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Server Down - August 18, 17:45 (Server Time)


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#1 Leonis

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Posted 18 August 2015 - 03:52 PM

Hello Roserians,

 

We apologize for the interruption, but in case you didn't catch the in-game announcement.

 

"Sorry Roserians, we're experiencing some technical problems today and working hard to get them resolved. We need to have an emergency shut down and restart to resolve it. Please check our forums for more information. Thank you."

 

What's happening is today, we have suffered two unexpected interruptions of service. The first was our logging server, which unexpectedly restarted, the next was our game's database server, which also restarted. Unfortunately, the game's database server's restart will likely result in a loss of items from the moment it went offline, and data was no longer able to record to it. Current estimated time loss is 20 minutes prior to the moment of shutdown.

 

The log server wasn't severe, however caused a momentary pause of service, for any of you who were logged in at the time, everything kind of stopped, but did not result in a disconnection of service, once the server came back online.

 

Just now (a moment ago really) our main database server also restarted.

 

Reviewing the cause, we've found that they were forced windows updates, which we did not authorize or give permission to take place, yet they did. While we are unsure why they were forced on us, we were unable to stop them. For the moment, the servers will remain offline until we can ensure this will no longer continue to happen and interrupt your game play experience.

 

Compensation will be considered and provided as soon as we conclude the downtime and bring the game servers back online.

 

Thank you for your understanding while we work quickly to get this figured out.


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#2 Castanho

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Posted 18 August 2015 - 04:23 PM

we've found that they were forced windows updates, which we did not authorize or give permission to take place

Looks like someone forgot to configure the computer to not auto install/restart after a update. 

 

:heh:  :heh:  :heh: 

 

 


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#3 pdfisher

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Posted 18 August 2015 - 04:29 PM

So if we lost items, will we be able to get them back?


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#4 gio2go

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Posted 18 August 2015 - 04:32 PM

compensation is always welcome and i will be grateful to it.

but if we lost an item/s (valuable). . . i just hope this will not happen as caused by the restart...

 


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#5 Feuer

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Posted 18 August 2015 - 04:40 PM

Yay free premium coin for everyone logged in the last 24hours woo. 


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#6 Accordia

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Posted 18 August 2015 - 04:46 PM

Glad I wasn't shopping at the time...but if I recall correctly I think that last Krawfy King I killed just before shutdown dropped a rare 500% Exp/10 x drops/ +200 all stats GM replica suit :P

 

But alas, the database maybe didn't record it :dunno:


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#7 SleepingPanda

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Posted 18 August 2015 - 04:48 PM

I'd just spent 4.5b on something and I sort of regretted it afterwards. Free do-over, yay!


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#8 gio2go

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Posted 18 August 2015 - 04:52 PM

Glad I wasn't shopping at the time...but if I recall correctly I think that last Krawfy King I killed just before shutdown dropped a rare 500% Exp/10 x drops/ +200 all stats GM replica suit :P

 

But alas, the database maybe didn't record it :dunno:

 

were you able to pick it up?  :bash:


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#9 Leonis

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Posted 18 August 2015 - 05:00 PM

Looks like someone forgot to configure the computer to not auto install/restart after a update. 

 

:heh:  :heh:  :heh: 

Almost, but not quite. Looks like it was a very old policy set in place, but it was an override that never got reached until today. Very frustrating but changed to never allow for this to happen again.

 

So if we lost items, will we be able to get them back?

If it was an item you found through game play, unfortunately no. If it was an item you transferred from storage, inventory, that you possessed already from before the issue, it should still exist where it was, 20 minutes prior to the shutdown. If it was an Item Mall item pulled from the purchase tab, we are currently working to restore those items as they are logged. If for any reason in the next 24 hours, an item purchased and withdrawn does not return, please submit a ticket to our Support Website so it may be directly looked in to and corrected.


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#10 Leonis

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Posted 18 August 2015 - 06:57 PM

For everyone who has logged in today, we have provided 24 hours of Premium Account time, or added 24 hours of Premium Account time, that will be added to your account upon logging in to the game.

 

For Item Mall related matters:

  • Items that were withdrawn from the Item Mall, Purchase Tab, have been restored to the Purchase Tab.
  • Item Mall items that were consumed during this time, have also been restored to the Purchase Tab.

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