Letter to the Community
Watching players work together to unlock milestones, engage in massive battles, and strive to become the best guild motivates us to deliver even more memorable moments. Right now, we are focused on addressing the biggest player reported issues. Below you’ll find a list of notable issues followed by actions we’ve taken to resolve them. As we forge ahead, we'll continue to listen, adapt, and pour our passion into making this a special experience for you, the players who make it all possible.
[h3]Population Drops, Service Instability/Inaccessibility[/h3]
After we opened commercial launch servers, we immediately noticed that some players were being disconnected, encountering stalled black screens when loading the game, gate server issues, and login loops. All of these issues are related to the same cause which we're working to address. Over the last day, we've reduced the number of occurrences significantly but it's not fully resolved yet. This is a primary focus of our technical teams at this time. We understand how it impacts your play session and are working to get it resolved as quickly as possible.
As many players noticed, especially in our European community, a number of connection issues, including the infamous “Gate Server Disconnect,” have occurred. Our team has been working around the clock with NCSoft to isolate and resolve these issues. The Gate Servers were getting hammered by the number of logins which put them in a state that wouldn’t allow players to connect or stay connected to the World Servers. We’ve tripled the number of Gate servers almost everywhere, and haven’t seen them dropping connections in the last few days. After that we noticed the World Servers and the World DB’s both hit limits on their resource utilization. While we had scaled these up from the hosts in the Korean service, we didn’t realize just how far we needed to go. We’ve since scaled the services up (more memory, IOPS, etc.) to allow the processes more resources while you’re smashing the servers with your guild.
[h3]Cannot Create Character Error 10[/h3]
We've received player reports about encountering an "Unable to create character on the server (10)" error message. While this error message is true, it was slightly misleading as the issue is caused by a world not allowing new characters to be created or existing characters to transfer to the server in question. When a world was at its character creation cap, the server selection screen did not update with that information quickly enough. We apologize for the confusion.
World servers that are locked from the creation of new characters will periodically have their caps increased as players progress. We understand that it's inconvenient to wait if you're trying to play on the same servers as your friends and we are committed to raising the cap appropriately. This is a balancing act to ensure that queue wait times also remain acceptable.
[h3]Friends List Disappeared[/h3]
We’ve received reports from some players that their friends list has disappeared, while other players have experienced issues with their friend requests remaining on screen even after accepting or declining. We’re looking into this to determine the cause and appreciate your patience.
[h3]Auction House Bugs in Europe[/h3]
Some Early Access servers on the Europe region had an issue where their Auction Houses were isolated. Efforts to consolidate them introduced new problems like the inability to post items, items appearing to be sold when they weren’t, failure to list new items, and delayed Lucent delivery. After determining the root cause, we’ve worked to correct the issues above. It’s taken us longer than than expected and we appreciate your patience while we worked to fix it.
[h3]Realm Switching, Finding Characters, Key Binds, etc[/h3]
Players discovered that their custom game settings were reset when logging in. This issue was linked to key bindings lost, realm selection preferences changed, characters appearing to be gone, and store inaccessibility. A few key servers on the back end that store your settings were congested due to network traffic. Working with NCSoft we rolled out more of these servers to handle the additional load from all the new players joining since commercial launch which fixed the issue for some but not all so we’re still working on it. Rest assured that no data has been lost and your character is still there, you just can’t see it due to being defaulted to the wrong region. Waiting for a bit and trying again helps - fixing this is a top priority.
[h3]AG iD linking rewards[/h3]
After we launched, we began receiving reports from some players were not receiving their rewards for linking their game accounts to AG iD. We've made some progress in our investigation, but are still working on resolving the core issue. In the meanwhile, we have begun manually granting missing rewards to players in batches and will continue to do so.
The issues we’re currently tracking can be found on our Known Issues page. If you’re experiencing account, purchase, or billing related issues, please contact Customer Support. For all other problems, please be patient as our team works to investigate and resolve things as they’re discovered. Your detailed reports are incredibly valuable. We will continue to monitor feedback and sentiment as we work together toward making THRONE AND LIBERTY the best experience possible possible. Thank you for your support and we’ll see you in Solisium!
