Sims Medieval Fails To Start, or Why I Love Electronic Arts

I got my wife a copy of "Sims Medieval" for her birthday a few weeks ago (DVD from Amazon), and she was really pleased and looking forward to playing it. Sadly, we've run into nothing but problems, and EA's support (both email and phone) has been useless.

So, allow me to vent a little here and perhaps share a fix or workaround that search engines will be able to find, assuming someone comes up with a tip :)

Some info on my wife's machine: It's running Windows 7 64-bit, and is a beefy laptop with a decent video card. Sims 3 ran fine on it.

Issues #1: DVD fails to be read
Right out the gate, we hit a snag since the DVD wouldn't be recognized by the drive in my wife's "gamer" laptop. After hunting around for a while I found other people had run into this, and the suggestion was to download the game from EA's Origin site (basically a Steam knock-off). The product key in the DVD case works to get the digital download for free. So, I downloaded it (takes ages) and installed it without errors. Yay! Not quite...

Issue #2: The game fails to launch/start
The game creates a desktop icon which runs a little launcher application. Clicking on the "Play" icon in the launcher is supposed to start the game, but nothing (visible) happened. Research online showed this was not something other people had run into, and several tips were provided on forums:

• Try downloading the game again and re-installing - Made no difference
• Disable your anti-virus (!) - I checked any the AV product had not blocked any of the apps related to the game, and disabling real-time scanning made no difference
• Disable UAC (!!) - made no difference

Note: I really don't recommend doing the last two things - you're opening yourself up to compromise by malware

Looking into the Windows Event Viewer, I noticed there were entries for each time I had tried to launch the game, indicating that the executable had crashed. The information indicates that the app (TSM.exe) is hitting in invalid instruction exception which is not handled... Looks like a bug to me...

Fault bucket 2466582291, type 1
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: TSM.exe
P2: 0.0.0.8065
P3: 00000000
P4: TSM.exe
P5: 0.0.0.8065
P6: 00000000
P7: c000001d
P8: 00c6fdfd
P9:
P10:

Since I'm a geek (or perhaps just a masochist), I decided to take a closer look at the crash dump. For some reason the code is executing an invalid instruction deliberately - after setting up an exception handler. I am guessing this is part of the DRM solution (SecuROM, which is from Sony, ahem! :). I would guess this is aimed at making debugging and reverse-engineering harder, but if it makes the games unplayable then you wonder how they can stay in business?

Here's a disassembly dump of the code in question:

0:000> u 0106fe0b
TSM+0xc6fe0b:
0106fe0b 683efc0601      push    offset TSM+0xc6fc3e (0106fc3e)
0106fe10 64ff3500000000  push    dword ptr fs:[0]
0106fe17 64892500000000  mov     dword ptr fs:[0],esp
0106fe1e 0f0b            ud2  <-- The app crashes here
0106fe20 03648f05        add     esp,dword ptr [edi+ecx*4+5]
0106fe24 0000            add     byte ptr [eax],al
0106fe26 0000            add     byte ptr [eax],al
0106fe28 83c404          add     esp,4
0:000> lmvm tsm
start    end        module name
00400000 01e71000   TSM      T (no symbols)      
    Loaded symbol image file: TSM.exe
    Image path: C:\Program Files (x86)\Electronic Arts\The Sims Medieval(TM)\Game\Bin\TSM.exe
    Image name: TSM.exe
    Timestamp:        Wed Apr 27 12:58:42 2011 (4DB87572)
    CheckSum:         012BE735
    ImageSize:        01A71000
    File version:     0.0.0.8065
    Product version:  0.0.0.8065
    File flags:       0 (Mask 17)
    File OS:          4 Unknown Win32
    File type:        1.0 App
    File date:        00000000.00000000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4

The UD2 instruction is an special instruction used to generate un unsupported instruction exception (see here and here). It's been supported for ages, so it's not an issue with the processor in my wife's laptop (Intel Core 2 Duo) being too old.

EA Customer Support:

In one of EA's forums, it was mentioned that you could email them with bug reports. Perhaps this was during the Beta only? I emailed them but have yet to hear back...

In a fit of insanity I thought I might get something useful out of calling EA Customer Support. After some scripted steps (collecting DXDiag information) the call turned tragi-comical as the rep told me that my wife's video card and then processor were not supported. (The CPU is .2 GHz slower than the recommended Windows 7 specs, and her video card is not on the "blessed" list).

I mentioned I got the DVD from Amazon, and he told me off, saying buying games from Amazon was a bad idea and you "never know what you are going to get". (WTF? I didn't but it from some reseller on Amazon, it's the same product sold in all other stores!) He then suggested I download the game from Origin (despite me saying I had done this already), and then said I could install the game "on the Internet" so it wouldn't matter what video card or CPU my wife had.

The joys of flying Delta

This is a rather long-winded and complicated story, but I hope that by sharing it I will help people avoid the same nasty experience. Or perhaps if you do encounter the same problems, you will be motivated to complain and get some compensation...



Here is a letter of complaint I sent Delta recently:



---



I recently flew on Delta/KLM from Seattle to Cape Town with my wife and 6 month-old daughter, as well as my mother-in-law. While I have only positive things to say about KLM, I am disgusted at the way I was treated by Delta.



In mid-May this year, I purchased tickets from KLM.com for travel in October, and included information about the infant in the reservation. Her full name and date of birth were provided, and in the breakdown of the total price the infant ticket charges are shown separately from the adult ticket charges. After getting the confirmation email, I called KLM (and eventually got re-routed to Delta, since they are their US partner) to make sure the baby’s ticket was OK and to reserve a sky cot – this was done without any problem and I thought I was all set... At no point did anyone mention that I needed a paper ticket for the infant, and I did not receive anything in the mail prior to our October departure.



Come October, on check-in at Seattle, I was told I needed paper tickets for the baby and that I needed to pay an extra 10% for the baby. When I asked why this wasn’t factored into the original price of the tickets I got no satisfactory answer and the agent accused me of not booking for the infant. The check-in agent was initially very aggressive and made it sound like I was at fault. I repeatedly told her I had booked with KLM, mentioned the baby and even showed her the printout of my confirmation that listed the baby’s name. She would not budge on the 10% fee, so I ended up paying it grudgingly.



We then waited for an hour and a half as they struggled to get paper tickets issued for the baby. There was some problem up with the reservation and the printers at SEA would not issue paper tickets. (They tried 3 separate physical printers and got the manager on duty to try fixing it without any luck.) During this process the agent also ran my credit card twice (the first attempt at getting the paper tickets issued failed due to the issues mentioned above, so she had to do it again). I mentioned I was worried about being charged twice and she assured me the first charge would be cancelled.



The check-in agent had to spend over an hour on hold with someone elsewhere who “rebuilt” the tickets in such a way as to allow them to be printed by the agent at SEA. I was in jeopardy of missing my flight by this stage (30 minutes or so until the flight would have closed, and we still had to clear security…) Needless to say, neither my wife nor I needed this extra stress and aggravation on our first international flight with a 6 month baby!



This ticketing nightmare repeated on every Delta leg of our trip. In contrast, the KLM staff in Schipol (AMS) airport were very friendly and efficient and got us boarding passes for our flight to South Africa, and on return from South Africa to Schipol we experienced the same fast and friendly service. However, our Delta connecting flight from Minneapolis St. Paul (MSP) to Seattle was another nightmare with us almost missing the flight as I waited for a Delta agent to get boarding passes issued – again there was some problem with our reservation that prevented them from simply printing boarding passes. (When we departed Cape Town for our return leg, I was only given boarding passes for the KLM flights, not the MSP to SEA final hop.)



Remember the double credit card swipe mentioned above? To add insult to injury, now that I am back home and I have time to look at my credit card statement, I see that Delta has indeed charged my credit card twice for the 10% fee. So, it appeared I had now paid this charge three times! (Once during my initial reservation on KLM.com, and twice on check-in in Seattle.)



---



After we came home, I checked my original credit card statement from back in May when I bought the tickets, and realized that KLM had not billed me for the 10% fee (even though it was shown on the receipt and included in the total...) So, in the end I only ended up paying the 10% fee twice...



I contacted Delta to complain and initially heard back pretty quickly, but soon ran into dead silence. Over a month passed without any response and in the meantime I disputed the duplicate charge with my credit card company. As luck would have it, I was in the final phase of wrapping this up when Delta finally got back in touch with me. (Perhaps as a result of the credit card company talking to them?) Delta finally apologized for the poor service I'd experienced and send some travel vouchers to compensate myself and my wife. (Yay, we get to fly Delta again! :P )



All in all, it was a draining experience, but I guess persistence pays off!

Mint.com and Fidelity login errors

I recently signed up with Mint.com to aggregate all my different financial info. The experience for adding accounts is pretty simple and intuitive, until I tried adding my Fidelity accounts. Even after entering the correct username and password, I kept getting an error saying the info was incorrect.

After trying multiple times, and looking around for help online. One suggestion was to select Fidelity NetBenefits instead of the Fidelity Investments account when adding. (I have both a brokerage account and a 401(k) so both could have worked. However, using the Fidelity NetBenefits approach didn't work for me.

So, on to plan B... I found another suggestion that long passwords on Fidelity cause problems for Mint.com. (Lame, but not unheard of - why websites put an upper limit on password length is beyond me. What's really lame in this case is that Mint.com don't warn you that they have an upper limit on passwords they support!)

The remedy was to log in to Fidelity directly (and reset my password, since Mint.com had tried unsuccessfully enough times to lock me out - grr!). My new password is less than 13 characters long (and randomly generated using this webpage :) )

Once I had set the new, shorter, password I went back to Mint.com and added the Fidelity account. Hey presto, it works!

Now come on Mint.com and allow us to use longer passwords!

Netgear ReadyNAS Duo + Win7 = Fail

I recently bought a ReadyNAS Duo for use at home, and am also running Windows 7.

Unfortunately, the two don't seem to be very happy with each other. Copying files from my Windows 7 machine, over the wireless LAN, to the ReadyNAS Duo throws up this error:


These errors happen randomly, often after a few files have been copied. Looking at a network capture, it looked like the ReadyNAS was sending an error in response to one of the SMB commands that Windows 7 sent...

SMB SMB:C; Transact2, Query FS Info, Query FS Size Info (NT)
SMB SMB:R; Transact2, Query FS Info, Query FS Size Info (NT)
SMB SMB:C; Transact2, Query File Info, Query File Standard Info, FID = 0x2B31
SMB SMB:R; Transact2, Query File Info, FID = 0x2B31 - NT Status: System - Error, Code = (8) STATUS_INVALID_HANDLE

I tried switching to Robocopy, but the same thing happens (at least Robocopy can be made to automatically retry...) One problem with using Robocopy is that the timestamps on the ReadyNAS seem to be FAT-based, so Robocopy will always think the files on the Windows 7 machine are newer than those on the ReadyNAS.


To get the timestamps to work as ecpected (and have Robocopy skip files that already exist on the ReadyNAS), you need to use the /FFT option. This is odd, since the ReadyNAS seems to be reporting it supports the NTFS filesysten, looking at the SMB responses it sends to Windows:

SMB SMB:C; Transact2, Query FS Info, Query FS Attribute Info (NT)
SMB SMB:R; Transact2, Query FS Info, Query FS Attribute Info (NT), FS = NTFS

I hope there is an update to support Windows 7 properly... Time to try Netgear's tech support (steeling myself...)

Happy Hour in an Irish pub

You'd think happy hour in an Irish pub would be a great time to get some cheap(er) Irish beer, right? Nope, that's not the case at Bellevue's Paddy Coyne's.

Instead of discounts on Guinness or Smithwick's, they offer cheap Bud and Bud Light. A pint of Irish beer will set you back the regular price of $6. Somehow that just strikes me as lame - they'd be better off not having any beer specials during happy hour.

Fidelity password fail

I called Fidelity customer yesterday and was asked to authenticate by entering my ID and PIN using the phone's keypad. At first my mind was blank - what was my phone PIN? It turns out you use the same user ID and password as you use on www.fidelity.com.

Convenient, yes? The problem is that this means the "secure" password I had chosen, which contained upper and lower-case letters and numbers, was actually being stored by Fidelity as a string on numbers.

For example, suppose your password is "MaGic8" . Using the phone keypad mapping for letters this becomes the number 624428. The sad thing is you can log in to Fidelity.com using 624428 as your password. You could also type in "NCHHCU" since this maps to the same numbers.
In this example, there are 4096 (4^6) different passwords that an attacker could enter and that would all allow them access to your account.

Instead of 62 or more possibilities per character (uppercase, lowercase and digits), you're effectively using 10 possibilities per character. That's a drop in entropy of 10 bits (or a factor of 1000) for a 6-character password.

What's odd is that they don't seem to do the same thing for the user ID - typing in the numbers your ID maps to doesn't work.

The Ultimate Yuppie Gym

I was amused to see an advert for a new gym in Bellevue that is due to open in the new Bravern building soon. The gym, the first West Coast location in the David Barton Gym chain, makes most five-star hotels look shabby. Not surprisingly, it will share The Bravern with Neiman Marcus (a.k.a. "Needless Markup"), and Microsoft.

Barton was quoted saying , “My new gym will be so inspiring that even techies will start looking like their fantasy characters.” For a look at what the new gym will look like, see the gallery on their website.

The terms "ostentatious" and "poor taste" come to mind, but I'm sure nouveau riche Seattleites will be keen to show off by going to this gym. Just another sign that some people have more money than sense.

WaMu/Chase and the sucky re-finance experience

I've been waiting for weeks to hear back from WaMu ("Now part of Chase") about my mortgage re-finance (which was meant to close by tomorrow). I finally heard back today, and it turns out they are "running behind" (no sh*t!) and would only be able to close in another month's time.

This whole process started in early February, with me dealing with a really pleasant guy on the phone. (This was after WaMu sent me snail-mail saying I could refinance for "no cost" - turns out that means $700 in application fees.)

The pleasant guy on the phone soon made way for an incompetent local property valuator that called me to say WaMu had cancelled my application and she was therefore not doing the valuation... After spending a few days playing phone-tag with WaMu I managed to talk to someone only to find out the application was still active and they were waiting for the valuation... (WTF?) So, a week or two later and a new valuator came out to look at the house. All was well, my credit rating came back in the high 600's and it looked like all would be well.

Then my application went to underwriting for review. Dawn, my loan officer, said they were running about 3 weeks to do the review, so after waiting 3 weeks (plus a few days grace), I emailed Dawn to see what was up. Nothing for a week. So, I started calling Dawn and leaving voicemails asking her to contact me. Nothing for weeks. This week I tried calling her again and realized her voicemail message has changed: she's now "out of the office for an extended period", and requesting that no-one leave voicemails for her.

OK. Let's try the operator number she suggests I use.... It turns out that is equivalent to listening to gaping void of deep space - not even muzak to while away the time. Next I try callign the number for Dawn's manager, only to get voicemail and a message saying she has chanegd teams and I should not leave a message.

I spent some time hunting around for 800- numbers to call, and finally speak to someone that gives me the name and number of Dawn's new manager. I call and leave voicemail. Repeat for 3 days... Finally today I hear back from Juan, the manager, and while he is extremely appologetic, the gist of it is that I am up a proverbial creek with a proverbial paddle.

They will not be able to close until mid-June, and my rate-lock expires tomorrow. For $1000 I can extend the rate lock (or I guess I could let it float, but Juan didn't really seem interested in that option?) At least they offered to refun the $700 I've paid in application fees, so now I can start the whole process over again with another lender... Wish me luck!

PS: If this is how WaMu/Chase treat their customers, Heaven help them!

Verizon Bundled Services?

(Last updated 9/30/08 - see below)

Warning - rant ahead! Verizon certainly know how to irritate their customers. (Well, this one for sure).

I presume I am not the only person to use Verizon for landline phone service. I got a letter in the mail from them this past week, labeled Important Information, which lists a few of their current residential service plans and then says:

"These packages will be moved from Verizon Northwest's regulated tariff to a Catalog for Bundled Services under minimal regulation. [My emphasis] A tariff is a document containing the rates, terms and conditions of services that the Washington Utilities and Transportation Commission (UTC) regulates. This will not cause any interruption to your existing service"

So, this seems to be a way to increase the monthly fees I pay, side-stepping the regulation of the UTC? A logical question is: How much more will my monthly bill be? The letter conveniently doesn't mention the fees at all... And:

"Your use of Verizon Bundled Services will constitute your agreement to be bound by the charges, terms and conditions set forth in the Catalog".

The letter also says:

"You agree that it is impractical to print in this document the complete Catalog of all the service descriptions, charges, and other terms and conditions [...] and making it available on request are reasonable means of notice and incorporation of those terms".

Let's get one thing straight. I do not agree with any of the above. I'd like to know how much I will be charged under this new scheme *before I am actually locked in*.

The letter mentioned that the full copy of the Catalog for Bundled Services can be found on http://www.verizon.com/tariffs.
I tried... I challenge anyone to find anything useful relating to the new fees on that website! Which if these "effective tariff" documents do you suppose I should read? Or is it one of these "non-tariff" documents?

All of this frustration made me see if the WUTC website had info on these "Bundled Services under minimal regulation". It looks like Verizon petititioned the WUTC in July 2007 and it was approved shortly thereafter. (See the documents here.)

Update: 9/30/08
I called Verizon last week to ask them if my bill would change in any way, and they said it wouldn't. Even if they're correct, this is an epic fail in terms of dealing with their customers and answering the obvious questions that would arise. (The customer service agent I spoke to sounded quite peeved and frustrated that I was asking about this - I guess they are getting a lot of calls? Hint: Provide better info up-front in the mails you send out and you won't get a flood of calls from confused and frustrated folks...)

The joys of wedding registry shopping at JCPenny's

Warning: Shameless whining and venting ahead.

This past weekend {A} and I went to the local shopping mall to get our wedding registry kick-started. We had some some research and planning in advance and knew which dinner set we wanted, and the prices that Macy's and JCPenny's charged for said set. (Let's refer to JCPenny's JCP from now on - they seem to like that abbreviation too...)



Needless to say, JCP was cheaper than Macy's. (For my SAfrican readers, JCP is kind-of equivalent to Mr.Price, whereas Macy's is more like Stuttafords or Woolies). So, off to JCP we went... To do a wedding (or general gift) registry, JCP has gone the totally automated, inpersonal route. (The first warning sign). A PC kiosk asks you for your pertinent info and then plays a "training video" with the audio so low you practically need to plaster your ear to the case to hear anything. Lovely... Part of the training video related to dinnerware, and instructed us to use the "Dinnerware Selection Book" at the kiosk to find the set we wanted ("choose from our extensive collection" yadda yadda), and then use a bar-code scanner gun to read the bar-code of the set we wanted. All well and good, but the afore-mentioned book was no-where to be found.



Thinking "outside the kiosk", we searched around the actualy dinnerware display area, but came up empty-handed. A helpful cachier redirected us to the customer-support / catalogue counter (which was next to another gift registry kiosk - a good sign I though). The person behind the counter looked at us blankly as we explained what we were looking for, and we very quickly realized she had never heard of this book. So, I resorted to Plan C (or perhaps Plan D, I lost track...) We used the telephone on the side of the registry kiosk to talk to - gasp! - a real person!



The helpful chap on the other end of the line informed us that the book should be under the keyboard at the kiosk, or very close to it. I informed it was not there. He then suggested I speak to the store manager... So, back to the person at the catalog counter to chase down the manager. For some reason the manager was only available over a walkie-talkie. (I guess phones are passe?) Luckily the counter-person cranked up the volume so that we (and everyon in a 1-mile radius) could hear the manager: Evidently the book had been discontinued in January 2008, and we were SOL (sweet outta luck). No apologies. No mention of an alternative. No humble admittance that the kiosk video is out-dated and misleading...



So, {A} and I were left feeling incredibly frustrated and disappointed. We decided to not register for anything at JCP and instead went to Macy's and were almost ready to not register for any dinnerware at all (since Macy's didn't have the color we wanted available online and their price was almost double JCP's ). A real person took our personal details and walked us through using the bar-code scanner (uh, thanks) and we then started browsing. Most of the linen and bed stuff was not our style, so we had difficulty getting started, but the kitchen department fixed that, and we soon had a lot on our list.

We had also asked the store assistant whether the dinnerware we wanted was available in the color we liked, and yes, he was able to find it! Despite the price being higher, we added it to our registry, and got a nice surprise when we got home and checked our list online: the dishes were the exact same price as JCP had been offering! So, after all that mental anguish, we were able to get what we wanted, with great service, and without paying more!

Costco spam

Sigh... I love the marketing spam many companies feel inclined to send their customers. Costco is one of the more persistent ones, sending a weekly email advertising their latest Chinese imports. As is legally required, they include an "unsubscribe" link in the email, and I tried (in vain) to unsubscribe today.

1. You can't unsubscribe by replying to their email. You must click on a link they provide in the email...


2. The unsubscribe link is invalid and clicking on it does nothing. (The URL starts with "../" which is not a good sign :) )


3. Their email includes a customer service email address, so I sent them a request to send me working unsbscribe link...


4. This is the reply I got from the customer service "robot" :






Thank you for contacting costco.com.Please note your e-mail has not been submitted to customer service as we have upgraded our e-mail system.Simply click here and follow 3 easy steps to submit your question. Our goal is to provide immediate assistance and continue to add features to improve the customer service experience.If the above link does not work, paste the following link into your browser: https://costco.egain.net/system/web/custom/initialPage.html?lang=en-US&topnav=&whse=BC


This is an automated response and any replies sent will not receive assistance.

Sincerely,

Costco Wholesale



5. Clicking on the link they provide eventually leads to nice error message:
   
   

Frack me, but they've managed to make this way more complicated than needed. I guess they really don't want you to unsubscribe!!!??

Christmas comes early for tech support

It seems our company tech support guys are on vacation already. My main computer's power supply seems to have thrown a wobbly (technical term) after the winter storm last week knocked out power in Seattle.

I managed to call tch support a few days ago and get a real live person to open a case for my issue, but since then no-ones been over to fix the machine. Calls to tech support over the two days are met with 30+ minutes of the most God-awful musak ever. Every few minutes a lady's calm voice tells me all analysts are busy, and my call is very important to them, but I know the truth: They're all drinking eggnog at home!

In the meantime I managed to use my computer kung-fu to get 50% of my drives online in a temporary machine. Stay tuned for the next exciting installment!

Update: As luck would have it, I made it through to a real person after another long wait, and this time gave my cell number to the tech. I got a call over lunch, and came back to find my machine ready to go with a new power supply. Woohoo! Thanks Mr. Tech Guy, and happy Chrismahannukwanzaa!