VetRewards Problems, 9:30am PST [Resolved]

trailturtle · November 2013

Hello folks,

When we brought up the servers after maintenance, players started reporting issues with the Veteran Rewards changes: LTS players who already had rewards, had some/all rewards removed.

We've shut down the server while we investigate the cause of this. The VetRewards change was meant to be a positive, helpful change, and we're committed to both fixing the issue and making it right. We'll keep you all up to date with our plans on that front, so stay tuned.

In the meantime, I can use all the info that you can give about the issue. Thankfully we were able to catch this issue and shut down the server within half an hour, but that means we don't have many bug reports to help us investigate.

Can I ask folks to look over the list below? If anyone 1) had other issues, or 2) can give details as to exactly which reward had the problems, that would be hugely helpful.

-The bag slot awarded by the VetRewards is missing. (This looks to be the 600 day inventory bag slot, rather than the Veteran Bag of Holding Most.)

-The costume slot awarded by the VetRewards is missing. (Not sure whether this is the 300, 700, or 800 day version.)

-Avian heads may be awarding to everyone.

-The Core of Veteran Might seems also be missing.

Thanks everyone for your help. We're committed to getting this resolved, and we really appreciate your patience as we get ready for bug-fighting fisticuffs.

-TrailTurtle

jasinblaze · November 2013

my vet bag and all contents were missing, vet cores gone, bag slot gone, all vet reward costumes and costume slots gone, all vet titles gone, didnt check the vet hideout slots,
vet retcons missing
i only logged in on one character so cant tell you if its account wide
btw this appeared to only be affecting LTS subscribers that already had earned the rewards

slowecsl4pwe · November 2013

Definitely the 5th bag slot in my case and everything in the bag, which is awarded at 600 days. Just made it last month

The 500 day reward of [The Veteran Bag of Holding MOST] appeared to be intact in the second bag slot on my one character I pulled up before the site went down.

gogoginga1 · November 2013

was this just the vet 5 th bag reward or everyones 5 th bag bugged?

tfavsb10 · November 2013

when i first loged a few alts, I noticed the overflow of reward unlocks like my previous months on alts after I unlocked it where numerous, three of which inventory bag slots, Bank slots, and hideout slots could not be discarded even though I had unlocked them on my main taking up three additional spaces. why do alts get the unlock items every time your main or whoever you log first unlocks it anyways

jasinblaze · November 2013

the bag issue seemed more widespread than just LTS

jasinblaze · November 2013

tfavsb10 wrote: »

when i first loged a few alts, I noticed the overflow of reward unlocks like my previous months on alts after I unlocked it where numerous, three of which inventory bag slots, Bank slots, and hideout slots could not be discarded even though I had unlocked them on my main taking up three additional spaces. why do alts get the unlock items every time your main or whoever you log first unlocks it anyways

thats a different bug and unrelated to the current one

tamx · November 2013

my fifth bag place, awarded by vet600, was my vet500 Bag. i lost everything until a fix, all my stuff were in that bag

avianos · November 2013

trailturtle wrote: »

-Avian heads may be awarding to everyone.

!

I DON'T SEE HOW THIS IS BAD! I WILL TAKE THE AVIAN HEAD GLADLY :eek::eek::eek:

AVIAN HEAD IS THE ONLY PART I NEED

WHY DIDN'T I LOGGED WHEN THE PATCH HITTED!

OH CURSE MY STUPID ANTI VIRUS FULL SCAN

OH GOD WHY!?

I MAY MISSED MY CHANCE

FML!

rmccloud · November 2013

My 5th bag slot was gone, which had the veteran bag. I don't remember what all was in it, but I'm hoping that it can be retrieved. I only had time to check out a few things before servers were being brought down. Glow Tights were showing up, but I couldn't see/find any Avian costume pieces.

jasinblaze · November 2013

avianos wrote: »

I DON'T SEE HOW THIS IS BAD! I WILL TAKE THE AVIAN HEAD GLADLY :eek::eek::eek:

WHY DIDN'T I LOGGED WHEN THE PATCH HITTED!

OH CURSE MY STUPID ANTI VIRUS FULL SCAN

OH GOD WHY!?

except the people that already had it lost it

somebob · November 2013

jasinblaze wrote: »

btw this appeared to only be affecting LTS subscribers that already had earned the rewards

1300 day subscriber here (NOT lifetimer) and I got hit with at least the '5th bag missing' issue. Logged off without checking others.

tfavsb10 · November 2013

rmccloud wrote: »

My 5th bag slot was gone, which had the veteran bag. I don't remember what all was in it, but I'm hoping that it can be retrieved. I only had time to check out a few things before servers were being brought down. Glow Tights were showing up, but I couldn't see/find any Avian costume pieces.

same with me. on the costume portion, however gained a fith bag slot rather then lost one. not being at 500 or 600 yet

jasinblaze · November 2013

somebob wrote: »

1300 day subscriber here (NOT lifetimer) and I got hit with at least the '5th bag missing' issue. Logged off without checking others.

crosschan said the same thing, only the bag issue seems to be affecting non LTS. rollback seems logical

pallihwtf · November 2013

DoooOOOOOoooOOOOooMMMM!!!!!!

jasinblaze · November 2013

not doom, just rollback

tidalwave082 · November 2013

I didn't experience much, other than other characters getting most of the unlocks as ITEMS, not just the costume unlocks, I mean an item, taking up inventory space, calling itself the 40 hideout account bank slots. Unusable and such. I didn't check to see if the 100- 300 rewards were lost, since that never occurred to me, but everything else seemed to work, EXCEPT I was awarded a free costume change token as an ITEM instead of some counter like I would expect retcons to do. I'm not sure if that's normal and I didn't bother to try using is since I didn't need it yet, but it seems bugged/a weird idea to me.

I can confirm I got the core, the big bag, the extra bag slot, the healing item at the very least. I didn't get a chance to check anything else.

Future note, I understand how important it is to take the servers down ASAP to fix things of this caliber, but I hope you can see how NOT telling use what was happening until NOW prevented us from gathering info, taking screen shots, and generally being useful in helping you fix the issue like we could have done had this thread come before the shut down (even by 5 minutes) or there was an announcement in game. Just saying. Also if you had made it so that we could have tested this on the test server there's a chance this could have been avoided or lessened.

mrhinkypunk · November 2013

avianos wrote: »

!

I DON'T SEE HOW THIS IS BAD! I WILL TAKE THE AVIAN HEAD GLADLY :eek::eek::eek:

AVIAN HEAD IS THE ONLY PART I NEED

WHY DIDN'T I LOGGED WHEN THE PATCH HITTED!

OH CURSE MY STUPID ANTI VIRUS FULL SCAN

OH GOD WHY!?

I MAY MISSED MY CHANCE

FML!

So... Was I the only person who didn't get this? Everyone got the costume stuff OTHER THAN ME. I checked like everywhere in the costume creator, and nothing. :< I wanted 5 minutes alone with the bwootiful costumes.

jasinblaze · November 2013

tidalwave082 wrote: »

I didn't experience much, other than other characters getting most of the unlocks as ITEMS, not just the costume unlocks, I mean an item, taking up inventory space, calling itself the 40 hideout account bank slots. Unusable and such. I didn't check to see if the 100- 300 rewards were lost, since that never occurred to me, but everything else seemed to work, EXCEPT I was awarded a free costume change token as an ITEM instead of some counter like I would expect retcons to do. I'm not sure if that's normal and I didn't bother to try using is since I didn't need it yet, but it seems bugged/a weird idea to me.

I can confirm I got the core, the big bag, the extra bag slot, the healing item at the very least. I didn't get a chance to check anything else.

Future note, I understand how important it is to take the servers down ASAP to fix things of this calibur, but I hope you can see how NOT telling use what was happening until NOW prevented us from gathering info, taking screen shots, and generally being useful in helping you fix the issue like we could have done had this thread come before the shut down (even by 5 minutes) or there was an announcement in game. Just saying.

yeah thats how it works
the costumes showing up as items as well is an old bug

trailturtle · November 2013

tidalwave082 wrote: »

Future note, I understand how important it is to take the servers down ASAP to fix things of this calibur, but I hope you can see how NOT telling use what was happening until NOW prevented us from gathering info, taking screen shots, and generally being useful in helping you fix the issue like we could have done had this thread come before the shut down (even by 5 minutes) or there was an announcement in game. Just saying.

Yeah, it does hurt our information-gathering, but it was critical to avoid more people getting affected. I know everyone on the forums is plugged in and checking what's going on, but the more casual players would end up with a bad experience.

tidalwave082 · November 2013

I hope you won't make the mistake of some how wiping the 5th slot or vet bags, cause I put some irreplaceable items in there.

guardiannexus · November 2013

Only saw this on test last night before it went live. My last bag was gone. I can't give any more details other than that at the moment, as vet rewards, and other gained account itmes don't update on PTS correctly.

ninjapiff · November 2013

Well, if the problem is as bad as it sounds (and it sounds pretty bad, since some people had some good stuff in their 5th bag slots), your best bet is probably to rollback the servers to right before the patch so everyone who had that 5th bag slot would be reverted to whatever condition they were in before the initial patch, and the initial bug.

That would work... right?

phobiczero · November 2013

Scary part is, it is taking longer to fix the patch than the patch took... hmm. I am a lifetimer and logged in for roughly three minutes before it shut down. I have no clue what happened or not to my account. My my monthly zen has been missing for a the last couple months, but I doubt that will get fixed with all this.

flyingfinn · November 2013

It's not like they did the whole patch thing in couple of hours.....
It's was worked on PTS for weeks.

tidalwave082 · November 2013

While I see your point and I agree how important it is to minimize damage, if this thread had gone up 5 minutes before close, there was an announcement in game 5 minutes before, or we had been able to test this on the PTS, then we'd have more we could do/the damage could have been minimum or avoided. I just hope at this point we can get a roll back, I had some very rare stuff, like witchcraft summon in the vet bag in the 5th slot.

trailturtle wrote: »

Yeah, it does hurt our information-gathering, but it was critical to avoid more people getting affected. I know everyone on the forums is plugged in and checking what's going on, but the more casual players would end up with a bad experience.

gaarafrednorrisp · November 2013

And this is why I have Sir Alexander Bankington.

;D yay SG Bank Vault

Unknown · November 2013

This content has been removed.

crypticbuxom · November 2013

Its unknown. ASAP.

rugrothrumbor · November 2013

Biggest concern is the items that were in that bag on the fifth slot. The bag appears to be transparent on the fifth slot but not sure if the contents are still there.

bellatorrex · November 2013

Probably in a while, it's hard to say. Though I do feel bad for all you guys that got affected by this. (I am not affected by this however) Though, I hope they get things straighten out for you all.

nepht · November 2013

Patience is a virtue. Every mmo I have ever played has had stuff like this. Go out side, kick a squirrel in the spleen. You'll live longer, the squirrel will most likely die but you'll live longer.

Trust me I'm not a doctor!

trailturtle · November 2013

robert5600 wrote: »

When will the servers go up?

Unfortunately, we don't have an update on timeline yet. I'll update everyone when I get more information.

Unknown · November 2013

This content has been removed.

mensar · November 2013

trailturtle wrote: »

Yeah, it does hurt our information-gathering, but it was critical to avoid more people getting affected. I know everyone on the forums is plugged in and checking what's going on, but the more casual players would end up with a bad experience.

Soooo many responses to this one..... I will choose not to type 18 pages in reply and just say....

YA THINK?

Did we not have some testing on this before it hit live? Just curious...

jonnyjonny14 · November 2013

When will it end? I really want to play in my new FF char

trailturtle · November 2013

jonnyjonny14 wrote: »

When will it end? I really want to play in my new FF char

We don't have a timeline yet, but we're working to get it resolved as soon as possible.

phobiczero · November 2013

flyingfinn wrote: »

It's not like they did the whole patch thing in couple of hours.....
It's was worked on PTS for weeks.

And you think this makes this better how? If this was on a test server the bugs should be not present or you need to ask what the tester are doing on that server! Holy cow, that puts a spin on this I really don't want to think about. Testing something as small as this patch and such giant mistakes went live!? Test server players... you are fired from life!

mensar · November 2013

phobiczero wrote: »

And you think this makes this better how? If this was on a test server the bugs should be not present or you need to ask what the tester are doing on that server! Holy cow, that puts a spin on this I really don't want to think about. Testing something as small as this patch and such giant mistakes went live!? Test server players... you are fired from life!

TEST SERVER PLAYERS...

You mean folks that PAY for the game that get to go to PTS and do Cryptic's job?

Yeah.. I'll make sure I fire myself from that.

Bad bacon! Bad!

No more doing Cryptic's job!

:P

nepht · November 2013

mensar wrote: »

TEST SERVER PLAYERS...

You mean folks that PAY for the game that get to go to PTS and do Cryptic's job?

Yeah.. I'll make sure I fire myself from that.

Bad bacon! Bad!

No more doing Cryptic's job!

:P

He does have a point why should we pay to do game testing. If they made PTS free more people would test stuff.

tidalwave082 · November 2013

See the issue is, on the PTS we weren't able to access this. I'm a LTS but I only get up to my 300 day reward with every character I logged onto there or made while it was "there". So how ever it was put in, we were mostly unable to even test it to make sure it was working at all. Perhaps if we were able, these issues might have popped up there and wouldn't have caused this event.

phobiczero wrote: »

And you think this makes this better how? If this was on a test server the bugs should be not present or you need to ask what the tester are doing on that server! Holy cow, that puts a spin on this I really don't want to think about. Testing something as small as this patch and such giant mistakes went live!? Test server players... you are fired from life!

trailturtle · November 2013

The next update will come in about an hour, or an hour and a half. There will still be more work after that, but I should be able to provide a timeline then.

ninjapiff · November 2013

You know, I just want to say that I find it funny how all of TT's posts have that link for downloading CO at the bottom.

As if we haven't already done so!

gogoginga1 · November 2013

I bought the robot samuri costume pack from the z store in the short time the server was up , if we rollback will I still have it? and if not what happens to my zen?

starboardnacelle · November 2013

tidalwave082 wrote: »

While I see your point and I agree how important it is to minimize damage, if this thread had gone up 5 minutes before close, there was an announcement in game 5 minutes before, or we had been able to test this on the PTS, then we'd have more we could do/the damage could have been minimum or avoided. I just hope at this point we can get a roll back, I had some very rare stuff, like witchcraft summon in the vet bag in the 5th slot.

Uh... there was. A lot of people can attest to that, too. Unless you mean something other than the usual "The shard will be coming down."

phobiczero · November 2013

Edited... for reasons of my own

jasinblaze · November 2013

vet rewards aren't all available on the test server so it's not the players fault they couldn't see this

tidalwave082 · November 2013

Really? That's the only part you read and couldn't take context from the rest of it? Yes there was a announcement the game would go down in 5 minutes, that's WHY I can't saying 5 minutes. BUT it didn't tell us the REASON for it. If they had announced the issue, in that 5 minutes, we could have checked our characters, taken screenshots, gathered info across multiple characters, even moved things out of our 5th slot or vet bag in case we'd lose them. All we knew was the game would go down in 5 minutes, a useless announcement that doesn't help us gather helpful and useful info for our dev to to make fixing the issue easier or faster.

starboardnacelle wrote: »

Uh... there was. A lot of people can attest to that, too.

secksegai · November 2013

trailturtle wrote: »

Yeah, it does hurt our information-gathering, but it was critical to avoid more people getting affected. I know everyone on the forums is plugged in and checking what's going on, but the more casual players would end up with a bad experience.

Plenty of casuals are going to have a bad experience when they see their gear having no clue there were changes coming.

Plenty of casuals are going to have a bad experience when there are fewer vets to carry them in alerts.

But it was definitely the wiser choice to shut servers down and resolve the issue.

tidalwave082 · November 2013

Right. Had they been, we might have seen these issues weeks ago and fixed them then.

jasinblaze wrote: »

vet rewards aren't all available on the test server so it's not the players fault they couldn't see this

jasinblaze · November 2013

they shutdown the servers within 10 min of me sending a message to lordgar.
if opening a character spreads the issue shutting down fast is the best approach, my guess is that we will have a rollback and then vet benefits will be added to all LTS later.
why not just add 1000 days to all LTS accounts, seems like a simpler solution

VetRewards Problems, 9:30am PST [Resolved]

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