We're getting a lot of different posts about the same thing, so if you'd like to raise a concern, please post here. I'll keep people updated as I can.
If you're experiencing disconnects, please restart your client! We are currently addressing the issue in-game.
You can keep an eye on the status page here. Another information source is our Twitter.
If you're having an issue with an event, like Sealed, please contact our support team here.
Got frozen out of a match. It started out by being slow and buggy. The animation for the land being played froze, but the game still kinda worked. I tried re-connecting and it took a few minutes to reconnect. When it put me back in the match it had timed me out of my turn. I guess my opponent was having similar problems because it eventually timed him or her out of their turn too, without any actions being taken. I tried to play a creature when it got back to me, which froze the game again. I tried to wait it out to see what would happen. The timer ran out but nothing happened for a good while. Then the game realized something was wrong and tried to re connect me. 15 minutes later it finally took me back to the home screen and I had a loss on my record. Totally sucks. I got some awesome pulls in my sealed pack and I was all in to go 7-0 in the event. Not anymore. I’m not playing any more tonight until the servers are under control. I don’t like losing matches through no fault of my own.
Again, we're aware of disconnects and are working on a fix.
I've experienced a few issues, with disconnects usually when Nyxbloom Ancient is involved, as I suspect tapping a creature for 2187 mana might be causing a few additional calculation steps that trouble the game!
Haha that's great.
Update: We're aware that disconnects are still happening, and are still working on that fix.
ALSO, basic forum etiquette still applies no matter how frustrated you are. Please be descent to others... Yes, even employees. There is zero need for insults.
@WotC_Lexie:Update: We're aware that disconnects are still happening, and are still working on that fix.Thank you for the Update. I guess you will update it here, when it's "save" to play again? Or where is the best/fastest source to see that the issue is fixed?
ALSO, basic forum etiquette still applies no matter how frustrated you are. Please be descent to others... Yes, even employees. There is zero need for insults.
The status page (link at the top of this page) will have the latest and greatest information. Our Twitter (MTG_Arena) is also a good source of info.
@WotC_Lexie:Update: We're aware that disconnects are still happening, and are still working on that fix.Thanks for the update. I hope the WOTC team can get it fixed asap, and thanks also for their hard work in trying to resolve the issues. While it is regrettable there are problems at the time of the new set release again, these things do happen.
ALSO, basic forum etiquette still applies no matter how frustrated you are. Please be descent to others... Yes, even employees. There is zero need for insults.
Thank you for being patient and understanding. :slightly_smiling_face:
We are currently addressing the in-game disconnects, and are disabling matchmaking temporarily for current players. Please restart your client to continue matchmaking. We will continue to monitor the situation.
@WotC_Lexie:Update: We're aware that disconnects are still happening, and are still working on that fix.
ALSO, basic forum etiquette still applies no matter how frustrated you are. Please be descent to others... Yes, even employees. There is zero need for insults.
I see no reason to insult, but there's reason to be heavily upset when the game is allowing us to put money on it, play it, and then lose that money due to these bugs while here's no news about it in half a day. After registering a ticket nobody responds.
It would be nice if anyone from the company would at least announce what is gonna happen with all the lost currency after the game is fixed.
You can be upset without insulting people. We have been posting regular updates on the status page (which feeds to our Twitter account as well). As of now, restart your client, and things should be back to normal! :slightly_smiling_face:
Someone WILL respond to your support ticket, but it will not be an instant reply. As you can imagine our support team has a lot of tickets to go through right now. Please give them a while to reply as tickets are answered in they order they are received.
@WotC_Lexie:We are currently addressing the in-game disconnects, and are disabling matchmaking temporarily for current players. Please restart your client to continue matchmaking. We will continue to monitor the situation.i know it is lower priority than the disconnects, but are you also working on the new basic lands from theros not showing up for some people?
You'll get them next week. :grinning:
@WotC_Lexie:
Restarting doesn't return things to normal, it results in 30 minutes of a waiting screen.
You can be upset without insulting people. We have been posting regular updates on the status page (which feeds to our Twitter account as well). As of now, restart your client, and things should be back to normal! :slightly_smiling_face:
Someone WILL respond to your support ticket, but it will not be an instant reply. As you can imagine our support team has a lot of tickets to go through right now. Please give them a while to reply as tickets are answered in they order they are received.
I submitted a ticket and just got a useless form letter telling me to message back if the issue wasn't resolved by the 17th. My original message was sent this morning and the form letter was sent 2 hours later. Swinging support tickets with useless form letters is insulting, so it's no wonder that the customers you're doing that to are hurling some back.
You most likely got a reply like that because it wasn’t something support could fix, and it something that devs were actively working on. Please check the status page next time you’re having an in game issue like that. It will provide additional information and updates.
Anyone else having issues with quests not advancing etc?
This may be a visual error, it’s hard to say without more details. Have you tried restarting your client?
@WotC_Lexie:
@Keovar:How is an update page going to refund the gems? I was double charged for the mastery pass with +10 levels.@WotC_Lexie:You most likely got a reply like that because it wasn’t something support could fix, and it something that devs were actively working on. Please check the status page next time you’re having an in game issue like that. It will provide additional information and updates.
Restarting doesn't return things to normal, it results in 30 minutes of a waiting screen.
You can be upset without insulting people. We have been posting regular updates on the status page (which feeds to our Twitter account as well). As of now, restart your client, and things should be back to normal! :slightly_smiling_face:
Someone WILL respond to your support ticket, but it will not be an instant reply. As you can imagine our support team has a lot of tickets to go through right now. Please give them a while to reply as tickets are answered in they order they are received.
I submitted a ticket and just got a useless form letter telling me to message back if the issue wasn't resolved by the 17th. My original message was sent this morning and the form letter was sent 2 hours later. Swinging support tickets with useless form letters is insulting, so it's no wonder that the customers you're doing that to are hurling some back.
I've worked tech support before, so I'm familiar with a tactic that some agents use to make their call times look good. They throw out a time-consuming 'fix' that does nothing but pass the problem to the next support agent. I worked night shift, so it was common to get calls from people who had already had their support issue swung a few times. It's a cheap trick that's insulting to the customer and whomever gets the support issue next. Form letters are just a text version of the same tactic.
You said that your issue was a black screen, so I gave an answer based off of THAT specific issue. Now that I know what you actually submitted your ticket for, you probably got that response due to the category it was submitted under.
Please submit your ticket under “Order Issues”. Our support team will look into your account, and correct it. You may have to wait a bit for support to respond since they answer tickets in the order they receive them. Our support team are an awesome bunch that genuinely want to help you. 🙂
Unable to select/craft THB basic lands.
Any ETA on these since the art assets etc are obviously in game and available.
Yes folks, I know it's not a biggy but I like the new basics with the chains in them. ;)
Next week!
@WotC_Lexie: I have restarted it several times. It's been like this for a couple weeks now, no quest advancement, no mastery advancement.
This is the kind of issue that if it doesn't get resolved soon, im out - uninstall and never come back.
If it has been this long, please contact support and let them know. We need to look into your account to see what is happening.
@WotC_Lexie:
I didn't say that was my issue, I was commenting on your claim that restarting was going to return things to normal. It used to do so with the old disconnects, but restarting with the recent disconnects results in a failed game launch. You get the background of the 'waiting on opponent' screen with the timer counting up, but the player avatars never appear and it never returns you to the match you were in. After about 30 minutes when the maximum match time has elapsed, restarting will send you back to the home screen. If there were a concede/cancel button on the 'waiting for opponent' screen, then we could at least ditch the disconnected game and try a new one without waiting for the match time to run out.
You said that your issue was a black screen, so I gave an answer based off of THAT specific issue. Now that I know what you actually submitted your ticket for, you probably got that response due to the category it was submitted under.
Please submit your ticket under “Order Issues”. Our support team will look into your account, and correct it. You may have to wait a bit for support to respond since they answer tickets in the order they receive them. Our support team are an awesome bunch that genuinely want to help you. 🙂
As to the issue I did post about earlier in this thread, I DID submit a ticket under "order issues" and got a form letter response telling me to message back if the issue had not been resolved by the same day I submitted it. Unless WotC is sitting on time travel technology, that's even less relevant that a typical form letter. It's useless and insulting, which is why I'm not surprised that people are returning that treatment. People spend money on your game and are going to react badly when they're unable to get the service they're paying for (or in my case, was double charged for).
And yeah, they'll either fix it soon or I'm done. The way the rewards system is structured makes playing to 10-15 wins daily almost an obligation (in order to keep up with everyone else who is doing the same), and while that may keep the match-finding system working more quickly, it can also make the game feel like a grind sometimes and its players prone to burnout. If the options appear to be 'highly engaged' and 'entirely disengaged' and someone is already feeling some burnout, how is getting double charged for something going to affect their evaluation of whether they're going to continue being involved?
Then reply back and say that your issue was not resolved, please. Perhaps they pushed a fix and left it at that. Hopefully that’s the case. If it isn’t fixed, send me a DM with your username# that you gave them, and I’ll ask support about your ticket.
@WotC_Lexie:
It did just get fixed, thank you.
Then reply back and say that your issue was not resolved, please. Perhaps they pushed a fix and left it at that. Hopefully that’s the case. If it isn’t fixed, send me a DM with your username# that you gave them, and I’ll ask support about your ticket.
I will pass along your thanks to our support team. 🙂
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I haven't seen any response to this yet: https://forums.mtgarena.com/forums/threads/62753/comments/394748
Nor have I received any response to my bug report: https://feedback.wizards.com/forums/918667-mtg-arena-bugs/suggestions/39452908-mana-cost-display-bug-with-bolas-citadel
Thanks for letting us know! You won’t really receive a specific response for bugs, but your report gets to the right people.
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