[2022] Official Galatur Thread

Following a server issue Galatur experienced data loss that impacted many players.

I am doing my best to centralize the discussion and drive everyone toward our News post which has steps to help get your account back on track.

I apologize for the frustrating experience, we do have a working solution but it does require your help submitting a ticket.

Please check out News Post on this topic to find the steps you can take to resolve this issue.

We can use this thread as a central hub to continue any discussions and ask any questions you may have.

Thank you for your patience.

We will get this resolved as quickly as we can, I really do apologize for the delay. The team is focused on getting this solved for everyone.

The servers were offline earlier, so we weren’t able to apply the fix. But my understanding is you do not need to be online. I am double checking right now!

Yea, I want to compile an FAQ and post it at the top of this thread and the news post.

Yes, this issue is our top priority right now.

No, you don’t have to submit a new ticket.

You do have to be online with the character that is experiencing these issues.

Sorry for the pause in responses, I am working with CS to get information and answers to your questions.

I apologize for the thrashy information, we are testing and learning in real time.

You do have to be online.
You can be on the character selection screen, playing an alt, or playing your characters with issues.

You can be afk, they will notify you when it is resolved.

I understand you want to get back to playing, but please do your best not to contribute to flooding the ticket system.

This is a great suggestion. Will share with the team.

Yes, you will be able to resolve it in the future if you are offline for the coming days.

No, you will not be removed from the queue if you aren’t online for the solution.

If you submitted a ticket, you are on the list.

Hey, I am still here, on a call with Support to learn more.

Is there anyone online now who can help me test a couple things?

You first, what is your character name? And can you please go to the character selection screen?

Ok, give me moment, going to confirm you can be on character selection while the fix is applied.

Ok, if you are all patient with me, and please log into your characters that are experiencing issues I will work with the team to correct as many as possible.

They were kind enough to trust me with the tools to at least fix the Main Story line quest, so I will commit the next three hours to helping as many folks as I can here and then resume tomorrow morning. To make this fast, please log into your characters on Galatur that are experiencing issues. If you are sorted please comment below. Thank you.

Heya guys! I’m here to help collect names, please do not repost your name as I’m going through every post and if you already posted once on this thread… I have you on my list.

Please DO give me your IGN as I don’t know if your forum name is the same. Make my job a bit easier

The team is working on this too, I just wanted to help out the folks here who want to play tonight.

Please only post your IGN once please.

No worries guys if I liked your post that means you’re on my list.

He’s going as fast as he can now that we have a plan

When it happens, it will just show up in your quest journal

We’re going as fast as we can guys, thank you for your patience and understanding!

If you already listed your name on this thread, it’s on my list. If I liked your comment, your name is on my list. <3 no worries, we’re getting you all

The quest will just appear in your journal

You do need to be online for the fix to go through, we understand it’s late for many people. We’ll just keep cycling through behind the scenes to see who is online and fix the problems. Your name will not be removed from my list until the quest problem is resolved

Reminder, just post your IGN once, I’ll like the post for when you’re added to my list.

Not sure, but best to type it as it is.

If you posted your IGN on this thread and I’ve liked the comment, your name is on my list for us to get back on track with quests.

You MUST be online and the quest will appear right in your journal.

Unfortunately, if you have the “Finding the Arks” quest I won’t be able to help fix your account due to my limited knowledge of the tools. You will need a support agent to help you to ensure I don’t make a further mess of thing.
So if you see me skip you in order as I work down the list it is because you have that quest and I am not skilled enough to help.

I should add I am saving your names to hand off to CS directly.

I’m sorry guys, we’re the community team just doing what we can with the limited knowledge we have with support. Thank you for being patient and understanding. If we can atleast get the faster issues out of the way, the support team can focus on the bigger problems.

I am just working my way down the thread and liking the posts I complete

I wasn’t able to help, you will need an agent due to ongoing main storyline quests.

hmmm
Worth testing, whats your in-game name?

There is a link at the top of this thread.

I will like your post when I am able to help, but it is also possible another team member resolves it before I get to it.

Correct!

Please guys, we’re not really doing this in any order or pattern. Just trying to help where we can.

Reminder guys to please be patient and understanding. @Seawolf and I are community and we’re doing what we can with our limited CS knowledge.

Yup! I’m currently collecting names.

I need everyone’s IGN, just need to post it once.

If I like the post, you’re on the list. If @Seawolf likes it, he was able to sort your account.

Hey everyone, just confirming I am here, plugging away. I will keep at it for 2 more hours (2am PT for me) then I will call it a night and resume in the morning.

Yes, you need to stay logged into that character for me to help.

Nope, you should be all good now sir or ma’am.

If you have the Finding the Arks quest, your best bet is to come online tomorrow. And I’ll work with support to get you sorted.

Now you are in the same boat because you should also be good to go now.

I will be back at it at 9am PT.

haha Gankersore. Classic.

Are you waiting on a Finding the Lost Arks fix?

That’s the one I don’t know how to fix. So I will need Support’s Help.

Your also is a complex one, because it says you have ongoing main story quests. SO you’ll need a support agent with more knowledge of the tools. Sorry.

it is showing you as offline, so I cant help unless you are logged in

Yes, I have your name on a short list that I am working with CS on in the morning. Sorry for the continued wait.

Yes, I am sharing the list of names I find with it and we’ll get it solved tomorrow. Then once everyone is good and playing, I’ll push for compensation for time down.

No, that doesnt matter.

I have a data pull from before the server stopped recording data. That is the best place I can set you back to.

You should be set now.

No you are 100% in the right to be frustrated and once this is fixed I will move on to pushing for compensation. Thanks for being as understanding as you have been.

You should be ok now.

Nope you are good to go now.

You should be good now.

You should be good now.

No worries, I really want to do everything possible to help folks get back to playing.

I was working down the list in order, I am currently around 370 in this thread. But a lot of folks are going offline now due to the hour. So I will try to focus on helping folks posting more recently.

I appreciate that, we’re just trying to help folks get back to playing. Those Ark pieces will not find themselves.

Yep.

let me see if I can help you, please let me know if that helped. thank you.

Yes, unfortunately I don’t know how to resolve those. But I do have your name and will share with CS.

You will have to be online logged into that character for me to assist.

For those quests, I believe you will need to submit a support ticket. I don’t know how to resolve those.

No worries, just glad you can get back to playing.

Alright, unfortunately I am toast. I will be back bright and early tomorrow and see who is available to continue getting these issues addressed. Thank you to @Shadow_Fox and my Customer Support friends for helping us. Thank you again for all your patience.

Tomorrow I am going to learn how to help fix those issues too. But for now, I don’t know exactly how to do it without making things worse.

Hello! I am back and I will start trying to help fix this issue for any of the characters listed in this thread that are online.

Yes, unfortunately for me to be able to help fix the issue you do need to be online with that character.

I cannot resolve the Finding the Arks questline yet, so you’ll need a CS rep to help.

I am only able to help with the Main Storyline Quests but Customer Support can help with any other missing content.

Hey everyone, I really appreciate your patience, I apologize it is a slow process but I will be here working on this for the next 12 hours.

If you have the Finding the Arks quest please post your most recently completed Finding the Arks subquest and I will also try to resolve those.

Yes, you be logged into the character experiencing the issues.

I cannot help solve the issue if this character is offline.

Hey everyone,

I will be helping @seawolf with your requests!

Thanks will let the team know.

You should be good to go!

You can submit a support ticket and they will be able to help, we’re just able to do our best to help folks who are online right now.

Yes, Support is also working on this issue and some of the more complicated cases. In addition we are working on a solution that will work at scale.

You should be good to go!

Do you know the name of your most recently completed Finding the Arks sub-quest?

You sahould be all set!

We have myself and Cyfy processing requests here and CS is also closing tickets in their queue.

Was this improved for you?

You need to be logged into the affected character for us to help.

There are several ways folks can receive help, either a CS agent will clear your ticket or Cyfy or myself will see your post and clear the issue. If you are offline or have a more complex issue with your quest state, only Customer Support will be able to help you resolve the problem.

If you already have main story line quests or World quests on your account but they aren’t working correctly. We are able to assist if they are just missing completely. If you started “Finding the Arks” it may be more difficult to resolve your issue and Customer Support will need to assist you.

You should be all set!

You’re all set!

Should be working for you now!