I know many of you are frustrated, upset and angered over the recent days since the server merge happened. There are a number of topics that I'm going to give a response about, so please take the time to read them through, and I will try to categorize them to help give focus over what they are in regards to.
I promise you that we are doing everything within our power to get things fixed, and make things right, as fast as humanly possible.
Topic: Item Loss, Character Data, starting over
The ultimate question – is there going to be a roll back?
At the moment, we are not planning or see a need to. All of the reported item loss in storage, have been found to be simply overlapping items on the same location. This is something that will be fixed on our end, so you will not need to do anything to have your items reappear. If you do move items around, you may notice that sometimes, the location you just moved an item from, is not empty, and an item is now in its place. This is okay, don't worry, you just uncovered a slot that had multiple items on it.
We also want to avoid the last resort of a rollback, because it would require that we go through the merge process almost all over again, and take another 24-48 hours for all the data to process, now that we know how long many of the data tables took.
There is also the concern of Item Mall purchases and consumed items, since the servers were brought back online. Restoring consumed items can be extremely time consuming and difficult, if not imperfect to restore entirely.
Topic: lost zulie in bank/storage
We are aware of some reports where zulie did not merge over properly, and are planning to restore it during the maintenance planned for Tuesday, May 12, 2015 @ 2PM.
Topic: character stuck, waiting..., can't login, can't logout, can't move.
This is currently the highest priority we have to what we're looking in to fixing. The server's performance is certainly not functioning at a level we known it can, but locating why is proving to be difficult. We have done many optimizations, all which have helped, but have not fully restored the prior operating speeds we have known.
Now, some issues, such as being unable to move in a zone, have been found and a fix is in wait for our server maintenance, planned for Tuesday, May 12, 2015 @ 2PM. Amongst a number of other bug fixes from player reports.
We will continue to work on improving the server performance so it can return to normal. We have been reviewing all the observations, some which are of notable consideration, such as the experiences where your character may log in and others will see you online, but the character's client remains stuck "waiting..." or when a character does manage to log in, a batch of other characters also log in at the same time. These kinds of observations have given us a better insight to what the servers may be doing, behaving and how to approach resolving it.
Topic: cannot find my characters, character list over 8, scrolling at the character selection
We will be adding scroll buttons to character selection list to allow traversal of character lists that exceed the height of the game window.
- Function keyboard keys F1 ~ F12 can be used to select from first 12 characters in character list.
Topic: clan issues, icon, promote, demote, kick, invite, points
Right now, we're aware that some operations within the clan system are behaving sluggishly or not at all. This is currently being contributed to the fact that the server that handles all these functions is performing very poorly, and slow. Even when we access the server on our own through our backend means, it's acting this way. So we're pretty sure the performance of the server is dramatically affecting game play that it services. We're looking in to how to improve its performance, as quickly as possible.
Topic: Character name changes, name change priority, both characters flagged/changed.
We're aware that there are a number of characters that had both their original names changed, and flagged for a name change, with the [L] & [D] tags. As of this moment, you are welcome to name change to the name you originally wanted, taking the matter in to your own hands and resolving it on your own. If you find that the name is already taken, but you had ownership over it across both servers (indicated by the [L] & [D] tags) please submit a support ticket, to have the character(s) names, changed as desired.
The characters that were both flagged for name changes, were done so unintentionally. While we could spend some time figuring out why, it would be a waste of time as of current, since many names have been changed already. So we are moving forward with the issue as best as we can, and suggesting you name change on the 'main' character you wished to have it on, and name change the other.
Topic: 24 hour reset, premium days, compensation
Compensation will be determined and distributed once we're able to establish that the game server is stable, and game play is restored to normal.
What to expect:
- The 24 Hour Stat and Skill resets will be provided once again.
- Any active Premium Service account, will have their days restored.
- We will also be including those who lost lost premium time, during the network outage, as it has come to my attention that these days were not restored, only the 7 days of compensation that everyone received.
- We will consider offering Premium Services to all accounts that logged in from the point of the server merge being completed, till the time we establish the servers are stable.
- Any further compensation will be based on the time taken to restore server stability.
Topic: Reporting bugs, I found a bug, how do I report bugs?
If you do have bugs to report, aside from what was just listed above, please do try to leave a detailed explanation as to why you think it is bugged, such as what it did, what your expectations were. The details are important, just hearing "there's a bug with [something]" lets us know there may be something wrong, but now we have to hunt for it. And if we don't know what we're looking for, there's a good chance we can miss it. So please help us out by giving explanations or details about what it is.