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JagexHooli

JagexHooli



08 Mar

🔊 PSA - Issue preventing players from logging in

Comment

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.

🔊 PSA - Issue preventing players from logging in

Comment

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.

🔊 PSA - Issue preventing players from logging in

Comment

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

Comment

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.

🔊 PSA - Issue preventing players from logging in

Comment

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.

🔊 PSA - Issue preventing players from logging in

Comment

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.

🔊 PSA - Issue preventing players from logging in

Comment

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.

🔊 PSA - Issue preventing players from logging in

Comment

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.

🔊 PSA - Issue preventing players from logging in

Comment

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.

🔊 PSA - Issue preventing players from logging in

Comment

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.

🔊 PSA - Issue preventing players from logging in

Comment

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!

🔊 PSA - Issue preventing players from logging in

Comment

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.

🔊 PSA - Issue preventing players from logging in

Comment

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.

🔊 PSA - Issue preventing players from logging in

Comment

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.

🔊 PSA - Issue preventing players from logging in

Comment

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 ...

Read more

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 ...

Read more

🔊 PSA - Issue preventing players from logging in

Comment

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 ...

Read more

Due to Login Issues over the last few days, extend Vic the Trader's stay in game for several additional days

Comment

I mentioned this in the main PSA thread, but just to make sure it's seen in a more relevant place - we will absolutely be chatting here at the studio about this once we sort this login issue! We hear you.

🔊 PSA - Issue preventing players from logging in

Comment

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.

🔊 PSA - Issue preventing players from logging in

Comment

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.

🔊 PSA - Issue preventing players from logging in

Comment

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.