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  Click here to go to the first Archeage Team post in this thread.   Thread: A word on the recent disconnections and lag [UPDATED: 3:00 PM PDT, Nov 21]

  1.   Click here to go to the next Archeage Team post in this thread.   #1
    ArcheAge Associate Producer Celestrata Bloodsong's Avatar
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    A word on the recent disconnections and lag [UPDATED: 3:00 PM PDT, Nov 21]

    November 21 Update: We have new hardware in place and will be replacing old hardware tonight. This will result in all Trion Worlds games being unavailable between 11:00 PM PST and 1:00 AM PST.

    November 18th, 4:30 AM PST:

    A short time ago we were advised that our network is once again experiencing connection issues. Our techs are investigating and working to stabilize the service as fast as we can. (Brasse)


    November 17th, 1:00 PM PST (9:00 PM GMT):

    Hi all!

    Just a quick update on our progress. Our network team has done really great work to keep things running more smoothly over the last few days. We do still have occasional disconnects but we recover very quickly. The new router hardware is arriving this week and we'll start the process of getting everything hooked up and tested as soon as possible.

    We are also working with third party Internet providers so we'll likely make the switch over to the new hardware on a weekday rather than bringing it online over the weekend (just to be sure to avoid any extended downtime).

    We'll continue to update you with the latest as new info comes in. Thanks everyone!


    6:00 PM PST, November 15 Update

    Thank you all for being so patient and understanding regarding the recent network connectivity issues.

    Over the last few days we've implemented several changes that have increased stability, though we're still working to address the underlying cause.

    Players will still be affected by the issue periodically, but getting this fix in place is our top priority. We're putting together compensation packages for all of our games and will send those out once we've gotten the network issues resolved.

    Keep an eye on this post for more updates.

    2:30 PM PDT, November 14 Update

    Hey all, we have a new update on our progress in tackling these recent network issues. Over the weekend our network team performed a variety of mitigation steps to make your experience better, and we’re happy to report that those steps have improved our stability. Some of you have also let us know that things have been better during your play over the weekend. However, the underlying causes of these issues have still not been fully fixed, and our team is still tackling the problem. You may continue to see some infrequent drops or continued periods of lag in the days to come.

    We know that many of you have been impacted by all of these issues, and we’re sorry that they’ve impacted your play in the first place. Compensation packages of items and patron time will be sent after our network is back at 100% and everyone can reliably enjoy their favorite games. We’d rather not send them early, so we can make sure we’re fairly making these packages based on how long this process may take.

    Thank you for adventuring in all of our worlds, even through this period of issues. We appreciate having each and every one of you here, and we’ll get this fixed so you can go back to the important stuff: endless adventure!

    Sincerely,
    Your Friends at Trion Worlds

    P.S. -- Next update on this will come tomorrow, or earlier if we get new information.

    ------------------------------------------------

    9:32 AM PDT, November 14 Update -- Our network continues to suffer connectivity issues and our team is working to mitigate those new issues at this time. We do still plan on offering additional compensation as these issues have persisted over the weekend. An additional update will come later today, or earlier if we receive new information.

    ------------------------------------------------

    November 11, 4:38 PM PDT Update -- Network Issues Remain Ongoing

    Adventurers, our teams continue to work to solve these network issues, and will be continuing to work on them throughout the weekend. Right now we've added in some mitigation steps to help keep things stable, but some of you may experience some increased latency in the game or disconnections. If our network situation changes, our team will continue using these mitigation processes throughout the weekend.

    We know some of you are also concerned on compensation grants. We are most certainly discussing additional compensation, but part of that may need to wait until these issues are fully resolved first. After these network issues are fixed, we'll turn our sights on compensation. However, we will most certainly still continue to roll out some compensation packages if these issues persist over the weekend.

    As discussed on the livestream, we may not be able to extend the current events as they require changes from the development team, and those changes could cut into Revelation's development cycle. We will see what we can do and, if it's possible for us to fit in an event extension, we will most certainly do it.

    Again, thank you all for your patience. We will provide you with a new update tomorrow, or earlier if we get new information.

    Sincerely,
    The ArcheAge Team

    ------------------------------------------------

    November 11, 12:50 PM PDT Update -- Extra Loyalty Tokens & Sieges Disabled

    Adventurers, we are currently issuing 30 Loyalty Tokens to all those who have been affected by the recent disconnections and lag. This package will be given to those who logged in from Tuesday, November 8 at 4:00 PM PDT to Thursday, November 10 at 4:00 PM PDT. We realize that this period does not yet cover today's issues, but we are continuing to collect data and will offer additional compensation to those have been affected. We will also offer additional item compensation grants if these issues continue to persist.

    In order to claim your Loyalty Token package, please visit http://archeage.trionworlds.com, log in with your account, and you should see an appropriately named compensation package waiting for you in the list of purchasable items. The pack will cost 0 credits and will allow you to add 30 Loyalty Tokens to a character on your account.

    In addition, because this is siege weekend and some folks have had issues getting in to participate in the siege process, we will be refunding all siege bids tonight after bidding has closed. We will also disable sieges this weekend by temporarily blocking the use of siege scrolls. While you may have the item in your possession after tonight, it will be rendered unusable. The siege schedule will progress normally after this point, so the next siege opportunity will still happen at the normally scheduled time.

    All of our servers continue to remain online, but the issues are still not fully resolved. Our team continues to work to resolve them, but please be aware you may continue to experience disconnections and lag. We recommend that players do not engage in risky activities, such as running trade packs, at this time.

    Everyone, thanks for your patience, and we're going to continue to work to get things back to normal around here!

    Sincerely,
    The ArcheAge Team

    -------------------------

    Greetings everyone,

    We know the last two days of disconnects and lag have hurt your gameplay, and we want you to know that our teams have been working as hard as possible to get everything back to normal. We’ve identified two network issues that are causing troubles for those of you connecting to our Dallas (North America) datacenter. One is a network equipment issue on our side, and the other is an internet service issue outside of our network. Both of these issues happening simultaneously is leading to the unusual performance everyone has been recently experiencing.

    We are incredibly sorry about this, and getting our network back to 100% is our #1 priority. We’re working with outside providers and our internal hardware teams to get both of these issues squared away. However, it is possible that these disconnects may continue to occur intermittently through the beginning of the weekend.

    We’re making note of what customers are affected by this, and we’ll follow up with all of you once these issues have been resolved. Thanks for sticking with us through this, and we look forward to getting all of you back in the game!

    Sincerely,
    The ArcheAge Team

  2. #2
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    THAT is what most of wanted. Acknowledgement. Thanks, Celestrata!

  3. #3
    Junior Member Asheliaa's Avatar
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    Actually I think most want to see it fixed lol
    Glad to hear it's being worked on with high priority.

  4. #4
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    I hope it gets fixed soon because I have trade packs soon to be expired D:

  5. #5
    Quote Originally Posted by Celestrata Bloodsong View Post

    We’re making note of what customers are affected by this, and we’ll follow up with all of you once these issues have been resolved. Thanks for sticking with us through this, and we look forward to getting all of you back in the game!

    Sincerely,
    The ArcheAge Team
    Thank you for the update and acknowledgment of the issue. I'm happy to see that Trion is making efforts to communicate with the community and stay on top of issues reported. (I've been away a year and just returned less than a week ago to Archeage).

    May I ask, how are you tracking or noting who is impacted? I have been getting disconnected since yesterday afternoon, on a fairly regular basis that only thing I feel comfortable doing right now is farming because I'll get Dc'd trying to fish, dc'd trying to do Halcyona, Dc'd making packs... so living the carebear life while this is happening however I didn't open a ticket because I saw a lot of people commenting and your continued updates on this however it is now impacting my ability to generate gold and try to create new gear and regrade some current gear in order to "catch up on my serer"

  6. #6
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    I need to make gold and thanks to the disconnections I have nothing I can not play peacefully. -------> Google Translate Sorry for the translation



  7. #7
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    I too would like to know how you are tracking who is being impacted.
    Been experiencing disconnects since last night. Tried running packs this morning and decided was not worth it when could not even get them off my land without disconnecting.
    Were we supposed to put in a ticket?
    I am glad though that the issue is worked on and hopefully is resolved soon.
    Thank you for the heads up on the matter.

  8. #8
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    Yes the timing is horrible, crafted a ton of packs to deliver over the days so i have gold for the regrade event.
    And now can't stay online long enough to move them to the gold trader.
    Not even manage to craft though all the regrade scrolls or at least refill the AH to get at least some gold on that way

  9. #9
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    Yea, I log on go to the mail box, dc... I cant even log on all 7 accounts to get the loyalty timers without getting dc'd
    Toffin formerly Imsnotimpressed
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  10. #10
    Senior Member CavemanSean's Avatar
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    We’re making note of what customers are affected by this, and we’ll follow up with all of you once these issues have been resolved. Thanks for sticking with us through this, and we look forward to getting all of you back in the game!

    Soooo every single NA player?... lol
    wonder what Trion / AA is going to do for essentially making (at LEAST the 1st 24 hours (possibly more :\) of the regrade event up?... thats a days worth of packs / gold / braizers that people could have been doing.

    Myself, just to plant my Marcala land, I've had my freighter destroyed by mobs 6 times, and have been working on this for over 45 minutes now
    Rafiki - Grimoire Hearts GM
    You follow ol' Rafiki he show you de wae

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