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Questions regarding server downtime

Moderator can you awnser the following questions?

Why does a messages with critical questions get deleted ????

1.What is the technical nature of the problem with the servers?

2.When moving to a different server every computer specialist will test the new situation before switching to the new server for maximum uptime , seems like a major failure on their hands , why havent they done so?

3. Why isnt the technical staff reverting to the old situation to keep costumers happy?

4. Is it truth that this game doesnt have high priority looking at the recent failures and downtime?

5. Does the technical staff work on saturday and sunday?

6. Could you please inform us more? What is the ETA?

7.When the servers are offline will their be growth of CP , RT and resources?

8.Will we get compensated?

Regards

DJ

Replies

  • Soixie
    392 posts Member
    edited July 2018
    1.What is the technical nature of the problem with the servers?
    A -> This is an internal problem and being researched internally.

    2.When moving to a different server every computer specialist will test the new situation before switching to the new server for maximum uptime , seems like a major failure on their hands , why havent they done so?
    A -> This is an internal problem and being researched internally.

    3. Why isnt the technical staff reverting to the old situation to keep costumers happy?
    A -> This is an internal problem and being researched internally.

    4. Is it truth that this game doesnt have high priority looking at the recent failures and downtime?
    A -> This is an internal problem and being researched internally.

    5. Does the technical staff work on saturday and sunday?
    A -> This is an internal problem and being researched internally.

    6. Could you please inform us more? What is the ETA?
    A -> See below, this has already been posted and answered.

    7.When the servers are offline will their be growth of CP , RT and resources?
    A -> Yes

    8.Will we get compensated?
    A -> Historically, no compensation of any kind will be offered. Reread the EULA if confused. If you contact EA customer service and file a general concern about server outage, you may or may not be offered a 15% off coupon.


    More light reading since this topic has been beaten like a dead horse the last 4 days:

    [edit: Long list of links removed as they are duplicated elsewhere in here: https://forums.ea.com/en/commandandconquer/discussion/223684/server-update-servers-are-not-working-dont-report-your-problem-except-in-this-thread#latest. GD]
    Post edited by Soixie on
  • gamerdruid
    2725 posts Moderator
    Moderator can you awnser the following questions?

    Why does a messages with critical questions get deleted ????
    I'm not aware of any questions being deleted. They may have dropped to a different page.
    1.What is the technical nature of the problem with the servers?
    I don't know the answers to technical questions, they aren't working as expect or the design group expected is all I know.
    2.When moving to a different server every computer specialist will test the new situation before switching to the new server for maximum uptime , seems like a major failure on their hands , why havent they done so?
    If you know they haven't done so then it seems you have more information than me!
    3. Why isnt the technical staff reverting to the old situation to keep costumers happy?
    I refer to my answer to Q1 above!
    4. Is it truth that this game doesnt have high priority looking at the recent failures and downtime?
    As a moderator I don't know what priorities are for EA or their sub-contractors.
    5. Does the technical staff work on saturday and sunday?
    I don't know if they normally work on Saturday or Sunday, but this weekend they are!
    6. Could you please inform us more? What is the ETA?
    As a moderator I share all the information I have, if I've not given a firm ETA then it's because I haven't been told one. I also refer you to my answer to Q1 above!
    7.When the servers are offline will their be growth of CP , RT and resources?
    The worlds that are offline continue growth of CP, RT and resources and the forgotten continue to attack if the world is still running. I don't know if the world is still running and is simply unreachable, or if it is stopped. I also refer you to my answer to Q1 above!
    8.Will we get compensated?
    Decisions about compensation are in the hands of EA only. I don't know if we will get compensation.

    I the past it has given, but also in the past it has not been given. Giving a blanket set of crates to everyone is, in my opinion unfair. This is because those that don't spend funds and haven't lost time on CP caps or RT caps get the gains as well as those that have.

    I do my best and hope the answers are sufficient.

    I am not an employee of EA/Envision. The views expressed are my own!
  • zZUberSoldat
    5 posts Member
    edited July 2018
    gamerdruid, I feel for you dude (or dudette) as you appear to be the only one "moderating". While there may be some mild annoyances, I.E. paying customers looking to get their fix, it really is the job of EA staff to keep us informed. And while the young man up there did ask for moderator input and you have answered this is a business operating on a business model of supply and demand = moeny for EA and a buzz for the customers. When you talk about how it might be unfair that unsubscribed/payless players are being reimbursed in the same manner as paying players...well they're not playing so I don't care what they get - I do care for a little token of appreciation for having to suffer through the indignation of following posts and threads seeking a glimmer of hope instead of playing through my addition. Actually, tell a lie, I'm busing playing on https://cncapp05.alliances.commandandconquer.com quite happily but I would like to get to my other worlds.

    But, Kiekeboehoehoe has a valid point - regardless of the model the technical staff use, typically this scenario would have ben well tested long in advance with contingencies. It isn't enough to switch 50 worlds and then go home for the weekend because it's a job for you and not a pleasure. If my MD called me on Sunday and he said the new Exchange server was down do you think I would ignore his "posts" and simply wait until Monday?

    C'mon guys time is money and for every hour these worlds are down there is a financial penalty - I gaurantee when that hits the $1Mil mark something will hit the fan.
  • gamerdruid
    2725 posts Moderator
    gamerdruid, I feel for you dude (or dudette)
    dude :wink:
    as you appear to be the only one "moderating". While there may be some mild annoyances, I.E. paying customers looking to get their fix, it really is the job of EA staff to keep us informed. And while the young man up there did ask for moderator input and you have answered this is a business operating on a business model of supply and demand = moeny for EA and a buzz for the customers. When you talk about how it might be unfair that unsubscribed/payless players are being reimbursed in the same manner as paying players...when they're not playing so I don't care what they get - I do care for a little token of appreciation for having to suffer through the indignation of following posts and threads seeking a glimmer of hope instead of playing through my addition. Actually, tell a lie, I'm busing playing on https://cncapp05.alliances.commandandconquer.com quite happily but I would like to get to my other worlds.
    I wasn't suggesting those that don't pay (or haven't used funds during this series of issues shoudln't get any compensation, just that it should be different and less than those that paid for 7 or 30 days of increased capacities etc
    But, Kiekeboehoehoe has a valid point - regardless of the model the technical staff use, typically this scenario would have ben well tested long in advance with contingencies. It isn't enough to switch 50 worlds and then go home for the weekend because it's a job for you and not a pleasure. If my MD called me on Sunday and he said the new Exchange server was down do you think I would ignore his "posts" and simply wait until Monday?

    C'mon guy time is oney and for every hour these worlds are down there is a financial penalty - I gaurantee then that hits the $1Mil mark something will hit the fan.

    [/quote]They didn't just go home after 50 worlds - around 250 worlds were moved before the issue really became noticeable. I'm not technical enough to know how or if you can simulate reliably this type of move. They needed to sleep on Friday but have been back at work today.

    Again, I don't know the team responsible for the planning or testing of the move but my guess it would be at least partly a team at the data centre. Yes, once this is all over I'm sure some hard questions will be asked of everyone and answers demanded that may cost people roles (sideways moves) or even their jobs.
    I am not an employee of EA/Envision. The views expressed are my own!
  • zZUberSoldat
    5 posts Member
    edited July 2018
    Dude :)

    Your reply is welcomed and please keep in mind I'm only having a conversation - I am not here to stir up angst or anything :)

    I said 50, by the way, as a guess because they made reference to cncapp 01,02,03 and listed some worlds affected but I didn't look closely at numbers. But I'm glad you appreciate where I'm coming from...unlike someone else (no names menitioned here) who thought I would be better suited, applying for a job with EA, get assigned to the soon to be new positions opening team, and find out for myself what went wrong.

    I'm an IT consultant so I truly empathise with the EA team looking forward to a cold beer or two later...but customer relations is every bit necessary to eleviate unecessary stress in the job. Have them on your side and when you suggest the servers/worlds won't be back up for another day peeps will appreciate the feedback and hopefully won't rage-quit.

    Otherwise keep up the good work guys!!
  • As I may presume Gamerdruid you are a representative of Envision and working for them.

    Beyond doubt you (or youre company) stay in contact with EA and their technical Team.

    I would be enraged if my game doesn't run and doesn't produce income.

    Moving 50 game servers and find out after those 50 or was it 250 that the game isn't running ???!!!!???

    YOU TEST AFTER 1 GAME SERVER AND IF ITS WORKING YOU MOVE MORE !!!

    This is beyond ridiculous !!!

    Please give more information because I am getting more pissed on EA by the minute.

    No info is beyond acceptable.

    Regards

    DJ
  • gamerdruid
    2725 posts Moderator
    edited July 2018
    As I may presume Gamerdruid you are a representative of Envision and working for them.

    Beyond doubt you (or youre company) stay in contact with EA and their technical Team.
    I neither work for Envision or Electronic Arts. I do have a direct contact to some of the Envision staff via a private channel, but that only works when they wish to inform me and other moderators.
    Envision staff are in contact with EA and the data centre to resolve this issue.

    Views expressed are my own - I don't work for any other company that is contracted by EA or Envision so I am free to criticize and do so when I feel it is going to be helpful.
    I would be enraged if my game doesn't run and doesn't produce income.

    Moving 50 game servers and find out after those 50 or was it 250 that the game isn't running ???!!!!???

    YOU TEST AFTER 1 GAME SERVER AND IF ITS WORKING YOU MOVE MORE !!!

    This is beyond ridiculous !!!
    The first few days of the move were going very well, but then on Thursday a critical mass of worlds happened and things went badly wrong! The did move 50 - no issue, then another 100 - still no issue, then another 100 and eventually BANG! things started to fall over. (numbers are approximate for illustration purposes as I don't know the exact numbers).

    As I understand the system it is a lot of mapped servers and virtual mappings for each 'server' such as cncapp01 etc and then for each world. I don't understand the architecture of the data centre and I have not had discussions about it.
    Please give more information because I am getting more pissed on EA by the minute.

    No info is beyond acceptable.

    Regards

    DJ
    All I can give as information is that they are working on it and will continue to do so until the issues are resolved.
    I am not an employee of EA/Envision. The views expressed are my own!
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