JagexHooli

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.

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.

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.

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 ...

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 ...

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.

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.

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.

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.

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.

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.

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://...

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.

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

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.

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

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

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 updat...

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.

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