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Heroes of Arkesia!
It has been an amazing first week. We’ve seen incredible support from our players and we want to express our gratitude for helping make Lost Ark as big as it is here in the West! We are also very aware of issues that the community have been experiencing and wanted to take some time and address some of the top concerns we have seen in the past few days.
Missing Premium Content and Store
We have received reports and have confirmed that items are missing from Product Inventory, the Store is unavailable in-game, and Crystalline Auras are missing from characters.
While these things sound like they could be different issues, they are actually all linked to one root cause. For these entitlements, two different servers need to talk to each other, the game server and the commerce server. Right now there is an issue where the commerce server, due to the massive load that it is experiencing from how many people are playing Lost Ark, fails to properly communicate with the game server. This is why sometimes you can see and claim your items, make purchases from the store, and see that your Crystalline Aura is active and working, while other times you can’t. It’s the intermittency that caused our team to investigate the issue for so long before we could give a meaningful update. We have seen that while these items appear to not be on your account, they are still entitled to you.
To address this specific issue, we need to have a client patch. That patch is currently being built by Smilegate RPG and we are hoping to include this fix in our next update which we are prepping for this coming week. It is our understanding that after this patch is delivered, most of the major commerce related issues will work correctly.
For Crystalline Aura specifically, we know that this is a paid premium account benefit that has a timer associated with it. We are actively investigating this issue.
The Galatur issues from Head Start
During Head Start there was an issue with the Galutar server that caused approximately 17,000 users to become stuck in a state where their characters no longer had the Main Story Quest (MSQ) available. This is clearly a massive issue and one that we want to address as quickly and fairly as possible. The issue is a complex one and requires manual editing of each affected account while the player is present online. This makes fixing these characters a very slow process, but please know we are working through them as quickly as we can and working in partnership with Smilegate RPG to solve this issue at scale.
We know this is supremely frustrating and due to the nature of the possible resolutions, we are actively working on in-game compensation for the players who have been stuck in this state. We will update the community on compensation in the coming days.
Queues within the EU region
Lost Ark’s massive popularity has led to queues in all regions ranging from only a few hundred to hundreds of thousands. Our server team has been has been working tirelessly with Smilegate RPG, pushing existing servers to the absolute edge of capacity while maintaining stability and adding more servers to every region.
Unfortunately, there is only so much capacity we can add to a region due to limitations with Lost Ark’s architecture. Despite all of this work, we are still seeing massive queues within the EU region and, as such, we have just announced that we will be opening a whole new EU region, EU West.
You can see all of the information regarding this update in our article here: New European Region Update - News | Lost Ark - Free to Play MMO Action RPG
Collecting all bugs and issues
In addition to the items above, we want to thank everyone for their help reporting bugs and issues they are finding. Community, Customer Support and QA are actively tracking and reporting all issues that are sent to us. Our Production team, Economy team, Live Operations team and our developers at Smilegate RPG are processing and prioritizing those reports. We will be taking steps to improve our communication with our community on reported issues.
Thank you for all your continued support. We are humbled by the passion and excitement you all have for Lost Ark.
See you all in Arkesia!