MattScott

Hi all, With all due respect to the OP, I’m going to ask that we not discuss this here. I’m locking this thread. Thanks, Matt

Hi all, The servers are back online. Thanks, Matt

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

Hi all, The servers are back online. Thanks, Matt

Hi all, The server is back online. Thanks, Matt

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

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

We put up the FE code yesterday for 4 weeks of Commander. ”FallenNot4gotten”

Thanks. We're using this information to check the logs.

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

Hi all, The code is valid to be claimed till 6/16/2019. Thanks, Matt

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

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

Hi all, The server did crash around 1am, so we started maintenance early. Thanks, Matt

We are back online early! Servers are up.

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

Hi all, At approximately 4pm, our Xbox servers got hit with a 40Gbps DDoS attack. Unfortunately when we get hit that hard, we have to shutdown access to the box so that the attack doesn't affect other servers. We have shifted resources to other systems in the meantime, and at least 1 instance of each district is online. We will put the other districts back online as soon as possible. Thanks, Matt

Hi all, We'll be going down around 11:30am UTC time / 4:30am Pacific for regular maintenance. There is no large database restore or repair planned, so this should be well within the normal maintenance window. We have made some progress on optimizations that should help performance. The hope is to clean up the various character loading and gameplay issues. EDIT: Servers are back online as of 9:10am Pacific. Thanks, Matt

Hi all, This is taking a bit longer than I expected. We had to build some custom tools for our Support team to award these items. Thanks, Matt

My original intention had been to award Premium to everyone. However once we figured out that we couldn't release a code due to problems with consoles players, that meant we had individually award the Premium. Even doing this programmatically took an obscene amount of time. So at that point, I had to change the plan and limit the compensation to just players who have logged in within 60 days.

Due to some of our tools being down from the network migration, we're running behind on new ARMAS features. However, we're hoping the next set will get rotated in by Friday.

Hi there, All Premium has now gone out. The easiest way to check your account is to log into the store: https://www.gamersfirst.com/marketplace/ingame/index.php?gameID=20 If you logged into the game within the last 60 days, and you still don't have it, then please open a support ticket at http://support.gamersfirst.com. Thanks, Matt

Hi everyone, I just checked with the team, and it looks like all players who logged in within the last 60 days should now have 2 weeks of Premium added to their account. This includes players on all worlds, on PC, XB1, and PS4. Several players asked me why this took so long, and why we didn't just issue a code like last time. I would have preferred to issue a code, because it's much easier to do, but console players can't redeem them. There was one other way, but it would have involved waiting till Wednesday's patch to implement. The easiest way to check for Premium is to log into the APB Marketplace here: https://www.gamersfirst.com/marketplace/ingame/index.php?gameID=20 If you logged in during the last 60 days, but for some reason your account didn't get the compensation, please open a Support ticket, and we will do our best to escalate getting it out to you. Thanks, Matt

Yes. it's a requirement.

Hi all, I just posted a topic about this issue. Some of the team was out this weekend attempting to recoup from the last two weeks of overtime, and based on a couple issues, we didn't realize the XB1 districts were down. Apologies, Matt