Where is t he additional monitoring to look into TR cache? I lost all my gear!

[Spl1tz]

We're aware, seriously. This is as serious to us as it is to you.

It's one of our highest priorities. We'll have more news as we progress.

Well that's very good news.
I only hope their conclusion will be more than a bandaid. Last we'll need is the bug coming back in another form unexpectedly...

[Quikster]

I'm sure this is FAF to have happen, and then still want to log in and play. They have menu of us by the ****s so to speak.

That said, thanks for a second response. Hopefully it turns into something more.

[Drwaz99]

We're aware, seriously. This is as serious to us as it is to you.

It's one of our highest priorities. We'll have more news as we progress.

Maybe pass this along to customer service, because it seems that it is not a high priority (or even a priority at all) for them, in any way.

And please don't come back and insult our intelligence by saying it is for them, too, as the threads here in the forums have shown the exact opposite to be the truth.

[Sam-u-r-eye]

Maybe pass this along to customer service, because it seems that it is not a high priority (or even a priority at all) for them, in any way.

And please don't come back and insult our intelligence by saying it is for them, too, as the threads here in the forums have shown the exact opposite to be the truth.

This.

[Captain_Wizbang]

I understand this is super frustrating, and I'm sorry..

I am a nobody, but I pay for this game. If you weren't so fantastic w/ player communication I would laugh at this. But you have been great with us.

As for the issue at hand. Ive lost ALL my raiders & birthday boxes, 3 of the lesser hearts we got for re-specs, and some other named items.

I submitted an in-game ticket on last life when I discovered the issue, and the GM was awesome, got me back the lesser epic tome of learning and could help no further.

I have submitted a ticket w/ 2 separate follow-ups and no answer. (except auto-reply which I dont count)

Lack of replies and resolution for this is going to hurt player retention big time. You (SSG) know that. so I won't flame you any worse than you've already received.

So we continue the Love/Hate relationship with the game developers.

[Six_Gun]

I understand this is super frustrating, and I'm sorry. I'll reiterate some things: It is being worked on. Engineering put in logging a couple months ago to identify sources and have been working on fixes since. It requires some large overhaul back end work. It's just that a large swath of people have been doing Racial's recently because it is new. Thus the increased number of instances in which the problem has occurred being tied to the increased number of people reincarnating.

We're aware, seriously. This is as serious to us as it is to you.

It's one of our highest priorities. We'll have more news as we progress.

As a brief aside, the unofficial DDO Discord is not staffed by SSG members. We don't have a say in moderation whatsoever.

If there isn't anyone at SSG with the knowledge/skill to resolve this then you guys seriously need to break down and find someone who can deal with it. If you can't find someone who can fix it then you need to hire some customer support people who can attend to the massive backlog of tickets and complaints.

This isn't a new thing, it's been around for a long while. The only difference now is that there isn't any customer support in DDO to help the people affected and the number of rightfully angry people keeps growing.

[Thrudh]

If there isn't anyone at SSG with the knowledge/skill to resolve this then you guys seriously need to break down and find someone who can deal with it. If you can't find someone who can fix it then you need to hire some customer support people who can attend to the massive backlog of tickets and complaints.

This isn't a new thing, it's been around for a long while. The only difference now is that there isn't any customer support in DDO to help the people affected and the number of rightfully angry people keeps growing.

I really don't understand why the TR process can't create a simple text log file on the server every time someone does a TR that lists all the tomes, EDs, PLs, and items a character owns at that moment. It should be a fairly simple read from a database(s).

Yes, restoring the character's items would be time-consuming with this method, and a better way should still be worked on, but this is a very simple precaution for a rare occurrence.

[Steve_Howe]

I understand this is super frustrating, and I'm sorry. I'll reiterate some things: It is being worked on. Engineering put in logging a couple months ago to identify sources and have been working on fixes since. It requires some large overhaul back end work. It's just that a large swath of people have been doing Racial's recently because it is new. Thus the increased number of instances in which the problem has occurred being tied to the increased number of people reincarnating.

We're aware, seriously. This is as serious to us as it is to you.

It's one of our highest priorities. We'll have more news as we progress.

No more TRing of any sort for me until this is fixed.

If anyone else follows suit, maybe the damage to the bottom line will motivate whichever team is responsible to try harder to resolve the issue.

[JOTMON]

This is an issue going on for 8 years. And we had the same reply 8 years ago.

How is it that some guys got their stuff back and some dont? Why people have to wait literally weeks to hear anything?

I read the discussion on Discord and it was pretty amusing. The mods trying to censor the discussion of this issue was hilarious, as well as people saying "when you TR, you accept that you might lose your items". People making excuses for SSG is the sole reason why this hasn't been fixed yet.

Maybe you personally cannot fix the issue, but I bet you can go, and tell a CS member to get online and talk to the guy that lost his items and give his stuff back. You dont need to fix it right here and right now to make your customers not hate this game. They just want their stuff back and be reassured that if it ever happens again, they will be able to play again.

Once again, censorship and white knights ftw lolz.

Weeks?
I have been waiting years to get my stuff back.
Compound that with the BS of seeing responses about current players getting their stuff resolved while I still wait for my resolution.
Guess I should have been sending Daily PM's to staff members instead of submitting the detailed ticket and wait patiently for them to resolve the lost items.

Wouldn't be so bad if I was being paid interest in the form of accumulating TP or AS compensation for their continued sidestepping of my lost items while I wait to get fixed or reimbursed..

[Cantor]

I really don't understand why the TR process can't create a simple text log file on the server every time someone does a TR that lists all the tomes, EDs, PLs, and items a character owns at that moment. It should be a fairly simple read from a database(s).

Yes, restoring the character's items would be time-consuming with this method, and a better way should still be worked on, but this is a very simple precaution for a rare occurrence.

I think a full character back up to pre-tr settings would probably be the easiest (like the suggestion of a lama-like transfer), and who would complain about having to reTR on a rare occasion if it happened?

[Thrudh]

I think a full character back up to pre-tr settings would probably be the easiest (like the suggestion of a lama-like transfer), and who would complain about having to reTR on a rare occasion if it happened?

I like the idea of transferring a character to some backup server like Lama (but unavailable for us), then if there's a problem, transfer it back and start over.

But the transfer itself may have bugs.

All I'm saying is that simple text log should be trivial to create for each TR. And would allow them to verify and manually fix any messed up character.

[Captain_Wizbang]

seeing responses about current players getting their stuff resolved .

I feel your pain. I thought about my post before I wrote it. I extend a cyber hand shake brother.

I sent an in-game ticket in for guidance about reporting. The GM was gracious and at first said there was nothing he/she could do. A few minutes later I had mail. It was the lesser epic learning tome. Something showed up to validate my concern or otherwise the GM wouldn't have done that.

I was given no further explanation other than that one item was verified. And was replaced.

I have screenshots of inventory before the ETR & HTR yesterday. And POOF items are missing.

[PermaBanned]

We'll have more news as we progress.

More news? What news has there been thus far? So far the only news from SSG I'm aware of is that all y'all know there's a problem, and you've take the step of adding monitoring tools to the Reincarnation process but whatever you're monitoring for doesn't seem to include a means or basis of restoration to affected individuals. "It's a big back end overhaul kind of problem" and "lot's of people are Reincarnating because of Racial Reincarnation" isn't news, but more kinda statements of the obvious.

What's not obvious, but is part of what we - or at least I - find most concerning is that this issue isn't new, but Racial Reincarnation is. So either someone at SSG is responsible for not considering the impact of a new Racial Reincarnation feature on the frequency of this Reincarnation bug impacting players... or worse, someone at SSG is responsible for considering said impact and a decision was made to move forward without a plan to help those who were going to be affected. If there's a third option other than carelessness or callousness I'm interested in hearing it.

Here's the big questions: even assuming all y'all finally get this Reincarnation issue resolved, and a fix implimented to prevent future occurrences...

• What is your intended remedy for the already affected individuals?

• How long is the remedy process expected to take?

• What is your plan to restore consumer confidence?

[Roland_D'Arabel]

Here's the big questions: even assuming all y'all finally get this Reincarnation issue resolved, and a fix implimented to prevent future occurrences...

• What is your intended remedy for the already affected individuals?

• How long is the remedy process expected to take?

• What is your plan to restore consumer confidence?

Not to disparage Lynnabel, who clearly goes to great lengths to communicate on these and other forums, but this issue should have gone up the chain of command a long time ago. I don't want to hear from Cordovan or Lynnabel, I want to hear answers to questions like what I have quoted above from Severlin. His last post was Aug. 4th. This thread and many others started 10 days ago.

Given the seriousness of this issue, there is no excuse for Severlin not to be responding to these threads.

[Sam-u-r-eye]

• What is your intended remedy for the already affected individuals?

• How long is the remedy process expected to take?

• What is your plan to restore consumer confidence?

It's probably easier and more lucrative for them to let people just quit. If the problem is rare then just let it happen. We had a rampant destruction of our in game economy for almost a year before they did anything. GL getting them to help here, rofl. Its been 3 months since TonE posted his problem and they haven't started fixing the "back-end" code yet.

[Captain_Wizbang]

Given the seriousness of this issue, there is no excuse for Severlin not to be responding to these threads.

*Devils' advocate*

"The devs generally don't reply to negative and threatening posts" That's a quote from Sev a year ago (about).

I almost used it as signature, thats why I remember it. And it was directed at me. So I have no problem posting about it.

During the last U36 build on Lamma-land, I asked about this issue. And the answer was "Mordor expansion and Ravenloft Expansion are taking up considerable man-hours. and will be back at the issue after Mordor release."

I'm as ****ed off as anyone, but for US to to put the devs on the spot right now isn't the answer.

[FAQ]

All I'm saying is that simple text log should be trivial to create for each TR. And would allow them to verify and manually fix any messed up character.

My thoughts exactly. How hard can it be to create a text log with items in the characters possession before a TR/ETR/RTR? It really seems that something is really wrong inside SSG. Customer service, QA/QC, Management decisions, Community communication. The downward spiral in game quality is making me sad

[Hobgoblin]

I'm as ****ed off as anyone, but for US to to put the devs on the spot right now isn't the answer.

then what is?

they always have to be working on something!

im afraid that this will be the next excuse - o sorry i cant fix that..... working on an .......ummmm ya an expansion thats it!

[Bluenoser]

I hope you get your stuff back--this is one of those "beyond the pale" issues, just completely unacceptable. We're talking about stuff many of us have invested real-world $$ into, not to mention untold hours, and some of this gear is incredibly rare (8 years in, still no SOS shard, for example). Even the thought of losing my big BTC green and red bags makes me feel ill. Given that TRing is central to DDO, fixing this and compensating players should be *the* top priority (cleric domains and Ravenloft be damned until then).

Despite what some GMs like to say, it actually is possible to give players at least some items (collectibles for example, which could be used to restore a lost ESOS), but replacing crafted items from events like mabar, cove, birthday, etc. is of course nearly impossible if that event is not currently running. This got me to wondering--could the devs create something like the dojo on lammania, but which requires a special code or GM invitation to access, and inside are all of the game's various crafting stations, and chests with mats, BTCoA base items, etc. Sure, there's some potential for abuse (smarter people than me could figure out ways to prevent it), but that's got to be better than simply saying "sorry we lost all of your incredibly valuable stuff."

Also, in reply to those suggesting you move your cache elsewhere before TRing, I suspect I'm like a lot of vets whose TR caches are full of BTC gear from various builds, so that's not an option.

[PermaBanned]

...but for US to to put the devs on the spot right now isn't the answer.

I disagree, both that it is us putting them on the spot and that now is not the time.

They have placed themselves "on the spot."
• Reincarnation has had it's bugs for years, not even adding monitoring tools to the process untill recently is on them.

• Pushing a new and heavily incentivized Reincarnation - Racial - into the game with the system known to be buggy is on them.

• Doing it without first preparing to resolve the currently nonpreventable issues they knew were coming is on them.

Now is exactly the time.
• They want people to buy Races and Reincarnation hearts - we need a sense of security that if things go wrong, we'll be restored.

• They want us to invest in another Expansion - we need a sense of security that doing so is funding our future enjoyment and not our future frustration.

• They need customers to keep them in buisness. Disapointed, dissatisfied and disgruntled customers won't do that.


No more "we're looking into it" stuff.
If they've looked into it and found that prevention will indeed cost more than cure, then they need to impliment a cure. A means of restoring what was lost in a reasonable timeframe. If they truely can't keep track of what characters are losing in this process (presumably that's why they've been unable to restore those losses), then how can they hope to prevent those losses?

Regardless of whether it's a matter of "can't" or "won't" restore individual losses, they must realize that translates directly to a loss of players /potential payers. Lynn's "we're still looking into it" post was less reasuring than the first "we're installing monitoring tools to look into it" post. That's not a slant at Lynnabel, it's just that clearly they're monitoring tools have not assisted in providing resolution to a growing number of affected individuals. Their current message seems to be: "Keep Reincarnating until we find out what's wrong, 'cause we can only figure it out when you loose stuff during Reincarnation... um no, we won't be restoring whatever you lose in helping us figure this out, just keep taking one for the team."


They have placed themselves on the spot, and now is already later than it should be for them to address it, at some length and some detail; regarding plans for resolution.