slow or not working servers September 2018. ONLY report your problem here!

the problems are still ongoing - there is no ETA yet on a fix. Clearing cache etc will not assist at this time as the problem is not on your computer but at the data centre.

Going on 4 days of this outage. I am trying to access world 42, and still not working. You notified everyone that there would be outages in June, and I never saw any interruption. You notified us the week before last that there would an outage the following day, and again... I never saw any outage. NOW... you don't tell us that you're making changes and there is an outage. Who in the hell runs your IT department? For those that were affected we better be receiving some major reimbursement for that time. I dump a lot of money into this game, with the belief that it will be running. I have been playing now for years, and have never seen an outage of 4 DAYS!! This is absurd. If you want to reimburse me for all of the money I've used on this game that is fine and I will leave, if not fix the damn problem, compensate the players who have been impacted and start notifying paying customers when system outages should be expected. I am certain you have test environments to try changes on before you impact the end-user, do you even bother testing before you make changes? Fix the problem, or hire people that are a bit more competent. If I managed my production environment like you guys do, I would have lost my job years ago. Sure... problems occur... but there is nothing that should have taken 4 days to resolve. Hell.. you could have rolled back the changes by now.

It's been four days since the fall of the servers and the team in charge of solving the problem has managed to put on foot most of the worlds that I play daily.

https://prnt.sc/k6pmrq

Still, I see that there is still one that there is no way to implement so I would like to send my support and encouragement so that, with their effort and work, they will soon get all the worlds back in perfect working order.

3 days of RT has been given by EA last Friday to compensate all the hardship. If players are not using it by Sunday, EA will remove it for free.

We were working very hard on Saturday, at least half day, to read all your concerns and complaints. And a bit on Sunday to check if servers are still down or not. We do not have any estimate on when the servers will be back again. We are getting closer to fix it though, as we are able to bring the web server up.

We will move forward with patch 18.4 on CNCAPP01 to 3 on Monday. We encourage all players to help test the patch as they usually do and we have high hope that the patch will accidentally fix this annoying login issue.

Thank you again for your support in testing our patches. Don't forget that we have a 10% off sales on 90,000 TA funds next week.

There is the real possibility that all the relevant data has been irretrievably lost and someone forgot to run a backup before the data move. So the problem is to find a backup that's within a month of age, restore that, and then determine how much user progress has been lost. But, yes sadly, EA eula is ironclad - they never claimed to be able to provide 99.99% availability and they sure as hell aren't responsible for reimbursing lost game time. At the end of the day, however, they will need a massive customer service campaign to regain our loyalty and custom after this fiasco.

And please, Soixie, I see you're keeping a low profile, good idea dude - it ain't fair for you to be taking one for the EA team ;) and my post certainly doesn't need a reply from anyone.

"nefrontheone;c-1966126" wrote:
World8 Spain looks like online now http://prntscr.com/k6zp7i but really don't loads http://prntscr.com/k6zoha

Yes, hence I said we are looking now into the worlds that do not respond full yet.

whats the compensation?
for loss of packages, CP RT etc?
for the loss of bases?
what are you going to do to recompense us?
i have played this game for over 6 years (stupid i know) in that time i have spent a fortune building up these accounts
what value do you put on them because if you do not fix this i want all of my money back

some reading for everyone effected


If you need advice or wish to report problems with goods or services, bought from a trader based in the UK, the appropriate advice agency is the Citizens Advice Consumer Service which can be contacted on 03454 04 05 06

Please note that if you need advice on a problem with goods or services bought outside the UK, you need to contact the UK European Consumer Centre on 01268 88 66 90



The Online Dispute Resolution (ODR) helpline, hosted by CTSI, provides assistance to consumers who wish to use the ODR platform to resolve complaints about online purchases. The helpline can be contacted by phone on 03456 089579, or by email at odr@tsi.org.uk. Telephone lines are open from Monday to Friday 09:00am to 5:00pm (closed bank and public holidays). More information is available on its website, https://www.odrcontactpoint.uk/

Worlds hosted on cncapp02 are nearly all back online, cncapp01 is coming back online over the course of the next hour, together with the worlds hosted there. So far the improvements implemented seem to world out for the worlds that have returned yet, so I remain optimistic.

Are EA serious? managed to get w66 accessible for aproximately 12 hours then same error as before seems like they are in a competition with TSB for worlds worst update tech. Lucky EA don't do banking

Tib11 was back online for a while and now is not accessible again. Though the interesting part is that while I managed to login few hours ago I noticed that actually the server was/is NOT DEAD. The resources were accumulating which means that the engine was still working with access to databases.
Which makes me think that this is either a firewall/load-balancer or simple routing/switching issue within the datacenter and not an issue with the server(s) hardware itself. Some might be surprised but changing a DNS on our computers might actually help if they have done changes in the DNS records which are below the age of the zones.

Interesting. Would be nice to see some technical details of what is exactly happening. Though we might never see such things.