MattScott

Dear OP, I am sorry you had a bad experience with support. It would be improper for me to post details here, but I am happy to walk through our decision not to remove your ban over private message on the forums. For everyone else in this thread, I want to acknowledge a couple things: - Unbanning players is meant as a correction not a 2nd chance - We originally unbanned all players banned through FairFight under the category of "cheater" - This was because we know some of those players were banned improperly - After the first wave, we found multiple other categories of bans, some of which were also FairFight bans, contained subjective justification, or had no documentation at all - This 2nd wave of unbans was meant to try and catch anyone else that we felt were banned improperly - If you still feel you deserve to be unbanned, you are welcome to contact support, and we'll investigate your situation But I want to caution anyone who approaches us with "well, he got unbanned, so I deserve an unban too". We didn't set out to give people 2nd chances. We set out to correct unfair bans. To be clear - I realize in solving one problem, we have created another. We now have a lot of old players who knowingly and blatantly violated the TOS. We did our best to be selective, but there are millions of APB accounts, and it was impossible to review them all individually. Each of the unbanned accounts now has a choice: They can decide if they are going to enjoy the game and follow the TOS, or if they are going to get banned again. My team is committed to making APB fun and safe to play. I'm going to lock this thread. Thanks, Matt

Hi all, This thread honestly made me smile today. The best shitposting I've seen in weeks. Sorry for the silence. Everyone is catching up from E3. We should have an update today on the unbans. Waiting for dev to confirm our ETA is accurate. Thanks, Matt

Hi all, I spoke too soon. A couple issues were just brought to my attention. Unfortunately we are going to pause turning back on stack splitting, but I’m looking into other alternatives to help alleviate the issues. Thanks, Matt

Hi everyone, We had a busy week at E3, but I don't think that had a negative effect on Customer Support. Here are the current CS stats right now: - 4,612 total tickets have been created for APB since the new portal went up on 5/25 - 2,338 of them have been closed. - 11,353 interactions back and forth on tickets. - 837 of them are untouched. I'm proud of the team. We received ~1500 new tickets this week, yet we're overall lower than last week's untouched ticket count. Hopefully players are starting to feel like their tickets are being read and responded to. I do want to give everyone a heads up that our progress may slow down this next week. Selali and Lixil are going to be re-training some staff members based on observations and feedback we have received. There were some issues with individual reps copy/pasting responses without properly reading the tickets. I want to apologize to anyone affected by those issues. We are working to make sure that doesn't happen in the future. Thanks, Matt

Hi guys, We are turning back on stack splitting. It was a stop-gap measure to buy some time while we dug into the code to see if we could get the issue corrected. Upon further reflecting the lack of stack splitting is doing more damage than good, so it's being added back in. Sorry about that, Matt

Hi there, Great question. We have taken over everything - including the store. That means anything you want to spend comes directly to us. Thanks, Matt

Hi all, This week was E3, so I didn't get a lot of time on Fallen Earth. We have been able to extract the compiled game issues from the main data file. We have been able to get about 40% through re-organizing all the C++ code. The main problem was that several core libraries were copied and included several times. It's impossible to know which version is the most up-to-date, but it's clear they aren't all the same. So we've started moving everything into a new repository with each library referenced and only included once. We still have to do this for all the server code and some of the front end code, but we were able to get some of the tools recompiling this way. (This has been added to the original post for easy tracking) Thanks, Matt

Hi everyone, Lixil and several other team members were out all week with me at E3, so we have had limited ability to get on the forums. I'm sure you've noticed her responding at night mostly for the past couple of days. The DDOS attacks seem to be ping ponging between Jericho and Citadel right now, which is irritating because we are forced to leave up mitigation nearly all the time. My original post was two weeks ago, and we're getting close to a solution now. I should be able to give an update soon. Thanks, Matt

Hi all, We did just experienced another DDOS attack (literally minutes ago). But I don't want to confuse the issues. We are looking into the possibility that we have introduced an issue in this last patch. I have posted an update here. Thanks, Matt

Hi all, Here is a quick update of where we are with the last update released on Friday: 1) Installation issues There are some ongoing installation issues with the latest patch. These issues seem to be centered around the following three scenarios: (a) Steam installer not correctly writing registry entries. We are working with Valve on this. It was a problem a long time ago. Hopefully we can get a fix from them soon. We are also starting a work around just in case that doesn't happen quickly. (b) Players who copied files or didn't use an installer to add the game to their system. This can sometimes happen when players back up one system to another. Again, it appears certain registry entries aren't getting made (despite installing BE over and over). The fix for this is to delete your APB install, and install it from scratch off the download link on our website. 2) Lag / freezing issues There have been some players reporting an increase in lag after the patch. We are looking into possible negative performance impacts related to the BattlEye implementation. 3) Bans and detection We are not broadcasting bans, and to be crystal clear - no bans have been implemented. We took a very conservative approach this weekend. We didn't want a scenario where BE started mass autobanning players for incorrect reasons. We never want to have to mass unban again for some anti-cheat problem. Instead we chose to record and analyze the data, and then we will be processing players accordingly. Moving forward we are also adding extra detections one at a time till we feel the system is running smoothly. Anti-cheat will never be perfect. It takes iteration and constant tuning. Little Orbit is firm in our commitment to leverage solid client-side and server-side systems to help us identify and eliminate as many players using unfair advantages as possible, so the rest of us can enjoy the game. We have put our money where our mouth is, and this process will be ongoing. Having said that, there are some amazing players in the game who have spent years to master very difficult skills. They know the guns and their various parameters. They know the maps and where people tend to go. They know how to use APB's 3rd person camera to attack behind them which can look like a snap. My point is that to the average FPS player, these players can look like cheating. But APB is not an FPS. We need to make sure we don't punish good players. We appreciate your support. Thanks, Matt

Hi guys, I can confirm that server lag (see my post on this) and matchmaking are high priorities in the roadmap. BE is working as intended. I wont share exact details, but it is collecting data and reporting cheaters properly. Thanks, Matt

Hi guys, We will continue to test this, and see if we can come up with a fix. Thanks, Matt

Hi there, I appreciate your heart-felt letter. We've made our commitment clear. Now it rests on us to perform. Thanks, Matt

Hi there, We are going to work on this for many reasons.. size, colorblindness, etc. It's just a question of time and other higher priorities right now. Thanks, Matt

Hi guys, I'm going to lock this thread for toxicity. For the record: 1) Jericho is the only server available to many players outside the US, so it is not an "English only" server. 2) Let's not post comments on the forums that generalize players by nationality. 3) Brazilian players have invested in the game under the former publisher Hoplon, and when they shut the game down, it was only fair to make sure those players had the opportunity to continue playing on the closest server available to them. For all regions, we will continue to looking into options that provide the best experience for everyone. Thanks, Matt

Hi guys, I respect the OP for their effort in taking video, and I think there was some good discussion here. Unfortunately I have to agree that there isn't a lot of conclusive evidence here. I'm going to lock this thread and leave it up, but in the future please submit these videos to a GM or someone at LO. Our policy is to typically remove these videos, so let's not post them to the forums in the future. Thanks, Matt

Hi all, We had a bad spike of DDOS attacks today. At one point, we had two different attacks from different sources at the same time. We don't leave mitigation on any longer than necessary for many reasons: 1) It negatively affects performance of the servers 2) We are charged for every minute it is used 3) Our network team works the weekends, so they can respond Unfortunately, we've needed it a lot lately. Having said all that, I will have the devs look at the hitsponge issue. We did release new code today, so I'm not ruling out any issues there. Thanks, Matt

Hi there, Our developers are looking into the issue with the Anti-cheat. It is usually caused by missing registry entries for the game, e.g. if you run it from a previous Windows installation. Try running the APB installer again and install it to the same location. We are looking into Spanish and other languages. Unfortunately there are over 660K words in the game. Translations typically run $0.10 a word or more, so this is something we will need to approach very carefully. Thanks, Matt

Hi guys, I'm glad everyone had a chance to read the Q&A transcript - thanks @SKay again for getting that done so quickly. I'm going to lock this but leave it pinned for a little longer. We will do more of these in the future. The intention is to mix up the hosts and get to more questions from the community. Thanks, Matt

Hi guys, I have already posted the official policy for nudity. APB is 18+, so our rule is no genitalia. But I can see the value of what the OP was asking. Unfortunately showing/hiding nudity would rely on accurate flagging. I appreciate the discussion. Going to lock this thread. Thanks, Matt

Hi there, Fixing threat is in our roadmap, and it’s one of the highest priorities. However it’s a bit more complex than Anti-cheat, so we took care of BattlEye first. The last time G1 tried to fix threat, a significant portion of the population left, so we want to come up with the right solution that actually fixes the problem without alienating everyone. Thanks, Matt

Hey everyone, It’s Friday night, so I’m going to post the current status of Customer Support. Hopefully many of you are seeing your tickets move along. Here are the current CS stats right now: - 3,159 total tickets have been created for APB since the new portal went up on 5/25. - 626 of them were players requesting unbans. We cleared all of these today - however if your account did not get unbanned, please respond to the first ticket you submitted. - 5,375 interactions back and forth on tickets. - 1,346 of them have been closed (this includes the 626 we closed for unban requests) - 1,087 are untouched. We continue to add staff to this department, and we have more new CS folks starting next week. Thanks, Matt

Hi Zeker, We have removed bans on thousands of players who were flagged by FairFight and a couple other select reasons. However we are still evaluating many thousands more that were not categorized properly, so there will likely be a second wave. We appreciate your patience. Thanks, Matt

Hi all, I missed this thread, but we have approved the use of the Advanced Launcher. The developer was kind enough to share the code so we could make sure it was okay ahead of the patch. Thanks, Matt

Unbanning will occur after we lock servers tomorrow.