Hermes

Hermes


08 Sep

Comment
    Hermes on Forums - Thread - Direct

Hello everyone,

We have been talking to the Dev regarding issues with Windows 11.

Right now, I ask that you please send any crash reports/logs to our Customer Service team. We have been collecting these and sharing them with the Dev so they can find the common issue cause and have it addressed.

Thank you,
Hermes

 

 

Comment
    Hermes on Forums - Thread - Direct

Hello!

Thank you for your feedback.

I'm sure there is much to be improved, and we are working to turn things in the correct direction. We understand that there is a great expectation for fast change, but things really take time, and we need to make small adjustments to ensure we don't take a bigger step than we can.

Even though we try our best to always make everyone happy, there will always be room for improvement. But we are looking at the feedback, considering it, and doing our best to make all possible changes that will make a difference.

I know I have told you all already, but I want to emphasize that  we appreciate all the constructive feedback. That is a powerful tool for us to be able to improve.

Hermes


31 Aug

Comment
    Hermes on Forums - Thread - Direct

Hello,

Welcome, Wissp!

We are very excited to have you with us! I'm sure you will do great with the L2 community. Although I'm sad that Artic is leaving the team, we are lucky to have someone like you joining us!

Artic, thank you for all the great work and dedication. I'm sure you will do great wherever you go, and we will miss you. Good luck with your future endeavor!

Welcome aboard, Wissp!

Cheers!
Hermes

Comment
    Hermes on Forums - Thread - Direct
1 hour ago, dontwantone said:

code not work says, 

The serial code you entered is invalid.

Hello,

I apologize that you are having trouble claiming the coupon code. We have just checked and confirmed that the coupons are working. I have also just claimed it on my second account to make sure. Please check the following if you are still having trouble:

1. Double-check the code and make sure there are no spaces when you copy it over.
2. Code redemption is limited to 1 per account.

If you are still having issues, please contact our customer service and they will look into your account to resolve the issue.

Regards,
Hermes

Post
    Hermes on Forums - Thread - Direct

Hello everyone,

We have investigated an issue reported by players where some items went missing from their mailbox.

We have confirmed the issue and are currently in the process of acquiring all the data so we can restore these items back to the affected players, and we expect to have this task completed during next week's maintenance, on 9/7.

We apologize for the inconvenience caused.

Best Regards,
Hermes

 

Post
    Hermes on Forums - Thread - Direct

Hello, everyone!


As a result of the recent extended downtime affecting players on the Chronos server, we will be offering the following compensation beginning after maintenance on Wednesday, August 31.


Chronos Server 
Coupon Code: ChronosDowntime0822
Limitation: Chronos Server. 1-use per account, valid through September 9, at 11:59 PM. 

  • Oriana’s Lucky Coin x300
  • Cube of Gratitude x1
  • Shining Dragon Attribute Tonic (XP) x20
  • Honey Dark Beer x20
  • Freya's Scroll of Storm x20

The Cube of Gratitude, received from the coupon code, can be used once-per-day for 14 days to obtain a daily reward. A special reward will be granted on the final day, for players who used the Cube of Gratitude for all p...

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29 Aug

Comment
    Hermes on Forums - Thread - Direct

Hello everyone,

Firstly, I just wanted to thank you all for coming to the forum and sharing your compensation ideas.

As for the compensation: We are still discussing the plan and are reviewing all possible options. We expect to have a plan ready to be shared with you all tomorrow.

Thank you all for your support.

Best Regards,
Hermes


28 Aug

Post
    Hermes on Forums - Thread - Direct

Hello everyone,

As we all know, yesterday was a rough day for Chronos, where the server was down for an extended time while our team was completing a major database task to get things back to normal.

The journey we had to go to get everything fixed was not easy, but we are happy that Chronos is back and all issues were successfully ironed out. The whole L2 team appreciates your support and patience, and as I stated previously, we will be planning the compensation this week. And I will share its details with you all in a separate post.

However, there is one more inconvenience that many of you already brought up, and I wanted to acknowledge it to bring more visibility: The Skill Bar setup was reset. Unfortunately, there is nothing we can do on our side to re-add your skills for you, and we apologize for this inconvenience.

We will be considering everything that happened yesterd...

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Comment
    Hermes on Forums - Thread - Direct

Hello everyone,

Thank you very much for your patience. I'm happy to announce that Chronos is back online.

The Angel Cat is already in the game, and we will have further compensation distributed during the week. Once I have the details, I will share them with you all.

Thanks again for your patience.
Hermes

Comment
    Hermes on Forums - Thread - Direct

Hello everyone,

We are still working on resolving the issue. However, we will need another unfortunate extension. We anticipate the downtime to last until midnight on 8/28 PDT, roughly two hours from now.

I apologize for another extension 😔
Hermes 

Post
    Hermes on Forums - Thread - Direct

Hello everyone,

Aden login access may become temporarily unavailable. However, players who are currently in-game will not be affected.

We apologize for the inconvenience.
Hermes

Post
    Hermes on Forums - Thread - Direct

Hello everyone,

Classic server login access may become temporarily unavailable. However, players who are currently in-game will not be affected.

We apologize for the inconvenience.
Hermes

Post
    Hermes on Forums - Thread - Direct

Hello everyone,

Game login access may become temporarily unavailable in the Naia server. However, players who are currently in-game will not be affected.

We apologize for the inconvenience.
Hermes

Comment
    Hermes on Forums - Thread - Direct

Hello everyone,

I know the situation is not ideal. We have our entire team working behind the scenes to get Chronos server back online as soon as possible. 

The issue is much more complex than previously thought, and a lot of work is being done in our Database to ensure the problem is resolved for good. Also, it's not only us here at NCW working to resolve the issue, but the dev team is also involved in the work needed to bring the server back online.

As I stated before, we will plan to compensate everyone once the issue is resolved, but as a direct measure, once servers are back online, the Angel Cat will be spawned.

As most of the work is related to the Database, which is immense, the process is taking longer than expected, and we will need to extend the downtime again. We expect the Chronos to become available at 10 PM PDT.

I apologize for the incon...

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27 Aug

Comment
    Hermes on Forums - Thread - Direct

Hello everyone,

We have another update: We will need more time to carry out the fixes. The new estimate is that Chronos will be unavailable until 7 PM PDT.

I will keep updating you all.

I apologize for the inconvenience.

Regards,
Hermes

Comment
    Hermes on Forums - Thread - Direct
On 8/26/2022 at 12:12 PM, BWEIB said:

can you help me please @Hermes@Arctic

 

Because the support team didn't want to help me  humpty, senchou, sirc, david, gmyggdrasil, gmleyza, czeah, skaarf, louise, relik, margarita  all these names are from the team that attended me and didn't want to help me.

I had a problem with m...

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Comment
    Hermes on Forums - Thread - Direct

Hello everyone,

We have another update: Unfortunately, we will have to extend the downtime again. The latest estimate is that Chronos will be unavailable until 5 PM PDT. However, please keep in mind the time may change.

I will keep updating you all.

I apologize for the inconvenience and the frequent changes in the estimate.

Regards,
Hermes

Comment
    Hermes on Forums - Thread - Direct

Hello everyone,

We have another update: We have identified the cause of the problem and are working on fixing it. However, this task is complex and requires additional time; therefore, the Chronos downtime is extended until 3 PM PDT. 

I will keep you all posted.

I apologize for the inconvenience, and we appreciate your continued support.

Regards,
Hermes

Comment
    Hermes on Forums - Thread - Direct

Hello everyone,

Another update: We will need to extend the Chronos server downtime by one additional hour. However, we are bringing the Dimensional server online in a few minutes. 

Regarding compensation, we will be discussing it once the problem is resolved. However, once the server is back online and stable, we will spawn the Angel Cat as an immediate action, and additional compensation will follow during the week. 

I will keep updating this thread with the latest information.

Regards,
Hermes

Comment
    Hermes on Forums - Thread - Direct

Hello everyone, 

We are extending the server downtime by one more hour. 

I apologize for the inconvenience.
Hermes