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JagexHooli

JagexHooli



09 Mar

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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: ...

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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.

🔊 PSA - Issue preventing players from logging in

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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.

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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.


08 Mar

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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.

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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 d...

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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 ...

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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.

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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.

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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.

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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.

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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.

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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.

Jagex, whenever this problem is over with you HAVE tell us what actually happened

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We're actually going to go into this more on stream tomorrow. If you're interested, we'll be live at 5pm Game Time on Tuesday at Twitch.TV/RuneScape.

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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.

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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.

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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.

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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.

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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.

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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.

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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!