Roxx

I think this is a matter of the Europe issues being larger and more complex as well; it is much easier to shoot off a message when we know a server is tanking and we can likely resolve in a (hopefully) timely manner with ops vs the multi-step improvement process we are working through for Central Europe that takes back and forth communications between more teams, such as operations, Smilegate, community, etc. We need to make sure any new updated messaging is on point and all teams are aligned as we move ahead.

As for not having more folks working out of EU timezones, unfortunately I can’t really speak to it as hiring/staffing is out of my own realm.

The server has remained closed due to the number of active accounts on it, which would likely cause a sharp increase in queue times. When this period ends, I will provide an update.

The ongoing issues between the NA East server and EU Central servers are massively different, and not directly comparable – the NA East server is experiencing some temporary server issues that are an active live service problem, while the problems in EU Central are a much larger ongoing issue of server stability problems related to the sheer size of the playerbase and the problems this causes with game infrastructure. The EU Central issues such as matchmaking and stability will take additional client patches to fix (which we do not yet have) as opposed to something our live ops team can handle in real time like a server restart or adjustment (whatever ends up being needed, I do not yet know).

EU Central has also been directly addressed in our recent top issues updates, which you can read up on ...

This is certainly related to the ongoing issues surrounding NA servers, which is currently pinned as a banner at the top of the forums. The team is investigating and working on a resolution.

We do have it noted that Crystalline Aura is know that this is a paid premium account benefit that has a timer associated with it, and while fixing the bug is the current priority, this fact is also top of mind for us.

We are pushing for server transfers, but I don’t have a set answer to share one way or another right now. For region functionality, I’m also not familiar enough with the game backend to know if this is something that can’t be implemented. We are investigating and exhausting all options, but haven’t reached conclusions we are able to share yet.

I appreciate the kindness I’m seeing from folks here; I just want to reassure that it isn’t the intent to get anyone in trouble for this, because mistakes totally happen. Just want to make sure this doesn’t become part of a larger issue, and help resolve and improve the system where it is possible (I’m not on the CS team myself, but sharing player feedback is a large part of my job!)

I appreciate this flag! I’ll make sure it’s passed on as well.

Currently the Kazeros server has remained closed due to the number of active accounts on the server as a way to avoid a sharp spike in queues. When this changes, we will provide an additional update.

Thank you for your reports about the disconnects happening across NA East servers. The team is looking into this issue now, and we will provide an update as soon as we can. We appreciate your patience!

None of the above! We are in a partnership with Smilegate RPG to publish the game here in these regions, however Smilegate is still the primary developer of the game. We do share feedback with them from our players and teams and work together on making decisions about our version of the game as well.

They are still “in” your inventory, they are just not appearing. Once we have a fix and ongoing store issues are resolved, this issue should resolve

Thanks, we’ve received a number of reports about issues related to Awakening quests, and this is out for a fix. As it will require a client patch, we’ll be sure to share when this is updated.

The March 1st date is just when you have to log in by to get the item – you do not have to redeem it from your Product Inventory before then, and it will not be removed if you don’t

We are currently waiting for a fix to come in, which will require a client patch. While it is a top priority for the teams, unfortunately I do not have an ETA to share at this time.

Yep, I completely agree. We are waiting on a fix to come in for this issue.

This will only remove the Aura that was received as a result of this event

Though it was linked above, I wanted to reiterate that we will be removing this from accounts (both consumed Aura and the items that were obtained this way)

EU Central is unfortunately maxed out on number of servers that can be supported in the region; we can’t add in more since there is cross-region play and features, and additional servers would not play nice with the architecture of the game

This is going to be related to the server issues folks are experiencing right now. I’ll provide an update when things are back up and running.