#4 - Sept. 10, 2010, 6:15 a.m.
To say that this needs to be 'fixed' is a little... off from the situation. There's quite a few reasons as to why a player may not receive the Cache of the Ley-Guardian.
- The instance was not Heroic
- The instance was not queued via the RANDOM Heroic option - queuing specifically for Heroic Occulus will NOT net you the Cache, though it is possible to be in a group where others did queue randomly and do receive their Cache.
- Your bags may be full at the time you tried to loot the item.
- You did not loot the chest directly - this item, unlike other loot items from chests, does not auto-distribute, and requires a player to physically loot it themselves.
- There is an in-game issue preventing you from looting the item, which could be caused by an out of date add-on or stray User Interface corruption.
As you can see, there's a *lot* to be considered, but if you do believe there is a bug at hand, then you should definitely post your concerns in our Bug Report forum. Be sure to include as much detail about your particular case should you do so, however, so our Quality Assurance team has a good start on what to investigate. =)
In addition, if you believe that last option there is potentially causing an issue in looting your cache, you'll want to perform a Reset UI:
Reset UI
Don't see your Operating System below? Go here! http://us.blizzard.com/support/article/20377
For Windows XP/2000
1) Exit the World of Warcraft.
2) Inside the World of Warcraft Program Folder (default path is C:\Program Files\World of Warcraft) please delete the 'WTF,' 'Cache,' and 'Interface'
3) Restart your computer.
4) Make sure that you are using WOW.EXE or LAUNCHER.EXE to start the game. Do not reinstall any third party user interface modifications.
5) Upon launching the game, you should see the intro cinematic movie and be prompted to agree to the Terms of Use. Once you authenticate past the login screen, the 'AddOns' button should no longer be visible at the lower left corner of the character selection screen.
Both points mentioned previously must hold true if you should complete the aforementioned steps correctly.
Note: If you are on Vista you might need to find the Repair.exe file in your World of Warcraft folder, right click on it and 'Run as Administrator.' Then click all options and 'Reset and Check Files.'
Mac OS X
-Click on the desktop and then the Go menu on the top.
-Click Applications.
-Scroll down to World of Warcraft and select it.
-Right-click (Control+click if you own a 1-button mouse) on the Cache folder and select Move to Trash.
-Perform the above step for the Interface and WTF folder as well.
-Double-click the World of Warcraft application to launch the game and verify if the issue has been resolved.
Please do not run any UI installers or load any mods beforehand, as we want to eliminate them as part of the issue!
In any event, if you believe you are qualified for a Cache, and you did not receive one or find yourself otherwise unable to loot it, our Game Masters can occasionally restore them so long as they can verify you qualified for reward. =)