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MattScott

CEO
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About MattScott

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    CEO

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  1. Hi all, The servers are back online. Thanks, Matt
  2. Hi all, I can't know how frustrating it is to try and play on the servers right now, but I can sympathize with upset players. The servers are performing terrible, and that's on us. We are making progress, but we really only have one of two choices right now: 1) Leave it up and let players do the best they can while we work 2) Take it down until we can fully fix it and then put it back up Neither option is attractive, but for now, we're going with Option #1. While they contributed to the general unhappiness, the server issues were not the core reason for yesterday's issue. Unfortunately I'm not yet fully up to speed on what happened. From what I understand, we had a situation that got out of hand. My staff jumped in to handle it. It escalated. In the meantime, I had gotten on the FE discord to make an announcement about server stability and some of what we are doing, but I got called away for hours. Apparently some players took my presence as an opportunity to vent their frustration. I'm not interested in drama. I'm not interested in legislating your space. You can say or do whatever you like in the unofficial FE Discord. For any players or GMs who were directly involved in yesterday's situation, you are welcome to private message me here, so we can discuss your perspective. Thanks, Matt
  3. Hi all, The servers are back online. Thanks, Matt
  4. Hi all, The server is back online. Thanks, Matt
  5. Hi all, I did not pull the plug. But it is after hours in the UK and US, so I'm hunting down engineers to look at the issue. Thanks, Matt
  6. Hi everyone, It's been a while since the last Customer Support status update. Little Orbit had a very rocky data migration, which lead to downtime. Downtime leads to increased player tickets. From April 29 to May 13th, we got ~2x the normal volume of tickets. Unfortunately, this was made worse, because our internal customer service tools were down for nearly 5 days of that period. That means my staff couldn't open or solve any tickets during that time. As of today, there are 1,489 total tickets (unsolved) which is up significantly from last time. And there are 1,075 total tickets that have not been touched (contacted). We've pulled a couple team members from QA and other roles to help get caught up. The majority of regular tickets are now from March 28th. Which means we lost ground from being nearly at the 30 day mark and shifted out to the 45 day mark for answering tickets. If your ticket is older than the 28th, and we have not reached out, then I recommend updating your ticket and asking for status. Thanks, Matt
  7. We put up the FE code yesterday for 4 weeks of Commander. ”FallenNot4gotten”
  8. Thanks. We're using this information to check the logs.
  9. Hi all, For the record, I don't consider any of this whining. It appears one of the servers goes haywire, and the specific aspects of the game stop working for a little while. The situation eventually resolves itself, but while it is happening, it's very frustrating. We are looking at it. Thanks, Matt
  10. Hi all, The code is valid to be claimed till 6/16/2019. Thanks, Matt
  11. Hi all, Effective 5/16, we have activated a 4 week Commander code as compensation to the players in the hopes of helping them catch up on lost progress. The code is: FallenNot4gotten The code is valid to be claimed till 6/16/2019. Thanks, Matt
  12. Hi all, We have activated a 4 week Commander code as compensation to the players in the hopes of helping them catch up on lost progress. The code is: FallenNot4gotten I'll be editing this original post and making a separate announcement on the forums, Twitter and Facebook as well. Thanks, Matt
  13. Hi all, The server did crash around 1am, so we started maintenance early. Thanks, Matt
  14. We are back online early! Servers are up.
  15. Hi all, One of the game servers crashed before 4am, so the team started early. My original plan had been to limit the scope of optimizations to reduce downtime. The goal was to do a short window this time and then more smaller scheduled fixed each couple of days till we got everything finished. The bad news is that once we got started, the shorter maintenance wasn’t possible. So instead they decided to do everything in one go. My community team was asleep, so we weren’t able to get a post up. The good news is that the work is done and servers are coming online now. The game should be up around 9:30am Pacific. Thanks, Matt
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