about 3 years ago - /u/JagexKari - Direct link

UPDATE - This post is now deprecated. Please click here for the latest news.

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Active Issue: Login to RuneScape is currently unavailable for a small amount of players.

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Update @ 17.30 Game Time, March 15th

Hey all,

As part of our preparations for the Restoration Phase, we will continue disabling log in permissions for accounts impacted by the Login Lockout later tomorrow. This will ensure all accounts are best protected when we proceed with the restoration work.

We'll send an email/inbox message to all players in this position over the next few minutes. Please check your emails/inbox for the details.

Thank you for your patience whilst we work to resolve this issue.

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Update @ 18.00 Game Time, March 14th

Hello everyone.

Work on the Account Integrity Review Beta and the restoration of accounts has progressed as expected, which sets us up well for the week ahead. We're hoping to be able to confirm a start date for the Account Integrity Review Beta very soon.

As a reminder - we won't have a Game Update tomorrow, as we continue to put all of our development focus on returning players to game.

Thanks ever so much for your continued understanding. We'll be back tomorrow with more updates.

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Update @ 18.00 Game Time, March 13th

Hello everyone.

The team continues to make strides towards the Account Integrity Review Beta we announced yesterday.

Today, we've completed our initial preparation work on the 'Beta' servers that will be used - this will allow the team to begin testing and finalising the game environment ready for next week's launch. We'll be continuing this work over the coming days, alongside preparing all the relevant surveys and support channels needed to run the program effectively.

Alongside this work, we're also continuing to restore accounts using our telemetry solution, and readying those for further testing.

That's it from us today, but we'll be back with another daily update tomorrow. Thank you once more for the continued understanding and patience.

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Update @ 20:00 Game Time, March 12th

Posted on behalf of Mod Warden. If you'd like to see a video version of this message, head here: https://youtu.be/eZEa8rXi1YA

Hello everyone.

As we close out this week, we wanted to provide the latest updates of the Login Lockout situation.

Today, we've entered the next milestone of our work to resolve this issue, known as the Account Restoration Phase. Here's a look at what this will involve and the next steps we’ll be taking over the coming days.

The Restoration Phase

This process has two parts: the Account Integrity Review and the Full Restoration.

The first wave of testing is underway, starting with the personal accounts of some J-Mods that were impacted. Our QA team will be checking these accounts on internal test worlds and identifying problematic areas that need further refinement. We expect this to take most of the weekend.

Next week we aim to start doing the same with player accounts, and that will involve the most important testers of all - you.

Account Integrity Review

The Account Integrity Review will begin with a Beta Test, where we'll invite a select number of players to give us feedback on their account post-restoration.

While we would love to give everyone this opportunity, we've only opened the Beta to accounts who we’ve identified as being most helpful for critical feedback. They’ll assess the quality of their own account restoration to help us improve the process and define our next steps for the Full Restoration. Please note, those who take part will not receive any special benefits for doing so. All affected players will be provided with a clear way to reach out to our support teams if anything is amiss after the restoration phase.

Our team have been hard at work on so many levels to make these tests possible, and we’re hopeful the end result will allow us to return your accounts as accurately as we possibly can.

Ideally, this phase will begin later next week – but this weekend’s work will help us narrow down the timeline for certain.

Game Updates

We know many of you are also missing our weekly Game Updates, so here’s a quick update on those.

Firstly, there’ll be no Game Update next week as our number one priority is resolving the account lockout issue. You’ve all been incredibly patient, and we’re continually thankful for that.

As we move onto the next phase, our technical resource needs will reduce, allowing us to get back to our planned content schedule without disrupting the restoration work. So, if everything goes smoothly with the Account Integrity review, we currently expect Game Updates to return from March 22nd. That’s a definite ‘if’ for now though, as all of this is contingent on continued good progress with getting affected players back into the game.

That said, there’s a jam-packed couple of updates to look forward to when those updates resume! We’ll kick things off with the Rex Matriarchs, closely followed by a brand-new Easter seasonal event and the eagerly awaited Pi-Mas Combat Fixes. We're also continuing work on addressing the Elite Dungeons exploit as soon as we can. Finally, for those of you who feel like you are missing out on Yak Track time and Vic The Trader, know that we intend to ensure extended availability for both of these events once accounts have been restored.

What's Next?

So, to recap: we’re moving into the Restoration phase with internal testing over the next few days and the Account Integrity Beta scheduled for later next week. Regular game updates will likely make a return on March 22nd, and both Yak to Basics and Vic the Trader will stick around long enough for everyone to spend adequate time with each event.

Before we get back to work, I want to leave you with one last message. We will do right by anyone who’s been impacted by this issue – and I want you to know that even if the Beta doesn’t get us all the way there, we’re going to keep moving forward, get you playing and continue offering support until we get this right. Please do keep an eye on RuneScape.com or any of our social media channels for daily updates on our progress.

Until then, know that we’re all very much moved by your continued understanding and support. Thank you, and stay tuned for tomorrow’s update.

- Mod Warden

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Update @ 20.00 Game Time, March 11th

Hello everyone,

As today comes to a close, we wanted to share a quick update on some key news which emerged this afternoon.

Within the next 24 hours, we will be taking our first steps into the restoration phase, as we test a few impacted accounts that have been restored with our telemetry merging solution. This is an internal test only, so no accounts in the live game will be unlocked or returned in any way, but it’s an important milestone on the road to getting you playing again.

In the coming days we’ll also share a bigger update on our test plans that will help us complete the process of validating the work. Please rest assured that we’re moving as quickly as we can while still being thorough.

Finally, following our notice yesterday, we have disabled access for a small number of RuneScape accounts as part of the Login Lockout - you can find out why here. If you are part of this group, you should now see an error message reading “Invalid email or password" and "Your account may currently be protected pending restoration. We will be providing updates on our home page and social channels." when trying to log in - this is expected. We will keep those account owners who are affected updated by email as we move forward to our next test phase. If you don’t receive an email, don’t panic – this group contains only a small subset of the impacted accounts.

Thank you again for your continued patience and stay tuned for another update tomorrow.

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Update @ 16:30 Game Time, March 11th

Following our notice yesterday, we have disabled access for a small number of RuneScape accounts as part of the Login Lockout.

If you are part of this group, you should now see an error message "Invalid email or password" or "Single Sign on fail" when trying to log in.

We will keep you updated as we move forward to our next test phase. Thank you for your understanding.

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Update @ 19:30 Game Time, March 10th

Hi everyone.

There has been good progress on bringing all the telemetry together needed to restore accounts, and we're moving towards the next phase of testing ahead of the restoration phase.

As part of this, we've identified players who were impacted by this incident but have since at some stage been able to log-in. While only a very small subset of those impacted by the Login Lockout are in this situation, these players may have data that's not correct or up to date.

We've sent a notification email to all players in this position, as we'll need to disable access to your account beginning tomorrow (March 11th). This is the simplest and best way for us to begin restoring your account, and we will email you directly with any key updates. So if you do receive an email, you will be part of the process of restoring everyone involved in the Login Lockout.

Thank you for your incredible patience whilst we work to resolve this issue.

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Update @ 18.00 Game Time, March 9th

A quick update after yesterday's post from Mod Warden:

We're continuing to work on getting those affected back in game. Right now, work is underway readying telemetry data and your account saves ahead of the planned merge we spoke about yesterday.

We're not able to give you a definitive timeline yet, but rest assured that we're moving as swiftly as accuracy will allow us. We want to deliver the best end result we can, and we're balancing that with getting you back into the game as soon as possible.

For those of you who would like to understand more about the work we are doing and what caused the issue, we covered this and took community questions on today's livestream with Mods Hooli, Warden, ID0 and ZZ. If you missed it you can watch the VOD here:

https://youtu.be/_9BUZYlrFMc

Thank you for your continued patience while we're working to resolve this issue.

- The RuneScape Team

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Update @ 18.50 Game Time, March 8th

Hello everyone,

As many of are aware we have been working around the clock investigating the Login Lockout issue over the weekend and would like to share more detail on what do we know so far and what to expect moving forward from today.

Now our investigation is complete, our focus moves to the solution phase and getting those affected back in game as soon as possible. As things stand, all Old School players and more than 99% of RuneScape accounts remain unaffected. While most of you are now back playing as normal, we will not rest until all of you are back in game.

Following the work this weekend, we are pleased to say all accounts are safe. All character progress before February 8th is intact. However, we have some data gaps for that 1% between February 8th and March 4th.

What if I am affected?

We are confident in a solution that is now underway, which involves taking your account saves from February 8th and merging them with telemetry data to fill the gap. Our telemetry system separately captures all game and account session information when you logout – this was not impacted and is fully intact.

It is a complicated beast with lots of variables to cross check and we’ll be as thorough as possible to make this work. However, this is going to take time, likely most of this week. Right now, we can’t provide further estimates on timings, but we will keep you posted.

Whilst we’re doing this work, we will additionally need to lock out a small group of players who are already back playing, but who have a known data gap, and we’ll contact those players directly.

Thank you

We’re on it, we’re working through it, and expect to know more information through the week together with an additional update tomorrow in our Weekly Live Stream.

Finally, there is nothing else we can say but thank you again for your patience. We understand how frustrating this must be to those affected. Our top priority remains getting accounts back in game. We are also committed to making improvements in our processes to prevent this happening again in the future.

We truly appreciate the kind messages of support we have seen from many of you – it’s fuelled the team through long hours even more than the coffee! Thank you so much for your continued understanding and stand by for more news tomorrow.

Mod Warden

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Update @ 16.30 Game Time, March 6th

Hello everyone,

As we discussed in yesterday's newspost, work to resolve the ‘Log-In Error’ situation has been continuing throughout today as our team works to find a solution to get everyone playing.

If you are unable to login, please only submit one report at https://jgx.game/UnableToLogin. Submitting multiple tickets will result in longer wait times. Thanks for your help in advance!

We're reading your messages and know some of you are concerned about accounts being lost. To be extra clear: this is a temporary issue - no accounts have been lost or will remain permanently stuck.

The coffee is flowing, and our teams are working throughout the weekend working on solutions, so please hang tight. We truly appreciate your continued patience and understanding. We'll keep you posted with any further news as we have it.

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Update @ 10.00 Game Time, March 6th

Good morning everyone,

We're still hard at work trying to make this situation right, but in the meantime:

If you are unable to login, please only submit one report at https://jgx.game/UnableToLogin. Submitting multiple tickets will result in longer wait times.

Again, thank you all so much for your patience - we'll share more updates when we can.

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Update @ 18:00 Game Time, March 5th

Hello everyone,

Thanks for bearing with us over the course of today as we worked towards getting a more substantial update on the Log-In Error situation that’s still affecting some of you.

Our teams have been working through the night and today to get everyone playing again as soon as we can. Right now, this is the number one priority for the RuneScape team.

The Issue

If you are seeing the message 'Error loading your profile, please contact customer support' upon log-in, your account is currently impacted by a technical issue that occurred with one of our log-in servers.

While we’ve since been able to restore this server, we are not yet able to move impacted accounts out of this stuck state.

Timelines

Our team will be working around the clock and throughout the weekend to provide a resolution. We will communicate any key updates as they happen.

We want to be as upfront with you as possible: based on today’s investigative work, we expect this to run into the weekend and early next week. We completely understand how frustrating this will be to those effected and we sincerely apologise.

We will do right by anyone impacted by this downtime, but currently our sole focus is getting those affected back playing.

What Should I Do If I’m Unable To Log-In?

If you haven’t already done so, please visit this page and submit a ticket: https://jgx.game/UnableToLogin

This ensures you’ll receive email updates on the status of the issue, and our Player Support team will be in touch as soon as possible.

Monday’s Game Update

We have made the decision to postpone Monday’s Game Update in order to pour all our efforts into resolving this issue.

To reiterate, our absolute priority is restoring access for all players. As soon as we have a new release date, we'll let you know.

A Final Note

Just to close, we really do appreciate your continued patience and understanding. Please know the team are working flat out to make this right, and we’ll keep you updated.

Back with more soon,

- The RuneScape Team

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Update @ 12:40 Game Time (05/03/21)

Hi everyone.

Ensuring everyone can play again as soon as possible is the biggest priority for the team and work is continuing to resolve this technical issue. We do not have a timeline to communicate right now, but as soon as we have any indications to share, we'll let you know.

As our investigations have continued, it has become clear that more players are impacted than initially estimated. If you are trying to submit a report, we want to assure you that your reports are being received - if you receive an error, please keep trying. Note that we expect to be able to support anyone impacted, regardless of having a ticket submitted, but having a ticket is the best way to ensure your issue is tracked.

If you haven't already, please do submit a ticket via this link if you are unable to login: https://support.runescape.com/hc/en-gb/articles/360018273338--04-Mar-Unable-to-access-the-game-UPDATE-

We'll be back with more updates later today. Thank you for your continued patience and we'll get you playing again as soon as we possibly can.

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Update @ 09:20 Game Time (05/03/21)

Good morning everyone, and thank you for your ongoing patience while we address the outstanding issues from last night's events.

Our team stayed late into the night and are still continuing their work even now. Our core aim is to get anyone who is unable to play as intended back online as soon as possible.

While we don't have any further progress to report as of right now, we will be continuing to communicate regularly throughout the day and will deliver more news as soon as we're able to.

Thank you.

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Update @ 23:00 Game Time (04/03/21)

Thank you to everyone who's submitted a ticket if you've encountered the 'Error loading your profile' issue or your account isn't as expected. If you have encountered these issues and haven't submitted a ticket, please do so here: https://support.runescape.com/hc/en-gb/articles/360018273338--04-Mar-Unable-to-access-the-game-UPDATE-

For those of you still unable to connect, we just wanted to let you know that this is our upmost priority to address. Due to the complexities of the issue, we wanted to let you know we won't have any further updates to share for the remainder of this evening - our investigations are going to continue and we expect that work to carry over to tomorrow. We want to get you playing as soon as we can, and we truly appreciate your patience as we work this through.

We'll be back tomorrow with more updates as soon as we have them.

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Update @ 22:00 Game Time (04/03/21)

If you are encountering the message 'Error loading your profile, please contact customer support', or your account isn't as expected when you do log in, we have set up a direct support form for any impacted players.

Please visit https://support.runescape.com/hc/en-gb/articles/360018273338--04-Mar-Unable-to-access-the-game-UPDATE- and click the "Report Issue" button for further assistance.

Apple and Google login issues should now be restored too.

If you are encountering either of these issues, thanks so much for your continued patience while we work to get you playing again.

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Update @ 21:30 Game Time (04/03/21)

If you are encountering the message 'Error loading your profile, please contact customer support', we will provide a specific support destination shortly to provide help for this issue.

If you are seeing this error, the account is part of a very small number of accounts we referenced as likely being still unable to log in at this time - our team are continuing to work on anyone impacted by this to get you playing again as soon as we can, but this support form will make sure we are aware.

For anyone reporting their account not appearing as expected, we're also continuing to work on this issue. We will also be providing a specific support destination to resolve this issue for you as well.

Stand by for links as soon as have them.

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Update @ 20:35 Game Time (04/03/21)

We are happy to report RuneScape login services are now coming back online and services should be restored for the vast majority of players.

We are aware there may be a very small number of accounts still unable to log in at this time - our team are continuing to work on anyone impacted by this to get you playing again as soon as we can.

Thanks you everyone for your patience and understanding as we got our services back online.

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Update @ 20:05 Game Time (04/03/21)

Work is still continuing to restore our login services - we have no significant milestones to report just yet, but good progress is being made. We hope to have more substantial news to share soon.

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Update @ 19:35 Game Time (04/03/21)

We are still working to restore services as soon as possible - we are making good progress but we have no specific updates to report just yet.

For those of you who logged in during the window where you account didn't appear as expected, we are aware of these reports and part of our ongoing work is ensuring this isn't the case once services return.

RuneScape.com is now available, though please note we are still unable to update the News section at this time - until we can, please do keep returning to this thread or our social channels for further updates.

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Update @ 18:25 Game Time (04/03/21)

Our team is investigating new reports of login issues. For players currently in game, we recommend avoiding world hopping and any high risk activities until further notice.

Thank you for your patience, again!

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Update @ 17.30 Game Time (04/03/21)

We're aware of reports of incorrect rollbacks and are investigating this mistake. We will share more news when it becomes available.

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Update @ 16:40 Game Time (04/03/21)

Our teams are now in the process of bringing the login servers back online. However, in order to fully address the issue we will need to rollback progress for a small portion of players.

We estimate this rollback to happen at 17:00 GMT, at which time a handful of users will have their saves restored to a state from earlier today (2:15pm to be precise).

Our apologies for the inconvenience, and thank you for your ongoing patience.

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ORIGINAL (04/03/21)

Hey all,

We are aware of an issue currently preventing players from logging into the game.

Our teams are investigating. We will keep you updated with any developments as soon as we're able to.

This issue does not impact players already in-game, you should be able to continue playing as normal - though we advise against changing worlds.

Thank for your patience and understanding.

External link →

about 3 years ago - /u/JagexKari - Direct link

Originally posted by Cat_ate_the_kids

Any ETA on this?

Not currently, but as soon as we have one I'll share it here!

about 3 years ago - /u/JagexKari - Direct link

Thank you for your ongoing patience. I've put together a newspost where we'll be updating you on the progress of this fix.

https://secure.runescape.com/m=news/news-item?id=16172

about 3 years ago - /u/JagexKari - Direct link

Originally posted by JagexKari

Thank you for your ongoing patience. I've put together a newspost where we'll be updating you on the progress of this fix.

https://secure.runescape.com/m=news/news-item?id=16172

Looks like the server that hosts our newsposts is down as part of the web team's work to fix this issue. We hope to have this restored soon!

about 3 years ago - /u/JagexKari - Direct link

Our servers are coming back online now, and any that aren't up will be up shortly.

Apologies again for this, we'll be updating the newspost with more information soon.

about 3 years ago - /u/JagexKari - Direct link

Update 18:25 GMT:

Our team is investigating new reports of login issues. For players currently in game, we recommend avoiding world hopping and any high risk activities until further notice.

Thank you for your patience, again!

about 3 years ago - /u/JagexHooli - Direct link

Hi all. Just wanted to drop in and let you know the team are still working hard to get this sorted. We'll keep you updated at a minimum of every half-hour, even if we don't have new specifics to share, until this situation is resolved.

With our website down, you can either follow our updates here on Reddit, on Social or on Discord. Please let others know where you can who are looking for information.

Thanks so much for the continued patience - we will get you playing again as soon as we possibly can.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by E4_Mapia_RS

What's the jagex official discord? I honestly didn't know that was a thing. Can anyone plop an invite message down for others and myself?

Here you go: https://discord.gg/w98GvZKF

about 3 years ago - /u/JagexHooli - Direct link

Update @ 19:35 Game Time

We are still working to restore services as soon as possible - we are making good progress but we have no specific updates to report just yet.

For those of you who logged in during the window where you account didn't appear as expected, we are aware of these reports and part of our ongoing work is ensuring this isn't the case once services return.

RuneScape.com is beginning to become available, though please note we are still unable to update the News section at this time - until we can, please do keep returning to this thread or our social channels for further updates.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by joe32176

When do the 30 min updates start? It’s been over an hour since the last update at the top of this thread. Unless the info is being posted somewhere else now, if that’s the case can you share the link?

We just posted the first one - it'll be roughly every 5 past (maybe a little longer here or there if there's something noteworthy minutes away). Look for comments from us in this thread (Filter: New) or you can refresh to see the new updates in the OP.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by CharLottieDa

So... how does Game Time translate to IRL time? Since I can't see what the Game Time is since I can't login.

Game Time is GMT if you are using a converter. If you are using a world map based one, London is currently matching Game Time.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by JagexHooli

Here you go: https://discord.gg/w98GvZKF

If you are trying to join and being kicked, /u/JagexKari is on it with the Discord team. Some raiding protection kicked in that we're working to disable temporarily asap.

about 3 years ago - /u/JagexHooli - Direct link

Update @ 20:05 Game Time
Work is still continuing to restore our login services - we have no significant milestones to report just yet, but good progress is being made.

We hope to have more substantial news to share soon.

about 3 years ago - /u/JagexHooli - Direct link

Update @ 20:35 Game Time

We are happy to report RuneScape login services are now coming back online and services should be restored for the vast majority of players.

We are aware there may be a very small number of accounts still unable to log in at this time - our team are continuing to work on anyone impacted by this to get you playing again as soon as we can.

Thanks you everyone for your patience and understanding as we got our services back online.

about 3 years ago - /u/JagexHooli - Direct link

Update @ 21:25 Game Time
If you are encountering the message 'Error loading your profile, please contact customer support', we will provide a specific support destination shortly to provide help for this issue.

If you are seeing this error, the account is part of a very small number of accounts we referenced as likely being still unable to log in at this time - our team are continuing to work on anyone impacted by this to get you playing again as soon as we can, but this support form will make sure we are aware.

For anyone reporting their account not appearing as expected, we're also continuing to work on this issue. We will also be providing a specific support destination to resolve this issue for you as well.

Stand by for links as soon as have them.

about 3 years ago - /u/JagexHooli - Direct link

Update @ 22:00 Game Time

If you are encountering the message 'Error loading your profile, please contact customer support', or your account isn't as expected, we have set up a direct support form for any impacted players.

Please visit https://support.runescape.com/hc/en-gb/articles/360018273338--04-Mar-Unable-to-access-the-game-UPDATE- and click the Report Issue button for further assistance.

If you are encountering either of these issues, thanks so much for your continued patience while we work to get you playing again.

EDIT: We just got word Google and Apple Logins should now be back online also.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Bagelmatic

Are our accounts deleted u/JagexKari ? i'm getting this message and i'm quite distraught at the possibility my account that i worked so hard for 15 years is gone entirely.

Definitely not - we are working on resolving anyone getting this error, but we also ask you please visit https://support.runescape.com/hc/en-gb/articles/360018273338--04-Mar-Unable-to-access-the-game-UPDATE- and click the Report Issue button for further assistance.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by PTgenius

For me it took like 4 or 5 tries. Just wait a couple of minutes and try again

We're seeing reports coming through, so please keep trying if you get an error.

Please also keep your inbox open as some people have received errors but received a confirmation email. If you have an email, we have your ticket.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by CarlosFlegg

22:15 and still cannot log in.

Cannot report the issue as the form you have set up to report the "error loading profile" issue, also error's - Error: Sorry, a problem occurred while submitting your request, please try again later.

Something tells me this "small number" of accounts still affected, isn't all that small, if your support form is falling over too.

We're seeing reports coming through, so please keep trying if you get an error.

Please also keep your inbox open as some people have received errors but received a confirmation email. If you have an email, we have your ticket.

about 3 years ago - /u/JagexHooli - Direct link

Update @ 23:05 Game Time

Thank you to everyone who's submitted a ticket if you've encountered the 'Error loading your profile' issue or your account isn't as expected. If you have encountered these issues and haven't submitted a ticket, please do so here: https://support.runescape.com/hc/en-gb/articles/360018273338--04-Mar-Unable-to-access-the-game-UPDATE-

For those of you still unable to connect, we just wanted to let you know that this is our upmost priority to address. Due to the complexities of the issue, we wanted to let you know we won't have any further updates to share for the remainder of this evening - our investigations are going to continue and we expect that work to carry over to tomorrow.

We want to get you playing as soon as we can, and we truly appreciate your patience as we work this through. We'll be back tomorrow with more updates as soon as we have them.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by HardcoreOdy

A simple, "Your account isn't gone forever" would have been a better reply. Thanks for keeping us all in the dark Jagex.

Just to confirm, your account isn't gone forever.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Agrith1

u/JagexHooli what about the people who are currently taking breaks/not been on recently who have been affected but won't be aware? Will you restore their accounts or will you only be restoring accounts for players that submit reports?

The reports help the investigation and ensure the accounts are on our radar - we likely won't be limited to just players we hear from, but we wanted to get something up asap just in case.

about 3 years ago - /u/JagexKari - Direct link

Good morning everyone. I have no updates to share right now but thank you all for your continued patience - we'll be communicating as much as possible throughout the morning and hope to have more news to share soon.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by suckmyponyhole

Is there an eta on when service will return back to normal for us? You've kept us in the dark this whole time by just stating "it's our top priority" i know it's not as easy just fixing it but there has been no real update on what's going on.

We'll provide an expected timeline as soon as we possibly can on this.

about 3 years ago - /u/JagexHooli - Direct link

Update @ 12:35 Game Time (March 5)

Hi everyone.

Ensuring everyone can play again as soon as possible is the biggest priority for the team and work is continuing to resolve this technical issue. We do not have a timeline to communicate right now, but as soon as we have any indications to share, we'll let you know.

As our investigations have continued, it has become clear that more players are impacted than initially estimated. If you are trying to submit a report, we want to assure you that your reports are being received - if you receive an error, please keep trying. Note that we expect to be able to support anyone impacted, regardless of having a ticket submitted, but having a ticket is the best way to ensure your issue is tracked.

If you haven't already, please do submit a ticket via this link if you are unable to login: https://support.runescape.com/hc/en-gb/articles/360018273338--04-Mar-Unable-to-access-the-game-UPDATE-

We'll be back with more updates later today. Thank you for your continued patience and we'll get you playing again as soon as we possibly can.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by dangerousred

Will there be any game time compensation for people who are still unable to play the game?

Our focus right now is 100% on getting everyone playing so we don't have a firm answer for you just now, but it's a conversation that's definitely going to be had.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by JagexHooli

Update @ 12:35 Game Time (March 5)

Hi everyone.

Ensuring everyone can play again as soon as possible is the biggest priority for the team and work is continuing to resolve this technical issue. We do not have a timeline to communicate right now, but as soon as we have any indications to share, we'll let you know.

As our investigations have continued, it has become clear that more players are impacted than initially estimated. If you are trying to submit a report, we want to assure you that your reports are being received - if you receive an error, please keep trying. Note that we expect to be able to support anyone impacted, regardless of having a ticket submitted, but having a ticket is the best way to ensure your issue is tracked.

If you haven't already, please do submit a ticket via this link if you are unable to login: https://support.runescape.com/hc/en-gb/articles/360018273338--04-Mar-Unable-to-access-the-game-UPDATE-

We'll be back with more updates later today. Thank you for your continued patience and we'll get you playing again as soon as we possibly can.

Just to add to this - our Newspost system is still down, but we are hoping to have that service back online this afternoon. As soon as we do, we'll also be providing any updates on RuneScape.com too.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by joe32176

Not gonna lie, this post did nothing to make me feel better. Im officially worried about my account. Yesterday it was the game is back aside from a very small number of accounts. We got tickets submitted finally and I was ready to pop in this morning and have an email from support saying we’re good to go.

Today it’s we were wrong, it’s a lot more people than we thought. No message from my support ticket. You won’t give an eta on when we can play again. There are posts from some people saying support told them maybe a week to fix it, but you wont confirm or deny.

Please don’t go back to putting your head in the sand and ignore the questions. We just want to know if we’ll be able to play again and, if we are, when that will happen.

Asked our team - that's a placeholder standard messaging as most account issues are resolved in under 5-7 days. Current Player Support emails are promising more news by Monday - and we'll be updating everyone here with any news as it happens.

This is very much an active investigation which is why the timelines have been vague. We want to give you some indication of timelines as soon as we can.

about 3 years ago - /u/JagexHooli - Direct link

Small update - our News system is back online, so these updates and all future updates will be available on RuneScape.com as well.

about 3 years ago - /u/JagexKari - Direct link

A small note to say that we've been able to restore our newsposts and as such we've re-upped our original newspost on this issue and added every major update we've shared so far.

https://secure.runescape.com/m=news/news-item?id=16168

Thank you for your ongoing patience while we deal with this situation <3

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Zapflare94

Any progress, guys? Or has the weekend already kicked in? Hehe. :)

Would love to hear from you.

We will have more soon - we've been waiting for some pieces to fall into place today to say something meaningful other than we're working on it. We should have more news on the latest progress in the next hour hopefully.

about 3 years ago - /u/JagexHooli - Direct link

Update @ 18:00 Game Time, March 5th

Hello everyone,

Thanks for bearing with us over the course of today as we worked towards getting a more substantial update on the Log-In Error situation that’s still affecting some of you.

Our teams have been working through the night and today to get everyone playing again as soon as we can. Right now, this is the number one priority for the RuneScape team.

The Issue

If you are seeing the message 'Error loading your profile, please contact customer support' upon log-in, your account is currently impacted by a technical issue that occurred with one of our log-in servers.

While we’ve since been able to restore this server, we are not yet able to move impacted accounts out of this stuck state.

Timelines

Our team will be working around the clock and throughout the weekend to provide a resolution. We will communicate any key updates as they happen.

We want to be as upfront with you as possible: based on today’s investigative work, we expect this to run into the weekend and early next week. We completely understand how frustrating this will be to those effected and we sincerely apologise.

We will do right by anyone impacted by this downtime, but currently our sole focus is getting those affected back playing.

What Should I Do If I’m Unable To Log-In?

If you haven’t already done so, please visit this page and submit a ticket: https://jgx.game/UnableToLogin

This ensures you’ll receive email updates on the status of the issue, and our Player Support team will be in touch as soon as possible.

Monday’s Game Update

We have made the decision to postpone Monday’s Game Update in order to pour all our efforts into resolving this issue.

To reiterate, our absolute priority is restoring access for all players. As soon as we have a new release date, we'll let you know.

A Final Note

Just to close, we really do appreciate your continued patience and understanding. Please know the team are working flat out to make this right, and we’ll keep you updated.

Back with more soon,

- The RuneScape Team

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by prescottcorgs

Thank you for the update. May I ask, for the accounts that have been rolled back, are there any plans for the issue to resolved as an "all-or-none" fix or manually? Wondering if there's a possibility of playing anytime this weekend.

If you logged in and your account didn't look as expected, the best thing you can do is to log a ticket here and click the check box for lost progress. The team are also taking a look at these reports as part of the process. https://jgx.game/UnableToLogin

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by cm113

Anything specific regard account sthat have been set back weeks? I can log in perfectly fine, but my account is two weeks back from where it was. Is this problem the same as the login problem as in you can't currently remove them from being "stuck"?

Just replied to someone above similarly - it would be awesome if you could drop us a ticket here and click the check box for lost progress. This is something we're also looking at. Thanks for your patience on this. https://jgx.game/UnableToLogin

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Aurelius81

Thanks for the honesty with the time line but I am so disappointed about this. We will get contacted when our accounts are back up?

Absolutely. Having a ticket in means we'll be able to contact you when your account is back online. We'll also keep the updates coming in our various threads etc.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by InvictaMar

Anything to be said in the regard of accounts that can log in, but are met with the create a character interface/have been rolled back as far as having just created their account(s)?

The best thing you can do in that instance is drop a ticket in at the link below and click the lost progress checkbox. We're working on these reports as well and it's the best way for us to contact you / keep you informed of progress. Thanks for bearing with us on this.

Link I mentioned is https://jgx.game/UnableToLogin

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Nisgomac

First I just want to thank you for continually posting updates and working on the issue. However, being a company that prides themselves on taking their players mental health into consideration, now would be a great time to prove that to your player base by reassuring those locked out that their accounts are not permanently lost. Most of us here are being supportive and don't mind waiting but the lack of that reassurance with the number of posts is worrying.

This will be a temporary thing - we have no expectations that any accounts will be permanently lost because of this login issue. We'll have you back playing asap.

about 3 years ago - /u/JagexKari - Direct link

Good morning all,

We're still hard at work trying to make this situation right, but in the meantime:

If you are unable to login, please only submit one report at https://jgx.game/UnableToLogin. Submitting multiple tickets will result in longer wait times.

Again, thank you all so much for your patience - we'll share more updates when we can.

about 3 years ago - /u/JagexHooli - Direct link

Update @ 16:35 Game Time (06/03/21)

Hello everyone,

As we discussed in yesterday's newspost, work to resolve the ‘Log-In Error’ situation has been continuing throughout today as our team works to find a solution to get everyone playing.

If you are unable to login, please only submit one report at https://jgx.game/UnableToLogin. Submitting multiple tickets will result in longer wait times. Thanks for your help in advance!

We're reading your messages and know some of you are concerned about accounts being lost. To be extra clear: this is a temporary issue - no accounts have been lost or will remain permanently stuck.

The coffee is flowing, and our teams are working throughout the weekend working on solutions, so please hang tight. We truly appreciate your continued patience and understanding. We'll keep you posted with any further news as we have it.

- The RuneScape Team

about 3 years ago - /u/JagexKari - Direct link

Originally posted by LanikM

I agree. I mostly don't believe they're working AT ALL through the weekend.

"We're still hard at work trying to make this situation right, but in the meantime:"

They're working hard to make it right. Not resolve the issue. That's so vague and doesn't imply they're working on resolving the issue currently.

I'm annoyed at their lack of transparency. I'd rather they just say "Sorry, we will continue working next week. Earliest fix will be Monday but unlikely."

We mean what we say, the teams have been at their computers from sunrise to well past sunset since the issue first arose, working to resolve the issue. No one has stopped working just because the weekend rolled around.

We hope to share more updates with you all soon.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by hunterdc4793

Not one person has posted saying there account has been fixed yet but there working through the weekend?

Our Friday update outlined this a little - essentially, we identified on Friday that the work to get people playing again would take us through the weekend and into early this week at least. There's no one being un-stuck individually at this time which is why you haven't heard anything just yet.

It's a complicated situation to solve but the work over this weekend has progressed well so far. Hopefully we'll have some key updates for you soon.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by RustyMagoo

I'm a bit disappointed in the customer care team, it's been over 22 hours since the last update, even if it's a generic copy and paste of 'were working on it' the community could really use the motivational support right now. It literally just looks like you guys went home for the weekend and it will be business as usual on Monday.

The team are very much working on this. We don't really have anything specific to share beyond our last few updates at this stage, but the team are still making really good progress. We'll have something more substantial to say soon hopefully.

about 3 years ago - /u/JagexHooli - Direct link

Hi everyone. We just wanted to check in and let you know that we're working on pulling together something more comprehensive as our next update message. We've made some significant progress this weekend and we'll do our best to update you on it.

As a reminder, our Game Update has been postponed while we put full force into solving this.

Thanks for the continued patience. We will be back soon with more.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Jeroenm20

Hi Hooli, so I havent been able to play since the issues came, so I have not been able to use Vic. So can we have Vic to be extended for a couple of more days??

We're definitely thinking about any event / activity impact from not being able to log in - Vic the Trader is just one discussion on our list once we get everyone back into game.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Mamasan2k

Is there any NEW update or info?
We have not heard anything since Saturday.
I'm wondering now if my account is so corrupted I won't get anything back but a 'Gee, so sorry, start over again." Or even worse "Your data was stole and sold on the dark web, your account is unrecoverable, have a good life, try to fix it yourself"?

If it helps, that's definitely not going to be the case.

We will have an update today - yesterday we didn't have any significant news to report beyond what we said on Friday about work continuing into early this week. The team were working super hard and we're at a point where we'll have more to share today.

about 3 years ago - /u/JagexHooli - Direct link

Update @ 18:55 Game Time, March 8th

On behalf of Mod Warden and the RuneScape Team --

Hello everyone,

As many of are aware we have been working around the clock investigating the Login Lockout issue over the weekend and would like to share more detail on what do we know so far and what to expect moving forward from today.

Now our investigation is complete, our focus moves to the solution phase and getting those affected back in game as soon as possible. As things stand, all Old School players and more than 99% of RuneScape accounts remain unaffected. While most of you are now back playing as normal, we will not rest until all of you are back in game.

Following the work this weekend, we are pleased to say all accounts are safe. All character progress before February 8th is intact. However, we have some data gaps for that 1% between February 8th and March 4th.

What if I am affected?

We are confident in a solution that is now underway, which involves taking your account saves from February 8th and merging them with telemetry data to fill the gap. Our telemetry system separately captures all game and account session information when you logout – this was not impacted and is fully intact.

It is a complicated beast with lots of variables to cross check and we’ll be as thorough as possible to make this work. However, this is going to take time, likely most of this week. Right now, we can’t provide further estimates on timings, but we will keep you posted.

Whilst we’re doing this work, we will additionally need to lock out a small group of players who are already back playing, but who have a known data gap, and we’ll contact those players directly.

Thank you

We’re on it, we’re working through it, and expect to know more information through the week together with an additional update tomorrow in our Weekly Live Stream.

Finally, there is nothing else we can say but thank you again for your patience. We understand how frustrating this must be to those affected. Our top priority remains getting accounts back in game. We are also committed to making improvements in our processes to prevent this happening again in the future.

We truly appreciate the kind messages of support we have seen from many of you – it’s fuelled the team through long hours even more than the coffee! Thank you so much for your continued understanding and stand by for more news tomorrow.

Mod Warden

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by JagexHooli

Update @ 18:55 Game Time, March 8th

On behalf of Mod Warden and the RuneScape Team --

Hello everyone,

As many of are aware we have been working around the clock investigating the Login Lockout issue over the weekend and would like to share more detail on what do we know so far and what to expect moving forward from today.

Now our investigation is complete, our focus moves to the solution phase and getting those affected back in game as soon as possible. As things stand, all Old School players and more than 99% of RuneScape accounts remain unaffected. While most of you are now back playing as normal, we will not rest until all of you are back in game.

Following the work this weekend, we are pleased to say all accounts are safe. All character progress before February 8th is intact. However, we have some data gaps for that 1% between February 8th and March 4th.

What if I am affected?

We are confident in a solution that is now underway, which involves taking your account saves from February 8th and merging them with telemetry data to fill the gap. Our telemetry system separately captures all game and account session information when you logout – this was not impacted and is fully intact.

It is a complicated beast with lots of variables to cross check and we’ll be as thorough as possible to make this work. However, this is going to take time, likely most of this week. Right now, we can’t provide further estimates on timings, but we will keep you posted.

Whilst we’re doing this work, we will additionally need to lock out a small group of players who are already back playing, but who have a known data gap, and we’ll contact those players directly.

Thank you

We’re on it, we’re working through it, and expect to know more information through the week together with an additional update tomorrow in our Weekly Live Stream.

Finally, there is nothing else we can say but thank you again for your patience. We understand how frustrating this must be to those affected. Our top priority remains getting accounts back in game. We are also committed to making improvements in our processes to prevent this happening again in the future.

We truly appreciate the kind messages of support we have seen from many of you – it’s fuelled the team through long hours even more than the coffee! Thank you so much for your continued understanding and stand by for more news tomorrow.

Mod Warden

I also want to add to this -

We will be dedicating a lot of our Live Stream tomorrow to discussing this in more detail, including expanding on some of the technical aspects that have caused this to happen. Please do join us tomorrow at Twitch.TV/RuneScape at 5pm Game Time if you are interested in hearing more about the Login Lockout.

If you can't make that, don't worry - on top of the VOD, we'll still provide regular updates across the community and on RuneScape.com throughout the week.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by cat666

"Following the work this weekend, we are pleased to say all accounts are safe. All character progress before February 8th is intact. However, we have some data gaps for that 1% between February 8th and March 4th."

How can a tech company which has been going for over 20 years not have backups more frequently than every month? It should be saved on log out in this modern era and failing that at least a nightly backup of all accounts logged in within that 24hr period.

We do. We'll go into this in more detail tomorrow on stream as to why that's not the case in this instance, but just know this is an abnormal situation - not the norm.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by HardcoreOdy

um, so I could possibly loose like 30mil archaeology on my HCIM.... Thx for the update so I can be pissed now and say I'm gonna quit then do it over when I get it back if that's the case lol.

That's not expected to be the outcome at all. We are confident in the telemetry solution we have, it's just going to take us some time.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by prescottcorgs

Thank you for the update. Just to clarify, will some accounts be resolved before others? And is there a strong possibility of the Telemetry data filling in the gap to position our accounts and save data to be as close to March 4th as possible? Or is there a possibility of remaining rolled back for several weeks? Lastly, will there be a triage system or will Jagex be working on specific groups first, such as those locked out before those rolled back to lvl 3 or before DXP?

Those are a lot of great questions - we'll make sure to cover that on the stream tomorrow. Our tech wizard J-Mods can speak to that much better than I can.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Avalanch_Man

Is there any chance that you guys will be reaching out for additional information needed to restore an account? I know a lot of us probably have screenshots and such of various pets and skills from the last month, and would be able to supply if needed.

We're confident in our telemetry solution, so it's unlikely we'll need to get to that point. Feel free to keep hold of them just in case of course!

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by UNSA_Retribution

Jagex employed classic 'trickle-truth' trick to control the fallout

'Small' number of you are affected!

'Weekend over to early next week!'

'No account permanently lost!' (up yours with your lost progress though)

My Caroming 4 + Equilibrium 2 is good as dead

Honestly, this trickle of news is simply a reflection of how flat out the team has been working throughout the weekend to bring all these findings together.

We promised to be open about what that means as soon as we found out more and this is where we are today.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by hunterdc4793

Can we get some rough estimate of roughly how long we’re gonna be waiting

We wish we could, but as the update mentions, we just simply can't say for sure either way right now.

Taking the time to make sure we stitch all our telemetry to impacted accounts successfully is the important part. As soon as we have a confident timeline to share, we'll be getting the news out there.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by prescottcorgs

Additional question for tomorrow's stream: Does submitting a ticket automatically keep our account on Jagex's radar to be labeled for a fix (either systematically or manually) or how will Jagex identify all affected accounts, including those stuck at different time points (can't log in at all, lvl 3 character creation, before DXP) and those who haven't been active within the past few months but still affected?

I can pass you that answer now - we have identified accounts regardless of if they have a ticket (in fact, we emailed many of the accounts without a ticket recently to provide information to anyone who may have been impacted by this).

We still absolutely recommend putting a ticket in (once per account max though please!) to stay best informed, but we have been able to identify accounts beyond the tickets themselves.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by JefferyRs

which involves taking your account saves from February 8th and merging them with telemetry data to fill the gap.

What does this even mean. All dxp lost? A month of progress lost? If that's the case I'd feel so bad for all the players in this shit situation.

What it means is that we have telemetry data (which means information and stats we receive about what an account is doing in the game) that we can add to the backups from February 8th to bring any impacted accounts essentially up to date.

We have confidence in this being a solution that should work, albeit one that takes a little more time, which should mean accounts come back pretty much as you left them.

We'll be able to go into this in more detail once we finish stitching all the information, but that's the intention behind this data merge that needs to take place.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Jewelers_Loupe

Please answer, so I made my account a week or two ago, I made about 400m and has 99 crafting and decent stats to restart my main. Now that will all be lost? All my progress wood cutting the last week gone? I am so angry. I paid for the dxp training event for 450 keys, all lost?? please answer me and about my items u/modhooli

It shouldn't be no - the telemetry will stitch the gap in data.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Dravorle

Are you going to contact us through email? Do I need to keep watch or are you going to do this in bulk and theres no chance we even need to consider anything pre-friday?

And if I got the one confirmation mail from you, that means I have a open ticket, right? Even though the last mail is like over 2 days old by now.

And if so, whats missing? I checked my highscore and everything seemed fine and up to date with what I had when I logged out on thursday. But now you're saying that might be wrong? And if it is right, then why is my account still affected, if no stats actually changed? Do those Highscore Lists not mean anything?

Of course this had to happen during the one week I'm free of any work and just wanted to enjoy some runescape with some friends since in forever x_x

Absolutely. We've already emailed people with and without a ticket on this to provide updates and we'll continue to do that until this is resolved.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by SCF92

I made my account about 3 days before double xp..not sure what that means for me because it was after February 8th

Purchased lots of bonds and treasure hunter to get a boost for double xp. Got 99 smithing and 93 Herb and a bunch of high 80 stats

I'm still on the high scores so hoping I haven't been reset to zero as there's no Feb 8th save

You should still be okay - all accounts are safe and the same telemetry solution should apply.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Jasmiinepower

"February 8th is intact. However, we have some data gaps for that 1% between February 8th and March 4th." so what happens to the exp gained on double exp weekend? can a mod please respond?

You should have it restored as part of the work we're doing to use telemetry data to bring your account up to date.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by PvM_Challenge

Please can you mention players who can log in but are rolled back too far! We are in the dark completely and feel ignored with all the posts focussing solely on the login issues. I keep asking for an update on this but nothing.

We're working on getting you a firm answer if you're in this situation.

Sorry to keep you hanging, we're just checking some last items with accounts in this situation (of which there are very few according to our data) so we can advise you confidently on next steps. We'll hopefully have more to say on this tomorrow.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by wronghaveorof

Will tomorrow's stream cover how telemetry data will be applied? I.e. Systematically to thousands of accounts at once or manually to ensure everything is in order?

We can add it to the list and we'll cover it in the stream if we have an answer for it by then. There may already be one, but the team can speak to this best.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by justjonars

i got the email but are we gonna get a refund for the paid membership cuz we pay and we got locked out....

We have promised to do right by anyone affected by this - but we're only going to figure out what that looks like once this is all sorted. All our attention right now is on getting everyone back into game as soon as possible.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Qwetylolytr

Can they stop avoiding the question what will happen to our banks? What will happen to my ironman which I just got Nox staff last week?

We'll work with the technical team tomorrow to see if we can dive into specifics on the telemetry front on stream in some way.

There's a LOT of data points being gathered and verified right now so we just need to double check some of our information with the team before answering anything in earnest. The intention is to get your accounts all up back to where they were before the downtime though.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Mamasan2k

I'm in that 1%.
I've been grinding like crazy from Feb 8 to Mar 3.

And I'm VERY VERY CONCERNED my progress on everything will be lost. I'm approaching 120 and have a LOT of things and sidegames played.

How much of my inventory and achievements I gained in the last month are coming back? It's I N C R E D I B L Y frustrating to work as hard and grind this hard only to have lost data.

Now I wish I'd taken a screenshot of all my inventory pages, but I NEVER IN MY LIFE expected Runescape to shaft me this hard. Been here a LONG time, and I stand to lose a lot of Gold, a lot of grinding supplies (wood, fishing, pots, etc). It's more than just XP. My citadel is going to be hurt, I can't grind for necessary resources like I normally do and have for the last month. My citadel will start losing plots, I already missed our cap.

Is this just a way to get us oldest accounts to quit or start over with zero?

When will this be over? 6 days and what appears to be another WEEK? And still, you have my membership payment and I have an error message.

Getting really aggravated and losing patience, here...

Losing all your progress isn't a risk, if that helps address some of your concerns. We have firm backups on February 8th that would be absolute worst case. However, the telemetry work will bridge that gap and bring you forward. We don't have specifics to share as we bring all the data points together, but we are confident in this as a solution.

The frustration is understandable, but the best I can say is that the team are working long into every day to get you playing as soon as possible. We just feel it's critical to spend the time to bring in all this telemetry and bring you back as you expect despite this backup data issue.

Once we've done that, we'll 100% be talking about what we'll be doing to make this right on top of just getting you playing again. If you are looking for even more on this, I would really recommend you join us tomorrow for our Live Stream at 5pm Game Time on Twitch.TV/RuneScape - we'll be diving into this in more detail there and we can answer any questions you have with key team members.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Lordtygon

Sounds like you guys need take more frequent backups. I work IT for my local library and I know the pain of shitty systems which I have been very, very vocal about to the main IT guy and this screams "someone thinks a 12 year old dongle on windows server 2003 using unmodded commercial backup software for backups" level of shite. Least you guys HAVE backups....

Our backups are much more regular than this usually - this particular server had a number of issues come together to create one way more complex situation. We'll run into the technicalities of it when we get on stream tomorrow.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by ruckus_rekt

You guys are probably not allowed to tell us this but... How many accounts exactly where effected? Is the amount effected the entirety of one server?

It's just the one save-game server, which is why this is only impacting a certain number of people.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by KarmaAgriculturalist

Hey, do you guys still have client crashes? I get a crash every hour while PVMing and those deaths are quite expensive... Not sure if there is already a fix. If there is, please let me know :)

We were hotfixing client updates day-by-day throughout last week, then this issue occurred unfortunately. We will be right on this as soon as we have everyone playing again.

about 3 years ago - /u/JagexHooli - Direct link

Hey everyone. Just as a reminder, we'll be going live on stream in about 20 minutes to talk more about the Login Lockout.

Please do join us at Twitch.TV/RuneScape if you're interested. See you there.

about 3 years ago - /u/JagexHooli - Direct link

Update @ 18:20 Game Time (09/03/21)

A quick update after yesterday's post from Mod Warden:

We're continuing to work on getting those affected back in game. Right now, work is underway readying telemetry data and your account saves ahead of the planned merge we spoke about yesterday.

We're not able to give you a definitive timeline yet, but rest assured that we're moving as swiftly as accuracy will allow us. We want to deliver the best end result we can, and we're balancing that with getting you back into the game as soon as possible.

For those of you who would like to understand more about the work we are doing and what caused the issue, we covered this and took community questions on today's livestream with Mods Hooli, Warden, ID0 and ZZ. If you missed it you can watch the VOD here: https://youtu.be/_9BUZYlrFMc

Thank you for your continued patience while we're working to resolve this issue.

- The RuneScape Team

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by prescottcorgs

As an ETA comes to light, will we be informed? Wondering whether it may just be easier to restart from Feb 8 progress onwards vs. waiting

100%. As soon as we have an ETA we can confidently share, we're going to let everyone know.

As Mod ZZ mentioned on stream, all the data points are being brought together right now and transformed into functional files. Once we've got that done, QA can do start checking and that's a big step on the road to getting this out there.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by InvictaMar

For those of who have been impacted by a rollback, but are able to login still. Would it be possible for us to just restart if we feel as if we can make progression much faster than it is worth waiting for the issue to be resolved? Or do we leave it be as I'd imagine merging isn't a possibility and I'm sure once you're aware we've been impacted by this we'd remain on the list of accounts requiring this "refresh" or as you will.

I will say that merging isn't a possibility - we're restoring the state rather than additive. We are working on getting people in this situation more specifics, but you are very much being thought of and we do intend to fix this for you.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by RandomPostDude

Someone knows if the client crashes are getting fixed too?

Those are still something we'll work on, but the full attention of our technical effort is focused on this issue at the moment.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by TheCornHarvester

Can we get a clarification on what will happen with accounts that were made after the Feb 8th backup? I know it was asked to Mod ZZ on the stream but I think he misinterpreted the question as accounts made after the server issues happened

We don't expect any accounts to be lost as part of this, so it's expected that you will regain your account alongside everyone else. Hope that helps!

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Aruin

Really appreciate the live stream and the effort being put in by all at Jagex. My main concern is that with the rebuild process and the potential for 'outliers' to be missed; outside of the main things there is no way I can remember every single facet of my account. Will any support be provided long term if something has been missed so that it can be put right?

We touched on this a little in the stream - there's two parts to this.

One is restoring as much as humanly possible to everyone's accounts through this process, which we're confident is a strong solution.

The other is making sure we provide a personal level of care, if needed, through our Player Support team if there's any outliers - which is what you're asking for I think! We are definitely approaching this from a case of planning for those instances just in case.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Dravorle

Did I get that right from the stream: If your account was created after Feb 8 you should be fine? And if so, why are those accounts still locked and no response from support? ._.

Sorry, to clear things up - if you created your account after Feb 8, you are still impacted by this but you will also get your account back as part of this process.

We've heard from some players being concerned that having a new account after Feb 8 meant it would be lost, but we're confident that's not the case. That's what ZZ was referring to on stream.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Archangel_Asrael

I‘m watching the live stream rn. What I‘m missing is (at least) an approximate time frame to when this will be resolved. I‘m happy to hear that telemetry data will cover currencies as well as progress. I‘d still like to know if that also covers cosmetics, pets and items&bank.

Both of those are questions we want to get you answers on asap.

The telemetry covers a huge volume of data points, so it's just hard to speak in definitives right now. Once we implement and get through testing, we'll likely be able to answer that question with confidence.

The time frame question is a really important, arguably most important, thing we could tell you right now - we definitely know that. It falls into the same category as above though, in the sense of, we're still dealing with bringing these huge volumes of data together into workable files.

Getting you all an ETA is a massive priority for the RS team because we know how important is to everyone, and as soon as we feel we're in a place to do that confidently, we will.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by cycl0id

Could we have a summary of what happens next and have that pinned. There seems to be a lot of misinformation in the comments.

That's a nice idea. We'll see if we can get something worked up.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by wronghaveorof

/u/JagexHooli, can the team please advise us on the "next steps" alluded to previously in a comment for those of us in the "very few" group of being rolled back prior to DXP? Thank you.

We'll have something within an hour or so for you - just getting the final details locked on this!

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by TrickyElephant

Will there be an update today?

A slight one yeah. We're trying to always provide some sort of update every day.

about 3 years ago - /u/JagexHooli - Direct link

Update @ 19:30 Game Time, March 10th

Hi everyone.

There has been good progress on bringing all the telemetry together needed to restore accounts, and we're moving towards the next phase of testing ahead of the restoration phase.

As part of this, we've identified players who were impacted by this incident but have since at some stage been able to log-in. While only a very small subset of those impacted by the Login Lockout are in this situation, these players may have data that's not correct or up to date.

We've just sent a notification email to all players in this position, as we'll need to disable access to these accounts beginning tomorrow (March 11th). This is the simplest and best way for us to begin restoring their accounts, and we will email anyone involved directly with any key updates. So if you do receive an email, you will be part of the process of restoring everyone involved in the Login Lockout.

Thank you for your incredible patience whilst we work to resolve this issue.

The RuneScape Team

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by wronghaveorof

Thank you for the update, /u/JagexHooli, if my account was affected but I can still log-in, but I didn't receive a notification email (as your update states that you've 'just sent' one), at what point should I reach out to confirm that my account has been affected? Tomorrow?

The emails may take a few hours so it's best to wait for now.

If you don't have anything by tomorrow morning UK time, feel free to give me another ping and I'll pass your account to the team to check out.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by zoroarrkk

Just curious. I'm one of the accounts affected, could I go and play OSRS with my login? Just to pass the time.

I'll double check with the team on this one. Great question.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Avalanch_Man

I didn't even think of this. Will affected accounts be locked out of OSRS starting tomorrow as well?

Definitely not. This is just related to RS.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by rsplayer123

You sent me the notification email as one of the people able to login, but I haven’t been able to login at all in the past week. Really extruding confidence here about your ability to correctly identify these accounts and repair them 🤷‍♂️

We'll pass this report along so we can check it out. Can you drop your RuneScape name either as a reply here or Reddit DM?

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by JudithRS

I cannot log in and have not received an email. What ever is happening?

That's okay, that's expected!

The email is for a very small amount of players who have been impacted by this issue but could still log in - so we need to block them from logging in so we can rectify their accounts too. Hope that helps!

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by JagexHooli

We'll pass this report along so we can check it out. Can you drop your RuneScape name either as a reply here or Reddit DM?

Thanks for all the responses to this! We'll get together as a team in the morning and look into your reports.

I know some you are a little concerned to see this, but if I can help put any of your minds at ease, this does mean you are correctly identified as an impacted account. There's no adverse effect from receiving this email in any way which is the good news!

That said, we'll definitely look into this to check everything out as part of our work tomorrow. We'll reply back once that's taken place to let you know more.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by JudithRS

It doesn’t explain why I cannot log in and multiple other people are in the same position.

The best I can advise is our updates in the original post here or on RuneScape.com for full information on what's going on.

We're doing everything we can to get you playing again as soon as we can and we're providing daily updates on progress wherever we can. Thanks so much for your patience.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by zoroarrkk

Just curious. I'm one of the accounts affected, could I go and play OSRS with my login? Just to pass the time.

Just to confirm, if your account is blocked as part of the work tomorrow, your OSRS login will not be impacted in any way.

(Deleted my last reply to avoid confusion!)

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Clanx

I don't think my account was locked out, at least I didn't notice it. However, I am missing three weeks of progress. I did not receive an email about my account getting locked?

What's your RSN? We can check if you were on our email list this morning.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Lordtygon

"Hi there.

Earlier today (March 11th) we confirmed that some players will be unable to log-in to Old School while we carry out work to restore accounts affected by the ongoing log-in issues.

We're pleased to say that your account will still be able to log-in throughout this period. However, we'd advise you to restrict your gameplay to Old School for the time being as, until our work is complete, you risk losing progress made in RuneScape.

We'll continue to update you with email and inbox messaging, and you can follow the restoration progress news on the RuneScape homepage.

Thank you for your patience whilst work continues to resolve the issue.

The Old School and RuneScape Teams"

I received this message in my in-game inbox and this message:

This is an update from Jagex Support about the server login issues you reported recently.

Our engineering teams continue to work around the clock to resolve this and remains our number one priority. We're confident in a solution that's currently in progress and while we're not able to give you a definitive timeline yet, be assured we're moving as swiftly as we can.

If you'd like to understand more about the work we're doing and the cause for the issue, we've been posting regular progress updates on the RuneScape News section of the website. This topic was also covered in our most recent livestream, available to watch on demand if you missed it.

Above all, we understand how frustrating this must be and thank you again for your continued patience. We'll keep you updated as work continues.

Kind regards,

Jagex Support

In my email. What exactly can I do? I and trying to figure out if I can play OSRS while I wait or not. This email is obviously nothing about restricting access and the wording implies I should not play OSRS while I wait? I guess? As usual, Jagex giving some mixed signals.

You can indeed play OSRS - that email is us advising you not to play RS just in case you can log in at any point coming up.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by totentanz777

Don't let the log in issues distract from the fact that it's possible to skip elite dungeons and fight the final boss 15 times an hour and that Jagex has known about this for over a year. Instead of fixing or addressing it they have simply swept it under the rug and kept quiet about it, hoping that only a few people would abuse it and they wouldn't have to fix it ever.

There is active development work being done on this, from parts of the team that cannot contribute in any way to restoring player accounts. It's still top of mind to address, but only once this issue is resolved.

Our latest info is here: https://www.reddit.com/r/runescape/comments/lwzj05/our_plan_to_address_the_elite_dungeon_exploit/

about 3 years ago - /u/JagexKari - Direct link

Hey folks, I've updated the main post with the latest news:

--------------------------------------------------------

Update @ 16:30 Game Time, March 11th

Following our notice yesterday, we have disabled access for a small number of RuneScape accounts as part of the Login Lockout.

If you are part of this group, you should now see an error message "Invalid email or password" or "Single Sign on fail" when trying to log in.

We will keep you updated as we move forward to our next test phase. Thank you for your understanding.

about 3 years ago - /u/JagexKari - Direct link

⚠ Heads up! We will shortly be restarting our game servers to update the login message error for accounts proactively disabled for restoration work.

Please refrain from any dangerous activity for the next half hour or so while we proceed with this reboot. The reboot process itself could take up to 10 minutes.

Thanks for your continued patience!

about 3 years ago - /u/JagexHooli - Direct link

Update @ 20:00 Game Time, March 11

Hello everyone,

As today comes to a close, we wanted to share a quick update on some key news which emerged this afternoon.

Within the next 24 hours, we will be taking our first steps into the restoration phase, as we test a few impacted accounts that have been restored with our telemetry merging solution. This is an internal test only, so no accounts in the live game will be unlocked or returned in any way, but it’s an important milestone on the road to getting you playing again.

In the coming days we’ll also share a bigger update on our test plans that will help us complete the process of validating the work. Please rest assured that we’re moving as quickly as we can while still being thorough.

Finally, following our notice yesterday, we have disabled access for a small number of RuneScape accounts as part of the Login Lockout - you can find out why here.

If you are part of this group, you should now see an error message reading “Invalid email or password" and "Your account may currently be protected pending restoration. We will be providing updates on our home page and social channels" when trying to log in - this is expected.

We will keep those account owners who are affected updated by email as we move forward to our next test phase. If you don’t receive an email, don’t panic – this group contains only a small subset of the impacted accounts.

Thank you again for your continued patience and stay tuned for another update tomorrow.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by JagexHooli

Update @ 20:00 Game Time, March 11

Hello everyone,

As today comes to a close, we wanted to share a quick update on some key news which emerged this afternoon.

Within the next 24 hours, we will be taking our first steps into the restoration phase, as we test a few impacted accounts that have been restored with our telemetry merging solution. This is an internal test only, so no accounts in the live game will be unlocked or returned in any way, but it’s an important milestone on the road to getting you playing again.

In the coming days we’ll also share a bigger update on our test plans that will help us complete the process of validating the work. Please rest assured that we’re moving as quickly as we can while still being thorough.

Finally, following our notice yesterday, we have disabled access for a small number of RuneScape accounts as part of the Login Lockout - you can find out why here.

If you are part of this group, you should now see an error message reading “Invalid email or password" and "Your account may currently be protected pending restoration. We will be providing updates on our home page and social channels" when trying to log in - this is expected.

We will keep those account owners who are affected updated by email as we move forward to our next test phase. If you don’t receive an email, don’t panic – this group contains only a small subset of the impacted accounts.

Thank you again for your continued patience and stay tuned for another update tomorrow.

Also, just to add - there's been quite a few questions today and I just wanted to thank you for your patience while we got some stuff sorted in the background (it's been a busy day!).

We'll be going through your responses shortly and responding with whatever info we can share over the course of this evening.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Vex_rs

I would like to know that as well!!

There's been quite a few questions on this and the team have given us a rundown on what's up with this.

Essentially, all accounts in the Login Lockout are subject to a restoration period, but when it comes to what prevents login, there's a much smaller group with a slightly different scenario.

There's nothing to worry about being in that much smaller group - it's not more or less serious in any way - but essentially, that smaller group can either log in now or could log in when we start fixing the accounts before we've completed the restoration. This means you could log in in a bad state and we want to protect your account from that possibility.

We're just trying to be extra careful with the safety of your accounts through the restoration process so we can do the best job possible. Hope that helps answer your question!

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by InvictaMar

So whilst being an impacted account who was able to login prior to today's lockout, I remain able to login after the locking of accounts who saw data loss. RSN - InvictaMarIM

Thanks for this report Invicta. We're going to do a sweep of all the reports in this thread in the morning and pass them to the team to take a look.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by WyverianMight

Thank you for the update,

I am a bit confused, though. I've received this email (regarding that I wouldn't be able to access on March 11th) and my account is disabled as of today. Now the message I get when attempting to access the RuneScape website matches with "invalid email or password".

The confusion is; if I have been unable to log in since all this started, why did I receive this email and why is my account disabled from access?

My RSN is: Wyverian

I hope everything is as it should be...

This is expected - we've just taken some action proactively to best protect your account through the restoration. I dropped some more detail here that may answer your question: https://www.reddit.com/r/runescape/comments/lxmg00/psa_issue_preventing_players_from_logging_in/gqmf83i/?utm_source=reddit&utm_medium=web2x&context=3

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by CyberHudzo

/u/JagexHooli runescape does not recognize my password anymore, even after reseting it successfully. Is this an intended part of the ongoing account recovery process (yes, I am one of the people who couldnt login for the past week) or is this a new problem?

In case you didn't catch the news earlier, this is intended. If you couldn't login, this post contains a lot of relevant info as to why this has happened that may help: https://www.reddit.com/r/runescape/comments/lxmg00/psa_issue_preventing_players_from_logging_in/gqmf83i/?utm_source=reddit&utm_medium=web2x&context=3

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by Josh120398

It has been a week at this point already. I need to start hearing the good news again. It's very stressful to open this thread and runescape.com to read updates and notice that the account of mine is still lost.

I've spend hours beyond imagination on this game. The game and the account is part of me and seeing that Jagex is doing their best is comforting and I'm thankful for the long hours you keep doing day after day - But still everytime I come to check for news and updates my heart sinks when I see that no timeline is given or we aren't told that new major step has been achieved. Hopefully today we get some promising news.

Thank you for your effort everyone.

We totally understand how you're feeling on this (and many others). All we can say is thank you for being as understanding as you are. If it helps, we're about to begin testing which is a really big step to getting you back playing.

When this is all said and done, we will do right by you and any others impacted by this. As soon as we have the account restoration process locked in, that's topic number one for us to work out.

about 3 years ago - /u/JagexHooli - Direct link

Originally posted by rsplayer123

Interesting, because none of us can login, we all get invalid password/usernames when trying to login to any function including the runescape website. or OSRS I can't even go in to cancel my membership subscription, or contact support.

Not trying to rail against you, but it's hard to trsut what we're being told about our accounts and your ability to recover things when we keep getting conflicting/incorrect information.

So this is a little complex as the person I replied to is in a situation to play OSRS - they are just being advised not to play RS for safety.

The post I've linked below will give a little more context on the locks, but we'll be catching up with the team tomorrow to see if we can offer more on this. Please know this is all being done for the protection of your account so we can best ensure the restoration work to come.

https://www.reddit.com/r/runescape/comments/lxmg00/psa_issue_preventing_players_from_logging_in/gqmf83i/?utm_source=reddit&utm_medium=web2x&context=3

[2021] 🔊 PSA - Issue preventing players from logging in

UPDATE - This post is now deprecated. Please click here for the latest news.

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Active Issue: Login to RuneScape is currently unavailable for a small amount of players.

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