Guild Wars 2 has restored the EU servers to Monday morning after multiday rollback

    
15

Yesterday, we covered the Guild Wars 2 community’s many reports across Reddit and the official forums that the game had suffered a major rollback to Saturday. EU players found on that they’d lost several days of gameplay, questing, and cash, including gemstore and wallet acquisitions. ArenaNet kept the EU servers offline all yesterday while working on the problem, while US players held their breaths, wondering whether they were next.

But as of this morning, ArenaNet says it’s completed its long maintenance, putting EU accounts back to the wee hours of yesterday morning and reducing significantly the amount of time and stuff lost.

“Thank you for your patience. Maintenance has concluded and you should be able to log in to GW2 on EU servers again. As part of the fix, we have restored all EU player accounts to their standing at roughly 2:40 AM PT on May 11. We’re continuing to help players who are still missing items, or who made gem purchases or in-game transactions after that point. Please check your account carefully. If you find that you are still missing items or account progress, submit a ticket and Customer Support will help you as soon as possible.”

The studio also apologizes for the “frustration and inconvenience this incident caused” and says it is “exploring ways to make up the downtime to our player community.” There is no explanation of what caused the problem in the first place, however, nor did Anet mention whether it’ll be extending SAB a little while longer (as many players have been agitating for). We’ll update when we know more.

15
LEAVE A COMMENT

Please Login to comment
  Subscribe  
newest oldest most liked
Subscribe to:
Reader
Minimalistway

Just logged in, everything back where it was, and i’m glad i can go back.

Reader
Loyal Patron
Kickstarter Donor
Patreon Donor
rufty

I wonder if this was caused by working remotely, and not being able to access the servers properly. Maybe we’ll see more of this kind of thing generally. At least they managed to reduce the rollback.

Reader
Gregory

Im not in IT, but i’m pretty sure servers are hardly ever accessed directly. It’s always remotely.

devtek
Reader
devtek

I work in a data centre. Apart from in test labs servers are almost never directly accessed. They are in secure locked environments. Developers would probably not even have physical access to the servers, that would be a security issue. The only issue with remote work here would be getting a hardware guy on site to replace the hardware that failed, which is what I think happened.

Reader
Armsman

Yep – that because the days of the “Each Server is a physical ‘box’ of hardware is no more’ – usually all the server a ‘virtualized’ so that yes, while there is hardware running it, you have more than one ‘server’ on a given hardware blade – IE Arenanet gives the data center a ‘spec’ of the environment – the data center spins up (creates) one or more of said environments – depending on what Arena Net contracted for – to create a ‘Server Farm’ and Arena net is given access/control of these virtual environment to load and configure whatever other software they need to run the server; and the data center personnel maintain the integrity of said virtual environments.

So yeah, in the end there not one full configured physical ‘box’ to touch. These virtual enviroment could be running across multiple physical hardware blades across the datacenter – and of course they have backups and I’m sure a failover capacity built into all that as well <— But yeah, with that kind of setup, you can only access it remotely.

What probably happened was that there was a hardware failure severe enough at the datacenter that it compromised their failover and backup to the point they had to go back a few days to find a backup set that wasn't corrupted by whatever happened.

oldandgrumpy
Reader
Kickstarter Donor
oldandgrumpy

Sounds like a Database failure maybe bought on by hardware failure. Either way there was a database recovery require to a point in time. A “consistent” point in time, poor Database Administrators.

Reader
Annoyed badger

It was something like this that made be leave GW2 and never touch an Anet game ever again. Spent money on gems, tried to buy something, their servers fucked it, they looked, said they saw the money go out, saw no item go in, but could not, and would not restore my goods (either item or money)….worst customer services I’ve ever encountered in a game, would admit it was their mistake, but still said they would do fuck all to correct it.

Stay away from this dodgy company, they dont give a shit, and will scam you.

Reader
Tanek

I have dealt with ANet customer service and I have to question whether they just looked, said “yep we took your gems and gave you nothing! haha, bye”. I mean, they aren’t perfect, but if that was their general procedure they would not have lasted this long.

Reader
Bruno Brito

I shittalk Anet a lot, a LOT. But their customer service isn’t really that bad.

Reader
Annoyed badger

Literally had an email from their CS team saying effectively that….we can see that you purchased gems, we can see they were deducted, we cant match that to any item purchase on your account..therefore we cant process any claim to refund, why dont you buy more gems…..

The fact there was not purchase was the problem.

Shit company, shit attitude. Shame as the game was pretty good, but I’m not paying money or spending my time on a game where they treat you like that.

Reader
Tanek

While I still have to believe there was some misunderstanding on one side or the other, I can understand your frustration if that was your takeaway from it.

I have a harder time understanding how, if you believe you were handed the proof on a silver platter like that, you backed down. Very un-badger-like. ;)

Reader
Annoyed badger

oh I have the emails, if I still had the anet account I’d link to the posts on their forums where I quoted them verbatim and their shitty responses…..but what can you do if they just say no, not going to do anything? could try legal action…..waste of time and money over what is end of the day a relatively small amount of cash….so its really just fighting the principle…..or do all that any consumer can reasonably do….withdraw your custom. So I did that, deleted account will never touch Anet games again.