Wanted to share an update on what has been happening this past week & the plan going forward from today.
As everyone is aware, since reset last week there have been a variety of issues in game affecting Event progress & Shop Tier purchases, Campaign Tasks & progress, Guild Wars and Guild contributions. After reporting these to the team as fast as we could collect them, they have been linked to the server having some load issues. Since then, over Tuesday/Wednesday the development team released a number of fixes and server changes to resolve this.
While since then we have seen a reduced amount of reports for these out-of-sync errors, we are aware that players are continuing to experience CLIFFY errors.
The team is continuing to investigate these reports and release fixes, as we work with players who are reporting running into this issue.
Going forward there will be some global compensation mail going out to everyone, in saying that we will also be sending individual compensation to players who lost progress and resources via Support tickets.
If you are currently having issues where you can’t access an event, Delve or the guild menu at all or if you are missing resources or scores from these issues, please click “Click here for next steps” below for further information.
Click here for next steps
These issues have not affected everyone the same way, and most players have not lost any progress, resources or items. If you are not sure if you’ve lost anything - you probably haven’t as it would be obvious at the time it happened. If you were affected you most likely saw error messages and immediately were missing items from the purchase you just made or battle you just won.
To assist in getting responses to everyone and the workload of the CX team (please remember, we are a small team of 3 people) all tickets in regards to the issues this week will need to be submitted by Monday 27th June at 7am GMT.
In the case that you have had error messages but have not been affected by lost progress or resources, please avoid sending through a ticket about this as a precaution. We want to be able to help everyone as fast as possible and going through a report to discover someone has luckily not experienced this issue, does take away from getting this resolved for others.
These issues have not affected any old Troops, Weapons or Pets in players’ collections - it will only have affected any resources or items you gained since Friday 17th June 7am GMT - you probably would have immediately noticed the issue (ie. bought an event shop tier and immediately your Gems were spent but ie. no Token or Sigils were received).
Make sure to include your invite code, platform, and as much detail as possible about what you experience. So for example;
- The event/game mode you experienced the issue in
- Date and estimate time
- Details of what you are missing
- Any relevant screenshots, receipts, error messages
Not only will this help us make sure you get back what you need in a timely manner, but it will also save back and forth messages trying to gather extra information.
We also understand how hugely frustrating it is that this has occurred and has been an ongoing problem.
Player tickets will start being responded to from Monday. We still have the 3-5 business day reply period, but reports and tickets about these issues are our current #1 priority.
Regarding what we have been doing and the plan moving forward for addressing the causes of these issues:
Roughly a month ago we hired additional staff who specialize in server and database management and they have been working on getting up to speed and had already started work on server and database optimisations. We have also increased our server capacity to handle the larger server demands we’ve been experiencing. The team has also been investigating and addressing the issues caused by the servers and database that the community have specifically pointed out and reported to us with many fixes and improvements already have gone live over the past 3-4 weeks. Moving forward we have team members who are currently 100% focused on the additional issues we’ve been experiencing since Friday 17th June. Once these current issues are addressed they will continue working on further improvements. This is ongoing work so we don’t have an exact day for when things will be fixed - basically this work is not going to end, it will continue even after players stop reporting server problems.
Lastly, we appreciate everyone who has already shared as much information as possible! It has been hugely helpful for myself, @OminousGMan & @Kafka in being able to pass on as much accurate data and player experience to the development team so no time is wasted.
Jeto (she/they) - Support Human