Emergency Server Downtime - Housing Issue

Posted by John Thornhill | 2016 Jan 05 13:40 -0500 GMT
Update4: Thanks again to everyone for their patience as we address this housing issue. After a long night and coffee-filled morning, we are confident that we have a fix for the issues with the housing data that cropped up yesterday. However, due to the delicacy of the data and to be extra careful that we've got everything correct, we're going to spend the remainder of today (and possibly tomorrow) testing and re-testing that this fix is as complete as it can be.  As soon as we're comfortable with everything, we'll re-enable the housing regions and push this fix live. We will post the exact server downtime notice once testing has been completed.

This fix should address any missing houses, incorrect plat values on consignment merchants, and most other discrepencies that occured yesterday. For the most part, all housing data will be rolled back to when the server first came up yesterday. However, the houses that had items purchased from their CMs or traded from their vaults *may* still not have those items after this fix has gone live. We'll be doing our best to restore those items pre-emptively, prior to opening the servers, but may require players to file in-game appeals. 
We should be able to verify and locate any items that have gone missing and restore them, but please bare with us as doing so is a time-consuming and involved process. 

Additionally, we've added popular player potions to the Infernal Merchants' <Potion Merchant> NPC outside Castle Sauvage, Druim Ligen, and Svasud Faste. This NPC will allow players to buy omni-regen, omni-healing, water breath, and individual regen and healing potions until the housing issue is resolved. The potions are listed on the 3rd page of the merchant.

We'll have more info on everything after our testing is complete and we once again appreciate your patience and understanding. 

Update3 7:50 PM EST: Ywain is up once again with the housing regions disabled. RP bonuses on Ywain have been increased from 25% to 50% as compensation for the inconvenience. These increased bonuses will be up for the remainder of the Midwinter Event. We'll be looking at providing additional compensation for affected players once the matter is resolved. We currently do not have an ETA for when the housing zones will be re-enabled. Thank you again for your patience. See below for additional details. 

Update2: Ywain is once again coming back down. The housing regions on Ywain will be disabled and Ywain will be brought back up. Characters logged out in housing should try to login again, twice. Characters should be moved back to their bind point or to their starter town by the 2nd attempt. If for some reason your character is not moved, please file an appeal on another character, listing the affected character name(s) and server(s) so in-game support can move them for you.

The housing zones will be disabled indefinitely until a fix is found. Please accept our sincerest apologies for the inconvenience this causes you. Realm Point bonuses will be increased from 25% to 50% once Ywain returns.

Update 4:40 PM EST: The Ywain Server is back online!

Update notes:

  • House lot locations and associated consignment merchant inventories and prices have returned to what they were prior to the original downtime today.
  • All housing data has been reverted back to when the servers went down this morning at 5:45 AM EST. This means any purchases from the Market Explorer or consignment merchants, house ownership transfers, decoration changes, or any other changes made to houses that took place after the servers came up earlier this afternoon will be as though they never happened.
    • All other character data was untouched and players should see rp/xp gains made from after the servers came up earlier.
  • Unfortunately, several houses were erroneously flagged to be repossessed after our original downtime today. This should only be for some houses whose owners logged into housing after the original downtime and whose original house location was swapped with an inactive account. In order to fix, simply login the house owner's character to the housing zone. This should remove the condemned sign from the house's door.
    • ​Please note that after entering the housing zone on the character that owns the house, you may have to relog once more to see the house door return to normal.
      • ​If you have tried this and your house is still showing as condemned, and your account is not under a free trial and actively subscribed, please file an appeal to in-game support.

After the Ywain server came up we noticed some issues with house locations being moved around within their existing villages. To fix this issue, we will need to take the server down. As soon as we are confident our fix has worked, we will bring Ywain back up. Please accept our apologies for the inconvenience as we attempt to rectify the issue as quickly as possible!

Ywain will go down at 1:40 PM EST and will be down for at least 2 hours.