5. Look for the EverQuest II folder and click to open this.

Now you are in the EverQuest II directory.

Look for the following line:
Guk_ XXXXX_eq2_uisettings.ini

Please right click and choose to delete this file. WARNING: You will lose all of your friend’s list and window settings. You might have to write down the names of your friends from your friends list.

Should the issue persist, please add a comment to this ticket at your earliest convenience and we will be glad to assist you. We value you as our customer and look forward to assisting you in the best possible way.

Take care and safe travels.

GM Wiseeye
EverQuest II
Sony Online Entertainment

Here, after reading that answer, knowing I already tried all that, I went to the ProfitUI bug thread to see if I was alone. Surprise, I wasn’t, but the bug wasn’t UI specific. A particular checkbox buried deep in the options was turned off for some users under some obscure conditions… So I corrected my petition…


Customer (XXXXX) 09/24/2007 05:33 PM
Greetings.I tried everything that was proposed, and nothing did the trick. I looked up on other forums on the Internet, and found some people with the same issue.

It was easily fixed by going into Options->Display->Animation->Render Cloak checkbox.

And got this…


Response (GM Awacho) 09/24/2007 05:45 PM
Hello again XXXXX,This is GM Awacho, following up on the issue. We truly understand how frustrated it could be due to this issue. I have read you petition and I’m escalating the issue to our Tech. Support for further assistance. They will contact you with proper solution soon. We really appreciate your patience while we investigate the issue further. We apologize for the inconvenience caused.

We value you as our customer and look forward to assist you in the best possible way. Please file a petition whenever you face any difficulty with the game.

Thank you for playing the game.

GM Awacho
In-game Customer Service
Sony Online Entertainment.


Response (TSR Daniel T.) 09/24/2007 05:49 PM
Hello ,You may want to delete the following files and folders:
cache folder

As well as the character specific files, these will appear as such:

To do this, please follow these directions:

1. First look for your EverQuest II directory. You can find the directory in the default directory:
3. Next look for any files explained above and delete them.
4. Afterwards, please start EverQuest II to have these files re-downloaded by the patcher.


2 guys didn’t read my whole message saying I had actually solved my issue…I know they must answer a ton of petitions per day, and some must be pretty stupid… But reading skills is still something important when you want to solve someone’s problem …


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